Managing Expectations Working

Karten, Naomi

ISBN 10: 0932633277 / ISBN 13: 9780932633279

Published by Dorset House Publishing Company, Incorporated, 1994

Item in very good condition! Textbooks may not include supplemental items i.e. CDs, access codes etc. Seller Inventory # 00084476496

Synopsis:

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

Synopsis: 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

Bibliographic Details

Title: Managing Expectations Working
Publisher: Dorset House Publishing Company, Incorporated
Publication Date: 1994
Binding: Soft cover
Condition: Very Good