Coaching Confidence

Before setting up my own coaching practice full time I was employed in the training and development team of a multi-national company. One of the departments I particularly loved working with was the contact centre  – the very nature of the work of a contact centre involves a lot of communication with people over the phone.

I spent many a happy hour developing the skills of individuals who spent the majority of their working lives having conversations over the phone.

I once ran a workshop that had a mix of individuals who had a background working via a phone and those who generally worked face-to-face. I knew the work of all of those in the room and knew that they were all fantastic listeners.

As part of the workshop I included an exercise about listening – the whole group excelled at the first part. The difference came when I asked that they did the same exercise with their eyes shut. What quickly became apparent was that those who had lots of experience working via the phone found the task relatively easy. Those who mainly worked face-to-face struggled without the visual cues they were used to working with.

Now I’m not for one minute suggesting that those who normally worked face-to-face with people “failed” and therefore are consigned to never communicating using any other method ever again! What I am saying is that listening without being able to literally physically see what’s going on is a skill that can be developed like any other. It’s something that, with practice can get stronger and stronger.

So why am I writing about contact centres on a Wednesday coaching post?

You’ll often find coaches discussing the importance of listening when having a coaching conversation. Pretty much up until running that workshop I didn’t fully get why when I met other coaches at events so many of them would give me a strange look when I said I coached via the phone.

I do a lot of my work via the phone – it’s a medium I’m comfortable with. I like the extra benefits it can bring, such as being able to work with wherever my ideal clients are (providing they have a working phone signal). I don’t have to have geographic limitations so that we can both be physically in the same place.

It also makes scheduling clients a lot easier – there are no travelling times to take into consideration. So I have far more flexibility with my phone coaching sessions than I often have with a face-to-face session. I don’t know about you, but even though I often quite like a car or train journey I much prefer the joy I get from coaching. I’d much rather be spending my time running a coaching session than travelling to one.

There are many other reasons why I personally choose to mainly coach via the phone. Thinking back to the many different trainings I have attended there have been many, many skills and techniques that I have at my fingertips from those events to use when coaching via the phone.

However, I recall only a handful of occasions when someone has specifically discussed coaching using the phone – normally in response to a delegate’s question. I can also recall few training drills and exercises where we were strengthening our listening skills without the visual cues.

So, to answer the question in the title of this post, it is possible to listen without having visual cues. One of the main questions I get asked by coaches who don’t coach via the phone is how do you do that if you can’t see what someone is doing or thinking?

There are several things you can do to make coaching via the phone easier and skills you can develop and strengthen so that, if you want, you can transfer your own coaching style to work via the phone.

I love the variety and breadth that is found in the coaching profession, and there will be some coaches who choose to coach face to face. Perhaps it’s because it’s a medium they really enjoy or maybe they coach in a way that is really much easier face to face (ie as a kids sports coach). So please don’t misunderstand my post as an implication that all coaches should be coaching via the phone.

However, you may have ruled out working via the phone because you don’t know where to start or have no idea how you could coach without literally physically seeing when a client is thinking etc. I’ve seen some jump to the conclusion that they just couldn’t coach that way, that somehow they would never be “good enough.” If that sounds like you, please remember that:

(a)    Knowledge can be learnt

(b)   You can strengthen skills with practice

(c)    How do you know if you haven’t had the experience?

I have decided to put on a training to assist those who are interested in starting phone coaching. It’s a training where I’m pulling together all my coaching and working on the phones knowledge and experience to give a very practical course. Designed to put your learning into context I want you to complete the course having successfully coached others via the phone, building up experience and feedback.

It’s a training that will take place over the phone, using technology that allows you to work in small groups within the call, exactly as you could during a live face-to-face training – you will be strengthening those skills you will use when phone coaching all the way through the course. For more details click here.

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