Executive Coaching Within Organizational Parameters

In my efforts to help potential Coaches to become phenomenal Coaches and Organizational Consultants I want to share a theoretical scenario with key indicators and best practices. I presented this body of work during my undergrad. So please try not to be too critical & enjoy!

Executive Coaching is a beautiful assortment of professional and personal development, maximizing human performance in an occupational environment is the desired objective. There are many ways to go about the accomplishment of this goal, or this set of goals rather. There is going to be a lot of work put into the introduction stage, assessment, development of a strategic action plan, agreement on intervention, implementation, revisit, and feedback. There are multiple moving parts, and variables to be aware of. Coaching is an extremely professional practice and though good coaches and client’s results make it look easy, very rarely is that the case.

Section 1: Consultation Strategy

A description of your company or individual consulting skills that indicate that you are a good fit for the organization

My company is Mindshare Leadership LLC. My name is Shaan Rais, I am the CEO and president. I have a background in Cognitive Behavioral Therapy, I am a Certified Alcohol and Substance Abuse Counselor, I am a Certified National Recovery Coach, and I am a Personal Fitness Trainer and a Nutritional Specialist. I have also been a Consultant for the state of New York for many years/non-profit. I have a Coaching business that I operate online through the medium of tele/video conference Coaching. Omni-Solutions Consultation is our exclusive Executive & Organizational Coaching and Consulting Company.

The case study that I chose to take on is Case Number 3. Services for the Lost is a 15 Million dollar nonprofit that services the severely mentally ill. They have done extremely well for themselves and have gone from relative obscurity to a prominent provider of these services, replete with full staff, budget, and they have recently transitioned from the Executive Director that they have had for the past 12 years, to Julie (pseudonym, completely theoretical; i.e. Julie does not truly exist) who is to be their permanent ED from this point forward.

At first, everything appeared to be solid with Julie, she comes highly recommended, meets the qualifications, and has had the prior successes that are required to succeed in this capacity. It has been noticed, with apprehension, for the last 3 months, that Julie has grown to be rather controlling. Her behavior has been described as erratic and excessively needy. The employees, who are used to relative occupational autonomy, have been voicing concerns with being micro-managed and having the whip cracked over their heads. (Sound Familiar?)

Investors and principal founders are becoming worried because they do not want to lose the synchronous, well oiled, machine that has been able to help so many customers up until now. They are concerned that they may have hired the wrong person, and they want to be sure of her competence and commitment to the mission of the organization, and that she has the ability to work with a team, in a leadership capacity, and utilize the soft skillset that was so instrumental in her hire.

The strategies you would use to approach the organization in order to present the company and/or individual consulting skills

I have been recruited through my network and a proposal has been requested of me for Executive Coaching. The organization would like to hire my services for the purpose of working with Julie to optimize her performance. I have had the unique pleasure of coaching one of the Board Members through a grief/loss issue that impacted their performance at another company, and my name was mentioned as a possible resource to remedy the organization’s concerns pertaining to Julie.

The professional contact and my company went back and forth with a couple of emails and texts throwing around the idea of what this would look like, and entail. He explains the objectives they are trying to achieve with this hire, where they are trying to go, and specific benchmarks they are interested in. I ask for time to independently assess the company, and do so for a couple of weeks, before I re-engage with my contact, and tell him that I would be interested in pursuing this further. He expresses his delight, informs that Julie has already been made aware of this complimentary 12-month Executive Coaching arrangement, and she is interested in getting started. I expressed appreciation for the recommendation and forwarded Julie a standard Executive Coaching contract with the Board of Directors and Founders cc’d.

A sample contract that you develop that will clarify the consultation process based on a needs assessment

Executive Coaching Agreement with Shaan Rais Coaching & Consultation

(Mock Contract)

Thank you for becoming a valued Executive Coaching Client! Below is the coaching retainer agreement. Please read it and sign by filling in the forms at the end. You will receive a copy via email for your records.

Shaan Rais Coaching & Consultation is part of Omni-Solutions Consultation, LLC. The documentation you receive will reflect "Omni-Solutions Consultation, LLC."

After completing the form you will be redirected to a page with details about scheduling your appointments.

• Business Coaching Agreement
• Agreement between: Shaan Rais, Omni-Solutions Consultation, LLC (Coach) and Julie Sandoval, as per Services for the Lost (Client) whereby Coach agrees to provide Executive Coaching Services for Client for up to one year from today’s date.
• Description: Coaching is an alliance between the Coach and the Client in a thought-provoking and creative process that inspires the client to maximize personal and professional potential.

• Responsibilities:

• 1. The Client is responsible for creating and implementing his/her own physical, mental and emotional well-being, decisions, choices, actions and results. As such, the Client agrees that the Coach is not and will not be liable for any actions or inaction, or for any direct or indirect result of any services provided by the Coach. Client understands coaching is not therapy and does not substitute for therapy if needed, and does not prevent, cure, or treat any mental disorder or medical disease.
• 2. The Client understands that coaching is not to be used as a substitute for professional advice by legal, mental, medical or other qualified professionals and will seek independent professional guidance for such matters. If Client is currently under the care of a mental health professional, Coach will recommend that Client inform the mental health care provider.
• 3. The Client agrees to communicate honestly, be open to feedback and assistance and create the time and energy to participate fully in coaching.

• Services: The parties agree to engage in a recurring monthly coaching retainer, up to four (4) coaching sessions per month for a maximum of 44 coaching sessions per year. The parties shall meet in person at client’s organization, by phone, or video conference. The Coach will be available to Client by e-mail and voicemail in between scheduled meetings as time permits.

• Schedule & Fees: This agreement is valid beginning on the date signed below. The fee is $2,000 per month for the coaching retainer and will be paid on a recurring basis every 30 days, starting with the first payment today. The Client is responsible for scheduling all coaching sessions with the Coach. Any time not scheduled during the monthly retainer is forfeited by the Client.

• Coaching Session Procedure:
• 1.   If meeting by phone/video conference, the Client will initiate all scheduled calls and will call the Coach’s designated phone number at 987.654.3210/012.345.6789 at the appointed time.
• 2.   The calls/meetings shall be 120 minutes in length.
• 3.   The time of the coaching meetings will be determined by Coach and Client based on a mutually agreed upon time using an online scheduling system, initiated by the Client.
• 4.   If the Coach will be at any other number for a scheduled call, the Client will be notified prior to the scheduled appointment time.
• 5.   If the Client is more than 15 minutes late than the appointed time, the scheduled time will be forfeited by the Client.
• Confidentiality: This coaching relationship, as well as all information (documented or verbal) that the Client shares with the Coach as part of this relationship, is bound to confidentiality by the International Association of Coaching’s Code of Ethics but is not considered a legally confidential relationship (like in Medicine or Law). The Coach agrees not to disclose any information pertaining to the Client without the Client’s written consent. The Coach will not disclose the Client’s name as a reference without the Client’s consent. Confidential information does not include information that: (a) was in the Coach’s possession prior to its being furnished by the Client; (b) is generally known to the public or in the Client’s industry; (c) is obtained by the Coach from a third party, without breach of any obligation to the Client; (d) is independently developed by the Coach without use of or reference to the Client’s confidential information; or (e) that the Coach is required by law to disclose.

• According to the ethics of our profession, topics may be anonymously and hypothetically shared with other coaching professionals for training, supervision, mentoring, evaluation, further coach professional development and/or consultation purposes.

• Cancellation Policy: Client agrees that it is the Client's responsibility to notify the Coach 24 hours in advance of the scheduled calls/meetings. Coach reserves the right to bill Client for a missed meeting. Coach will attempt in good faith to reschedule the missed meeting.

• Termination: Either the Client or the Coach may terminate this agreement at any time with two (2) weeks written notice.

• Limited Liability: Except as expressly provided in this agreement, the Coach makes no guarantees or warranties, express or implied. In no event will the Coach be liable to the Client for consequential or special damages. Notwithstanding any damages that the Client may incur, the Coach’s entire liability under this agreement, and the Client’s exclusive remedy, will be limited to the amount paid by the Client to the Coach under this agreement for all services rendered up until the termination date.
• This is the entire agreement of the parties, and reflects a complete understanding of the parties with respect to the subject matter. This agreement supersedes all prior written and oral representations.
• If a dispute arises out of this agreement that cannot be resolved by mutual consent, the Client and Coach agree to attempt to mediate in good faith for up to 30 days after notice given. If the dispute is not resolved between the Coach and Client the two parties agree to resolve the dispute through mediation.

• Thank you!

• Please sign below by entering your name, email address and date. You will be sent a copy of this agreement by email for your records.

This is the standard for doing business with an organization. The client is still the individual, as per the organization from whence they come. Many times there will be another form of the contractual agreement between the individual and the organization that is paying for the Coaching fees and program. There are instances in which the Coach will have a contract with the organization and not a formal contract with anyone individual as they may work with many. However, I think it best practices when dealing with one individual to have a contract in place that recognizes their individuality. This is usually done in a formal Executive Coaching Proposal which I have sent in email form, much more detail, visual, and illustrious.

Section 2: Intervention Action Plan

A description and rationale of assessment tools you will use to determine/diagnose the issues.

When I meet with a client in their organization for an initial meeting, I introduce myself, and I and the client are in a rapport-building sequence. They are often a slight bit apprehensive or defensive due to my presence, and they assume a role of guilt or ambiguity. It is my job to overcome this barrier and establish rapport.

I assure them that I have not come to judge, but to partner. I do this through having a basic light conversation, sports, weather, hobbies, almost anything to get their mind off of why I am there. I instead focus on who they are, who I am, while doing this I am subtly determining whether or not fit exists.

When it is determined that fit does exist, and they are opening up, maintaining eye contact, etc. I go into the surface of what coaching is and why there is no need to be apprehensive. I go into the spiel of how Michael Jordan and Tiger Woods all had Coaches, and they should be honored to be a star player, and have the full support of the entire organization’s resources on their side.

As a wrap up I discuss what the contract means, the ramifications of the agreement, the apps they will be required to get in order to do the video conferencing. I test their technology and show them the simplicity, so there is no technological barrier, and I leave them with the physical proposal, as well as a form to fill out thoroughly.

This is their first piece of homework. It is a very topical life area assessment form. Things of import, relationships, aspirations, goals, sensitive areas to be avoided, what they would like to see accomplished at the end of our journey, etc. This is for the purpose of assessing their thought patterns, and things of import, either imparted or omitted. There is also a lot to be said about a person from their handwriting. Oh yes, I ask them to fill this form out with a pencil if possible, no typing.

This is a light version of an Eriksonian Biopsychosocial assessment that comes from my days of clinical practice. However, as opposed to the backward focus on the past, our focus takes us from the present forward. This is not the rudimentary, intrusive, deficits focus on clinical reverse engineering, this is the totally opposite. We don’t try to delve too deeply into what happened ‘to’, but what happens ‘from’ this point forward. At times this will require addressing a situation that appears to be the precipitating event, that is completely at the discretion of the client though. I am experienced and prepared for it should it be needed. 

The agenda is that we meet for the first 4 weeks once, then the 6th week, then beginning the 90th day we will begin the implementation phase.

Omni Solutions Consultation operates from a base of Unconditional Positive Regard, with that being said we do not judge the individual. We accept the individual as they are and work with them to achieve goals set by them. We check for the coordinates, like unto air traffic control - they are the pilot, and we mutually agree on a course of action for the purpose of arriving at the destination in a timely manner with the least risk. One of our foundational principles is to do no harm, so we do not explore, or probe into unchartered territory. We stay solution focused, hence the name of the company.

The identification of interventions for change that you will implement based on your assessment(s) and why you chose these interventions

Interventions are set to the goal. We have a goal, action (intervention) step, and outcome. We set these goals in the 6th week. This has given us time to build rapport and a foundation of trust. I know more about them, and I can assess whether the goals we come to agree upon are realistic or not. They know me and have grown to have confidence in my competence, so I can challenge effectively, and they are aware that it comes from a place of positive regard.

We set 4-6 goals and we mutually design action steps for them utilizing a micro-macro approach I have designed. The client decides the macro (long term) goal, and then they - with my assistance - decide what micro (short term) actions will get them to their goal within 2-3 months. For each goal this is 3 month long actions, in weekly increments, to arrive at the goal.

For instance, they feel they are not waking up early enough to be effective. The first week set time, the second week - a trial run, the third week - evaluate, the fourth week - implement as common practice. After doing this for a month straight we revisit and evaluate whether it is sufficient, and the difference is realized. One more month for double-check purposes, just to be sure, next goal or we tweak if any changes are needed. This is a PDCA model, plan, do, check, and adjust.

A step-by-step implementation action plan that includes milestones and timelines

We set one goal for each week, equaling 4 goals a month, we check 2 bi-weekly, or all 4 once a month, while maintaining email and text contact for any issues that may arise prior to the predetermined meeting, and move forward accordingly. Following this process, over the course of 6 months we have successfully implemented 6-8 new behaviors, moderately implemented or changed a few, and eradicated 6-8 limiting behavior that negatively impacted optimal performance. The strength in the coach/client alliance, of the approach, goals set, and the client’s commitment is indicated by the feedback loop agreed to from the onset by the organization with regard to the performance of the client. We utilize this incremental intervention implementation approach so as not to overwhelm the client, or intimidate them. Small accomplishments grow the sense of competence and autonomy.

Note: This is a theoretical best case scenario case study. Coaching is a practice whose agenda is completely set by the client. The Coach shares the structure of best practices in order to get goals accomplished from an evidenced based perspective. However, it is completely upon the discretion of the client to agree to and initiate the action phase. As opposed to the traditional clinical therapeutic scenario coaching is not mandated, nor is it compulsory.

When it comes to benchmarks and feedback, we have multiple hurdles for the purpose of checking our progress. We implement 90, 180, and 270 day progress reviews, so from the client’s perspective we are able to check, and then recheck our progresses. We also do this through the organization’s performance appraisal. It is of the utmost import that we retain focus upon the main purpose that brought us into the alliance, and that is for performance optimization, with regards to the organizational objectives.

Feedback is also given to the client following each session as per the progresses made, and an assessment is also afforded the client as to the performance of their coach. How do they feel about the progress, and is there an alternative method they would like for the Coach to consider? How are they experiencing the results in relation to their position, what changes are they experiencing in their personal lives, has anyone close commented on their change process?

There will, in Executive Coaching within organizational parameters, be accountability between the client and the organization as to their performance enhancement, or lack thereof. There will also in most instances exist an appraisal and feedback loop directly between the coach and the organization, for the purpose of obtaining the organization’s perspective in regards to efficiency of the coaching process.

A description of ethical dilemmas that could arise during the consultation and strategies to address the dilemmas

There are stringent ethical standards that are to be observed in the Coaching practice like any other profession. He / She comes from a ‘do no harm’ perspective, as well as clinical, though we do relatively deal with extremely high functioning individuals, that is not to say that people cannot be taken advantage of. It is not ethical to allow for transference or countertransference without addressing it from the onset. It is easy for a coach to feel omnipotent, and it is easy for a client to feel dependent, and look upon their coach as their ‘guru’.

This can take the coaching to a place that is unhealthy for both parties. It is easy to understand how the person with the answers can be perceived as the positive person within a dynamic that is beholding power differential. This is one of the reasons to frame the practice around equality between high functioning adults, as opposed to a therapist and poor lowly patient mindset.

In clinical practice there is fundamentally supervision in place. At Omni Solutions Consultation we pride ourselves on having what we call ‘Sounding board Saturdays’ where all our Coaches collaborate in an online environment for the purpose of expressing any concerns, and getting the feedback needed to proceed forward healthily from professional peers. This is where young coaches can get mentorship from older more experienced coaches in a culture of feedback and coach coaching.

Another ethical issue could present itself as breach of confidentiality. If I were to share what she expresses, or what I have been told by the company as regards her performance, I would be in a state of egregious breach. If I were to reveal her identity to one of my peers during a reflective sounding board, I would be out of the parameters of our contract, and if they were to then speak to someone else, and it get back to the client directly, or indirectly, the trust that had been built would be destroyed, and I could be sued as a result. Though there is no license to lose in Coaching, all we have is our word, good name, and reputation.

The steps you will take to determine the effectiveness of interventions (i.e., evaluate the success of the interventions)

At Omni Solutions Consultation we coach from a person centered, strengths based perspective. This means that we are in alignment with the person’s goals and desired accomplishments. We will be able to determine whether or not our coaching has been effective through the contentment, self-realization, and actualization of the client. There have been instances where we may have been brought on to coach a person back into alignment with their occupation, only for the client to realize, through reflective coaching, that they were in the wrong field. In that case we did not fail, the client was more content than they had ever been, and was very grateful for the service we had provided.

We will ultimately be able to determine the effectiveness of interventions, if/and when they deliver the client the desired results. Progress reviews are scheduled the way that they are for reflective assessment. If the client states that they are content, reaping the rewards, results, and ready to move forward, this is what we do. If they state that they are out of alignment with x goal, and they need for x to switch to y, then that is equally fine. Person centered coaching is just that, it is Executive in that we are dealing with a professional in professional pursuits, and not substance abuse, or trauma induced clinical care.

Summary:

           As stated at the outset of this assignment, there are many factors to consider when working in the capacity of an Executive Coach. There is the coaching, the client, and the organization. There are human developmental needs, professional needs, and personal needs. There are intrinsic, extrinsic, and unquantified motivations that the client may not even be aware of at the onset of coaching, that they may become aware of during the discovery phase that changes the entire landscape of the objective. The goals, the organizational commitment, the objectives, everything is subject to change, and we are there to coach the person through the process wherever it may lead, as long as they are in a safe place, fulfilled, content, and satisfied. Coaching is an extremely professional practice and though good coaches and client’s results make it look easy, very rarely is that the case.

This is a completely theoretical situation that never happened. This is purely for learning purposes only. As potential coaches, individuals interested in becoming coaches, and/or organizational consultants these are some baseline practices and theories you want to have in place.

Please feel free to reach out to me for clarity concerning any part of this article, and look for more next Critical Coach Thinking Thursday!

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