The Art of Expectation Management in Project Success

Managing expectations in projects is a critical aspect of successful project management; having a clear, realistic understanding of what the project will deliver when it will be delivered, and at what cost helps in delivering successful projects but also builds trust and credibility with your stakeholders.

What is the expectation?

An expectation is a belief about what will happen in the future.

It's an anticipation or a prediction, often based on experience, knowledge but sometimes in unclear assumptions.

Expectations can relate to people, events, projects, outcomes, or behaviours, in different contexts, the nature of expectations can vary:

Personal are the beliefs or hopes about what one might achieve or experience; they can be self-imposed or influenced by others, such as family, culture, or society.

Professional in a workplace or business setting, are the standards or outcomes that are anticipated from an employee, a team, or a project, for instance, a manager might expect a certain level of performance from their team.

Social are the norms or anticipated behaviours within a society or social group, for example, there are certain expectations around etiquette and manners in different social settings.

Customer in business, are the anticipated levels of service, product quality, or value that customers expect from a company or brand.

Expectations play a significant role in how people interact with the world and others influencing satisfaction, experience, and reactions.

If expectations are met or exceeded, it can lead to positive outcomes like satisfaction and trust, If they are not met, it can lead to disappointment, frustration, or mistrust.

In project management, managing expectations is crucial as it involves setting, communicating, and aligning the anticipated outcomes of a project with all stakeholders involved, ensuring, everyone has a clear understanding of what to expect, and reducing the likelihood of dissatisfaction or conflict.

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A story to share

In the heart of London, there was an IT project manager named Jordan (Fantasy name) whom we used to work on the same project, renowned for their extraordinary skills and ambitious nature.

Jordan was assigned to a groundbreaking project at their company, CyberNext (Fantasy name), to develop a pioneering Automation-Ai-driven cybersecurity system.

The project was ambitious and complex, promising to revolutionize how companies protect their digital assets. Jordan, fueled by a blend of enthusiasm and a touch of pride, assured the stakeholders of an on-time delivery with groundbreaking features that the industry had yet to see. The client, a major financial institution, had high expectations, and Jordan, confident in their abilities, did not hesitate to set the bar high.

As the project kicked off, Jordan pushed the team too hard: the deadlines were tight, and the scope of work was extensive, but as weeks turned into months, problems began to surface. The AI algorithms were not learning as expected, integration issues arose, and team morale started to dwindle under the constant pressure.

Despite these challenges, Jordan remained steadfast in their commitment to meet the original expectations; meetings with the client were filled with reassurances, and Jordan doubled down on the team's efforts, working late nights and weekends.

However, the mounting pressure took its toll: key team members began to burn out, and some even left the project, Jordan, too, felt the strain but was too invested in their promise to see the warning signs.

The deadline loomed, and in a desperate bid to deliver, shortcuts were taken.

The final product, though functional, was far from the revolutionary tool that had been promised, it lacked several key features, and the AI was less sophisticated than anticipated.

On launch day, the client's disappointment was palpable; the system, while adequate, did not meet the high expectations that had been set. Jordan faced tough questions and criticisms, the realization hit hard; in their desire to achieve greatness, they had overpromised and underdelivered.

The project, once a beacon of potential, became a sobering lesson in the importance of setting realistic goals and managing expectations. Jordan learned the hard way that ambition, while a powerful motivator, needs to be tempered with realism and an understanding of one's limitations.

Still today sometimes I chat with Jordan and it is natural to back to those moments and reflect on the journey.

We understood that the path to true success was not just about reaching for the stars but knowing how to navigate the space between.
The experience, though not positive in outcome, was rich in lessons that would shape his (and also mine) approach in the years to come.

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Does value decrease our expectations?

The relationship between value and expectations can be quite complex and varies depending on the context, the values are closely intertwined.

Managing expectations effectively is key to ensuring that the perceived value is aligned with what is being delivered, I will be really honest on those points:

Value Perception Influenced by Expectations

When people have high expectations for a product, service, or experience, their perception of its value might increase if those are met or exceeded. In contrast, if expectations are not met, the perceived value can decrease significantly.

For instance, if a customer expects a high level of service from a luxury brand and that expectation is met, they are likely to perceive high value in that experience.

Expectations affect Satisfaction and Loyalty

Adjusting to Align with Value

In some cases, it might be necessary to adjust expectations to more accurately reflect the true value of a product or service. Often the case in marketing and customer relationship management, where over-promising can lead to dissatisfaction.

Accurately setting can ensure that customers or clients perceive the appropriate value in what is being offered.

The Role of Expectation Management

Effective expectation management is crucial in maintaining or enhancing the perceived value of a product, service, or experience involving clear communication, transparency, and setting realistic from the outset.

For example, a project manager who clearly communicates the scope and limitations of a project can help stakeholders perceive the true value of the project's outcomes.

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The dynamic Nature

Expectations can change over time based on new information, experiences, or changes in circumstances, the dynamic nature means that the perceived value of the same product or service can evolve.

The dynamic nature of expectations between persons, instead, is influenced by a myriad of factors that interplay in complex ways.
Understanding and being mindful of these influences can help navigate relationships more effectively and foster better understanding and cooperation.

It's essential to recognize that expectations are not static and require continuous negotiation and adjustment in both personal and professional contexts.

Cultural and Social Influences

• Cultural Backgrounds often differ based on cultural norms and values, for instance, in some cultures, direct communication is expected, while in others, indirect communication is the norm.

• Social Context also plays a crucial role in shaping expectations. In professional settings, for instance, there may be formalities that differ from those in personal or casual interactions.

Personal Experiences and Biases

• Past Experiences, individual experiences shape expectations. A person who has had positive experiences in a similar context may have higher expectations, while negative experiences might lead to lower feelings.

• Personal Biases, whether conscious or unconscious, can also influence, for example, stereotypes can lead to assumptions about a person's abilities or behaviours.

Communication and Misunderstandings

• Clarity of Communication can set and align effectively, miscommunications, however, can lead to mismatches.

• Nonverbal Cues such as body language and tone of voice can also influence expectations, sometimes leading to misunderstandings if not interpreted correctly.

Changing Relationship Dynamics

• Evolving Relationships: as relationships evolve, so do expectations. For instance, in a workplace, as an employee gains more experience, the expectations of their performance might increase.

• Feedback and Adaptation, continuous feedback and adaptation are essential for managing any relationship, this involves being open to adjusting one's expectations based on new information or changing circumstances.

Psychological Factors

Projection and Transference, individuals often project their own desires and expectations onto others, which can lead to unrealistic or skewed feelings. Transference of those feelings from past relationships to current ones can also play a role.

Self-fulfilling prophecy can sometimes lead to self-fulfilling prophecies, where a person unconsciously conforms to the expectations set upon them.

The Impact of Technology:

Online Interactions can alter expectations, for example, response times to emails or texts can create varying outcomes based on individual perceptions of digital etiquette, also Social media platforms can create and perpetuate about lifestyle, success, appearance, etc., affecting personal and interpersonal dynamics.

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Expectations in Project Management

In projects is a critical aspect of successful project management, ensuring that all stakeholders have a clear, realistic understanding of what the project will deliver when it will be delivered, and at what cost.

Stakeholder Identification and Analysis

Begin by identifying all the stakeholders of your project. Remember, stakeholders can include anyone impacted by the project or who can impact the project, such as team members, management, clients, suppliers, and end-users understanding their needs and concerns, each stakeholder group may have different expectations and requirements

Clear Communication

Establish Communication Channels: Determine how and when you will communicate with stakeholders, establishing the communication channel through regular updates, meetings, and reports is essential.

Be clear about project goals, timelines, and limitations and avoid technical jargon when communicating with non-technical stakeholders.

Setting Realistic Goals and Benchmarks

Ensure that the project’s goals are Specific, Measurable, Achievable, Relevant, and Time-bound, (SMART) setting achievable timelines and budgets considering potential risks and uncertainties.

Scope Management

Define Scope Clearly, set clear boundaries on what the project will and will not deliver and be vigilant about changes to the project scope and their impact on resources and timelines.

Risk Management

Identify Risks Early, recognise potential risks and their impact on the project, and have strategies in place for managing these risks; I know, it comes with experience.

Feedback Mechanisms

Regular Reviews and Adjustments conducting regular project reviews and be prepared to adjust plans as necessary. Regularly seek and incorporate feedback from stakeholders to ensure their expectations are being met.

Performance Monitoring

Track Progress using project management tools and key performance indicators (KPIs) to monitor the progress ensuring that the project meets the set quality standards.

Change Management

Manage Change Effectively through a structured change management process informing all stakeholders of changes and their impact on the project as soon as possible.

Be prepared to resolve conflicts that may arise from unmet or unrealistic expectations and sudden changes

Post-Project Review

Lessons Learned: After project completion, review what went well and what could be improved. Share these insights with your team and stakeholders.