Top 10 Ways to Help Your Clients – adapted for Agile coaches from Edgar Schein's 10 Consulting Principles
Edgar Schein is a former MIT professor at the Sloan School of Management and author of numerous books on organizational development, the consulting process as well as other subjects. Schein's work is based on over forty years of consulting experience. He is also generally regarded as the originator of the term 'organizational culture'.
Schein views the consulting process as essentially a 'helping' relationship between the consultant and the client. He gauged each interaction with a client by the degree that the relationship had been helpful and whether or not the client felt helped.
I found Schein's list of ten tips on creating and maintaining a helpful client relationship to be directly applicable to our work as coaches and essential to helping us create and maintain great relationships with our clients. I have included Schein's list below along with one additional tip and a bit of personal commentary.
1. Always try to be helpful – Coaches have to know when to help, how to help and learn to see what the client is really asking.
2. Always stay in touch with the current reality – this could be the most important principle because it is really about being mindful. Staying present and aware of what is happening here and now is one of the most fundamental skills that a coach should develop and the key to performing well with all of the other principles listed here.
3. Access your ignorance – asking ourselves what we really know vs. what we think we know is an important exercise for coaches and one that can help keep us grounded and in touch with what is happening now. In other words, question your assumptions.
4. Everything you do is an intervention
5. It is the client who owns the problem and the solution
6. Go with the flow – if you remember principles one through three you should have not trouble with this one
7. Timing is crucial –Finding the proper moment to bring up a sensitive subject is crucial to building and maintaining a helpful relationship with your client.
8. Be constructively opportunistic with confrontational interventions – there are times when clients are more likely to respond to intervention. Be patient and wait for the right time. Any questions see principles two and seven.
9. Everything is a source of data; errors are inevitable – as Schein says, we all make mistakes. We, as coaches, have to accept the fact that we make mistakes and do what we tell our clients to do – learn from them.
10. When in doubt share the problem – this one is about coaches helping each other, which is something that we do continuously at Big Visible.
I really like this list and find it helpful to refer back to it occasionally. However, I would like to add one of my own…
11) Set expectations up-front and adjust as necessary – your personal preferences and coaching style and that of your client's will contribute to the specifics of this conversation, but suffice it to say that open, authentic, conversation about expectations is essential at startup and throughout the process.
