This course teaches the difference between managing requirements and managing expectations. Participants learn essential skills and strategies necessary for managing expectations in today’s fast-paced, demanding IT environment. Practical skills, within a best practices framework, are taught through a series of interactive lectures and application exercises designed to give all course participants practical experience in the skills essential to managing expectations.
Topics covered include how to manage expectations from an assertive and proactive perspective versus passive perspective delivering unexpected and/or unpleasant news, and using communication skills to effectively manage conflict.
Any IT professional who wants to be effective in managing the expectations of others.
Upon completion of this course, participants will be able to:
- state the difference between managing requirements and managing expectations,
- ask effective questions to better understand expectations,
- improve the amount of information retained through active listening,
- create a relevant framework for managing the expectations of others,
- communicate unforeseen or negative changes in a collaborative manner,
- constructively approach and manage conflict.
Key learning components of this course include:
- Defining expectations – and how expectations differ from requirements.
- Active listening – using active listening to maximize retention of information.
- Asking effective questions – to maximize information gathering efforts and influence others.
- Influencing the outcome – learning proven techniques to influence others.
- Using Key Messages to communicate effectively – using a key message format to influence others and manage expectations.
- Communicating unexpected or unwanted news effectively – using proven techniques to communicate unexpected negative news.
- Addressing conflict positively – using proven steps and approaches to resolve conflict.
A desire to improve and enhance interpersonal relationships.