Coaching for consequences connects decision makers' results to their choices
Welcome! This is Notebook entry #3 dated April 6, 2005
An increasingly popular leadership and sales style is the coaching (or facilitative) style. Among the advantages of this style are that it encourages people to explore their own motives, make choices and take action. A key component of this style involves pointing out the likely consequences of actions, or what I call "coaching for consequences." I have two stories for you to illustrate this concept. (Each paraphrases an actual situation I've encountered.)
First example: after talking with me over a period of weeks about ways to wake up the internal motivation in his employees, one of my clients, "G", recently had the following exchange with one of the managers working for him, "M".
G: You know M, I've noticed that fairly regularly you get to work about 10 to 15 minutes after we open. Am I pretty close?
M: Yes, I've been late a lot lately. I really don't know why; I wish I could do something about it.
G: I've also noticed that you seem stressed when you start late, and the stress can last for a long time. What have you noticed?
M: I really hate being late. It always takes me hours to get back to where I want to be and feel like I'm caught up.
G: As your manager, I need to tell you that I'm concerned about the example you are setting for the people working under you. I'm also concerned that your stress might be affecting them and bringing down their performance. What do you think about this?
M: I agree with you. My being late is definitely not good for them.
G: Here's what I'm wondering. What would happen if you did whatever you had to do to get in a little early every day instead getting in late? How would this make you feel in terms of your stress level, and how would this affect your people?
M: You know, I'd probably feel a lot better and my work would go better and I'd be a more effective manager, too.
G: What are you going to do?
M: I'm going to figure out how to get in early from now on. Thanks -- I think I know what to do now.
Guess what happened? The short answer is: it worked. This guy started coming in early and was able to keep it up because he quickly became accustomed to the consequences he experienced, including relief from stress.
Second example: this week I met with a potential client who told me he wants to stop procrastinating in answering his email. We talked about the amount of money and the stress he thought it was costing him. Then I said: "A few minutes ago, you thanked me for answering on Saturday night the e-mail you sent Friday afternoon. When you sent it I was out of the office and couldn't reply right away. I replied as soon as possible because I thought you might appreciate it. So: how did it feel when you received it?" My client admitted that it had felt really good to get that response, and he recognized an opportunity. He resolved to start giving that emotional satisfaction to his customers. When squarely presented with consequences -- feeling bad and losing money by procrastinating, taking pride in delivering satisfaction to people who matter -- choosing appropriate action seemed much easier.
The role of the consequences coach in both of these examples was to help point out both the positive and negative consequences that flow from a particular course of action.
Please notice that in neither example did the coach (including the boss, contrary to popular stereotype) add the consequence of getting mad at and/or intimidating the person who was having trouble getting their job done! In fact, psychologist H. Stephen Glenn has pointed out that getting angry at someone for making the "wrong" decision shifts focus away from making a good choice based on consequences and makes the decision about the other person's aggressiveness. Think for a moment about dealing with somebody who is really angry. Their anger may change or even dominate the decision made in the short run, but little learning is done or ongoing behavior change accomplished by the decision maker. In fact, when the anger or the angry person is no longer part of the picture our decision maker will probably have just as much difficulty making a good choice as before.
In a broader perspective, although decision by intimidation can bring about a short term decision we want someone to make, it doesn't contribute to the development of either high delegation leader-team relationships or high trust seller-buyer relationships.
Designing Consequences. Glenn identifies "natural consequences" as those things which inevitably result from the actions we take. "What goes up must come down" comes to mind, or maybe "we're going nowhere with no gas in our tank." Glenn also encourages leaders to create "logical consequences" which motivate decision makers without punishing them (where getting mad and yelling would be considered a form of punishment). In line with Glenn's thinking, consequences that are created to facilitate good decision making should be 1) PROPORTIONATE - not excessive or trivial considering the circumstances, 2) OBJECTIVE - not motivated by anger or retribution, and 3) CONNECTED - causally linked to the action being discussed.
For example, a logical consequence for someone who fails to keep reimbursement records might be to expect them to pay undocumented expenses out of their own pocket. This consequence is proportionate in a pound for pound sense; objective because anger or a desire to punish don't enter into it; and connected because it arises only when records aren't kept for the expenses in question.
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