The Curse of Knowledge: A Cognitive Bias Explained

In this post, I explore the cognitive bias known as The Curse of Knowledge. What it means and how understanding it can help you become a better communicator.

I got an interesting response to an article I wrote

One of my most popular articles this year discussed the risks of using NPS as a transactional metric for Frontline teams.

While many readers shared thoughtful insights, one comment stood out for the wrong reasons.

A “CX expert” compared those who supported NPS as a valid Frontline metric to those who believed the world is flat.

That comment wasn’t just unhelpful, it was off-putting.

For me it highlighted how The Curse of Knowledge can create communication barriers, even among industry professionals.

What is The Curse of Knowledge?

The Curse of Knowledge is the assumption that others know what you know – which can lead to misunderstandings or frustration in communication.

For example, a data analytics expert making a presentation might assume that everyone in the room understands basic data interpretation concepts.

Which can lead to confusion, misinterpretation of the data and even frustration.

In the world of Contact Centers, Customer Service, and Customer Experience, there’s an awful lot to know.

We certainly weren’t born with this knowledge. And we don’t all get the same level of exposure or learning opportunities.

The purpose of my NPS article was to help leaders, who might not be aware, understand the implications involved with using NPS as a Frontline metric.

So I avoided the Curse of Knowledge and worked instead to help others where they are in their own journeys.

The Curse of Knowledge can happen anywhere

This cognitive bias can show up in leadership, training and even everyday conversations – sometimes without us realizing it.

Here’s are examples of how it can manifest in these different contexts –

Leaders: When rolling out new initiatives, Leaders sometimes assume their Teams will “just get it.” But without clear communication and context, misunderstandings occur.

For example, I see this with Customer Service quality programs where the Leaders say they know what kind of quality they want people to deliver, but those people are unclear what is expected of them.

Trainers: Training sessions can falter when the Trainer assumes the audience already knows foundational concepts.

For example, a Trainer teaching a session on Customer Journey Mapping might skip explaining what ‘touchpoints’ are, assuming everyone already knows.

As a Trainer, I never make assumptions about what my training audience knows. No matter how many years of experience they have.

Everyday Life: Even explaining how to use an app or a technology to someone less familiar with that technology can highlight the disparity between what one person knows and what the other does not.

We can overcome the Curse of Knowledge

Anyone can overcome The Curse of Knowledge. Here’s how –

Start with awareness

When you’re aware of this (or any) cognitive bias, that can automatically help you adjust your mindset to be less judgemental and more accepting of how you can help.

Make the choice to lead with empathy

Now that you’re aware, you still have a choice to make about your behavior.

Will you continue to be judgemental despite being aware? Or will you choose to lead with empathy – and honor another person’s starting point.

This is always a choice.

Adopt a Teacher’s mindset

A Teacher’s mindset isn’t about titles or roles; it’s about fostering understanding wherever you can.

Whether that’s with those who work for you, work with you and even those you work for.

What people with a Teacher’s mindset don’t do is denigrate those who are still on their learning journey.

Because when you stop to think about it – isn’t that all of us?