“She is so dumb.”
I knew this is what the tech support person on the other end of the line was thinking about me. I could tell by the way he spoke to me and the incessant sighs I heard at various intervals of our conversation. His frustration was palpable, and I was working to understand his response, while reminding myself it wasn’t about me. He clearly had the technical knowledge, but his ability to translate what he knew into supportive customer service was lacking.
What it was really about, in the moment, was that I had a technical issue that needed resolving, and while I was intelligent enough to grasp the general concept of the problem, I lacked the actual knowledge to fix it.
I share this recent story because it highlights a truth that often goes unnoticed in leadership and business: there is a vast distinction between intelligence—our potential to know and understand—and knowledge—what we’ve actually experienced, developed and absorbed into practice. As leaders, we like to think that intelligence alone can guide us through complex challenges. But intelligence without experience is like having a map without understanding how to navigate the terrain. At the same time, knowledge without the guidance of intelligence creates problems, as well. It’s important for us to comprehend the difference between the two and learn to utilize each to grow ourselves and reach our desired results.
We see this kind of thing all the time. A tech expert is promoted to manager because his technical know-how is sharp, and he has been recognized within his company because of it. The person is undeniably intelligent, with a sharp mind for systems and processes. But managerial leadership? This is a whole new landscape. Despite his intellectual capacity, he struggles to connect with his team, inspire collaboration and make decisions that balance the bottom line with people’s needs. The gap isn’t in his potential; it’s in his developed skill and practiced knowledge.
As a leader, how often do you rely on your intelligence to make decisions while overlooking the power of lived experience and applied learning? Intelligence can generate ideas and strategies, but it’s the insights gained from experience – reflection and application – that determine whether those strategies will succeed.
It’s important to further understand what intelligence truly represents. Intelligence is not just our intellectual capacity to solve problems or recognize patterns; it’s the culmination of data processed by our mind, heart, instincts and intuition. This inner guidance system is innate to every human, but just because we all possess it doesn’t mean we’ve learned how to use it effectively. To capitalize on and optimize our inner intelligence, we must learn what the data is, how we obtain and translate it, and how to apply it.
Our mind processes logic and reason—the structured data of our world. Our heart processes emotional intelligence, offering insight into empathy, relationships and how decisions impact others. Instinctual intelligence is a bodily awareness that emerges from our primal understanding of danger, opportunity and survival. Intuitive intelligence, on the other hand, is the quiet voice that connects universal patterns and reveals truths beyond logic and emotion. Together, these facets create a comprehensive guidance system. But unless we’re intentional about recognizing and developing these sources of intelligence, they remain untapped potential. We must practice our intelligence to make it knowledge.
In my tech support story, I intentionally applied my intelligence and found a resolution—not by getting frustrated with the problem but by leaning into curiosity and learning. I asked questions, observed patterns and applied the feedback I received. I also, like Don Miguel Ruiz discusses in his book, The Four Agreements, didn’t take the words and actions of the customer service representative personally.
As corporate and private business leaders, we must cultivate environments where both intelligence and knowledge thrive. Here are a few actionable steps to consider:
- Prioritize Experiential Learning: Encourage your team to test, experiment and reflect. Knowledge grows in the trenches, not in the ivory tower of undeveloped intelligence.
- Seek Feedback: True knowledge is often unlocked by perspectives outside our own. Make it a habit to ask, listen, consider and adapt.
- Value Patience: Intelligence may seek quick answers, but knowledge is patient. It’s developed over time and through intentional practice.
- Embrace Curiosity: Intelligence can sometimes create blind spots of overconfidence. Remember, being willing to say “I don’t know, but want to” opens the door to learning.
Next time you face a challenge, ask yourself, “Am I developing my intelligence through applied learning?” Doing this can transform not just your results, but the way you lead and develop as a leader. Understanding how to apply your intelligence is key. Let curiosity and experience be your guide, and allow your knowledge to be the foundation from which you continue to develop your intellectual potential.