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


Lesson Info


We have covered several scenarios that people commonly encounter on a day-to-day basis. Obviously, there are many more situations where you may find yourself at a loss for words. No worries. You can approach any situation, using the basic principles I've utilized in these tips. Curiosity. Generosity. Humility. And Humor. In addition, here are a few general tactics to keep in your back pocket. For example, how do you decide when to use a written versus verbal communication? Which is best when? I've got some guidelines for you. Write when it involves dates or numbers to remember, Or when you are confirming and to avoid miscommunication. Or in case you need a record of it. Or when you're contacting someone for the first time. Or to give a heads up about, or request a phone call. One caveat, though, don't hide behind it. Some things need a conversation in real time. And you can call when the topic is a sensitive or delicate one. Or when you need a quick answer. Or when it takes longer to w...

rite. Or when the back and forth is too cumbersome. Sometimes scheduling is like that. Or, when you need to be able to respond in real time. Or, when it's better not to have a record of it. Also, here's a three-step strategy to try when someone is doing or saying something that is a problem for you. Try this simple formula. One, I notice this, and it's usually a behavior. Two, this is the effect of that, and here's why it's a problem for me. Three, here's my request to resolve this problem. And, finally, a few handy phrases to keep in your back pocket. I could be wrong, but... Are you aware that... Or, in my experience... Or, so sorry if I wasn't clear... Or, my understanding is... Remember, it takes time and practice to get good at this. So, keep trying and as you do, reflect on which approaches work best for you in any given scenario. With practice, I guarantee that not only will your communications skills improve, but your overall work experience will feel more satisfying. I'm Ilise Benun. Thank you so much for watching this course. You might enjoy my other Creative Life classes: Don't Get Pushed Around, and Introverts' Guide to Getting What You Need at Work, and Command the Fees You Deserve. If I can help in any way, I'd love to hear from you. Email me, find me on Twitter, listen to my podcasts, sign up for my Quick Tips and more at marketing-mentor.com.

Class Description

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.