This has been a long chapter because the Set Up stage of a coaching conversation is the most important. If you get the foundations right, then the rest of the conversation flows more easily. In order to get those foundations right you need to:

• Observe rather than scan your staff so that you can identify a coaching opportunity.

• Establish the purpose of the conversation without putting pressure on the premature identification of goals.

• Be comfortable with the purpose.

• Listen with intent through using the core Type A skills of attention, clarification, reflection, summarizing and empathy.

• Listen with intent through using the added-value Type B skills of listening for body information, energy, emotion, personality, values and beliefs.

• Move between the two modes of listening in response to what is appropriate to the purpose of the conversation.