Managing Expectations

by Naomi Karten

People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But sometimes your expectations of them seem just as unreasonable (in their eyes). The problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources. Yet how often do you openly acknowledge these differences in expectations and take steps to better manage them? And how often are you a victim of your own expectations of yourself? Expectations are difficult to control and impossible to turn off. Naomi Karten offers concrete ways to manage them, and in the process, to dramatically improve the effectiveness of your services. A Step-by-Step Guide to Managing Expectations . . .
Guard Against Conflicting Messages
Use Jargon with Care
Identify Communication Preferences
Listen Persuasively
Help Customers Describe Their Needs
Become an Information-Gathering Skeptic
Understand Your Customers' Context
Try the Solution On for Size
Clarify Perceptions
Set Uncertainty-Managing Service Standards
When Appropriate, Just Say Whoa
Build Win-Win Relationships
Formulate an Action Plan

Genres: Business, Management, Communication

240 pages, Paperback

First published January 17, 1994

Reviews

[John · Rating 4 out of 5]

The corporate jargon is a bit annoying and can sometimes make the book hard to read but the lessons included were invaluable. This book provided me with my first dive into critical thinking.

What you need to understand is that this book isn't simply for someone in the corporate world, it is a philosophical doctrine that can be used consistently in everyday life; of course, you have to read between the lines a bit. I read this in High School and upon repeated reflection my social skills and efficiency gained drastically.

I still use the lessons I learned from this book quite heavily. Anyone that hears me talk about how so much boils down to your expectations clashing against those of others will see how much influence this book had on me.

The book revolves around three things:

Communication - Understanding how you present yourself; being accomodating and clear with your intentions.

Information Gathering - Getting the facts and making sure the 'facts' you get are accurate.

Policies and Practices - Setting a structure to get things done in an efficient manner without convolution.

One major criticism and HUGE irony in this book is that Naomi discusses alienating a particular audience with technical jargon, yet this book is JAM-PACKED with corporate buzzwords and jargon. If Naomi were to re-word this book, I think it could reach a much larger audience.

[Hom Sack · Rating 5 out of 5]

Still a great read after 14 years. It was not only useful in my career but also in my personal relationship with people. One great surprising takeaway is that "under promise but over deliver" is not always the best policy. At least not all the time.