Хочу предложить вашему вниманию кейс.

Во время совещаний руководитель компании Сергей М., будучи креативным человеком, любящим мозговые штурмы с набрасыванием идей, очень часто высказывал свои идеи одним из первых. При этом он заметил, что среди представителей его команды есть те, кто не высказывает во время совещания никаких идей, отличных от тех, что предложил он сам. Несмотря на то, что руководитель знал, что эти люди достаточно креативны, т.к. они предлагали ему очень и очень интересные идеи при индивидуальных встречах. Он задумался над тем, почему так происходит: почему одни и те же люди бывают в одним обстоятельствах достаточно креативны, а в других – пассивны и замкнуты, выступая в качестве простых соглашателей? Он решил данную проблему и полностью перестроил свои совещания. Как вы думаете, что он сделал?

Если вы достаточно хорошо знакомы с метапрограммами, то знаете, что одной из классификаций людей является их деление на внутриреферентных и внешнереферентных. При этом в основе классификации лежит тип референции человека, то есть то, как он склонен оценивать себя, свой опыт и знания и принимать решения: больше опираясь на внешние мнения и обстоятельства либо руководствуясь собственными ощущениями, опытом и интуицией.

Если внутриферерентные люди принимают решения сами, учитывая свой собственный опыт и знания, то вневшнереферентные люди опираются прежде всего на что-то внешнее: обратную связь от окружающих, объективные факты, чужие советы и мнения.

В рассматриваемом наши кейсе сотрудники, не высказывавшие каких-либо идей на командных встречах, скорее тяготели к внешней референции. Им было сложно отстаивать свою точку зрения перед более или менее большой аудиторией, да еще и высказывать свои идеи, после того, как высказался руководитель, особенно если их собственные идеи еще и противоречили идеям самого начальника. Как только Сергей М. осознал причину инертности части своей команды на совещании, он принял решение делиться своими идеями только после того, как выскажутся все сотрудники. И после этого эффективность совещаний увеличилась в разы.

Учет типа референции клиента является важной составляющей и работы коуча. Высказывание мнений и идей, а тем более дача советов клиенту коучинга не оправдана ни в работе с внешнереферентным, ни в работе с внутриреферентным клиентом. Для первого она категорически вредна, т.к. полностью блокирует творческий процесс самого клиента, то во втором случае – она может вызвать раздражение клиента, привыкшего опираться на себя, свой опыт и знания, а не на мнения и опыт окружающих.

Высказывая идеи и советы, мы нарушаем доверительные отношения с клиентом, не признавая его способности быть равноценным партнером коучинговых отношений, способным мыслить самостоятельно и креативно.

И наоборот – интересуясь мнением клиента, особенно внешнереферентного, мы запускаем процесс рефлексии,  то есть самопознания, обращения внимания на самого себя и на своё сознание, свои мысли, опыт и чувства и их переосмысления. А значит учим клиента учитывать данные факторы в принятии собственных решений, что для внешнереферентного человека является большой проблемой.

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