Art Of Managing Expectations (2D)



A screaming email. A demanding stakeholder on the line. An irate customer at the counter. Handling such situations can be akin to having a piping hot potato in your hands. You may possess the knowledge and even have the best solutions possible at your disposal but if you cannot handle the situation tactfully and effectively, achieving a mutually agreeable outcome can become a real challenge. The consequences are many; from loss of credibility to loss business and opportunities. The Art Of Managing Expectations is a powerful way to allow people to communicate their needs and wants to you and how you respond to them to resolve issues and be able to achieve satisfaction on all sides. You can use the techniques learned to effectively diffuse any situation and persuade your audience to agree a particular course of action, leading to a mutually beneficial agreement.

This unique 2-day, activity driven program teaches skills that boost personal productivity and relationship building through increased understanding and effective implementation of the process in managing expectations. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact when you are handling and managing expectations from customers and stakeholders, internal and external alike.

Art Of Managing Expectations focuses on the following areas:



Objection handling


Relationship management

Training Outcome
After completing the training, you should be able to: 
  • Develop the power of persuasion
  • Influence your audience for the buy-in
  • Listen and discover real issues
  • Match audience needs with benefits of value-based statements
  • Question smartly to define the matter at hand
Our Methodology

Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays.  The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you've already accumulated.  They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization's success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Framework and Implementation
Our unique experiential framework and implementation empowers you to:
  • Achieve your intended objectives effectively
  • Close deals and required buy-ins with greater success rate
  • Communicate clearly and concisely
  • Develop your personal unique disarming style
  • Employ effective communication skills to different types of audience
  • Improve relationships through effective communication
  • Increase productivity and performance
  • Influence people
  • Listen generously and question skillfully
  • Maintain sustainable long-term relationships
  • Match stakeholders’ needs with value propositions
  • Motivate your audience to buy-in to your proposals

Our program outline encompasses the following modules:

Day 1:

Module 1: Overview
  • Context setting
  • Customer Is Right vs Customer First
  • Expectations vs reality
  • The Customer Relationship Dial
  • Disarming techniques
Module 2: Interpersonal Communication
  • Building credibility
  • The 4 Quadrants
  • Our communication style
  • Other styles
  • Shifting into positive action
Module 3: Being Effective In Communication
  • Applying learning in the workplace and relationships
  • What others say and do and what is important to them
  • What we do more of when managing others
  • What we avoid doing when managing others 
  • Revealing our blind spots
Module 4: Pause
  • Set the scene
  • Managing your reactions
  • Stay objective
  • Reframing techniques
  • Thinking positive

Day 2:

Module 5: Acknowledge
  • 6 active listening techniques
  • Driving meaningful conversations
  • Advanced interjection techniques
  • Prioritizing needs
  • Summarize and confirm
Module 6: Clarify
  • 6 discovery questioning techniques
  • The Funnel Model
  • Tight conversation
  • Power Up!
  • Asking purposeful questions
Module 7: Explore
  • The Needs Pyramid 
  • Matching needs with FAB
  • Critical Success Factors
  • Value Drivers and Buy-In models
  • Crafting persuasive conversations
Module 8: Closing
  • What are variables
  • Get and Give variables
  • Yes-No-Yes Model
  • Countering with variables
  • The WOW Factor

Related Courses