Develop a common vision55 min of study
Manage conflicts1 h 10 min of study
Lead the project team: leadership style, empowerment and roles1 h 15 min of study
Build and sustain a high-performing team1 h 5 min of study
Engage stakeholders1 h 10 min of study
Align stakeholder expectations55 min of study
Manage internal and external customer expectationsReading · 0%
Help ensure knowledge transfer45 min of study
Plan and manage communication1 h 5 min of study

This unit is ≈31% of the PMP, across 9 lessons. Full syllabus

Lesson 7 of 9 · Domain I: people (33%)

Manage internal and external customer expectations

3 quick checks≈3% of the testCore: Core: tested on most papers

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By the end you’ll be able to

Identify internal and external customer expectations, including acceptance criteria and service levels
Align and maintain outcomes to customer expectations through demos, reviews and frequent feedback loops
Monitor customer satisfaction (surveys, review feedback, net promoter score) and respond as needed

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Adaptive questions on manage internal and external customer expectations.

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Handle out-of-scope requests and gold plating by redirecting them through backlog refinement or change control

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