Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
We Need To Talk: Addressing Unmet Expectations (Part 2 of 3)
Summary
Unmet expectations at work can significantly impact team morale and performance. However, addressing these issues without causing defensiveness or tension is a delicate challenge. In this session, Joshua Graves, author of We Need To Talk: A Survival Guide for Tough Conversations, helps shift the focus from blame to problem-solving, equipping you with practical strategies to uncover root causes, frame constructive conversations, and set clear expectations without damaging relationships. Through real-world examples and actionable takeaways, learn how to avoid common pitfalls and drive accountability while maintaining a productive working environment. Tune into this structured and insightful presentation that will help you navigate tough conversations with confidence and turn challenges into opportunities for team growth.
Key Insights
-
•
Unmet expectations largely stem from unclear communication and unspoken assumptions.
-
•
Self-examination and understanding one’s own motivations is critical before addressing others' failures.
-
•
The distinction between being 'nice' and being 'kind' is vital—kindness means addressing hard truths respectfully.
-
•
Situation-Behavior-Impact (or Outcome) is an effective framework to discuss unmet expectations factually.
-
•
Psychological safety is essential before initiating difficult conversations to ensure presence and receptiveness.
-
•
Avoid asking 'why' questions since they trigger defensiveness; prefer 'what' and 'how' to engage logical thinking.
-
•
Documenting expectations and agreements prevents ambiguity and offers a clear frame for accountability.
-
•
Managing unmet expectations differs by role level—early-career staff may need concrete instructions, senior staff require principle-driven guidance.
-
•
Performance Improvement Plans (PIPs) should be last resorts and carefully documented to avoid damage and ambiguity.
-
•
Effective leaders help others align on strategy and vision while trusting them with tactical execution.
Notable Quotes
"We spend all our time in our heads and unintentionally hold others to the same standards without communicating it."
"The difference between being nice and being kind is subtle but core; kindness means telling the hard truth to help."
"If something isn’t going the way it needs to, a little clarity can go a long way."
"Start with inquiry rather than accusation to get to root causes without making others feel attacked."
"Try to observe the situation like a security camera—stick to factual, objective descriptions."
"Avoid 'why' questions because they trigger defensive amygdala responses; use 'what' and 'how' to keep people logical."
"The best solutions come from good questions and sitting with the problem, not rushing to fix."
"When you talk with someone who isn’t meeting expectations, shift from blame to figuring it out together."
"If you’re dealing with someone more senior who won’t engage, appeal to how the problem affects their responsibilities."
"Clarity and cruelty are different things; you want directness without belittling."
Or choose a question:
More Videos
"Principles give unity and organization to a product, system, or human experience, not just guidelines or rules of thumb."
Richard BuchananCreativity and Principles in the Flourishing Enterprise
June 15, 2018
"Companies parachuting in to 'study' marginalized groups often do more harm than good when they don't build local capacity."
Tricia WangThe most popular design thinking strategy is BS
January 27, 2022
"Use whatever information is available in the tool. Views, downloads, and links in Slack channels are all helpful adoption metrics."
Gabrielle VerderberDocumentation Your Team Will Actually Use
October 3, 2023
"Daring leaders must care for and be connected to the people they lead."
Etienne FangThe Power of Care: From Human-Centered Research to Humanity-Centered Leadership
March 10, 2021
"Disability is a normal part of the human experience."
Sam ProulxAccessibility: An Opportunity to Innovate
November 16, 2022
"Change management is not just announcements—it starts with user research and goes through to release and beyond."
Meaghan Waters Fotina KoutropoulousLack of Product Thinking will Doom Your Legacy Modernization
June 9, 2021
"Over the long term, democratization programs can even out workloads and reduce pressure on research teams."
Trisha TerharEmpathizing with the Empowered: Non-Researcher Responses to Democratization
March 10, 2022
"Nobody’s gonna listen to you people until you start speaking in the language of business."
Mark Interrante Harry MaxAI for Prioritization (3rd of 3 seminars)
July 11, 2024
"Tech workers in the UK are five times more depressed than the UK average, with stress killing creativity."
Dr. Karl JeffriesThe Science of Creativity for DesignOps
January 8, 2024
