Problem Coworker: The Over-Estimator

Overestimating one's abilities can be a particularly serious problem in healthcare, where an incorrect diagnosis, treatment, or prescription can have serious consequences. There are two types of over-estimators: the innocent and the not-so-innocent.

The innocent are those with education, but with little or no experience, and who are very excited as they begin their new career. As someone I know put it, when she graduated from her MSW program: "I was so excited by all the magic things that I could do to fix people!" But then, she says, with experience, she realized that a lot of things she was taught didn't always work, and there was no magic. Another example comes from a study done by Larry Gruppen of the University of Michigan Medical School. Gruppen found that physicians often have an inflated sense of competence when they leave residency training. And it's a well-documented fact that doctors make more errors in their first year of practice.

These innocent over-estimators grow out of it. That is, the problem solves itself as experience increases. (And they may even decide that the one thing they know is how little they know!) Moreover, in most cases the innocent over-estimators are open to being called on their errors because they love their careers, want to learn, and want to excel in their fields.

But then there is the second type: those who are less innocent. The phrase that best applies to these over-estimators is "a little bit of knowledge is dangerous." For example, we've all heard the story of (or personally know) the nurses who act like they're doctors. Or there's the example from the recruitment office: A secretary who had worked in recruitment for a short time and felt that she could arbitrarily decide what salaries should be offered to physicians and nurses.

This type of over-estimator does not tend to grow out of it. They believe that they already know everything – and they often believe that they should be in charge.

Some typical signs of the not-so-innocent over-estimator:

• They speak and act like they know it all, but make mistakes – whether a few big ones or a lot of little ones.

• They never own up to their mistakes, and blame others for errors.

• If confronted, they become aggressive. They know that most of us will try to avoid conflict, and hope that we will drop the issue if they become belligerent.

• They like to talk, and typically have the gift of the gab. My boss explains it using the story of two types of speakers: those who know 50% about their topic and talk like they know 150%, and those who know 95% about their topic, but are so aware of the 5% that they don't know, that it rattles their confidence.

• They don't listen. Seeing the other side of an issue might cause self-doubt.

• They don't worry about the details. Details tend to expose their superficial knowledge and lack of real experience around an issue.

Obviously, the seriousness of overestimation varies – does it impact patients, "just" workplace morale, or both? And what can you do?

Be aware of these people, and:

• If they're boasting, don't let it diminish your confidence.

• Call them on their boasting.

• Call them on errors. And while you shouldn't minimize the errors, you also shouldn't blow them out of proportion or dwell on them.

• And if they truly believe that they have all the answers, as some do, and you grow tired of pointing out that there are many sides to an issue, treat their behavior in a lighthearted manner.

Problem Coworker: The Over-Estimator

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Cynthia M Piccolo

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