I like people who apologize

The world expects that its requests will be accepted. That assignments, lunch dates, new projects, and even favors will get a yes. It’s just a small ask, the person thinks. The problem is obvious—if you spend all day hitting the ball back, you’ll never end up serving.

apologizer focuses on the impact on their actions and resists the urge to frame their message around their intentions,

I’m still not very good at it, but I know time really is zero-sum, and it’s the one thing that no one’s making more of. I don’t have special go-to language. I try to tell people the truth, and people are surprisingly understanding. I might say something like “I really wish that I could, but I’m really trying to focus on [XYZ project] right now, and

JOBS: The most important thing I think you can do for somebody who’s really good and who’s really being counted on is to point out to them when they’re not—when their work isn’t good enough. And to do it very clearly and to articulate why … and to get them back on track.