Clear Instructions For Managing Expectations

How I Set Expectations So Things Don’t Slip as a Program Manager at Amazon Most deadlines don’t get missed because people are lazy. They get missed because expectations were unclear. At Amazon, alignment isn’t optional…it’s how we move fast without creating confusion. Here’s how I set expectations early…and keep things from slipping: 1/ I write down what “done” actually looks like ↳ Not just “finish the doc” ↳ But “complete draft with metrics, reviewed by 2 teams, and shared by Friday” Example: I once asked an SDE to finalize “the dashboard,” but they thought I meant visuals…I needed filters too. Now I write detailed definitions of done. 2/ I repeat timelines in writing ↳ Verbally aligned = easily forgotten ↳ Written timelines = shared truth Example: After any kickoff, I send a recap that includes the key milestones, owners, and due dates. If it’s not written, it’s not real. 3/ I ask people to confirm in their own words ↳ “Can you recap what you’re owning?” ↳ It surfaces misalignment early Example: I had someone say “Sure, I’ll get it done” but when I asked them to repeat the task, they described something completely different. Easy fix…because we caught it fast. 4/ I set check-in points…not just a final deadline ↳ Midpoints help course-correct ↳ It’s easier to fix week 1 than week 4 Example: For a 4-week launch, I add 2 mid-checks: one for progress, one for review. That’s saved me from last-minute fire drills. 5/ I clarify escalation paths up front ↳ “If you hit a blocker, who do you ping?” ↳ Removes friction when things go sideways Example: We once hit a resource crunch mid-project…because no one knew who could approve temp help. Now I list “go-to” escalation contacts in every kickoff doc. You don’t need to micromanage. You just need to make expectations unmistakable. How do you set clarity from day one?

On how to secure direction from your PhD advisor (or five tactics for securing clarity). As an advisor, I sometimes forget that students lack my baseline of knowledge. I'll ask a PhD student to do something, then see them, & it won't be done. So I'll ask again. Then again. Then again. Eventually, we will have a conversation & it will become clear to the student what must be done. While I'm certainly at fault for not making expectations clear, it is frustrating for me, & I'm 100% sure for my student as well - that we are not progressing on a project bc we do not have a clear understanding of what must be done. If a student finds themself in this position, they can either suffer in silence - bc the advisor is grumpy - or they can take the initiative - & add some structure to synch expectations. Here are five ways my students have managed me over the years, when I've been less than crystal-clear! Tactic 1: Prepare Specific Questions in Advance. Rather than vaguely asking, "What should I do next?", clearly frame your questions. Example: “I’ve identified two possible approaches for analyzing our data. Should I proceed with a content analysis, or would a quantitative sentiment analysis be more appropriate?” Tactic 2: Summarize Your Understanding. After your advisor gives guidance, briefly recap your understanding to confirm you are on the same page. Example: "Just to clarify, before our next meeting, I need to read the three articles you mentioned, summarize their key findings, & prepare a brief presentation on how they relate to my research. Is there anything else?” Tactic 3: Request Concrete Examples or Models. Ask your advisor directly for examples of successful work or approaches you can use as a guide. Example: “Could you point me toward a paper or project that uses the level of analysis & writing style you're looking for?” Tactic 4: Set Clear Milestones & Deadlines. Establish a timeline for your tasks to clarify expectations. Example: “Would it be reasonable to have a first draft of my literature review ready by next Wednesday, & then discuss your feedback in our meeting on Friday?” Note: If you set the timeline, be sure to keep it. Tactic 5: Follow-Up Promptly & Regularly. After your meeting, send a concise summary & ask for any further input to ensure you are on the same page. Example (in a follow-up email): "I've summarized our discussion in this email, noting that I'll complete the statistical tests by Friday. Please let me know if I’ve missed anything or if you have additional suggestions." Note: the diplomatic tone! While these may seem a bit obvious, what I appreciate about the students that do these things, is that they a) are not fussing about my lack of organization, b) they are making sure that they have the information they need, & c) they help resolve ambiguities that might lead to mutual frustration. These tactics should satisfy the grumpiest advisor, which will make for a happier academic life! #academictips

Over the past 20 years in market research, many project issues I've seen stem from mismanaging client expectations. Whether you work for a research firm, an agency, a consultancy, or any other business that involves regular client discussions, here are 4 pointers. 1️⃣ Communication—Regularly communicate, candidly ask the client how often they want updates, and never let a week go by without touching base, regardless of the project stage. Anticipate questions and answer them before they ask. A client sending an email asking, "What's the status of...?" is a failure on your end - within reason. Lack of responsiveness leads to mistrust, even more micromanagement, skepticism, and other issues that can be snuffed out by communicating openly. 2️⃣ Be Realistic—We all want to say "yes" to clients, but there are often ways to showcase your experience and expertise by being honest about what can be achieved with a given timeline and budget. The expectation could be a lack of understanding about the process or industry norms. Underpromise and overdeliver versus overpromise and underdeliver. Those honest conversations may appear inflexible, but they're often more about setting expectations and setting up both parties for long-term sustainable success. Saying "no" to this project could be a better long-term decision for the account than saying "yes" and failing with no second chance. 3️⃣ Understand Perspective—Take the time to actively listen to your client's needs, goals, and priorities. It goes beyond listening and includes asking smart (and sometimes bolder) questions to get a complete understanding. What drove the need for research? Why is receiving results within 2 weeks crucial? What happens if you don't receive results in 2 weeks? Understanding what's pushing the decisions behind the scenes can be a game changer. 4️⃣ Solutions Over Problems—Never present a problem or an issue to a client without a path forward. "This happened, but here are 3 things we can do to fix it." You need to be more than someone who relays information, you need to be a true consultant. Be able to justify each recommendation and explain the pros and cons of each path. -------------------------------------- Need MR advice? Message me. 📩 Visit @Drive Research 💻  1400+ articles to help you. ✏️ --------------------------------------

Process is a huge differentiator. And more importantly, it can make the difference between a stellar client relationship and one that barely makes "meh" waves. You may not know that I cut my teeth in the creative business world as a traffic manager-slash-account manager-slash-other duties as assigned. That meant understanding the intersection of process and client communications to set and manage expectations and create an exceptional customer experience. When you communicate what's already happened, what's happening now, and what's coming next, clients don't spend time guessing...and you're not chasing your tail to manage seemingly wayward questions or challenges. It's why I build process-driven communciations into sales, onboarding, and offboarding **as well as** actual delivery. Here are some musts for every client-focused business **before you ever begin work**: ✅ Define the steps of your process before sending a proposal or naming a fee ✅ Break phases into the simplest possible terms ✅ Save the minutia for onboarding, but make sure proposals outline major project phases ✅ During onboarding, set expectations for project flow, timeline, communications, and client responsibility ✅ Create a clear-cut path for client updates and make sure they understand how to use it ✅ Reiterate process, current stage, and next steps in every communication ✅ Complex project management systems aren't necessary: simple Gdocs or templated email checklists also work On the other hand, here are some words of caution: 🚫 Never assume clients remember your process or timeline. They have a lot going on, so by reiterating current and next steps, you make it easy for them. 🚫 Never assume clients know what you're thinking. Be clear and make sure they understand. Better to over-communicate than under. 🚫 Never "let" them go dark mid-project. Things come up and it may slip their mind. Follow up regularly (and in those follow-ups share with them when you'll follow up again). 🚫 Never guess at what they want or understand. Practice good communication skills even in writing "What I'm hearing you say is...XYZ -- is that right?" 🚫 Never assume they read or remember your last email. Make sure the information they need is easy to access. 🚫 Never let them go off into the sunset without a debrief or check in. I'm thinking of offering a workshop for creative pros and entrepreneurs on client management. If you're interested in that, drop me a DM, and I'll make sure you get it! ***** I'm Erin Pennings, owner of CopySnacks. As a brand messaging strategist and copywriter, I draw on 20 years of marketing experience to help startups and scale-ups turn their brands into customer magnets with a blend of strategic insights and tactical delivery. For more tips like this, go to erinpennings .com/newsletter (remove the space)

Setting the Stage for Freelance Success: The Power of Clear Project Scopes In my experience working with freelancers, I've learned that setting clear project scopes from the get-go is key. Freelancing can be challenging, but laying out expectations early on can reduce risks, build client trust, and ensure smoother projects. When starting with a new client, it's important to outline the scope of work, estimated hours, deadlines, meeting availability, revision limits, and other important details. Always be transparent about your rates, payment terms, and what happens if payments are late. Flexibility is important, but any changes should be documented and agreed upon by both parties. This not only helps manage client expectations but also sets you up for success by allowing you to manage your time and workload effectively. Clear communication and upfront planning are crucial in the freelancing world. They ensure that both you and your client are on the same page and pave the way for successful collaborations. Remember, setting the stage for success starts with a clear project scope.

I solved one of the biggest problems in my business by treating it like I was writing copy. Let me explain… Early on in my business, I would assign tasks to my employees and be completely shocked at the outcome. Two things were happening: 1) Either what I said wasn’t clear 2) Or I had made assumptions about what they knew/understood The outcome was always the same: frustration on everyone’s part. I realized that the problem wasn’t my employees, it was me. Communication is key, whether it’s with clients or employees. So if I wanted something done right, I had to be crystal clear and leave 0 room for questions. It’s just like writing copy… Everyone is busy. No one wants to spend time to decipher what you’re trying to say. When you leave room for assumption, you make room for error. Because what’s apparent to you may not be apparent to others. So I changed the way I communicated. I took extreme ownership I assumed that the problem was with how I was communicating. That meant I had to figure out a way to be more clear when I gave instructions. I had to lead by example. How did I do that? 1) I took every chance I could to over-explain. Simply adding a few extra details (examples, explanations, etc.) takes you only a few seconds but will save the other person a ton of time 2) I clearly organized every piece of communication Just like writing copy - don’t do walls of text, spacing, bolds, etc. Every little detail matters. 3) Examples + Demonstrations when possible I took the time to add the extra elements that could help the person on the receiving end visualize what I was trying to communicate. That meant spending time taking screenshots and creating loom walkthroughs The end result? Everything became smoother. • Clients relations • Employee relations • No surprises with projects • No talking past each other If you don’t write clear and concise copy, you can’t expect your viewers to convert. So don’t expect projects to get completed without the same level of clarity The next time you’re communicating with an employee or a client, treat them like a person reading your copy. Did they understand what you’re trying to say? Do they know what the goal is? Are they going to feel motivated at the end or leave scratching their head? Only you have the power to decide the outcome.

Product manager communication skills scorecard 📝 How do you rank? Where can you improve? 𝐇𝐨𝐰 𝐭𝐨 𝐮𝐬𝐞 𝐭𝐡𝐢𝐬 👇 0. Print this sheet out (optional) 1. Read the brief scenario in each category 2. Consider how you ACTUALLY respond day-to-day 3. Use the examples to rank yourself for each category 4. Consider what you can do to improve in your weakest areas Here's some guidance for each category: Tailored Messaging • Know Your Audience: Speak their language, whether it's tech-savvy jargon or plain English. • Clarity is Key: Make sure your message is clear, concise, and free of confusion. • Follow Up: Check for understanding and be available to clarify any doubts. ——— Proactive Communication • Stay Ahead: Don't wait to be asked; share updates and information as they happen. • Be Transparent: Honesty about challenges and delays builds trust. • Plan and Inform: Share your action plan to keep everyone aligned and confident. ——— Decision Documentation • Write It Down: If it's important, it deserves to be documented. • Include the Why: Explain the rationale behind decisions to avoid future confusion. • Make It Accessible: Store documents where everyone can find them, not in the mystery folder. ——— Prompt Issue Resolution • Act Fast: Address issues quickly; they rarely fix themselves. • Keep Everyone Informed: Share the problem, the plan, and the progress. • Learn and Prevent: Analyze what went wrong and how to avoid it next time. ——— Clear Expectations and Follow-Up • Set the Stage: Define clear goals, roles, and deadlines from the start. • Check-In Regularly: Regular follow-up keeps everyone on track and accountable. • Be Flexible: Adapt expectations as needed, but always with clear communication. ——— Meeting Hygiene • Prepare and Share: An agenda isn’t a secret document; share it ahead of time. • Stay on Track: Respect everyone's time by keeping meetings focused. • Assign and Recap: End with clear action items and a quick recap. ——— Listening Skills • Hear and Understand: Listening isn't just hearing; it's understanding what's said. • Ask Questions: If in doubt, ask. It shows you care and want to understand. • Value Input: Show that you value others' opinions, even if you don't always agree. ——— Empathetic Communication • Feel Their Shoes: Understand others' feelings and perspectives. • Respond with Care: Acknowledge emotions and respond thoughtfully. • Build Relationships: Use empathy to connect and build stronger relationships. #productmanagement #technology #startups #product #communication

𝟵𝟯% 𝗼𝗳 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝘁𝗵𝗶𝗻𝗸 𝘁𝗵𝗲𝗶𝗿 𝗶𝗻𝘀𝘁𝗿𝘂𝗰𝘁𝗶𝗼𝗻𝘀 𝗮𝗿𝗲 𝗰𝗹𝗲𝗮𝗿. 𝟭𝟲% 𝗼𝗳 𝘁𝗵𝗲𝗶𝗿 𝘁𝗲𝗮𝗺𝘀 𝗮𝗴𝗿𝗲𝗲. This gap isn't just costing you money. It's destroying your culture. You think you were clear. They think they understood. But what they 𝘩𝘦𝘢𝘳𝘥… isn't what you said. That gap creates wasted effort, frustration, and eventually → culture rot. Here's the fix: 𝗲𝗰𝗵𝗼𝗶𝗻𝗴 ➡️ You explain. ➡️ Then, you ask them to repeat it back... "𝗖𝗮𝗻 𝘆𝗼𝘂 𝘁𝗲𝗹𝗹 𝗺𝗲 𝘄𝗵𝗮𝘁 𝘆𝗼𝘂 𝘁𝗵𝗶𝗻𝗸 𝘆𝗼𝘂 𝗵𝗲𝗮𝗿𝗱?" Listen closely, you'll know if the message stuck... or if something got lost. Then, you can clear it up 𝘣𝘦𝘧𝘰𝘳𝘦 it snowballs into a problem. One founder told her team to "be more innovative."  Her product lead heard "build new features,"  Her marketing head understood it as "try trending social campaigns."  Same message, three different interpretations. A quick echo revealed the founder actually meant...  "talk to more customers about their unsolved problems." BONUS: when you model echoing with your direct reports... they'll start doing it with theirs. Teach them to use the 𝗘𝗰𝗵𝗼 𝗟𝗼𝗼𝗽: 1️⃣ 𝗧𝗲𝗹𝗹 𝘁𝗵𝗲𝗺 what you expect. 2️⃣ 𝗔𝘀𝗸 𝘁𝗵𝗲𝗺 to echo it back. 3️⃣ 𝗛𝗲𝗮𝗿 𝘁𝗵𝗲𝗺 share their understanding. 4️⃣ 𝗖𝗹𝗮𝗿𝗶𝗳𝘆 𝘁𝗵𝗲𝗺 as needed. …then you're both ready to move forward - with clarity. Simple. Repeatable. Powerful. Echoing doesn’t just clarify today’s task... it builds a culture of crystal-clear expectations. Did you see my post on the Culture Formula?  𝗰𝗿𝘆𝘀𝘁𝗮𝗹 𝗰𝗹𝗲𝗮𝗿 𝗲𝘅𝗽𝗲𝗰𝘁𝗮𝘁𝗶𝗼𝗻𝘀 𝗮𝗿𝗲 𝘁𝗵𝗲 𝗳𝗼𝘂𝗻𝗱𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝗮 𝗵𝗲𝗮𝗹𝘁𝗵𝘆 𝗰𝘂𝗹𝘁𝘂𝗿𝗲. 🤔 How do you ensure clarity in your team's communication?  💡 Share your strategies below.  Or try echoing, and let me know the results! 👉 Follow Mark C. Winters for more freedom unlocking insights. 📧 Subscribe for weekly deeper dives: https://lnkd.in/gD6ZcSaS ♻️ Repost to share this clarity tool with your network.

“Unspoken expectations are premeditated resentments.” — Neil Strauss A friend of mine does a lot of marriage counseling. He shared this observation with me: “Most of the problems I see come down to missed expectations. Too often, those expectations were unspoken.” That's not just an issue in marriage relationships. It’s true with our stakeholders, too. There are expectations that something will be included in a project—or that it won’t be. It was never talked about—or at least, not clearly discussed. But the expectations remain. So much of project management comes down to managing the balance between expectations and reality. The more aligned stakeholder expectations are with the reality of what we’re delivering, the more likely the project is to be viewed by them as a success. What are some ways to maintain that balance? Here are some ideas from our Essentials of Project Management course: ✔️ Give more visibility to assumptions. Document them. Review them with stakeholders. Update them. Don't keep assumptions tucked away in your head. Pro tip: People say all the time: "Don't assume! You know what the word assume means, right?" That's terrible advice for projects. There are always assumptions. The problem is when they're overly optimistic or not communicated and considered. ✔️ Use exclusions to help stakeholders understand what they WON’T be getting. For the longest time, I chafed against documenting exclusions. If I didn’t tell someone they were going to get something, why should I have to tell them they aren’t? Because they make assumptions. Pro tip: Out-of-scopes don’t always mean "never." They might just mean they’re exclusions for the upcoming delivery. It’s okay for something to be out-of-scope for now but on the roadmap for later. ✔️ Have frequent check-ins. The frequency can depend on the project, but our experience shows that reality and expectations can start to diverge if your check-ins are more than two weeks apart. ✔️ Validate scope as it’s completed. In those check-ins, let your stakeholders see what’s been done. There’s nothing like actually seeing a deliverable to help a stakeholder understand if there's alignment with their expectations. ✔️ Increase trust with your stakeholders. As obvious as this may seem, it's worth being reminded that the dirty little secret of business is that everything is done on relationships. When there's trust, you're just checking in. When there's not, you're checking up. Understanding flows faster and more clearly when there's trust. 👉👉 What else would you add to this list? ------------------------------- “I thought my husband would ____________.” “I grew up in a house where my mom would _____________ so I assumed my wife would as well.” Yeah, that's a recipe for trouble. Marriage relationships can struggle because of missed and unstated expectations. So can projects. According to Neil Strauss, being more clear about expectations can avoid premeditated resentments.