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
