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The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
The Art Of Managing Employee Expectations
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The Art Of Managing Employee Expectations

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  • 1. The Art of Managing Employee Expectations What Savvy Leaders Do Dawn G. Lennon, principal Big Picture Consulting
  • 2. The Challenge <ul><li>Wrestling with your own expectations </li></ul><ul><li>Understanding employee expectations </li></ul><ul><li>Meeting the business expectations of: </li></ul><ul><ul><li>Your boss </li></ul></ul><ul><ul><li>Your board </li></ul></ul><ul><ul><li>The community </li></ul></ul>
  • 3. How it all starts <ul><li>The business needs talent </li></ul><ul><li>The candidate needs a job or wants to advance </li></ul><ul><li>Both parties agree to terms—title, salary, hours, work location </li></ul><ul><li>The deal is done </li></ul>
  • 4. Business Expectations <ul><li>The employee </li></ul><ul><ul><li>can and will do the job well </li></ul></ul><ul><ul><li>has a good work ethic </li></ul></ul><ul><ul><li>understands that this is a business </li></ul></ul><ul><ul><li>accepts the reward system </li></ul></ul><ul><ul><li>will build capabilities </li></ul></ul><ul><ul><li>will accept change </li></ul></ul>
  • 5. Employee Expectations <ul><li>The business will: </li></ul><ul><ul><li>adhere to the job description </li></ul></ul><ul><ul><li>train/develop them </li></ul></ul><ul><ul><li>provide effective supervision </li></ul></ul><ul><ul><li>have fair policies </li></ul></ul><ul><ul><li>treat them respectfully </li></ul></ul><ul><ul><li>care about them </li></ul></ul><ul><ul><li>provide opportunities </li></ul></ul><ul><ul><li>do what it says </li></ul></ul>
  • 6. What goes wrong? <ul><li>The business leaders focus on the business. </li></ul><ul><li>Employees focus on themselves. </li></ul><ul><li>No one focuses on the relationship between the two. </li></ul>
  • 7. The Sounds of Disappointed Expectations <ul><ul><li>“Not another one of these assignments.” </li></ul></ul><ul><ul><li>“I’m bidding on another job posting.” </li></ul></ul><ul><ul><li>“I want/need more training.” </li></ul></ul><ul><ul><li>“My job is boring/tedious/stressful.” </li></ul></ul><ul><ul><li>“My appraisal rating wasn’t fair.” </li></ul></ul><ul><ul><li>“I should have gotten that promotion.” </li></ul></ul><ul><ul><li>“How long am I going to be stuck in this job?” </li></ul></ul>
  • 8. Tools for Managing Expectations <ul><ul><ul><ul><ul><li>Explanation </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Education </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Information </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Dialogue </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Feedback </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Inquiry </li></ul></ul></ul></ul></ul>
  • 9. Getting Started: Step 1 <ul><li>Explain the state of the business </li></ul><ul><ul><li>Define the business realities affecting employees </li></ul></ul><ul><ul><li>Explain how together you make a difference </li></ul></ul><ul><ul><li>Show how each job adds value </li></ul></ul>
  • 10. Getting Started: Step 2 <ul><li>Teach the business model </li></ul><ul><ul><li>Produce/grow revenue </li></ul></ul><ul><ul><li>Control/reduce costs </li></ul></ul><ul><ul><li>Serve customers/stakeholders </li></ul></ul><ul><ul><li>Attract/retain employees </li></ul></ul><ul><ul><li>Achieve mission and goals </li></ul></ul><ul><li>Align employee performance with results </li></ul>
  • 11. Getting Started: Step 3 <ul><li>Support individual development </li></ul><ul><ul><li>Provide performance feedback </li></ul></ul><ul><ul><li>Build capabilities </li></ul></ul><ul><ul><li>Mentor </li></ul></ul><ul><ul><li>Set stretch goals </li></ul></ul><ul><ul><li>Provide growth assignments </li></ul></ul><ul><ul><li>Develop leadership </li></ul></ul>
  • 12. Focus Expectations <ul><li>Savvy leader’s help employees understand that: </li></ul><ul><ul><li>The business and the employee are invested in each other. </li></ul></ul><ul><ul><li>There are no guarantees only opportunities. </li></ul></ul><ul><ul><li>The business wants them to grow and will help. </li></ul></ul><ul><ul><li>A successful business is the result of each employee adding maximum value. </li></ul></ul>
  • 13. Business Fitness: The Savvy Leader’s Secret Sauce <ul><li>Business fitness gives employees control of their : </li></ul><ul><ul><li>job/career choices </li></ul></ul><ul><ul><li>growth/development </li></ul></ul><ul><ul><li>connection to the business </li></ul></ul><ul><ul><li>future </li></ul></ul>
  • 14. How to Achieve Business Fitness: Private Moves <ul><li>Stay well. </li></ul><ul><li>Stay focused. </li></ul><ul><li>Stay current. </li></ul><ul><li>Stay connected. </li></ul>
  • 15. Business Fitness: Public Moves <ul><li>Attract a following. </li></ul><ul><li>Take the lead. </li></ul><ul><li>Implement new ideas. </li></ul>
  • 16. Results of Managed Expectations <ul><li>Satisfied employees who are: </li></ul><ul><ul><li>engaged </li></ul></ul><ul><ul><li>working at and building their capability </li></ul></ul><ul><ul><li>motivated and innovative </li></ul></ul><ul><ul><li>energized </li></ul></ul><ul><ul><li>adding value </li></ul></ul><ul><ul><li>committed </li></ul></ul>
  • 17. Managing Employee Expectations <ul><li>Teach them how the business operates </li></ul><ul><li>Show them how they impact the business by adding value </li></ul><ul><li>Address individual expectations </li></ul><ul><li>Help employees become “business fit” </li></ul><ul><li>Provide lots of specific feedback </li></ul><ul><li>Reinforce options </li></ul>

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