Project Managers Must Be Skilled at Managing Customer Expectations and Perceptions

question 49

Essay

Project managers must be skilled at managing customer expectations and perceptions. Give three examples of how one can do this.

Acknowledge the role of rewards in encouraging employee participation in suggestion systems.

Recognize the communication systems within an organization, including upward and downward communication.

Understand the concept of the profitability index and its application in comparing investment proposals.

Calculate the simple rate of return on investments and understand its implications on investment decisions.

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Definitions:

Reflective Communication

An interactive communication process in which the receiver uses verbal “mirroring” to restate what the sender has said for optimal clarification by all parties.

Verbal "Mirror"

A communication technique where a speaker repeats or paraphrases what another person has said to confirm understanding or empathy.

Sterile Techniques

Methods employed to maintain sterility during medical procedures, including the use of sterilized instruments and gloves to prevent infection.