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Understanding and Meeting Client Expectations

Understanding Values and Expectations

Learning Objectives

  1. Identify methods for determining client expectations.
  2. Identify methods for clarifying values and determining differences.
  3. Describe the importance of dealing fairly with the client.

Two of the sources of dissatisfaction in personal and business interactions are unmet expectations and a misunderstanding or ignorance of the values held by the other party. The project manager needs to avoid having a dissatisfied client due to a clash of values or a failure to meet expectations.