In dealing with the public and co-workers, sometimes we're asked to do things that we simply can't do.
The phrases that follow can be essential in such situations.
They keep it respectful but real.
To say that we can't do what has been asked of us:
- I'm afraid I can't do that.
- I'm sorry, I can't do that.
- Unfortunately, that falls outside my area of expertise.
- I'd love to help you with that, but I'm afraid that's above my pay grade.
- It would be nice if I could do that for you, but I really can't.
To indicate what we can do:
- If you like, I can ...
- Here's what I can do. ...
- Would you like me to ... ?
- How about if I were to ... ?
- What if I were to ... ?
- Suppose I were to ... ?
- Well, I'll tell you what I can do. ...
- Maybe/Perhaps I can ...
To see if our suggestion is acceptable:
- Would you like me to do that?
- How does that sound?
- Would that help?
- Would that be acceptable to you?
To show empathy:
- I understand that this is very upsetting/challenging/frightening/... for you.
- If I were in your situation/shoes, I suspect I'd feel the same way.
- But NEVER say this: "I know how you feel." It creates an opportunity for the person to get upset at us for assuming we know anything at all about what they're going through.
To stop abusive language:
- Sir/Ma'am, I want to help you, but I'm afraid I won't be able to if we don't show each other respect.