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.

---

Creating Your Own Luck

Losing my job in the last recession of... Read More

Does Retirement Fit Into Your Busy Schedule?

Why do you work?Stop and think about it. Other than... Read More

Employees, Get Used to Working under Surveillance

Let's face it. Monitoring employees' e-mail, tracking their Internet use,... Read More

What You Cant Ask a Job Candidate is as Important as What You Can Ask

As a human resources professional or business owner, you face... Read More

Job Interviews: Plan Your Appearance to Make a Great First Impression

Your personal appearance is a critical component of that all-important... Read More

Career Change Is Not For Wimps! 3 Powerful Steps to Do Work You Love

Tough words... but I truly believe that folks who make... Read More

What Exactly Online Recruitment Agencies Do?

Any online recruitment agency can help you to submit for... Read More

The Last Minute Interview

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

Those Little Things

Moving to another state meant finding a new dentist. I... Read More

Are Your References Ready?

One of the most common forms of background check performed... Read More

From The WorkWise Collection: Job Hunting in the New Economy

To succeed in today's global marketplace, companies must hire the... Read More

12 Steps to Targeting Success in Your Career or Job Search

Is your job search sagging? Are you still looking for... Read More

Smokin? Up a Storm: Clothing, Smokers, and the Job Interview

You're nervous. You're so nervous that you crave a smoke.... Read More

How NOT to Write a Resume

You can learn a lot about how to do something... Read More

Are Online Degrees Valid to Prospective Employers?

Online distance learning has gained rapid popularity with the advent... Read More

Tales from the Corporate Frontlines: Career Opportunities for New Graduates

Tales from the Corporate Frontlines: Career Opportunities for New GraduatesThis... Read More

Energizing Synergy

Would you like to have more energy and synergy in... Read More

My Career is in the Doldrums - Do I Need a Coach or a Therapist?

Is Monday the worst day of your week? Can you... Read More

What is Absolutely the Best Day to go on a Job Interview?

First of all, to fully understand and appreciate the answer,... Read More

Resume Tune Up

Employers have fears, uncertainty and DOUBT (the FUD factor) over... Read More

Phone Interviews: Prepare to Ace Them!

More companies are saving time and effort by doing initial... Read More

Is Pursuing a Career in Patent Law the Right Move for You?

What's It All About? The field of patent law is... Read More

Job Search Blurts

I coined this word to draw attention to the nervous... Read More

Rekindling Passion for Work

Passion comes in many forms. I'm focused on the version... Read More

Get Beyond Your Tasks

Ever hear the story of the two masons working side... Read More

Giving Notice: 6 Things to Do To Prepare to Leave

After days, weeks, months or longer of interviewing, you have... Read More

Recovering From a Career Crisis

If you have ever experienced any of the following, you... Read More

Unemployment Survival: Taking Back Control

One of the most emotionally crippling aspects of unemployment is... Read More

From The WorkWise Collection: Ten Ways to Win the Job Search Mind Game

Are you one of the thousands of job seekers who... Read More

Creating a Winning Resume

Preparing your resume can often seem like a daunting task.... Read More

Fantastic Job Fair Follow-up

Set the stage for fantastic job fair follow-up while you... Read More

Necessary Psychological Skills When Working in the Executive Protection Field

The "hard" skills necessary for an executive protection specialist (EPS)... Read More

Crafting A Stellar Career Summary For Your Resume

Are you a career changer? Or, are you satisfied with... Read More