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Keeping the underlying principles in mind enables us to work safe in the knowledge that we re asking sound coaching questions without having to worry about some of the semantics of question formulation Nevertheless, we need somewhere to start and so in the rest of this chapter I ll outline the ARROW model and give you some example questions that have proven to be effective
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AIMS
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Tell me what you want, what you really, really want Spice Girls
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In my view a coaching session however lengthy or short or however formal or informal needs to start by establishing some aims We ll need aims for the session itself and an overall aim for the coaching issue I might have an overall aim of becoming computer literate, but a coaching session aim of exploring ways of working with long documents in a word processing package I like to use the word aims, but you can easily substitute it with goals, objectives, targets, standards or whatever other euphemism organisations use to essentially describe where are we trying to get to with this I also like to use the word aims because it captures the variety of intentions that people might express in a coaching session, the three main types of aim being dreams, performance goals and processes Table 41 provides an example relating to a Customer Relations department: Dreams provide the inspiration to want to achieve something, a reason why if you like However, because they are not wholly within our area of control, we can lose focus if we see them coming under threat I m unlikely to be able to focus on using the software if I m getting uptight that someone else might be in line for the team leader promotion
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Table 41 Department Individual To be promoted to team leader To resolve each case in my workload within 7 days of receipt Use of case management software Familiarity with policy and procedure, etc
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C O A C H I N G AT W O R K
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Dream
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To be recognised as the best after sales service provider in our industry
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Performance Goal
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To respond to all customer contact within 24 hrs, 100 % of the time
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Processes
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Policy Procedures Resourcing, etc
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Performance goals therefore become useful in providing a speci cation In other words we can de ne what success will be like If my goal to close my cases in seven days is a stretching one and we assume that effective caseload management is a consideration for promotion to team leadership then this is a good thing for me to concentrate upon Ultimately though I must bring my focus to the here and now and deploy a number of processes to be the mechanism for my success To follow the example through, it s only by effectively using the Customer Relations processes that I can achieve my performance goal and thus give myself a chance of achieving my dream Just returning to dreams for a moment, another reason I like to use this term is because as well as describing a lofty, long-term aim, it also conveys a sense of vagueness which some you coach may express If someone were to say I want to be a better manager , we would have to recognise that this was a dream aim, and that we would need to develop it through coaching into a performance goal in order to increase the chances of success Performance goals need to be properly described but I m not going to go into that here Suf ce to say that as well as goals which are SMART: Speci c Measurable Achievable Relevant Time Bound
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we need ones which are also: Positive Challenging Understandable
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Your goal should be just out of reach, but not out of sight Denis Waitley & Reni L Witt
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The connection with coaching principles is now clear By raising my awareness of my aims, I can use my Reticular Activating System to notice the things that will lead me towards them The coaching ARROW helps me to do this because in the initial Aims section I can gain clarity around the dreams and the performance goals and then by the time we get to Way Forward I will have a number of processes on which I can focus in order to bring them about
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EXAMPLE QUESTIONS What do you want from this discussion I like to ask this or something like it rst as it establishes the issue or situation that the coaching session is going to address
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What are you trying to achieve long term This question gets close to the dream type aim we discussed earlier and it s important that we enable coachees to raise their awareness of this as it is by remembering our long term aims that we can keep going when things get tough
How much personal in uence do you have over that I ve lost count of the number of times that someone has said to me I want you to coach me on stopping my boss being such a