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Telephone Coaching: Be honest to yourself and your client

What do you need to do and know about telephone coaching?

Contrary to The United States, telephone coaching is a rather new phenomenon in Europe. Most coaches still conduct only face-to-face sessions.

During mentor coaching and other coach services I offer I have encountered that most coaches do not really know how to prepare themselves or their clients for phone coaching. This article is based on training material I prepared for my clients.

What is coaching?

The International Coach  Federation (ICF) defines coaching as: a partnering with clients in a thought-provoking and creative process that inspires them to maximize their personal and professional potential.

As a PCC certified coach my approach to coaching is based on the International Coach Federation (ICF) guidelines. My work with my clients is to support them in developing their leadership potential, starting from where they are now to where they want to be.

Why and when Telephone coaching?

Telephone coaching are coaching sessions carried out by phone. Usually involves the coach and one client, but I have carried out team phone coaching (this does not have my preference as you loose a lot of interaction and information).

Telephone coaching is a practical and cost effective way of coaching. It also allows the coach to build a coaching practice across borders, offering  more coaching slots thruout the day and be more pro-client.

Problems:

Lack of time – fully booked agendas

Not knowing your clients’ way of learning (auditive, kinesthetic or visual)

Missing the face-to-face interaction – not being able to look in your client’s eyes

Interruptions by third parties or surroundings

Benefits:

Any time during the day

Cost effective in: travelling, traffic and time

Choice of environment and make yourself at home, safe, comfortable

Shorter coaching sessions – to the point, discussed points applicable immediately

Coach: How to get ready?

The coach is in charge of managing the process and making sure the client is ready for the coaching session. The coach needs to understand how telephone coaching works and educate the client to take the time to get ready for each session.

Before you start the telephone coaching session:

• Make sure your surroundings know you are not to be disturbed
• Switch the  telephones off you are not using
• Your coaching space (office) should be comfortable and calm
• Clear your mind before you start getting ready
• Take 5 to 10 minutes to look through  your notes and plan the coaching session and be ready for your client
• Block your time: 10 to 15 minutes before the call and about another 10 after the call (to make the notes)
• Be honest to yourself and your client: Take the time to prepare your space and your mind
• Make sure your client has the telephone number he needs to dial in
• Send a remainder of the call with needed information, including telephone number

During the call:

• Greet your client in a calm way and ask how he/she has been doing
• Exchange information like how has it been since last session, new things and find out what are the things the client wants to work on during this session
• Ask your client to take a couple of deep breaths
• Make sure the introduction is not longer than 10 minutes
• Remind the client that everything said during the session is confidential
• Tell the client how much time you have for the session and check the client’s goals
• Ask your client to draw you a picture of where they are: sitting place, computers, music, etc
• If you have a feeling the client’s place is not an adequate, see how you can change this: opening a window, switching telephones/computers off, turning the chair around, etc
• Ask the client  if his/her surroundings know:  NO interruptions
• Learn to “see” your client by visualizing him/her and listening to the words and intonation - listening and powerful questioning are great tools to “see” your client
• Develop empathy  - reflective questioning  and mirroring are tools you should master
• Understand how YOU communicate
• Know what kind of learner your client is: visual, kinesthetic or auditive
• Adapt language to your client’s communication style
• Keep building trust through out the session
• Check the agreements and goals the client wants to achieve. Remember that a common goal in mind will assure a good outcome
• Stick to the agreed times. Preparation and wrapping up time should not be t forgotten
• If you can, record the call
• Write  phrases down and check with the client

After the telephone session:

• Create a system to keep in touch: email, SMS, chat, etc
• Share track performance with the client
• Record successes
• Spend some time in writing the important things of the session
• Ask the client to send you an email with the agreements and goals

Client: How to get ready?

Before the call:

• Make sure your surroundings know you are not to be disturbed
• Switch telephones off you are not using
• Your coaching space should be comfortable and calm – good comfortable chair
• Clear your mind before you start getting ready
• Be honest to yourself and your coach: Make the time to prepare your space and your mind
• Look at your notes, achievements and prepare question you want to ask
• Think at the issues you want to discuss during the session

During the call:

• Tell your coach how you really are feeling, only then can the coach support your needs
• Trust your coach and keep building on your relationship
• Keep agreed times – call in on time
• Commit yourself only to the things you are going to do
• Do not drink any alcohol before or during the coaching session
• Demand your coach to be ready and in a good coaching environment

After the call:

• Take some minutes to ground yourself and reflect on the session
• Take notes if necessary
• Plan your  actions

Tools you can use to improve your (telephone) coaching services:

Learning styles

People use different ways to learn and communicate. As a coach you need to know as much as you can about learning styles. The internet is full of tests, assessments you can use to help your clients understand how they learn, communicate and how they can improve their communication skills.

When working with your clients through the telephone you lose part of your visual support. When knowing how your clients communicate  you will be able to understand how he/she concentrates and learns, then you can adapt your communication skills to better support the client.

There are 3 basic ways people learn and communicate:

1)         Visual people need to see pictures or "see it in writing". You often see these people frantically taking notes or mind mapping in meetings and seminars. They generally use words and phrases such as, "This is how I see it," "look at it this way," or "I think I'm getting the picture."

2)         Auditory people learn by hearing. They often listen to entire lectures or presentations without taking any notes. They generally like to ask, "How does this sound?" "Can we discuss this?" or "Are you hearing me?"

3)         Kinaesthetic people think in terms of sensations or feeling. They often move their hands as they talk, and respond physically as well as verbally. They like phrases such as, "How does this feel to you?" "I'm comfortable with that idea," or "Are you aware of this?"

Technology

When telephone coaching, make sure the technology you are using is reliable and that you get acquainted with the system before you start coaching. I say this because many times during my own coaching sessions things have gone terribly wrong.

Nowadays technology gives you a range of choices:

• Telephone
• Videophone
• Skype, MSN
• E-coaching services

Telephone:

There is a range of telephones you can choose from. Make sure you buy something that feels good to you. If you are good with technology complicated systems might be the thing for you, but do not give in to the temptation of buying complicated systems if you think a simple telephone with a hands free is right for me. The internet is full with information about telephones and how to use them.

Try not to call using mobiles (cell phones) for coaching sessions as you might have a lot of interference.

Videophone

You can use this system to interact with your clients as well as you can see them.  You both will need the same system

Skype, MSN

The internet is full of chat systems where you can see, write and talk with clients. Some will allow recording the sessions.  These systems need to be used with a computer, a headset or speakers and microphone (not recommended because of the possibility of echo) and both parties need the same programme and a user id.

E-coaching services

There are some companies which have developed IT programmes where the coach can communicate with the client through a coaching platform. This system is quite new and offers many new possibilities. Be careful when purchasing the system as people have complained that they are not 100% secure.

About the Author

I was born in Caracas, Venezuela. Both my parents are Dutch. I went to a Venezuelan school and then I went to England and U.S.A. to complete my studies.
Through my work I had the fortune to live in countries like Honduras, Nicaragua, Panama, Costa Rica, Armenia, Italy, U.K. and The Netherlands. It has also, given me the chance to work in various countries in Asia and Africa and Central Eastern Europe and Russia.
The languages I speak – Spanish, English and Dutch are my “mother” languages, Italian and French I learned along the way.

I combine special training, coaching and project management skills with cultural awareness as well as a good command of 5 languages. I hyave a Masters in anthropology and is a PCC certified coach.
As a certified coach, trainer, founder and president of the International Coach federation Chapter in The Netherlands, ICF-NL, she wants people to share, learn and grow.
My passion is to work with: people who are leaders or want to become a leader and coaches who wish to improve their coaching and leadership skills.
I am always looking to improve and /or expand my knowledge. Any comments or additions to my articles you can email me to: eschalkx@ande.nl

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