1. Managing Expectations Chapter 19

2. Overview of Chapter 1. Conflicting Expectations 2. The Problem: Implicit Expectations 3. The Solution: The Performance Agreement 4. Some more Covey Principles

3. Conflicting Expectations... Very common Sense Mergers Marriage Parent child relationships Government Relationships

4. The problem: Implicit Expectations Expectations are human hope. Covey describes this as an imaginary map that everyone has and everybody believes that their map is most accurate. Human wants, wishes, etc... This derives from previous experiences or relationships.

5. The Solution: Performance Agreement Create a clear mutual commitment and understanding of goals and roles. 3 parts... 1. Trust/communication 2. 5 Content elements* 3. Reinforcement of the organization*

6. Trust The performance agreement should always be open and negotiable. People have hidden agendas. Get those out in the open.

7. Communication (most important) Horizontal communication makes employees feel like prized equal contributors, not subordinates. What’s your employees’ agendas? What are they concerned about.

8. Win-Win Performance Specify desired results. Go heavy on guidelines, light on procedures. Mention all available resources. Involve people in setting standards. Consequences. Reinforce performance agreement.

9. Conclusion Find out what your employees expect form you (the manager) and either give it to them or correct them.

10. According to covey, what is an expectation? a) An obligation b) Hope c) A future outcome d) A possibility

11. According to covey, what is an expectation? b) Hope