• Rather than saying "I can’t" or "I’m not able to" when you’re declining a request, focus on the positive
• Instead try, “Here’s what I can do for you.” That way, you’ve set a boundary with your client or colleague about what you’re not able or willing to do, but you’ve...

• Instead of just shrugging off an inquiry about a topic you don't know much about, say “I’ll find out for you,”
• This gives the other person an assurance that you care enough to go one step further to get the right answer.

Instead of saying, “We’re going to address this situation . . . ” try words like solve, fight against, or reduce, which communicate action. Other swaps to consider that are more meaningful and decisive:

• Instead of “allowed,” try enabled or authorized
• ...

• Telling someone to calm down is almost a guarantee that they will do anything but calm down.
• Instead, try validating the individual’s feelings and assuring them you understand. “I can see you are upset, and I want to help” is a good option.

• For some people, dismissing praise is a knee-jerk response. If they receive a compliment, they water it down by saying, “It was nothing . . .” or “It could be better . . .” Those responses not only make light of your work and ability, but they are dismissive of the person gi...