The Importance of Setting Clear Expectations

Organizations are duty-bound to let employees know what is expected of them clearly and simply.

It is often an overlooked step during employee onboarding and very frequently, a practice not implemented during employment - managers and supervisors who fail to clearly communicate, in both speaking and writing, the level of performance they require from each employee in order to receive their desired results.

Unquestionably, clearly setting employee expectations can eliminate or reduce confusion and increases the chances of employees being successful in achieving the goals set for them. Employees who achieve their goals enhance the success of the entire organization.

Despite this, a recent Organizational Management study shows that nearly half of all US-based employees don't know what's expected of them at work.

Employees are less engaged at work when they do not have a clear understanding of what's required of them. Directly this impacts employees who do not feel engaged at work. While there are many elements of employee engagement, the study suggested that clear expectations could be the most foundational one.

Employees want to be successful at work, and this can only be achieved if they know what is expected of them from their organization and their team - regular discussions between employees and their supervisors should be conducted, including reviewing performance contributions, goals to set for the coming year and their professional development opportunities.

What are employee expectations?

In addition to standard performance appraisals, there are many workplace factors in setting expectations. Depending upon organizational requirements of client, customer and vendor relationships, employee knowledge and positions, agency, departments and team practices policies and performance, and social media presence all play a part in setting expectations for employees.

Employees should expect to maintain the following behaviors in the workplace:

• Display a positive and respectful attitude.

• Work with honesty and integrity.

• Represent the organization in a responsible manner.

• Perform their jobs to a reasonable, acceptable standard.

• Maintain good attendance.

• Conduct themselves in a professional manner, even when off duty.

• Follow set policies and procedures when dealing with problems or issues.

Just as there are expectations for employee behavior, workers should expect certain behaviors and opportunities from their employers. The following expectations are not only essential for employees to have for their management, but also required to be in compliance with employment regulations:

• Proper training, support and leadership

• Timely and accurate payment of wages

• Safe and healthy working environments

• Full disclosure and explanation of the job responsibilities, company policies and procedures

• Regular feedback on performance from supervisors or managers

Additionally, it is reasonable for employees to expect the following:

• Access to the resources they need to perform their work tasks efficiently and properly

• Fair and consistent communication and application of policies (e.g., performance, discipline, conduct) across the team

• Credit and acknowledgment for work achievements

What are team expectations?

Most employees will find themselves working on a team at some point in their career. Team expectations are similar to individual expectations, except that team expectations are something every team member should be accountable for while also holding others accountable.

Team expectations are not the same as team goals. Goals are typically tasks that need to be accomplished, whereas team expectations are for the behaviors that occur while the team accomplishes said tasks. Established team expectations are necessary for the group to be productive and work cohesively. Ten team expectations that every team member should be accountable for:

1. Respect each other, and be courteous and sensitive to everyone's needs and concerns.

2. Be accountable for your work.

3. Be flexible about job and task assignments.

4. Be willing to help each other instead of displaying an "it's not my job" attitude.

5. Ask for help when needed.

6. Work safely together.

7. Be open to constructive feedback without being defensive or negative.

8. Be self-motivated and reliable.

9. Share ideas for improvement.

10. Be cheerful, positive and encouraging to other team members.

What are performance expectations?

It is important to set clear employee and performance expectations for each new person during the onboarding process. Be specific and clear as to what the expectations are and how you will measure them. Performance expectations should be measured by the organization and communicated by management or leadership.

Each employee also needs to understand the importance of their role and how their responsibilities impact their organization and department. Performance expectations go beyond a job description and include a range of expected outcomes – for example, the impact of the work on the organization, expectations on level of service rendered to clients and co-workers, and the organizational values demonstrated by the employee.

Some experts highly recommend using SMART (specific, measurable, achievable, realistic, time-bound) goals to set employee performance expectations. This will help you tailor your performance expectations to each individual.

How do you communicate and manage expectations?

After clear expectations are set, there are a few steps you can actively take to communicate and manage them. Most importantly, communication of employee expectations should be as clear and specific as possible. For you to manage expectations, everybody needs to be on the same page as to what is required of them. Meeting with employees to communicate and manage expectations, the recommendations are that you always be clear on attainable objectives, give the employee an opportunity to ask questions, and discuss the tools necessary to accomplish each task. It also helps to explain the purpose of each task and casually check in with your employees, showing them that you are reachable and attentive.

It is critical to meet with employees regularly to discuss ongoing projects and holding one-on-one meetings to display caring and professional leadership. However, since every employee is different, you may have to use different methods of communication to best reach each one. For example, some team members may prefer frequent face-to-face meetings, whereas others might prefer a more hands-off approach.

To improve the chances of employees meeting or exceeding your expectations, follow these steps when you plan and set them.

1. Specify and Communicate Organizational Expectations.

Before you can have a conversation with your staff members, you need to have a conversation with yourself and write down what your realistic expectations are. For example, you may expect staff members to do the following:

• Have technical knowledge of required work process.

• Complete projects within the given timeframe.

• Have a positive attitude.

• Take initiative on starting new projects and coming up with new ideas that can benefit the company.

• Come to work on time.

• Follow the dress code.

• Remain professional at all times when communicating with clients and other staff members.

• Follow up with clients within two business days.

• Respect each other.

2. Clarify Work, Team and Organizational Expectations.

Clear communication from leaders is imperative for success. If staff members don't fully understand what you expect from them, it'll be difficult for them to meet your expectations. You can do these things to make them clear:

• Lay out exactly what your expectations are in paperwork for new hires.

• Provide existing employees with a digital or print guide as an amendment to your employee handbook or their job responsibilities.

• Don't just hand staff members your expectations guide – meet with them to discuss what they are.

• Address any questions employees have about your expectations.

• Ensure they understand what your expectations are.

3. Allow Employees to Understand the Importance of Setting Expectations.

When employees understand why expectations are important, it can help them see the bigger picture and feel like their role in the company matters.

• Don't just tell staff members what your expectations are – communicate why they are important.

• Help staff members see how the company as a whole can benefit when they meet or exceed your expectations.

• Beyond communicating the importance of your expectations, break down the "why" in as much detail as possible to minimize confusion.

4. Explain Why Expectations Are Important.

Offer concrete examples as to why you've set certain expectations, and explain to your team how these expectations connect to the big-picture goals of the company.

• Being on time for work ensures operations run smoothly.

• Adhering to the dress code casts the company in a professional light among customers.

• Displaying a positive attitude at work helps employees deal with stress and keeps morale up.

5. Agreement and Commitment.

Formalize the expectations by requiring employees to sign off on them. When employees sign off on your expectations, it makes them feel more serious. In the event they don't meet your expectations, you will have the documentation to hold them accountable and make a case as to how they have fallen short of the agreement.