Knowing when it is an opportune moment to speak up is important, but it is more important to know when it is best to listen to those around you. This most certainly applies anytime you are interacting with management. One of the better ways to succeed at any job is to learn how to manage your boss. I learned this lesson from my friend and mentor for the last few years: Art Serpa.

There are 100’s examples of how to master this behavior- from recognizing that if your boss despises emails, then you shouldn’t copy him/her on every message you send, to doubling down on asking questions for attention, knowing full well you are qualified to know the answer- this article will focus on the golden rule of employment: knowing whether it is the time to speak or to listen and do.

Understand the Message

Management is often allocating one of the following messages: Sell, Tell, Make. If they are wise, they will adopt a balanced approach of 60/30/10.

Sell: (60%) Most of the time, pitching a concept and generating feedback and opinions is expected. Collaboration is highly encouraged, and part of your role involves sharing your knowledge and expertise on the matter at hand. It’s crucial to understand that effective communication and openness to input can significantly enhance the quality of any project.

Tell: (30%) Based on Skills, Knowledge, and Ability (SKA), In some situations, management will take the lead in deciding the best course of action for the team and directing the next steps to achieve desired results. Unless you have compelling reasons supported by solid evidence to discuss alternative approaches, it’s usually more effective to adhere to their directives.

Make: (10%) While it may not happen frequently, there will be instances when you are expected to complete a task that is not open for debate or discussion. Simply do what is asked and execute the task to the best of your ability.

It’s crucial to quickly understand the differences between the three types of messages; otherwise, your boss may lose patience and seek someone who can make that distinction.

Throughout my 30+ year career, I often encountered leaders who only want opinions when specifically asked; setting a “speak only when spoken to” culture. However, those attitudes and styles are largely outdated. Today’s generation feels a strong urge and necessity to express their views, opinions, and ideas, regardless of whether they are requested, justified, or valid.

Which approach is best? The traditional method has its own advantages and disadvantages. While the work environment was simpler, with fewer opinions to consider, it was often less welcoming and not the most enjoyable. In contrast, the new generation has mastered the art of effectively managing personal emotions while achieving desired professional results through technology that minimizes manual effort. However, they continue to face challenges in demonstrating ownership, accountability, and a sense of urgency. Therefore, the most effective approach will be a combination of the best elements from both styles.

Perhaps the Greeks said it best: “We have 2 ears and 1 mouth so that we can listen twice as much as we speak.”