Customer OrientationPost-Program Manager Survey Customer Orientation - Post Program Manager Survey 1) Understanding the customer’s underlying (sometimes unsaid) needs and emotions and not merely focussing on their words* Very Poor Poor Average Good Very Good NA 2) Asking clarification questions tactfully (without being brash or offensive)* Very Poor Poor Average Good Very Good NA 3) Tempering impractical expectations from stakeholders* Very Poor Poor Average Good Very Good NA 4) Communicating to ensure buy-in (rather than to merely tell)* Very Poor Poor Average Good Very Good NA 5) Being specific about deliverables and timelines when responding to customer queries* Very Poor Poor Average Good Very Good NA 6) A “can-do” attitude when it comes to finding solutions to a stakeholder’s needs or requests (unless these are absolutely impractical)* Very Poor Poor Average Good Very Good NA 7) Arriving at the best possible negotiated agreement (win-win agreements) when the other party’s points/ ideas differ from their own* Very Poor Poor Average Good Very Good NA 8) Denying a request when a denial is prudent* Very Poor Poor Average Good Very Good NA 9) Proactiveness in keeping stakeholders informed about delays or other bad news* Very Poor Poor Average Good Very Good NA 10) Handling objections raised by the stakeholder* Very Poor Poor Average Good Very Good NA 11) Handling irate stakeholders* Very Poor Poor Average Good Very Good NA 12) Communicating, using jargon-free, easy-to-comprehend language* Very Poor Poor Average Good Very Good NA 13) If I had to choose to label this individual, I would label them:* Passive Assertive Aggressive 14) Any specific inputs that you would want to provide this individual* Δ