Managing Expectations [Paperback]

Naomi Karten (Author)

Book Description

Publication Date: January 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.

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

Editorial Reviews

Review

"If the people crash, it does not matter that the program runs. The purpose of Karten's book is to make the people run." -- Nicholas Zvegintzov, Software Management News

Product Details

• Paperback: 240 pages
• Publisher: Dorset House (January 1994)
• Language: English
• ISBN-10: 0932633277
• ISBN-13: 978-0932633279
• Product Dimensions: 8.8 x 6.1 x 0.7 inches
• Shipping Weight: 15.5 ounces (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #780,404 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

13 of 13 people found the following review helpful:

5.0 out of 5 stars Learn how to communicate the good and the bad news, February 3, 2002

By 

Charles Ashbacher (Marion, Iowa United States) - See all my reviews
(TOP 500 REVIEWER)    (VINE VOICE)    (HALL OF FAME REVIEWER)   

This review is from: Managing Expectations (Paperback)

The key message of this book is that you must listen carefully to your customers and co-workers, hearing every word, but also the broad message. Many of the primary problems in the business-customer relationship are due to different definitions of commonly understood words, such as "regular", "extended", "timely" and even "month." Whole phrases are subject to different interpretations, and the author recites an instance from a trip to her physician. After examination, the physician pronounced her condition as "unremarkable." At first she was angry, and yet having the sense to think before making a fist, she realized that was the doctor's way of saying she was fine.
Which also points out what is the most critical condition for success dealing with anyone, whether they are in the group described by the book title or not. As e-mail use has shown us, it is almost impossible to avoid saying something that can be taken in an offensive manner. Business is about getting things done, and you don't complete complex tasks by making small talk about the weather. You do things by communicating the current situation as it is, even if it is not what the receiver wants to hear and it is necessary to take people to task. Therefore, your best policy is to avoid getting angry quickly, developing a thick skin and concentrating on completing the tasks at hand.
Naomi Karten puts forward advice that is simply not heard often enough. Forget about all of the sensitivity nonsense and concentrate on forms of communication that can be used to explain frustrations, demands, concerns, and all of the other things that go wrong between people trying to work together. Understand that ambiguity is the natural state of affairs, so look for the real meanings rather than the individual words. Whenever you hear something, put your feelings aside for a short time until you clearly understand what the message really was.
The phrase "People who want more, better, faster, sooner, NOW!" is just a long way of describing "customers", so anyone in business must be prepared to deal with such people. In this book, you will learn how to approach customers with your feelings placed in the background and all of your information receivers on high-band. With business growing more competitive every day, this may be the only way to remain a viable economic entity.

8 of 8 people found the following review helpful:

5.0 out of 5 stars A useful guide to create good understandings with others., December 10, 1998

By A Customer

This review is from: Managing Expectations (Paperback)

Managing Expectations is a book for everyone who deals with customers or other people with expectations. Using a customer service model, Ms. Karten describes the ways in which people successfully and unsuccessfully manage what people expect. She advises on how to create better working relationships by fostering clearer understandings of the circumstances and limitations which exist in any situation.

Failure to manage expectations often has catestrophic consequences to projects and relationships. Those who want to build long-term relationships and successful projects will consider the cautions and advice presented here.

Ms. Karten uses gentle humor and warmth to tell us the lessons that we need in order to better communicate what we know to our clients.

People who are clients can also use this book to better understand the process of working collaboratively.

It's a fine book for evoking new insights and inspiring better communication.

3 of 3 people found the following review helpful:

5.0 out of 5 stars Customers are ignorant fools... or is it us ?, June 14, 2007

By 

Alexandre Beaulieu "alex" (Montreal, Canada) - See all my reviews
(REAL NAME)   

This review is from: Managing Expectations (Paperback)

This book is an essential read for anyone wishing to improve his relationship with clients. However, it also applies to teamwork and employee-manager relationships (even husband-wife relationships). Everybody has expectations and you shall not assume what their expectations because there are big chances that you are wrong.
In this book, you will find how to communicate better, listen better, be skeptic and establish policies and pratices that should make your life easier. All of this discussed with her life's experiences.
Most of the advices will appear as common sense, but it really takes a book to realize what common sense is.