In a creative space that serves a diverse group of stakeholders, the foundation of a positive and collaborative environment lies in a proactive, solution-oriented mindset. When staff members need to decline a request, it’s essential to pair the "no" with a constructive alternative—an approach summarized by the response, “I’m sorry, we’re unable to do that, but here’s what we ‘can’ do for you!” This approach ensures that even if a request cannot be fulfilled precisely as asked, the individual still leaves with an actionable solution or next step.

For example, if someone asks, “Can you help me cut this glass on the table saw?” a response might be, “Unfortunately, using the table saw isn’t safe for glass, but I can show you how to use a glass cutter instead.” This response maintains the safety standards of the makerspace while offering a helpful alternative.

Preparing responses in advance for commonly requested tasks or questions is effective in establishing a culture that embraces this helpful, positive problem-solving mindset. Start by identifying the top ten questions that staff are frequently asked but often need to redirect. By having ready, optimistic responses to these questions, staff can set a tone of helpfulness and ensure that every interaction is a positive experience, even when direct assistance isn’t possible.

One way to build this foundation is by collaborating with your team to identify these common “no” scenarios. Ask staff members what requests they most often need to decline and work together to develop thoughtful, flexible responses for each one. By practicing these responses as a team, you can evaluate and refine their effectiveness. This strategy strengthens team communication and empowers staff with the confidence to provide consistent, supportive interactions, fostering a creative space culture that is resourceful, welcoming, and solution-focused.

Artwork: Izumi Miyazaki; Hair-cut