July 2013
Beginner
248 pages
5h 5m
English
book
Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!
by Naomi Karten, Gerald M. Weinberg
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Section 2: Information Gathering
The importance of information-gathering skills in managing expectations is simply stated: You can’t meet customers’ expectations if you don’t know what they want. Yet, finding out is rarely straightforward; you can’t just ask and assume they’ve told you what you need to know. In fact, it’s safest to assume they haven’t, because what they say they need may differ from what they actually need. And you must make very certain that your expectations are as reasonable and realistic as you want theirs to be.
Guidelines 5 through 8 describe how to
5. Help customers describe their needs.
6. Become an information-gathering skeptic.
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