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.


More Resources

American Idol Syndrome
I like Simon, one of three judges on American Idol. I find his feedback refreshingly honest.
Do What You Love, Love What You Do
Everyone dreams of a life full of love and adventure. But we fill ourselves with reasons not to follow our dreams.
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 asked towards the end of an interview if they have any questions. If they feel the interviewer adequately explained the position, they make the mistake of answering "No" to this question.
Targeting Your Resume is So Important For Your Career
Targeting your portfolio, (resume and cover letter) can get you any job you desire! The purpose of targeting is so you can find your perfect match, your dream job!To target successfully, you need to calculate the position, do this and you will be sure to hit the mark.When targeting the job you wish to apply for, ask yourself,"Am I responding to this position because I really want to do this job, or am I merely responding because the position is available?" Remember, there are always vacant positions to fill, but finding an open position that you truly want to perform every day, is going to take a more committed search.
Hair Dressing as a Career
Since the world started hair has been a very important aspect of individual personality and with the change in time hair has emerged as a big form of self expression for both men and women.In todays world everyone wants to look beautiful, everyone wants to get compliment from their friends and its a well known fact that when you look good you feel good and then you work better.
The Power to Succeed
It's amazing how we fool ourselves..
The Surefire Way To Getting A Pay Raise
If you are working for someone else, it is important to remember this fact: No one gives you a raise, you must earn it. You've got to prove you are worth the additional money you are asking for.
How to Make More Job Contacts Faster, through Viral Marketing
Are you in the job market? Sick of every blog-byte cramming down your throat that you have to get out there and network? Feel like your traditional networking efforts have turned into a self-destructive waste of time? Online Social Networking (OSN), a form of viral marketing, is a better way to hook up to opportunity. Done right, it'll do wonders for your self-esteem and warp-speed your contact development.
Where Do I Go From Here?
Making Your Future Work Better For YouIt's the commonest concern people have about their careers. Where am I heading? Is this the right direction for me? How can I tell what will suit me best? Making good career decisions doesn't have to be agony if you clear away a few misconceptions.
How Can You Find Freelance Writing Jobs?
Do you think that there is a big sign that reads, "Freelance Writing Jobs, Apply Within"? There just is not. In fact, you may have a hard time finding writing jobs of any type advertised in any employment magazine or newspaper either.
Tales From the Corporate Frontlines: Here Today, Gone Tomorrow
This article relates to the Job Security competency, commonly evaluated in employee satisfaction surveys. After a large scale cut in personnel, this particular group of employees needed some extra support.
Franchising Offers NO Guarantees --
You have to ask --- IS a FRANCHISE FOR YOU?There are NO guarantees. You invest your money and take your chances.
How to Be Prepared for a Layoff
If you are concerned that your company might be planning a layoff, your best course of action is to be prepared. Employees often see warning signs that their jobs may be at risk.
How Hedgehogs Hire
In my last column, I explored Jim Collins' "hedgehog" principle, and how powerfully this can be used to attract great employees. After many dozens of CEO interviews, I'm convinced that leaders with well-defined hedgehogs deploy the most successful hiring models.
The Case For Internships
America may be the Land of Opportunity, but this is also the land of the Big Trade-Off. Sure, you can have that nice house, but you're going to have to become a mortgage slave to keep it.
Job Hunting Tips: Accepting Judgment
Applying for work is stressful, no matter the circumstances. Even if you are already working, and merely looking to see what else is out there, you still want to be offered the position.
Medical Billing And Coding Profession
Medical billers and coders are in high demand among the allied health occupations. According to the US Bureau of Labor Statistics (BLS), health information technicians are one of the 10 fastest-growing allied health occupations.
Reactions to Job Loss; Getting Past the Emotions
Without doubt, job loss through downsizing or redundancy, is a major event for everyone when it happens. Most of us invest so much of ourselves in what we do that job loss can take away our sense of status and belonging, as well as the routine and support that work provides.
Opportunities in Automotive Services Industries - How To Cash In
I believe it would be safe to say that the transportation industry is one of the highest revenue producers in today's modern economies.Millions upon millions of private passenger vehicles rule the highways and rural roads in countries around the world.
8 Steps to Getting On-Track When You Start a New Job
Starting a new job can feel like moving to a new country. Your language skills may be modest.

More Careers & Employment Information:

Related Articles

Multiple Skills for the 21st Century
(excerpted from The Weekend Seminar - Skills for the 21st Century 1999 Version)I find it's important to not walk into the 21st Century without multiple skills. But what I also find is that if you are already in sales, network marketing or have an entrepreneurial business (or plan to in the future), you can gain the needed skills for the future while you create your income now.
Making Yourself More Relevant To The New Workplace
Being a current job seeker can be quite a challenging prospect as there are many changes in the workplace. Life-long employment is no longer the norm and workers must also learn to adapt with the complementary expertise of foreign talents.
Ten Healthcare Fields That Cant Wait To Hire You
Healthcare is one of the hottest career fields in America today. The aging and retiring of the largest population segment in the country, known as "baby boomers", has left the healthcare industry racing to find enough employees to fill the void.
5 Resume Mistakes Telecommuters Often Make
Finding a legit telecommute job can be difficult. Telecommute jobs are in high demand and hundreds if not thousands of other people are competing for the same position.
Telecommuting Website (Part Two)
Last article I discussed why a telecommuter would benefit from starting a website, and what you should include on the website. This article, I'm going to cover how to market the website and the basics of getting one set up.
Stacking The Deck In Your Favor
Many people do not bother to look at their own magnificence and without that view it is not likely that we will recognize the need for strategies to maximize our strengths. When we buy an outfit for a special affair, we automatically try to coordinate each piece so that they enhance one another and amplify our sense of "looking good" from head to toe.
Three Myths About Resume Writing
Your perspective on resumes - what they are and how they function - will doubtless influence how well you can write your own. To create an outstanding resume, begin by questioning and replacing some of the commonly held assumptions about resume writing.
Auto-Disqualification - When Your Resume Never Reaches the Decision Maker
How would you know if your resume did or didn't reach the appropriate decision maker? You can truly never know for certain. However, there are steps you can take to ensure that your resume does not get "auto-disqualified", or provide obvious reasons not to be hired.
The Group Interview
Sometimes, when going on job interviews, you might end up in a situation where you are in a group interview. A group interview is where you are being interviewed along with several other candidates for the job.
In a Rut? Ready for a Career Change?
Are you unhappy at work? Tired and lacking energy and drive? Don't worry, you are not alone! Studies in the US show that up to 70 percent of the workforce is unhappy with their job at any given time. We all feel dissatisfied and frustrated with our jobs at times.
Your Attitude Is Screaming
There is more attitude around than the 'traditional 'positive / negative attitude. This issue's topic will expose you to the other kind of attitude.
The Not-So-Effective Cover Letter
Here's a newsflash: Cover letters work, plain and simple. This is why I'm intrigued by the fact that a) jobseekers rarely submit them and b) hiring managers seldom read them.
How To Get More Interviews In Your Job Search
Richard Bolles, job search guru and author of What Color Is Your Parachute? predicts that you can expect to search for work 1-2 months for every $10,000 you hope to earn. So, if you're looking for a $40,000 a year position, you may search for 4-8 months to land it.
Avoid Potential Job Interview Disasters
There are definitely things that you can do to avoid minor mishaps which could ultimately blow an interview. Become familiar with these 7 potential interview disasters so you can prevent them from obstructing your path to that ideal job.
Kick-In-The-Pants Job Search
Believe it: three obstacles will hold you back from your ideal job -- your résumé, you, and your job-search methods. There's no hidden formula; there's no bribery needed; there's no one standing in front of employment - other than YOU!You've probably heard all the excuses, or used them yourself.
Finding Employees For Insurance Industry Jobs
Finding the right employee for any job opening can be a challenge to say the least, and this is no truer than in the insurance industry. With considerations ranging from experience and education to their personal skills, the decisions faced by recruiters and employers can be of critical importance.
How to Tell if You are Fired and Just Dont Know It
No one should be fired and be surprised about it. There are always warning signs.
Looking for a Qualified Medical Billing Specialist
Families, mothers, employers, and medical practices all interact in one way or another with a medical billing specialist. When medical billing is required, a qualified medical billing specialist can help you process your claim quickly and thoroughly.
Are You a Nice Person? What Companies are Looking for in Recruiting and Retaining Great People
Hal Rosenbluth, author of The Customer Comes Second, states; "In our selection process, kindness, caring, compassion, and unselfishness carry more weight than years on the job, an impressive salary history, and stacks of degrees."Does your company hire these types? Are you one of them? Take the following quiz to see if you are:Agree Disagree1.
The Top 10 Mistakes Job Seekers Should Avoid In Contacting An Employer
There are numerous tools and resources available to guide job seekers through the steps of a career transition. These tools are very useful and suggest much that you should do.