11 Managing expectations

 

This chapter covers

  • Setting and managing expectations
  • Facing common challenges in expectation management
  • Using a framework to manage expectations
  • Managing expectations at all levels
If you do not know where you are going, any road will get you there.
—Lewis Carroll

Filmmakers employ storyboarding as a crucial bridge between a script and actual filming, providing a visual road map for scenes. Similarly, setting and managing expectations early in any process is vital for success. Initiating this process involves clarifying expectations and adjusting them proactively as discussions unfold, aligning with ground realities. Expectation management acts as a collaborative agreement, defining inputs, outputs, and processes to guide efforts toward common goals.

Distinguishing between realistic and unrealistic expectations is crucial. Realistic ones, grounded in data and meeting SMART criteria (chapter 3), ensure attainable goals. Unrealistic expectations, lacking a factual basis, can lead to confusion and misalignment.

Explicit and implicit expectations further complicate the landscape (figure 11.1). Explicit expectations are clearly defined and often outlined in job descriptions, whereas implicit expectations involve proactive efforts to enhance skills and contribute effectively. Striking a balance and aiming for a win–win situation is crucial in setting expectations.

Figure 11.1 Expectations can be different from what is perceived versus what is expected.
figure

11.1 Importance of managing expectations

11.1.1 Clarity

11.1.2 Relationship building

11.1.3 Risk mitigation

11.2 Challenges in managing expectations

11.2.1 Ambiguity

11.2.2 Inability to say no

11.2.3 Tendency to take things personally

11.3 Framework for managing expectations

11.3.1 Setting expectations

11.3.2 Communicating expectations

11.3.3 Negotiating

11.3.4 Adapting to changing expectations

11.3.5 Appreciating and sharing feedback

11.4 How to manage expectations at all levels

11.4.2 Your peers