Create real options

Only offer choices that are genuinely possible.

If someone chooses an option and is repeatedly told they cannot have it, they may learn that expressing a preference makes little difference.

Sometimes there will be genuine reasons why a particular option isn't immediately possible.

Be honest about this and consider:

What could we do to make the person's preference possible?

This might involve planning, adapting staffing, managing risk differently or finding an alternative way of achieving what matters to the person.