Chapter 19. MANAGING EXPECTATIONS WHEN LEADING CHANGE

Everett S. P. Spain

Expectations need to be managed from the beginning, and throughout the process— which requires a major effort of public information and education. . . . Otherwise expectations are unrealistic, and [people] are inevitably disappointed. When disillusion sets in, . . . people can easily turn against the . . . agreement they had at first welcomed.

—KOFI ANNAN, SECRETARY GENERAL, UNITED NATIONS, OCTOBER 14, 2004[54]

Understanding the importance of managing expectations is tough, and doing it well is even tougher. In managing expectations, a change leader seeks out and builds effective communication bridges between the leader and his or her stakeholders, while thoughtfully using ...

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