Managing up

"Because A, that's how you get funding; B,that's how you find what is important; and C, that's how you avoid overpromising and underperforming, which can be the death knell of anything. The payback is that you get higher support from the top and create better value for customers down the value stream. And, you have an IT department that's well positioned to contribute to the organization."

Naomi Karten

Naomi Karten is a Randolph, Mass.-based consultant, a speaker, and the author of Managing Expectations.

"When any two parties ... have mismatched or incompatible expectations, the result is stress, frustration, and conflict. More seriously, the result is often ... failed undertakings, cost overruns, and a drain on resources. By learning to identify ... executive expectations, CTOs can improve the quality, impact, and effectiveness of their services."

Dave Opton

Dave Opton is CEO and founder of ExecuNet, an Internet-based center for executive career management, based in Norwalk, Conn.

"For all sorts of reasons, but primarily because, since time began, the world operates on 'perception.' There is an old saying: 'Perceptions are real to those who hold them.' The point being, if you manage a person's expectations properly, you will build three critical elements to both life and business success: trust, credibility, and reliability. Bosses don't like to be embarrassed, and they don't like surprises. Properly managed expectations shield them from both."