A Short Course in Managing Expectations

[presentation]
by
Naomi Karten, Karten Associates
Summary: 

Have you ever delivered exactly what your customers said they wanted, and still they were dissatisfied? This session uses a case study of one such experience as the basis for introducing information, tools, and guidelines to help you better manage expectations. Naomi Karten addresses issues such as how to build a strong foundation, avoid conflicting interpretations, implement effective feedback-gathering processes, and understand the other party's perspective.

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