When Coaching Sessions go South:Managing Conflict in the Moment
Jason Sackett, PCC, LCSW, CEAP
Wednesday, February 14, 2018 - 11:00 AM Pacific
CCEs Available: 1.5 CCEs for Core Competencies
Teleclass is FREE to attend. CCEU Certificate is Free to ICFLA Members, or $22.50 for non-Members and guests.
No matter how skilled and conscientious you are as a coach, if you work in the profession long enough, at some point a client will suddenly and unpredictably take offense to something you say or do, get angry, and confront you. At this moment, you may be teetering on the edge of losing a client, and your response can pull that relationship back from the brink or push it off a cliff.
Fortunately, coaches attending this teleclass can confidently prevent losing clients due to conflict and often improve their professional relationships through learning the practice of compassionate disarming. Building on ICF core competencies, you will learn how to:
Identify your instinctive responses to confrontation and eliminate reactions that re-arm a client’s anger (Coaching Presence)
Become grounded in the face of conflict to enable sincerity and focus on the client (Establishing Trust)
Identify truths in the complaint as well as the rationale for the client’s anger (Active Listening)
Communicate empathy for the client’s perspectives and feelings (Direct Communication)
Assess the effectiveness of your disarming intervention, and re-contract for how to proceed with the time remaining (Coaching Agreement)
Although you can never completely prevent all angry client reactions, with this technique in your toolbox, you will never need to fear those reactions or lose clients. Instead, you can use conflict as an opportunity to build trust and credibility
Jason Sackett, PCC, LCSW, CEAP helps people and organizations become masters of conflict, providing training, keynote speaking, and train-the-trainer programs in compassionate disarming. He also offers public upset executive coaching to help business leaders and other public figures strengthen relationships and prevent consumer abandonment.
Jason is a Professional Certified Coach, ICF-certified mentor coach, certified coach supervisor, and co-author of the book Compassion@Work: Creating Workplaces that Engage the Human Spirit. He lives in Los Angeles but practices globally.