expectation-management

Vocabulary Word

Definition

The term 'expectation-management' refers to the process of setting, controlling or influencing somebody's anticipations. It involves balancing what is promised and what can be realistically delivered to prevent disappointment.

Examples in Different Contexts

In customer service, 'expectation management' means setting realistic expectations for service delivery, response times, and problem resolution. A customer service manager might note, 'Proper expectation management helps in reducing customer frustrations and building trust.'

Practice Scenarios

Tech

Scenario:

The design team has created some spectacular mock-ups. But we should be clear about what we can deliver in our next sprint cycle.

Response:

Well pointed out. We need to ensure effective expectation management with the stakeholders about what’s truly deliverable within the timeframe.

Creative

Scenario:

This storyboard has some stunning visuals. But, keep in mind, we have a tight budget and timeline for our upcoming project

Response:

I agree, effective expectation management in this case lies in balancing creative desires and production realities.