Managing Sticky Situations at Work

The Say It Just Right (SIJR) Model 9Once he sets his limits with Sandra, he can share those limits in adetached manner. It’s not Sandra but Sandra the client he is talkingto. Sandra may want to have a personal relationship with the peopleshe does business with. Roger, on the other hand, prefers to keep thetone strictly professional.DETERMINE THE POWER SOURCESWho has the power? Are you feeling powerless? When we feelpowerless, any situation becomes stickier. Roger feels powerlessbecause he has given Sandra all the power. As the customer, she holdsthe purse strings. He fears she’ll take away her business if he confrontsher. That fear causes him to give up his power which she willinglyaccepts. Roger does not have to give up his power, however. Whatdoes Roger lose if Sandra pulls back her business? What does Sandralose? Undoubtedly there is more to lose on both sides than either realize.Roger must reassert his position of power with the same confidencehe showed when he sold Sandra the product. That reassertionwill enable him to take the risk to clarify his position. From this vantagepoint Roger can say what he recommends will resolve the stickysituation and negotiate a solution that does not convey a sense ofpowerlessness on either side.How might Roger reassert himself? He begins by posing powerfulquestions to Sandra. What does she hope to accomplish tonight? Heshould make it clear to her that although he is willing to celebrate theirnew business relationship, he wants to discuss the rollout. If Sandrapersists in a way that makes Roger uncomfortable, he should indicatethat he prefers meeting during office hours.Let’s examine another sticky situation and watch how a confidentcommunicator applies the Three C’s and the Decision Points.Mary Lou’s boss enters her cubical with the annual report andtosses it on her desk. ‘‘We need to get this out by the end of theday,’’ he tells her. The clock reads nearly 4:30. Mary Lou has anappointment with her personal trainer at 5:30. She cannot finishthat report and keep her appointment. She knows that her boss hashadthisdocumentforseveraldaysandhasputofffinishingit.This isn’t the first time he’s saved something until the last minuteand then expected her to stay late to get it out.‘‘I have to tell you that I won’t be able to finish this before 5:00,and I can’t stay late tonight,’’ Mary Lou says.