In a perfect world, we’d never have to talk about problems or need to face difficult situations. But as we all know, discussing problems and finding solutions to problems are both necessary to maintain good business relationships. We shouldn’t avoid these situations but look at them as an opportunity to improve business communication with colleagues and customers.
We cannot always say “yes” to a difficult request from a client or a colleague. Sometimes, it may not be possible to grant a request. At other times, a compromise may be reached. In such situations, the language and tone you use are important. You don’t want to offend or upset the person making the request.
Here are some useful phrases:
Refusing a request
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I’m afraid that’s not possible. I’m sorry but we just can’t do that. I wish we could help you, but….. I’m sorry, but I’m not in a position to do that. |
Stating your policy
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Our company policy is to….. It’s not our company policy to..... We always demand ..... We never allow..... |
Suggesting a compromise
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How about if we......? What (about) if we…? If we were to ...... would you….? How would you feel if we...? Why don’t we/you…...? |
Accepting a request
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Yes, that would work. We could accept that. We could to agree to that. We could agree to that on condition that...... We could possibly agree to that. We might be able to agree to that. |