Telling my story . . .

April 16, 2012

It’s all about Spirit

January 10, 2012

Jodi Flynn (of Luma Coaching) and I have been meeting to share our understanding of the coaching process, of how to facilitate constructive change, and of how we ourselves have gotten more “on track”.

The agenda for our most recent intensive was, “How do I know my goals and actions are in alignment with my authentic self, or my authentic path?” Business coach Mandy Schumaker had posted this question, and we both felt that it was an important starting point for any transformative process.

Jodi was well prepared, with a brilliant list of “red light” and “green light” indicators, that could help us identify when we’re on or off that path. Read her blog entry for more about this very helpful set of questions, and how they might be applied.

What I want to report here concerns that “ah ha” moment, when one of us exclaimed, “It’s all about Spirit”. Both of us have had the experience of feeling actions, writing, images coming through us rather than from us, so it should not have been surprising to hear this affirmation of personal faith.

But what followed was much more radical. I asked Jodi whether this applies to all her clients, and not just those who consider themselves believers of some sort. Without hesitation, Jodi replied, “Absolutely!” She explained that the words may be different, God or Christ or Buddha language may not fit, but that sense that we all connect with some higher power not under our conscious control is primary and universal. It can be a challenge to acknowledge this truth, while not proselytizing a particular expression of it, but we both affirmed that this is possible and necessary.

“What about clients who have much more mundane concerns?”, I asked. “How can I be more effective at work, more engaged in home life, more successful in promoting my own business?” Again, Jodi’s clear response, with which I concur, was that to access our greatest potential we have to look within and whether we acknowledge it or not, that is the process of accessing spirit.

“Spirit” may not be the right word for you, if it bring up old baggage, negative experiences with religion, dogma with which you disagree. Perhaps you’ve a better word for that guiding force, that source, that positive constructive energy that can lead us towards centered grounded action. And your coaching work may appear to stay far from notions of spirit or whatever. But the affirmation that came out of our sharing was that Spirit really is at the center.


I recently met  with Jodi Flynn (of Luma Coaching) to explore the basis of our coaching work — and that meant talking about how to catalyze change.  Thanks to Jodi for much of the content I’ve included in this short post.

Most of us (and so most of our clients), are change averse.  Even when we can imagine or understand the benefits of some change in our lives, our organizations, or our relationships, something holds us back.  As coaches, we want to open our clients to constructive change. What helps this happen?

We shared several models:

  • Comparative pain:  We may help our clients realize or understand that the real pain of the status quo is greater than the imagined pain of the change they may be contemplating.
  • Pain, perseverance, and gain:  Every change involves pain.  Things seem harder to do at first, or situations are more awkward.  This lasts for a period of perseverance, but then we’re no longer held back.  And — the real benefit — after a while there’s a gain over where we were at the beginning.  Helping clients acknowledge this rhythm, and project the actual pain, perseverance, and gain, may open them to change.  Also, it may be possible to find strategies that control the amount of pain, the or the perseverance period required.
  • Fear may increase when we look it in the face.  By painting a detailed model of the life we want, the way we want to work, the quality of a relationship, or whatever is the desired subject of change, the positive vision can become so compelling that resistance to change begins to diminish.
  • We may not look for change in the parts of our lives that we experience as fixed.  In other words, we may not name the need for change until the possibility of change feels  real.  I offered the example of a married couple, who might declare, “Well, we get along okay.”  Seeing no alternative to their current lives, they accept when seems immobile.  But upon visiting a marriage counselor, and finding ways to identify issues and work with them, they may revise their assessment to “We never realized how problematic or empty our relationship was!”.
  • Empowerment may be the key.  When we experience ourselves as the victim of circumstance, as conflicted because of the woes of our lives, as powerless to change our situation, we’ve little energy to invest in change.  When we can experience ourselves as responsible, as in a synergistic relationship with the world around us, we become empowered to change our situation.  And even though some outside circumstances of our lives may really be fixed and not easily changeable, we can change the way we carry ourselves and relate to that fixed world.  So … helping clients understand how they can choose that relationship can open them to change.  Jodi spoke of a model leading us from being victim to just being in conflict, then being responsible, becoming of service, acting in reconciliation, existing in synergy, and finally becoming non-judgmental so that we can act much more easily on our own behalf instead of in reaction to the provocation of others or of circumstances.  Being able to place ourselves in this spectrum helps us become open to change.

Whether we seek to improve our personal lives, become more effective within their work organizations. develop teams and groups that can better create solutions to social or business problems, nourish relationships or simply build confidence, change is required.  How we embrace change, or transform our resistance to it, determines how we will succeed.  And understanding models, such as those I’ve shared above, is key to helping people make that transformation.

Blog posts such as this often invite just minor comments of appreciation or disagreement. But I do hope that this one will start a more vital discussion. What has helped you overcome your resistance to change? And how might coaching, counseling, or other assistance have helped in that process?

I was so touched by Donna McNeil’s address to the Juice Conference (a conference about the creative economy that took place in Camden, Maine), that I got her permission to print it here.  She began by showing a film clip of Phillipe Petit walking on a wire between the twin towers in New York.

. . . Petit’s action resonates as a quintessential metaphor for risk . . . He embraces the unknown, finds invention and discovery, his own invincibility, and, if you will, his divinity. He gauges, then laughs at fear, conquering it with exuberance, exhilaration, defiance and joy. . .

Artists are some of the most courageous people I know. They live in RISK, resonate with it, use it. They choose a life that provides virtually none of society’s safety nets and they deliver a product that is so taken for granted, so impregnated within the fabric of our everyday, that it has become like air. Abundant, everywhere and often expected to be free.

Read the rest of this entry »

Making big mistakes

October 13, 2011

I still remember that deadly class period in Junior High School — social dance class.  After reminding us to stand up tall, lead firmly, look your partner right in the eye, smile, start with the right foot, listen to the music, be aware of other couples on the dance floor, point your feet straight forward, hope that your teeth were brushed and that your breath is okay, and more pointers that I’ve surely forgotten, she gave us one last piece of deadly advice:

 ”If you take little steps, you’ll make only little mistakes”.

That was horrible advice for the dance floor and for life, for me in Junior High, and for every later period of my life.  Even as I first heard those words, I knew they were a motto for the life I didn’t want to live. Read the rest of this entry »

As I work with non-profit boards, these are some of the questions I usually raise.  But you can use these on your own.  I’d welcome feedback about which are most important, which need to be changed, and what should have been included but was not.

Mission / Vision:  Does the organization have a clear mission statement, and a vision of what it seeks to achieve? At what point in time might the mission be accomplished? When has the board last revisited mission and vision? Are staff, board, and executive aligned on mission and vision?  Are mission and vision statements referenced when program ideas, and internal policies are being considered?  Does the board notice when stated mission and actual function are different, and can it take constructive action?

Stakeholders:  Who are the stakeholders, or potential stakeholders? How does the board connect with or represent the stakeholders? If some stakeholders are not in some way represented on the board, how does the organization maintain ties with them? To what groups does the organization feel itself accountable?

Board membership:  How are Board members chosen? Does the board include people with experience to evaluate and clarify the organization’s need for legal services, accounting, publicity, marketing, program development, fundraising human resources, etc.? Is the board primarily a policy-making body, or does it seek is it a “working board” (providing some of these services)? Are there term limits for board members? How does the board identify and cultivate new members with the right skills, experience connections, and commitment?  Is there a training protocol for new board members, and a regular check in with continuing board members as they get re-appointed?

Board  meetings:  Are board meetings well attended lively events, that engage the board and that result in useful dialog and decisions?  Do board members come away excited and involved? Is there a clear agenda, with board questions presented in enough detail and accompanied with enough background material?  Are meetings run in a manner that encourage candid sharing, creative problem solving, and the generation of consensus whenever possible?  Is the board able to listen carefully to minority views, to see how these might provide helpful insights and guidance?  Are minutes taken carefully, and then reviewed by the board? Read the rest of this entry »

When faced with an interesting problem, some consultants may start by offering advice — usually well seasoned advice.  That’s not my style.  I prefer to ask questions that define an agenda, that help the participants find their own insight and clarity.

So, when preparing to take part in a meeting of entrepreneurs who might be growing their solo business into a firm with two or more employees (perhaps many more than two!), I prepared the following twelve questions:

Note that I do offer some comments after each question, but these do not attempt to suggest what the answer should be.

1. What’s the core product or service, and how will it get refined / expanded /replaced as the company grows?

[If the plan is for you to do that yourself, think more about delegating.]

2. What are your key strengths, and, most important, your key weaknesses.

[The later should define your hiring priorities.]

3. What the company “brand“?

[And, if there isn't one, how will it get established?  (Note that the brand is not just the product or service you offer, or a statement of its advantages.]

Read the rest of this entry »

“Hurry up and finish speaking, so I can tell you why you’re wrong!”

Have you ever found yourself thinking such a thought, instead of really trying to grasp what truth might be said?  Of course, such impatient waiting is not true listening, and rarely serves us well.  It leaves us poised for a fight, rather than ready for insight, understanding, and growth.

Listening is a critical skill in all of our lives.  In business we’re concerned with management, supervision, marketing, sales — all tasks involving relationships.  We need to listen to employees, managers,  customers and potential customers, suppliers, stockholders, neighbors — all those who are impacted by our policies and operations.

Read the rest of this entry »

Lots of people will parody the work of consultants — suggesting that we’ll contract for a study of whether to do a study studying why a study might be helpful. But forget that foolishness.  A good consultant will work with their client(s) to identify clear goals, important questions, kinds of knowledge that must be transmitted or answers that must be obtained.

I believe we need to teach good “clienting” just as we learn good consulting. My best clients work with me to define goals, they welcome surprises, and allow space to make changes based on what they learn. They know that they’re getting value from my work. Or, if they don’t, they initiate a meeting or other process to set things straight.

Yes, of course there are times when I can see an issue that I believe should be addressed, and the client does not.  It’s my challenge to suggest a project that will, in the end, provide value for the client.  I may or may not convince the client that the need is real, and that sufficient budget should be allocated to address it.

Let me stop here, and ask you what teaching good “clienting” should mean, what needs to be taught.

Here’s a proposal I made to a group of entrepreneurs, who wanted to re-vitalize their meetings, and provide more value to each other:

I’d suggest that at each meeting we function as a Board of Advisors for one member business or business to be. We’d have that business make a brief presentation about goals, organization, status, and some critical decisions that they are facing. The group could then ask questions, and, finally, offer some advice.

A few notes about this process, what’s required, and what might go wrong:

  • We’d all have to respect confidentiality — that’s what’s shared in the meeting room stays there.
  • It’s always temping to listen little and speak quickly. This process demands a process of listening carefully, then asking questions that really are about clarifying and understanding. Only after that it advice appropriate.
  • I deliberately said board of ADVISORS and not of DIRECTORS. Assume that we have no power, except the power of good ideas.
  • From experience, I can tell you that the discussion needs to be carefully moderated, and by somebody who is not going to be a main contributor. The moderator needs to slow the group down, allow for good sharing, keep the discussion on topic, and counteract the presence of any egos that may be present in the room.
  • The advice we come up with may be worth the price paid (and no more!). It’s important to be modest about our knowledge and skill — even as we work with integrity and energy.
  • The whole endeavor also requires committed subjects, who are really trying to develop their business, who want to tell themselves and their advisers the truth, and who are open to change.

I should note that I’m happy to work with groups (profit or non-profit) interested in trying this process.

I have several coaching clients who are dutiful in helping others, but hold back nurturing themselves.  Whether it’s a tool that that really need (and would use well) or a massage or special meal that might help them celebrate, guilt or other forces keep them from offering these gifts to themselves.  Even naming the things they might want can be difficult.

One way I’ve found to make get past this is to ask my coaching clients to create a set of gift certificates for things / services / experiences they want.  For example, “I’d never get a massage, but it sure would be nice to have a gift certificate for one.”

The homework assignment is to generate those 12 or 20 gift certificates.  This puts it right on the table.  My clients may or may not cash in their fake gift certificates, but they have the experience of being much closer to taking something that they really feel would be positive, and, in so doing, to be nurturing themselves.

This is not new!  I’ve been doing such user interface review work for some time, but have now “packaged” it as a service, and sent out the following  news release explaining what I do.

Portland consultant offers “User Interface Review” service

Insight and Clarity, a consulting and coaching firm in Portland Maine, has introduced a new “User Interface Review” service, to help technology developers create products that are easy to use and hard to misuse.

Arthur Fink, owner of Insight and Clarity, explains that, “Most developers intend their products to be ‘user friendly’, but seldom does anybody spend enough time watching users trying to befriend the product”.  Fink sees himself as a cyber-age anthropologist, observing business cultures to see what tasks are being done, what tools are used. how these tools are used, and — perhaps most important — where users encounter stress, frustration, boredom, fear, or angst.  The result of this observation will be a strategy for revision or re-design, or, in some cases, a total blueprint for a new user experience.

In working on the redesign of a point of sale computer system for Subway restaurants, Fink spent many hours shadowing Subway associates at several Maine locations, and he worked for a few hours actually running the computer cash register.  “What appeared to be a fairly simple job turned out to actually be quite complex, and I learned so much about the difficulty of doing that job with inadequate technology,” Fink said.

Fink’s graduate degree in computer science from Harvard, along with studies there in social relations, linguistics, and cognitive psychology all appear to be strong credentials for his current work.  But Fink points to his years of experience visiting factories as a consultant and learning how to ask probing and provocative questions as his most important education.

Fink has been an independent consultant since 1982, working in such diverse areas as improving management structure for telecommuting programs, training system developers in user interface design, actually building database systems for a variety of industries, and helping senior managers improve communications within their organizations.  He’s currently working on the design and implementation of a hospital messaging system, and is writing a book whose working title is, “Asking Great Questions”.

Fink has been a featured speaker at conferences in the U.S., Canada, Holland, Norway, Sweden, and Ireland, and has spoken four times at Pecha Kucha gatherings in Portland, Maine.

Contact Arthur Fink at  arthur@InsightAndClarity.com  or  207.615.5722.

It’s glib and irresponsible to just blame conservative Republicans or Tea Party activists for the shooting of Representative Gabrielle Giffords, and of so many other innocent people.  Indeed, the young man who committed this crime was clearly disturbed, and there’s no reason to believe that this crime was simply an expression of a conscious but zealous idealism.  And, certainly, none of Giffords critics intended or sought such action, or would have urged anybody to start shooting.

But to dismiss our responsibility is also glib and dangerous.  This tragic story exposes some disturbing flaws in American society. Read the rest of this entry »

Our professional group had a wonderful “bingo” game last month, that really helped us all meet each other.  Here’s how to set it up:

1. Get each person to write about three phrases that might characterize them. At least one should be obscure, and one very generic. For example, I might list the following for myself:

* Used the computer language ‘spitball’ in graduate school

* Asks lots of questions, and advertises that fact

* Once ran ‘computer assertiveness training’ workshops

2. Put together boards with a grid of 4 x 6 = 16 such phrases. 3. Hand these out.

3. Participants have to talk to each other, finding names to put in each box on their bingo sheet.

On Becoming a Consultant

January 5, 2011

I’ve often been asked for advice on making the transition from practitioner to consultant.  Here are a few of the points that I emphasize:

  • You don’t have to have answers, and certainly don’t have to have them right up front!
  • Ask insightful questions, listen, listen more. Let the clients voice what they need, the visions they carry, the kinds of support that will help them make needed changes. More change will happen when they name it themselves. And when the client’s management sees that real change follows your visits, you’ll be a hero.
  • You may have lots of information, see things very quickly, and could impress people by coming in swinging. In the long run, this works against you.
  • It’s fine not to know things!  Tell the truth, and say, “I don’t know” . . . but will find out, or lead your client to other resources.  Little lies fester, and always come back against you.
  • Not all money is green!  If you’ve serious questions about the integrity of an organization, about how they treat customers or behave in the markeplace — stay away.
  • Choose clients with whom who can succeed.  If you don’t believe your candid advice is really wanted, or expect that they are not ready to change in any significant way, it not a profitable engagement.
  • Define the evaluation criteria at the start of each engagement, so that you and the client can periodically assess your real progress.
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