08/ 24/ 2007
by Tamara E. Holmes
As an employer, you will face times when you'll have to say no to employees, whether you have to deny a raise request or an employee's desire to take a particular week off for vacation. The way you say no, however, can make all the difference in whether an employee stays motivated or ends up looking for another job.
Having a request denied, no matter how trivial the matter, is a blow to the ego. An employee's reaction to a denial will likely vary, depending upon whether the employee takes the denial personally or understands that it's strictly a business decision. While you can't control an employee's reaction to a denial, here are some ways that you can make saying no a little easier for employees to bear.
Give a reason.
When an employee hears the word no, he may think he's being punished for something he did--or didn't do. Reiterate that the denial is a business decision. For example, if you turn down a request for a raise, let the employee know that it has nothing to do with his performance (if that's true), but rather the bottom line of the company at this time. Of course, there's no reason to lie. If you are denying an employee because of his performance, let him know and also tell him what he can do to achieve a more favorable result in the future.
Offer an alternative concession.
Sometimes you won't be able to offer an employee what he wants, but you may be able to offer something else. For example, you may deny an employee's vacation request because those days fall during your business' busy season, but perhaps you can offer the employee a couple of extra days off at a later time. The idea is to try to accommodate valuable employees without hurting your business in the process.
Keep the door open.
The last thing you want is for employees to think their input or requests are not welcome. It's also easy for employees to respond to a denial with a reluctance to ask for anything else. After all, no one likes to hear the word no, and an employee might keep his mouth shut in the future to avoid hearing you say it again. For that reason, it's crucial to let employees know that you appreciate them—and their input—and that just because the answer is no today, that may change at a later date. When denying a raise request, for example, you might tell the employee you must say no today, but you'd like to revisit the request in, say, six months. The idea is to let employees know that the workplace is fluid, and that you're always willing to listen to their needs.
Show your appreciation.
After you deny an employee's request, he may feel somewhat hurt and vulnerable. Such feelings may also lead the employee to feel devalued at the company. Make sure employees know that is not the case. If the employee has recently performed well on a project, now's the time to acknowledge the work. If the employee has contributed steadily to the growth of your business, thank him. If the employee is an integral part of your plans for your company's future, let him know. Taking the employee to lunch and spending some time chatting are other ways to show your appreciation.
While saying no isn't fun, for those who have to say it or those who have to hear it, denial is often a reality in business. By taking some of the sting out of the denial, you have the power to make it less painful.
