Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!Addison-Wesley, 15.07.2013 - 144 Seiten 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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Inhalt
Identify Communication Preferences | |
Listen Persuasively | |
Build WinWin Relationships | |
Formulate an Action Plan | |
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action Agile Software Development appropriate ask customers assess become benefits better chapter Charlie clarify customer perceptions Columbo communication preferences conflicting messages consider create customer’s departmental describe their needs develop didn’t discussion Dorset House Publishing efforts End-User Computing example expectations manager expectations-managing experience factors feedback focal point focus Georgia State University guidelines ideas identify impact implement important improve information-gathering skeptic interviews issues jacket jargon listening look managing expectations Mythical Man-Month organization participants Peachpit Press Peopleware perceive perspective policies and practices priorities problem reasonable relationships with customers responses sauna say whoa service guide service request simply situation solution specific spreadsheet staff members Standard-Setting suitcase survey systems groups systems staff talking Tanya techniques technobabble tell terminology they’ve things Timothy Lister told Tom DeMarco Weinberg what’s win-win relationships workload you’re