COACHING FOR CHANGE: MORE THAN FOCUS AND OUTCOMES. John L. Bennett, Ph.D. McColl School of Business Queens University of Charlotte (USA) June 4, 2014

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1 COACHING FOR CHANGE: MORE THAN FOCUS AND OUTCOMES John L. Bennett, Ph.D. McColl School of Business Queens University of Charlotte (USA) June 4, 2014 Copyright 2014, John L. Bennett All Rights Reserved

2 Coaching for Change Discount (20%) code: RRK56 Discount available through June 30,

3 Agenda Introduction Coaching for Change Addressing Resistance to Change Applying Coaching to Support Change Developing Mastery: Client & Coach Questions/Answers Conclusion

4 Examples of Change Individual New role or responsibility New process or performance expectation New location or culture Group/Team Performance review or audit New or changing membership or team charter Improvement of existing product or policy New process or product Organization New product development New or adjacent market entry New leader/strategy/direction Organization redesign/restructuring Merger/acquisition

5 Perspectives Individual Team Organization Environment

6 Challenge of Organizational Change Nearly two-thirds of all major changes in organizations fail Only 20 to 30% of reengineering projects succeed 1 Only 23% of mergers & acquisitions make back their costs 2 Just 43% of quality-improvement efforts make satisfactory progress 3 9% of major software development applications in large organizations are worth the cost. 31 percent get cancelled before completion. 4 53% will result in cost overruns by 189 percent! 4 1 Hal Lancaster. "Reengineering Authors Reconsider Reengineering" Interview with Michael Hammer and James Champy. The Wall Street Journal. January 17, Anne Fisher. "How to Make a Merger Work." Fortune. January 24, Linda Moran, Jerry Hogeveen, Jan Latham, and Darlene Russ-Eft. Winning Competitive Advantage. Zenger Miller Jim Johnson. "Chaos: The Dollar Drain of IT Failures." Application Development Trends. January, 1995.

7 Owens-Corning Transformation Experience The support we provided to our leaders was key to our transformation We have also invested in developing the change management capability of our managers by teaching them key methodologies, skills, considerations and approaches to initiating and sustaining change in their businesses and with external stakeholders. Robert Paxton, SPHR VP Human Resources Owens-Corning Training Managers to Lead Innovation HR Magazine Feb. 2014, p. 40

8 Coaching is an Optimal Intervention for Change Leaders at all levels embrace their roles in change Effective change strategies are used Targets of change get what is needed Challenges & obstacles to change are identified and addressed Individual & organizational capacity is built All coaching is about change.

9 Coaching is Internal Coach Trans-disciplinary (adds the element of systematic coordination among disciplines to study and develop theory and practice) External Coach Group Coach Communication Consulting Counseling Facilitation Management Mentoring Pastoral Care Teaching Therapy Manager-Coach Peer Coach Systems Thinking Health and Wellness Human Development Sociology Spirituality Leadership Learning Philosophy Psychology (Figure 3.1) Internal Coach (Bennett & Bush, 2014)

10 What is change coaching? Helping relationship focused on client, action, & results Applied behavioral science grounded in numerous disciplines Cognitive, emotional, behavioral, spiritual aspects Requires self-awareness Skill, tool, & role used by leaders at all levels Competencies can be taught & developed Focused on change: performance, development, and/or transformation Helps individuals, teams, & organizations prepare for, excel through, and improve from change

11 Change Coaching Process: Steps Current Situation Needs/Desired Goals Information Gathering Possible Actions Action Planning Summary/Agreement Summary/ Agreement Context/ Situation Needs/ Desired Goals Action Planning Information Gathering Possible Actions (Bennett & Bush, 2014)

12 Coaching Skills Linked to the Change Coaching Process Situation Goals/Need Gathering Information Possible Actions Action Planning Summary/ Agreement Listening for Understanding Asking Powerful Questions Reframing Providing Feedback Providing Insight Building Support

13 Copyright 2014, Bennett & Bush All Rights Reserved Change Coaching Mindset Values: Accountability Authenticity Boundaries Candor Client s focus Compassion Behavior change Confidentiality Discovery Learning & Development Mutual respect Mutual trust Process: Coaching Results Assumptions: Coach brings a process Client desires help from the coach Client is able & willing to change Client is open to feedback Client has answers and/or access to them Behaviors Change Coaching Model Skills: Listening for Understanding Asking Powerful Questions Reframing Providing Feedback Providing Insights Developing Support Presence Partnering Impacts Performance Development Transformation

14 Using the Change Coaching Approach I can use these skills and tools when the situation calls for them. I will use this approach when I am in X role. This is how I want to be in the world. Skillset/ Tool Role or Identity Mindset Change Coaching Process & Model, Coaching Skills, & Tools Change Coaching-related Theories External Coach, Internal Coach, Peer Coach, Manager Coach, Group Coach Coaching Approach, Values and Assumptions, Ethics and Multi- Cultural Mindset If you change your mindset, you will naturally be able to use the skills and tools in any role you are in. Copyright 2014, Bennett & Bush All Rights Reserved

15 Focus of Change and Coaching are Similar Focus Examples Performance Applying knowledge and skills to achieve a desired result (e.g., sales) Acting on a plan; making decisions, and following through (accountability) Communicating, influencing others to change Development Gaining self-awareness of strengths Acquiring knowledge about a barrier to performance Developing a skill Creating a strategy and gaining stakeholder agreement Creating an action plan and building supportive relationships required to implement a course of action Moving to a new level of human development Transformation Shifting professional and career focus Developing a clear, compelling vision for a project or group Transitioning from one level of responsibility to another (e.g., supervisor to manager, or senior leader to executive) Focusing intentionally, creating a legacy and a desired future

16 Levels of Change Resistance 1. I don t understand it 2. I don t like it 3. I don t like YOU (Maurer, 1996)

17 Mastery Model MASTERY Level of Effectiveness ACCEPTANCE ADOPTION INTEGRATION AWARENESS Time AWARENESS ACCEPTANCE ADOPTION INTEGRATION MASTERY Understands that a change is likely Has insight about self in relationship to the change Engages in the new role or change Commits to shifting mindsets and behaviors because of the change Actively engages in the new change mind sets, behaviors Acquires or develops the capabilities to perform in the change Blends the mindsets, behaviors and capabilities in order to make the new performance natural Links changes into existing processes, policies for sustainment Continues to develop the capacity to make additional changes Applies the development in new and different contexts (i.e. future changes) Conscious Incompetence Conscious Competence Unconscious Competence (Bennett & Bush, 2014)

18 A CEO asks the CFO, What do we do if we invest in our people and they leave? The CFO responds, What happens if we don t and they stay?

19 Focus of Change Coaching Examples Performance Development Transformation Individual Team Organization Making a direct report aware of a performance gap and helping them develop a plan of action. Coaching an employee to identify and work toward additional goals or projects that would gain additional visibility or lead to promotion in the organization. Supporting an employee in transitioning to a new role, shifting a work focus to a new role, expanding responsibilities that will benefit the organization. Coaching a group to identify key stakeholders for a change, and develop an action plan to support the change. Coaching a team to improve creativity or critical thinking; its decision making or other processes that will increase productivity. Supporting a group in taking on a significant new level of responsibility, influence or coordination that will result in innovation. Coaching to help organizational stakeholders understand the importance of an organizational change initiative and take action in the role of a change agent. Coaching a change leader to develop a compelling case for change, or change strategy or communications plan and messaging. Coaching key leaders or teams to advance the business strategy, identify new markets and partnerships, or create product/process innovation.

20 The Change Coaching Process 20

21 Coaching for Change: A Systems Perspective Performance Results Feedback Coaching Agenda for Coaching Contracting for Coaching

22 Skilled Coaching Practitioners Giving feedback Being present and listening actively Building trusting relationships Understanding context and culture of executives Being aware of business/management goals/impacts Creating a commitment for change Fostering self-awareness/reflection Acting on intuition with courage Being a reflective practitioner

23 Coaching: Being/Doing Hargrove (1995) asserted that a coach is something that you be (p. 39). He identifies the coach as being who one is, as opposed to an approach or model that one must follow step by step. The coach s self-awareness, confidence, and focus allow a coaching engagement to be what it needs to be to meet the needs of the client.

24 Mastery Requires High level of competence in, and application of, coach interpersonal and intrapersonal skills in the service of clients needs Pursuing self-awareness and self-management Learning agility

25 Dreyfus Model of Skill Acquisition Novice Advanced Beginner Competent Proficient Expert Situation has not been experienced Concrete principles, rules, models Context is still new More sophisticated rules, Analytic frame of mind Context no longer new Lessons from personal experience learned, may apply Situation has been experienced long-term, Connections made Intuitive ability to use patterns Intuition takes over Situation and execution absorbed and acted upon immediately (Dreyfus & Dreyfus, 1980, 1986, 2004)

26 Advanced Beginner & Expert Coaches Advanced Beginner Categories Expert Self-focused Self-awareness Self-aware Client-aware Awareness of the Coaching Client Client-focused Hopeful Confidence Free Explored Role of the Coach Known Learning / Weaving Compassionate Thought Partner Acquisition of Coaching Skills and Abilities Application of Coaching Skills and Abilities Experimenting / Reflecting Reflective Sage (Bennett & Rogers, 2013)

27 Mastery Model MASTERY Level of Effectiveness ACCEPTANCE ADOPTION INTEGRATION AWARENESS Time AWARENESS ACCEPTANCE ADOPTION INTEGRATION MASTERY Understands that a change is likely Has insight about self in relationship to the change Engages in the new role or change Commits to shifting mindsets and behaviors because of the change Actively engages in the new change mind sets, behaviors Acquires or develops the capabilities to perform in the change Blends the mindsets, behaviors and capabilities in order to make the new performance natural Links changes into existing processes, policies for sustainment Continues to develop the capacity to make additional changes Applies the development in new and different contexts (i.e. future changes) Conscious Incompetence Conscious Competence Unconscious Competence

28 Coaching for Change John L. Bennett, Ph.D., PCC, BCC McColl School of Business Queens University of

29 References Bennett, J. L., & Bush, M. W.. (2014). Coaching for change. New York, NY: Routledge. Bennett, J. L., & Rogers, K.. (2013). Skill acquisition of executive coaches: A journey toward mastery. In A. F. Buono, L. de Caluwé & A. Meike (Eds.), Exploring the Professional Identity of Management Consultants (Vol. 16). Charlotte, NC: Information Age Publishing. Dreyfus, H. L., & Dreyfus, S. E. (1986). Mind over machine: The power of human intuition and experience in the era of the computer. New York: The Free Press. Dreyfus, H. L., & Dreyfus, S. E. (1986). Five steps from novice to expert Mind over machine: The power of human intuition and experience in the era of the computer (pp ). New York, NY: The Free Press. Dreyfus, S. E., & Dryefus, H. L. (1980). A five stage model of the mental activities involved in directed skill acquisition (pp. 18). Berkeley, CA: Operations Research Center. Maurer, R. (1996). Beyond the wall of resistance: Unconventional strategies that build support for change. Austin, TX: Bard Books, Inc. Van Horn, C. E. (2013). Working scared (or not at all): The lost decade, great recession, and restoring the shattered american dream. England: Rowman & Littlefield.

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