Masterful Communication: Experts Aren't Always the Best Choice

When you need to communicate the details of something (a product's benefit, a new project concept, etc.), asking an expert can be the wrong move. The reason is experts don't remember what it is like not being an expert. This leads to information overload and leaving out simple details.

It is similar to me trying to explain something on the computer to my grandfather. It can't happen. I know too much about computers and grandpa knows too little. I have to tell my dad, who knows enough about computers to understand me and to provide good explanations to grandpa. When I try to talk to grandpa about computers, I leave out too many basics that I just take for granted.

A good example of this dynamic is product cross-selling. Don't have the product expert try to explain the features and benefits to novices (unless they are great at making things simple and visual.) Utilize an intermediary as a go-between.
Processing Questions for PLI Curriculum Teachers/Trainers:
1. Have you ever faced a situation like this?

2. What are some strategies we can use to be sure that we do not fall victim to the curse of knowledge?

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