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

 

Lesson Info

...The Client Doesn’t like Your Work

What to say when the client doesn't like your work. So here's the situation. You submitted your deliverable for a project and the client doesn't like it, but can't articulate why. Or they say something that doesn't give you any direction and isn't helpful. Here's the solution. Part of your job is to help others come up with the language to communicate what isn't working. What you're thinking, but shouldn't say. "That jerk doesn't know anything." Here's what you could say. When you use curiosity, you could say "What isn't working for you? "Can you point at it? "Can you identify which aspects aren't working?" You may have to hold the client's hand during this process or provide multiple choice options for them to say yes or no to. You could try generosity. "It seems like you're having trouble "articulating what's not working. "How can I help you do that?" Or, with humility, "I'm so sorry to hear "it's not working for you. "Let's put our heads together "and figure out how to make it bette...

r." And maybe humor. "Uh-oh, is this one of those the CEO's wife "doesn't like red situations?" But here's the overarching lesson. You have to sometimes be a detective to find out what isn't working, so you can come up with a better solution, all without taking it personally. Try to steer the conversation to the business objectives the work is trying to solve. 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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