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C R I T I C A L VA R I A B L E S A variable is anything that changes during or between activities A critical variable is one which can impact on the outcome The weather might vary over the course of a day in which I make four sales visits, but that s unlikely to make much difference to my success rate My passion for my product might equally vary between appointments and this could have a massive impact on my success Going back to our PA, she had noticed that the critical variable of calmness was a key element in how able she was to give an assertive response I had no idea that this was the critical variable for her, and if I was advising her I might have suggested she needed to be more strident or authoritative, but this was not what she was noticing When coaching people on repetitive tasks, inviting your coachees to identify a critical variable and then simply to pay attention to it is often all that is required to produce lasting improvement When coaching on more complex issues or on occasions when you cannot be present when the activity is being undertaken, you might have to do a bit more work and the coaching sessions may need to be more in depth, but in principle your task as coach is exactly the same In the next section of the book we ll uncover some of the obvious critical variables for a range of work issues you might expect to coach people through For now, we ll turn our sights to using coaching questions to identify critical variables and promote a focus on them
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CRITERIA There are perhaps three things that need to be present to upgrade an ordinary question into a coaching question:
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The question must force the coachee to pay attention In the above example the only way the PA was able to tell me how calm she felt in saying no was to pay attention to the things that indicate calmness or not Was her breathing steady and calm Was she speaking clearly and concisely Was she aware of feeling any tension anywhere or did she feel relaxed Paying attention to those things raised the quality of awareness and once that was done change and improvement took care of itself Notice also that our PA was fully responsible and empowered to work it out for herself This would not have been the case if I had resorted to instructions such as Don t get ustered, keep calm , Be sure to speak clearly and try not to stutter or Stop getting so tense! This works equally well in all sorts of situations I remember coaching someone who felt nervous about attending networking events I asked him What makes you most nervous and he explained that it was the thought of having to initiate a conversation I then asked What quality do you need to use most in that situation He said it was something to do with taking an interest in people We then simply agreed that at the next event he would occasionally ask himself How much taking an interest am I doing Once again increased awareness and focus leads to natural improvement, owned by the coachee, and therefore more likely to endure At no time did I need to instruct and at no time did I get judgemental, eg You should take a greater interest in the people you network with
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The question must bring about a tight focus The coaching just outlined would have been much less effective had I asked my coachees only to consider how does it feel this time The focus is too wide, there are simply too many variables
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