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How to use coaching to create stronger client relationships
- 1. How to use coaching to create stronger client relationships Billie Geena Hyde SALT.agency @billiegeena slideshare.net/BillieHyde
- 2. How to use coaching to create stronger client relationships @billiegeena // #BrightonSEO
- 3. Have you ever wanted to ask a client “what the fuck are you on about”? @billiegeena // #BrightonSEO
- 4. How often do you question a stakeholder’s decisions? @billiegeena // #BrightonSEO
- 5. How often do you influence change by asking questions? @billiegeena // #BrightonSEO
- 6. By the end of this presentation, you’ll be able to influence decisions by asking questions @billiegeena // #BrightonSEO
- 7. Why should you listen to me Experienced SEO ILM certified coach Bossy AF Is always right Swamp Witch @billiegeena // #BrightonSEO
- 8. Table of Contents Coaching Principles 01 02 TGROW Coaching 03 How it applies to clients 04 Coaching conversations
- 10. How does coaching work 01 @billiegeena // #BrightonSEO
- 11. What is coaching A mutual conversation that follows a predictable process and leads to superior performance, commitment to sustained improvement, and positive relationships. (Denis Kinlaw) Fundamentals @billiegeena // #BrightonSEO
- 12. Fundamentals Purpose of coaching ● Coaching is about taking a person from one situation to another, a more desirable one. ● In order to achieve that, the person receives support from a designated coach. ● The role of the coach is not to teach, instruct or tell the coachee what to do. ● Coaching someone is about helping them to find their own solutions. @billiegeena // #BrightonSEO
- 13. Scale of Rapport 5 support, trust, positively connected 4 strong sense of knowing, understanding 3 genuine warmth, kinship 2 comfortable, familiar 1 some warmth 0 neutral
- 14. Scale of Rapport 0 neutral -1 hesitation, trepidation -2 some discomfort, detachment -3 awareness of dislike, disassociation -4 genuine aversion, antipathy, real dislike -5 hostile feelings, even loathing
- 16. TGROW Coaching Topic Goals Reality @billiegeena // #BrightonSEO
- 17. Understanding the Problem Opportunity Will @billiegeena // #BrightonSEO
- 18. It’s about how @billiegeena // #BrightonSEO Goal What do you want to achieve What will be happening when you have succeeded What aspect of this is most important to you Can this be a SMART goal?
- 19. It’s about how @billiegeena // #BrightonSEO Reality What is happening at the moment What stops you from moving on What have you tried What happened What have you learned
- 20. It’s about how @billiegeena // #BrightonSEO Options What could you do? What else could you do? What else? What are the advantages? What are the disadvantages of each option? What would you do if you had more time?
- 21. It’s about how @billiegeena // #BrightonSEO Will What will you do? What will be the first step? Who else needs to be involved? When will this be done by? When precisely are you going to start and finish each step? What support do you need?
- 22. Problem to Solve & Solution Problem to Solve Coaching is about asking questions to the “coachee” identifies their own problems or thoughts Solution Your questions will then lead them to a solution @billiegeena // #BrightonSEO
- 23. How this applies to clients 03 @billiegeena // #BrightonSEO
- 24. So coaching with clients… Unfortunately coaching with clients doesn’t work the same way as it would with regular coachees. @billiegeena // #BrightonSEO
- 25. Differences in coaching C They don’t want to think critically Neptune They don’t see the value Collaboration Clients are not hiring you to coach them Understanding There’s no coaching agreement @billiegeena // #BrightonSEO
- 26. Partnering with clients in a thought-provoking and creative process that inspires them to maximise their potential.” —ICF @billiegeena // #BrightonSEO
- 28. So get to the point already! @billiegeena // #BrightonSEO
- 29. In meetings… This only works in meetings @billiegeena // #BrightonSEO
- 30. Think about the flow Rapport Build that trust, ask how they are, and mirror them Purpose Ensure there is an agenda, pre-empt questions and needs Lead Clients make wild requests; use these opportunities to understand them 1st 2nd 3rd
- 31. When a request is made go back to the theory Topic Goals Reality @billiegeena // #BrightonSEO
- 32. Understanding the Problem Opportunity Will @billiegeena // #BrightonSEO
- 33. This process means You can see the current situation You can see the vision You can create more trust with the client You can keep the client on track You can better understand their industry You can empower the client You can learn the clients everchanging goals You can influence the conversation You can lead the client to the right focuses You client can start critically thinking Effective conversations
- 34. Conversation Pyramid(ish) Goal: Is this actually relevant? Is this feasible to the SEO goals? What would success look like? Why has this person chosen this? If it’s not feasible, can we make them come to that realisation themselves? TOPIC: Question from client
- 35. GOAL Realistic Opportunity Will TOPIC Questions Questions Questions Questions What is happening at the moment? What have you tried? What have you learned? What are the advantages/ disadvantages? What else could we do? What support do you need? What can you, the client influence? Is this a priority?
- 36. By delving deeper into a request from a client on a call, you can change their mind, help them prioritise, and better understand their mindset. “It’s simple, but so fucking powerful” — Me @billiegeena // #BrightonSEO
- 37. Thanks! Do you have any questions? billie@salt.agency @billiegeena