About the Author: Joan Curtis , EdD is CEO of Total Communications Coaching where she specializes in

Many of us who have worked in customer relations understand the importance of making the customer feel good. We do everything we can to help them get answers to their questions. Some of us, however, do not understand this basic premise in good customer relations. Some of us need to learn how to say yes when the answer is no.
If you ask an airline employee if you can check an extra bag and not pay the fee, the answer is no. Everyone must pay. If you ask a ticket clerk if you can get a senior discount when you are not yet a senior, the answer is no. Only people over a certain age get the discount. If you re about to make a sale and your client asks for more discounts than you can provide, the answer is no. You ve got to draw the line somewhere.
american continental airlines tickets Saying yes when the answer is no is not an easy communication skill. In fact you are actually not saying american continental airlines tickets yes. What you are doing is giving the person the satisfied american continental airlines tickets sense of yes even though the answer is no. The Say It Just Right model of communication contains tips for saying yes when the answer is no. Some key points are to show compassion and curiosity. These are two of the Three C s in the model. Compassion tells the other person you really care about them and understand the hardship this rule, policy or your inability to say yes puts them in. Curiosity shows the other person that you want to find a solution; you care about uncovering a way to get to yes even though the answer is no. If you are curious enough to search, you may very well succeed. Here are some additional tips to enable you to say yes, when the answer is no.
No matter how many times you ve heard the same story, listen as if this were the first time. Really listen to what the other person is saying. You might hear something new. It is always a new story to the person telling it!
Say directly and specifically what you see the issue is. Do not describe american continental airlines tickets how you think the other person sees the problem. You want to avoid using words that might cause defensiveness or that sound as if you blame the other person.
Talk in I vs. You messages. I-messages tend to keep the communication american continental airlines tickets less threatening and explosive. You-messages cause defensiveness. You should have let me know about this person s needs sooner. Initiate the conversation from the standpoint of I. This doesn t mean that every statement must start with the word I.
Involve the person in a solution. Let them know what you can do, not simply what you can t do. Sometimes you can do more than you think. Maybe there s a little wiggle room that you had not thought about. Even if you give a slight bit, it feels better than, No!
As you work with people and meet these challenges, you ll notice your ability to communicate american continental airlines tickets improve. The Say It Just Right model, which incorporates the Three C s as well as a process for saying it, will help you. Study and practice and before american continental airlines tickets long you ll be able to say yes when the answer is no!
About the Author: Joan Curtis , EdD is CEO of Total Communications Coaching where she specializes in helping smart, capable professionals move ahead in their careers by becoming skilled communicators and savvy leaders. Joan C. Curtis, EdD has just released her fourth book: Hire Smart and Keep 'em: How to Interview Strategically using POINT , 2012, published by Praeger Press, ABC-Clio. This book is a must read for managers who wish to eliminate hiring mistakes and hire smart every time. For a sneak peak at the first chapter, contact american continental airlines tickets Dr. Curtis at joan@totalcommunicationscoach.com.
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