Lesson 26 - PHONEY KNOW-IT-ALLS

Characteristics: They...

Present their opinions as if they are the only ones who understand the subject. Are addicted to exaggeration.

Speak with a tone of condescension and aloofness as if there was something special about what they know.

Are closed minded and leave very little room for difference of opinion.

Will find something or someone to blame if their decisions backfire.

Their thoughts/feelings/intentions.
"I act like I know it all because it gets me attention and appreciation."

"I want people to accept what I say and not try to argue with me."

"If people disagree with me in public. I'll put them down and make them look stupid."

"If people bring up a counterpoint, I'm prepared to barrage them with details, facts and figures."

Our typical thoughts/feelings:
"This person knows so much, my idea must be something inconsequential. I feel stupid."

"Maybe he/she is right. I should just go along with him/her. I feel unsure and insecure."

"It's no use; I can't deal with this. I feel helpless."

To deal with Know-It-Alls: (our intentions/actions)
Listen to them. Know-It-All's egos are wrapped up in what they are saying. Use a paraphrase to clarify the message.

 

If you plan to disagree, get your facts together first. Do your homework.

Present your views, but do it indirectly. Proceed cautiously step by step. Bring them with you as you redirect them while you deal with the problem/concern.

 

It's best to give Know-It-Alls an escape route. Even in cases where you can prove them wrong, it's usually best to give them an out.

Case example - Know-it-all Ted

Case example:
You work for a computer hardware company in tech support and get this call.
"My name is Theodore Davis. I am the MIS director at my company. I have worked with hundreds of hard drives and there is clearly something wrong with your product."
You: "Please tell me what the problem is."
Theodore describes problem which you have dealt with before and know exactly what is wrong.
You: "I'm very familiar with this problem. It has come up before. You have a software extension conflict. Please tell me what extensions you have loaded."
Theodore: "It is not a software problem. The problem is with your hardware."

Briefly describe how you would deal with Theodore using the COPE procedure. State your major objectives, design a strategy that might work, and indicate what you would say to carry out your strategy.

Center Self (How would you center yourself?)

Objectives (What are your short and long range goals?)

Plans (What response strategy or strategies would fit your goals?)

Execute Plan (What statement would you make to the person that fits your response strategy? Please write it out.)

Send this assignment as an email to the Instructor, Marshall Chatwin

Then go to Lesson 27.

To Lesson 27

To Menu Page