DO COACHES DELIVER WHAT THEY PROMISE? Frank O’Connor NZ Psychological Society ~ Annual Conference 2009 Palmerston North, Aotearoa / New Zealand Developing Organisations & Leaders • Improving Business Performance & Management Moa Resources, 103 Overtoun Terrace, Hataitai, Wellington, New Zealand 6021 +64 21 386-911 [email_address]

COACHING IS CATCHING COACHING IS CATCHING It’s appealing It’s organised It’s methodical It’s applicable positive easy with well people fun ??? Global CC Assn for Coaching Sydney Uni ICF ? ad hoc intuitive conceptual formal ??? life executive leader career sport ?

DOES IT MAKE THE DIFFERENCE CLAIMED? People who coach human performance in workplaces operate in a wide variety of ways, with relatively little evaluation Bottom line benefits claimed could be due to other things Much evaluation is more formative than normative Evaluation should look at (at least) four types of training effectiveness Personal Reaction / Happiness Learning Behavioural changes Business impact Remember Kirkpatrick?

People who coach human performance in workplaces operate in a wide variety of ways, with relatively little evaluation

Bottom line benefits claimed could be due to other things

Much evaluation is more formative than normative

Evaluation should look at (at least) four types of training effectiveness

Personal Reaction / Happiness

Learning

Behavioural changes

Business impact

Remember Kirkpatrick?

ARE THESE KEY BENEFITS OF COACHING? Set and achieve higher goals Make better decisions for yourself and your organisation Improve the balance in your life Reach for much, much more and achieve results without struggling Have more sustainable energy

Set and achieve higher goals

Make better decisions for yourself and your organisation

Improve the balance in your life

Reach for much, much more and achieve results without struggling

Have more sustainable energy

“COACHING IS EASILY DEFINED” “Executive Coaches have to be a combination of psychologist, businessperson, soothsayer, futurist, diplomat, schoolteacher, wailing wall and the soul of discretion” "My clients tell me I qualify! " Thus comments B----- who offers Event Management, Keynote Speaker, USA Partners, Executive Coaching, Planning & Retreat Facilitation, Sales Skills, Training “Professional coaching is an ongoing partnership that helps clients produce fulfilling results in their personal and/or professional lives. Through the process of coaching, clients deepen their learning, improve their performance and enhance their quality of life.” “In each meeting, the client chooses the focus of conversation, while the coach listens and contributes observations and questions. This interaction creates clarity and moves the client into action. Coaching accelerates the client's progress by providing greater focus and awareness of choice. Coaching concentrates on where clients are today and what they are willing to do to get where they want to be tomorrow.”

“Executive Coaches have to be a combination of psychologist, businessperson, soothsayer, futurist, diplomat, schoolteacher, wailing wall and the soul of discretion”

"My clients tell me I qualify! "

Thus comments B----- who offers Event Management, Keynote Speaker, USA Partners, Executive Coaching, Planning & Retreat Facilitation, Sales Skills, Training

“Professional coaching is an ongoing partnership that helps clients produce fulfilling results in their personal and/or professional lives. Through the process of coaching, clients deepen their learning, improve their performance and enhance their quality of life.”

“In each meeting, the client chooses the focus of conversation, while the coach listens and contributes observations and questions. This interaction creates clarity and moves the client into action. Coaching accelerates the client's progress by providing greater focus and awareness of choice. Coaching concentrates on where clients are today and what they are willing to do to get where they want to be tomorrow.”

ANONYMISED COACHES PROMISES “By implementing well thought out coaching models, organisations have successfully improved internal relationships, up-skilled employees, improved morale and ultimately increased performance of the organisation.” “Ever had the feeling that your business is just not going anywhere, frustrated and wondering IF ONLY...............? Designed with the high pressure situation of being an executive in mind, ABCD has developed a coaching programme that will see you reach your objectives faster and more effectively than before.” “Our ultimate aim is to help people and organisations achieve their potential. We enable talented leaders to explore opportunities that will empower valuable employees, boost morale and help achieve business objectives.” “Currently studying psychology, P---- has a passion to find answers that will allow all her clients to unlock their true potential. P---- is an entertaining and motivated speaker who is deadly serious about `success in the game of life.' Education through leadership and coaching are her formula’s for accelerated success.”

“By implementing well thought out coaching models, organisations have successfully improved internal relationships, up-skilled employees, improved morale and ultimately increased performance of the organisation.”

“Ever had the feeling that your business is just not going anywhere, frustrated and wondering IF ONLY...............? Designed with the high pressure situation of being an executive in mind, ABCD has developed a coaching programme that will see you reach your objectives faster and more effectively than before.”

“Our ultimate aim is to help people and organisations achieve their potential. We enable talented leaders to explore opportunities that will empower valuable employees, boost morale and help achieve business objectives.”

“Currently studying psychology, P---- has a passion to find answers that will allow all her clients to unlock their true potential. P---- is an entertaining and motivated speaker who is deadly serious about `success in the game of life.' Education through leadership and coaching are her formula’s for accelerated success.”

MEET THE COACHES “ Choosing the right coach is an important process. All our coaches are accredited, have over 750+ hours of experience, hold specific Executive Coach Training and are experts in their field.” ACC Accreditation. R--- has 15 years international experience in the business advisory, management consultancy and health industries, working with small businesses, professional organisations and healthcare providers. R---’s initial training was in Pharmacy (B. Pharm), … MBA with distinctions in Leadership and Negotiation. RCS Certified Coach. V----- has 16 years international experience in management and leadership development working inside medium and large organisations. V-----’s training is in Adult Education (Grad Dip Ed, Tertiary) and leadership and organisational development (H--- S--- Accredited Practitioner) MCC Accreditation. L------ is one of New Zealand’s most sought after Executive Coaches and holds the Master Certified Coach Credential from the International Coach Federation. She is emphatic about organisations, really understanding all the potential value of robust and considered whole person development programmes.

“ Choosing the right coach is an important process. All our coaches are accredited, have over 750+ hours of experience, hold specific Executive Coach Training and are experts in their field.”

ACC Accreditation. R--- has 15 years international experience in the business advisory, management consultancy and health industries, working with small businesses, professional organisations and healthcare providers. R---’s initial training was in Pharmacy (B. Pharm), … MBA with distinctions in Leadership and Negotiation.

RCS Certified Coach. V----- has 16 years international experience in management and leadership development working inside medium and large organisations. V-----’s training is in Adult Education (Grad Dip Ed, Tertiary) and leadership and organisational development (H--- S--- Accredited Practitioner)

MCC Accreditation. L------ is one of New Zealand’s most sought after Executive Coaches and holds the Master Certified Coach Credential from the International Coach Federation. She is emphatic about organisations, really understanding all the potential value of robust and considered whole person development programmes.

THE BENEFITS RECEIVED ARE AMONG THE CONCERNS CLIENTS HAVE “Clients report” significant benefits through coaching: Greater clarity around their objectives and how to achieve them Increased awareness of how others see them, their strengths and key development opportunities Improved leadership, communication & relationship skills Improved motivation for them and their team Greater ability to lead and facilitate change Ability to get beyond challenges and to optimise opportunities Reduced stress and greater levels of resilience and work life balance Increased confidence and ability to take effective action Optimised thinking, attitude, and behaviour New levels of performance & results on a personal and team level The usual reliable sources: promotional material and the ‘net All sounds pretty good, but how do I know I got my share?

“Clients report” significant benefits through coaching:

Greater clarity around their objectives and how to achieve them

Increased awareness of how others see them, their strengths and key development opportunities

Improved leadership, communication & relationship skills

Improved motivation for them and their team

Greater ability to lead and facilitate change

Ability to get beyond challenges and to optimise opportunities

Reduced stress and greater levels of resilience and work life balance

Increased confidence and ability to take effective action

Optimised thinking, attitude, and behaviour

New levels of performance & results on a personal and team level

The usual reliable sources: promotional material and the ‘net

All sounds pretty good, but how do I know I got my share?

A PSYCHOLOGIST WHO COACHES A PSYCHOLOGIST WHO COACHES Data Research Guts Practice

COACHING PSYCHOLOGY IS … … for enhancing performance in work and personal life domains with normal, non-clinical populations, underpinned by models of coaching grounded in established therapeutic approaches Grant & Palmer, 2002 … an applied psychology, draws on and develops established psychological approaches, and can be understood as being the systematic application of behavioural science to the enhancement of life experience, work performance and well being for individuals, groups and organisations who do not have clinically significant mental health issues or abnormal levels of distress Interest Group in Coaching Psychology (APS) … for enhancing well-being and performance in personal life and work domains underpinned by models of coaching grounded in established learning theory or psychological approaches Special Group in Coaching Psychology, BPS Coaching psychologists are less likely to adopt the ‘diagnostic’ stance of the medical ‘expert’ model

… for enhancing performance in work and personal life domains with normal, non-clinical populations, underpinned by models of coaching grounded in established therapeutic approaches

Grant & Palmer, 2002

… an applied psychology, draws on and develops established psychological approaches, and can be understood as being the systematic application of behavioural science to the enhancement of life experience, work performance and well being for individuals, groups and organisations who do not have clinically significant mental health issues or abnormal levels of distress

Interest Group in Coaching Psychology (APS)

… for enhancing well-being and performance in personal life and work domains underpinned by models of coaching grounded in established learning theory or psychological approaches

Special Group in Coaching Psychology, BPS

Coaching psychologists are less likely to adopt the ‘diagnostic’ stance of the medical ‘expert’ model

WHAT ARE EXPECTED COACHING OUTCOMES? Generic ‘intangible’ outcomes reduced experience of stress improved leadership skills better relationship handling improved goal attainment Generic ‘tangible’ outcomes improved direct report and supervisor ratings of performance significant return on investment Specific outcomes improvements in performance and self-perception transfer of training and coaching skills change in behaviours due to increased change motivation and goal concreteness Grant, 2008

Generic ‘intangible’ outcomes

reduced experience of stress

improved leadership skills

better relationship handling

improved goal attainment

Generic ‘tangible’ outcomes

improved direct report and supervisor ratings of performance

significant return on investment

Specific outcomes

improvements in performance and self-perception

transfer of training and coaching skills

change in behaviours due to increased change motivation and goal concreteness

Grant, 2008

SOME SCIENCE AND EVIDENCE “Coaching Psychology focused on the application of validated psychological methods to facilitate the growth and development of our clients” Grant, 2008 Early predominance of uncontrolled group studies and case studies Emerging empirical support for the effectiveness of work place and life coaching Underpinning ideas Assumptions about people and how people become motivated Adult, person centred process, Uses theories about development – adult and child Often strengths based

“Coaching Psychology focused on the application of validated psychological methods to facilitate the growth and development of our clients”

Grant, 2008

Early predominance of uncontrolled group studies and case studies

Emerging empirical support for the effectiveness of work place and life coaching

Underpinning ideas

Assumptions about people and how people become motivated

Adult, person centred process,

Uses theories about development – adult and child

Often strengths based

A SERIOUS ATTEMPT Practical relevant and evidenced- based leadership framework Focus on strengths rather than weaknesses Comprehensive 360 report Constructive discussions in workshop Structured and clear way of linking results of 360 to personalised practical action plans: Capability strengths Personal interest / “passion” Organisational needs Sound justification/ motivation for further development “ Very positive response where participants shared their results with direct reports” Some incorporation of learnings/ action plans & language with existing change & business processes, making the learnings “part of the day job” Deloittes Brisbane, 2008

Practical relevant and evidenced- based leadership framework

Focus on strengths rather than weaknesses

Comprehensive 360 report

Constructive discussions in workshop

Structured and clear way of linking results of 360 to personalised practical action plans:

Capability strengths

Personal interest / “passion”

Organisational needs

Sound justification/ motivation for further development

“ Very positive response where participants shared their results with direct reports”

Some incorporation of learnings/ action plans & language with existing change & business processes, making the learnings “part of the day job”

Deloittes Brisbane, 2008

EVALUATION / TRACKING OF ROLLOUT Evidence in Kirkpatrick’s framework Personal Reaction / Happiness: “ Workshop good” Learning: “ Workshop feedback indicates a level learning of the leadership framework and approach. [CE] observed that already the quality of discussion and level of insight around leadership matter between Partners has increased noticeably already. Early days” Behavioural changes: “ Nothing reported apart from verbal behaviour (above). Early days” Business impact: “ Nothing reported so far. Early days” Deloittes Brisbane, 2008 We can only conclude it’s too early to know

Evidence in Kirkpatrick’s framework

Personal Reaction / Happiness:

“ Workshop good”

Learning:

“ Workshop feedback indicates a level learning of the leadership framework and approach. [CE] observed that already the quality of discussion and level of insight around leadership matter between Partners has increased noticeably already. Early days”

Behavioural changes:

“ Nothing reported apart from verbal behaviour (above). Early days”

Business impact:

“ Nothing reported so far. Early days”

Deloittes Brisbane, 2008

We can only conclude it’s too early to know

AIMS OF SYDNEY COACHING RESEARCH PROGRAMME Develop evidence-based approach to coaching Study the development of the coaching industry Examine effectiveness of coaching Range of populations (adult, workplace, schools) Use coaching as real-life experimental methodology Develop more sophisticated coaching frameworks Integrate coaching and PP, use of mindfulness etc Anthony Grant 2008

Develop evidence-based approach to coaching

Study the development of the coaching industry

Examine effectiveness of coaching

Range of populations (adult, workplace, schools)

Use coaching as real-life experimental methodology

Develop more sophisticated coaching frameworks

Integrate coaching and PP, use of mindfulness etc

Anthony Grant 2008

WHAT’S DIFFERENT ABOUT THE COACHING PROCESS? Questioning – in particular, reflexive questioning Goal setting Type of intervention The coaching relationship (trust, collaboration, expectation management, person centred, ‘authenticity’) Co-creation of meaning and learning conversations

Questioning – in particular, reflexive questioning

Goal setting

Type of intervention

The coaching relationship (trust, collaboration, expectation management, person centred, ‘authenticity’)

Co-creation of meaning and learning conversations

RIGOROUS EMPIRICAL EVIDENCE “ To me, the single most important thing for coaching (and positive psychology) to keep in mind is the necessity of collecting rigorous empirical evidence This may be the only this that separates the field from earlier humanistic psychology and from current non-validated self-help books, while also dealing with difficult scientific issues concerning demand effects, placebo effects and just plain wishful thinking” “ Coaching … is especially vulnerable to these problems because of the commercial and money-making possibilities it presents” Ken Sheldon in Grant, A M, & Cavanagh, M (2007). Evidence-based coaching: Flourishing or languishing? Australian Psychologist , 42(4), 239-254.

“ To me, the single most important thing for coaching (and positive psychology) to keep in mind is the necessity of collecting rigorous empirical evidence This may be the only this that separates the field from earlier humanistic psychology and from current non-validated self-help books, while also dealing with difficult scientific issues concerning demand effects, placebo effects and just plain wishful thinking”

“ Coaching … is especially vulnerable to these problems because of the commercial and money-making possibilities it presents”

Ken Sheldon in Grant, A M, & Cavanagh, M (2007). Evidence-based coaching: Flourishing or languishing? Australian Psychologist , 42(4), 239-254.

A PROGRAMME Assessment and gap analysis Clarify where things are now and where they need to be Identify baseline business data Gain commitment from the client and selected individuals Outcomes defined Establish compelling and measurable outcomes Establish timeframes and measurements for success Delivery Work on the achievement of outcomes Address other challenges raised by the client Measurement and feedback Measure progress: new behaviour and business results Ask what they see and tell them what you see – is it the same?

Assessment and gap analysis

Clarify where things are now and where they need to be

Identify baseline business data

Gain commitment from the client and selected individuals

Outcomes defined

Establish compelling and measurable outcomes

Establish timeframes and measurements for success

Delivery

Work on the achievement of outcomes

Address other challenges raised by the client

Measurement and feedback

Measure progress: new behaviour and business results

Ask what they see and tell them what you see – is it the same?

“PSYCHOLOGICALLY-BASED” PROCESSES ACHIEVE MORE Psychological approaches compare favourably in benefits achieved Measured differences in well-being before improvement and vice versa – paradoxically? Anthony Grant, 2008 etc Fit to capacity of the individual rather than one size fits all Aly, 2009 Psychological clarity lifts funder confidence Making explicit agreements with clients about roles and ways of working goals, standards expected and results achieved Encourages client to more rapid achievement … and us to more work opportunities

Psychological approaches compare favourably in benefits achieved

Measured differences in well-being before improvement and vice versa – paradoxically?

Anthony Grant, 2008 etc

Fit to capacity of the individual rather than one size fits all

Aly, 2009

Psychological clarity lifts funder confidence

Making explicit agreements with clients about

roles and ways of working

goals, standards expected and results achieved

Encourages client to more rapid achievement … and us to more work opportunities

WHICH BIT OF COACHING IS WORKING AND HOW DO WE STOP DOING THE OTHER Goal Attainment Scaling (GAS) Simple scaling; Levels of attainment Presence/Absence of Mental Distress DASS: Depression, Anxiety and Stress Scale Presence/Absence of Well-being QOLI; PWB; SWB; Hope; Cognitive Hardiness; Workplace Well-being Index Metacognitive Processes MAAS; SRIS: Schutte EI Scale Skills Development Goal-focused Coaching Skill Questionnaire

Goal Attainment Scaling (GAS)

Simple scaling; Levels of attainment

Presence/Absence of Mental Distress

DASS: Depression, Anxiety and Stress Scale

Presence/Absence of Well-being

QOLI; PWB; SWB; Hope; Cognitive Hardiness;

Workplace Well-being Index

Metacognitive Processes

MAAS; SRIS: Schutte EI Scale

Skills Development

Goal-focused Coaching Skill Questionnaire

A PSYCHOLOGIST WHO COACHES A PSYCHOLOGIST WHO COACHES Data Research Guts Practice results -based to be evaluated sniff out snake oil to evaluate beyond easy showing benefits turning down bad business using data using theory efficiency effectiveness practical options theory best method baseline plans & goals needs & gaps before & after facts not faith priorities

DATA Facts not faith Ready, willing and able to use data and research in practice Needs and gaps Comparison with other investments in performance improvement Priorities Value for money / effort / time? Plans and goals Match to business benefits most valued and impact felt Before and after Lessons learned, by coach and coachee, in the eyes of self, oner another and respective peers, seniors and clients Are we there yet? Ask Fitzpatrick!

Facts not faith

Ready, willing and able to use data and research in practice

Needs and gaps

Comparison with other investments in performance improvement

Priorities

Value for money / effort / time?

Plans and goals

Match to business benefits most valued and impact felt

Before and after

Lessons learned, by coach and coachee, in the eyes of self, oner another and respective peers, seniors and clients

Are we there yet?

Ask Fitzpatrick!

RESEARCH Theory Why coaches and coachees achieve differently? Baseline What are we trying to fix? Why? Practical options Which coaches achieve with which methods? Which methods work with which issues? Best methods Approach? Framework? Values? Philosophy? Efficiency Cost? Time? Effort? Acceptability? Desirability? Effectiveness Durability? Comparability? Sustainability?

Theory

Why coaches and coachees achieve differently?

Baseline

What are we trying to fix? Why?

Practical options

Which coaches achieve with which methods?

Which methods work with which issues?

Best methods

Approach? Framework? Values? Philosophy?

Efficiency

Cost? Time? Effort? Acceptability? Desirability?

Effectiveness

Durability? Comparability? Sustainability?

PRACTICE Using theory Not necessarily based on it, but aware of and influenced by it To contribute to development of more practical theory Using data To set expectations about what is and isn’t achievable To select practical options best suited to goals sought To gauge appetite and cost of change – responsibly Showing benefits To prove we did what we promised, in the agreed time and way Turning down bad business To get out of working for people for whom I’ll add nothing To avoid clients who don’t really want to progress To have more fun – together

Using theory

Not necessarily based on it, but aware of and influenced by it

To contribute to development of more practical theory

Using data

To set expectations about what is and isn’t achievable

To select practical options best suited to goals sought

To gauge appetite and cost of change – responsibly

Showing benefits

To prove we did what we promised, in the agreed time and way

Turning down bad business

To get out of working for people for whom I’ll add nothing

To avoid clients who don’t really want to progress

To have more fun – together

GUTS Results based To recognise that affiliations and qualifications and good practice are no substitute for achievement and performance – ever Beyond easy To do the job that needs to be done, even when individual clients are willing to pay for comfort instead To evaluate To close the data-gap between intention and achievement To be evaluated To listen and learn from the uncomfortable – at least sometimes To sniff out snake oil To ask questions, wait for answers, insist on evaluation and stop doing what doesn’t stack up – if it’s snake oil, burn it

Results based

To recognise that affiliations and qualifications and good practice are no substitute for achievement and performance – ever

Beyond easy

To do the job that needs to be done, even when individual clients are willing to pay for comfort instead

To evaluate

To close the data-gap between intention and achievement

To be evaluated

To listen and learn from the uncomfortable – at least sometimes

To sniff out snake oil

To ask questions, wait for answers, insist on evaluation and stop doing what doesn’t stack up – if it’s snake oil, burn it

PSYCHOPATHOLOGY OR WELL-BEING IN THE COACHING POPULATION After Anthony M Grant, Coaching Psychology Unit, Univ. of Sydney 2008 Is coaching psychology flourishing? Very High Very High Psychopathology Well-being

After Anthony M Grant, Coaching Psychology Unit, Univ. of Sydney 2008

Is coaching psychology flourishing?

THE DOWN SIDES Major Psychopathology High Well-Being Low Mental Health High Level of Intentional Goal striving Low Level of Intentional Goal striving Acquiescent Languishing  ‘ Normal’  Distressed but functional

BUT ABILITY  WILLINGNESS Anthony M Grant, Coaching Psychology Unit, Univ. of Sydney 2008 Is coaching psychology flourishing?

Anthony M Grant, Coaching Psychology Unit, Univ. of Sydney 2008

Is coaching psychology flourishing?

WHICH WAY TO GO FURTHER? Working alliance O’Broin, A., & Palmer, S. (2006). The coach-client relationship and contributions made by the coach in improving coaching outcome. The Coaching Psychologist , 2, 16-19. Solution-focused counselling Egan, G. (2002). The skilled helper: A problem-management and opportunity-development approach to helping (7th ed.). Pacific Grove, CA: Brooks/Cole. Transtheoretical model of behaviour change Levesque, D A, Prochaska, J M, & Prochaska, J O (1999). Stages of change and integrated service delivery. Consulting Psychology Journal: Practice & Research , 51, 226-241. Motivational interviewing Passmore, J. (2007). Addressing deficit performance through coaching – using motivational interviewing for performance improvement at work. International Coaching Psychology Review , 2, 265-275. Adaptation to transition Schlossberg, N. K., Waters, E. B., & Goodman, J. (1995). Counseling adults in transition: Linking practice with theory (2nd ed.). NY: Springer. Client assessment for therapy Joyce, A S, & McCallum, M (2004). Assessing patient capacities for therapy: Psychological-mindedness and quality of object relations. pp. 69-100 in Charman (Ed.), Core processes in brief psychodynamic psychotherapy NJ: Lawrence Erlbaum. Integration of multiple theoretical approaches Passmore, J. (2007). An integrative for model for executive coaching. Consulting Psychology Journal: Practice and Research , 59, 68-78..

Working alliance

O’Broin, A., & Palmer, S. (2006). The coach-client relationship and contributions made by the coach in improving coaching outcome. The Coaching Psychologist , 2, 16-19.

Solution-focused counselling

Egan, G. (2002). The skilled helper: A problem-management and opportunity-development approach to helping (7th ed.). Pacific Grove, CA: Brooks/Cole.

Transtheoretical model of behaviour change

Levesque, D A, Prochaska, J M, & Prochaska, J O (1999). Stages of change and integrated service delivery. Consulting Psychology Journal: Practice & Research , 51, 226-241.

Motivational interviewing

Passmore, J. (2007). Addressing deficit performance through coaching – using motivational interviewing for performance improvement at work. International Coaching Psychology Review , 2, 265-275.

Adaptation to transition

Schlossberg, N. K., Waters, E. B., & Goodman, J. (1995). Counseling adults in transition: Linking practice with theory (2nd ed.). NY: Springer.

Client assessment for therapy

Joyce, A S, & McCallum, M (2004). Assessing patient capacities for therapy: Psychological-mindedness and quality of object relations. pp. 69-100 in Charman (Ed.), Core processes in brief psychodynamic psychotherapy NJ: Lawrence Erlbaum.

Integration of multiple theoretical approaches

Passmore, J. (2007). An integrative for model for executive coaching. Consulting Psychology Journal: Practice and Research , 59, 68-78..