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You will be taught the use of tools that allow the discovery and management of expectations commonly encountered among stakeholders and team.

Course Outline

This course dives deep into the definition of what an expectation is, reveals how stakeholder wants and beliefs interact with the project plan, demonstrates two kinds of expectations and explains steps that you can take to keep stakeholder expectations in alignment with the objectives of the project. You will be taught the use of tools that allow the discovery and management of expectations commonly encountered among stakeholders and team.


At the end of this course, students will be able to:
  • Know the Impact of unknown expectations
  • Uncover hidden expectations
  • Listen for stakeholder Wants and Beliefs
  • Understand the importance of stakeholder alignment to plan
  • Know what to do when expectations do not match plan
  • Know what to do when expectations do not match reality
  • Know what actions you can take to manage expectations
  • Intro
  • What is an expectation?
  • How do we manage expectations?
  • Applying what we just learned

This course is designed for Project Managers, Managers of Project Mangers, Functional Managers with project responsibility, and Project Management Office staff.

Course Outline

I. Intro

A. Define expectations
B. Why they are important
C. PMBOK says
D. Roadmap for rest of workshop

II. What is an expectation?

A. Targets and baselines
B. Beliefs and Wants
C. Consonant and Dissonant
D. Combine with plan

III. How do we manage expectations?

A. Discover them
1. Know your stakeholders
2. Stakeholder Expectations Matrix
3. Exercise: Expectations checklist
B. Align them
1. When to change the Want
2. When to change the Belief
3. When to change the Plan
C. Listen
1. Watch for unforeseen risk

IV. Applying what we just learned

A. Communities Analysis
B. Stakeholders list
C. Based on what you know, fill out Stakeholder Expectations Matrix
Prerequisites & Certificates

This course assumes familiarity with basic project management concepts as well as some experience in the planning and execution of projects.

Certificates offered

Certificate of Completion

Cancellation Policy
10 Day cancellation required for all courses in order to get a full refund.
Map & Reviews
Protech Training
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Here are some reviews of the training vendor.
I took the training remotely so I cannot comment on some of the questions. I think that this seminar has too much content to squeeze it into one week.... might be better as a two week course?
Reviewed by 2013
found the material very helpful - although there was a lot of material covered - the pace was well set. Would definitely recommend people to have explored Microsoft Access beforehand to be familiarized with the program before taking the course. I would imagine someone without any exposure would find it confusing. Environment really good - people very, very nice and helpful. Would definitely take the next level of access with the same training facility.
Reviewed by 2013
I was not in the physical classroom. Feedback centered around online training would be good because now I have to rate items that I was not present for. Those items are getting half a star because I was not there to rate them. The course material must go through an editing process. There are a lot of grammar mistakes, but also a lot of actual procedure/activity mistakes.
Reviewed by 2012

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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