Why don’t your people do things the way they’re supposed to?!? It may be because you didn’t set clear expectations in the first place. Learn how to set expectations that are crystal clear, and use them as a tool to manage performance. Become a Wily Manager member today and get the full story from Bob and Jed. Is that clear?
Many managers having uttered the words, “I told that guys that!”, become truly amazed when people don’t live up to their expectations. There are hundreds of reasons why leaders end up being disappointed when their expectations aren’t met, but here’s our list of the top five:
Thinking you can tell people something once. You may have “told that guy”, but if you haven’t done it multiple times, by multiple media, your job isn’t yet done. Much like teaching your children new habits, it takes time and effort to integrate new expectations into consistent behaviors.
Thinking that expectations last forever. You also need to periodically remind people about expectations. I once worked for client that had very specific expectations for travel expenses. As months and years passed without any consistent reminders or reinforcement of those expectations, people deviated substantially from the policy. When a new manager came in and called people on their expenses, he had an uphill battle. For years people had done what they wanted, and now this new guy was trying to hold them to account for expectations that were set long ago.
Acting Inconsistently. “Do as I say, not as I do…” doesn’t work. A former client made the decision to move to an open office concept from enclosed offices because they wanted to set an expectation of an open, accessible corporate culture. It all went horribly wrong as soon as the senior leaders locked themselves behind closed doors, after creating the expectation that everyone should embrace the idea of the open concept. There is also no faster way to eliminate any credibility you have as a leader than to say one thing, and do another.
Having a laundry list. If you hand people a list of expectations that numbers in the hundreds, you are asking (if not begging) to be let down. Public sector organizations are famous for this. Due to their risk aversion, they want to cover off any and all contingencies, so they create expectations for things that could not be more impossible. Keep your expectations clear and manageable – and never hand your people a laundry list.
Assuming people understand. Sometimes people say they understand when they don’t. Much like the English-speaking tourist in a foreign country who simply yells louder at the nodding cab driver, you’re still not going to get what you want if the other person doesn’t understand. Part of setting expectations is to ask clarifying and confirming questions to ensure the other fully understands.
If you are regularly disappointed when people don’t perform according to your expectations, perhaps you aren making one or more of these common mistakes. Avoid this unnecessary frustration – watch this week’s video about Setting Expectations.
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