Expectancy Management Training (EMT)
Scenario 1: Is this sounding very familiar ?

Customer A	Customer B
Lot of issues in the project. Examples: Delivery slippages, Not meeting certain key technical requirements, etc.	Few challenges. Examples: Small issue in documentation format, Change in training dates etc.
Customer understands the limitation. He feels it is part of any business and is very supportive.	Customer is not happy. Threatens to cancel the order or writes email to top bosses.

Is the above scenario sounding very familiar? Many organizations face the same challenge and wonder why? Certain customers are very understanding when it comes to project execution while certain customers are so stringent. What makes the difference? Project managers sometimes tend to blame customers that they are very demanding.

Scenario 2: Is this sounding very familiar?

Team A	Team B
Highly motivated. They can very well understand that the company is doing its best to meet up the organizations objectives and will also take care of the employees.	To a greater extent the morale is low. The group always points to areas where the company has not supported them to be at their best.
They can very much appreciate the fact that only when they perform well, they will be rewarded and they have very little complaints about the organization policies and procedures.	The members complain about the working environment, the organization policies and procedures etc. They always give lot of excuses and blame others for not achieving the results.

Though when both the teams are working for the same company and in the same environment why do they have different attitudes towards work? Certain groups can very much understand the business objectives of the organization and can perform their best to achieve the same. They will also talk about where and how the organization is helping them to achieve their career and personal objectives. But within your organization another team working in the same geography and in the same department may have a totally different attitude. What makes the difference?

Managing the Expectations
Is this all about MANAGING THE EXPECTATIONS of the customers or the employees? In both the above scenarios it totally depends on how the expectations of the customer / employees are being managed.
The manager, who can handle the expectations of the customers well, will be able to manage a smooth execution of the project though there will be many challenges on the way. They can isolate the trust and the relationship components on the eyes of the customer from the project specific issues.
Similarly certain managers, can make the employees understand that they need to give utmost propriety to achieve organization objectives. In the process, the organization will also do the best to take care of their welfare and career objectives.

What is Expectancy Management?
Expectancy Management Training is all about making the participants aware and teach techniques for managing the expectations of the customers and the employees and master the art of Expectation management. Since this workshop is based on the real world of experiences, real reasons for project & team success and failure are discussed, with practical solutions.
Participants are taught specific powerful Neuro Linguistic Programming (NLP) techniques to rapidly change their own methods and behaviors in the way they choose.

What EMT will do for your Organization?
1. EMT will immediately help the employees to show tangible improvements in the client relationship
2. EMT will isolate the trust and the relationship components and the project specific issues from the eyes of the customer
3. EMT will directly have an impact on bringing down the attrition rate and enhancing the morale of the employees
4. EMT will be the most effective way to align the Organization and Employee Goals

Course Design
Definition of EMT -What is Expectancy Management and the significance of the same through specific practical examples

NLP Communication Model: Using the most powerful communication model, participants will learn the principals of Excellent Communication. This will enable them to take responsibility and will give them the flexibility to communicate with various target groups (Customers, Superiors, Team members and Subordinates)

Art of Developing Instant Rapport: Rapport is the process of entering another person’s model of the world. This establishes trust and the unquestionable acceptance of suggestions.

Representational System: Participants will learn five major representation systems which we use to experience the world. This will give them the skill to see the world from other persons point of view.

Reframing: One of the most powerful tool used by successful managers and leaders to change the frame of reference around an event so as to give a useful meaning.

Hierarchy of Ideas: An effective customer interaction or employee management must include the flexibility to think and work on the company’s vision, values, strategic direction (Big Picture) as well as manage the operations, logistics, cash flow, deadline commitments and sales (details). Effective expectancy management includes both end of the hierarchy.

Useful Language Patterns: Direct methods to get others (customers and co-workers) to do certain activities, often create tension and resistances. Rather generating resistance, the powerful language patters helps us to communicate and to convince others the way they want to be convinced.

Communication Quality: To take responsibility of ones own communication and improving the same for effective and improved results

Team Effectiveness: The power of metaphors, Team dynamics

Who should attend?

• Project Leaders / Managers
• Account Managers
• Business Analysts
• Project Coordinators
• Technical Architects
• Delivery Managers
• Senior Associates / Engineers
• Sales Managers
• Functional Consultants
• Pre-Sales Consultants
• Middle Managers who need to handle a team

CLIENTS