How do you navigate a situation where a client insists on contacting you during your personal time?

Navigating a situation where a client insists on contacting you during your personal time requires setting clear boundaries and communicating them effectively. Begin by having an open and honest conversation with the client, explaining the importance of maintaining a healthy work-life balance to ensure you can provide the best possible support during scheduled sessions. Clearly outline your availability and preferred methods of communication, specifying the hours when you are not available for work-related matters. Reinforce these boundaries in writing, such as in a coaching agreement, to ensure mutual understanding. If the client continues to contact you during your personal time try to find alternative solutions if possible.

To navigate a situation where a client contacts you during personal time, set clear boundaries by politely informing them of your working hours. Explain that you will address their concerns during business hours and provide an alternative contact for urgent matters if necessary. Be firm yet respectful, emphasizing the importance of work-life balance. If the issue persists, remind them of your availability in writing and offer solutions to manage urgent requests within working hours. This approach maintains professionalism while protecting your personal time.

An often-overlooked aspect of coaching is the power of leading by example. By demonstrating the importance of time management and showing how we value our downtime, we convey a message far stronger than words ever could.

Establecer límites es importante, pero los límites pueden no ser tajantes. Por un lado, es necesario que el coachee tenga un canal de comunicación entre sesiones, a través del cual pueda hacer consultas o comentarios acerca de eventuales ejercicios que le hayas propuesto o pueda actualizar la ejecución de hábitos, si eres su accountability partner. Sin embargo, debes aclarar tu horario hábil y la imposibilidad de responder de inmediato, por la naturaleza de tu trabajo. Si el coachee utiliza este canal como un medio para hablar de temas que se tratan en sesión, tendrás siempre la opción de silenciar sus mensajes y no responder hasta que estés en horario hábil. A veces solo quiere expresar una reflexión y no necesita una respuesta.

Clearly communicate your availability and establish specific times for client interactions, emphasizing the importance of personal time for both parties' well-being. For example, you could say, "I'm available for coaching sessions from 9 AM to 6 PM, Monday to Friday. This ensures I'm fully present and effective during our sessions." If a client persists in contacting you outside these hours, gently remind them of the agreed-upon boundaries and suggest scheduling a time during your working hours to address their concerns. Supporting evidence shows that professionals who set clear boundaries experience less burnout and increased job satisfaction. And remember, as they say, "Good fences make good neighbors... and happy coaches!"

When a client won't honor my boundaries, I do a three step process. 1) I reiterate in writing what my boundaries are. I send one email to that effect. I will do this three times.I do so nicely, but firmly, and, as this is something I teach them to do for themselves, I use it as an example of the need for boundaries. 2) The fourth time, I send a copy of the contract they sign with the information about my office hours highlighted. With that, I give them a warning that I will terminate their contract with cause should they continue the action. In both the first contacts and this one, I explain why my boundaries are important to me. 3) If they continue to bother me, I terminate them.

If a client contacts me outside of coaching hours, I first always make sure it is not an emergency. As mental health professionals, I feel this is very important. If it is not, I remind them of my coaching hours and that I will respond then. I find that often people are working on how to establish healthy boundaries for themselves and how to respect boundaries in others, so it can actually be utilized as a very teachable moment.

I have very few clients who contact me and expect a reply outside of work times. Working in different time zones can be tricky but we all acknowledge that there will be a lag as our working day differs. On the rare occasion the expectation is to receive a reply, I will send a quick response followed by a full reply later. However most of our requests arrive with a, please done feel you have to reply until Monday.

If boundaries are clearly communicated and practiced, there shouldn't even be a means of contact outside of what is appropriate. Review policies in the contract, provide coaching-specific communication channels, don't share personal information, and don't reply outside of working hours (even if you are at your desk). Make exceptions with caution and only at your discretion (not the client's) - but break your own rules if you want to!

Un canal de comunicación asincrónico o la posibilidad de abrir la sesión preguntándole si hay algo de lo que quiera hablar son, por ejemplo, dos alternativas que puedes ofrecer tu coachee. También puede existir un código especial, como llamada telefónica, en caso de urgencia. Lo importante es que cumplas con respetar tú mismo/a tus horarios hábiles y canales de comunicación formales.

It’s important to handle it with care. Start by clearly communicating your working hours and the importance of maintaining a balance between work and personal life. Offer specific times when you're available for contact and suggest using those for calls or meetings. Share a communication policy to set clear expectations about how and when they can reach you. Consider using scheduling tools to manage appointments and set up automated responses for messages received outside your working hours, letting them know when you’ll get back to them. Discuss the importance of respecting personal time and, if necessary, provide a clear protocol for handling urgent issues.

Consistent Behavior: Consistently uphold your boundaries to establish and maintain a professional relationship. This consistency builds respect and understanding over time. Positive Language: Use positive language to frame your boundaries, emphasizing your commitment to providing the best service during your working hours.

One also has to take in account that there might be a reason for the client to ask. For example to discuss a subject where there is high stakes in place. You can always listen and decide then to adjust the boundaries.

It′s great if they have so much trust into the process that they are open to let me know in case of struggles. It is a sign of trust and relationship. Nevertheless, I let them know my rules in answering them right at the beginning to avoid misunderstandings and dissapointments. I also work with my clients in a way to self-cover challenging issues as it is not my intention to bind them to me.

En mi experiencia, empatizar con mis clientes y dejar, expresamente, abierta la posibilidad de que se comuniquen entre sesiones, ha reforzado la generación de confianza y su sensación de que cuentan conmigo. Basta con que sepan que los leeré y/o responderé cuando pueda, para que esperen con tranquilidad hasta mi siguiente horario hábil y disponible. Hay personas que generan reflexiones después de las sesiones; otras que no tienen con quien más comentar acerca de los temas que están trabajando; algunas expresan cambios drásticos de ánimo que pueden dar luces de algo más y, como coaches, es importante estar atentos y sugerirle pasos a seguir (como contactar a un profesional de la salud).

Evaluate Boundaries: Regularly evaluate the effectiveness of your boundaries and be open to making adjustments if necessary. Client Feedback: Seek feedback from clients to ensure that your boundaries are respectful and clear, and adjust your approach if they feel neglected or undervalued.