Breakout Session: How to Say No

Much as we might want to accommodate every customer request, sometimes it’s just not realistic. Regardless of the specific issue, sometimes we have to say no to our users or customers. The key is to find a way to do so that doesn’t alienate the customer and preserves the relationship.

How to Say No Without Alienating the Other Person

Saying no to another person can be difficult. Sometimes, that’s the answer they need to know. Your ability to say no with grace and finesse can preserve relationships with customers and coworkers.

In this session, you will learn:

  • When to say no.
  • Considerations before saying no.
  • What customers and end-users really want.
  • Why things go wrong with end-users and other customers.
  • How to handle it when you make a mistake.

For more than 40 years, Don Crawley has worked with technology, from broadcasting to automation systems to data networks. A former IT trainer and consultant, he is the author of eight books for IT professionals including The Compassionate Geek. He’s especially good at helping IT teams work together so they can get things done.

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