How to say 'no'
When you do have to decline something, here's a technique that may help: acknowledge the request, but clearly explain your reasons for saying no. Then suggest an alternative solution. To illustrate this approach, here is an example of a response you could use:
'I can see how important this work is, but I can't take it on as I am already overstretched. My suggestion would be to postpone the start of the project. If you could wait for a week, I could take it on with pleasure. Or we could ask Millie to step in. How does that seem?'
Activity
Team review
The answers to the questions below are not easy to gather, but they are very useful.
- Record what you and your team do on a daily basis every 15 minutes, for one week. (Include key activities such as 'phone', 'ordering', 'dispensing', 'checking', 'counselling patients', using an Excel spread sheet with 15-minute slots.)
- Collate and review
- What was beneficial to your business aims and objectives?
- What are you and each of your team good at, and could you get better at it?
- Delegate or subcontract the remainder.
Define your business priorities and goals.
Revisit them on a weekly basis and share progress with the team.
The next step is to put these ideas into action. Finish by recording your learning outcomes.