Dr. Carol Parker Walsh, JD, PhD, ACC

Clients sometimes need help understanding the importance of confidentiality from their vantage point. It may be clear that we'll hold the confidence, but explaining why they must maintain that same confidence is essential. I explain the importance of this from the beginning, referencing aspects of the ICF code of ethics. As a previous practicing attorney, I'll use attorney-client privilege as an example, explaining how it works both ways and the risks of a breach. If a client breaches confidentiality, I address it directly, reminding them of our agreement and the potential consequences. If the breach persists, I may need to terminate the relationship to protect the integrity of my practice and the confidentiality of others.

Reflective listening is a great technique to learn to help enhance active listening. It is helpful to create a post-it note listing these essential things to remind you to stay focused. 1. Avoid interrupting to truly listen to the client's perspective. 2. Paraphrase key points using their words to show understanding and encourage further discussion. 3. Prompt deeper exploration and insights by asking the meaning behind what was shared or the emotions. 4. Notice body language and tone of voice for additional context and ask about it. 5. Maintain an open and non-judgmental attitude. Everything is good. These techniques build trust, deepen relationships, and provide more effective coaching support.

I would go back to the original onboarding process and agreement. Was there a clear onboarding process where you outlined your coaching approach, and how will you mitigate risks? Was there a co-creation meeting to ensure both parties were aligned on the coaching process? If questions arise, revisit initial conversations and agreements to identify any need for clarity or understanding. Be clear about their concerns, the effectiveness of your approach, and why it's the approach you're using. However, if new information has been introduced to the process, now would be the time to make any necessary adjustments. Be sure this is a collaborative process and there's a clear understanding of your approach. Schedule check-ins to remain on track.

In my experience, the best way to guide your team toward accountability is to: 1. Align the tasks with THEIR interests and strengths, where possible. 2. Communicate expectations clearly and consistently. 3. Trust them to complete tasks independently. Their way of doing things may not be your way, which must be ok. 4. Involve them in decision-making. Don't just tell them what to do. 5. Offer the support and resources they need. Check-in periodically to see if additional resources may be needed. 6. Notice and acknowledge their efforts. Celebrate the wins to reinforce the behaviors you want to see. Overall, I'm providing insights on effectively delegating (check out my LinkedIn Learning delegation course).

Before tensions rise, establish core values and ground rules for communication, conflict handling, decision-making, and disagreement resolution to bring your team to a consensus on project priorities. This creates a framework for informed decision-making based on previously established agreements rather than relying on emotions. If these still need to be established, one approach could be to focus on projects aligned with organizational goals and mission. Prioritize those that are most pressing or urgent and where resources and people are available to proceed.

Change can be unsettling, sparking fear. We're drawn to certainty, so it's normal to fear what change means and its potential negative impact. To address these fears, leaders must do 3 things: 1. Openly acknowledge that change is unsettling and fear is expected. This validates feelings and creates a safe space. 2. Share information openly and honestly to alleviate fears. Information empowers people to understand and make informed decisions. 3. Encourage resilience and adaptability. Emphasize how change can be an opportunity for growth and development and help to create paths for that growth. Addressing underlying fears and fostering a positive mindset can help teams navigate change successfully while maintaining motivation and engagement.