Knowing and Guessing

The line between average and exceptional work performance is dotted with ordinary day-by-day behaviors. I was reminded of that line recently. My husband was explaining to a nurse how he'd inadvertently taken the last dose of the live typhoid virus on the wrong day and wondered if he needed to retake the sequence prior to our Africa trip. "No," she commented, "I think you'll be fine." We both knew she was guessing.

While rolling down my sleeve from the next set of immunizations, a different nurse poked her head into the room. "I overheard your conversation at the desk." she said to Dan. "We've never had that situation, so I thought it best to call the drug manufacturer for advice. Turns out you need to retake the entire dosage." We were grateful she took the extra step.

It's not possible to know all the answers to all the questions you'll get tossed in the workplace. But, be willing to say when you don't. That's better than giving out misinformation or guessing at an answer without making it clear it's a guess. People who are winning at working add four words - "but I'll find out." And they do find out and get back to the person. That extra step differentiates their performance in the workplace.

Jeff was already in the department when I was hired to manage it. "I don't know" was his typical response when queried beyond the surface status reports of his projects. At first, I expected Jeff to automatically find out the answers to my questions and inform me, his new boss. But he never did. Jeff managed to train me to follow up to his "I don't know," with "please find out and tell me."

Jeff worked for me for two years and at the time I moved on, I was still asking him to find out. For Jeff and people like Jeff, "I don't know" is a habitual way to reduce their task list. To them, "I don't know" ends it. What they don't realize is what else it ends in the minds of their bosses, clients or customers.

It baffles me that someone thinks saying "I don't know" suffices when it involves their work responsibilities. It baffles me how frequently people offer their best guesses like factual answers. And it baffles me, in my twenty years in management, how surprisingly few people took the small step to find out. Those who did stood out. They went from guessing to knowing. Find out answers and you'll build knowledge that differentiates you.

Want to be winning at working? Stop guessing; start knowing. The next time you find yourself venturing a guess on an important answer, pause. Then reframe your response with, "I don't know for sure, but I'll find out for you." Not only will you be adding to your knowledge base, but when you find out and follow up with the person, you'll be building your credibility and crossing an important performance line.

(c) 2005 Nan S. Russell. All rights reserved.

Sign up to receive Nan's free biweekly eColumn at http://www.winningatworking.com Nan Russell has spent over twenty years in management, most recently with QVC as a Vice President. She has held leadership positions in Human Resource Development, Communication, Marketing and line Management. Nan has a B.A. from Stanford University and M.A. from the University of Michigan. Currently working on her first book, Winning at Working: 10 Lessons Shared, Nan is a writer, columnist, small business owner, and on-line instructor.

Visit http://www.nanrussell.com or contact Nan at info@nanrussell.com.

---

The Career Athlete: What It Takes to Manage Your Career

Managing your career, just like managing your life, requires preparation... Read More

Four Important Questions to Ask Your Interviewer; Do You Really Want to Work for This Person?

Many job seekers miss a golden opportunity when they are... Read More

17 Surefire Ways to Annoy Potential Employers

Despite the President's encouraging words, the job market is still... Read More

Students Discover Your Niche By Using Career Assessment

In our ever changing world where job competition is rampant... Read More

Overcoming the 7 Roadblocks Women with Families Face Making Career Changes

Family is the driving force of our lives. You need... Read More

How To Ask For A Pay Rise!

Negotiating a pay rise is not something many people do... Read More

Why Human Resources Are The Real Key To Success In This Information Age

The rapid changes that have mainly been brought about by... Read More

Ten Great Careers For Computer ?Geeks

The universal acceptance of computers into our daily lives, both... Read More

If You Think You Cant Change Course... Youre Right

You've heard the... Read More

Can You Tell Me Something About Yourself!

Interview Question, "Tell Me Something About Yourself?""Tell me about yourself"... Read More

Top 10 Skills for New World of Work

There are many changes coming in the world of work,... Read More

Become A Personal Trainer

Every human body is different and a personal trainer will... Read More

Look in the Mirror

Take a moment to step outside yourself. Now, be honest... Read More

The Last Minute Interview

Your breath catches in your throat - at last, an... Read More

Growing Up On A Delaware Farm

Growing up on a Delaware farm was a wonderful and... Read More

Dress For Success

You have heard the phrase, "Dress for Success." This is... Read More

Counter-Offers: Do They Merit Consideration?

You are one of the fortunate few who have not... Read More

Self-Preservation Techniques For The Unemployed

Looking for work can be difficult, frustrating, anxiety-provoking, and demeaning.There... Read More

Should I leave My Job?

Most of us have to work for a living. Since... Read More

Job Hunting Tips: Assessing Personal Value

A week out of work is a vacation. You can... Read More

Why Culinary Education

If you are thinking about a career in culinary arts... Read More

Writing a Resume: To Template or Not To Template?

Are free resume templates a viable answer to preparing a... Read More

Gray Hair, Black Prospects

If you're reading this article, I'm sure I don't have... Read More

Mastering the Job Interview - 5 Tips to Make Yourself Irresistible to the Interviewer

So you've figured out, more or less what you want... Read More

Vocational Experts 7 Proposals to Solve the Unemployment Problem

The subject is constantly in the news and may decide... Read More

Oil, Lube and Filter Employee Pay

We have been studying the labor rates of Oil, Lube... Read More

Settling Successfully Into Your New Job

The euphoria of getting a new job can sometimes be... Read More

Managing The Boss Is Essential To Career Success

Your boss is the gatekeeper of your career. Unless you... Read More

An Alternative to Hiring Employees

Current trends in business are conspiring to create a revolution... Read More

Negotiating Skills: How to Obtain the Salary You Want

Salary negotiating is an important topic that must be addressed... Read More

Dissatisfied With Your Job? Stop Putting Your Attention on What You Dont Want!

If I were to ask you the percentage of time... Read More

How You Can Find Freelance Writing Employment

How can you find writing jobs? Do you have proven... Read More

Reinvent Yourself in a New Career

Some people reserve the word "vocation" for religious calling. Contemporary... Read More