2023

The Support Matrix

In early May of 2023, the surgeon general of the US released an advisory report calling attention to the loneliness epidemic.

If you’re new to this topic, in short, people today have fewer friends and fewer systems of support than ever before.

Why is this important?

At a societal level, if a population is lonely and disconnected, you’re going to see the impacts in an uptick of negative health outcomes from an increased incidence of heart disease to increases in suicides - that’s why it’s so powerful that the surgeon general is weighing in on this.

Why is this important to you, the reader, in your life?

How much support does a person need?

Some ages back, I wrote about how founders can’t emotionally bootstrap their companies.

Since I wrote that essay, that perspective has been reinforced and expanded through many, many conversations I’ve had with founders and leaders who tell me that they need a whole spectrum of support to sustain themselves, their companies and their relationships.

For example, my podcast conversation with the co-founders of the next-gen gaming platform Artie confirmed that having a coach and a therapist is totally a thing, and nothing to be ashamed about!

What kind of systems of support?

For me, I have a five-legged stool of support systems, regular conversations and gatherings that are blocked in my calendar.

My Therapist (one hour weekly, on and off for 15+ years)

My Men’s Group (two hours weekly, four years strong)

My Coaching Forum (five hours monthly, currently entering our third year)

My Sunday Dinner + Drinks (2-3 hours weekly…this dinner with friends has been going strong for over 10 years).

My journaling and sketching habit - sometimes daily, sometimes less. I have notebooks for my mental health and for my coaching practice.

But we could bucket these into a basic spectrum of support, sized like t-shirts: Large, Medium and Small. The three key conversational buckets, or legs of support are:

  • Groups,

  • One-on-one conversations, and

  • Conversations with myself

Now, I love sorting conversations by size, ie, amount of people, as the Spectrum of Support stool diagram does above, but we could just as easily sort these spectrums of support with many other lenses.

For example:

Self/peer facilitated vs expertly facilitated. My therapist is accredited and expert in their field, while my men’s group and coaching forum are peer-facilitated. It’s great to have self/peer facilitated spaces because guiding conversations is such a critical leadership skill, and these spaces can create opportunities to hone your own approach. Experts, on the other hand, bring safety, clarity and assurance to their approach, and I always learn something new I can steal!

Self-growth focus vs Life Focus: My Sunday dinner conversations are sometimes about life, the universe and everything, but often we talk about media, politics, and other tomfoolery. On the other hand, my men’s group is only focused on personal growth and self-transformation. We don’t talk about stories, we process emotions. I find safety and security in knowing that I have a space like my men’s group that will always be laser focused, vs a space that is flexible and loose.

Self/Others/Nature/Transcendence: My friend and podcast guest Casper ter Kuile uses four very different categories of connection:

  • those for connecting with yourself,

  • rituals that connect you to others

  • fostering connection to nature

  • making time to connect with something transcendent, which for some might be a sense of “god”, oneness, or something else.

Since he’s largely inspired by what I like to call “Biomimicry but using religion” it’s not surprising that he includes time for focusing on something larger than what we can see - it’s a feature of all religions and helps inspire awe and wonder, both surprisingly helpful experiences. His company, The Sacred Design Lab explores what we can learn from religion to inspire leadership, gathering and transformation and he wrote a wonderful book on the power of ritual. You can check out our conversation here!

Why is regular, even structured, self-talk so important? Check out my essay here on how impactful self-talk can be on your quality of life.

The Commitment-Intimacy Support Matrix

The spectrum that has been on my mind is at the intersection of commitment and intimacy - what I am currently focusing on as the essential factors in any Support Matrix.

I began to realize that the systems of support, the spaces and places that had delivered the most impact to me were all high-commitment and high-intimacy spaces.

For example: My men’s group is a high-commitment space - we commit to coming together each week. If we need to miss a session, we have to reach out to other members and have a 1-1 check in with someone to share what we’re making more important than the meeting.

(Note - it’s 100% okay to say - “I am prioritizing going to a party with my partner” - and committing to being 100% present to having a great time at said party and coming back and sharing that joy with the group!)

Since we’re a high-commitment space, you can’t just flake out. If you do, we’ll call you out on breaking your commitments. We’re also high-intimacy, in the sense that we can bring anything to the group to talk about - it’s one of the few spaces where we can say whatever we need to.

My coaching forum is also a high-intimacy space. Even though we focus on helping each other grow our coaching practice (both in professional excellence and revenue) we also focus on sharing what is really going on in our lives - losses of family members, parenting, fertility journeys, self-doubt, and so on.

Often I see people trying to learn, develop and grow using low-commitment and low-intimacy spaces: Webinars, reading, social media.

These are like snacks. They can keep you alive and moving forward, but they are just not enough.

Deeper commitment is more deeply nourishing.

Deeper intimacy, allowing yourself to really be seen and to see others, is powerful.

The Holy Trinity of Professional Development: Coaching, Mentoring and Peer Forum

With my executive coaching clients, I find there is a powerful trinity of support systems they need to thrive in their roles: Coaching, Mentoring, and Peer Forums.

Sometimes these support systems are more ad-hoc and casual, but I’ve found that they are all like 401ks - the value of commitment and intimacy compounds over time as you reinvest.

Coaching is powerful because it focuses on the belief that the coachee has the answer within, that they can and should find their own way. It creates the space and time for them to think deeply, with a caring and committed thought partner (like me! - learn more about my coaching here).

Coaching is less directive, which means the coachee can tap into their own reserves in a powerful way.

Mentoring is powerful because it helps a leader get vital feedback and information about their unique context. No matter how much confidence and clarity a person can get from coaching, it is incredibly helpful to connect with someone who’s “been there/done that” in some relevant way. Finding great mentors (plural - the more the better) is hard, but worthwhile.

Peer Forums can go by lots of different names: Peer Coaching, Peer Exchange Groups, Masterminds. Organizations like EO, YPO, Starting Bloc, and Vistage host peer groups that are powerful in five ways:

  1. They are long (in duration - for example, YPO-style groups meet monthly for a full day in person, while my coaching peer group meets monthly for five hours online.

  2. They are ongoing - they usually continue to meet with no end date in sight.

  3. They are small - often capped at 10 people - which feeds intimacy.

  4. They are highly structured. Either they are expertly facilitated or the people in the group are expertly trained to self-facilitate.

  5. They are normalizing. When the group is more similar than different in essential ways, they can provide deeply nourishing feedback that, yes, the challenge you are facing is face-able, since others have also faced it in some manner.

Balancing Diversity with Similarity in Support Systems

Balancing variety and diversity with similarity and familiarity is essential, and also a fundamental challenge of peer groups, coaching and mentoring.

For example - in my men’s group, it's very powerful that some of us are dads, some of us are trying to become dads, and some of us never want kids. It provides richness to the conversation.

On the other hand, when someone is struggling with parenting, it’s incredibly helpful for someone else in the group to be able to say, “I see you,” from having had a similar experience.

On the other hand, there are men’s groups only for dads - having someone who never wants kids in such a group just makes no sense!

Similarly, it can be helpful for a CEO group to only have CEOs or for a CTO group to just have CTOs, but it can be very helpful for them to be in different industries and stages of growth. On the other hand, the peer groups in EO, YPO and others often work to create groups that are in similar stages of development.

Filtering in this way can have advantages …but also drawbacks: too much sameness sucks the richness from the conversation.

How can we find the sweet spot between diversity and similarity?

The Q of a gathering

In 2012, Jonah Lehrer wrote a wonderful article in the New Yorker about Groupthink. In the later half of the article, he discussed the work of Brian Uzzi, a sociologist at Northwestern, who dedicated his career to uncovering the ideal team composition. He focused on Broadway musicals as an ideal way to study the complex ways team creativity can impact success, with easy to measure inputs (people) and outputs (box office numbers!).

Musicals, to Uzzi, epitomize group creativity. Collaboration is paramount – composers work with lyricists, choreographers with directors, etc. - to create a successful show. Uzzi studied all 474 Broadway musicals from 1945 to 1989, tracking relationships and using a value he called "Q" to measure the amount of social connectivity and familiarity a team had.

Often musicals are developed by teams of artists that have worked together several times before—a common practice to reduce risk with “known quantities." We still see this today in marketing “from the team that brought you X.” Such musical productions would have a relatively high Q. A musical created by a team of strangers would have a low Q.

Uzzi, in essence, compared familiarity with success and reported:

“Frankly, I was surprised by how big the effect was…I expected Q to matter, but I had no idea it would matter this much.”

A low Q (low familiarity, or an overly-fresh team) correlated with low success, which Uzzi expected - it may take time to develop a successful collaboration. What was surprising was that a very high Q was also correlated with low success!

It was possible to be too familiar.

Lehrer summarized Uzzi’s insight:

“The artists all thought in similar ways, which crushed innovation.”

I love this idea of balancing freshness and familiarity in all our gatherings, not just in the success of musicals or the general creativity of teams.

I have seen this play out in my own life - I have an annual eggnog party where I make a quadruple batch of the New York Times classic Nog. It’s been going for about ten years, with a small break for the pandemic. In the before-times, the gathering was often a familiar group of groups from my life - grad school, work, other friends, who knew each other a bit, and more and more over the years. It was always a large and raucous group, but our Q was increasing too much, as it turned out. I had created a guest list that was more regulars than new additions. (although the addition of my wife about five years ago did provide a solid Q-infusion since she has fun friends!)

Last year, I started hosting a series of smaller salon-like gatherings dedicated to serendipity. My wife and I split the invite list and started reconnecting to old acquaintances and new folks we were meeting as we ventured out in the post-pandemic re-socializing of New York. Some folks would get re-invited, others were one-offs. After hosting just 2-3 of these gatherings, the dates of the Egg Nog party approached. We decided to invite everyone who had been to a salon and the whole old timers Nog list.

The group that wound up coming to Nog Fest 2022 had a really great Q-value. A solid balance of freshness and familiarity that everyone commented on.

Similarly, in peer groups, we can be tempted to find a group that all narrowly meet a certain criteria or be a certain type to create a maximal Q-value. But Uzzi’s Q research shows us that variety is the spice of life, and that cultivating diversity of many types can have outsized rewards.

We are social animals and we require varied social nourishment

As a professional, I focus a lot on my own professional development and on helping my clients develop themselves. But, of course, we’re more than just our work.

This is where the conversation moves into the ideas of third places, long-term conversations, and, the importance of clubs in helping us stay connected to each other (which is what the film by my friend Rebecca Davis, Join or Die is all about — Robert Putnam’s groundbreaking work on why you should join a club, and why the fate of America depends on it. If you are dubious, check out the trailer!)

Lower commitment spaces with medium intimacy, like communities and third places, can be extremely helpful for overall mental health and personal flourishing.

Each of us has our own loneliness epidemic that we need to attend to with a spectrum of support tailored to our needs and goals.

My friend and podcast guest Kat Vellos wrote a whole book called We Should Get Together on how challenging it is to build adult friendships due to many, many structural factors, and she shares tons of suggestions on how to build deeper connections. You can check out our podcast conversation here and find links to her work.

My podcast guest Nick Gray says to host more parties, and his work is around helping people do just that. If you haven’t listened to our conversation, you should! And he’s right…if more people held more parties more often, that would be great. But 2-hour, mid-week cocktail parties, while surprisingly powerful, only scratch certain itches and can only provide certain types of support. That said, being the host and creating the support you most want to have is incredibly powerful. In fact, that advice is the advice my coach Robert Ellis gives!

I’d love to hear how many legs your support stool has, and what your key legs of support are!

The Four Quadrants of Employee Performance

Hiring, retaining and developing talent is a key leadership skill. Without great talent it’s impossible to have a great team. And without a great team, it’s impossible to build a great organization.

Hiring, retaining and developing talent is also time consuming, both in amount of time daily and weekly and length of time, over months. 

How much time? 

The HBR classic The First 90 Days (summarized here) has a diagram that explains that a new hire can actually take 3 months to start delivering value and another 3 months to start to see a breakeven return on your investment. 

The space under the line to the lower left is “value consumed” as a hire learns about the organization and the job. There’s no net contribution to be expected until three months in (90 days) -  that’s one of the main reasons that new hires should read The First 90 Days, and use it to develop a plan to manage expectations of their employers - which are always high!

You, as a Leader, are understandably itchy to hire employees that can “hit the ground running” on day one…but that’s rarely a realistic expectation.

Does that mean you have to wait for 3-6 months to find out if you’ve made a good hire?

The Four Quadrants of Employee Performance

Danny Meyer is one of my favorite business thinkers. He’s the pioneering restaurateur behind such acclaimed establishments as Gramercy Tavern, Blue Smoke, and the amazing and ubiquitous Shake Shack.  He’s also renowned for his focus on genuine hospitality and employee-first business thinking through his consulting firm, Union Square Hospitality Group. 

He wrote one of my favorite business books, Setting the Table. Read it!

Danny recently shared one of his most impactful leadership frameworks with Tim Ferris and summarized it here. The core idea is that there are four essential types of employees with four different attitudes towards performance. For each, you can have an action point and a time frame when you start to discover what kind of employee they are.

Flowers and Gems, Puzzles and Candles

Meyer breaks down the four quadrants of employee performance this way: Can and Can’t, Will and Won’t.

“If you've got somebody who can and will, I want to celebrate that person. Those are my flowers. I really want to water them.”

It's easy for leaders to take the Can/Will employees for granted. But it's important to "water these flowers" with praise and recognition. This helps with retention, sure, but it also makes it clear what kind of culture you want to cultivate. More on that later.

“If you have someone who can't but will, I'm gonna coach them. The wick on my candle is pretty long for someone who will…If you can teach them how to do the thing, they've got the right hospitality attitude. Once they learn …you're going to have a loyal employee for life.”

What’s amazing here is that Meyer goes on to say that he has a “six month wick” for these folks (just like HBR suggests!) …and refers to these employees as gems.

Employees that have the right mindset but not the skillset are diamonds in the rough. Many things are teachable. Hospitality, in Meyer’s view, is something that is easier to hire for than to coach.

Coaching is a crucial skill for leaders, and one that is rarely taught. Cultivating a coaching leadership style is one of the key pillars of conversational leadership. You can check out a summary of my core coaching frameworks for leaders here.

Can’t and Won’t: Light a Candle under them

Unmotivated and underperforming team members affect the whole team’s morale and productivity. Meyer says:

“Someone who can't and won't, I'm going to put the candle underneath their rear end, and they're going to have to learn that this isn't working, because the longer that person stays…everyone else on the team says, “why should I try?”

I’ve seen this play out firsthand in my executive coaching practice. A client of mine made a significant hire and found that this person lacked some crucial skills and essential attitudes that got missed in the hiring process. At the two month mark, we agreed that they would light a candle under that hire. That conversation cleared a pathway to letting the hire go at the three month mark if there wasn’t radical improvement. The frustration and disappointment my client worked through in the first two months was alleviated by clear communication of expectations and goals, and it made the process of letting the hire go a month later much more smooth and regret-free.

Can and Won’t: The Toughest Puzzle

It’s like trying to make a puzzle piece fit into the wrong slot, over and over again - but no matter how much the edges fray, it’s just not a perfect fit.

“The hardest one I find is the can but won't, that's the person that you can say to them “You're way better than this, but for some reason, you're just choosing not to bring it here.”

He describes the process of letting these Can't/Won't employees go as saying “you’re a great player, but I think you are part of a different puzzle”.

Meyer’s four quadrants, key action points and time windows are summed up here:

The Culture Equation (or, how to Scale Culture)

Meyer suggests, later in his interview with Tim Ferris, that the culture you have is, in essence, the sum of all the ideal behaviors you reward and celebrate minus all of the unwanted behaviors you tolerate.

Meyers believes that employees will notice when you, as a leader, tolerate the Can/Won’t and the Can’t/Won’t folks, thinking to themselves:

“Why do they keep batting that person in the lineup instead of benching them or sending them to the minor leagues!?”

The way to scale culture is, in short, watering your flowers assiduously and lighting candles intentionally under your potential puzzle pieces.

Easy, right?!

In practice, this is hard. Having so-called difficult conversations are, by definition, difficult. Leaders avoid these uncomfortable conversations and let them simmer, hoping they’ll resolve themselves, somehow.

Meyer’s culture equation points out the cost of doing nothing - it’s impossible to scale the culture you want to create if you let your underperforming employees sap the energy of your flowers and gems.

Leaning into the Coaching Conversation: Conversational Leadership

Watering Flowers and letting Puzzle pieces go isn’t quite enough. Your highest ROI employees are actually the gems - Can’t/Will folks who need more support and coaching to unlock their potential. 

In fact, if you’re working in a high complexity and high volatility environment, eventually everyone, you included, will be faced with an uncertain situation for which there is no easy solution. At some point, we’re all going to be in a Can’t moment. If we’re going to step into the Can’t/Will attitude, and help our teams to do the same, coaching is going to be a perennially crucial skill.

If we can foster a coaching mindset for ourselves and our teams, we can always turn Can’t into Can with a calm, consistent Will.

If you want to hone your skills as a coaching leader, check out my essay here. If you want a coach for yourself, check out my coaching page here and see if I might be a good fit for your needs.

The 9+P Model of Gathering Design

How do you lead a powerful gathering?

START WITH A POWERFUL PLAN USING THE 9P MODEL OF PLANNING.

Learn more for free: Download the 9P worksheet or Check out the 9P Mural Template.

There are more than the 9Ps in this model that can help you plan better gatherings, like:

More and more elegant Patterns of Conversation (explained in the Mural board)

More intentional Positionality to the people and purpose of the gathering (best explained in my podcast conversation with Dr. Lesley-Ann Noel, who introduced me to this concept) and what

Intentional modes of Presence that can help you lead the conversation. To master presence, sign up for my free course on Facilitation, which focuses on how you most want to show up as a leader in the moment to foster the impactful conversations you most want to lead.

Learn and master the essentials. Go beyond the basics.

It can take as little as 10 minutes of reflection to make a gathering plan that serves as a powerful backbone to an impactful gathering.

Check out this self-paced course, where I share tools, templates and patterns to make session planning and design impactful and low-effort.

You'll master a simple framework that will help you craft a clear plan to make your next important gathering as powerful as you need it to be.

45 minutes of video learning and 4 essential frameworks for planning sessions that deliver impact.

Start for Free with Mastering Presence

I call this model the 9+ P model of planning because there are way more than the 9Ps in this course.

Again, one of my favorite Ps that isn’t in the nine is Presence - knowing how you need to show up to move the conversation forward.

Mastering how you want to show up is such an important skill. I made this free course with facilitators and leaders with a facilitative approach in mind.

The tools, short Videos and self-guided exercises can help you reimagine and develop a purposeful approach to your leadership.

Sign up for the course, and get 42 essays on modes of leadership, facilitation and presence sent to your inbox for 42 days!

These resources will help you understand what value you bring as a facilitator and a leader…and to increase the range and breadth of what you feel comfortable bringing into the room.

The course uses the metaphor of “hats” to get you to visualize and clarify how you want to show up as a facilitator and leader.



Where do you want to lead the conversation?

Conversational Leadership Essentials: Do you Consult or Coach?

Questions evoke answers that are in their likeness. Broad questions usually get broad answers. Generous or thoughtful questions often evoke more generous and thoughtful answers.

Conversations are the fundamental unit of change in any context, and questions are what drive conversations. So if you want to lead powerful change, then you need to master powerful questions. And you may also need to revise your theory of change. It’s common to believe that people will change when told that there’s a better way. But the most powerful changes are self-motivated. Consulting can produce powerful change…but coaching can produce longer-lasting change.

Are you Asking or Telling?

When a waiter comes by your table and asks you and your companions mid-meal “Is Everything Good?” it’s not really a question.

It’s more of a statement, an assumption or presumption….and the generally polite response is a nod or a smile.

“How is everything?” is a question that doesn’t assume that everything is good, but it's SO broad. EVERYTHING? I can’t begin to form an answer. When someone asks me that question, I literally start to scan my entire life.

Similarly, when a leader sits down with a direct report, asking “How is everything?” can be an overbroad question that people can find hard to answer. Breaking “everything” into key components like work-life balance, workload overall, and personal development goals can make it much easier to answer.

A question like “everything good?” sits somewhere between a “pure ask” and a “pure tell” - A pure tell in this situation would be like a waiter coming by and telling you “You’re good. Here’s the check.”

Yikes.

Telling is clearly not the right conversational move in this context.

Questions can lead the conversation toward the past, present or future

“How has your service been?” seeks to understand the past.

“Do you need anything?” seeks to learn if you need anything in the immediate future.

Questions focus the attention of the people hearing it. With our questions, we can draw people’s attention to the past or toward the future. We can focus the conversation on the positives or on the shortcomings of a situation. Each way of forming a question is a way of directing the conversation. Choosing a direction for the conversation is leadership.

One way to see the Past-Present-Future spectrum in action is in project management.

A retrospective asks “How did we do?” at the end of a project, the equivalent of asking a person “How have you been?”

“How are we doing?” is a question that seeks to understand the current situation.

“How will we succeed?” is a question we can ask at the start of a project about the future.

“How did we succeed?” is a question we can ask in the present from the future.

Asking from the future is sometimes called “Backcasting.”

Where do you want to lead the conversation?

Anyone, at any moment, can lead a conversation, just by speaking up. What you say, how you ask, and what you notice, will draw people’s attention to one aspect of the conversation or another.

Where do you want to lead the conversation? What is your compass as you navigate complex challenges?

One fundamental conversational leadership framework I like to use with my coaching clients combines the ASK-TELL spectrum with the PAST-FUTURE spectrum.

I hold these spectrums in mind, together, as I am leading a coaching conversation. And I often draw these spectrums as a 2x2 matrix, below, for my clients when I’m coaching them around *their* coaching skills. Let’s call this the Conversational Leadership Matrix 2.0, since an earlier version can be found in my book, Good Talk.

When to Coach? When to Consult?

When a building is on fire, there’s no time to spare.

If you know where the exits are, just tell people “the building is on fire. The exits are down the hall.”

If you know what a person’s problem is and you can solve it, go ahead and tell them:

“These are the problems you’ve been having. This is the solution that will fix it.”

That’s the “consulting path” in blue, in the diagram below. A Consulting conversation can be a very powerful one.

The “coaching path”, in orange, is different. It creates space and time for someone to decide for themselves what their real challenge is, what they really want to create, and how they will proceed.

Most of the time, challenges that feel like a raging fire are not actual emergencies. It can be worthwhile to slow down and let the person find their own solution.

Framing Powerful Questions IS Leadership

Telling and directing can often feel easier than finding a really powerful question to ask. But telling/directing people has several major downsides:

  1. For complex challenges, that aren’t fires (ie, emergencies), simple solutions rarely exist. Complicated challenges can be solved with your past expertise. For complex challenges, your hunch is just a hunch. If you’re new to the complex/complicated distinction, check out the Cynefin framework.

  2. Telling places the burden of knowledge, of knowing the "right" solution, on the shoulders of a single person (the leader) in situations that require more nuance or a diverse knowledge set

  3. Telling disempowers the people being told/led because it discourages them from finding their own solution.

  4. The solutions we find for ourselves are the ones we’re most likely to stick with (The IKEA effect is powerful!)

  5. The most Creative and Innovative solutions are most often found by the people who are closest to the challenge. Respecting the knowledge of the person with the challenge means respecting the person. Telling can feel like disrespecting the person.

  6. Over time, telling creates a person or team that counts on being told and not listening to their own creativity. It's often triggering for people who have spent time with leaders who rely on telling/directing without justification, so, why bother being creative?!

For these reasons (at least!), coaching, with permission, is one of the most powerful ways to lead and to create change that sticks. Don’t forget the story about the company that replaced all their managers with coaches and achieved 20% more productivity and engagement!

Coaching is a modality that leans into asking over telling, and plays artfully with the past-future spectrum.

Telling people things is a tempting path. It’s a more old-school form of “heroic” leadership. It can offer a sort of short-term high, a dopamine response. Coaching is a slower form of conversational leadership, and the satisfaction from these conversations takes a bit more time.

Hacking Coaching Conversations with the SOON Model

If you want to add coaching to your leadership utility belt, one of my favorite simple models of coaching is the SOON model. It can be a helpful compass for you to find your way in a complex coaching conversation and optimize the flow of the conversation for maximum impact. Let’s break the model down, and as you read along, lets map these key coaching questions to the Conversational Leadership Matrix above.

If you crave a practical roadmap of coaching and want to build your coaching habit as a leader, I highly recommend "The Coaching Habit" from Michael Bungay Stanier! A deeper dive into *why* coaching can be such a powerful conversational “technology” can be found in Timothy Gallwey's "Inner Game of Tennis." If you want to learn from *my* coach, check out my conversation with Robert Ellis, the author of “Coaching from Essence” here.

The SOON model traditionally starts with “success” but I’ve found that people start with where they are - the Situation, and the best coaches let the coachee unwind what the current state is, and how they got there. So I’ve added an extra S!

SSOON stands for Situation, Success, Obstacles, Options and Next Steps.

1. Situation

The Situation is what people come to the coaching conversation with. It’s the answer to the question “What’s going on?” or “How can I help?” These kind of questions are directed to the present, from the present. The coachee might tell you about the past or the challenge, or how things came to be the way they are. It’s your job to probe, inquire and hold space for the full story.

Given that there’s a huge gap between how fast we can talk and how fast we can think (4000 wpm vs 125 wpm) there’s no way that someone can possibly tell you all they could about what they are thinking about a certain issue or challenge. So, it’s worth slowing down and making sure you really understand the situation. Learn more about the thinking/talking gap here.

A transformational coaching stance is to draw the coachee’s attention towards the future, from the past or present challenges.

2. Success

What is Success? This is a question about the future, from the present. The clearer we can help the coachee to think and talk about “what does good look like?” the more helpful we can be as the conversation continues. What is the Ideal Future we’re trying to create?

Asking from the present, to the future, to clarify success and “keep our eye on the prize”, is powerful. But a transformational coaching stance can amp up a vision of success in two ways. One approach is to ask “What’s better than you can imagine?” (a favorite question of *my* coach Robert Ellis). Another conversational tool is to stand in that Ideal Future and ask questions as if that future was now. Sometimes this is called “the Magic Wand” question. “You have the goal we’re defining as Success…now what?” That can help us understand what REAL success looks like. Slow the conversation down. Leverage the Listening Triangle to really expand and clarify that Ideal Future.

3. Obstacles

What are the Obstacles? The Success questions look to amplify the positive aspects of what we’re trying to accomplish. But we need to be open and honest with ourselves about what’s in the way after we’ve clearly defined where we really want to go. List all of the obstacles!

The simplest way is a question that points towards the past “Why don’t you have it (the success state outlined earlier)?”

4. Options

Once we’re clear on the goal and what’s in the way, we need to get clear on the Options ahead of us - the near future. Some say that “the obstacle is the way”. Others say that the best way to eat an elephant is one bite at a time…and that starting with the tusks is the hardest way ahead!

Laying out all the options that can create forward movement toward success is a brainstorming exercise that the coachee needs time and space to think through. What are all the ways they can answer the question “What could you do?”

Once they’ve hit a wall, it’s possible to move into “tell” territory, gently, with questions like “Have you considered something like…?” if you have relevant information, knowledge or experience.

Telling in small doses can be impactful once we’ve asked deeper questions. This is when I find that offering a framework can be extremely helpful - not to give a solution to the coachee, but to help them see their choices in relationship to each other. Mapping options to some timeless frameworks like the Systems Thinking Iceberg, the Ladder of Intervention or my other all-time favorite ladder, the Abstraction Ladder, can help summarize and concretize the work so far, and set you and the coachee up for…

5. Next Steps

At this point, we might be getting close to the time when the conversation needs to end. Once the Zoom room closes, what will happen? What can the coachee commit to doing? If you’ve slowed down the conversation in the Options phase, there will be plenty on the table that they can do…but asking “What will you do?” is a question that points towards commitment.

One framework that my coach Robert loves to use is the idea of the Domino Effect. It’s a wonderful fact of physics that a domino can knock over another domino that’s 1.5X larger. It only takes 29 dominos, each just a bit larger than the next, to knock over an Empire State Building-sized domino.

Picking just one thing that is small enough to be easy to commit to and big enough to be edgy can be powerful. Think of this as the “biggest smallest thing.”

Ask the coachee to find that domino that will set them up for the success they defined earlier - a question that points towards the future.

Shifting the Analysis-Action Set point

Everyone has their own habitual, or learned set point between Analysis and Action.

Some people love to jump straight into action…while others would rather stay in Analysis mode forever…or at least until they feel 1000% sure of their path ahead. Amazon Executive Chairman and Founder Jeff Bezos has been famously quoted from a 2016 annual shareholder letter about this challenge. He suggested that while it's always nice to have access to all of the information you'd want before making a choice and moving into action, in the vast majority of cases, waiting until you know everything you should know is impossible…and detrimental.

"Most decisions should probably be made with somewhere around 70 percent of the information you wish you had," Bezos wrote in the letter. "If you wait for 90 percent, in most cases, you're probably being slow."

A SSOON coaching conversation moves a person between Analysis, Insights and Action within a fixed time period, all while keeping our minds fixed on Impact - the reason we want to take action. A SSOON conversation is a balanced conversation - one that puts equal emphasis on Analysis, Insights and Action.

Even outside of an official coaching conversation, we can choose to use the tools of coaching to co-create our approach to problem-solving, and to make sure we’re not putting too much emphasis on one mode of thinking vs another. In the context of group conversations, the coaching mindset looks a lot like facilitation. To learn more about leading groups intentionally, check out this essay on three essential conversations for group transformation and this essay on the nine elements of transformational facilitation.

Finding a Sacred Space is an absolute necessity for Leaders

How do you follow your Bliss?

Joseph Campbell invented the term "Follow your Bliss" and this is the moment when he shared his method for doing just that - finding a place and time, each day, for just you, to connect to what matters most, to you - what he calls “a Sacred Space”

I’ve recently been re-watching The Power of Myth, a PBS series from 1988, where Bill Moyers interviewed Joseph Campbell, then a professor at Sarah Lawrence who wrote several books developing the idea of “The Hero’s Journey” and exploring the connections between the world’s mythologies. Amazingly, you can watch the whole series on YouTube here.

What Does iT Mean to Have a Sacred Place?

Why would someone need a sacred space, especially if you don't believe in a god or gods? Sacred comes from the Proto-Indo-European root root *sak- which meant to "to sanctify”…which just means to set aside or set apart, much like the idea of an “Inner Sanctum”…an inward, protected place. (FYI, Proto-Indo-European is the language that the Sanskrit language group and the Latin languages sprouted from)

Why DO Leaders need a sacred space?

It’s easy to get pulled into the day to day and get lost. Leadership is about holding the vision and helping other people connect with that vision.

Holding space for others takes energy, focus and intention that needs to be replenished, every day. Sleep gives some replenishment for the body and mind…but a sacred space is for your soul!

Below is a transcription of Campbell’s exhortation to each of us to find our “Bliss Station” each day. I can’t really say it any better than him!

This is a term I like to use now as an absolute necessity for anybody today. 

You must have a room or a certain hour a day or so where you do not know what was in the newspapers that morning. 

You don't know who your friends are. You don't know what you owe to anybody. 

You don't know what anybody owes to you.

 But a place where you can simply experience and bring forth what you are and what you might be. This is the place of creative incubation. 

And first you may find that nothing's happening there. But if you have a sacred place and use it.

…most of our action is economically or socially determined and does not come out of our life. I don't know whether you've had the experience I've had but as you get older, the claims of the environment upon you are so great that you hardly know where the hell you are. 

What is it you intended? 

You're always doing something that is required of you. 

This minute, that minute, another minute. 

Where is your bliss station? Try to find it. Get a phonograph and put on the records. The music that you really love, even if it's corny music that nobody else respects. I mean, the one that you like or the book you want to read. 

Get it done and have a place in which to do it

Any Leader who wants to be truly effective needs to find this time, in order to renew themselves, to reorient themselves, to ground themselves.

What do I do in this so-called Sacred Space?

First off, Don’t Underestimate the Power of Self-Reflection (says the Harvard Business Review).

Maybe the simplest and most effective morning practice are Morning Pages. Coined and championed by author Julia Cameron, morning pages ask us to hand-write three pages, long hand, without stopping, first thing each day. It can be transformative if you give it a try.


Not into writing?

Some years ago the wonderful podcast, OnBeing, featured this Tree of Contemplative Practices.

“The branches represent different groupings of practices. For example, Stillness Practices focus on quieting the mind and body in order to develop calmness and focus. Generative Practices may come in many different forms but share the common intent of generating thoughts and feelings, such as thoughts of devotion and compassion, rather than calming and quieting the mind.”

Try walking, singing, sketching…anything that falls under the category of “following your bliss” or stepping back from the day-to-day and giving yourself space to be.

The Tree of Contemplative Practices Image by Carrie Bergman + design by Maia Duerr/The Center for Contemplative Mind in Society..




Your Toughest Conversations Are the Ones You Have with Yourself

For Leaders, Your Inner Voice is a Superpower...until it isn't. Here are four ways to shift it.

As a leader, it's natural to think of strategies to tackle current issues or prepare for future ones - that’s the job. But if you find yourself constantly thinking about your company’s challenges, if your thoughts spiral out of control (or inwards), work can take over your life and have a negative impact on your relationships, your health and eventually, your company.

How you manage your inner talk is as important as how you manage your leadership team or how you recruit investors, advisors and board members. 

There is no silver bullet, but there are simple tools you can apply on your own and ways to seek out the right kind of help to get you moving.

Who sits on your inner board of directors?

The idea of having a host of voices in your head isn’t particularly flattering. It can conjure images of a Hollywood-type of schizophrenia. Yet, it’s a fact: each of us has a crowd between our ears. Some of the voices in our heads cheer us on; others put us down. Some whisper to us as we try to fall asleep.

It’s easy to overlook our internal conversation in the bustle of life’s duties. Our culture’s outward focus can keep us from taking time to look inward, and it’s a shame since our inner conversation is the foundation for all of the other conversations we engage in. And shifting our inner chatter can deliver a tremendous ROI. (that's why I included a whole chapter about inner speech in my book Good Talk, about how to design conversations that matter)

What Inner Speech can help with

Being able to reflect silently, to talk to and with ourselves can help us:

++ Make sense of experiences (like when we journal)

++ Remember things, like repeating your grocery list as you walk through the supermarket (don't forget the eggs!)

++ Visualize, simulate and plan for the future (like when we daydream or strategize)

++ Control yourself (like saying "Don't go there!" to yourself as you walk into a conflict)

When we take time to listen to and engage with the voices in our heads, we can begin to identify patterns and themes. We can become aware of how our inner dialogue either supports or undermines our success. We can start to distinguish the helpful from the unhelpful and make changes accordingly.

We can learn how to talk back to ourselves more kindly, offering ourselves words of encouragement and perspective when life gets tough. We can also recognize when certain thought patterns are leading us down a destructive path, and choose different paths instead.

By becoming conscious of our inner conversation, we gain a powerful tool for self-improvement and self-empowerment. It's like gaining a superpower! In fact, inner speech is much, much faster than outer speech, or writing. We can write at 40 words per minute, speak outwardly at 150 words per minute, but some research has clocked inner speech at 4000 words per minute! 

Harnessing that power is incredible.

But sometimes this superpower can turn on itself. Dr. Ethan Koss, in his book Chatter, points out that inner speech can become chatter: a circular, repeating, enervating inner grind.

When Inner Speech runs off the rails

When our inner speech gets out of control, Dr. Koss suggests that:

++ It can make it hard to perform in the moment, because we're stuck anxiously ruminating on the past or projecting into the future.

++ We can burn out our friends and partners by continuously sharing the same challenges with them over and over again.

++ We can burn ourselves out. Overactive inner speech can affect our sleep, which is essential to a healthy life. Extended stress is similarly toxic.

Four approaches to Managing Inner Chatter On your own

In order to combat hyper-active chatter, Dr. Koss suggests three key types of approaches: Those you can do with yourself, those you can apply with others, and things you can do in your physical space. Here are four approaches you use on your own, either in your head or in your space.

  1. Talk to yourself by your first Name

  2. Use Temporal Distancing

  3. Change your Space

  4. Slow down and Get into your body

1. Talk to yourself by Name

Use your name when you talk to yourself. It can make your inner voice kinder and more friendly, instantly. It automatically shifts your perspective into a "coaching" mode...we're great at solving challenges for others, so, when we talk to ourselves in the second person, we leverage this linguistic machinery for our own benefit.

2. Use Temporal Distancing

Inner speech, when it gets stuck, is usually stuck in the past or in the near future. Shifting your temporal frame gets you unstuck.

Ask yourself: "How will you feel about this in six months or a year? How do you want to feel about this in five years?"

3. Change your Space

The easiest way to change conversations is to change the space or place the conversation happens in...that's why the "interface" for a conversation is at the center of my Conversation OS Canvas. You can change the space or interface of your conversations by journalling, recording yourself talking out loud in your house or more powerfully…while going for a walk. 

Dr. Koss also suggests that you can "order your surroundings to order your mind"...ie, tidy up your desk or your house when you're caught in anxious chatter!

4. Slow down and Get into your body

We all have voices in our heads. But it’s important to remember that they are just that: voices. In our heads.

Powerful action comes from our whole selves - our heads, our hearts and our guts. So, listen to the voices in your head, but also take time to slow down and listen to your heart and your body. These parts of you have real voices, too. And a Real Voice can change your life, and help you make sense of the world. 

But we can’t hear these other voices until we can get quiet and take a step back. We need space to tune in and listen to our whole selves, our whole voices. Being in silence, mindfully connecting to your whole self, is always time well spent.

The best way to shift your thinking: Talk to someone who expands your thinking frame

When you’re stuck in an inner chatter rut, it can be hard to break out of it, even with the tools above. Your inner speech becomes a monologue. That’s when you need to find a trusted conversation partner to turn your monologue into a dialogue.

It can be tempting to go to someone who will let you unburden yourself and hear you out. It can be tempting to choose people in your life to talk with who will just listen. And you should! Finding someone who will deeply listen is incredibly impactful.

Whether you seek out a friend, family member, therapist, coach or advisor, it’s essential to have deeper dialogues with people who will challenge you and expand your frame of thinking. 

To get out of your rut, pick someone who can leverage the mindsets of coaching, mentoring and advising - not just listening to you, but pushing back on your thinking. They should ask you deeper and deeper questions that pull you into thinking differently. When you start to look at the challenge in a new way, you will start to break out of your inner chatter and start to create something new. If a coach sounds like the right approach for you, you can learn more about my coaching philosophy here.

Note: If your inner speech is particularly dark or repetitive and the four approaches you can try on your own, above, are having no impact at all, talking to friends and family isn’t making a difference, and a coach isn’t making a dent in the situation, you might need a therapist or medication.

An inner speech checklist

  1. Recognize when your inner speech is turning into chatter.

  2. Take a break and do something else. Take a walk, tidy up...shift your space!

  3. Learn how to practice mindfulness and meditation in order to be present in the moment and not ruminate on the past or worry about the future. Get into your body and out of your head

  4. Develop healthier thought patterns by challenging negative thoughts with positive ones. Consider the worst case AND the best case scenarios!

  5. Work on developing self-compassion and self-forgiveness for when you slip up or make mistakes. This is a “Sporting” mindset: you win some, you lose some, and you keep playing.

  6. If the chatter persists, talk to someone who can help you find perspective or look at the situation in an alternate light.

  7. Engage in activities that bring you joy and help you relax so that your inner speech can take a break from ruminating on stressful topics.

Take the next step

Which of these strategies resonated the most with you? Which are you going to try out?! 

Let me know! 

Did I miss a strategy that you find works really well for you? 

Let me know!