Project Management

198 Project Management

where the project ends and one or both parties are disappointed.
When expectations are not clarified, the results can be finger
pointing, rework, poor working relationships, misunderstand-
ings, and feelings of dissatisfaction.
Figure 10-2 lists several examples of basic expectations
between a project manager and four stakeholder groups. Use
these as starting points for discussions with specific stakehold-
ers on your next project. Then work with stakeholders to
expand each list to include more project-specific expectations.

A Customer usually expects the

Project Manager to:

Understand the customer’s

business

Understand the customer’s

priorities (cost/schedule/quality/

performance)

Be capable of looking at things

from the “customer’s perspective”

Keep the customer fully informed

of progress and changes

The Project Manager usually

expects a Customer to:

Always speak in terms of needs, not

solutions

Articulate requirements in the

process as early as possible

Actively participate in requirements

process

Provide information, data, and insight

necessary to do the job

Minimize changes during the project

Figure 10-2. Mutual expectations

When reacting to negative feedback:

1. Ask for clarification on anything you don’t understand.


2. Don’t bluff; admit if you don’t know the answer.


3. Don’t lie.


4. Don’t blame the situation on other people or circumstances.


5. Don’t promise anything you know you can’t deliver.


6. Correct misconceptions tactfully.


7. Confirm your intention to investigate any complaints.


8. Don’t react emotionally.
   When reacting to positive feedback:


9. Share praise liberally.


10. Don’t be too self-effacing (“really, it was nothing”,“I guess I lucked
    out”).