Naomi Karten,author of Managing Expectations: Working With People Who Want More, Better, Faster, Sooner, NOW!

What expectations do the people at your school have of the information systems department? What are your department’s expectations of your faculty, students and staff?

Expectations are difficult to control and impossible to turn off, but by understanding the forms they take and the factors that affect them, you can do a much better job of managing them. In this session, Naomi will provide ideas and advice on key aspects of managing expectations, including change management, information gathering, relationship building, communication, and customer service. This will be a lively, highly interactive session that will include simulations, small group activities and group discussion. Naomi’s insights about service delivery will help you become a successful Expectations Manager. Come prepared to have fun while you learn.

A student of human behavior, Naomi Karten has presented seminars and keynotes to more than 100,000 people internationally on how to manage customer expectations, deliver superior service, communicate skillfully, and build trusting and supportive relationships. She is the author of Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW! and is currently writing a book titled Communication Gaps and How to Close Them.Readers have described her newsletter, Perceptions & Realities,as lively, informative and a breath of fresh air.

Before forming her speaking and consulting business in 1984, Naomi earned a B.A. and an M.A. in psychology, and gained extensive IT experience in both technical and management positions. Her website is regularly updated with articles on topics such as managing expectations, communication skills, relationship building, and teamwork.