Managing expectations, yours and others, is usually a simple task of agreeing on what is to be done and all parties delivering on that agreement. However, when unexpected complications occur, pro-active communication, defusing negative emotions, and previously agreed upon fall-back plans can impact the service recovery outcome.

Learn how to:

• How expectations are defined and set from simple orders to complex projects
• How meeting expectations can be as simple as following a routine process to utilizing a project management system
• How to use communications pro-actively to present project status updates, deliver good and bad news
• How to re-define and re-set expectations in light of unforeseen circumstances that prevent the original expectation from being fully met
• How to debrief and evaluate performance