1. Demonstrates effective listening, questioning and clarifying skills; notices the difference between what is said and what is left unsaid.
2. Uses honest, direct, easy-to-understand language that enables the Client to move towards the agreed outcomes.
3. Uses courteous communication which is friendly, open, confident and flexible; no hidden agenda or passive-aggressive tones.
4. Adapts communication/language style to reflect the Client’s needs and outcomes.
5. Adapts communication/language style in recognition of the Client’s personality preferences.
6. Uses the Client’s language to create broad and meaningful conversations.
7. Provides relevant feedback and information to support the Client’s needs and outcomes.
8. Communicates clearly, confidently and credibly with the Client.
9. Encourages Client’s to share their views; takes time to understand and consider these views and if something isn't understood, isn't afraid to ask for clarification.
10. Manages emotions in an intelligent manner, which does not impact on the Client in a negative way.
11. Is comfortable in exploring emotions with the Client in a non-threatening manner.
12. Uses intuition to engage Client’s to consider what is not being said.
13. Recognises and effectively manages transference, counter-transference and/or projection.
14. Allows the communication between Coach or Mentor and Client to flow; does not interrupt, lead, suggest or make assumptions.
15. Demonstrates the use of pitch, pace and tone.
16. Demonstrates the use of effective body language (where appropriate).
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