Communicate to Manage Expectations
The six words every consultant hates to hear: "You should have managed their expectations." Why has no one ever taught us how to do that?
Course Objectives
This 1-day course will:
- Give you a new context for understanding where expectations come from, how to shape them, and how crucial they are to success for yourself, your team and your client
- Help you understand the difference and interplay between "strategic" project expectations and "tactical" project management expectations
- Give you practice in setting real-life expectations in both technical and non-technical situations
- Provide a simple 4-step process for:
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- Setting the context for shaping your client's expectations and what you need to meet them
- Coming to an agreement about your mutual expectations and getting the client's agreement
- Planning and achieving the fulfillment of what was promised and how to deal with deviations such as misunderstandings, change order requests, political influences and technical breakdowns
- Conducting a review with the client to mutually review what they and you learned and what will be better next time.
- Introduce you to seven techniques for influencing and shaping expectations - even when they become unrealistic
- An opportunity to practice these new insights and skills on practical real-life scenarios.
Key Topics
- Expectations - a review
- Framework and phases for setting, managing and fulfilling expectations:
- Explore to Define
- Negotiate to Agree
- Fulfill to Completion
- Acceptance to Customer Satisfaction
- Practice communication skills necessary in each phase
- Identify your Behavior Style for dealing with expectations - how well is it working?:
- Analyzer/Thinker?
- Persuader/Motivator?
- Controller/Driver?
- Stabilizer/Placator?
- Role play exercises using different styles in different scenarios
- Self-assessment based on learnings so far
- Practice setting expectations
- Practice negotiating and coming to agreement on expectations
- Practice planning fulfillment and dealing with common breakdowns to fulfillment
- Practice building the story of Customer Satisfaction
- Develop your Action Plan
Instructors
A seasoned organizational and process redesign professional, PHIL HALLSTEIN has led companies around the globe to respond to market changes faster and smarter. As a consultant, facilitator, and instructor, he is sought after for his in-depth management strategies and customized leadership programs. His clients are organizations seeking faster action cycles, more responsive business processes, highly effective teams, greater customer satisfaction and other bottom-line benefits. In addition to establishing his own international management consulting firm, which served clients including American Express, Smith Barney, First Interstate Bank and BBDO Advertising, Phil has devised results-oriented change management strategies for progressive companies and global organizations in a range of industries. Phil is the co-author of "40 Days to Prosperity", a practical and spiritual guide to professional and personal wellbeing.
HOWARD MILLER, a detail, results-oriented individual with outstanding presentation and communication skills, teaches management skills to new managers, seasoned managers, entrepreneurs and executives. He uses his skills as a trainer, facilitator, and executive/management/business coach to help his clients utilize their internal behaviors and styles to maximize communication and productivity skills. This results in a clearer vision and mission, specific and measurable goals and actions, and more strategies to ensure financial, professional and personal success!
Howard has a Bachelor of Science, Cum Laude, from the State University of New York at Albany, Albany, NY, a Certificate in Training and Human Resource Development from University of California, Berkeley, and graduated from the Coaches Training Institute (CTI) in San Rafael, California.
9:00 AM to 5:00 PM
TIBCO Software
HR Training Room 11402
3307 Hillview Avenue
Palo Alto, CA
Onsite Delivery
Contact: info@effectivetraining.com
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