A difficult situation at work?
Start with a clear next step.
You want to move forward, but you are not sure how. Choose your situation for practical actions, words you can use and help if the conversation gets stuck.
Choose your situationSaying no to extra work from your boss
Already overloaded when your boss asks for another task? Discuss priorities with three practical actions, example phrases and clear agreements about what can move.
See actions and example phrases Working togetherA colleague is not keeping agreements
Address a missed agreement with a colleague without making it personal. Practical actions, example phrases and next steps when the problem keeps happening.
See actions and example phrases Difficult conversationsResponding to unfair criticism
Receiving criticism you believe is inaccurate? Ask for a specific example, explain your facts and agree a useful next step. Includes practical phrases.
See actions and example phrases Workload & prioritiesDiscussing an unrealistic deadline
Raise an unrealistic deadline early. Discuss scope, time and support through specific options and example phrases, and clarify who decides the schedule.
See actions and example phrases Customer conversationsA customer asks for something you cannot promise
A customer wants a discount, compensation or a guarantee outside your authority. Set a clear boundary, offer a specific next step and avoid empty promises.
See actions and example phrases Managing peopleAddressing missed agreements with an employee
Discuss an employee’s missed agreement using facts, room for explanation and clear follow-up. Practical actions and phrases for a useful conversation.
See actions and example phrases Working togetherAddressing a dominant colleague
Describe a decision made about your work, explain what you need to fulfil your responsibility and agree who decides what.
See actions and example phrases Working togetherDiscussing conflict with a colleague
Discuss one specific incident, listen to your colleague’s account and agree how you will approach the next shared task.
See actions and example phrases Workload & prioritiesSetting boundaries at work
Choose one recurring request, state a specific limit and discuss an alternative that fits your role and working arrangements.
See actions and example phrases Conversations with your managerGiving feedback to your manager
Ask for a suitable time, describe an example and its effect on your work, then propose a small change to try together.
See actions and example phrases Taking responsibilityAdmitting a mistake at work
Tell the appropriate person, explain the known impact and agree who will arrange a correction and when the next update will come.
See actions and example phrases Working togetherWhen a colleague passes their work to you
Clarify what needs taking over, explain the effect on your own tasks and agree who remains responsible for completion.
See actions and example phrases Conversations with your managerDiscussing micromanagement
Ask what assurance your manager needs and propose regular checkpoints with clear room for you to manage the work between them.
See actions and example phrases Customers & serviceHandling an angry customer
Acknowledge the specific inconvenience, check what the customer needs and offer a next step within your authority.
See actions and example phrases Workload & prioritiesPrioritising when everything is urgent
Compare the conflicting deadlines and consequences of delay, then ask the authorised person to confirm one achievable order.
See actions and example phrases Development & careerPreparing for a performance review
Collect examples of results and obstacles, choose two discussion points and agree support, expectations and a follow-up date.
See actions and example phrases Development & careerAsking for a pay rise
Arrange a dedicated conversation, support your request with contributions and responsibilities, and agree when you will receive a decision or next step.
See actions and example phrases Education & communicationTalking to an angry parent
Ask which incident concerns the parent, separate known facts from open questions and agree realistic follow-up within your school’s procedures.
See actions and example phrases Working togetherWhen a colleague takes credit for your work
State your specific contribution factually, discuss the presentation with your colleague and agree how shared work will be recognised.
See actions and example phrases Workload & prioritiesAsking for help at work
Explain where you are stuck, what you have tried and which limited support would allow you to continue independently.
See actions and example phrases Working togetherDealing with a negative colleague
Ask for the specific concern, explore what would enable progress and agree how you will discuss risks and proposals.
See actions and example phrases Working togetherAvoiding gossip at work
Do not share unverified or confidential information; redirect the conversation towards the actual work issue and the person who can address it.
See actions and example phrases Meetings & clarityBeing interrupted in meetings
Calmly ask to finish, explain why your point matters to the decision and agree a clearer meeting process if interruptions keep happening.
See actions and example phrases Meetings & clarityClarifying an unclear assignment
Clarify the purpose, deliverable, deadline and decision-maker; summarise your understanding and check a small first draft before completing everything.
See actions and example phrases Customers & serviceTelling a customer about a delay
Communicate the delay promptly, explain its practical effect and agree a verified revised schedule or a fixed time for the next update.
See actions and example phrasesYour work needs your approach.
These pages give you a starting point. In the SPAALO app, describe your situation and choose your role for practical follow-up guidance.
Available for Android and iPhone. The app includes in-app purchases; check the app and store for options and terms.
These examples offer general conversation support. They do not replace professional judgement or the agreements and procedures at your workplace.