A summary of the key points in this section is provided below.
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Coaches that are completely 'present' at every coaching session more effectively notice and react to whatever the coachee brings to the session.
","_itemGraphicLayout":"right","_video":{"_transcript":{"button":"Open transcript"},"_shouldAutoPlay":false},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"body":"Posing clear and thought-provoking questions that move a coachee towards a deeper understanding, new perspective or solution is a skill that effective coaches practise. Once asked, an excellent coach waits for the coachee to think and formulate an answer. Silence is not there to be filled by a coach.
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","_itemGraphicLayout":"right","_video":{"_transcript":{"button":"Open transcript"},"_shouldAutoPlay":false},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"body":"In a coaching relationship, feedback must be given sensitively, objectively and with purpose. Asking before providing feedback allows the coachee to decide whether or not they are ready to hear it. Any feedback should be backed up with examples and, ideally, solutions.
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It does mean a coach could coach anyone, regardless of the coachee's background, education or role.
","itemIndex":0,"_id":"59ad6ca60f090be73644f872","title":"Don't try to be the expert you're not","_itemGraphicLayout":"right","_video":{"_transcript":{"button":"Open transcript"},"_shouldAutoPlay":false},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"title":"Raise awareness of potential failure","_id":"59ad6cbe0f090be73644f873","itemIndex":1,"body":"A coach is there to help coachees expand their perspectives and ideas to come up with solutions. If, in that process, a coachee decides to head in a direction that might mean they fail (or put themselves in danger!) then as a coach, you should use thought-provoking questions to help the coachee to think through the consequences of their plan.
Avoid knowingly allowing a coachee to fail. Be directive if you need to be.
","_itemGraphicLayout":"right","_video":{"_transcript":{"button":"Open transcript"},"_shouldAutoPlay":false},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"body":"Coaching is an effective tool in some situations, and in others, training, mentoring, or other therapies are more appropriate. Make sure you are clear about what the goal is, what your team member needs and the development or support options available.
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","_tags":{"_tagsList":[],"_isEnabled":false},"_stamps":{"_isEnabled":false},"_search":{"_searchTagIds":[]},"_reflection":{"_isEnabled":false},"_progress":{"_isEnabled":true},"_hint":{"_isEnabled":false},"_courseAttainment":{"_isEnabled":true},"_courseAssessment":{"_isEnabled":false},"_assignment":{"feedback":"","_isCorrect":false,"_isMarked":false,"_isEnabled":false},"_badges":{"_badgeIds":[]},"_points":{"_isEnabled":false},"_stars":{"_isEnabled":false},"_transcript":{"_shouldOpenTranscriptInPopup":false,"_shouldNotDisplayTitleInPopup":false,"button":"Transcript","body":"Anna Daptor: Hello again, listeners. Ravi's still on the line. He's keen to find out how he can coach super-experienced Emily so that she gets just as much from their sessions as his other coachee. So - I have a question for you, Ravi. What do you see your role as when you are coaching?
Ravi: My role - to help people achieve their goals. I should be asking questions, but if they don't have an answer I try to help them out. I might suggest two or three alternative options, and ask them to consider which one is best.
Anna Daptor: But that's tricky to do for Emily, because she is so experienced? Ok, let's talk more about your role. You're there to support a coachee in reaching a goal, true. Through the process though, you help them best when you guide their thinking through any challenges or blockers for themselves. In a coaching relationship, you aren't the expert on the coachee and their goal, they are. You don't need all the answers.
Ravi: Ok, that does help relieve some of the expectation I've put on myself.
Anna Daptor: If she seems stuck, your job is to help her think in a different way so she can find answers. Instead of offering options, could you try summarising the issue and follow it up with a probing, powerful question to prompt an alternative perspective?
Ravi: Yes, when I've reflected back a problem to a coachee before, they've often had a lightbulb moment. I can see how this plus a few challenging questions will really serve Emily better.
Anna Daptor: One more thing to ponder... often coaches are uncomfortable with the silence that comes with coachees going through the thinking process in their head so they just want to rescue them. Does that sound familiar?
Ravi: When I think about Emily, she does like to consider everything carefully... I'll give her more time and space before talking next time. Thanks for this tip!
Anna Daptor: Excellent, and you're welcome. Good luck with your future coaching sessions!
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and will be available for review later in Coaching 101.
","displayTitle":"","instruction":"Take a few minutes to reflect on your understanding and experience of coaching so far.You're not feeling confident in this skill yet, but remember that every conversation provides opportunities to practise asking questions. Try one or two techniques from this section and notice how it changes the conversation.
","_range":{"_max":3,"_min":0}},{"feedback":"It's good you already feel reasonably confident in this area. All conversations provide opportunities to practise further, so consider which aspects of your question technique you could develop. Use the tips in this section and notice if they improve the outcome of your conversations.
","_id":"59aea3b70f090be73644f897","itemIndex":1,"_range":{"_max":7,"_min":4}},{"feedback":"It's great that you're confident! Keep practising to really hone your skills. Consider which aspects of your question technique you could develop. Use the tips in this section and notice if they improve the outcome of your conversations.
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","_range":{"_max":3,"_min":0}},{"feedback":"Keep practising the techniques discussed to boost your confidence further. Focus on active listening in your next conversation. Does anything stop you from listening really well? If so, what can you work on for the next time?
","_id":"59aea3b70f090be73644f897","itemIndex":1,"_range":{"_max":7,"_min":4}},{"feedback":"You're already feeling confident - great! Keep practising to really hone your skills. Focus on active listening in your next conversation. Does anything stop you from listening really well? If so, what can you work on for the next time?
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Listen to the rest of the show to see how it compares with Anna Daptor's.
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","itemIndex":0,"_id":"59aea3ad0f090be73644f896","_range":{"_max":3,"_min":0}},{"itemIndex":1,"_id":"59aea3b70f090be73644f897","feedback":"This is a great start. Keep practising the techniques discussed to boost your confidence further. Try using the ideas above in a role play with a colleague. Ask them to comment specifically on how you offer feedback.
","_range":{"_max":7,"_min":4}},{"_id":"59aea3c10f090be73644f898","itemIndex":2,"feedback":"It's great that you're confident! Keep practising to really hone your skills. There's always room for improvement, so try using the ideas above in a role play with a colleague. Ask them to comment specifically on how you offer feedback.
","_range":{"_max":10,"_min":8}}],"_shouldDisplayFeedbackInline":false,"_shouldShowDisplayTitleInFeedback":true,"_hideFeedbackIcon":false,"_labels":{"_selected":"Selected","_max":"Highly confident","_min":"Not confident"},"_step":1,"_range":{"_max":10,"_min":0},"_interactionLabel":{"_complete":{"icon":"graph","label":"Indicate your current confidence level using the slider below."},"_incomplete":{"icon":"graph","label":"Indicate your current confidence level using the slider below."},"_location":"before widget"},"_isInteractionLabelEnabled":true,"title":"Confidence Slider 4","_isQuestionType":false,"_type":"component","_updatedAt":"2020-01-08T09:01:03.733Z","_updatedBy":"59a95b0c0f59f2cd39837af7"},{"_id":"5c801b9a94aab5403215cbab","_component":"text","_layout":"full","_courseId":"5c801b9794aab5403215cb0e","_parentId":"5c801b9a94aab5403215cbaa","__v":0,"body":"In the next and final section you'll find some useful resources to help you continue developing your coaching skills and practice.
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OSKAR (Outcome, Scale, Know-how, Affirm+Action, Review): This focuses on finding solutions to (mutual) goals. It also offers a systematic approach to measuring progress. In the scale section the coachee quantifies where they are now in relation to achieving the goal on a scale of 0-10. This scale is then used to gauge how far different solutions (know-how) will get them towards their goal. It's not necessary to cover all areas in each conversation, making this an ideal framework for short coaching conversations as well as longer, in-depth coaching relationships.
Note that your role as a coach is to guide the coachee through a process. However, conversations can be fluid; you should always respond to whatever a coachee brings to the conversation rather than rigidly following the steps.
","_itemGraphicWidth":"half","_itemGraphicLayout":"top","_graphic":{"srcAdvanced":{"small":{"_id":"569f9dbe2d28673b4fec0d1e","_extension":"jpeg","_type":"image"},"large":{"_type":"image","_extension":"jpeg","_id":"581c844c06a9171340f02e85"},"extraLarge":{"_type":"image","_extension":"jpeg","_id":"581c844c06a9171340f02e85"},"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cefd378745a2e2eda306b13"}}},{"body":"At the start of a coaching partnership, discuss mutual expectations and establish a set of ground rules for the relationship. It doesn't have to be written up formally, but you should review it together regularly so that your relationship develops effectively and you meet your coachee's needs.
Important aspects in a contract are:
Your role as coach is not to tell the coachee where their strengths and weaknesses are. But sometimes it can be useful to draw on resources or tools - such as questionnaires, self-assessment 'tests' or apps - that can help the coachee themself uncover insight about their character or behaviours. You can then use that insight to further your coaching conversations.
Before making a suggestion, ask yourself the following questions.
Leave your thoughts at the door
‘I’m really worried about the meeting this afternoon; the CEO is going to be there. I really need to be prepared. Just need to get this coaching session over with.’
If you’re thinking like this you’re not in the right frame of mind to coach.
Clear your mind and focus all your attention on the coaching conversation and what’s happening in the present. Once you’re done coaching you can get back to preparing for the meeting.
","_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cb09ed7e4d12172a7413e13","_extension":"png","_type":"image"}}},{"_id":"57822ea541b6a53e2f346866","itemIndex":1,"text":"Calm yourself
Nervous about the coaching session? Stressed about deadlines? Just breathe.
When trying to build rapport it’s important that you feel calm. The person you’re talking to won’t be able to relax if you are stressed or anxious.
Before you start the conversation take some deep breaths. Breathing from your stomach often helps.
","title":"","_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cb09eece4d12172a7413e17","_extension":"png","_type":"image"}}},{"itemIndex":2,"_id":"57822eaa41b6a53e2f346869","text":"Keep focused
What’s important to your coachee? Always have the thought, “How can I stay related to you?” in the back of your mind.
Try attuning to your coachee’s world by letting your natural curiosity guide your questions. You'll have a deeper understanding that will help you to respond effectively to their needs.
You'll need to stay 'in the moment' and be present with your coachee, so your questions are relevant as well as well intentioned.
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Is your coachee highly strung and talking fast? Or shy and talking in a hushed tone? What is their posture saying to you? Confident? Open? Nervous?
Take note of all of these things and respond in the appropriate way. For example, don’t talk fast and loudly to a shy and nervous person. If their body language is open, respond by displaying open body language yourself.
","title":"","_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cb09f0fe4d12172a7413e19","_extension":"png","_type":"image"}}},{"title":"","_id":"57822eaf41b6a53e2f34686a","itemIndex":4,"text":"Keep adjusting
Your first impressions may be a little off or, as the discussion goes on, your coachee may change their behaviour. Keep focused and adjust your body language and tone accordingly.
Maybe you will need to slow down a little, smile more or speak louder.
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Ready to begin?
","_id":"59afba870f090be73644f8b6","_editorColor":"#666666","_editorPosition":{"y":355,"x":15},"_options":[{"_itemId":"59afbb6d0f090be73644f8b8","_id":"5ab143bd4bab067452d61a5f","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Let's get going!"}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":0,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":true,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_gif":{"src":{"_id":"5ab26e524bab067452d61a64","_extension":"gif","_type":"image"}},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14a54745a2e2eda306e7e"}},"_mediaType":"image"},{"itemIndex":1,"body":"Lauren needs to be prepared for taking over the entire project in six weeks. Now in their third session, Andreas asks Lauren how things are going.
She's stressed. One of the contractors has missed an important deadline. Lauren is really nervous about telling the other contractors because it could affect work they've already done and create big delays for the remaining work.
Andreas asks Lauren how she can best prepare. Lauren comes up with an idea, but one that Andreas is not certain will work well based on his experience with the contractors in question.
","_id":"59afbb6d0f090be73644f8b8","instruction":"What should Andreas do?","_editorColor":"#666666","_editorPosition":{"y":348,"x":317},"_options":[{"_itemId":"5aea2cc4de72f26ef7fc801b","_id":"59afbb9d0f090be73644f8b9","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":10,"optionText":"Encourage Lauren to come up with some other tactics so she can weigh up all alternatives."},{"_itemId":"5aaba1501fc6266e6f05ca6e","_id":"59afbbad0f090be73644f8ba","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":5,"optionText":"Suggest to Lauren she might try an approach he often uses, as hers might not end well."},{"_id":"59afbbb80f090be73644f8bb","_itemId":"5aea2cbade72f26ef7fc801a","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Nod encouragingly as she has proposed a solution herself, and move on."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":5,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":true,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_gif":{"src":{"_type":"image","_extension":"gif","_id":"5ab270cf4bab067452d61a65"}},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14a61745a2e2eda306e7f"}},"_mediaType":"image"},{"_id":"5aaac21f1fc6266e6f05ca43","body":"After some discussion about the other solutions she came up with, Lauren realises she isn't going to get a positive or productive outcome from any of them. She seems a little unsure of what to do next.
","itemIndex":2,"instruction":"What should Andreas do here?","_editorColor":"#666666","_editorPosition":{"y":387,"x":1101},"_options":[{"_itemId":"5aaac2271fc6266e6f05ca44","_id":"5aaac25e1fc6266e6f05ca48","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":10,"optionText":"Offer a suggestion and prompt Lauren to think about what effect it would have on her conversations. "},{"_itemId":"5aaac2321fc6266e6f05ca46","_id":"5aaac2611fc6266e6f05ca4a","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":5,"optionText":"Sit and wait for Lauren to think of something else without interrupting."},{"_id":"5aaac2601fc6266e6f05ca49","_itemId":"5aaac22e1fc6266e6f05ca45","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Recommend she picks her best idea and run with it."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":20,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":true,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14aa1745a2e2eda306e83"}},"_mediaType":"image"},{"_id":"5aaac2271fc6266e6f05ca44","body":"Lauren is grateful for the recommendation. It gives her a good starting point.
There are times when the coachee just might not know the answer, or others where there is a right answer but they just don't know it. In these situations, you can step in and be directive.
","itemIndex":3,"instruction":"","_editorColor":"#2ECC71","_editorPosition":{"y":191,"x":1580},"_options":[{"_itemId":"5aaac3d11fc6266e6f05ca4b","_id":"5aababf81fc6266e6f05ca74","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Continue with the conversation."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":30,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14ab0745a2e2eda306e84"}},"_mediaType":"image"},{"instruction":"","_id":"5aaac22e1fc6266e6f05ca45","body":"Lauren says she isn't confident - there is a risk to the project and the business if these conversations don't go well.
There are times when the coachee just might not know the answer, or others where there is a right answer but they just don't know it. You can step in here and be directive.
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It's good practice to not interrupt and to hold the space while a coachee thinks through your questions. However, there are times when the coachee just might not know the answer, or others where there is a right answer but they just don't know it. You can step in here and be directive.
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","itemIndex":6,"_editorColor":"#666666","_editorPosition":{"y":272,"x":2046},"_options":[{"_id":"5aab8d811fc6266e6f05ca52","_itemId":"5aaac4161fc6266e6f05ca4e","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Say \"ok, great\" and move on to the software issues she's experienced."},{"_id":"5ca4c8f8e4d12172a7412295","_itemId":"5aaac40f1fc6266e6f05ca4c","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":10,"optionText":"Ask permission to share his observation with Lauren and follow up."},{"_id":"5ccc0840d42563090728d5b4","_itemId":"5ccc0850d42563090728d5b5","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":5,"optionText":"Ask \"Are you sure?\" based on the body language she's displaying."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":40,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":true,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14ad8745a2e2eda306e88"}},"_mediaType":"image"},{"itemIndex":7,"body":"Lauren is relieved that Andreas realised she isn't quite ready to move on yet. She admits that actually she is still worried about speaking to them because she really hates conflict.
Body language and tone of voice often signal how the coachee is feeling. Sometimes what people say conflicts with what they really think or feel.
By paying attention to facial expressions, gestures, repeated behavioural patterns and vocal intonation, will mean your follow up questions, feedback and observations better meet your coachee's needs.
It can take courage and practice to offer sensitive observations, but ignoring what you notice might mean that a coachee remains stuck or unable to perform. Asking permission before stating what you've noticed prepares the coachee for feedback, and strengthens the trust between you.
","_id":"5aaac40f1fc6266e6f05ca4c","instruction":"","_editorColor":"#2ECC71","_editorPosition":{"y":115,"x":2551},"_options":[{"_id":"5aabc5401fc6266e6f05ca89","_itemId":"5aab8f1a1fc6266e6f05ca55","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Continue with the conversation."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":50,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14af0745a2e2eda306e89"}},"_mediaType":"image"},{"itemIndex":8,"body":"Lauren smiles weakly and looks through her notebook to remind herself of the other things she needs to talk to Andreas about. She is distracted for the rest of the session though.
Body language and tone of voice often signal how the coachee is feeling. Sometimes what people say conflicts with what they really think or feel.
By paying attention to facial expressions, gestures, repeated behavioural patterns and vocal intonation, will mean your follow up questions, feedback and observations better meet your coachee's needs.
It can take courage and practice to offer sensitive observations, but ignoring what you notice might mean that a coachee remains stuck or unable to perform. Asking permission before stating what you've noticed prepares the coachee for feedback, and strengthens the trust between you.
","_id":"5aaac4161fc6266e6f05ca4e","instruction":"","_editorColor":"#E74C3C","_editorPosition":{"y":468,"x":2547},"_options":[{"_id":"5aabc74c1fc6266e6f05ca8c","_itemId":"5aab8f1a1fc6266e6f05ca55","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Continue with the conversation."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":50,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_gif":{"src":{"_type":"image","_extension":"gif","_id":"5ab270cf4bab067452d61a65"}},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cf14b05745a2e2eda306e8b","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"What should Andreas say now?","itemIndex":9,"body":"Andreas asks if Lauren has had a difficult conversation in the past. She did, with a colleague last year. He asks her to think about how she handled that, because she did it well. She talks him through what she did to make sure it wasn't a bad experience for either of them.
","_id":"5aab8f1a1fc6266e6f05ca55","_editorColor":"#666666","_editorPosition":{"y":276,"x":3236},"_options":[{"_id":"5aab8f421fc6266e6f05ca59","_itemId":"5aab8f201fc6266e6f05ca56","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":10,"optionText":"Repeat back what Lauren tells him and ask her what she can apply to this situation."},{"_itemId":"5aab8f231fc6266e6f05ca57","_id":"5aab8f431fc6266e6f05ca5a","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":5,"optionText":"Suggest that perhaps she just uses the same approach that worked last time."},{"_id":"5aab8f451fc6266e6f05ca5b","_itemId":"5aab8f281fc6266e6f05ca58","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Point out the minor errors in her approach, but say that she might draw from those experiences."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":60,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":true,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2afd745a2e2eda30762f","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"","_id":"5aab8f201fc6266e6f05ca56","body":"Hearing Andreas playing back the story makes Lauren realise that she did cope with a similar situation before. Andreas asks if there is anything that she would do differently. There was one improvement that she'd make to the way the conversation started, but otherwise it went well. She will need to adapt some of the things she did for the external contractors such as the meeting set up and agenda though.
Regularly summarising what the coachee has said (and using their own words to do so) can be a powerful way to heighten self-awareness. In this case, it has the effect of reminding Lauren of skills and knowledge she already has.
This discussion also included looking at where things could have been better, putting her in a stronger position for next time.
Making connections with, and building on existing skills and knowledge facilitates the learning and development process and in turn, boosts confidence.
","itemIndex":10,"_editorColor":"#2ECC71","_editorPosition":{"y":202,"x":4022},"_options":[{"_id":"5aabcbba1fc6266e6f05ca91","_itemId":"5aab90291fc6266e6f05ca5c","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Carry on with the session."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":70,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b19745a2e2eda307630","_extension":"png","_type":"image"}},"_mediaType":"image"},{"_id":"5aab8f231fc6266e6f05ca57","body":"Lauren nods quietly. It's not quite the same situation because these are external companies and there is a much bigger risk involved. Andreas seems like he just wants to move on.
It's a good idea to encourage the coachee to think of similar situations in the past for a different perspective on matters. However, it does need to be followed up so the coachee makes effective connections between the past and their future situation.
Regularly summarising what the coachee has said (and using their own words to do so) can be a powerful way to heighten self-awareness. This would remind Lauren of skills and knowledge she already has. It would also be helpful to ask whether Lauren would have done anything differently to improve the outcome.
Making connections with, and building on existing skills and knowledge facilitates the learning and development process and in turn, boosts confidence.
","itemIndex":11,"instruction":"","_editorColor":"#F1C40F","_editorPosition":{"y":379,"x":4016},"_options":[{"_itemId":"5aab90291fc6266e6f05ca5c","_id":"5aabd7c51fc6266e6f05ca95","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Carry on with the session."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":70,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b2e745a2e2eda307631","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"","_id":"5aab8f281fc6266e6f05ca58","body":"Lauren feels a bit deflated. She sort of knows what she needs to do. She'll figure it out after the session.
There are better ways of raising awareness of flaws in a plan than just blurting them out!
It's a good idea to encourage the coachee to think of similar situations in the past for a different perspective on matters. However, it does need to be followed up so the coachee makes effective connections between the past and their future situation.
Regularly summarising what the coachee has said (and using their own words to do so) can be a powerful way to heighten self-awareness. In this case, it has the effect of reminding Lauren of skills and knowledge she already has. It would also be helpful to ask whether Lauren would have done anything differently to improve the outcome.
Making connections with, and building on existing skills and knowledge facilitates the learning and development process and in turn, boosts confidence.
","itemIndex":12,"_editorColor":"#E74C3C","_editorPosition":{"y":525,"x":4015},"_options":[{"_id":"5aabd8dc1fc6266e6f05ca98","_itemId":"5aab90291fc6266e6f05ca5c","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Carry on with the session."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":70,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b3b745a2e2eda307633","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"What should Andreas suggest?","_id":"5aab90291fc6266e6f05ca5c","body":"Having thought about what she did in a previous situation, Lauren is confident in preparing for the call. It's just handling the possible repercussions if anything goes wrong that is her only remaining concern. With a bit of luck though, she says, it'll end on a positive note.
","itemIndex":13,"_editorColor":"#666666","_editorPosition":{"y":331,"x":4507},"_options":[{"_itemId":"5aab90fd1fc6266e6f05ca60","_id":"5aab90f91fc6266e6f05ca5d","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":10,"optionText":"Offer to coach her and perhaps use role play to practise."},{"_id":"5aab90fb1fc6266e6f05ca5e","_itemId":"5aab91041fc6266e6f05ca61","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":5,"optionText":"Take a note to talk about the call in the next session, and about confidence in general."},{"_itemId":"5aab91071fc6266e6f05ca62","_id":"5aab90fc1fc6266e6f05ca5f","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Consider putting Lauren on a difficult conversations training course."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":80,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":true,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_gif":{"src":{"_id":"5ab270cf4bab067452d61a65","_extension":"gif","_type":"image"}},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b48745a2e2eda307635","_extension":"png","_type":"image"}},"_mediaType":"image"},{"_id":"5aab90fd1fc6266e6f05ca60","body":"Lauren is keen to practise before she actually has a conversation, so says yes immediately. They agree on Lauren's next steps, schedule a date for the role play and finish the session there.
More coaching with a focus on role play is an ideal option here because it does give Lauren the practice she needs. She already has the skills, but has let her lack of confidence and nerves overshadow this fact.
Training is not necessary here; it's more useful for people who don't already have the skills or knowledge.
Lauren leaves the session feeling like she can give the conversations her best, but is still a bit nervous. She doesn't like that there is the potential for things to turn very ugly.
More coaching with a focus on role play would be an ideal option here because it would give Lauren the practice she needs. She already has the skills, but has let her lack of confidence and nerves overshadow this fact.
Training is not necessary here; it's more useful for people who don't already have the skills or knowledge.
","itemIndex":15,"_editorColor":"#F1C40F","_editorPosition":{"y":314,"x":4842},"_options":[{"_itemId":"5aabf23e1fc6266e6f05caa4","_id":"5aabf7f41fc6266e6f05caaf","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Let's reflect."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":80,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b64745a2e2eda307637","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"","_id":"5aab91071fc6266e6f05ca62","body":"Andreas and Lauren wrap up their session and agree to meet once Lauren has been on a day-long course. Unfortunately, Lauren doesn't learn much more in the training session. She still feels very nervous heading into her first conversation with the contractor...
More coaching with a focus on role play would be a better option here because it gives Lauren the practice she needs. She already has the skills, but has let her lack of confidence and nerves overshadow this fact.
Training is not necessary here; it's more useful for people who don't already have the skills or knowledge.
","itemIndex":16,"_editorColor":"#E74C3C","_editorPosition":{"y":471,"x":4842},"_options":[{"_itemId":"5aabf23e1fc6266e6f05caa4","_id":"5aabeee21fc6266e6f05caa1","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Let's reflect."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":90,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b6f745a2e2eda307638","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"","itemIndex":17,"body":"Secretly Lauren feels even less confident now. She is reluctant to try Andreas' approach. Andreas has been working with these contractors for years and has earned their respect. She doesn't have same relationship with them yet, so it's not quite the same for her.
Jumping in with your own solution before giving your coachee the chance to think further, or from a different angle is not helping them to develop. It also puts pressure on you to come up with answers, and what's more, your ideas might not work for the coachee.
As a coach you are aiming to facilitate the coachee's thinking process. Through Andreas prompting Lauren to think deeper about the problem, she has practised finding solutions and analysing them. With practice comes increasing confidence. This becomes a technique she can use again and again when she runs the project alone.
At the same time, you don't want to let them fail. If you know their proposed course of action is going to be a negative or damaging experience, encourage them to think through all possible consequences.
","_id":"5aaba1501fc6266e6f05ca6e","_editorColor":"#F1C40F","_editorPosition":{"y":400,"x":668},"_options":[{"_id":"5aaba3061fc6266e6f05ca6f","_itemId":"5aaac21f1fc6266e6f05ca43","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Continue with the session."}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":10,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cf14a7a745a2e2eda306e81"}},"_mediaType":"image"},{"itemIndex":18,"body":"Branching item text
","_id":"5aabf23e1fc6266e6f05caa4","_editorColor":"#9B59B6","_editorPosition":{"y":295,"x":5196},"_options":[{"_id":"5aabf25b1fc6266e6f05caa5","_itemId":"5aabf2ad1fc6266e6f05caa9","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":50,"_score":0,"optionText":"Option text"},{"_itemId":"5aabfcff1fc6266e6f05cab8","_id":"5aabfce81fc6266e6f05cab7","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":40,"_score":0,"optionText":"Option text"},{"_itemId":"5aabf2b31fc6266e6f05caaa","_id":"5aabf25c1fc6266e6f05caa6","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":20,"_score":0,"optionText":"Option text"},{"_itemId":"5aabf2b61fc6266e6f05caab","_id":"5aabf25e1fc6266e6f05caa7","_textColor":"transparent","_backgroundColor":"transparent","_shouldHideOption":false,"_automaticallySelectOnTimerEnd":false,"_scoreRequired":0,"_score":0,"optionText":"Option text"}],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":0,"_isScoreItem":true,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"bottom","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"itemIndex":19,"body":"Great job!
You did a great job guiding Andreas through his coaching session with Lauren. You helped Lauren to prepare for a difficult conversation by using open questions, active listening and feedback. Drawing on observations, you guided Andreas to react appropriately with either facilitation or direction to meet Lauren's needs throughout the conversation.
","_id":"5aabf2ad1fc6266e6f05caa9","_editorColor":"#2ECC71","_editorPosition":{"y":144,"x":6017},"_options":[],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":0,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_gif":{"src":{"_type":"image","_extension":"gif","_id":"5ab26e524bab067452d61a64"}},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b7a745a2e2eda307639","_extension":"png","_type":"image"}},"_mediaType":"image"},{"itemIndex":20,"body":"Room for improvement!
You made a reasonable attempt at guiding Andreas through his session with Lauren, but it seems that Lauren isn't as well prepared as she might be for her difficult conversations.
You might think carefully about when it is most appropriate to facilitate and when it's better to direct. Or how to best react to what you notice in a coachee's body language and speech. How can you create a positive shift in their thinking?
","_id":"5aabf2b31fc6266e6f05caaa","_editorColor":"#F1C40F","_editorPosition":{"y":352,"x":6006},"_options":[],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":0,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b8e745a2e2eda30763b","_extension":"png","_type":"image"}},"_mediaType":"image"},{"itemIndex":21,"body":"Hmm...not the best result!
Lauren isn't particularly well prepared for her difficult conversations with those contractors.
Remember that coaching is about facilitating development and improvement in a coachee. Sometimes this means you, as the coach, have to take a more directive approach so that you don't knowingly let the coachee fail. Using coaching techniques such as open questions, active listening and feedback would have helped Lauren to prepare herself and shift her perspective or her capabilities here.
","_id":"5aabf2b61fc6266e6f05caab","_editorColor":"#E74C3C","_editorPosition":{"y":466,"x":5993},"_options":[],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":0,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b9a745a2e2eda30763d","_extension":"png","_type":"image"}},"_mediaType":"image"},{"itemIndex":22,"body":"Good job!
You did a pretty good job of guiding Andreas through his session with Lauren.
You helped Lauren to prepare for a difficult conversation by using open questions, active listening and feedback. There were a few situations where you might have given Lauren the chance to be even better prepared, however.
","_id":"5aabfcff1fc6266e6f05cab8","_editorColor":"#1abc9c","_editorPosition":{"y":250,"x":6012},"_options":[],"linkButtonText":"Link Button Text","_linkType":"none","_progressMilestonePercentage":0,"_isScoreItem":false,"_isCorrectItem":false,"_isInitialItem":false,"_timerDuration":20,"_hasTimer":false,"_shouldRandomiseOptions":false,"_itemLayout":"top","_hideOptionsUntilMediaEnd":false,"_canAutoPlay":false,"_youtube":{"_isLightTheme":false,"_isAllowFullscreen":true,"_isAutoHideControls":true,"_isShowClosedCaptions":false,"_isHD":true,"_isKeyboardDisabled":false,"_isLoop":false,"_isShowRelated":false},"_video":{"_transcript":{"button":"Open transcript"}},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5cfa2b84745a2e2eda30763a","_extension":"png","_type":"image"}},"_mediaType":"image"},{"instruction":"","itemIndex":23,"body":"Lauren is buoyed by Andreas' approval of her approach. However, when she has a conversation with one of the clients, it doesn't go to plan. She is wholly unprepared for their response and it really harms her confidence.
Sometimes you might leave coachees to figure out the flaws in their thinking during your coaching conversations, but in general you don't want to let them fail. If you know their proposed course of action is going to be a negative or damaging experience, encourage them to think through all possible consequences first.
As a coach you are aiming to facilitate the coachee's thinking process. Through Andreas prompting Lauren to think deeper about the problem, she has practised finding solutions and analysing them. With practice comes increasing confidence. This becomes a technique she can use again and again when she runs the project alone.
Jumping in with your own solution before giving your coachee the chance to think further, or from a different angle is not helping them to develop. It also puts pressure on you to come up with answers, and what's more, these might not work for the coachee.
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As a coach you are aiming to facilitate the coachee's thinking process. Through Andreas prompting Lauren to think deeper about the problem, she has practised finding solutions and analysing them. With practice comes increasing confidence. This becomes a technique she can use again and again when she runs the project alone.
It's much better to ask questions rather than jump in with your own solution. Feeling like you want to 'rescue' a coachee puts pressure on you to come up with answers. What's more, these might not work for the coachee.
At the same time, you don't want to let them fail. If you know their proposed course of action is going to be a negative or damaging experience, encourage them to think through all possible consequences.
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Body language and tone of voice often signal how the coachee is feeling. Sometimes what people say conflicts with what they really think or feel so it can be helpful to explore this at the right moment.
By paying attention to facial expressions, gestures, repeated behavioural patterns and vocal intonation, will mean your follow up questions, feedback and observations better meet your coachee's needs.
It can take courage and practice to offer sensitive observations, but ignoring what you notice might mean that a coachee remains stuck or unable to perform. Asking permission before stating what you've noticed prepares the coachee for feedback, and strengthens the trust between you.
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Anna Daptor: Good afternoon listeners! This is Anna Daptor, here to help with your management quandaries. Today's topic is coaching, and it's a popular one. Lots of you out there are using it to guide your team members, but there are some questions on how to deal with coaching challenges. Let's hear from our first caller.
Ravi: Hi Anna, my name's Ravi. I started coaching a couple of people in my team a few months ago. One of the guys seems to get a lot from our sessions, but I'm finding it difficult to coach Emily.
Anna Daptor: Thanks for your call, Ravi. Every coachee will bring different challenges, so let's try and unpick this a bit more. Can you give us an example of what you struggle with?
Ravi: Emily is quite experienced - she certainly has a level of technical skill and knowledge of the business that I don't. Often I don't know what advice to offer.
Anna Daptor: Ok Ravi, I'm sure there are plenty of coaches out there who have coachees with different backgrounds or who don't work in the same field. If you are one of those coaches, please do share your advice for Ravi via our social media channels now and we'll be back in just a few minutes.
","button":"Transcript"},"_audio":{"ariaLabel":"This button will play an audio description of the video","_buttonText":"AD","_isEnabled":false},"_media":{"_isExternalLink":false,"mp4":{"_type":"video","_extension":"mp4","_id":"5cfea919745a2e2eda3079ee"},"_shouldAutoPlay":false,"_shouldHidePlayerControls":false,"_shouldHidePlayButton":false},"_setCompletionOn":"play","_interactionLabel":{"_complete":{"icon":"volume","label":"Select the play button to listen to the show."},"_incomplete":{"label":"Select the play button to listen to the show.","icon":"volume"},"_location":"before widget"},"_isInteractionLabelEnabled":true,"title":"Media Title","_isQuestionType":false,"_type":"component","_updatedAt":"2020-05-25T13:08:39.214Z","_updatedBy":"599fe39e0f59f2cd39837a48"},{"_id":"5c801b9894aab5403215cb33","_component":"text","_layout":"full","_courseId":"5c801b9794aab5403215cb0e","_parentId":"5c801b9894aab5403215cb32","__v":0,"_refId":"59ad6cf10f090be73644f877","body":"In the next section you'll take a look at some case studies to dig a little deeper into coaching.
","instruction":"","_classes":"","ariaLabel":"","_tags":{"_tagsList":[],"_isEnabled":false},"_stamps":{"_isEnabled":false},"_search":{"_searchTagIds":[]},"_reflection":{"_isEnabled":false},"_progress":{"_isEnabled":true},"_hint":{"_isEnabled":false},"_courseAttainment":{"_isEnabled":false},"_courseAssessment":{"_isEnabled":false},"_assignment":{"feedback":"","_isCorrect":false,"_isMarked":false,"_isEnabled":false},"_badges":{"_badgeIds":[]},"_points":{"_isEnabled":false},"_stars":{"_isEnabled":false},"_interactionLabel":{"_location":"after instruction","_incomplete":{"icon":"arrow-right-circle","label":"Select the arrow below to continue."},"_complete":{"icon":"arrow-right-circle","label":"Select the arrow below to continue."}},"_isInteractionLabelEnabled":true,"title":"Text Title","_isQuestionType":false,"_type":"component","_updatedAt":"2020-11-12T06:27:09.805Z","_updatedBy":"59a95b0c0f59f2cd39837af7"},{"_id":"5c801b9894aab5403215cb4f","_component":"accordion","_layout":"left","_courseId":"5c801b9794aab5403215cb0e","_parentId":"5c801b9894aab5403215cb4e","__v":0,"instruction":"","_refId":"59ae9bfa0f090be73644f890","_classes":"","ariaLabel":"","body":"A summary of the key points in this section is provided below.
","_tags":{"_tagsList":[],"_isEnabled":false},"_stamps":{"_isEnabled":false},"_search":{"_searchTagIds":[]},"_reflection":{"_isEnabled":false},"_progress":{"_isEnabled":true},"_hint":{"_isEnabled":false},"_courseAttainment":{"_isEnabled":false},"_courseAssessment":{"_isEnabled":false},"_assignment":{"feedback":"","_isCorrect":false,"_isMarked":false,"_isEnabled":false},"_badges":{"_badgeIds":[]},"_points":{"_isEnabled":false},"_stars":{"_isEnabled":false},"_items":[{"body":"Coaching conversations are purposeful, goal-orientated and solution-focused between a coach and a willing coachee. Both parties contract at the start of the relationship for a certain number of sessions or length of time.
","itemIndex":0,"_id":"59ad6ca60f090be73644f872","title":"Coaching is a series of solution-focused conversations ","_itemGraphicLayout":"right","_videoStream":{"_options":{"_wistiaOptions":{"endVideoBehavior":"default","volumeControl":true,"smallPlayButton":true,"settingsControl":true,"qualityControl":true,"playerColor":"#5fbbff","playButton":true,"playbar":true,"playbackRateControl":true,"fullscreenButton":true,"controlsVisibleOnLoad":true,"autoPlay":false},"_shouldUseWistiaOptions":false,"_isLightTheme":false,"_isAllowFullscreen":true,"_isShowClosedCaptions":false,"_isHD":true,"_modestBranding":false,"_isKeyboardDisabled":false,"_isLoop":false,"_isAutoPlay":false},"_service":"youtube"},"_video":{"_transcript":{"button":"Open transcript"},"_shouldAutoPlay":false},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"title":"Effective coaching means asking thought-provoking questions","_id":"59ad6cbe0f090be73644f873","itemIndex":1,"body":"A coach doesn't provide answers to a coachee's problems; they ask questions that help the coachee arrive at their own conclusions and solutions.
Remember that coaching is used to unlock potential in a coachee, to uncover the thoughts, knowledge and ideas that the coachee has already. It's not to advise, meddle or interrupt at any stage.
We'll look at how to ask powerful questions in the Skills section of this module.
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Watch the animation below for more about what coaching is and why it matters.","_classes":"","ariaLabel":"","_tags":{"_tagsList":[],"_isEnabled":false},"_stamps":{"_isEnabled":false},"_search":{"_searchTagIds":[]},"_reflection":{"_isEnabled":false},"_progress":{"_isEnabled":true},"_hint":{"_isEnabled":false},"_courseAttainment":{"_isEnabled":true},"_courseAssessment":{"_isEnabled":false},"_assignment":{"feedback":"","_isCorrect":false,"_isMarked":false,"_isEnabled":false},"_badges":{"_badgeIds":[]},"_points":{"_isEnabled":false},"_stars":{"_isEnabled":false},"_transcript":{"_shouldOpenTranscriptInPopup":false,"_shouldNotDisplayTitleInPopup":false,"body":"As a coach, you help others to raise their game,
Improve their skills, change their mindset, or even retrain.
Done well, you’ll boost performance and inspire insight
Readying a coachee for a future that's bright.
Training or mentoring, coaching is not,
Instead it's a dialogue, questions, and talking a lot.
In this gig, you’re not the expert or teacher
Your coachee has the answers so your opinions shouldn’t feature.
To be a good coach there are models to use;
But start with building rapport whichever you choose.
Work with the coachee on the goals they should set.
Ask, listen, feed back and help them reflect.
To be a coach is a rewarding role
By empowering others, you’ll put them in control
But being a coach will pay dividends for you too
Why not get started, no doubt you’ll discover that’s true.
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Having a deeper understanding of your team members means you can coach and support them better, rather than simply directing them towards the approach you want them to take.
Being an effective coach might lead to new job opportunities such as managing a bigger team, but it's not guaranteed.
","notFinal":"That's not quite right; reset and have another go.
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","final":"Almost! In establishing a coaching culture, you'll find yourself having more purposeful conversations with your team members. This has mutual benefit to all. The whole team will be continually taking steps towards meaningful goals, raising their performance and taking responsibility for it.
Having a deeper understanding of your team members means you can coach and support them better, rather than simply directing them towards the approach you want them to take.
Being an effective coach might lead to new job opportunities such as managing a bigger team, but it's not guaranteed.
"},"_correctGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"_position":"right"},"_incorrectFinalGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"_position":"right"},"_incorrectNotFinalGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"_position":"right"},"_partlyCorrectFinalGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"_position":"right"},"_partlyCorrectNotFinalGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false},"_position":"right"},"correct":"Yes, that's right. In establishing a coaching culture, you'll find yourself having more purposeful conversations with your team members. This has mutual benefit to all. The whole team will be continually taking steps towards meaningful goals, raising their performance and taking responsibility for it.
Having a deeper understanding of your team members means you can coach and support them better, rather than simply directing them towards the approach you want them to take.
Being an effective coach might lead to new job opportunities such as managing a bigger team, but it's not guaranteed.
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","itemIndex":0,"_id":"59ad6ca60f090be73644f872","title":"A definition of coaching","_itemGraphicLayout":"right","_videoStream":{"_options":{"_wistiaOptions":{"endVideoBehavior":"default","volumeControl":true,"smallPlayButton":true,"settingsControl":true,"qualityControl":true,"playerColor":"#5fbbff","playButton":true,"playbar":true,"playbackRateControl":true,"fullscreenButton":true,"controlsVisibleOnLoad":true,"autoPlay":false},"_shouldUseWistiaOptions":false,"_isLightTheme":false,"_isAllowFullscreen":true,"_isShowClosedCaptions":false,"_isHD":true,"_modestBranding":false,"_isKeyboardDisabled":false,"_isLoop":false,"_isAutoPlay":false},"_service":"youtube"},"_video":{"_transcript":{"button":"Open transcript"},"_shouldAutoPlay":false},"_graphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_mediaType":"image"},{"title":"What coaching is not","_id":"59ad6cbe0f090be73644f873","itemIndex":1,"body":"Coaching is not training, mentoring or managing, all of which are, broadly, more directive forms of development. During a coaching conversation, a coach does not advise, instruct or dictate the coachee's next steps. Instead, a coach comes from the perspective that an answer lies within the coachee, and it's the coach's job to help the coachee unearth it.
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The coach's role is to prompt the coachee to reflect on progress so far and to plan their next steps. To do so, they might need to use open questions to raise the coachee's awareness, challenge their thinking or open new perspectives.
The success of coaching relies on the coachee feeling comfortable discussing their thoughts and beliefs. A coach must continually build rapport and maintain a sense of trust between them.
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Coachees are more self-aware and have the confidence and empowerment to find solutions to challenges or blockers.
Coaching rewards coaches with increased self-awareness, a strong growth mindset and plenty of learning opportunities.
Teams and organisations who take a coaching approach benefit from people who have meaningful, outcomes-focused conversations and take accountability for improving their performance.
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","final":"That's not right. Being a coach doesn't offer a chance to train team members, but it does provide dedicated time for meaningful conversations.
In coaching, you'll hear ideas, opinions and suggestions that you can learn from. With this growth mindset you'll see more development opportunities, which in turn might improve your own performance.
Being an effective coach asks that you are very self-aware in what you say and how you behave during coaching conversations. The focus must be on the coachee - you are very much the facilitator in the background.
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Being an effective coach asks that you are very self-aware in what you say and how you behave during coaching conversations. The focus must be on the coachee - you are very much the facilitator in the background.
","notFinal":"That's only partly right; reset and have another go.
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In coaching, you'll hear ideas, opinions and suggestions that you can learn from. With this growth mindset you'll see more development opportunities, which in turn might improve your own performance.
Being an effective coach asks that you are very self-aware in what you say and how you behave during coaching conversations. The focus must be on the coachee - you are very much the facilitator in the background.
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For the coachee, coaching can be exhilarating, time-consuming and challenging all at once. The entire process demands concentration and commitment to action. Neave is an ideal coachee because she has an aim and a mindset that will support her through the process.
Because the coachee has to 'buy in' to the process, someone who doesn't want to be coached won't make progress.
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Coaching is a conversation, not a training session. A coach doesn't say a great deal during sessions - the majority of talking should come from the coachee. A coach introduces the purpose of a session and keeps the conversation on track using open questions and summarising statements.
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Coaches never offer instruction or direct advice, even if a coachee asks for it. Coaches fully believe in their coachee's ability to find a solution.
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Coaching is not a one-off conversation like training can be. Nor is it indefinite like mentoring. It is solution-focused; the goal should be challenging, but achievable within a specific time-frame.
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establishing what the goal is, what is going to be different and by when?
Coach: What would you like to achieve through coaching, Rob?
Rob: Basically, I'd like to feel more in control of my work and my head. I don't like to do a bad job, but my home life is suffering.
Coach: Ok, so you want to be able to manage your workload better. How will you know you've achieved this?
Rob: Hmm. I guess one way of measuring this is the time I leave every day and how I feel when I do leave. Could I say that in three months time, I'll be leaving work by 5pm at least four days a week, confident that important client work is in hand?
Coach: What will achieving this goal mean to you?
Rob: It'll mean I'm able to leave work at work, and have a better work life balance.
Coach: Great. That's a goal we can work towards, and assess your progress on too.
Narrator: With the goal set, Rob's coach can now help Rob reflect on what is happening now with his workload. This is the Reality stage of the GROW model.
Coach: Can you talk me through a typical day. What happens between you arriving at work and leaving?
Rob: Well, I normally have 15 or so emails to deal with every morning. It usually takes an hour or so to get through those. It's not unusual for me to have two or three hours of meetings scattered through the day. In between these, I have to try to fit in client work and a bunch of internal projects. Internal projects seem to chew up so much time that client work has to be done in the evenings.
Coach: What else might be playing into the problem?
Rob: I am still relatively new to the business, so I'm also having to ask a lot of questions.
Coach: At this point then, how far from your goal are you?
Rob: I'd say it's going to be a challenge. I've no idea how I can manage it.
Narrator: Now it's time for Rob to identify specific obstacles and opportunities he might have to overcome them.
Coach: What is your biggest block to reaching your goal?
Rob: It's the meetings and internal projects. They are the biggest distraction from client work. Clearly, clients are most important here, so I should be spending more time on this work than on other stuff.
Coach: So what stops you from doing that?
Rob: Umm. [Silence] I'm not sure really.
Coach: [Waits]
Rob: I guess it's partly having the confidence to say no or negotiate around new internal meetings and projects, partly getting up to speed with the business and partly prioritising my tasks so I don't leave the important things to the last moment.
Narrator: Rob and his coach drill down further into each of these obstacles. It takes some time to unpick. However, they get to a point where Rob has come up with options and can clearly see a way forward. This is the last stage of the session.
Coach: So Rob, you've decided that you'd like to work on your ability to prioritise your daily work tasks. What's stopping you is clarity from the business on the level of importance of these internal projects and then being able to push back. What next steps might you take?
Rob: I need to first speak to my manager. Once I have that information, perhaps I can then design some kind of prioritisation method and start each day by using that.
Coach: And what will you see or experience if you do this?
Rob: Hopefully I can make some efficient decisions about what to work on and when during the day. All those unnecessary or additional tasks I do now can come off the list and I'll be free to get down to business.
Coach: And when will you speak to your manager and start using this approach?
Rob: Tomorrow. I want to get started as soon as possible.
Narrator: The coach rounds off the session by checking how Rob feels and how committed he is.
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It’s really important that you fully understand what the coachee is saying to you. The only way you can do this is by focusing on what they are saying. Don’t get distracted - in fact, it would be best to find a quiet area where you won’t be interrupted at all.
If you are unsure of what they mean or if there are multiple interpretations, ask for clarification. This might help sharpen their thinking too.
","_id":"57822ea741b6a53e2f346867","itemIndex":0,"title":"","_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cb09f42e4d12172a7413e1e"}}},{"title":"","text":"Clear your mind
You can’t listen effectively if you have a lot of thoughts in your head. Forget about your own workload and tasks. Devote your attention to what the coachee is saying.
","_id":"57822eaa41b6a53e2f346869","itemIndex":1,"_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cb09f4ee4d12172a7413e1f"}}},{"title":"","text":"Listen from nothing
To understand what the coachee wants, you have to hear what they are saying, not what you think they are saying.
Remove preconceived ideas about the coachee and focus on what they are saying at that moment.
","itemIndex":2,"_id":"57822ea541b6a53e2f346866","_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_type":"image","_extension":"png","_id":"5cb09f59e4d12172a7413e20"}}},{"text":"Confirm and summarise
Rephrase or restate things that have been said to you. Something like, “What I’m hearing is that you’d really like to have more responsibility in your role.” It helps to clarify both what you heard and the message the coachee was trying to communicate to you. It also draws a line under one subject, allowing the conversation to move on to another.
","itemIndex":3,"_id":"57822eaf41b6a53e2f34686a","title":"","_shouldSetCompletion":false,"_revealGraphicLayout":"top","_revealGraphic":{"srcAdvanced":{"_setImagePerDeviceSize":false}},"_graphic":{"caption":"","srcAdvanced":{"_setImagePerDeviceSize":false},"src":{"_id":"5d0222bf1f25916ae7cce087","_extension":"png","_type":"image"}}},{"itemIndex":4,"_id":"5c9dfe07e4d12172a7411977","text":"Body language
Pay attention to the coachee’s body language. Does their body language match or contradict what they are saying?
How are they sitting? If you subtly mimic or mirror this posture it shows you’re receiving what they’re saying to you.
The resources available to you are:
Each resource can be downloaded as a customisable Word document or as a PDF.
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Use the action plan template below to record the activities you're going to undertake.
Good luck with the rest of your coaching journey!
That's not quite right; reset and have another go.
","final":"That's not quite right. Through coaching, you guide, empower and have confidence in coachees to discover their own solutions. In the process, they develop a stronger sense of self-awareness, reflection and continual improvement.
Coaching goals are not always related to promotion, nor will it necessarily mean coachees need less support in the future.
"},"_partlyCorrect":{"_shouldUseGlobalPartlyCorrectFeedback":false,"final":"Almost! Through coaching, you guide, empower and have confidence in coachees to discover their own solutions. In the process, they develop a stronger sense of self-awareness, reflection and continual improvement.
Coaching goals are not always related to promotion, nor will it necessarily mean coachees need less support in the future.
","notFinal":"That's only partly right; reset and have another go.
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Coaching goals are not always related to promotion, nor will it necessarily mean coachees need less support in the future.
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Here are the things we think make this session between Rob and his coach a great example.
Don't worry that you don't feel confident in this area yet - this will improve with practice. Try using the techniques shown above when you next meet someone new.
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Throughout a coaching session, feedback in the form of summaries of what the coachee has said can work to clarify your mutual understanding, and help the coachee to reflect and consider what they've said so far.
To summarise well, you need to listen, take notes and ideally, use the words that the coachee has used. Hearing their own words repeated back, particularly emotive words, can be extremely helpful for the coachee in their processing and/or reassessment of their situation.
"I'd like to give you some feedback. Would you like to hear it now?"
Asking the coachee if it's ok to offer an observation or feedback is another way of building rapport.
It gives them an opportunity to say no if they aren't ready for it. If they say no, then take a note of your feedback and ask again at a different time.
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This is quite an advanced skill, but noticing patterns in a coachee's behaviour can reveal something that even the coachee might be unaware of. Underlying concerns or challenges can be blockers to what the coachee is working towards.
You might notice changes or repetitions in body language or gestures, tone of voice, and even the coachee's language.
Remember that you could be broaching sensitive issues, so take care to ask permission before giving this type of feedback first.
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This probably wouldn't be received too well. Instead of focusing on the person, try to focus on the behaviour or situation. Maybe try "This project would benefit from a bit of flexibility" instead. Or even better, ask what approach the project would benefit from.
Giving feedback isn't the same as going to court, but you should still stick to the facts. You should always be able to refer to actual situations to back up your feedback. Remember coaching isn't about judging, it's about offering or prompting insights.
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Try to relax and prepare what you are going to say in advance if you do need to give negative feedback. Build rapport with the coachee, rather than coming straight out with a criticism. Emphasise that it's been offered with the intention of trying to help.
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