What to Say When…Tips and Scripts for Tricky Situations at Work

 

Lesson Info

...A Client or Co-Worker Doesn’t Follow Through

What to say when a client or a coworker doesn't follow through, and sometimes it's your boss. So here's the situation. You're working on a team project and your coworker agrees to do something, make a phone call, do some research, write some content, and then they never do it, which prevents you from doing your part, creating a bottleneck for the entire project. Here's what you may be thinking and shouldn't say. That person never does what they say they will, which may be true. But here's a solution. You have to find a way to clear the bottleneck, so the project can continue to completion. Here's what you could say. Be direct. Our policy is to stick to the schedule that our client approved but without your piece of content, we're in danger of delaying this project. Or use curiosity. Are you aware that I'm still waiting for that research you said you would do or that feedback on that project? I can't move ahead until I get that. Or with generosity. I'm sure you're really busy so is ther...

e something I can do to make it easier for you to get me what I need to complete the project. Or with humility. I may have misunderstood but I thought we agreed that you were going to collect those images for the website, or I thought you were going to review that material before I proceed. Here's the overarching idea. This other person, even your boss, may not realize how they fit into the project or that they are creating a bottleneck. So you may need to speak up, and let them know how their actions are affecting others and the project. If they will not do the task, you have to find a way around it or go around them. And if its your boss, they may be aware of it but just too busy to make it a priority. In that case, you need their approval or consent that if you don't proceed because of their inaction you are not responsible for the consequences. That sometimes gets things moving. Make sense?

It’s always important to know the right thing to say in various situations, but it’s particularly important at work. Getting tongue-tied or putting your foot in your mouth when speaking to a work colleague or superior could get you into trouble and impact your ability to thrive in your career.

So wouldn’t it be great if you had a virtual archive of precise language you can use in any professional situation? For example, what might you say when someone at work loses a loved one, when office politics get ugly or when a colleague isn’t pulling their weight?

Taught by Ilise Benun, an author and teacher known as the Marketing Mentor, this course provides you with concrete advice and guidance about how to handle a wide variety of situations and conversations. Using bite-sized videos that portray real-world situations, it will give you the tools you need to communicate clearly, appropriately and assertively at work.

In this class, you’ll learn how to:

  • Communicate with everyone in your professional arena, from bosses to direct reports, vendors to clients.
  • Avoid miscommunication when possible and recover from it when you can’t.
  • Go from people-pleaser to self-respecting professional.
  • Know the right thing to say at the right moment.
  • Take time to assess the situation before making your response.
  • Know when to speak and when to stay quiet.
  • Decide whether a written or a verbal response is more appropriate.

 
 
 
 

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