‘I know you believe you understand what you think I said but I'm not sure you realize that what you heard is not what I meant.’ (Alan Greenspan)
Clarity. Simple in principle, not always easy in practice. Paradoxically, a significant challenge to communication is human language. Words intended to build a bridge can so easily create a barrier. We may use the same words but mean something different things by them or use different words to mean the same thing – and very often without realising it. Linguists explain that words are connotative as well as denotive. This implies that their meaning, the associations they hold and the feelings they may evoke can shift markedly depending on context, culture, tone and relationship.
We may say something in irony. We may tell a joke with a straight face. We may make a harsh-sounding comment with a glint in our eye. We may make subtle gestures that fill in the gaps in verbal conversation. According to Transactional Analysis, we may make a statement at one level with an intention and implied meaning that’s completely different to the literal. These nuances challenge the limits of neuroscience and artificial intelligence. As social construction expert Kenneth Gergen asserts, ‘Neurobiology can tell us a lot about a blink, but nothing about a wink.’
I facilitated an astute cross-cultural group of women last week who practised skills of curiosity and inquiry. Instead of responding immediately to what they thought another person had said or meant – for example, by a statement, phrase or word – they would test their own assumptions by actively exploring that person’s intended message and meaning. It created a dynamic of interpretation based on dialogue, in contrast to an instinctive reaction to words at face value. It took time, patience, and a commitment to hear and understand. Conversations became richer and relationships grew deeper.
It's trickier in online conversations. We can find ourselves subconsciously searching hard for non-verbal cues we would ordinarily pick up when together in the same physical room – yet all we can see is head and shoulders in a 2-dimensional screen frame. This is one of the probable contributors to Zoom fatigue. If you have seen the film ‘Thirteen Days’ (2000) based on the Cuban missile crisis, it’s an extreme opposite example of trying to decode hidden messages and intentions based purely only observation of another party’s actions. It’s Chris Argyris’ Ladder of Inference on steroids.
What approaches, tools and techniques do you use to ensure clear communication?
(See also: Crossed Wires)
I took my mountain bike for repairs last week after pretty much wrecking it off road. In the same week, I was invited to lead a session on ‘use of self’ in coaching. I was struck by the contrast in what makes a cycle mechanic effective and what makes the difference in coaching. The bike technician brings knowledge and skill and mechanical tools. When I act as coach I bring knowledge and skills too - but the principal tool is my self.
Who and how I am can have a profound impact on the client. This is because the relationship between the coach and client is a dynamically complex system. My values, mood, intuition, how I behave in the moment…can all influence the relationship and the other person. It works the other way too. I meet the client as a fellow human being and we affect each other. Noticing and working with with these effects and dynamics can be revealing and developmental.
One way of thinking about a coaching relationship is as a process with four phases: encounter, awareness, hypothesis and intervention. These phases aren’t completely separate in practice and don’t necessarily take place in linear order. However, it can provide a simple and useful conceptual model to work from. I’ll explain each of the four phases below, along with key questions they aim to address, and offer some sample phrases.
At the encounter phase, the coach and client meet and the key question is, ‘What is the quality of contact between us?’
The coach will focus on being mentally and emotionally present to the client…really being there. He or she will pay particular attention to empathy and rapport, listening and hearing the client and, possibly, mirroring the client’s posture, gestures and language. The coach will also engage in contracting, e.g. ‘What would you like us to focus on?’, ‘What would a great outcome look and feel like for you?’, ‘How would you like us to do this?’
(If you saw the BBC Horizon documentary on placebos last week, the notion of how a coach’s behaviour can impact on the client’s development or well-being will feel familiar. In the TV programme, a doctor prescribed the same ‘medication’ to two groups of patients experiencing the same physical condition. The group he behaved towards with warmth and kindness had a higher recovery rate than the group he treated with clinical detachment).
At the awareness phase, the coach pays attention to observing what he or she is experiencing whilst encountering the client. The key question is, ‘What am I noticing?’
The coach will pay special attention to e.g. what he or she sees or hears, what he or she is thinking, what pictures come to mind, what he or she is feeling. The coach may then reflect it back as a simple observation, e.g. ‘I noticed the smile on your face and how animated you looked as you described it.’ ‘As you were speaking, I had an image of carrying a heavy weight…is that how it feels for you?’ ‘I can’t feel anything...do you (or others) know how you are feeling?’
(Some schools, e.g. Gestalt or person-centred, view this type of reflecting or mirroring as one of the most important coaching interventions. It can raise awareness in the client and precipitate action or change without the coach or client needing to engage in analysis or sense-making. There are resonances in solutions-focused coaching too where practitioners comment that a person doesn’t need to understand the cause of a problem to resolve it).
At the hypothesis stage, the coach seeks to understand or make sense of what is happening. The key question is, ‘What could it mean?’
The coach will reflect on his or her own experience, the client’s experience and the dynamic between them. The coach will try to discern and distinguish between his or her own ‘stuff’ and that of the client, or what may be emerging as insight into the client’s wider system (e.g. family, team or organisation). The coach may pose tentative reflections, e.g. ‘I wonder if…’, ‘This pattern could indicate…’, ‘I am feeling confused because the situation itself is confusing.’
(Some schools, e.g. psychodynamic or transactional analysis, view this type of analysis or sense-making as one of the most important coaching interventions. According to these approaches, the coach brings expert value to the relationship by offering an explanation or interpretation of what’s going on in such a way that enables the client to better understand his or he own self or situation and, thereby, ways to deal with it).
At the intervention phase, the coach will decide how to act in order to help the client move forward. Although the other three phases represent interventions in their own right, this phase is about taking deliberate actions that aim to make a significant shift in e.g. the client’s insight, perspective, motivation, decisions or behaviour. The interventions could take a number of forms, e.g. silence, reflecting back, summarising, role playing or experimentation.
Throughout this four-phase process, the coach may use ‘self’ in a number of different ways. In the first phase, the coach tunes empathetically into the client’s hopes and concerns, establishing relationship. In the second, the coach observes the client and notices how interacting with the client impacts on him or herself. The coach may reflect this back to the client as an intervention, or hold it as a basis for his or her own hypothesising and sense-making.
In the third, the client uses learned knowledge and expertise to create understanding. In the fourth, the coach presents silence, questions or comments that precipitate movement. In schools such as Gestalt, the coach may use him or herself physically, e.g. by mirroring the client’s physical posture or movement or acting out scenarios with the client to see what emerges. In all areas of coaching practice, the self is a gift to be used well and developed continually.
I spent this week with a Christian social worker friend in South Germany. At one point, we visited a project for older people who want to learn how to use new technologies. The project is led by a group of volunteers from a similar age group who act as trainers, mentors and advisers. This friend who manages the initiative entered the room, smiled and said hello to the group, introduced me then walked around the room, purposefully shaking hands and greeting every person individually with genuine warmth.
The thing that struck me most was his profoundly-felt presence in the room. He has an unusual talent for standing, moving and gazing in such a way that demonstrates he is really here and really now. It communicates a deep sense of being and being-with that extends beyond words. The act of shaking hands, of physical contact, felt more than a cultural ritual and created a profound sense of emotional and relational contact with the group. I felt spell bound by this person, this quiet charisma, this dynamic he evoked.
It’s a sharp contrast with an approach to leadership, coaching or training that relies purely on professional competence or expertise. It’s so easy to lose contact with ourselves, God and others in the midst of the business of the day. We can become so preoccupied with a task that we lose sight of what really matters at a deeper human-spiritual level. As I watched this friend and felt his presence, I was reminded of words from the Bible: if I’m clever, competent and successful but do not love, I am nothing. (my paraphrase)
So my challenge as I return to England is to reflect more on my presence; to have a clearer and more focused sense of my deepest beliefs and values; to take a more intentional and resolute stance in relation to others that demonstrates love, warmth, care and authenticity. I want to be more aware of when I behave in professional mode but lose sight of a person or group; when I allow myself to get so busy, so task-focused that I lose sight of my own and others’ humanity. In short, I want to be more like Jesus.
A good friend in the police service once commented how he would arrive at work each day, put on his uniform and spend the rest of the day ‘impersonating a police officer’. He had a clear idea in mind of how a police officer would typically speak and behave and so consciously acted it out. It was like playing a role in a theatre with the uniform acting as both costume and psychological prop.
A young girl working as a prostitute on the streets of Bangkok told me how she always used a pseudonym when working with clients. This name kept her real identity hidden and provided her with an alternative persona. By doing this, she was able psychologically to disassociate and protect her ‘true inner self’ from the separate persona that was engaging in sexual acts with strangers.
A priest spoke of the pressures he felt to live a public life under constant moral scrutiny. By wearing a dog collar, he identified with a faith, a role and a calling that demanded high levels of personal integrity. Over the years, he struggled and found ways to live a more integrated and authentic life commenting that, ‘the real question is not how to be a priest but how to be oneself who is a priest.’
The first example here is of a person who found ways to fulfil a role by copying the behaviours of role models within that specific professional culture. The second is a person who learned to survive by deliberately separating herself psychologically from her persona-in-role. The third is a person who sought to find ways to live out a role by becoming more truly himself within that role.
I’ve worked with numerous leaders who have experienced similar challenges. How to live and cope with one’s own expectations of leader and leadership as well as those imposed by the organisation or culture, not to mention the actual or imagined expectations of the board, peers and staff. It can feel stressful, daunting, isolating, debilitating and anxiety-provoking. It can result in burnout.
Sometimes it’s a case of ‘impostor syndrome’ where a person believes he or she has been appointed to a role under some assumed false pretext or mistake. In such a situation, the person may put on a brave face and live in continual fear of being found out. ‘Sooner or later, they will discover that I’m not as good or capable as they think I am.’ It’s a form of exaggerated negative self-evaluation.
I’ve experienced similar pressures myself, especially 6-12 months into a new job. During the first 6 months, I tell myself it’s OK not to know everything because I’m new. There comes a point at which, however, I risk placing expectations on myself that I should now know more than I do. It’s a type of personal anxiety (fear of failure) combined with social anxiety (fear of being negatively evaluated).
One coping strategy is to wear a metaphorical mask like a stage actor. The problem is that it’s the same phenomenon the word ‘hypocrite’ points towards: literally, one who pretends to be what he or she is not. It lacks reality and authenticity, takes considerable energy to sustain and can lead to stress and exhaustion. It prevents the person being and contributing their best, as they really are.
There are spiritual parallels in Christian theology where people are both challenged and encouraged to ‘move into the light’ or to ‘live in the truth’ where everything is exposed for what it really is. It’s as if we need to find a space, a relationship, where we can see clearly and be totally honest, real and accepted in order to build out from that place. It’s about learning honesty, integrity and peace.
It’s like the equation: ‘trust = risk + support’. A person is more likely to open up, to be real (which can feel risky) if, when he or she takes such a step, they experience genuine acceptance and support. It reduces anxiety, helps the person think more clearly and creatively, fuels their energy and motivation, enables them to hear critical feedback and builds trust for the future.
Various coaching and therapeutic schools draw on similar principles, e.g. providing unconditional positive regard (e.g. person-centred); enabling a person to question and test their beliefs and assumptions in order to get a better sense of what is real (e.g. cognitive behavioural); experimenting with new behaviours to discover new experiences and ways of being and doing (e.g. gestalt).
In my coaching work with a leader, I may encourage him or her to explore and grow using a range of approaches, e.g. draw graphic images, select objects/symbols or strike physical poses that depict (a) their idea of the leader they believe the organisation or others expect them to be and (b) the leader they believe they are or aspire to be, then explore the commonalities and differences.
Alternatively, I may encourage the person to experiment wearing different types of clothing, to practice holding themselves in a variety of postures, to speak in different volumes or tones of voice to explore which they feel most comfortable with, to find a physical expression that best enables them to be who they are.
I may encourage the person to brainstorm what they believe others expect of them, believe about them as a leader and to test those assumptions openly with others. I may encourage the person to vividly imagine themselves as e.g. a humble, confident, capable leader and to role play it focusing on real scenarios, reflecting on thoughts, feelings, behaviours and responses as we do it together.
I may provide the person with toy figures and invite him or her to create a configuration of their current key relationships (e.g. leadership team), then ask them to move the figures into different configurations to reflect on how that feels and what insights emerge. I may also invite them to reflect on past life or work experiences that have felt very similar (e.g. family, previous teams).
I may encourage the person to step back and consider what their own experience might point towards culturally or systemically. If, for instance, the leader feels unsafe to be honest, what light does that shed on, for example, what is considered acceptable and unacceptable culturally within that environment and what can the leader do practically and realistically to influence positive change.
I would be interested to hear of others’ experiences in this area and how you have worked through them. Have you experienced 'imposter syndrome'? Have you struggled to reconcile who you are with the role you find yourself playing? Have you coached, mentored or trained others working through similar personal or professional challenges? If so, I would love to hear from you.
I had strange dreams about mirrors and reflections last night and woke early in the darkness. I lay there for a while, semi-conscious, daydreaming about the brightness of the moon and how it reflects the light of the sun. I prayed silently, instinctively, ‘Just as the moon reflects the light of the sun, may my life reflect the light of God’. Then I woke up.
I do think there’s something profound about mirrors and reflection as psychological, cultural and spiritual phenomena. The recent fantasy film, 'Snow White and the Huntsman' created a vivid portrayal of a tormented queen returning repeatedly to seek reassurance in the mirror of legend: ‘Mirror, mirror on the wall, who is the fairest of them all?’
The queen’s sense of self, security and value were based on the response from the mirror. It’s as if she didn’t really know who she was, how she was, without reference to its external perspective. According to psychodynamic and social psychological theories, our sense of self is affected by the responses we evoke and encounter in others.
Take, for instance, a young child who gazes into its mother’s face. If it sees consistent expressions of warmth, attentiveness, affection and happiness, it may well develop the sense that ‘I am loved’ and, thereby, ‘I am loveable.’ If on the other hand the child consistently sees looks of disapproval, it may develop a negative sense of self.
Psychodynamic theorists (e.g. Winnicott) call this process ‘mirroring’.Just as a person knows what they look like by glancing in a mirror, a child sees something of itself, learns something about itself, its relationships and its place in the world, by observing what is mirrored in the face of others. It’s a process that continues throughout our lives.
This phenomenon has deep existential implications. Corinne Taylor in her paper, You are the fairest of them all, comments on what may happen if a mother lacks connection with the child and fails to offer mirroring: ‘Perhaps a mother with a rigid face gives the baby the sense of never having being at all.’* Its very existence may feel negated.
Richard Rohr in his book, The Naked Now draws spiritual parallels, inviting us to consider what we see in God’s face, his gaze, as we gaze at him in prayer. It’s as if God is the ultimate, absolute parent figure in whose face we are able to gain a true sense of who we actually are. A distorted image of God will create a distorted image of self.
Projection is a related psychological process whereby we project aspects of ourselves (often aspects we feel uncomfortable with) onto other people or even onto God. I may be aware of and focus on characteristics of others that I’m not aware of or deny in myself, even though others may recognise them as typical of me.
If I grow in awareness of my projections, I can grow in awareness of myself by noticing what I notice in others. It’s another form of mirroring. As a leader and coach, I can draw important lessons too: what do others see in my face; do my responses help others develop a truer and more-loved sense of self; do I reflect the light of God?
Coaching is often characterised as two people sitting down together, engaged in conversation, with one person helping the other to think things through. I ran a short workshop today that introduced insights and practises from Gestalt psychology and coaching characterised by a more experimental, experiential approach. Gestalt is a field of psychology that focuses on awareness in the here and now. Insight can emerge through pausing for a moment to notice what we are thinking, feeling or experiencing in our bodies. Gestalt views thoughts, feelings and somatic experience as interconnected.
We reflect this analogical experience in our language. For example, I may feel tightness in my throat when I approach a situation where I struggle to have a ‘voice’. I feel ‘gutted’ (accompanied by a stomach ache) or find this situation a ‘pain in the neck’ (accompanied by tension in my neck). Our minds filter our thoughts and feelings, partly to enable us to focus (rather than being aware of everything going on within and around us, all at the same time, which would be overwhelming) and partly if those thoughts and feelings are unacceptable to ourselves or others, or cause discomfort.
What we experience in our bodies is unfiltered by the mind. Sometimes, what we experience in our bodies is analogous to what we are experiencing psychologically. Paying attention to what we are experiencing physically can raise unacknowledged or suppressed beliefs or issues into awareness. In Gestalt coaching, the coach may help the client explore issues or experiences by physical experimentation. This typically means doing something, rather than simply talking about it. As with all experimentation, there is an element of let’s try this and see what happens. Examples:
*Rather than telling me what you want to achieve, show me what you want to achieve by acting out what it would look and feel like if you were successful.
*Rather than explaining to me what you would you like to say to a person, say it to me directly as if I were that person, or enact a conversation playing both
*Rather than tell me what obstacles you anticipate facing, create physical obstacles in the room that represent the obstacles, then experiment with tackling or moving them.
*Rather than describe the relationships between stakeholders, try using figures or objects to represent the people and experiment with placing yourself within the system too.
*Rather than outlining your key priorities as a list, draw them in proportion size-wise and try changing their relative sizes to see what new insights emerge.
The coach’s role is to help the client design a suitable experiment, stay attentive and observe what happens for the client in the here and now as they do it. Some coaches feed back their observations to the client, some encourage the client to reflect on their own observations. When a client acts out a posture or scenario, the coach may mirror the client’s posture or movement, inviting the client to notice what he or she sees and feels when the coach does it. Finally, the coach helps the client make sense of any insights that emerge and how to apply them to the client’s context.
I've often felt sceptical about 'body language' after hearing apparent experts superimpose spurious interpretations onto a person's physical posture and gestures. On a counselling course, for instance, a co-participant was challenged for defensiveness when she sat with her arms crossed. Apparently, she was simply feeling cold. A person's physical behaviour is influenced by a combination of personal, cultural and environmental factors. I do think therefore we should be careful when seeking to offer interpretations.
I was working with a Gestalt coach, as client, and commented that I felt anxious about approaching a forthcoming presentation to an executive team. Rather than suggesting we discuss this, the coach invited me to stand, role play walking into the team meeting and show him what feeling anxious might look like. As I enacted this scenario, he commented that I was holding my right hand across my chest, as if covering my heart. I was completely taken aback as I had no awareness of this until he mentioned it.
We then explored what ‘covering my heart’ might mean symbolically. I became aware that I characteristically presented to this particular team in highly detached, rational-analytical mode and never really expressed my heart, how passionate I felt about what I was presenting on, how much it mattered to me personally. The coach suggested role play the scenario with my right hand in a more open position, thereby ‘revealing my heart’, and moreover to rehearse speaking to the hearts rather than minds of the team.
The subsequent meeting with the executive team was very different to anything I had experienced previously. It felt like a more human than technical interaction, I received strong support for my proposal and felt supported personally too. The team was highly engaged and I left feeling confident and encouraged. The experience demonstrated powerfully to me that the body itself can convey valuable subconscious messages that lie outside of conscious awareness. So...body language? Pay attention, but do treat with care.
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