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

A MARIE CLAIRE BEST MEMOIR OF THE YEAR • A USA TODAY MUST READ BOOK • A W MAGAZINE MOST ANTICIPATED BOOK • A SHEREADS BEST MEMOIR OF THE SUMMER A charming, poignant, and mesmerizing memoir in essays from beloved actor and natural-born storyteller Minnie Driver, chronicling the way life works out even when it doesn’t. In this intimate, beautifully crafted collection, Driver writes with disarming charm and candor about her bohemian upbringing between England and Barbados; her post-university travails and triumphs—from being the only student in her acting school not taken on by an agent to being discovered at a rave in a muddy field in the English countryside; shooting to fame in one of the most influential films of the 1990s and being nominated for an Academy Award; and finding the true light of her life, her son. She chronicles her unconventional career path, including the time she gave up on acting to sell jeans in Uruguay, her journey as a single parent, and the heartbreaking loss of her mother. Like Lena Dunham in Not That Kind of Girl, Gabrielle Union in We’re Going to Need More Wine and Patti Smith in Just Kids, Driver writes with razor-sharp humor and grace as she explores navigating the depths of failure, fighting for success, discovering the unmatched wonder and challenge of motherhood, and wading through immeasurable grief. Effortlessly charming, deeply funny, personal, and honest, Managing Expectations reminds us of the way life works out—even when it doesn’t.

Practical advice for making the shift to your first leadership position The number of people who will become first-time supervisors will likely grow in the next 10 years, as Baby Boomers retire. Perhaps the most challenging leadership experience anyone will face isn't one at the top, but their first promotion to leadership. They must deal with the change and uncertainty that comes with a new job, requiring new skills, and they've been promoted from peer to leader. While the book addresses the needs of any manager, supervisor, or leader, it pulls from the best leadership and management thinking, and puts the focus on the difficulties that new leaders experience. Includes practical information for new managers who must supervise friends and former peers Authors are expert consultants who work with leaders at all levels Shows how to adopt the mindset of a leader, including: communicating change, giving feedback, coaching employees, leading productive teams, and achieving goals This much-needed book can help new leaders get beyond the stress and fear to focus on becoming the most effective leader they can be-starting right now.

Managing Stakeholder Expectations for Project Success provides a practical approach to managing those things that matter most for project success—stakeholder expectations, communication, risk, change, and quality—so that scope, schedule, and cost end up on target and the project’s intended benefits for the organization are realized. This unique desk reference shows how to utilize the best practices, concepts, and methodologies found in PMI’s PMBOK® Guide, along with a few concepts from APMG’s PRINCE2, and leverage them in the context of organizational challenges and project realities. It features new methods for successful project management that focus on understanding and managing stakeholders’ needs and expectations, communication, time management, and organizational politics and culture. The book’s content and design also make it a valuable resource for PMP® certification. J. Ross Publishing offers an add-on at a nominal cost — Downloadable, customizable tools, presentations and templates ready for immediate implementation.

Trading legend and market wizard Anthony Saliba's first book in 10 years describes his process evolved over 4 decades of option trading. 450 pp and 200+ charts and images.

Ready to see your client relationships thrive? Discover the tools, talking points, and techniques you need to manage your clients' expectations with confidence. If you've ever found yourself at the end of an appointment wondering what went wrong, this book is for you.This is a step-by-step guide to manage your clients' expectations once and for all. We explore the three critical stages of the client relationship. *Stage 1: The Beginning of the Relationship *Stage 2: The Middle: The Initial Client Contact *Stage 3: The End of the Appointment and the Beginning of a Lasting Relationship Whether you're a new or veteran professional organizer or productivity consultant, don't spend the next 20 years learning from your mistakes; learn from mine. I share my lessons learned as well as the structures and strategies I've developed over the last 20+ years to manage client expectations and grow my business.Have you ever felt you were working for free? Learn how to establish boundaries.Are you not getting the follow-up appointments? Find the systems and strategies you need to meet the real needs of your clients.Have you ever upset a client but didn't know where you went wrong? Discover how to navigate triggers and red flags.Are you ready to be inspired to take your business to the next level by managing your client's expectations?

Increasingly, companies are being judged by their performance in terms of Environmental Social Governance (ESG). But exactly what does it mean, and what should be done about it? While much ambiguity exists, it is no longer sufficient to negotiate the environmental assessment process successfully. ESG is an ongoing process that spans the entire life cycle of a company and its operations. This book is aimed at business leaders – senior executives and company directors – and particularly those involved in the extractive industries and other ventures that significantly affect the environment and host communities. Guidance is provided on the major ESG issues that confront all business leaders. Strategies are provided to address ESG risk and to handle crises when they occur. QUESTIONS FOR BUSINESS LEADERS: Are you at all prepared for an environmental or social crisis event? How will you cope with the "unknown unknowns"? What do your shareholders expect you to do about climate change? Are your employees proud of the company’s ESG performance? How does your bank evaluate your biodiversity impacts?

Much has been written about the challenges Asian governments face in response to rapid socio-economic changes and the resulting social needs and welfare expectations. Indeed, heated debates have emerged when scholars in social development, social welfare and social policy conducted more systematic comparative research related to the diverse policy measures adopted by Asian governments: which welfare models or typologies best describe Asian cases after the 2008 global financial crisis?; how can contemporary social policy transformations in Asia be appropriately conceptualized?; are particular ‘best practice’ examples evolving in Asia and if so, can they be successfully transferred to enhance social welfare governance among Asian economies? This book combines contributions that address Asian government responses in the light of the above questions. In doing so, it revisits the broad theoretical literature on "policy transfer" and provides empirical examples to explore the spread of ideas, social policies and programmes across Asia from varying analytical and methodological perspectives. The chapters originally published as a special issue in the Journal of Asian Public Policy.

In this candid, refreshing guide for young women to take with us as we run the world, Emilie Aries shows you how to own your power, know your worth, and design your career and life accordingly. Young women today face an uncertain job market, the pressure to ascend at all costs, and a fear of burning out. But the landscape is changing, and women are taking an assertive role in shaping our careers and lives, while investing more and more in our community of support. Bossed Up teaches you how to: Break out of the "martyrdom mindset," and cultivate your Boss Identity by getting clear on what you really want for your career and life without apology; Hone the self-advocacy skills necessary for success; Understand the differences between being assertive (which is part of being a leader) and being aggressive (which is more like being a bully) - and how that clarity can transform your trajectory; Beat burnout by identifying how the warning signs may be showing up in your life and how to prioritize bringing more rest, purpose, agency, and community to your day-to-day life; Unpack the steps to cultivating something more than just confidence; a boss identity, which will establish your ability to be the boss of your life no matter what comes your way. Drawing from timely research, and with personal stories, and spotlights on a diverse group of women from the Bossed Up community, this book will show you how to craft a happy, healthy, and sustainable career path you'll love.