Words I Absolutely Don't Want to Use
As an engineer, there’s one phrase I absolutely never want to use. That phrase is “It’s impossible.”
How do you handle unreasonable requests? A request that seems unreasonable to us may actually be what the other person wants.
I understand the urge to simply say, “It’s impossible,” but I believe that saying “It’s impossible” without explaining why can lead to misunderstandings and make your technical skills appear less capable.
For example, if an owner asks, “Can you replace this door with a glass one?” I think it’s not quite right for a technician to immediately reply, “That’s not possible.”
I’m sure there must be a reason why something is “impossible,” right? I think a true technical expert is someone who, even when there’s a reason, presents options by saying, “It would be possible if we met these conditions—what would you like to do?”
For example, even if you think it’s impossible—such as when you’re told, “The budget will increase significantly,” “Structural reinforcement is needed, so we’ll have to tear it down,” or “The construction schedule will be extended”—you should clearly explain the reasons and be supportive.
The key here is to accurately grasp the “intent” or “purpose” behind the other person’s request. When someone says, “I want to use glass,” there may be reasons behind that request, such as improving visibility or aesthetics, or concerns about safety.
I believe that, rather than simply brushing it off by saying, “I can’t do that,” and ignoring the issue, a willingness to consider whether there might be another approach that better suits the objective is what builds trust.
Let’s consider the request, “I’d like this piece of furniture to float 5 centimeters above the ground,” as an example. While only a magician could actually make furniture float, it might be possible to make it appear as if it’s floating. By presenting realistic alternatives—such as “suspending it from above” or “using transparent supports”—you can create a positive impression.
Thinking about "how to make it happen"
The very act of proposing an alternative has the power to make the other person think, “This person is really putting thought into this.” Regardless of whether it’s feasible, simply showing a willingness to think through the issue together deepens the relationship of trust and can also lead to new ideas and insights for yourself.
Of course, there are cases where this is extremely difficult to achieve. In such cases, use phrases like “This is difficult with current technology” or “We need to consult with an expert” to convey a realistic approach to the other party.
Just because you’ve never done something doesn’t mean it’s “impossible,” and even if you can’t handle something on your own, there’s a chance you can make it happen by leveraging other experts or technologies.
Simply saying, “That’s impossible,” not only puts an end to the discussion but can also lead to rejecting the other person’s request and undermining confidence in your own knowledge and technical skills. A single word can drastically change the other person’s impression of you and their level of trust. In construction management, communication skills are crucial, and the ability to move the conversation forward while alleviating concerns is a valuable skill in its own right.
On-site, you need to move the project forward while communicating with people in various roles, such as designers, craftsmen, and clients. That is precisely why choosing your words carefully and maintaining a positive attitude are essential.
I believe that adopting a mindset of asking, “How can we make this happen?” helps boost the morale of the entire team. Let’s continue to uphold our pride as engineers.
