Vernon Williams brought to his book his work experience including two decades as a manager and over 10 years as a consultant to frontline managers. In Performance Expectations, readers will discover the 20 most common causes of performance failures along with results-producing tips that are guaranteed to help readers eliminate them. Susan's interview with Vernon Williams took place on December 11, 2008. In this interview, Susan and Vernon discuss issues of accountability, SMARTER goals, job-fit issues, guidelines for giving effective feedback, workplace barriers, tapping into employee commitment, worker expectations, and understanding the subtleties of duty performance. The industry is increasingly becoming aware of the importance of work expectations in the employment relationship.