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Managing Expectations (英語) ペーパーバック – 1994/1


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内容紹介

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.

Yet how often do you openly acknowledge these differences in expectations and take steps to better manage them? And how often are you a victim of your own expectations of yourself?

Expectations are difficult to control and impossible to turn off. Naomi Karten offers concrete ways to manage them, and in the process, to dramatically improve the effectiveness of your services.

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


登録情報

  • ペーパーバック: 240ページ
  • 出版社: Dorset House (1994/01)
  • 言語: 英語
  • ISBN-10: 0932633277
  • ISBN-13: 978-0932633279
  • 発売日: 1994/01
  • 商品パッケージの寸法: 23.1 x 13.1 x 1.7 cm
  • おすすめ度: この商品の最初のレビューを書き込んでください。
  • Amazon 売れ筋ランキング: 洋書 - 1,880,221位 (洋書の売れ筋ランキングを見る)
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Amazon.com: 5つ星のうち 4.0 9 件のカスタマーレビュー
4 人中、4人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 3.0 Useful common sense book 2010/4/22
投稿者 Bas Vodde - (Amazon.com)
形式: ペーパーバック Amazonで購入
"Managing Expectations" written by Naomi Karten is about dealing with clients or users and improving your relationship by managing their (and your) expectations. Its a short 200 page book and reads easy. Its in similar style as books from Gerald Weinberg (a good friend of the author)... many personal short stories which stressed the points she tries to make.

The book consists of an introduction, then 12 chapters organized around the 12 guidelines of this book. The chapters are grouped into 3 categories: Communication, Information gathering, and policies and practices. The book ends with the "change chapter" which is called "action plan" which discusses how to take the guidelines and actually implement them.

The first part (communications) consists of four guidelines: Guard against conflicting messages, Use Jargon with Care, Identify communication practices, and listen persuasively. Personally I enjoyed this part of the book most, however, if you are interested in this part then I'd recommend to pick up Naomi's other book Communication Gaps and How to Close Them which covers sort-of the same but in more detail.

The second part (information gathering) consists of four guidelines: Help customers describe their needs, Become an information-gathering skeptic, Understand your customers' context, and Try the solution on for size. This part was more about requirements gathering and understanding what your customer actually wants. I enjoyed the focus on building prototypes and getting early interaction with the customers.

The last part (policies and practices) consists of: Clarify the customer perceptions, create service agreements, say Whoa, and build win-win relationships. These chapters seemed to focus more on IT support and creating formal service level agreements. I personally didn't like these chapters much, they focused a little too much on formalizing relationships.

The last chapter is the action plan chapter, which I didn't find interesting at all, but perhaps helps some readers adopting some of the (good) ideas from this book.

All in all, Managing Expectations is a decent book contains good advice. Most of it (as Naomi also points out) is common sense. When I read it, there were very little AHA! moments, neither did I end up with much notes from the book. Yet, I liked most of it and it contained interesting stories and examples. Because of that, I decided to rate it 3 stars. The book does what it should be doing, but it isn't a book that I'll be picking up frequently or will be commonly referring to people. A decent book, though I liked Naomi's later book (on communication gaps) more.
1 人中、1人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 4.0 A good book with practical use for the expert or the beginner. 2013/12/9
投稿者 K. Gates - (Amazon.com)
形式: Kindle版 Amazonで購入
Karten's advice is a practical resource to the most experienced manager and is a good primer for the least experienced. I manage a team of people who manage a large book of clients. Some are more experienced in managing expectations than others. Each team member found ways to put Karten's advice to work and improve their relationships as well as their stress levels under constant demand.
5つ星のうち 3.0 Managing Expectations E-book 2014/2/5
投稿者 R. Mok - (Amazon.com)
形式: Kindle版 Amazonで購入
Engaging writing with some good guidelines, but I wish that there were more examples. I'm not sure if e-books are the way to go for me, as I like to flip back and forth.
5つ星のうち 2.0 Meh 2014/2/21
投稿者 David - (Amazon.com)
形式: Kindle版 Amazonで購入
Too much fluff and a bit outdated, not enough practical how-tos.
I'll keep looking for a more hands on approach.
5つ星のうち 5.0 Five Stars 2014/12/19
投稿者 Arnoud Hoek - (Amazon.com)
形式: ペーパーバック Amazonで購入
Brilliant insights! Very relevant in modern society.
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