I am learning about communication and visitor behavior as a volunteer at Rocky Mountain National Park. Managing expectations is a key idea.
Expectations are assumptions about something in the future. They are usually positive and based on prior experiences and present desires. Expectations, however, may not be reality grounded. Managing expectations is the practice of communicating information to prevent gaps between people’s perceptions and situational realities.
A fine line exists between encouraging people to visit the park and advising them about what they need to know as they anticipate the visit. Naomi Karten described the challenge as managing people who want more, better, faster, easier, and NOW. Those expectations may not be possible. Under promising and over delivering may be a good strategy.
People set both intentional and unintentional expectations. Everything we do, everything we say, everything we don’t do, everything we don’t say connotes expectations about upcoming events. For these reasons, expectations require managing to ensure that individuals hold realistic and intentional hopes.
Expectations clearly go two ways in any relationship. For example, park rangers and volunteers expect people to read signs and obey the rules. Visitors expect that they will be able to enjoy the park freely without impediments. Mismatched expectations can create disappointment. Honest messages about being PATIENT are necessary.
I have been thinking about the expectations I have in my personal life. I realize that I am happier if I keep my expectations lower. I am also discovering that my life is less frustrating if I don’t expect perfection from myself or others. I want to set the bar high for my behavior as well as from others, but I also aspire to be patient and forgiving when things do not go as hoped.
Planning for the worst outcome and yet hoping for the best helps me level my expectations. If I don’t expect certain things to happen, I am more likely to be surprised than disappointed. Managing my own expectations is an ongoing challenge. I hope my work in the park also helps others recognize that better, faster, and easier positive recreation experiences require patience.