postures can send signals that verify or contradict their
oral messages. Really effective coaches unconsciously
follow the nonverbal clues that employees are with them,
that they “get it,” that there is agreement. Likewise, when
employees say, “Sure, no problem,” connected coaches do
not end the conversation, but begin a series of probes to
ensure understanding, agreement or further discussion.
Example
Coach:
Well, Leslie, I guess that’s about it. Are you clear on
everything ... any questions at all?
Leslie (furrowed brow):
Not a thing.
Coach:
Uh-huh. It’s a lot to take in on such short notice. You’re
okay with me asking you to focus harder on the accounts
and the timing?
Leslie (eyes downcast, arms folded):
It’s all perfectly clear.
Coach:
I guess I’m sensing there may be something troubling you
about this conversation that I may be making hard for you
to share. I think it’s important that we open up to each
other at this stage, Leslie.
Leslie (chin lifted, eye contact from nose down, tone
of resentment):
It’s nothing really. I’ll admit I do think you are being a
little unfair. I am doing my job.
Coach:
That’s perfectly true. You are doing that — just that. And,
as you continue doing as well as you do, you keep raising
the stakes. You are good, Leslie, really good.Coaching, Mentoring and Managing3