1. Empowerment and Managing Expectations. By Amy Pettis and Stuart Alley

2. Statistics 23,000 US residents employed full-time within key industries and in key function areas were polled. Compared to a soccer team. Most people are not thriving in the organization they work for.

3. The age we live in… Knowledge Worker Age Industrial Age Machines as assets, people as expenses. Prevents unleashing of the highest motivations, talents, and genius.

4. The bad news… People treated like this feel insulted and alienated, work is depersonalized, and trust is low. Leadership as a position. A cycle is created.

5. The good news… The key is to find your voice and inspire others to find theirs. Great changes often start with one person. This can be contagious. Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves.

6. Empowerment and control Interview of Malcolm Baldrige National Quality Award winner. When you truly establish the conditions for empowerment, control is not lost: it is simply transformed into self-control.

7. Managing Expectations Michael Jordan

8. Expectations Expectations are deeper and broader than “requirements” Expectations are your client’s vision of the future state or action, usually unstated but which is critical to your success.

9. Expectations cut two ways Expectations are a primary measure of your success. “In your client’s mind, satisfaction is how close you have come to their expectations.” Expectations drive all of your client’s actions and decisions.

10. Value Chart

11. Three components to managing expectations 1) Setting Expectations 2) Capturing / Monitoring Expectations 3) Influencing Expectations

12. Setting Expectations Expectations are set by all kinds of events. Something you said or did, or even the way you said it, something somebody else said or did, or something the client picked up from somewhere else.

13. Capturing / Monitoring Expectations Capturing Actively searching for expectations “Power Switch” Monitoring Test expectations by dropping hints and clues of next steps and watching how they react. Listen and understanding clients.

14. Influencing Expectations Pinpoint expectation Know the source Try to “talk your way out” by using monitoring Expectation may be well founded, may need to change approach and style. Managed expectations drive your success.

15. Influencing Techniques Establish trust Educate Explain why Do it in private Show them, and then sell them Balance the give and take Sooner is better than later