According to Gretchen Rubin, expectations come from two sources.There are external expectations (what others are asking you to do) and internal expectations (what you’re asking yourself to do).Individuals tend to respond to expectations in one of the following ways:1. Some tend to readily meet both outer expectations and inner expectations without much drama (…just tell me what needs to done, and I’ll do it.).2. Some tend to question outer expectations, but readily meet inner expectations (I’ll comply, if you convince me why).3. Some tend to readily meet outer expectations but have trouble meeting inner expectations (…you can count on me, and I’m counting on you to count on me).4. Some tend to resist outer expectations and also resist inner expectations(…you can’t make me, and neither can I).From an expectation perspective, Rubin would suggest that each of your agents is going to primarily fall into one of these four categories.While this may be an oversimplification of how individuals view their work, it is a viewpoint worth considering.How an agent responds to expectations will have a significant effect on issues such as training, coaching, and accountability.Because setting and meeting expectations are so critical to business success, it’s helpful to have a framework for understanding yourself, those on your team, and your recruiting prospects.