"No may be the word we need most in today's times. The world has sped up and we get overwhelmed with today's demands, whether it is demands at work or balancing our work and family lives. In fact, No may be the most powerful word in the language, the most needed word in these times of endless e-mail and overwhelm. At the same time, it can be the most destructive word in the language, destructive to relationships. For at the heart of every destructive conflict or war is the word No that people are hurling at each other. Because it can be so destructive, No is the word that is hardest for us to say. But, if we can learn how to say it gracefully, if we can learn how to say it positively, I believe it can really help transform our personal lives, our work lives and the larger world."
~William Ury, source