Você está navegando pelas respostas emocionais de um cliente. Como você mantém a objetividade em seu feedback?

Navigating emotional responses requires empathy and clear communication. I maintain objectivity by first acknowledging the client's feelings, which helps build trust and rapport. I then shift the focus to facts and progress, reinforcing our shared goals. Active listening is key—I ensure the client feels heard, which allows me to guide the conversation back to actionable steps. By separating emotions from the feedback, I provide constructive insights that drive improvement without undermining the client’s experience. My approach ensures that feedback is both supportive and aligned with the client's long-term success.

I have studied and give workshops on a personality diagnostic called the Enneagram. The system exposes the student to their biases very clearly. And as a coach, helps me identify the propensities and personalities of those I am working with. My own bias is towards resolving problems. I like to address problems head on and resolve them. I know this about myself, and regularly need to make myself slow down, listen to my client and be open to emoting with them. I'm there to assist them, and until they can get past whatever emotion may be involved, they won't be open to a resolution. It's not always easy for me to be open to that emotional moment, but it's part of active listening and an important first step in our process.

Navegar por las respuestas emocionales de un cliente es un desafío. Es necesario entender y aceptar que mis propios sesgos, mis creencias y experiencias pueden influir en mis percepciones. Sin embargo, sé que las emociones son parte integral de la toma de decisiones. Estudios muestran que entre el 80% y el 95% de nuestras decisiones son emocionales, lo que nos proporciona confianza. Esto se debe a que las emociones afectan cómo procesamos la información, cómo la priorizamos, y cómo nos comprometemos con nuestras decisiones. Aceptar que las emociones y la racionalidad pueden trabajar juntas me ha permitido brindar comentarios más equilibrados, centrándome en las necesidades y objetivos del cliente.

Las emociones del cliente deben validarse, aunque devolvamos feedback objetivo sobre lo que observamos al respecto. Mas del 90% de las decisiones que tomamos, consciente o inconscientemente, son emocionales. No se deben demonizar las respuestas emocionales en una sesión, sea del tema que sea. En mi opinión, todo lo contrario, salir de la mente racional es necesario y positivo, y en ocasiones muy dificil. El reconocimiento, la gestión y el bienestar emocional son una parte muy importante que completa nuestro equilibrio y bienestar como personas completas.

When navigating a client's emotional responses, it's crucial to maintain a balance between empathy and objectivity. Acknowledge their feelings without letting them cloud your judgment. Start by listening actively, which helps the client feel heard and valued. Then, frame your feedback in a way that focuses on actionable insights rather than emotions. Use clear, factual language to communicate your points, and remind yourself that your role is to guide them toward solutions, not to absorb their emotional state. This approach ensures your feedback remains constructive and professional.

En el coaching, la escucha activa es fundamental para mantener la objetividad al abordar respuestas emocionales. No se trata solo de escuchar palabras; es un proceso de observación detallada. A menudo, el cliente expresa más con su lenguaje no verbal—sus gestos, entonación, y pausas revelan emociones que quizás no verbaliza. He aprendido que prestar atención a estas señales no solo construye confianza, sino que también me permite ofrecer retroalimentación que es a la vez empática y objetiva. Detectar esas emociones ocultas es clave para guiar al cliente de manera efectiva y centrada en sus necesidades.

This last month, I've been dealing with the unexpected death of a dear friend. He died out of state and due to potential negligence on the part of the hospital. My role in coaching his family through this involved listening to what happened, and asking what they wanted to see happen next. I've found that when people are emotional and are faced with the need to take action, my role becomes crucial. I'm the person who can help them focus on taking one step at a time. And by them getting that first step done, move to the next step. This helps the emotion go from overwhelming to manageable, and helps the person through their grief instead of staying immersed in grief.

To maintain objectivity when navigating emotional responses from a client: Practice Emotional Detachment: Stay emotionally neutral and separate your feelings from the client's emotions. Focus on Facts: Base feedback on specific behaviors and facts, not on emotional reactions. Use Active Listening: Listen to understand their perspective, showing empathy without letting their emotions sway your objectivity. Reframe Responses: Offer feedback in a constructive manner, focusing on solutions and growth rather than emotions. Maintain Professionalism: Keep interactions professional and centered on the client’s goals, avoiding personal biases. This approach ensures your feedback remains objective and constructive

Emotional detachment is easier to maintain when, as a coach, you look at the entirety of your client's situation. For example, in a marital situation where one spouse complains about the other not helping enough, not doing enough. Knowing that there are 3 stages in a marriage: romance, disillusionment and joy can help couples who are in disillusionment, to recall their romance and times of joy. This can help balance out the negativity and neutralize the disillusionment. I also like re-enforcing the reality about feelings in general. Feelings are spontaneous inner reactions. They aren't right or wrong, and they do pass. Just don't let them overtake your behavior. Doing anything hurtful or destructive may not allow for healing.

Encourage the client to practice journaling the responses to those open-ended questions. Journaling with no judgment, simply focusing on situation-emotion-reaction. The purpose of this focus exercise is to allow the client to recognize patterns of events/situations/people and how they are responding to those. Tony Robbins says: “The greatest benefit to recognizing patterns is that it gives you a pathway to power and a ladder out of chaos.”

Para mantener la objetividad al navegar por las emociones de un coachee, la práctica reflexiva es crucial. Después de cada sesión, reflexiono sobre mis comentarios para asegurarme de que no fueron influenciados por mis propias emociones. Crear un espacio seguro para que el coachee exprese sus emociones es esencial; le permito sentir, identificar y explorar sus sentimientos. A través de preguntas reflexivas, lo guío a ver la situación desde una nueva perspectiva y a tomar acciones conscientes. Este proceso no solo ayuda al coachee a manejar mejor sus emociones, sino que también mejora mi capacidad de ofrecer un coaching objetivo y eficaz