Setting Expectations With Multigenerational Teams and Clients

By clearly communicating expectations, you reduce ambiguity, enhance accountability, promote engagement and improve collaboration
The post Setting Expectations With Multigenerational Teams and Clients appeared first on Articles, Tips and Tech for Law Firms and Lawyers.

Today’s workplace is made up of roughly 19% Baby Boomers, 35.5% Generation X, and 39.4% Millennials. By 2030, Generation Z will make up about 30%, adding new perspectives, ideas and expectations to the mix. For law firms, the challenges of navigating multigenerational dynamics are accelerating rapidly, both in our offices and among our clients.

Best Practices for Setting Clear Expectations for Teams and Clients

Each generation brings unique communication styles and differing understandings of what constitutes exemplary work. Failure to align expectations risks misunderstandings, missed deadlines, employee turnover, and unhappy clients. By clearly communicating expectations, you reduce ambiguity, enhance accountability, promote engagement and significantly improve collaboration—all crucial elements of delivering great service.

The following best practices transcend generational boundaries, regardless of title, role or status.

Communication Guidelines for Setting Expectations

Be Clear and Specific

Do not assume anything is self-evident or “goes without saying.” Spell out expectations in clear, unambiguous language. The more specific you can be, the better. When possible, quantify expectations with numbers or metrics. Younger generations especially appreciate straightforward and direct language when outlining tasks.

Set Realistic Expectations

When one meets or exceeds expectations, they are typically motivated and inspired to do more. On the other hand, it’s demotivating for teams or individuals when they are given unrealistic goals — and it’s a huge liability with clients. Expectations should be challenging yet attainable based on current resources, skills and bandwidth. It is important for employees to know where and how to focus their efforts.

Explain the “Why”

People best meet expectations when they understand the rationale behind them. Explain why the goal is important. It is helpful to explain the situation, anticipated obstacles to overcome, any specific actions to be taken, and successful results. Purpose-driven work also provides meaning behind the firm’s mission and values, which are important to younger employees.

Ask for Confirmation

After communicating expectations, ask follow-up questions to confirm mutual understanding. For example, you might say:

“To confirm, I expect our BD team will deliver the deck, running about 10 slides, by July 15, which leaves you with two weeks to personalize the deck and practice before your July 30 presentation. Does this align with your understanding?” … “Is this doable?”  … “Do you anticipate anything that may stop you from meeting the deadline?” 

Most people appreciate open dialogue and like to offer their insights and suggestions.

Encourage Feedback

View expectation-setting as a two-way conversation, not a one-way directive. Be open to pushback and suggestions from your team or client. That is good; getting buy-in will stack the odds in your favor. Be prepared to negotiate if necessary and be clear on what is non-negotiable. Feedback is important for fostering an environment of inclusivity where voices are heard. Tip: Millennials appreciate regular feedback and praise for their contributions, while Gen X’ers value autonomy and the security of knowing they are supported.

(Read: How to Give Good Feedback.)

Discuss Communication Preferences

In addition to what is expected, discuss the best methods for communicating progress advancements, whether email, project management tools, team chat or something else. Be prepared to discuss updates, such as how often and how progress updates are to be delivered and why progress reporting is or is not necessary. Millennials and Gen Xers are highly skilled at leveraging technology for efficiency. Encourage everyone to embrace tools that streamline workflow reporting.

Follow-Up Plan

Once expectations are set and understood, be sure to follow up as appropriate and define any communication preferences. Keep in mind that too many updates or check-ins may be seen as micromanaging, while too few may cause unnecessary roadblocks. Use your judgment and refrain from letting your team or client wonder if they are on track.

Celebrate Success

When expectations are met or exceeded, take the time to appreciate the accomplishment and congratulate those involved, privately and, when appropriate, publicly. Positive reinforcement boosts motivation for the next goal.

Keep this mantra in mind: “Behavior that gets rewarded gets repeated.”

Fine Points for Setting Expectations Internally

While the general communication guidelines above apply to both internal and external audiences, here are some additional considerations when setting expectations with direct reports and business professionals:

Individual vs. Team Expectations. Clearly define what is expected from individual team members based on their roles and strengths, as well as the collective expectations for the team as a whole.
Time expectations. Provide explicit guidance on deadlines and schedules. This is critical for teams operating across different time zones. It is also important to define working hours, expected response times on communication channels, anticipated after-hours or weekend work requirements and procedures for requesting time off or flexible work schedules.
Communication protocols. Establish protocols governing how, when and where diverse types of communications should happen. For example, you may prefer to use real-time team chat for quick questions, email for formal requests, and project software for status updates. Ensure these protocols are reinforced with your availability status.

Communications Guidelines for Setting Expectations with Clients

For clients, effectively setting and delivering on expectations is critical for building positive, trusting and lasting relationships.

Set expectations early. From the first interaction, be upfront about what you can and cannot deliver. Do not overpromise; that will backfire later. Have an open discussion to get on the same page about realistic goals, timelines and expenses. If you are not going to meet a goal or deadline, or if there are budget overruns, communicate this proactively and reset expectations.
Consider documenting the plan. Communication that outlines your goals and the specific deliverables, deadlines and responsibilities can go a long way toward ensuring expectations are set appropriately and all parties are aligned. Having a documented plan or a critical path chart helps eliminate ambiguity and gives the client visibility into the process.
Anticipate and allow for client involvement. While you are the expert, don’t shut out the client. Give them a seat at the table to provide input and feedback throughout the process within reasonable parameters.
Build rapport.Make an effort to connect with clients on a personal level, not just a transactional one. Finding common ground and building genuine rapport leads to more engagement and buy-in.
Underpromise, overdeliver.As the old saying goes, it is better to underpromise and overdeliver than the reverse. Be sensitive with your timelines and budgets so the client is pleasantly surprised if you come in ahead of schedule or under budget.
Be transparent. Keep your clients updated. Do not make them wonder what you’re up to. Use clear data visualization to illustrate the results you are achieving. If roadblocks emerge, transparent communication is critical to resetting expectations.
Say no when needed. Even though you have agreed on expectations, clients may make additional requests that aren’t realistic or aligned with the original scope. Don’t be afraid to politely push back, offering the reason the new request is not possible or detailing what is needed to make it happen.

Harmonious, Productive Collaboration Across Generations

Effective communication is critical to managing internal teams and external clients. Apply these guidelines for clear, realistic, two-way communication across generations to ensure greater alignment on shared goals and harmonious, productive collaboration. The result will be more engaged teams, stronger client relationships, increased productivity and improved business outcomes.

Image © iStockPhoto.com.