How to coach someone who thinks they know everything

How to Deal with Your Workplace's Mr. or Ms. Know-It-AllJan 24, 2019By Renée EvensonA sample scenario:Grace has been doing her job for three years. Shes an experienced employee and

How to coach someone who thinks they know everything

How to Deal with Your Workplace's Mr. or Ms. Know-It-All

Jan 24, 2019

By Renée Evenson

A sample scenario:
Grace has been doing her job for three years. Shes an experienced employee and rarely has to ask for help. Her boss has assigned her additional projects, and shes felt proud to have completed them successfully. Shes also filled in for the boss when hes been on vacation. Grace works well with her team members and feels they respect herall except Kyle, the team know-it-all. Shes about had it up to her eyeballs with Kyle, whose superior attitude and desire to treat others as though they dont know how to do their jobs has gotten to her. Shes talked to a couple of her coworkers about it, and they feel the same.

Know-it-alls think they know everything. They feel superior, are dismissive of others opinions, are unwilling to listen to others, and love to tell others how to do their job. Know-it-alls like to hear themselves talk. This behavior may become so ingrained that it becomes part of the know-it-alls personality. The bottom line is that they dont know any other way to act. They come off as self-centered and pompous and easily irk you, especially if you know how to do your job well. You bite your tongue when he starts telling you what you already know. You bristle when she talks down to you. But theres an effective way to deal with the know-it-alls, to gently put them in their place without sounding like a know-it-all yourself.

The key to dealing with these types is to use tact and assertiveness. When the know-it-all tells you how to do your job, speak up, say thank you, and then add that if you need help youll be sure to ask. This may put an end to the behavior. If it doesnt, take the person aside and have a heart to heart. Explain how his actions make you feel. Allow her to save face by acknowledging that you think shes smart. But be prepared, because the person may not back down and take responsibility.

In addition, understand that youre not going to completely change this persons behavior toward others. Your goal is to stop the behavior thats directed at you. If youre able to do that, then youll be able to move forward and work with your coworker on a level playing field.

Grace has tactfully mentioned to Kyle that if she needs help shell ask him, but hes continued to treat her as though she doesnt know what shes doing. Earlier today, during a meeting, Kyle alluded to the fact that he helped Grace complete a project when he hadnt. She fumed and decided it was time to confront him directly.

Follow these 5 steps to deal with your office know-it-all:
Step 1: Think First
Before Grace approached Kyle, she took time to calm down and diffuse her anger. She thought about what she was going to say and also how hed respond. Thinking about the situation increased her confidence when she spoke to him.

Step 2: Gain a Better Understanding
When they took their afternoon break, Grace said: Kyle, theres something I want to talk to you about. Do you have time for us to go outside for a few minutes? Kyle nodded.

During the meeting today, it really bothered me that you said you had to help me finish the project, especially when I had already completed it when you asked me what Id been working on, Grace told him. "While I appreciate that you were trying to help, when you said that it made me feel devalued. Grace spoke assertively and tactfully, maintained eye contact, and presented a confident demeanor by standing up straight and allowing her hands to fall naturally at her sides.

Grace then kept quiet and allowed Kyle time to respond. He looked up and away from her, as though he were replaying the events of the meeting in his mind. Then he looked at her and said: Sorry. But when you told me what you were working on, Id already completed a project like that. I just wanted to let you know how I handled it.

Step 3: Define the Problem
Okay, Grace said. So even though I didnt ask for help, you thought you needed to help me.

Yeah, Kyle admitted. When I did that project, the boss was very pleased with my work.

But again, even though I didnt ask for help, you thought you needed to offer your input? Grace asked.

Kyle shrugged his shoulders and nodded. I didnt mean anything derogatory by it.

Step 4: Offer Your Best Solution
Grace threw him an olive branch. Look, Kyle, I appreciate that youre intelligent and are very good at what you do. I hope you appreciate that Im also intelligent and know what Im doing. Ive been on the job for three years, and Im proud that Im good at what I do. When the boss assigned the project to me, he did so because he was confident that Id do a good job. Because I dont want to continue to feel devalued when you offer input, Id like for us to resolve this. (Compromise)

She continued. Id appreciate it in the future if you respect that I know what Im doing. Id also like to know I can count on you when I need help, but unless I ask, Id like to be able to complete my projects by myself without your input. (Compromise)

Kyle didnt say anything. He looked a little peeved.

Can you agree to that? Grace asked. (Compromise)

Step 5: Agree on the Resolution
Grace smiled warmly, and Kyles look softened. Yes, of course Ill agree to that. Im sorry Ive made you feel devalued.

Thank you, Grace said. Im glad we talked this out because I do respect you, and I wouldnt want anything like this coming between us. (Resolution, Reconciliation)

Why This Works
Grace could have kept quiet and continued to put up with Kyles superior attitude, but shed had enough and knew it was time to speak to him. By thinking first, then speaking assertively and respectfully, she had a constructive conversation with him. When she took the time to compliment Kyle on his job knowledge, he was more open to agree with the compromise she offered. While Grace understood that Kyle wasnt going to change his personality, she was pleased that he agreed to change his behavior toward her.

Something to Think About
Consider that the know-it-all may display this personality trait because of a deep-seated insecurity and lack of confidence. Some people who feel inferior try to act superior as a defensive mechanism. If you suspect this is the case, tread lightly, compliment your coworker when you can, and try to help him or her gain confidence.© 2014 Renée Evenson. All rights reserved.
This article was excerpted and adapted from Powerful Phrases for Dealing with Difficult People, by Renée Evenson. Used with permission of the publisher, AMACOM, a division of American Management Association.

Are you having problems with communication at work? The AMA offers valuable resources to help, such as this webinar on solving communication problems.

About the Author(s)

Renée Evenson is a small-business consultant specializing in workplace communication and conflict-resolution strategies. Her previous books include Powerful Phrases for Effective Customer Service and Customer Service Training 101.View all Posts from this Blog

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