Right now I'm experiencing disappointment and frustration because my HVAC representative told me he'd stop by on his way home from work to inspect my system.  He didn't tell me what day he'd show up and, because I wasn't having any immediate problems, I didn't ask.  A small part of me expected him to show up that day, my more realistic self said, give him a week.   It's been a month.  Now, I'm disappointed and frustrated because I expected a particular outcome and I got something different.

Unmanaged expectations are THE primary source of disappointment and frustration in the workplace. 

When my clients share a story of disappointment, I always ask, "What were you expecting?"

Interestingly, they can almost always answer the question very clearly.

My next question is, "How well did you communicate your expectations?" 

At that point, there is usually a long pause and a sigh of resignation. 

Sometimes leaders have the mistaken belief that when delegating or assigning a task, clearly communicating expectations equates to micromanagement.

Nothing could be further from the truth.  To truly empower those you lead to produce the results you are looking for, you must manage the expectations.  
Brene Brown, the author of Dare to Lead, uses the phrase "Paint It Done."

"Paint it done" means paint a picture of what success looks like.  It means provide all the information needed for those you lead to produce the desired results. And, as important, if the picture changes, communicate the new expectations as well.    

Here's a checklist for managing expectations.  It follows the sequence of questions a journalist asks to get a picture of a newsworthy happening.

Who
Who is responsible for the results?  Who will receive the results?  Who will be impacted by the results?

What
What specifically is the result you are looking for?  The more detail, the better.

When
By when do you need the results?  When do you want to be updated about progress or setbacks?

Where
Where will the results be delivered?  To you? To a job site? To a customer?

Why
Why is this work/project/assignment important? (This is the one that often gets overlooked.  When your expectations are driven by a high level of importance, it's critical to communicate this.)

How 
How should the results be delivered?  In person? In a presentation? Via email? overnight mail? download? Via truck? air? rail?

Cover all of these questions, and you'll be on your way to reducing the disappointment and frustration that comes with unmanaged expectations.  

Bonus:  Share this with your team and empower them to ask these questions should you miss one of them. 

Double Bonus:  Use these questions to manage your boss's expectations when they are communicating an assignment to you.  

As for me, I'll be calling my HVAC representative this week to clarify expectations.

About the Author

Gayle Ely is a Leadership Coach, Trainer and Facilitator who believes Passionate Leadership can change the world. She works with business and non-profit leaders and service entrepreneurs to help them perform more effectively so they and their businesses can thrive.

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