Awareness & Working Knowledge (closed book) Flashcards
Match to one of Four Guiding Principles:
- Devise a clear definition and philosophical orientation
- Honor confidentiality and privacy
- Manager personal boundaries, avoid conflicts of interest and obey applicable laws
Adhere to High Standards of Ethical Conduct
Match to one of Four Guiding Principles:
- Help clients move from the general to the specific
- Help clients connect potential options to core organizational and personal values, linking with goals, wants or needs
- Help clients make explicit the progress they have made toward goals and work to be done
Earn the Right to Advance
Match to one of Four Guiding Principles:
- Concentrate on the Client’s context, where they are, change agenda rather than your agenda
- Make sure everything you say or do is of value to the client and promotes their agenda
- Always ask “What’s in it for the client?”
Focus on the Client’s Agenda
Match to one of Four Guiding Principles:
- Talk less; listen more by asking powerful, high-leverage questions
- Realize the opposition and resistance is a natural part of the learning and change process
- Involve the client at every phase in defining their situation, needs and exploring options and developing solutions
Build Commitment Through Involvement
Match to one of the core competencies: Is conscious of one’s own thinking and effectively manages emotions (self & others) to ensure client engagement are experienced as open, flexible and productive.
Coaching Presence
Match to one of the core competencies: Establishes a personal bond with clients by creating a safe, supportive environment characterized by a trusted partnership, mutual respect and freedom of expression.
Relating
Match to one of the core competencies: Ask questions that reveals the information needed for maximum benefit to the coaching relationship, the client, and capturing learning embedded in experience.
Questioning
Match to one of the core competencies: Focuses completely on what clients say (and don’t say) to understand the meaning of what is said in the context of the client’s desired results (performance and aspirations); includes behavioral observation.
Listening
Match to one of the core competencies: Ability to communicate in a direct and clear way during coaching sessions as a tool for balancing challenge and support needed to facilitate learning, growth and renewal.
Contributing
Match to one of the core competencies: Shows appreciation for, and fosters, the strengths embedded in each client’s background (e.g. race, age, gender, values and other layers of difference which makes each of us unique)
Leveraging Diversity
Match to one of the core competencies: Integrate and accurately evaluate multiple sources of information and interpretations that help clients to enhance self-awareness, make informed choices, and achieve results.
Testing Assumptions
Match to one of the core competencies: Expands worldview by examining the learning that results from comparing the initial presenting problem, challenge or opportunity to those informed by multiple perspectives.
Reframing
Match to one of the core competencies: Knowledge of how organizations work and the core functions that drive business operations in order to understand the goals and context of clients.
Business Acumen
Match to one of the core competencies:
- Understands capital flows and influence on organizational health
- Monitors trends, issues and other dynamics that characterize client’s organizational environment
- Establishes credibility by applying language of business
- Brings a systems perspective (strategy, work processes and people) and results orientation Influences by linking core organizational behavior knowledge to leadership and business challenges
Business Acumen
Match to one of the core competencies:
- Researches various ways in which others faced with similar challenges have responded and outcomes experienced
- Experiments with new approaches to expand repertoire
- Transforms initial perceptions into modified, new or expanded frames for reference
- Encourages clients to cross boundaries to apply learning in a real world context and discover what works
- Engages in content reflection (what) process reflection (how) and premise reflection (why)
Reframing
Match to one of the core competencies:
- Tests for accuracy by summarizing key messages (including inferences) Identifies underlying concerns, typical and fixed ways of perceiving self and world, and potential disparities
- Helps clients to discover for themselves factors (thoughts, beliefs) that strengthen their ability to take action and achieve goals
- Explores blind spots (in self and clients) and hidden strengths
- Focuses on shifting between “learner” and “judger” mindsets as needed
Testing Assumptions
Match to one of the core competencies:
- Seeks to understand the worldview of others
- Helps clients see differences in perspectives as opportunities for learning and expanded capacity
- Devises approaches to identify relevant diversity factors embedded in client’s situation
- Applies diverse insight to goals, action plans and experiments
- Tracks the impact of diversity on outcomes and makes adjustments as needed (i.e. head, hand and heart)
Leveraging Diversity
Match to one of the core competencies:
- Outlines coaching objectives, session agenda, purpose of various coaching techniques or activities
- Scans for, and point out parallel occurrences between client’s actions “online) and during coaching sessions
- Speaks with Captions and Headlines when sharing observations, feedback or suggestions, then invite clients to respond
- States position and point-of-view clearly and concisely to clients while fostering the independent thinking needed for commitment
- Challenges client’s commitment to a specific process or course of actions as appropriate by pointing out and working through inconsistencies
Contributing
Match to one of the core competencies: Focus on Level 2 & 3 listening Build on client language Use a wide range of response modes Emphasize inquiry when making statements - ensure that you are clear yet concise
Listening
Match to one of the core competencies:
- Has patience to hear clients out and accurately restates essence of key messages; helps clients “bottom line” as needed
- Actively focuses on, and conveys an understanding of, the client comments and questions Attends to “meta-messages” by focusing on which words are emphasized and other ways meaning is communicated
- Works together the ambience associated with the message with respect to mood, atmosphere and emotional tone (including what’s not said)
- Integrates and builds on client’s comments, ideas and suggestions that conveys merit in what client thinks, feels and does
Listening
Match to one of the core competencies:
- Asks powerful, high-impact questions that evoke inquiry, discovery, insight and commitment to action
- Uses open-ended questions early in conversations to generate pool of shared knowledge and prompt possibility thinking
- Combines objective questions (externally focused) with reflective questions (internally focused) to ground situation in experience, current reality and future aspiration
- Moves to interpretive questions (pattern-focused) combined with decisional questions (action focused) to help clients lead from the future today
- Progresses to closed-ended questions to clarify understanding of situation, confirm commitment to action or promote learning, insight and renewal
Questioning
Match to one of the core competencies:
- Treats clients as equals Employs primal empathy by flexing style to use compatible speaking patterns, gestures and body language
- Demonstrates respect for, and utilization of, the client’s experience, learning style and point of view
- Asks for permission to coach clients in sensitive, new idea areas that involve a stretch and going outside one’s comfort zone
- Acts with integrity by striving to ensure one’s “audios” match the “visuals” and helping clients achieve the same
Relating
Match to one of the core competencies:
- Tunes into the relationship with curiosity to understand the client’s situation
- Chooses strategies to help move the client forward achieving their intentions in the moment (e.g. observations, feedback, suggestions)
- Displays tolerance for dealing with ambiguity, working with daunting challenges, and resistance or others’ disapproval
- Uses humor appropriately to display humility and to lighten up energy during interactions
- Willingness to take thoughtful risks with clients to confront their challenges and realize their aspirations
Coaching Presence
Match description to ORID Question Level:
Surface facts, direct observable data, generate a common pool of “knowledge” needed to understand the “context.”
Level 1: Objective Questions
Match description to ORID Question Level:
Explore feelings, emotions personal connections to situation; access “gut level” response(s).
Level 2: Reflective Questions
Match description to ORID Question Level:
Make sense of the situation by examining values, assumptions, significance and implications.
Level 3: Interpretive Questions
Match description to ORID Question Level:
Express commitments to informed, future action and potential experimentation, pilot projects and closure.
Level 4: Decisional Questions
Match to to appropriate coaching process component:
- Inquiring about the nature of the presenting problem, trigger event, challeng or opportunity
- Surfacing hopes and concerns
- Clarifying expectations about the parameters of the coaching process
Entry and Contracting
((Framing) - Engagement & Session)
Match to to appropriate coaching process component:
- Inviting clients to pay attention to observational feedback (in action and from others)
- Urging clients to summarize and interpret
- Facilitating the examination of hunches about potential disparities
Feedback
(Giving and Receiving)
Match to appropriate component of the coaching process:
- Helping clients discover opportunities for ongoing learning (sessions/work/life)
- Combining challenge with support
- Celebrating client’s successes and capabilities for continued growth
Action Strategies
(Experimentation & Pilots/Reflection-on-Action)
Match to appropriate component of the coaching process:
- Clarifying client’s relationship (identity/concept) to self and to others
- Determining emotional & social capacities (strengths & limitations)
- Building the client’s capability for growth and change
Developmental Frames
(Mental Models/Worldview)
Match to appropriate component of the coaching process:
- Asking provocative questions to stimulate imaginative thinking about the future
- Practicing “feed-forward” with various options to help clients illuminate possible futures
- Prompting clients to consider potential benefits and costs of options before taking action
Exploring Options
(Payoffs & Unintended Consequences)
Match to appropriate component of the coaching process:
- Creating opportunities for clients to conduct honest, ongoing self-appraisal
- Translating insights about strengths and limitations to focused & aligned commitments
- Findings ways to promote self-renewal (e.g., work-life balance)
Growth & Renewal
(Strategic Insight)
Match to appropriate component of the coaching process:
- Engaging clients in the identifying questions to focus data collection and feedback
- Co-creating data collection strategies to determine what information is needed
- Working with clients to diagnose the situation
Situation Analysis
(Data Collection & Synthesis)
Match to appropriate component of the coaching process:
- Stimulating clients to integrate insights and define focus
- Collaborating with clients to create a coaching plan and SMART goals, while attending to emergent goals.
- Reaffirming client’s agenda (align goals with personal values & organizational priorities)
Planning
(Priorities, Goals & Critical Success Factors)
Match to appropriate component of the coaching process:
- Holding client’s attention on what’s important by following up on commitments
- Building client’s capacity to recognize “teachable moments”
- Modeling flexibility and adaptation by moving back and forth (e.g., “big picture” focus & making daily adjustments)
Execution
(Reflection-in-Action)
Match Description to Coaching Phase:
The emphasis of this phase of the coaching process is on striving to understand and clarify the client’s agenda, explore the client’s personal capacities and competencies, and surface the client’s perspective on their personal story as a basis for determining “need/fit” and to establish a foundation for a productive relationship.
Phase 1: Context
Match Description to Coaching Phase:
The emphasis of this phase of the coaching process is on encouraging clients to define a range of choices (related to their wants and needs), developing a vision (of preferred future scenarios), and beginning the process of devising a plan to make the vision real.
Phase II: Content
Match Description to Coaching Phase:
The emphasis of this phase of the coaching process is for the coach to support clients move into action by leading from the future (i.e., the pull of their aspirations) session-by-session, day-by- day, and in so doing, helping clients achieve the results they truly desire.
Phase III: Conduct
Name the three coaching components of Phase I of the coaching process: Contextual Awareness
- Entry and Contracting
- Developmental Frames
- Situational Analysis
Match the description to the related coaching phase component:
Effectively establish the client - coach alliance, understand the client’s context (e.g., roles & other organizational factors/personal influences) and set expectations for working together.
Entry & Contracting
Match the description to the related coaching phase component:
Assess the client’s emotional intelligence, social intelligence and cultural competency to understand how each impacts the client’s current situation and framing of future possibilities
Developmental Frames
Match the description to the related coaching phase component:
Encourage clients to tell their personal story and work to expand their awareness of the presenting situation by exploring stories from a variety of perspectives and sources
Situational Analysis
Name the appropriate component for the set of coaching tasks and related Outcome below:
- Inquiring about the nature of the presenting problem, trigger event, challenge or opportunity
- Surfacing hopes (i.e., what “success” would look like) and concerns (i.e., situation/engagement)
- Clarifying expectations about the parameters of the coaching process (e.g., roles, fees, scheduling, confidentiality, stakeholders and other resources)
Outcome: Determine Need/Fit & if Appropriate a Personal Learning or Business Contract
Entry & Contracting
During what component are the following Four Core Sources of Client Data Discussed and what are they called:
- Client’s Perceptions
- Observation from Others
- Work Products/Metrics and Indicators
- Coach’s Observations
- Coaching sessions/relating
- In context (E) observation
- Infer needs/opportunities
- Impact/reactions & respond
Entry & Contracting
Needs Compass
Name the appropriate component for the set of coaching tasks and related Outcome below:
- Clarifying client’s self-awareness & self-management, as well as social awareness & relationship management capabilities
- Determining emotional & social capacities in terms of strengths (e.g., empathic accuracy) and limitations (e.g., poor impulse control)
- Building client’s capacity for growth and change by developmental sequencing the coaching process and related content
Outcome: Understand client’s “baseline” as a basis for monitoring growth
Developmental Frames
What coaching component are the following related to:
- Substantive Frames (reflect values/beliefs)
- Outcome Frames (high need for achievement/results)
- Aspiration Frames (broader aims, e.g., leaving a “legacy”)
- Process Frames (“how” – steps, plan focused)
- Identity Frames (“who” they are” focused)
- Characterization Frames (“others” focused)
- Loss/Gain Frames (how risk or reward are defined)
- Learner/Judger Frames (orientation)
- Evocateur/Saboteur Frames (evoke/draw out the “best” or negative pull)
Developmental Frames
Name the appropriate component for the set of coaching tasks and related Outcome below:
- Engaging clients in the identifying essential questions to focus data collection and feedback activities
- Co-creating data collection strategies to determine what information is needed and from what sources to understand the presenting situation
- Working with clients to diagnose the situation by digging beneath the surface, map trends to reveal underlying drivers of the situation
Outcome: Facilitate the client’s movement from data to information, to knowledge to strategic insight to reframe the presenting problem, challenge or opportunity
Situation Analysis
What are the three components of Phase II: Content
- Feedback
- Exploring
- Planning
Match the coaching phase component to the following description:
Leverage the power of feedback’s potential to facilitate learning and change throughout the coaching process by examining the past, present and future
Feedback
Name the coaching component for the following tasks and related outcome:
- *Inviting** clients to pay attention to the various forms of observational feedback
- *Urging** clients to play an active role in summarizing and interpreting the feedback
- *Facilitating** the examination of the client’s hunches about the feedback and potential disparities
Outcome: Broader perspective of the context combined with agreement on the meaning of the feedback & its implications for action
Feedback
Match the coaching process component to the following description:
Here the focus shifts to helping clients discover and articulate a picture of their wants, needs, aspirations & potential outcomes
Exploring Options
Name the coaching process component for the following tasks and related outcome below:
- Asking provocative questions to stimulate imaginative thinking about positive futures
- Practicing “feed-forward” with various options to help clients illuminate for themselves how their choices might play on in action
- Prompting clients to consider potential benefits and costs before moving to action to shine a light on their personal commitment
Outcome: Opportunity to explore choices & envision a desired future
Exploring Options
Name the coaching component that matches the following description:
Now clients focus on the most important factors that will translate talk to action to results (i.e., realizing aspirations)
Planning
Name the coaching process component for the following tasks and related outcome:
- Stimulating clients to integrate insights and define focus
- Collaborating with clients to create a coaching plan including SMART goals, while remaining open to more emergent, context- driven goals
- Reaffirming client’s agenda by developing action plans for each performance and development goals, and importantly striving to align with organizational systems and personal value
Outcome: Clarity of purpose and a plan for realizing their vision and goals
Planning
Name the three components of Phase III: Conduct of the Coaching Process
- Action Strategies
- Growth & Renewal
- Execution
Match the coaching phase component to the following description:
Foster continuous and transformative forms of learning to prompt clients to operate outside of their comfort zone
Action Strategies
Match the coaching phase component to the following description:
Continue to help clients make explicit their path of personal growth by integrating informal and incidental forms of learning with strategic learning
Growth & Renewal
Match the coaching phase component to the following description:
Putting it all together by supporting clients in their transition from experimentation to full implementation (i.e., “walk-the-talk” matching words with results)
Execution
Name the coaching process component for the following tasks and related outcome:
- Helping clients discover opportunities for ongoing learning (during coaching sessions, on-the-job & in other aspects of their life)
- Combining challenge with support to encourage clients to try-out a variety of actions to realize aims, reflect-on-action & keep what works
- Celebrating client’s successes and capabilities for continued growth (always identifying the next “gap”)
Outcome: Builds confidence and strengthen capacity to learn from experience
Action Strategies
Name the coaching process component for the following tasks and related outcome:
- Creating opportunities for clients to conduct honest, ongoing self- appraisal
- Translating client’s insights about their strengths and weaknesses to focused and aligned goals
- Findings ways to promote self-renewal (e.g., work-life balance)
Outcome: Facilitates “whole person” engagement
Growth & Renewal
Name the coaching process component for the following tasks and related outcome:
- Holding client’s attention on what’s important (i.e., CSFs) by following up and asking clients about commitments (i.e., After-Action-Review)
- Building client’s capacity to “reflect-in-action” by helping them to recognize “teachable moments” (i.e., learning potential. Embedded in experience & while executing the plan – content, process & premise reflection)
- Modeling flexibility and adaptation by helping clients move back and forth between the “big picture” (goal/future orientation) and adjusting the plan to account for shift in the internal and external environments

Outcome: Facilitates “whole person” engagement
Execution
What coaching process component are the following tools and desired results for:
The completion log (p. 200)
– Simple mechanism for trackinging progress and completed tasks
Daily Habits (p. 229)
– Tracking the daily habits you need to execute and that help you execute
Basic structures (p. 269)
– Ideas to anchor the gains and remind the client what needs doing

Desired Results: Integrate learning and doing, doing and being work, and grounds the work in tangible experience, which can provide a basis for continued growth and renewal.
Execution
