Chapter 3

Can you say no and still make people feel heard?

Có thể từ chối mà người ta vẫn thấy được hiểu?

The chapter's question

What do I say so the requester feels their problem was heard?

Big idea

People accept a no when they feel understood.

In this chapter

  1. Part 3.1

    Restating the Problem

    Did I restate their problem accurately before saying no?

  2. Part 3.2

    Naming What's in Progress

    How do I show them what work is taking up the space?

  3. Part 3.3

    Offering Alternatives

    Is there a smaller way to solve part of the problem?

  4. Part 3.4

    In Person or in Writing

    Should this no be said in person or sent as a message?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Polite No is free to read right here.

Read in Conan School

Chapters of The Polite No

  1. 1.Every time I say yes, who hears no?
  2. 2.Is it my no, or the team's rule?
  3. 3.Can you say no and still make people feel heard?
  4. 4.With the boss, say no, or name the trade-off?
  5. 5.After I say no, will they still be honest?