Managing Expectations

Released on by Naomi Karten
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  • Managing Expectations Book Detail

  • Author : Naomi Karten
  • Release Date : 2013-07-15
  • Publisher : Addison-Wesley
  • Genre : Computers
  • Pages : 277
  • ISBN 13 : 0133488667
  • File Size : 83,83 MB
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Managing Expectations by Naomi Karten PDF Summary

Book Description: This is the digital version of the printed book (Copyright © 1994). 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. Managing Expectations shows how to identify expectations and suggests ways to gain more control of them. In today's turbulent business world, understanding and meeting your customers' expectations is indeed a challenge, and it's not hard to understand why: Expectations affect a range of interactions, including service responsiveness, service capability, product functionality, and project success. Expectations are difficult to control and impossible to turn off. However, by learning to identify and influence what your customers expect, you can dramatically improve the quality, impact, and effectiveness of your services. Contents include sections on communication skills, information gathering, policies and practices, building win-win relationships, as well as a concluding chapter on how to formulate an action plan. 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

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Managing Expectations

Managing Expectations

File Size : 83,83 MB
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This is the digital version of the printed book (Copyright © 1994). People have expectations. Your clients, for example. Sometimes their expectations of you se

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Communication Gaps and How to Close Them

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This is the digital version of the printed book (Copyright © 2002). The success of systems or software development depends on effective communication. But have

Amplifying Your Effectiveness

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Explore the People-Oriented Challenges That Software Engineers Must Master Gerald M. Weinberg, James Bach, Naomi Karten, and a group of successful software cons