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The Art of Not Knowing

The Art of Not Knowing

The fear of saying “I don’t know” started long ago. In the past, a person’s ability to gain employment was based on their depth of knowledge and aptitude at a particular trade.[1] Workers received intense training and usually performed an apprenticeship before they were considered a “professional” and respected as such. Saying the words, “I don’t know” was an indictment of incompetence.

But the work landscape has changed.

In today’s workforce, having in depth expertise is less valuable and has become a distant second behind potential. A person’s potential and capacity to learn is more important and far more valuable than encyclopedic knowledge on a particular topic.

The Beauty of Not Knowing

The birth of the internet created a huge shift in the information paradigm. Now, information, data and knowledge are literally at your finger tips. The impact of the information sharing on every level and subject, which is readily available 24/7, is a remarkably wonderful double-edged sword.

Things that were privy only to certain people and shared within closed circles is now accessible to all. If you want to know —you can.

The amount and magnitude of information available is overwhelming and incomprehensible. It has become almost impossible to be a true “subject matter expert.” The paradox is that both everyone and no one is an expert.

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The shift in information sharing has also impacted workplace norms. Where it used to be frowned upon and taboo to use the words, “I don’t know” in a professional environment, it now has become acceptable and expected. Today people are hired based on their ability to process information not to memorize it — which is a far more remarkable and better use of the brain.

Our brains have gone from being storage containers to multifaceted microprocessors. Your ability to gather, comprehend, evaluate, synthesize, apply and create new information is your most attractive attribute — not your current knowledge base.[2]

Embracing “I Don’t Know”

The quicker you embrace the fact that you don’t know everything about anything, the better off you and those around you will be. You will unburden yourself of undue stress at work and you shift your brain into a continuous state of learning.

The value in embracing and saying “I don’t know” lets you off the hook and helps reduce all of the misinformation pervading our information system. The truth is, your boss doesn’t care whether or not you can produce information on the spot, he or she is more interested in whether or not you can find the correct information quickly and apply it properly.

Chasing “I don’t know,” with “but I’ll get back to you shortly,” is the recipe for continued growth, humility, and opportunities.

How to Know What You Don’t Know

Now that you understand now knowing everything is totally okay in the workplace, it’s time to understand how to complete the process and close the loop. Not knowing is acceptable; but failure to rectify the knowledge gap is not.

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Find out What’s Missing

The first step (after admitting your ignorance on the subject) is to ensure that you understand exactly what information you are being asked to provide.

Nothing is worse than misunderstanding what it is the other person needs and chasing your tail down rabbit holes. Make sure what information you are being asked to gather and synthesize and then find out how it should be presented. This is a simple yet critical first step.

Think Through What You’ve Got

Now comes the part of the process where you gather the necessary information.

Ensure your sources are reliable. Read the information and then put it into two categories: What you know and understand and What you need to know or need to clarify further.

Make a list of concepts that you need to research more in depth. Clearly defining and assessing the information is the first step in critical thinking.

Fill in Knowledge Gaps

Focus your energy on researching the things you don’t know or can’t articulate clearly.

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Always work from authoritative and well-known research. Use information from industry experts. Start from an original source such as a research study and then work your way out.

Read the abstract first, then find easier to read blogs, articles, books and videos that are based on this founding research. This will help you understand if the secondary sources are accurate. This will not only assist you in understanding the information but reading “lighter” materials also assists you with finding the vocabulary and other tools (charts, graphs, infographics, videos, podcasts, etc.) that can help you accurately explain the concepts.

Suggest Actions

Once you have and understand the information, create a plan of action.

Your course of action depends on the initial request. If you are being asked to present the information for knowledge only purposes, plan your presentation method accordingly.

If you are being asked to provide a solution or recommend a course of action based on your findings, be sure to use a structured research approach such as the “Five Why’s”. Using a structured research method will assist you in making a logical and researched based decision that has passed multiple tests. It also will assist in catching and mitigating flawed logic which is inherent to any decision making process.

Discuss and Brainstorm

Once you’ve identified a few possible solutions using a systematic approach, talk through your research findings and thought process with someone else — your boss or trusted co-worker. Together you can brainstorm potential solutions or assist each other in finding creative and innovative solutions to the issue.

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No matter how thorough you are during your research process, you should always seek the input of others. The only perspective you have — regardless of how much research you do is–yours. Seeking the counsel of others broadens your perspective.

Making “I Don’t Know” Palatable

If saying the words “I don’t know” makes you cringe, here are a few alternatives:

  • “I don’t have a concrete solution at the moment. Let me gather some information and I’ll get back to you.”
  • “I don’t want to make a hasty decision that we may regret, please give me a few hours to look into this.”
  • “This particular situation may warrant a different course of action, I’ll do some research and get back to you by the end of the day.”

These are just examples— modify to fit your communication style and situation. The thing to note is that in each example you make it clear that:

  • You don’t have an answer.
  • You are going to research the topic/possible solutions.
  • You provide an appropriate time frame in which you will provide the information/suggested solution.

This approach allows your boss and colleagues to know that you understand the importance of the issue. It also lets them know that you are reliable and are going to work to find the best possible solution in lieu of handing them a half-baked, under-thought remedy which may do more harm than good. In the end, you actually walk away looking more competent, caring and committed than had you been able to provide an answer immediately.

Not Knowing Doesn’t Make You Impotent

“I don’t know” is a legitimate, acceptable and more importantly— responsible response when you don’t know an answer.

Your credibility doesn’t lie in your ability to provide encyclopedic knowledge on demand. We have the internet for that.

Instead, your credibility lies in your ability to track down, research and synthesize information and provide that information in the proper format to the proper people.

Reference

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Leon Ho

Founder & CEO of Lifehack

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Last Updated on January 6, 2021

14 Ideas on How to Measure Productivity to Make Progress

14 Ideas on How to Measure Productivity to Make Progress

Everyone has heard the term productivity, and people talk about it in terms of how high it is and how to improve it. But fewer know how to measure productivity, or even what exactly we are talking about when using the term “productivity.”

In its simplest form, the productivity formula looks like this: Output ÷ Input = Productivity.

For example, you have two salespeople each making 10 calls to customers per week. The first one averages 2 sales per week and the second one averages 3 sales per week. By plugging in the numbers we get the following productivity levels for each sales person.

For salesperson one, the output is 2 sales and the input is 10 sales: 2 ÷ 10 = .2 or 20% productivity. For salesperson two, the output is 3 sales and the input is 10 sales: 3 ÷ 10 = .3 or 30% productivity.

Knowing how to measure and interpret productivity is an invaluable asset for any manager or business owner in today’s world. As an example, in the above scenario, salesperson #1 is clearly not doing as well as salesperson #2.

Knowing this information we can now better determine what course of action to take with salesperson #1.

Some possible outcomes might be to require more in-house training for that salesperson, or to have them accompany the more productive salesperson to learn a better technique. It might be that salesperson #1 just isn’t suited for sales and would do a better job in a different position.

How to Measure Productivity With Management Techniques

Knowing how to measure productivity allows you to fine tune your business by minimizing costs and maximizing profits:

1. Identify Long and Short-Term Goals

Having a good understanding of what you (or your company’s) goals are is key to measuring productivity.

For example, if your company’s goal is to maximize market share, you’ll want to measure your team’s productivity by their ability to acquire new customers, not necessarily on actual sales made.

2. Break Down Goals Into Smaller Weekly Objectives

Your long-term goal might be to get 1,000 new customers in a year. That’s going to be 20 new customers per week. If you have 5 people on your team, then each one needs to bring in 4 new customers per week.

Now that you’ve broken it down, you can track each person’s productivity week-by-week just by plugging in the numbers:

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Productivity = number of new customers ÷ number of sales calls made

3. Create a System

Have you ever noticed that whenever you walk into a McDonald’s, the French fry machine is always to your left? 

This is because McDonald’s created a system. They have determined that the most efficient way to set up a kitchen is to always have the French fry machine on the left when you walk in.

You can do the same thing and just adapt it to your business.

Let’s say that you know that your most productive salespeople are making the most sales between the hours of 3 and 7 pm. If the other salespeople are working from 9 am to 4 pm, you can potentially increase productivity through something as simple as adjusting the workday.

Knowing how to measure productivity allows you to set up, monitor, and fine tune systems to maximize output.

4. Evaluate, Evaluate, Evaluate!

We’ve already touched on using these productivity numbers to evaluate and monitor your employees, but don’t forget to evaluate yourself using these same measurements.

If you have set up a system to track and measure employees’ performance, but you’re still not meeting goals, it may be time to look at your management style. After all, your management is a big part of the input side of our equation.

Are you more of a carrot or a stick type of manager? Maybe you can try being more of the opposite type to see if that changes productivity. Are you managing your employees as a group? Perhaps taking a more one-on-one approach would be a better way to utilize each individual’s strengths and weaknesses.

Just remember that you and your management style contribute directly to your employees’ productivity.

5. Use a Ratings Scale

Having clear and concise objectives for individual employees is a crucial part of any attempt to increase workplace productivity. Once you have set the goals or objectives, it’s important that your employees are given regular feedback regarding their progress.

Using a ratings scale is a good way to provide a standardized visual representation of progress. Using a scale of 1-5 or 1-10 is a good way to give clear and concise feedback on an individual basis.

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It’s also a good way to track long-term progress and growth in areas that need improvement.

6. Hire “Mystery Shoppers”

This is especially helpful in retail operations where customer service is critical. A mystery shopper can give feedback based on what a typical customer is likely to experience.

You can hire your own shopper, or there are firms that will provide them for you. No matter which route you choose, it’s important that the mystery shoppers have a standardized checklist for their evaluation.

You can request evaluations for your employees friendliness, how long it took to greet the shopper, employees’ knowledge of the products or services, and just about anything else that’s important to a retail operation.

7. Offer Feedback Forms

Using a feedback form is a great way to get direct input from existing customers. There are just a couple of things to keep in mind when using feedback forms.

First, keep the form short, 2-3 questions max with a space for any additional comments. Asking people to fill out a long form with lots of questions will significantly reduce the amount of information you receive.

Secondly, be aware that customers are much more likely to submit feedback forms when they are unhappy or have a complaint than when they are satisfied.

You can offset this tendency by asking everyone to take the survey at the end of their interaction. This will increase compliance and give you a broader range of customer experiences, which will help as you’re learning how to measure productivity.

8. Track Cost Effectiveness

This is a great metric to have, especially if your employees have some discretion over their budgets. You can track how much each person spends and how they spend it against their productivity.

Again, this one is easy to plug into the equation: Productivity = amount of money brought in ÷ amount of money spent.

Having this information is very useful in forecasting expenses and estimating budgets.

9. Use Self-Evaluations

Asking your staff to do self evaluations can be a win-win for everyone. Studies have shown that when employees feel that they are involved and their input is taken seriously, morale improves. And as we all know, high employee morale translates into higher productivity.

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Using self-evaluations is also a good way to make sure that the employees and employers goals are in alignment.

10. Monitor Time Management

This is the number one killer of productivity in the workplace. Time spent browsing the internet, playing games, checking email, and making personal calls all contribute to lower productivity[1].

Time Management Tips to Improve Productivity

    The trick is to limit these activities without becoming overbearing and affecting morale. Studies have shown that most people will adhere to rules that they feel are fair and applied to everyone equally.

    While ideally, we may think that none of these activities should be done on company time, employees will almost certainly have a different opinion. From a productivity standpoint, it is best to have policies and rules that are seen as fair to both sides as you’re learning how to measure productivity.

    11. Analyze New Customer Acquisition

    We’ve all heard the phrase that “It’s more expensive to get a new customer than it is to keep an existing one.” And while that is very true, in order for your business to keep growing, you will need to continually add new customers.

    Knowing how to measure productivity via new customer acquisition will make sure that your marketing dollars are being spent in the most efficient way possible. This is another metric that’s easy to plug into the formula: Productivity = number of new customers ÷ amount of money spent to acquire those customers.

    For example, if you run any kind of advertising campaign, you can compare results and base your future spending accordingly.

    Let’s say that your total advertising budget is $3,000. You put $2,000 into television ads, $700 into radio ads, and $300 into print ads. When you track the results, you find that your television ad produced 50 new customers, your radio ad produced 15 new customers, and your print ad produced 9 new customers.

    Let’s plug those numbers into our equation. Television produced 50 new customers at a cost of $2,000 (50 ÷ 2000 = .025, or a productivity rate of 2.5%). The radio ads produced 15 new customers and cost $700 (15 ÷ 700 = .022, or a 2.2% productivity rate). Print ads brought in 9 new customers and cost $300 (9 ÷ 300 = .03, or a 3% return on productivity).

    From this analysis, it is clear that you would be getting the biggest bang for your advertising dollar using print ads.

    12. Utilize Peer Feedback

    This is especially useful when people who work in teams or groups. While self-assessments can be very useful, the average person is notoriously bad at assessing their own abilities.

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    Just ask a room full of people how many consider themselves to be an above average driver and you’ll see 70% of the hands go up[2]! Now we clearly know that in reality about 25% of drivers are below average, 25% are above average, and 50% are average.

    Are all these people lying? No, they just don’t have an accurate assessment of their own abilities.

    It’s the same in the workplace. Using peer feedback will often provide a more accurate assessment of a person’s ability than a self-assessment would.

    13. Encourage Innovation and Don’t Penalize Failure

    When it comes to productivity, encouraging employee input and adopting their ideas can be a great way to boost productivity. Just make sure that any changes you adopt translate into higher productivity.

    Let’s say that someone comes to you requesting an entertainment budget so that they can take potential customers golfing or out to dinner. By utilizing simple productivity metrics, you can easily produce a cost benefit analysis and either expand the program to the rest of the sales team, or terminate it completely.

    Either way, you have gained valuable knowledge and boosted morale by including employees in the decision-making process.

    14. Use an External Evaluator

    Using an external evaluator is the pinnacle of objective evaluations. Firms that provide professional evaluations use highly trained personnel that even specialize in specific industries.

    They will design a complete analysis of your business’ productivity level. In their final report, they will offer suggestions and recommendations on how to improve productivity.

    While the benefits of a professional evaluation are many, their costs make them prohibitive for most businesses.

    Final Thoughts

    These are just a few of the things you can do when learning how to measure productivity. Some may work for your particular situation, and some may not.

    The most important thing to remember when deciding how to track productivity is to choose a method consistent with your goals. Once you’ve decided on that, it’s just a matter of continuously monitoring your progress, making minor adjustments, and analyzing the results of those adjustments.

    The business world is changing fast, and having the right tools to track and monitor your productivity can give you the edge over your competition.

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    Featured photo credit: William Iven via unsplash.com

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