Saying “No” Without Ruining the Relationship
According to William Ury, Ph.D., co-founder of Harvard University’s Program on Negotiation and author of The Power of a Positive No: How to Say No and Still Get to Yes, an approach he calls Yes! No. Yes? can be a helpful formula. Here’s how Lindsay Levine describes it on the Fast Company blog:
The First “Yes”: Let’s say a client wants to go with a lower-priced alternative, which you know will produce a substandard result. The first Yes! is the core value, need, or principle you’re trying to protect. For example, protecting the quality of the brand.
The “No” is a respectful no, saying, “To maintain our quality standards, we cannot go with the lower priced/lower quality item.”
The “Yes?” acknowledges the ongoing relationship, and sounds like, “Let’s work together to create something that works within your budget but doesn’t adversely affect the quality of the product.”
This formula might be useful for a number of scenarios, including describing treatment planning options.
Do you have a winning approach for holding your ground without jeopardizing the relationship? Leave your suggestion in the comments.