Setting Expectations, Getting Results

When people fail to meet expectations, it is often because they didn't know what expectations to meet.  Being a ScrumMaster, team lead, and manager, the most effective way I clear this up is to explicitly tell teams what I expect.  This phrase, although quite obvious and trivial, helps me achieve that goal:

"I expect you to ..."

Yes, it is that simple.  By clearly letting your team (or boss, spouse, friends, etc.) know what you are expecting, they are better equipped with the right information to meet your expectations.  Here is a specific example:

Self-Organizing and Self-Managing Teams
When teaching scrum to a team, I tell them that "Scrum teams are self-organizing and self-managing".  Now that the team has been told, don't expect them to start being self-organizing and self-managing.  Aside from the culture and personality changes that need to occur to make this happen, it is much more effective to additional tell the teams, or individuals on the team, what is expected of them.  I follow-up with this by telling teams and individuals, "I expect you to be self-organizing and self-managing."  This may seem repetitive, but it is very effective.

Here are a few more examples of expectations:

• I expect you to get to meetings on time, not 30 seconds late.
• I expect you to meet  your commitments.
• I expect you to help others with their tasks as though the tasks were yours.
• I expect you to be pro-active, don't wait to be told what to do all the time.

AT&T Uverse Installation: Failed

I was very disappointed yesterday by not being able to get AT&T Uverse.  After waiting about one year for the service to be available in my area, I found out that it is still not available in my area.

There is some sort of junction box on the street that is maintained by AT&T.  You have to live within 4,500 feet to get the service.  I live 6,700 feet, and can't get the service.  The signal is too weak for the service to work.

The technician showed up at 2:00, at the end of the two-hour window quoted.  He spent about an hour trying to get the signal, but was not able to.  He told me about the situation and opened a Help Ticket to see what could be done.  At around 6:15, he told me I cannot get the service because I live too far from the junction box.

Hopefully, AT&T will add a box closer to my house so I can get the service.

AT&T Uverse: Order Placed

I placed an order to get AT&T Uverse today. The phone call took 30 minutes and the customer service rep was very nice. I got the U200 plan with 3.0 Mbps Internet. It looks like a good deal. Here is the breakdown:

• U200 $59
• HD "Technology" fee $10
• 3.0 Mbps Internet $30
• Extra TV Receiver $5
• Monthly Total: $104
  

They are running a promotion so I get $14 off per month for the next 12 months, which brings my monthly total to $90. I am also eligible for the $200 cash-back. If I amortize this over 12 months, my monthly total drops $16.67 to $73.33.

I also was able to bundle my local and long distance service which was $41 before taxes, but is now $32.25.

I am currently a Time Warner customer, but will not be for very long if this all works out. After taxes and fees, I am paying $108 for Time Warner. Compared to the $73.33 for the next 12 months, it is worth trying.

Even after the 12-month promotion, the features, channels, and better equipment will be worth the extra few buck over Time Warner. I have been quite frustrated with the lack of HD selection with Time Warner.

Also, there is no contract, installation fees, set-up fees, or anything like that, or at least none that I agreed to. Not having a contract or equipment to buy is a big feature for me, which is why I haven't gone with DirecTv or DishNetwork, although I have heard good things about them.

Soft Skills: Anything Else vs. What Else

As a Scrum master, I make a conscious effort to allow the team to be creative and voice their ideas, however, sometime I need to control the pace in time-boxed activities. 

A common activity is asking the team to list items which I write on a whiteboard.  Sometimes teams can be a little distracted, tired, bored, or unsure of what should be on the list.  Sometimes teams are very engaged, passionate, and focussed.  In either case, there are two questions I ask, which I learned from Chris Sterling, which helps me control the pace.

"Anything else?"
I ask this question when we need to move on to another part of  the activity or conversation.  This is most commonly used, but is easy to say "no".  Here is an example exchange:

I am going to the market to get milk.  Do we need anything else?

No, that is it.  thanks.

"What else?"
I ask this question when I think there are more items to put in the list. It is easy to say "no" to "anything else", but when asking "what else", there is more of a compelling reason to give an answer. 

I am going to the market to get milk.  What else do we need?

Hmmm...we need eggs too.

With either approach, if there are or are not any items left for the list, the team has a way out, but one way is easier than the other.