Break Through the Barrier of Expectations
Teach your team how to uncover and manage the unspoken expectations that derail customer, people, and technology initiatives—so you can finally move from intention to impact.
This Workshop Is Learning In Action
We blend the fundamentals of Human-Centered Design Thinking with insights from behavioral psychology to help your team uncover and solve expectation conversation challenges—together. This workshop is where you learn better ways to discuss expectations and align them with objective and attainable outcomes... in a creative, highly collaborative, super fun environment.
Workshop Details
Duration: 8 hours (including breaks)
Audience: Anyone who wants a better approach to discovering, aligning, managing, and negotiating expectations for people, process, or technology outcomes.
Goal: Equip participants to discover and resolve expectation challenges using human-centered design and behavioral psychology principles.
Agenda
Introduction
Hours 1-4
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Icebreaker: “The power of well-managed expectations?”
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Objectives and expected outcomes
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Introduction to the Seven Elements of Expectation Management
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How to use the Human-Centered Toolbook (tools overview)
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Value Expectations: Are we aligned on outcomes and effort?
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Social Exchange Theory: How we calculate Reward – Cost = Outcome
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Cultural centricity and inclusion: The influences of individual and organizational culture
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Group Activity: Setting you "value baseline"
Immersion
Hours 5-7
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Engagement ≠ Communication
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Creating value through co-creation
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Shared responsibility vs. delegation
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Transparency around skills and capacity
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Transparency before trust
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Barriers to candor and vulnerability
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Why Physical, virtual, and emotional experiences matter
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Group Activity: Building an "expectations canvas"
APPROACH
Our approach equips participants with the fundamentals of expectations management through the lens of the seven key elements that shape sustainable outcomes. By understanding these elements and engaging in conversations that help discover, align, and negotiate expectations, participants develop a framework for expectations-centered dialogue that they can apply in every customer, employee, and partner interaction.
This workshop is ideal for:
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Organizations seeking to improve how their teams manage the expectations that lead to sustainable relationships with customers, employees, and partners;
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Teams struggling with communicating expectations internally and across their organization.
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Cross-functional teams that need to align on project or technology implementation/adoption expectations.
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Anyone who wants to improve their communication skills and learn the art of aligning expectations with realistic outcomes.