How to Say No Without Being a Bottleneck

Saying no is easier when I can explain what the requested work would displace. Otherwise it sounds like I'm guarding a mysterious queue of more important things.

I try to offer a useful next step: reduce the scope, move another task, or revisit the request on a particular date. Sometimes the answer really is that we can't do it. I'd rather say that clearly than agree and leave someone waiting for work that hasn't got a realistic slot.