Set expectations and performance standards

This standard is about setting and managing clear expectations, goals and accountabilities that enable individuals and teams to perform effectively. You assess organisational strategy, priorities and work requirements and translate them into clear, measurable expectations and goals. You involve colleagues where appropriate, define standards and accountabilities and communicate expectations in ways that support understanding, inclusion and shared ownership. You monitor progress, address barriers to performance, provide feedback and adjust expectations when circumstances change to maintain alignment with organisational priorities. You evaluate the effectiveness of your approach to support continuous improvement. 

This standard applies to managers and leaders at all levels across all sectors.

1. Assess organisational strategy, priorities and work requirements to determine clear expectations and goals that support organisational outcomes.
2. Define standards and behaviours required to support organisational values and objectives to guide consistent performance.
3. Identify who needs to be involved in setting expectations, goals and accountabilities to support informed and inclusive decision-making.
4. Involve colleagues in shaping expectations and goals, where appropriate, to support ownership, engagement and commitment.
5. Set clear, measurable expectations and goals, including timescales, milestones and success measures, to support effective performance.
6. Align expectations and goals with organisational values, strategy, priorities, policies and procedures to support consistency and compliance.
7. Define and communicate individual and collective accountabilities to support clarity and shared understanding.
8. Communicate expectations and goals clearly, explaining why they matter and how success will be measured to support motivation and alignment.
9. Identify and address barriers that may affect colleagues’ ability to meet expectations to support effective performance.
10. Provide information, guidance and resources to support colleagues to meet expectations and deliver required outcomes.
11. Monitor progress against expectations and goals to identify achievements, risks and issues that require action.
12. Provide timely, constructive feedback to support performance, development and continuous improvement.
13. Address situations where expectations and standards are not met in a fair, consistent and proportionate way, in line with organisational policies, procedures and relevant professional standards, to maintain accountability.
14. Review and adjust expectations and goals when circumstances change to maintain alignment with organisational priorities.
15. Evaluate the effectiveness of how expectations, goals and accountabilities are set to identify opportunities to strengthen your approach.

1. The purpose of setting clear expectations, goals and accountabilities and how they support performance and organisational priorities.
2. How organisational strategy, values and priorities influence expectations and goal-setting.
3. Factors that influence who should be involved in setting expectations and goals.
4. Principles of inclusive communication and involvement when shaping expectations and goals.
5. How to set measurable goals, including timescales, milestones and success measures.
6. How to align expectations and goals with organisational values, strategy, policies and procedures.
7. Factors that create barriers to meeting expectations and how to reduce or remove them.
8. How to provide information, guidance and resources that support colleagues to meet expectations.
9. Methods for monitoring progress, identifying risks and recognising achievement.
10. Principles of constructive feedback that support performance and development.
11. Organisational and professional standards relevant to addressing unmet expectations.
12. How to adjust expectations and goals when circumstances change.
13. Principles of fair, consistent and proportionate practice when addressing unmet expectations.
14. How to evaluate the effectiveness of your approach to setting expectations, goals and accountabilities.
15. Relevant theories and models that inform goal-setting, motivation, performance management and accountability.

The following values underpin this standard. They are integrated throughout the performance criteria and knowledge and understanding requirements and inform how individuals approach their work, make decisions and interact with others.

• Clarity - ensuring expectations and goals are understood and unambiguous.
• Integrity - setting expectations that are fair, transparent and aligned with organisational values.
• Inclusion - involving colleagues in shaping goals and considering diverse needs.
• Respect - recognising individual strengths, circumstances and contributions.
• Responsibility - taking ownership of the expectations you set and their impact.
• Openness - communicating honestly and responding to feedback.

The following behaviours underpin this standard. They are integrated throughout the performance criteria and knowledge and understanding requirements and inform how individuals approach their work, make decisions and interact with others.

• Act with clarity, ensuring expectations and goals are understood.
• Act with fairness, applying standards consistently.
• Be inclusive, involving colleagues appropriately.
• Take accountability for the quality and impact of your approach.
• Act with respect, supporting colleagues to meet expectations.
• Practise self-care, maintaining habits that support balanced and effective leadership.