Some of us are nice, reasonable people. We like to be helpful. We like to be seen as positive, supportive and 'can do'. We can find it difficult to say 'no'. But it's got to be done; it's a serious skill to work at because if you can't say 'no' to work over-load you may well be saying 'no' to lego with your daughter. If you can't say 'no' to the client's request for more discount you may well be saying 'no' to profitability on that deal. Saying 'yes' always means there's a 'no' somewhere: just be sure you're happy with that.