From the Team: It Is What You Say. And Also How You Say It
Your choice of words is major in any conversation. With the same message you can come across as arrogant or authentic, insensitive or trustworthy conditional on the words you put out. Instead of "sorry it’s our company policy" try "I'll get your point through". As an alternative to "business is business" maybe "we also aspire to grow". Or replace "I want you to do this" with "we need to hurdle this". "My hands are tied" how about "that's a tough one but let's see"? "You're wrong" or "what's our common ground?". What's more important than the message is that it gets through.