ICF Coaching the Distance: Patricia Weiland, Ralf Wolter

Coachfederation.org/
ICFGlobal2012

Coaching the Distance:
Bridging Cultural Gaps
Seamlessly with Technology

Patricia Weiland, PCC (USA)
Ralf Wolter, ACC (Germany)

Coachfederation.org/ICFGlobal2012 Copyright HPCG® , Sage Strategies 2012 1

Join us on Skype


Our Story: How did we Connect?

9.1 43 km
5,68 1 miles =

Google Maps

9 hours

GMT +1
GMT - 8


Core Message
"Grow your Business with Technology,
to Bridge Distance and Cultural Gaps"


For Your
Reference Abstract
Coaching the distance – bridging cultural gaps seamlessly with technology
Who would you coach if technology was easy for you to use?
Does using technology create anxiety for you?
Are you aware of the opportunities in the virtual world?
Are you familiar with cultural aspects of coaching globally?

No longer is a lack of knowledge of communication technology an excuse in today's global coaching and
business world. Meeting your clients where they are might mean that you have to create a virtual space to
hold the coaching conversation. Modern communication technology is becoming more relevant and more
interesting to clients and is easier to use than ever. You and your client are both on the same page when
you use technology for coaching in the virtual world. Attend this session to get tips and tricks to bridge both
culture and technology.

Join this interactive session to experience "coaching the distance", including real-time demonstrations using
the latest technology. The demonstration will show you how to leverage technology for better understanding
in your coaching sessions. Learn how to create incredible brainstorming with a virtual white-board. Ensure
accountability with the sharing of homework documents. See the hottest virtual tools that are just being
released and how to access and leverage tools and websites for your coaching business.
In addition you can also connect with other coaches to be able to test, troubleshoot and tackle new
technology in your own office. After the session at the ICF Conference join the online discussion from your
office to test and update your virtual technology offerings.
This session promises to make your coaching practice beyond borders easier through building cultural
awareness and comfort with technology.


What if? Imagine!
!! New clients
!! Virtual = Real experience
!! Greater impact
!! Coach globally
!! Culture awareness
!! 75%


Agenda
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology

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Definition of Virtual Coaching

You are in a different location
from your client


Benefits of Virtual Coaching:
WIIFM?


Impact of Virtual Coaching
Be careful what you ask for

•! Communication technology skills and
comfort are essential

•! Culture is relevant

•! Work-Life balance is challenging


Communication Technology:
Trends for 2020
Always connected 1 GB bandwidth for
(unless offline by choice) each household

3D / HD Video everywhere, All phones will become
interactive TV “smart”

Local and remote
Collaboration Augmented Reality
are considered equal

Targeted Advertising in We will do Work,
conjunction with Social not go to Work
Networks

Source: Cisco Systems, 2011


How to Bridge these Gaps?
What are Your Expectations?

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Learning Curve
ideal learning curve

mastery
Performance

strong
acceleration

new
technology
slow
start

Number of learning attempts


Self Assessment on Comfort Level

$! #!
Global Citizenship

&!

"! %!

Communication Technology Use

Agenda

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Infrastructure
•! Hardware
•! Communication Technology
•! Software installed locally
•! Software in the Cloud
•! Blended mode Software
•! Marketing Tools


Hardware
Categories:
–! Telephone
–! Smartphone
–! Computer
–! Tablets
–! Webcam
–! Internet connectivity
–! Accessories

Purchasing decision criteria:
–! Keep your audience in mind
–! How do you position yourself?
–! Consider the RoI

Communication Technology

•! Voice over IP (Internet Telephony)

•! Internet video – download (YouTube)

•! Internet video – real-time (Skype)

•! Online collaboration tools


HD Video Conferencing

Low-price webcam 640*480
DSL 3,000 or equivalent Build-in HD webcam (MacBook Pro)
DSL 6,000 or equivalent

High-end
external HD,
DSL 16,000
or equivalent


For Your
Reference Software installed on your Device
Windows PC, Mac, Tablet, SmartPhone
Recommended
•! Office Suite
•! PDF writer Optional
•! Calendar client •! Mind-Mapping
•! Address book •! VPN client
•! email client •! Advanced
•! Password Safe security tools
•! Chat client •! Encryption
•! Video communication tools
tools
•! Internet telephony

Must Have
•! Browser (have a second one, e.g. Firefox or Chrome)
•! PDF reader
•! ZIP client
•! Virus scanner and firewall


Software in the Cloud
For Your
Reference

•! File sharing: Dropbox, Google Cloud, MS Skydrive, iCloud, SugarSync, Box
•! Office suite: Google docs
•! Email, Calendar: Google Mail + Calendar, Outlook Web Access (OWA)
•! Voting: Doodle
•! Payments: Paypal, moneybookers.com, squareup.com, Quickbooks.com
•! Slide sharing: SlideShare
•! Surveys: Survey Monkey, SurveyGizmo
•! Email marketing: Constant Contact, mail chimp, icontact


For Your
Reference
Blended Mode Software
Cloud Software with a local Client
Google docs (offline mode – requires Chrome Browser)
Notes and ToDo Lists:
–! Evernote
–! Getting Things Done (GTD)
–! Things
–! ToDoList
–! Remember the Milk
Online Backup:
–! Mozy
–! iDrive
–! Wuala
–! McAfee
Encryption tools:
–! BoxCryptor (Windows, iOS, Android)
–! MacFusion (Mac)

3 Technologies to Master

1.! Internet connectivity: always connected

2.! Master audio and video

3.! Be familiar with one collaboration tool


Master Video
Collaboration Tools


Take
away Most Relevant Resources
•! Hardware
–! Computer, tablet, smartphone
performance test: www.speed-battle.com/
–! Webcam, headset
test: make a Skype audio test call (“echo123”)
–! Internet Connection
speed test: www.speedtest.net/
voice quality test: www.voipreview.org/voipspeedtester.aspx
•! Software on your Device
–! Calendar, address book, PDF, Office Suite
–! Collaboration tools: Skype, Adobe Connect, Cisco Webex, GoTo Meeting
–! HD Video conferencing: Cisco Jabber TP
–! Security: Anti-Virus, Encryption
browser check: browsercheck.qualys.com/
•! Software in the Cloud
–! Doodle, PayPal, Survey Monkey, SlideShare, Google Docs
•! Blended Software (local+cloud)
–! Dropbox, Evernote, Mozy

Agenda

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Online Communication
Information Exchange via the Internet

3. Real-Time Communication

2. Active Participation

1. Passive Participation


Transforming the Education System
Learn & Study online
Stanford University:
“President John Hennessy
predicts the death of the
lecture hall.” (May 2012)

Source: Salman Khan at TED, March 2011

Khan Academy:
“Let's use video to
reinvent education!”

Creating Visibility
Marketing

•! Push marketing
–! email mailing lists
–! Google ads
–! send notes on social media

•! Pull marketing
–! PDF brochure
–! Blog
–! Personal website
–! Expose your business on social media


Number of Users
June 2012

LinkedIn: ~ 150 Million

Twitter: ~ 140 Million

Gmail: ~ 425 Million

Facebook: ~ 955 Million


Should you use LinkedIn?

1.! Do you want your business to be present
in the Internet?

2.! Would you like to do business globally?

3.! Do referrals open doors for you?


For Your
Reference
How to get started?
Step by Step Instructions

1.! Create a personal or company profile
2.! Connect with people you know: present and past
3.! Write referrals
4.! Ask for referrals
5.! Join relevant groups of your target market
6.! Create your own group
7.! Provide useful information and promote it
8.! Start discussions and provide value – not noise
9.! Cross-link with your other web pages
10.!Update your status, add more contacts

Active Participation
Share and Influence

Grandmother Mary Warren
http://journeyintoelderhood.blogspot.com


Collaboration Tools

(audio only)


Self Assessment
What do you use right now?

•! Passive participation
•! Create visibility
•! Active participation
•! Virtual coaching

" Share with your neighbor


Top 10+ Websites
Take
away

Learn, study, get information
–! www.timeanddate.com on-time in the right time zone
–! http://www.bank-holidays.com/ worldwide holidays
–! www.oanda.com currency converter
–! www.wikipedia.com online encyclopedia
–! www.ted.com “Ideas worth spreading” (200 million views)
–! www.khanacademy.org/ online academy
–! http://geert-hofstede.com/ Professor Geert Hofstede: culture

Active participation: marketing & visibility
–! www.coachfederation.org/ ICF
–! linkedin.com facebook.com twitter.com Social Networks
–! www.blogspot.com start blogging
–! www.slideshare.net/ share your presentations
–! www.youtube.com video sharing
–! www.wordpress.org build your blog and website


Agenda

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Core Message


Are you ready?
Takeoff Checklist
!! Hardware ready
–! Computer, tablet, smartphone
–! Webcam, headset
–! Internet Connection

!! Software ready
–! Calendar, address book, PDF, Office Suite
–! Collaboration tools: Skype, Adobe, Webex, GoTo Meeting
–! Security: Anti-Virus, Encryption
Doodle, PayPal, Survey Monkey, SlideShare, Google Docs
–! Dropbox, Evernote, Mozy

!! Clients ready
–! Time and date
–! Communication tools
–! Meeting confirmed


Murphy’s Law
“Anything that can possibly go wrong, does”


What is Your “Plan B”?
Disaster Recovery
-! Lost Data (backup: local, cloud)
-! PC crash – reboot time
-! Network outage
-! Hardware failures
+!Exchange alternative contact numbers
+!Agree on fallback plan, e.g. Webex "
Skype " Telephone " Text message
+!Prepare a plan B – before you need it


Where Everyone Fails!

The World Clock


Fish and Water = People and Culture


Culture Definition

Shared meaning or understanding
by any group to a situation or behavior that
came about as a solution to a specific need
or problem.


What’s in Your Water?
•! Age group?
–! Millennial / Gen Y / Gen C " 15 to 32
–! Gen X " 33 to 44
–! Baby Boomer " 45 - 63
–! Traditional or Greatest Gen " 65 +

•! Where were you born?
•! Where do you live now?
•! What is “good manners”?


What Behavior do you see?
Tip of the Iceberg

Explicit Culture
Artifacts
and
Products


What don’t you see?

Norms and Values

Basic Assumptions

Implicit Culture


Take
away
Cultural Aspects
“Above and Below the Waterline”
Visible artifacts:
–! Identifying individuals as part of a social structure or a group of people
–! Going deeper you discover social norms and values groups of people
–! These norms form what is right and wrong and come from solutions found to
problems that arise are consistently answered in a similar way
–! Values are how they know what is good and bad
Caution in coaching:
–! Implicit basic assumptions are so engrained you don’t even question or notice
them
–! Whether you bow, shake hands, have eye contact or how long you hold the
gaze into a strangers eyes is all part of the culture
–! Even notions of modesty, childrearing, leadership, career paths, rhythm and
pace, physical contact, expressing emotions are acceptable to varying degrees
depending on social norms
Read the research material for insight and guidance.


For Your
Reference
Cultural Aspects
Interpreting the Research

Talcott Parsons: sociologist leveraged by Trompenaars & Charles Hampden
–! Universalism versus particularism (rules versus relationship)
–! Individualism versus communitarianism (Individuals versus the group)
–! Neutral versus affective (the degree to which emotions are expressed)
–! Specific versus diffuse (the degree of involvement) ( how much is private versus public)
–! Achievement versus ascription (how status is accorded)

Trompenaars and C.Hampden: Turner interpreted the above and added two additional aspects
–! Time – focus is past, present and or future
–! Environment – people are stronger and motivated from within versus the environment

Geert Hofstede: Organizational Anthropologist
–! Power distance – emotional distance between the parent and child, teacher and pupil, boss and subordinate
–! Individualism versus collectivism – how they view the community
–! Masculine versus Feminine – has more traditional male or female tendencies
–! Uncertainty avoidance - handling ambiguity allows less rules and less stress
–! Long term focus or shorter time period or term focus – longer term cultures grew faster

Phlllippe Rosinski – Cultural Orientation Framework
–! Sense of Power – control harmony humility
–! Time management approaches – scarce plentiful, monochronic polychronic, past present future
–! Definitions of Identity and Purpose - being doing, individualistic collectivistic
–! Organizational arrangement – hierarchical equality, universalist, particularist, stability change, competitive collaborative
–! Notions of Territory and Boundaries – protective sharing
–! Communication patterns – High-Context Low Context, Direct/indirect, Affective Neutral, Formal Informal
–! Modes of Thinking – Deductive Inductive, Analytical Systematic


Cultural Aspects
Verbal Communication Patterns


Cultural Aspects
Interpreting the Research

When you get stuck with a client
•! Basic Assumptions

•! Face

•! Communication Patterns

•! Trust Your Instincts


Building Trust Virtually


Take
away
Building Trust Virtually
How do you build trust?
•! To get trust give trust
•! Over communicate the expectations
•! Set the tone and methodology for future interactions
•! Be accessible and responsive:
clarify how to relay information
•! Be very careful using metaphors and gestures
•! Create social time within the coaching call
•! Be curious about ambiguity
•! Transmission delay time: don’t talk over each other
•! Take a deep breath when experiencing challenges
•! Consider socializing as a trust builder


For Your
Reference
Building Trust
Every Software has Bugs


For Your
Building Trust
Reference
Every Software has Bugs


10 Points for Cultural Appreciation
Take
away

1.! Define your culture
2.! Understand assumptions in your culture
3.! Get familiar with global aspects
4.! Define assumptions on client’s culture
5.! Set up time to discuss cultural nuances
6.! Define norms within your relationship
7.! Make it safe to discuss assumptions that might have
been violated
8.! Set up a plan B before you need one
9.! Check accountability methodology within each culture
10.! Check results, standards and expectations
are acceptable and reasonable

Take
away
Behavioral Etiquettes
In the Virtual World
•! Be on time – in the right time zone
•! Constantly check if your client is still with you
•! Get familiar with communication technology
•! Eliminate background noise
•! Avoid multi-tasking
•! Socialize
•! Speak clearly
•! Avoid email escalations
•! Respect copyright in the Internet


For Your
Reference
Engaging your Clients
1:1 Coaching

•! Build trust – quickly
•! Enable video – whenever possible
•! Start the session by checking
relevance and priority
•! Asses client’s comfort level and
experience with communication technology
•! Effective use of silence
•! Effective use of questions
•! Learn the collaboration tool’s functions


For Your
Reference
Group Coaching

•! Build trust – quickly
•! Assess client’s comfort level and experience
with communication technology
•! Pattern disruption: every 3-5 minutes
•! Check for distractions and background noise
•! Learn the collaboration tool’s functionality


For Your
Reference
Pattern Disruption

•! Guidelines:
–! In person
–! In a virtual meeting
•! Best practices:
–! Ask questions
–! Blank the screen
–! Show a video
–! Start a chat (chat tool)
–! Ask for feedback ("raise hand" feature)
–! Brainstorm on a virtual whiteboard
–! Vote: use the voting tool for ad-hoc
group decisions

Take
away Virtual Coaching: 10 Points of Logistics
1.! Be on time for meetings
2.! Respond to emails within 24 hours
3.! Be present on social media
4.! Use Internet communication tools
5.! Effective use of your webcam
6.! Publish a video of your "elevator pitch"
7.! Be online while travelling
8.! Create online material for prospects
9.! Have a "Plan B"
10.!Be respectful, take a deep breath #

ICF Core Competencies
Meet your clients where they are

A. SETTING THE FOUNDATION
1. MEETING ETHICAL GUIDELINES AND PROFESSIONAL STANDARDS
2. ESTABLISHING THE COACHING AGREEMENT
B. CO-CREATING THE RELATIONSHIP
3. ESTABLISHING TRUST AND INTIMACY WITH THE CLIENT
4. COACHING PRESENCE
C. COMMUNICATING EFFECTIVELY
5. ACTIVE LISTENING
6. POWERFUL QUESTIONING
7. DIRECT COMMUNICATION
D. FACILITATING LEARNING AND RESULTS
8. CREATING AWARENESS
9. DESIGNING ACTIONS
10. PLANNING AND GOAL SETTING
11. MANAGING PROGRESS AND ACCOUNTABILITY


Agenda

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Demonstration
Get active Now!

•! Join our webex session right now
(mute yourself)

•! Send your questions as SMS / text message

•! Raise your hand #


Demonstration
How to get started and how to continue?





System Performance
http://www.speed-battle.com/speedtest_e.php


Network Performance
http://www.speedtest.net


Demonstration





Webcam Test
http://www.testmycam.com


Audio and Video Test
Skype


Advanced Video Test
http://www.voipreview.org/voipspeedtester.aspx


Demonstration





Collaboration Tools
Overview

(audio only)


Online Voting and Scheduling
http://www.doodle.com


Online Slide Sharing
http://www.slideshare.net


Summary

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Your Takeaways
Take
away

•! Most relevant resources
•! Top 10+ websites
•! Cultural Aspects
•! Building trust virtually
•! 10 points for cultural
appreciation
•! Behavioral etiquettes
in the virtual world
•! Virtual Coaching:
10 points of logistics

Connecting in the Virtual World
Engage in your new community

Next steps:
1.! Download the material: Virtual4Coaching.com/ICF Take
away

2.! Ensure success & increase your learning curve:
Join us for our follow-up webinars
3.! Use Doodle to vote for dates and times
4.! Connect with us on LinkedIn
5.! Join our Community:
•! LinkedIn Group Virtual4Coaching
•! Facebook Virtual4Coaching


Self Assessment on Comfort Level
Where do you stand now?

$! #!
Global Citizenship

&!

"! %!

Communication Technology Use

Core Message

Virtual4Coaching.com/ICF

Patricia Weiland Ralf Wolter


Patricia Weiland Bio
•! Patricia Weiland brings over 25 years of hands on experience inside and in
service to Fortune 100 organizations to her role as a Consultant and
Professional Coach. Ms. Weiland coaches key global stakeholders in senior
level executive and professional positions facing strategic, behavioral and
productivity issues. Ms. Weiland consults with leaders at all levels on team
and employee development plans at to identify, assess and improve
leadership skills in organizational competencies increasing engagement and
contribution. Weiland finds that coaching is uniquely positioned to attend to
leaders in global enterprises with leaders in remote locations who face
situational challenges while maintaining strong connections to the ideals
and corporate wide goals and initiatives.
•! Ms. Weiland holds a master’s degree in Organizational Management
Development from Fielding Graduate University and a B.A. in
Communications from University of Wisconsin. Weiland is a PCC with the
International Coach Federation and certified to administer MBTI and DISC.
•! www.sage4change.com


Ralf Wolter Bio
•! Ralf Wolter is a senior leader and coach with 25 years of global experience
in building and leading global and virtual teams in large corporations. Due to
strong communication and presentation skills, Ralf consistently achieves
high scores at public presentations, events, and conferences.
•! As a motivational and professional speaker, Mr. Wolter has presented topics
such as leadership, innovation, the future of technology and related
implications for business and communication, developing the next
generation of leaders, and the future of coaching. In addition to developing
people, he enjoys being a technology futurist, combining visionary thinking
with a practical hands- on approach to apply networking and communication
technologies for shaping the future of coaching and training. Ralf's specialty
is combining coaching, consulting, leadership and creativity with a passion
for developing people. He is enthusiastic about developing the next
generation leaders through high-performance career coaching and training.
In addition to developing people, Ralf enjoys being a technology futurist,
combining visionary thinking with a practical hands-on approach to apply
networking and communication technologies for shaping the future of
coaching and training.
•! www.hpcg.eu


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