The Art of Saying

NO!

United Pet Who?

• Hate conflict

• Combative

• Negative Impression

• Positives

• Become a shrink

• Be polite

• Award good behavior

• Taking it personally

• Controlling behavior

• Learn your business

• Learn their point of view

• Teach them your business

• Standard procedures

• Help them understand

• Haggle with other requesters

• Tell them what you can do

• Items you shouldn’t be doing

• Be prepared

• Give options

• Negotiate expectations

• Meet with managment

• Pick your battles

• Can’t win everything

• Lose intentionally

• Show you are reasonable

• People will go around you

• Never forget

• Deliver when you say yes

• Say yes as much as you can

• Document increased productivity

Thank You! j im.woods@unitedpetgroup.com

ENFP