Project management: setting boundaries and managing expectations
1
Think about these questions before reading. Share your ideas with a partner.
- Think about a time you worked on a project, either at work or in your studies. How did the original plan change over time, and what was the impact of those changes?
- Describe a situation where you had to manage someone's expectations, perhaps a client, a manager, or a teammate. What challenges did you face, and what strategies did you use?
- In your opinion, what are the most crucial elements to agree on with a team or client before starting a new project to ensure its success?
2
Handling Scope Creep
Listen to the dialogue. Notice how the vocabulary and grammar from the lesson are used.
3
Answer these questions in your own words. Support your answers with evidence from the article.
01What is the main problem Marco is facing with his client?
Sample answerHis client keeps requesting extra features that were not part of the original plan. This is frustrating because they had already agreed on the project and provided a cost estimate.
02What two idioms does Marco use to describe his situation?
Sample answerHe says they gave the client a 'ballpark figure' for the cost, and now it feels like the client continues to 'move the goalposts' by changing the requests.
03According to Emma, what past mistake might be the cause of Marco's current problem?
Sample answerEmma suggests that if they had defined the project's scope more rigidly at the beginning, he probably wouldn't be dealing with this issue now.
04What specific advice does Emma give Marco for how to professionally handle the client's requests?
Sample answerShe advises him to state that the request falls outside the agreed scope and explain that to incorporate it, they would need to revisit the project's budget and timeline.
4
Key vocabulary for managing projects
Vocabulary
These expressions will help you discuss project management and client expectations more effectively.
Examples
To be on the same page — to have a shared understanding or agreement about a situation or plan.
Usage note: This is a common idiom used in professional settings to confirm understanding. For example: 'Before we start, let's review the project goals to make sure we're all on the same page.'
A ballpark figure — a rough estimate or an approximate number, not an exact calculation.
Usage note: This is often used when discussing budgets or timelines in the early stages of a project. For example: 'I don't need the exact cost, just give me a ballpark figure.'
To move the goalposts — to unfairly change the conditions or rules of a situation while it is in progress.
Usage note: This idiom has a negative meaning and is used to describe when requirements change unexpectedly. For example: 'It's frustrating when the client keeps moving the goalposts after we've already agreed on the deliverables.'
To touch base (with someone) — to make brief contact with someone, usually to get an update or share information.
Usage note: This is a common business phrase for scheduling short, informal check-ins. It's less formal than 'to have a meeting'. Example: 'Let's touch base next Monday to discuss progress.'
Pushback (noun) — resistance, disagreement, or opposition to a plan or idea.
Usage note: In a business context, you can 'get', 'expect', or 'face' pushback from clients or team members. For example: 'If we reject the client's request for extra work, we should be prepared for some pushback.'
5
Project management phrases
Complete the sentences with the correct ending.
Match the beginning of each sentence on the left with its correct ending on the right.
Drag or click to match
Definitions
6
Grammar: mixed conditionals
Grammar
Mixed conditionals combine parts of different conditional types to talk about hypothetical situations. They are very useful in project management for discussing how past decisions or events affect the present or future reality of a project.
Examples
If we had defined the scope more clearly in the Statement of Work, we wouldn't be dealing with scope creep now.
This connects an unreal past condition (we didn't define the scope clearly) with its unreal present result (we are dealing with scope creep).
If the client had approved the budget last week, we would be starting the next phase tomorrow.
This connects an unreal past condition (the client didn't approve it) with its unreal future result (we won't be starting tomorrow).
If I wasn't so busy with this project, I would have attended the conference last month.
This connects an unreal present condition (but I am busy) with its unreal past result (but I didn't attend).
Key points
- Use 'if + past perfect' and 'would + infinitive' to link a past condition to a present result.
- Use 'if + past simple' and 'would have + past participle' to link a present condition to a past result.
- A common mistake is using 'would have' in the 'if' clause. Always use the past perfect (had + past participle).
7
Find the project management mistakes
Read the sentences below, which are all related to managing a project. Can you spot the single error in each one?
Each sentence contains one error. Find and correct it.
01If we would have a clearer Statement of Work, we could avoid these issues.
Corrected version
If we would have had a clearer Statement of Work, we could avoid these issues.
02The client gave us a lot of pushing back when we explained the budget overruns.
Corrected version
The client gave us a lot of pushing back pushback when we explained the budget overruns.
03Scope creeps is a common problem if you don't have clear upfront communication.
Corrected version
Scope creeps creep is a common problem if you don't have clear upfront communication.
04It's frustrating when a client tries to shift the goalposts after the project has started.
Corrected version
It's frustrating when a client tries to shift move the goalposts after the project has started.
05If the team meets all the deliverables, the client is happy.
Corrected version
If the team meets all the deliverables, the client is will be happy.
06Could you provide a stadium figure for the estimated costs?
Corrected version
Could you provide a stadium ballpark figure for the estimated costs?
07Before we start, let's make sure we are all in the same page about the objectives.
Corrected version
Before we start, let's make sure we are all in on the same page about the objectives.
8
Useful phrases: Handling out-of-scope requests
Vocabulary
As a project manager, you often need to say 'no' to a client's request for extra work. It's important to be firm to protect the project's budget and timeline, but also polite to maintain a good relationship. These phrases will help you manage these conversations professionally.
Examples
I understand where you're coming from with this request. — This shows you've listened and you value the client's idea.
Register: Neutral/Formal. Use this at the very beginning of your response to validate their suggestion before you explain the issue.
Based on our current Statement of Work, that falls outside the agreed scope. — This is a direct but professional way to state the problem.
Register: Formal. Use this to refer to the official project agreement. It makes the 'no' about the contract, not your personal decision.
To incorporate that, we would need to revisit the budget and timeline. — This explains the consequences of the request.
Register: Neutral/Formal. This isn't a hard 'no'. It puts the decision back on the client by showing them the cost in time and money.
What I can do is draw up a separate proposal for that as an add-on. — This offers a constructive solution.
Register: Neutral/Formal. Use this to show you are helpful and to turn the extra work into a new, paid opportunity.
I'm a bit concerned that this could lead to scope creep. — This is a softer, more collaborative way to raise the issue.
Register: Neutral. This works well if you have a good relationship with the client. It frames the problem as a shared challenge to overcome.
For now, shall we prioritise the existing deliverables to stay on track? — This helps to refocus the conversation.
Register: Neutral/Formal. A good phrase to close the discussion about the extra work and get back to the main project goals.
9
Managing client expectations
Read the passage about common challenges in project management.
Fill in each blank with the correct word or phrase from the word bank.
Word bank
To ensure a project runs smoothly, it's crucial that the client and the project manager are from the very beginning. While it's common to provide for the budget at the start, problems arise if the client later tries to by adding new requirements without adjusting the timeline or cost. If this happened, you would likely get some from the development team. To this kind of misunderstanding, it's a good idea to with the client regularly to confirm progress and manage expectations.
10
Words to take with you
Vocabulary
These expressions are not in the article but will help you discuss this topic more fluently.
Examples
To get the green light — to receive permission or approval to start something.
Use this common business idiom when you're talking about the beginning of a project. For example: 'We can't start development until we get the green light from the finance department.'
A bottleneck — a point in a process where the flow is restricted, causing delays for the entire project.
This is a great noun to describe a specific problem that is slowing everything down. For example: 'The legal review process has become a bottleneck; everything is waiting for their approval.'
To iron out the details — to resolve the final, small problems or points of a plan or agreement.
Use this phrase when you are in the final stages of planning before work begins. It suggests collaboration. For example: 'Let's have one more meeting to iron out the details of the contract before we sign it.'
Stakeholder — any person or group with a direct interest in a project's success, such as clients, investors, or team members.
This is a key term in business and project management. It's more formal and inclusive than just saying 'client' or 'boss'. For example: 'We need to manage the expectations of all key stakeholders.'
To sign off on (something) — to give formal approval to something, often by signing a document.
This phrasal verb is used when a stage of a project is complete and needs official acceptance before moving to the next. For example: 'The client needs to sign off on the designs before we can start building the website.'
11
Complete the sentences with words from the box. One word is extra.
Word bank
01Before we start coding, let's have a quick meeting to make sure we're all about the project requirements.
02I don't need the exact cost right now, just a so we can see if it's within our budget.
03It's frustrating when the client keeps changing their requirements; it feels like they every week.
04When we suggested extending the deadline, we expected some from the stakeholders, but they were surprisingly understanding.
05I'll be out of the office tomorrow, but let's on Friday morning to discuss progress.
12
Discuss these questions with a partner. Try to use vocabulary from the lesson.
- Some argue that a project's success depends on strictly adhering to the initial Statement of Work, while others believe flexibility, even if it means 'moving the goalposts', is key to a good long-term client relationship. Which viewpoint do you agree with more, and why?
- In your country's business culture, how common is it for clients to request changes that lead to 'scope creep'? How is 'pushback' from a project manager typically viewed – as professional and necessary, or as uncooperative?
- Imagine you were managing a project and realized the team was not 'on the same page' about the key deliverables. What steps would you take to get everyone aligned, and what problems might arise if you didn't address the issue immediately?