... and communication techniques to establish and man-age realistic expectations, the roots of project success; • remain calm and energetic while being active and effective in the face of chaos, ... seek to be excellent. Chapter 8. To Perfect the Outcome, Perfect the Process 132Analysis of past performance using a systems perspective: blaming vs. critical analysis, people and process, cause ... fear, resistance to change, unrealistic demands, conflict, and the other aspects of project life that cause stress;• take a systems or holistic perspective to see where projects and the people...