Coachfederation.org/ICFGlobal
2012
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
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Join us on Skype
Coachfederation.org/ICFGlobal2012
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Our Story: How did we Connect?
Google Maps
GMT +1
GMT - 8
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Core Message
"Grow your Business with Technology,
to Bridge Distance and Cultural Gaps"
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Abstract
For Your
Reference
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.
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What if? Imagine…
 New clients
 Virtual = Real experience
 Greater impact
 Coach globally
 Culture awareness
 75%
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Agenda
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology
1.
Motivation
&
Benefits
Goal:
Connecting
the Real and
the Virtual
World
2.
Infrastructure
Coachfederation.org/ICFGlobal2012
3.
Inform.
exchange
via the
Internet
4.
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
5.
Demo:
how to get
Started
and
Continue
7
Definition of Virtual Coaching
You are in a different location
from your client
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Benefits of Virtual Coaching:
WIIFM?
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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
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Communication Technology:
Trends for 2020
Always connected
(unless offline by choice)
1 GB bandwidth for
each household
3D / HD Video everywhere,
interactive TV
All phones will become
“smart”
Local and remote
Collaboration
are considered equal
Augmented Reality
Targeted Advertising in
conjunction with Social
Networks
We will do Work,
not go to Work
Source: Cisco Systems, 2011
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How to Bridge these Gaps?
What are Your Expectations?
Infrastructure
Coachfederation.org/ICFGlobal2012
Inform.
exchange
via the
Internet
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
Demo:
how to get
Started
and
Continue
12
Learning Curve
ideal learning curve
Performance
mastery
strong
acceleration
new
technology
slow
start
Number of learning attempts
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Global Citizenship
Self Assessment on Comfort Level
2
5
4
1
3
Communication Technology Use
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Agenda
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology
1.
Motivation
&
Benefits
Goal:
Connecting
the Real and
the Virtual
World
2.
Infrastructure
Coachfederation.org/ICFGlobal2012
3.
Inform.
exchange
via the
Internet
4.
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
5.
Demo:
how to get
Started
and
Continue
15
Infrastructure
• Hardware
• Communication Technology
• Software installed locally
• Software in the Cloud
• Blended mode Software
• Marketing Tools
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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
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Communication Technology
• Voice over IP (Internet Telephony)
• Internet video – download (YouTube)
• Internet video – real-time (Skype)
• Online collaboration tools
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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
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For Your
Reference
Software installed on your Device
Windows PC, Mac, Tablet, SmartPhone
Recommended
• Office Suite
• PDF writer
• Calendar client
• Address book
• email client
• Password Safe
• Chat client
• Video communication
tools
• Internet telephony
Optional
• Mind-Mapping
• VPN client
• Advanced
security tools
• Encryption
tools
Must Have
• Browser (have a second one, e.g. Firefox or Chrome)
• PDF reader
• ZIP client
• Virus scanner and firewall
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For Your
Reference
Software in the Cloud
• 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
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Blended Mode Software
For Your
Reference
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)
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3 Technologies to Master
1. Internet connectivity: always connected
2. Master audio and video
3. Be familiar with one collaboration tool
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Master Video
Collaboration Tools
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Most Relevant Resources
Take
away
• Hardware
– Computer, tablet, smartphone
performance test: www.speed-battle.com/
– Webcam, headset
test: make a Skype audio test call
– 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
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Agenda
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology
1.
Motivation
&
Benefits
Goal:
Connecting
the Real and
the Virtual
World
2.
Infrastructure
Coachfederation.org/ICFGlobal2012
3.
Inform.
exchange
via the
Internet
4.
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
5.
Demo:
how to get
Started
and
Continue
26
Online Communication
Information Exchange via the Internet
3. Real-Time Communication
2. Active Participation
1. Passive Participation
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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!”
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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
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Number of Users
June 2012
LinkedIn: ~ 150 Million
Twitter: ~ 140 Million
Gmail: ~ 425 Million
Facebook: ~ 955 Million
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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?
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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 pages
10.Update your status, add more contacts
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Active Participation
Share and Influence
Grandmother Marry Warren
http://journeyintoelderhood.blogspot.com
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Collaboration Tools
(audio only)
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Self Assessment
What do you use right now?
•
•
•
•
Passive participation
Create visibility
Active participation
Virtual coaching
 Share with your neighbor
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Take
away
Top 10+ Websites
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
Coachfederation.org/ICFGlobal2012
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Agenda
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology
1.
Motivation
&
Benefits
Goal:
Connecting
the Real and
the Virtual
World
2.
Infrastructure
Coachfederation.org/ICFGlobal2012
3.
Inform.
exchange
via the
Internet
4.
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
5.
Demo:
how to get
Started
and
Continue
37
Core Message
"Grow your Business with Technology,
to Bridge Distance and Cultural Gaps"
Coachfederation.org/ICFGlobal2012
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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
–
Security: Anti-Virus, Encryption
Doodle, PayPal, Survey Monkey, SlideShare, Google Docs
–
Dropbox, Evernote, Mozy
 Clients ready
–
Time and date
–
Communication tools
–
Meeting confirmed
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Murphy’s Law
“Anything that can possibly go wrong, does”
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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
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Where Everyone Fails…
The World Clock
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Fish and Water = People and Culture
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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.
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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?”
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What Behavior do you see?
Tip of the Iceberg
Explicit Culture
Artifacts
and
Products
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What don’t you see?
Explicit Culture
Artifacts and Products
Norms and Values
Basic Assumptions
Implicit Culture
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Cultural Aspects
Take
away
“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.
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Cultural Aspects
For Your
Reference
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
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Cultural Aspects
Verbal Communication Patterns
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Cultural Aspects
Interpreting the Research
When you get stuck with a client
• Basic Assumptions
• Face
• Communication Patterns
• Trust Your Instincts
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Building Trust Virtually
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Building Trust Virtually
Take
away
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
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For Your
Reference
Building Trust
Every Software has Bugs
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For Your
Reference
Coachfederation.org/ICFGlobal2012
Building Trust
Every Software has Bugs
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Take
away
10 Points for Cultural Appreciation
1.
2.
3.
4.
5.
6.
7.
Define your culture
Understand assumptions in your culture
Get familiar with global aspects
Define assumptions on client’s culture
Set up time to discuss cultural nuances
Define norms within your relationship
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
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Behavioral Etiquettes
Take
away
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
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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
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For Your
Reference
Engaging your Clients
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
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Engaging your Clients
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
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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. Create 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 
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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
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Agenda
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology
1.
Motivation
&
Benefits
Goal:
Connecting
the Real and
the Virtual
World
2.
Infrastructure
Coachfederation.org/ICFGlobal2012
3.
Inform.
exchange
via the
Internet
4.
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
5.
Demo:
how to get
Started and
Continue
63
Demonstration
How to get started and how to continue?
1. Internet connectivity: always connected
2. Master audio and video
3. Be familiar with one collaboration tool
Coachfederation.org/ICFGlobal2012
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64
Demonstration
Get active Now!
• Join our webex session right now
(mute yourself)
• Send your questions as SMS / text message
• Raise your hand 
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65
Summary
Coaching the Distance – Bridging Cultural Gaps Seamlessly with Technology
1.
Motivation
&
Benefits
Goal:
Connecting
the Real and
the Virtual
World
2.
Infrastructure
Coachfederation.org/ICFGlobal2012
3.
Inform.
exchange
via the
Internet
4.
Coaching
the
Distance
Copyright HPCG® , Sage Strategies 2012
5.
Demo:
how to get
Started
and
Continue
66
Take
away
Your Takeaways
• 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
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Connecting in the Virtual World
Engage in your new community
Next steps:
1. Download the material: Virtual4Coaching.com
Take
away
http://virtual4coaching.com/page2/index.html
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 LinkedIn Group Virtual4Coaching
6. Like us on Facebook  Virtual4Coaching
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Self Assessment on Comfort Level
Global Citizenship
Where do you stand now?
2
5
4
1
3
Communication Technology Use
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Core Message
"Grow your Business with Technology,
to Bridge Distance and Cultural Gaps"
Virtual4Coaching.com
Patricia Weiland
Coachfederation.org/ICFGlobal2012
Ralf Wolter
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71
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
Coachfederation.org/ICFGlobal2012
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Ralf Wolter Bio
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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
Coachfederation.org/ICFGlobal2012
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