Audience: People in public service
positions, everyone who works with others.
Goal: Participants learn techniques
to convey information so that it is more likely to be accepted
Description: Saying "no" to a client or customer is hard for many of
us to do. When budgets and services are being cut, when the workload
is heavy and there is high demand for assistance or materials,
sometimes the answer has to be "no." It is crucial to have the
skill to do this in a way that leads people to accept that answer.
And to have everyone feeling all right about that.
"The Secret to Saying 'No'" teaches specific skills both to defuse
difficult situations and even better, to prevent those situations
from occurring. The focus is first on how to manage oneself in
potentially difficult situations. Then participants practice explicit
communication skills -- things to do and say -- that work in any
context. Using these skills ensures their message is received
and accepted, even when the content may not be what the listener
wants to hear. Best of all, participants feel empowered and able
to handle what before had been difficult interactions.