Sim Chen Xing

In my experience in coaching, I have had the privilege of meeting a diverse group of clients, ranging from highly emotional to very task-focused individuals. Because of the diversity inherent in human nature, it is impossible to create a one-size-fits-all model for coaching practices. However, categorizing clients based on their profiles can be a helpful approach to streamline coaching processes, minimize time wastage, and maximize the potential to achieve the outcomes our clients desire.

In an earlier post, I discussed ways to identify emotional clients, understand their needs, and determine how best to handle their requests. In this post, we will explore the traits of action-oriented clients and how we can better serve them.

Traits of Action-Oriented Clients

As the name suggests, action-oriented clients are very clear with regards to what they want. They are often very focused on their objectives for the coaching session. Clients who fall within this category typically already have an idea of what coaching is and is very aware of some of the benefits coaching may bring. However, these clients may not want to “waste their time” on something that they think might not be beneficial for themselves at the point of the session. Hence, it is very important to have a general understanding of these clients in order to serve them in a way that would benefit them.

Time and Money are of the essence

Most of them view time and money as precious resources. Having dedicated time and and money for the coaching session, these clients would want to get their money’s worth. Their fixation on outcomes, though admirable to some extent, may hinder the coach’s ability to dig deeper into the issue that was raised. This calls for surface-level coaching conversations that may or may not be in line with the coach’s idea of success. In one of the more extreme examples I have heard from my mentor coach, there are clients who wants to squeeze up to 3 different objectives in a 30-minute coaching session. Is it possible? Apparently so! Is it helpful? Possibly in the eyes of the client! But is the topic holistically covered? Possibly not.

Avoid Emotions

Some action-oriented clients tend to want to focus on the actions and nothing else. This meant that underlying emotions, history, thoughts, and motivations, are all out of the table. Though not all action-oriented clients would want to avoid these, it is important to recognise that bringing these things up may vaguely resembles a “deviation” from the objective and that will annoy the client. I remember a conversation with a client who was so worried about a close-friend’s decision for not supporting her desire to advance in her professional pursuit that she was willing to shut down that friendship. When I probed further about what was the feelings behind her consideration to terminate the friendship, she shut me off saying, “Stop talking about my emotions!“

It was still a successful session in the eyes of the client in the sense of her reaching her intended outcome. But that session left a scar for me, reminding me of the importance to be sensitive to clients’ requests; prioritizing clients’ desired outcomes rather than what I thought would be necessary for the session.

How can we handle action-oriented clients?

Ironically, from my observation, the more action-oriented they are, the more emotionally overwhelmed they seem to be. We may never know what these clients are hiding behind their task-oriented facade. But one thing coaches must be aware is this — they can explode emotionally at any time. What then, can we do to help us manage a session with clients like these?

Respect their decision

If the client wants to focus on actions only, it is our responsibility as coaches to honour that. Going beyond what they want would not only annoy them, but also violate their trust for coaches. Trust takes time to build. So is rapport. What we can do is honour their decision to focus on the surface. And if time permits, a relationship can be built in order for the client to open up. It is only safe to explore beyond the surface when the client is comfortable with you. But do that with tact and sensitivity, not immediately, Explore with patience and love.

Adjust our mindset about coaching

When we give our clients the space that they require, that also meant putting aside our preconceived notions about coaching. Though one of the markers of ICF is to explore client’s emotions and feelings, that is not necessary to have a successful coaching session with a client. And if our client explicitly do not want that, then it is wise not to force it upon them. So an adjustment of mindset is required. The coach must be alright to live with the clients’ objective and outcome. It is only then can we achieve the best outcome for our clients.

Concluding Thoughts

Coaching is really an art and a science. As coaches, we not only collect data about our clients but also about ourselves. We are constantly learning ways we can improve our craft. And with every new datapoint added to our portfolio, we gain new insights on ways we can improve our craft a little more each time. But coaching is not always about gaining data, testing predictions, and passing judgement. It is an art in a sense that we continually improve. It is an art form that takes time to build and master. Every stroke of question we ask, every choice of words we use, all play a part in helping our clients uncover things hidden beneath the surface. Every word has a potential to build and to destroy; to heal, and to harm. At the end of the matter, it is about our love towards our clients that makes or break a coaching session.

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