Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!

Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!

by Naomi Karten, Conrad Cooper
     
 

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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

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Overview

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.

Editorial Reviews

Booknews
The author is a speaker and seminar leader with experience in technical and customer support and management, and with a background in psychology. She interweaves anecdotes with spelled-out guidelines on such topics as guarding against conflicting messages, keeping jargon to a minimum, listening persuasively, gathering information, and understanding the customer's context. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Product Details

ISBN-13:
9780932633279
Publisher:
Dorset House Publishing
Publication date:
01/01/1994
Edition description:
20%
Pages:
216
Product dimensions:
5.90(w) x 8.90(h) x 0.60(d)

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