Judit Hărdăuţ – Trainer&Coach

SmartWay

28-29-30 Aprilie, 2011

Cuvinte cheie
 Constientizare si Responsabilitate
 Ascultare activa
 Modelul GROW
 Setare de obiective
 Arta de a adresa intrebari
 Feedback
Exercitiu
 Amintiti-va de o persoana care a avut un impact
pozitiv asupra voastra.

 Ce au facut ei astfel incat v-a placut?

 Cum v-ati simtit?

Ei…..
 M-au tratat de la egal la egal
 Mi-au ascultat punctul de vedere
 Au crezut in mine
 M-au oferit provocari
 Entuziasm, buna dispozitie
 siguranta, grija, suport
 Incredere, respect
 Mi-au acordat timp si atentie
Eu m-am simtit….
 Special
 Valorificat
 Increzator
 Cu incredere in mine
Diferite tipuri de interventii
 Coaching – a adresa intrebari, orientat pe viitor
 Mentoring – sfaturi
 Consulting – doar sfaturi si recomandari
 Training – instructie, feedback interactiv
 Instruire – ii spui
 Facilitare – suport prin intrebari
 Consiliere – mai degraba psihologic
 Tepapie– remediu pentru istoria personala emotionala
GROW Model
 G-oal setting – setare de obiective
 R-eality checking – testarea realitatii
 O-ptions – identificarea optiunilor
 W-ill - ce vei face?
Some questions for GROW
 G-oal setting
 What is your aim for this session? What is that you would like to talk
about today?
 If answered “I don’t know”: If you were to know, what objective would it
be?
 What do you want? / What would you like to obtain? /
 If you achieve this, what you will say to yourself?
 If you achieve this, what you will be enabled to do?
 If you reach your objective, what will you have that you don’t have now?
Some questions for GROW
 R-eality checking (what, who, how, when)
 What is happening now / at this moment? How important is this to
you?
 On a scale from 1 to 10, if an ideal situation is 10, what number are you
now? (= How difficult is this for you?) What number would you like to
be at?
 How do you feel about this? (Checking emotions) What is the impact
this problem is having on you?
 What is the impact on other areas of your life? (Checking the entire
reality)
 What are you doing to achieve your goal? What are you doing that is
getting in the way of achieving your goal?
Some questions for GROW
 O-ptions
 What can/could you do? / What options do you have?
 What ideas/alternatives do you have? What has worked in the past?
 What small/first step could you take? How could you do that? What
else could you do?
 Where could you find the information you need?
 Who could help you with this (involving the system in the
environment)
Some questions for GROW
 W-ill
 Having all these options what will you do?
 How will you do that?
 When/until when will you do that?
 Is there anything you need to put in place before you do that?
 On a scale from 1 to 10, how committed are you to do that?
 What are you willing to change?
 What are you NOT willing to change?
Obiective care energizeaza si motiveaza
 Cu sens
 Specifice
 Aliniate telurilor
 Cadrate pozitiv
 Provocatoare
 Realizabile si masurabile
 Incadrate in timp
 Aliniate la obiectivele organizationale
 Aliniate la valorile personale
Setare de obiective
 Viitorul dorit– visul
 Obiectiv final
 Obiective de performanta
 Obiective de proces
Ascultare
 Vorbesti peste celalalt
 Relatezi propria experienta
 Oglindesti, sumarizezi, ceri clarificari
 Ascultare activa (angajat)
Ascultare activa
 Incurajarea exprimarii– incredere, suport
 Oferirea de spatiu– respecta spatiul dinamic
 Suspenda judecata, criticismul – mentine o minte
deschisa
 Asculta potentialul– ce este in stare persoana sa faca?
 Ascultare “intensa”– la nivelul mesajelor nonverbale
Instrumente de ascultare activa
 Reflectare/oglindire – repeti cuvintele persoanei sau
copiezi limbajul corporal
 Parafrazare – folosesti cuvinte usor diferite care nu
schimba sensul
 Sumarizare – repetare a ceea ce a fost spus, insa pe
scurt, fara sa schimbe sensul
 Clarificare – tip succint de sumarizare care exprima
esenta a ceea ce s-a spus
 Metafora si analogie– o imagine verbala
 Recadrarea – introduce o noua perspectiva
Nivele unui feedback
 Lipsa feedback
 Critic
 Descriptiv subiectiv
 Descriptiv obiectiv
Feedback-ul eficient
 Focus pe actiuni, comportament si nu
judecarea/evaluarea persoanei
 Ofera feedback-ul “la cald”, nu lasa sa treaca mult
timp
 Cere permisiune pt a oferi un feedback
 Cere feedback cand nu primesti
 Asculta cu atentie feedback-ul celorlalti
 Da feedback direct persoanei care ti-a cauzat
disconfortul, evita barfa colaterala
Feedback-ul eficient
 Specific, nu vag, general
 Foloseste persoana I, spune ce efect are asupra ta
 Nu vorbi pt altii
 Transmite feedback-ul negativ direct, fara sa
folosesti “dar”
 Foloseste exemple sau situatii concrete, nu folosi
exagerari ca “intotdeauna”, “niciodata”
 Evita analiza psihologica a motivelor din spatele
unui comportament
Feedback-ul eficient
 Mentine feedback-ul scurt, la obiect, nu supra-
detalia
 Evita amenintarile ascunse din mesaj
 Foloseste umor adecvat
 Foloseste intrebari la sfarsitul unui feedback
 Seteaza un cadru pozitiv, nu incepe cu termeni ca
“problema”, “negativ”
Atitudini
Agresiv/Superioritate Asertiv
Eu Castig- Eu castig –
Tu pierzi Tu castigi

Pasiv-Agresiv Pasiv/Inferioritate
Eu pierd- Eu pierd –
Tu pierzi Tu castigi
Blocaje in comunicare
Teoria lui Geroge Kohlriezer despre blocaje in calea
dialogului, “Solutionarea conflictelor si cresterea
performantei, Metode bazate pe negocierea de ostatici”,

Blocaje principale
 Pasivitatea
 Desconsiderarea
 Redefinirea
 Supradetalierea
Blocaje in comunicare
Blocaje secundare

 Suprarationalizarea
 Folosirea emotiilor in mod excesiv
 Suprageneralizarea
 Abstractizarea
 Lipsa de directie
 Lipsa sinceritatii
Jocuri de putere
 O serie de schimburi de mesaje, care inainteaza spre
un deznodamant previzibil, in care partenerii se simt
inconfortabil la sfarsit
Persecutor Salvator

Victima
Bibliografie
 John Whitmore, “Coaching for Performance, GROWing human potential and
purpose”, fourth edition, Nicholas Brealey Publishing, 2010, - este si tradusa in
romaneste, recomandarile nu sunt cele mai bune pt traducere
 Laura Whitworth, “Co-active coaching, new skills for coaching people toward
success in work and life”, second edition, Nicholas Brealey Publishing, 2009 –
nu stiu sa fie tradusa in romana
 Perry Zeus & Suzanne Skiffington, “Coaching in organizatii - Ghid complet”,
editura Codecs, 2008
 Alain Cardon, “Coaching & Leadership in procesele de tranzitie”, editura
Codecs, 2006
 George Kohlrieser, “Solutionarea Conflictelor si cresterea performantei –
Metode bazate pe negocierea de ostatici”, Editura Polirom, 2007 – despre blocaje
in comunicare si nu numai
 John Kotter, “Aisbergul nostru se topeste”, editura Publica, 2008 – despre
schimbare
Nota: toate sunt disponibile in biblioteca mea daca doriti sa vi le imprumut.