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Coaching - Best Practices & Knowledge Center

Cezane
By Cezane
23 articles

Dress Code Policy

Able is committed to maintaining a consistently professional and respectful appearance to our clients. The goal is to be sure that we maintain a positive appearance and do not offend any clients. To ensure that we meet these standards, we have established a dress code policy that all Health Coaches must follow. This dress code policy is designed to ensure that all Health Coaches are dressed in a manner that is professional, respectful, and appropriate for the work environment when conducting calls with clients. 1. General Appearance: All Health Coaches must maintain a neat, clean, and professional appearance at all times. This includes wearing clean, wrinkle-free clothing that is appropriate for the work environment. Health Coaches must also maintain a well-groomed appearance, including keeping their hair clean and neat and avoiding extreme hairstyles and unnatural hair colors. 2. Clothing: Clothing must be in good condition and be appropriate for the work environment. Clothing must not include any offensive language or graphics. 3. Tattoos and Piercings: Health Coaches may have tattoos and piercings, but they must be appropriate for the work environment. Tattoos that are visible must be tasteful and not offensive. Excessive tattoos, visible facial or neck tattoos, and facial piercings (other than small nose rings) are not permitted and will need to be covered or removed when conducting client-facing calls. 4. Accessories: Jewelry and accessories must be appropriate for the work environment. All jewelry and accessories must be tasteful and not offensive. This dress code policy is designed to ensure that all Health Coaches are dressed in a manner that is professional, respectful, and appropriate for the work environment. All Health Coaches must adhere to this dress code policy or risk disciplinary action, up to and including termination. Able reserves the right to amend this dress code policy at any time, Able will inform all Health Coaches of any amendments by email and will keep the updated Policy in the Able for Coaches Help Section.

Last updated on Sep 29, 2023

Able Best Practices

Code of Conduct Scope of Practice and Best Practices 1. Build rapport - this helps to solidify your relationship with the client to make them feel comfortable with you which can lead to an enhanced coaching relationship that ultimately helps them to excel. 2. Care about client retention and experience. We aim to optimize the chat experience to be second to none. 3. Go above and beyond to exceed client expectations and never let the client leave because the conversation goes off script or the client enquires about a special meal plan or similar. Be creative, work around inquiry, and do your best to satisfy the client. 4. Give recommendations based on their data -> food journal, intake form, and profile. If the client doesn’t track their info - dig deeper, and encourage them to so that you can help them achieve their goals faster. 5. Review client journals regularly and touch base with the client as often as possible. E.g you saw an unhealthy meal in a client's journal. You immediately sent a tip - how about replacing it with X or Y? Do you want me to share a healthy recipe? Or if it's a client's favorite meal then probably just tweaking a few ingredients would be a win too. 6. Cheer clients up for every small win/implemented change/multiple days of focusing on foods/increasing their movement and steps per day etc. Positive reinforcement can make all the difference! 7. As health coaches, we do not offer clients any clinical or medical advice. 8. We are here to guide and support the client, not to prescribe to them. Only share suggestions (on issues within the scope of practice) if the client explicitly asks for them, or if you have asked first. For example: 1. “Are you open to hearing some ideas that might help you reduce snacking?” 2. “Would you mind if I shared some indoor exercise ideas with you that you could try?” 3. “Would you mind if I shared some indoor exercise ideas with you that you could try?” 9. We do not share suggestions for any clinical issues, under any circumstances. If the client asks for advice for an injury, medical condition, mental health struggle, etc. then we must re-direct them to their physician. This includes potential diet or weight-related conditions like diabetes, high blood pressure, high cholesterol, etc. 10. We do not contradict the opinion of the client’s primary care doctor, GP, or specialist consultant. If you feel that the client could benefit from a second opinion, this can be posed as a suggestion. For example: 1. “You still seem a little unsure, despite your doctor’s advice. Could it be helpful to reach out to another doctor for a second opinion?” 2. “It sounds like you are still struggling with this issue, despite following all your doctor’s advice. I’m wondering if it could be beneficial to reach out to them again, or seek out a second opinion from another doctor?” 11. We cannot suggest to the client any particular doctor’s surgery, clinic, or practice. We can offer specific government/charity help locally to them when it comes to mental health, disordered eating, drug/alcohol abuse, etc. These will vary by country and US State. 12. As every person is different, the best practice is to use speculative language, e.g., “may”, “might”, “could”, “can”, and “suggests”. For example, You must exercise more to lose weight” vs “To reach your goal, it can be helpful to add some exercise to your routine. What are your thoughts on this?” 13. Accountability. A lot of people need someone who can hold them accountable at the initial stages when implementing change. We have found that some clients like the assurance that you are that helping hand. Frequent and short check-ins can really help a client to feel like you are holding them accountable. 14. Use short messages, more like a WhatsApp style, rather than long ones to make the whole experience more friendly and native. 15. There’s a reason why we don’t have a calorie counter -we don’t count calories! It’s not about calories in vs. calories out and it’s also not about having a calorie deficit in order to lose weight - the body just doesn’t work that way long term. Instead, we focus on eating whole foods with fiber, good fats, and high-quality proteins. There is no such thing as a low-fat, low-calorie avocado! 16. DO NOT send any personal affiliate links, or make any specific recommendations for vitamins or supplements. 17. DO NOT ask your client for their personal contact details including email or phone number or contact them outside of Able’s platform. You will be banned immediately from coaching on our platform (see section 9 in the Terms of Service for Coaches).

Last updated on Sep 29, 2023

The Able Coach

What is Able Able is a science-backed, 360-degree weight care and wellness program that is tailored to the biology and lifestyle of our clients and supported by one-on-one coaching. By providing this coaching and a personalized program that takes into account nutrition, sleep, hydration, movement, emotions, and medication as appropriate, Able helps clients reach their happy weight and maintain it while improving their overall health and confidence. What Able is NOT Able is not a diet. Able is not a calorie tracker. Able is a sustainable program that incorporates nutrition, sleep, hydration, movement, emotions, and medication as appropriate to help clients achieve their happy weight and stay there. Able’s philosophy is that doable lifestyle tweaks lead to big results over time. Able may provide sustainable meal plans tailored to the client’s specific needs. Clients and coaches can track progress within the app and share meal descriptions and photos as appropriate to their individual programs. Able is not a fitness tracker. Able integrates with popular fitness trackers in clients’ phones so clients and coaches can view progress in all areas of life that impact weight care and well-being in one place. At Able we believe movement is an important part of achieving and maintaining overall health, however, strenuous exercise is not a requirement for reaching a happy weight or improving metabolic health. Able is not a weight loss plan. At Able, we talk about weight care and reaching your healthy weight, not about weight loss. We don’t recommend “calorie deficits” or fad diets because they don’t work long-term. Similarly, the term “plan” is similar to a diet in that it reminds many people of a short-term meal plan or diet that doesn’t incorporate their unique lifestyle and needs. Many clients have past experiences with “plans” they could not stick to and which wreaked havoc on their weight over time. Able may provide sustainable meal plans tailored to the client’s specific needs. The meal plan, however, is one tool in a comprehensive program that considers sleep, emotions, movement, medication (as appropriate), and a variety of factors that contribute to weight care. Able’s 360-degree program includes one-on-one coaching, so clients have the support and guidance they need to continue newly formed habits long-term. Able’s Coaching Philosophy Who are we and what do we do? Our Mission: Able is on the mission to make personalized, best-in-class weight and wellness care accessible to everyone through a virtual, one-on-one health coaching platform. Lifestyle is a key driver in health but change is hard. We offer coaching to help guide, support, encourage, empower, and collaborate. Our Coaching Values We ask coaches to embody these values so that we make clients successful and retain them. Furthermore, these values instruct us in how to make decisions and prioritize our actions and time when the path is unclear. 1. Connection is the basis of everything we do 2. We are present and devoted to every client 3. We look at the client as a whole 4. Our program is flexible and sustainable 5. We learn from every experience to take positive steps forward What is the Role of a Coach? Coaching is a very powerful methodology when it comes to stimulating individual behavior change as it is focused on helping clients grow into becoming more autonomous experts in their own well-being and personal path. Coaches look first to collaborate and partner rather than showing up as experts who analyze problems, give advice, prescribe solutions, recommend goals, teach new skills, or provide education These expert approaches can be helpful in a coaching relationship, they are used “just in time” and infrequently The goal of coaching is to encourage: - Personal responsibility - Reflective thinking - Self-discovery - Self-efficacy Client-originated visions, plans, and behaviors are the ones that stick. The National Board for Health and Wellness Coaching (NBHWC) By definition, health and wellness coaches are not content experts in health or disease; they do not diagnose or prescribe unless a coach has credentials in another profession that allow expert advice to be given. The coach should be able to identify risk factors for chronic disease, commonly used biometric measures and current lifestyle recommendations for optimizing health. An important focus for the coach is to recognize potential imminent danger and medical red flags and to know when and how to refer to another healthcare professional. Healthy lifestyle ideals, as in most areas of health care, are continually evolving. Recommendations change frequently for everything from interpretation of biometric markers (e.g., cholesterol, blood pressure) to evidence-based suggestions in lifestyle areas like nutrition and physical activity. Moreover, guidelines vary by organization. The coach stays abreast of trends, controversies, and evolutions in the lifestyle fields since these will impact client choices and the resources they need. Since the coaching relationship is client-centered, the coach’s focus is on determining what the client already knows, needs, and wishes to learn about. The coach then supports the client in obtaining credible health and wellness information. Professional Coaches are trained to: Accept and meet clients where they are today - Ask clients to take charge - Guide clients in doing mindful thinking, feeling, and doing work that builds confidence - Help clients define a higher purpose for health and wellbeing - Uncover a client’s natural impulse to be well - Support clients in tapping into their innate fighting spirit - Address mental and physical health together - Assist clients to draw their own health and wellness blueprint - Encourage clients to set and achieve realistic goals (small victories lay the foundation for self-efficacy) - Harness the strengths needed to overcome our obstacles - Reframe obstacles as opportunities to learn and grow - Enable clients to build a support team around them - friends/family/community - Inspire and challenge clients to go beyond what they would do alone Integrating the Coach Approach 1. Make sure clients are working at least as hard as you are 2. Make sure clients are talking more than you are 3. Make sure clients first try and find the answers for themselves 4. Ask permission before you give expert advice if you think it might be beneficial so that the client is still in control 5. Brainstorm 2-3 choices with a client so that the client taps into his or her own creativity and is the informed decision-maker 6. Deliver only one question or reflection at a time 7. Always stop and consider how to use the coach approach (inquiry/reflections) with the client before offering the expert approach 8. Balance questions with reflections so that clients don’t feel like they are being interrogated 9. Use silence to elicit deeper thinking (not possible with coaching by text) 10. If clients confirm they need to acquire new knowledge and skills to reach their goals and visions, help clients define the path to this knowledge and skills, with input from other experts when needed Able Coach approach Cycle does not - deliver unsolicited advice - assess and seek what needs “fixing” - define an agenda (unless the client has asked for this direction explicitly) - provide all the answers - generate a know-it-all energy - talk more than the client - follow a checklist or methodical questions - be the expert - use scare tactics or emphasize risks/danger to motivate change - prescribe anything from goals to solutions to supplements - make assumptions or draw conclusions - disagree or moralize - persuade or lecture with logic - interrupt or avoid - feel responsible for client progress/health

Last updated on Sep 29, 2023

First Call & Follow-up Message

To help clients further understand how Able works, please use this script for your first client calls to help answer any questions. *Hi [Client Name], It's great to meet you! I'm [Your Name], and I'm your health coach with Able. [Tell the customers a bit about yourself to build rapport and confidence in your knowledge] Able is a 360-degree approach to weight care and well-being that provides a science-based program tailored to your needs and easily fits into your lifestyle. Together we'll work to develop habits over time by addressing your nutrition, sleep, stress, fitness, and more. Our calls typically last up to 15 minutes, and I recommend scheduling a call with me once a week to review your progress and discuss any changes that need to be made. During the rest of the week, you should work on what was discussed on the call or within the chat area. You can message me anytime and I'll get back to you as soon as I can. Please keep in mind that this is not a live chat service and your messages will be answered as soon as I am able. So it would be great if you could let me know a bit more about you and where you would like to start. Did you have a chance to think about the 1-2 main goals you want to work on over the next few weeks?* [ASK HOW THEY WOULD LIKE TO BE COACHED, HOW OFTEN TO MESSAGE OR CHECK-IN, ETC] AFTER: please follow up in the chat with this: Great to meet you! I just wanted to take a moment to thank you for joining our scheduled call. We have agreed that you will work on [XXX] this week. I'd also like to remind you to book another call for next week. We will talk about what went well this past week with your current goal, discuss any obstacles that got in the way, and if you'd like to stay on course with this or shift focus. Please remember that you can message me anytime, but I am not able to provide a live chat service - I will answer as soon as I can. I look forward to our next call!

Last updated on Sep 29, 2023

Do Calories Matter

Friends, you know my mantra: “Food is medicine.” I say it all the time because it’s literally true. When you choose to eat quality foods, you gain a whole host of benefits. For one, your body gets the nutrients it actually needs to function well. You’ll get more energy, your mood and mind will improve, and you will overall just feel better. It’s also the case that the more you eat real, actual food, the more you’ll enjoy it—and the worse junk food will taste. Your taste buds will be retrained to enjoy the complex flavors of fruits and veggies, and you’ll start to wonder how you could ever have drunk that soda you used to love. You’ll find yourself on a virtuous health-promoting cycle instead of a vicious cycle of dysfunction and dis-ease. Moreover, the specific medical benefits of quality food are undeniable. I’ve seen autoimmune diseases disappear, depressions vanish, migraines evaporate, psoriasis and eczema clear up, Alzheimer’s patients’ memories improve, and type 2 diabetes disappears in just a few weeks simply by changing eating habits. This should not be news to anyone, but it is always good to be reminded of these facts. But knowing which foods contribute to a healthy lifestyle and which ones don’t can be a bit harder to unpack. What should you actually buy at the store, and what should you pass on by? That’s what I want to discuss with you today—the practical aspects of choosing quality food. Calories Matter, but Not in the Way You Think Before we get into the hands-on application, I want to bring you up to speed regarding the role calories play in our health. For many years, the prevailing narrative in nutrition and medicine was simple: when it comes to food choices, staying healthy was as simple as matching calories in with calories out. Likewise, working toward a goal like weight loss was nothing more than a math equation. While it is true that overeating is problematic when it comes to your health (and it certainly doesn’t help with weight loss!), in recent years science has begun to tell us that there is more to the picture than just the total number of calories consumed. The research shows that when it comes to food, quality is as important as quantity. Let’s go back to weight management, for instance. In a 20-year study of over 120,000 men and women, researchers found a strong correlation between eating poor-quality food such as potato chips, sugary beverages, and refined grains and weight gain. Vegetables, fruits, nuts, and yogurt, by contrast, were correlated with weight loss. The results of this study suggest that what you eat is as important to your weight management goals as how much you eat. Simply put, when it comes to health and wellness, the type of calories you consume is as important as how many of those calories you consume. Characteristics of Poor-Quality Food Unfortunately, poor-quality food is all around us—which should come as a surprise to no one—and this makes finding good, high-quality food much more difficult. Worse yet, our junk-food-laden supermarkets have contributed to the adverse health outcomes in our society that are now epidemic in proportion. It’s important to be able to spot and avoid poor-quality food as well as identify healthy foods (which we’ll talk about below). Some of the key characteristics to look for when rooting out poor-quality food include: - They have lots of added sugar. - They contain ingredients you can’t pronounce. - They are loaded with excessive hormones and other unhealthy chemicals. - Anything that comes in a box with tons of ingredients on the label. - Anything people from a hundred years ago or more wouldn’t recognize as food. Of course, this list is not exhaustive, and there may be an occasional exception. But it should help you recognize the kinds of food that are doing you no favors when it comes to health and longevity. Characteristics of Good-Quality Food So now that you know what kinds of food to avoid, what characteristics should you look for to find nutritious, quality foods instead? Here are some of the big ones: - Look for whole, real food and not food-like substances. The less processed it is, the better. - Gravitate toward foods that are free from excessive chemicals and hormones. Read food labels; if there are ingredients you can’t pronounce, it’s probably not high-quality food. Purchasing organic foods, especially from the EWG’s Dirty Dozen list, can help here (although just because a food is labeled organic doesn’t guarantee it’s a healthy option). - Buy local. Visit your local farmer’s market. Not only will you be getting fresh, local, and minimally processed foods, but you’ll be supporting your community as well. Again, this list is not meant to be exhaustive or ironclad. But it can help you narrow down those foods that will benefit your healthspan, not shorten it. A Philosophy of Eating Well for the Long-Term When we think and talk about healthy eating, it’s always best to do it in terms of lifestyle change. In other words, please don’t construe anything I’ve written in this newsletter to be a short-term fix. Short-term thinking around choosing and eating quality foods, for example, might involve creating a list of do’s and don’ts—a rigid set of rules that cannot be broken (and if you do, you’ve somehow failed). And it could also include setting the bar ridiculously high right out of the gate (think quitting your three-coffee-a-day habit cold turkey). Or, if you are a results-focused person, you may despair when it’s been a week into a change in your eating habits and you still haven’t lost a pound or fixed all of your gut issues. Approaching your diet and food choices in this way is only going to rob you of joy and lead to discouragement and burnout, which is no way to live. Instead, think of growing in your ability to recognize and consume quality, healthy foods as a gradual progression. Perfection is not the goal—growth is. And instead of completely eliminating the “bad” foods you enjoy, understand that you can treat yourself to them occasionally and still be a healthy person. There’s no need to enact draconian rules for your diet either. Rather, think about what foods you want to eat more of, and which things you’d like to consume less. Find small ways to make food choices that are just a little bit better than before. Small, sustained progress can have a truly exponential effect. I’m finishing this newsletter in the same way I started—with a reminder that food is medicine. I encourage you to start or continue to develop good lifestyle choices when it comes to the food you consume. Your body and your mind will thank you. Wishing you health and happiness, Mark Hyman, MD

Last updated on Sep 29, 2023

AI for Meal Plans from Day 1 Users

We require you to send out 1-day meal plans to your clients, as per the coach introduction message that reads as below: "Welcome to Able! I’m here to help you achieve your goal weight, feel better, get more energy, and reduce the risk of disease. Over the next day or two I’m going to create Day 1 of your meal plan. When it’s ready, I’ll share it with you here. To help me personalize your meal plan, can you answer this question: Why have you signed up for Able? As much detail as possible here will help me create the right meal plan for you” We have partnered with OpenAI to provide you with an AI-generated meal plan that you can easily send out to your clients. You will receive an email from OpenAI with a link to join. OpenAI will generate the meal plans for you, and you can customize the plan to make sure it meets your client’s needs. We believe this feature will save you time and make it easier for you to provide your clients with the meal plans they request. OpenAI video tutorial. Step-by-step instructions: On the OpenAI home page go to Playground In the Playground space, you can toggle the settings on the right-hand side. Please use Model: text-davinci-003, but you can change the Temperature and Maximum length to best suit your style and the content requirements. Once you are happy with your settings you can proceed to type in the command you want to be written, (please see the example below, please change the wording according to the client's profile and dietary needs) and then press Submit: "You are a motivational health coach who is speaking to a 45-year-old FEMALE who is VEGAN. Give them a sample 1 day menu that has 3 easy meals and 1 snack all of which should be lower in carbs but only use complex carbs, and higher in protein and good fats - each meal or snack should have good fats and protein included." Once you press Submit it will generate the response as below In this case, the response was: Breakfast: 1 serving of Overnight Oats with Hemp Seeds, Chia Seeds, and Almond Milk Snack: 1 piece of fresh fruit with a handful of unsalted nuts Lunch: Arugula Salad with Chickpeas, Avocado, and Olive Oil Vinaigrette Snack: Hummus and Veggies Dinner: Vegan Fajitas with Bell Peppers, Onions, Mushrooms, and Cauliflower Rice Other things to note: Once you have generated and you are happy with the response you can copy and paste it into your message to the client- for the first meal plan to every client, please include this disclaimer: "This is a sample meal plan based on your answers from the intake form and is not aimed to diagnose, treat, prescribe, or cure any medical conditions. The meal plans are to help guide you to eating real, whole foods to achieve your weight goals."

Last updated on Sep 29, 2023

Constructing insightful messages for your clients

As Able coaches, we want to keep our clients engaged to help boost retention. That starts with checking in with them frequently with just a quick voice message to see how they are getting on. What is working well for them or what obstacles are getting in their way of reaching that weekly focus? We have outlined some helpful coaching strategies to help you construct more engaging messages for your clients. Start with looking at your client’s food journal, logs, and trackers It’s important to show your clients that you are taking an interest in their journey by checking Empathy vs Sympathy Empathy and sympathy are often grouped together, but they are very different, as Brené Brown outlines in this video. Brené Brown on Empathy vs. Sympathy Open-Ended Questions This type of question can make a big impact on a client’s health journey. Examples can be found here! Improve Support In addition to providing support during client sessions, the coach assists the client in developing supportive relationships and identifying community resources. (Home - NBHWC) Using External Resources - How to choose the best resource for your client Sending a resource can be a really helpful way for us to help educate a client as coaches are not the expert. To help, we’ve put together a list of resources that we commonly send out but often you may require a particular resource, not on the list. PHI - Personal Health Information (Sensitive Information and Compliance) What is PHI? PHI is health information in any form, including physical records, electronic records, or spoken information. Therefore, PHI includes health records, health histories, lab test results, and medical bills. Essentially, all health information is considered PHI when it includes individual HIPAA identifiers. In order to be HIPPA compliant, Able uses a subscriber ID (Client ID) whenever we reference a subscriber within the company. This could be for Customer Support/tech help, or when discussing the subscriber with another coach. Able automatically assigns subscribers with a Client ID. Please only use this identifier when communicating within Able around a subscriber. To illustrate where to find this in your Able for Coaches app, we have provided you with a short video below where you can find the ID in two places:

Last updated on Sep 29, 2023

Optional Coaching References

Coaching vs. Educating/Teaching Watch (8:19): What’s the Difference Between Coaching and Teaching? What's the Difference Between Coaching and Teaching? 1. Where does the ownership of change fall within the coaching relationship? 2. What is the difference between coaching and teaching? 3. Why is this distinction important to understand? Read (~10 min): What is Health and Wellness Coaching? NCBI - WWW Error Blocked Diagnostic 1. What tools can coaches utilize to harness a patient/client's motivation for change? 2. How can coaching translate to client behavior change? 3. What future do you see for Health Coaches, their practices, and moving the needle in healthcare? Optional: Read (~5 min): Coaches as Intentional Change Artists Coaches as Intentional Change Artists ICF Code of Ethics Outlines expectations around conflicts of interest, professional conduct with clients, and confidentiality ICF Code of Ethics - International Coaching Federation Building Self-Efficacy Through Self-Management Watch the video, How to Tame your Advice Monster with Michael Bungay Stanier (15 minutes) then consider the questions below: Watch: How to tame your Advice Monster | Michael Bungay Stanier | TEDxUniversityofNevada What strategies help you to tame your Advice Monster? Review the Coaching Habit - 7 Questions to Ask by Michael Bungay Stanier, will any make your powerful questions list? The Coaching Habit ‒ 7 Questions to Ask - What's on your mind? - And what else? - What's the real challenge here for you? - What do you want? - How can I help? - If you're saying yes to this, what are you saying no to? - What was most useful for you? Revisiting The Transtheoretical Model and the Stages of Change The Transtheoretical Model (TTM) is an integrative model to conceptualize the process of intentional behavior change. The TTM includes and integrates key constructs from other theories into a comprehensive theory of change that can be applied to a variety of behaviors, populations, and settings—hence, the name Transtheoretical. Stages of change lie at the heart of the TTM. The TTM recognizes behavior change as a process that unfolds over time, involving progress through a series of stages. While the time a person remains in each stage is variable, the tasks required to move to the next stage are not. Certain principles and processes of change work best at each stage to reduce resistance, facilitate progress, and prevent relapse. Those principles include decisional balance, self-efficacy, and processes of change. Only a minority (usually less than 20%) of a population at risk is prepared to take action at any given time. Thus, action-oriented guidance is not well suited for individuals in the early stages. Individually tailored guidance based on the TTM results in increased engagement in the change process because it appeals to the whole population rather than the minority ready to take action. The Transtheoretical Model (Stages of Change) Ambivalence Ambivalence is a conflicted state where opposing attitudes or feelings coexist in an individual; they are stuck between simultaneously wanting to change and not wanting to change. Ambivalence is particularly evident in situations where there is a conflict between an immediate reward and longer-term adverse consequences (eg. substance abuse, weight management). For example, the patient who presents with serious health problems as a result of heavy drinking, who shows genuine concern about the impact of alcohol on his health, and in spite of advice from his practitioner to cut back his drinking, continues to drink at harmful levels, embodies this phenomenon**.** Motivational Interviewing Motivational interviewing (MI) is an effective counseling method that enhances motivation through resolving ambivalence. A collaborative goal-oriented style of communication with particular attention to the language of change. It is designed to strengthen personal motivation for and commitment to a specific goal by eliciting and exploring the person’s own reasons for change within an atmosphere of acceptance and compassion (Miller and Rollnick, 2013)The Spirit of MI. The mindset of the underlying spirit of MI affects every aspect of how you interact with a client (including verbal and non-verbal communication) WATCH: Motivational Interviewing Network of Trainers (MINT): Welcome to the Motivational Interviewing Website! (7:46 min) READ: 17 Motivational Interviewing Questions and Skills (~15 min read) WATCH: Decisional Balance in MI (10:00 min) Open Ended Inquiry These encourage clients to take an active role in the coaching session as they explore both the positive and negative impacts of their behaviors. Examples of open-ended questions that evoke change talk are: How to Ask Open-Ended Questions: 20 Examples Developing Discrepancy- Tools Exploring the pros and cons - a Decisional Balance helps clients think through whether they are ready, willing, and able to make a change. Open-ended questions and reflective listening statements encourage clients to consider the pros and cons of change Responses to Stay the Same - What are the benefits of staying the same? (List as many as possible) - What are your concerns about making a change? (List as many as possible) Response to Make a Change - What are your concerns about staying the same? (List as many as possible) - What are the benefits of making a change? (List as many as possible) Reflections https://cls.unc.edu/wp-content/uploads/sites/3019/2018/09/Types-of-Reflections.pdf Strategies for providing information in a way that keeps the client engaged How to Engage and Motivate Clients in Therapy - Elicit - ask the client what they already know about the topic/ask permission - Provide - share only relevant information, keep it short and sweet - Elicit - invite the client to respond to the information - what are your thoughts on that? Client-centered Goal Setting What specific change is the client interested in trying? What thoughts, patterns, or beliefs would they like to explore on their own? Allow the client to lead the goals-setting process which supports autonomy and gives the client confidence in setting personal health goals independently in the future. At times clients may choose goals that are unrealistic - it is important that they feel supported no matter what they choose. The coach can ask questions to explore any potential barriers to change or offer a concern Assessing Confidence and Perceived Barriers to Change OARS- The “Micro-skills” Much of what a coach says in a coaching session will fall into one of the 4 micro-skills. The purpose of using OARS is to elicit and emphasize the client’s change talk through reflective listening while affirming the client in their actions, strengths, and skills they demonstrate on their quest towards making a behavior change The skills are most often referred to as OARS - the order we tend to use them is RAOS https://iod.unh.edu/sites/default/files/media/2021-10/motivational-interviewing-the-basics-oars.pdf Change Talk Eliciting change talk is the consciously directive strategy on the part of the coach for resolving ambivalence. If OARS (open questions, affirmations, reflective listening, and summarizing) were the only skills used by the coach it would be quite possible for the client to remain stuck in ambivalence. Four Categories of Change Talk - Recognizing the disadvantages of the status quo: “This is more serious than I thought.” - Recognizing advantages of change: “I’d probably feel a lot better.” - Expressing optimism about change: “I think I could do that if I decided to.” - Expressing intention to change: “I’ve got to do something.” (Source: Motivational Interviewing: Eliciting Change Talk and Giving Advice | The Homeless Hub)

Last updated on Sep 29, 2023

Minimum Engagement

Able is committed to continuing to improve its platform for both Coaches and Clients. As part of this effort, Able has created a minimum engagement policy for its Coaches to follow in order to ensure its Clients are receiving a high-quality service. These guidelines apply to engaging active Clients. Coaches can also see the number of active Clients in the app by their Client limit which can be found here. It will look similar to this: 99|100, the 99 being your active client count and 100 being your client limit. An update is expected in the near future to help Coaches better identify active and inactive clients. Minimum Engagement Policy: Able Coaches are expected to send 800 messages per 100 active Clients per month or 2 messages per active Client per week. These messages can be in the form of motivational gifs, memes, or quick check-ins. Coaches will be expected to have 120 calls per month per 100 Clients, this is 30 calls per 100 Clients per week. Able will take into consideration the number of bookings made by clients and will only look at calls a Coach initiates rather than calls Clients pickup. Able will also look at the number of messages sent over the month and these will count towards the number of calls needed. Kindly note that in the event a Coach does not meet the minimum engagement requirements specified in this policy, the coaching department will reach out to the Coach to ascertain the reasons behind their low engagement and identify areas for improvement. Failure to enhance engagement may lead to the termination of the Coach's position. If a Coach remains uninvolved with clients for three or more business days without providing an explanation, the coaching department will ensure that the Coach no longer receives new clients. Additionally, it may be decided that the Coach will not be compensated for the periods of disengagement. The coaching department will contact the affected Coach for an explanation before these steps are taken. This engagement policy will continue to be updated and may change over time.

Last updated on Sep 29, 2023

Vacations or Extended Away Times

As an Able Coach, Coaches are able to set their own coaching hours and Coaches have the freedom to work from almost anywhere with an internet connection. However, to ensure our Clients get the best possible experience and are not matched with a Coach who is on vacation there are a few instances where a Coach will need to email [email protected] about their away or offline periods. A Coach should email [email protected] if: - The Coach will be away for 6 or more days. - The Coach is moving into a different timezone. - The Coach is going to be away in the first week of coaching. - The Coach does not have enough availability in a week to cater to all of their Clients due to an unforeseen event. - The Coach needs to pause their coaching for a personal or other reason. The Coach will need to include the day they will leave and their expected return date. Following this email, Support will ensure the Coach is not assigned any Clients during their away period. Support may reassign the Coach's Clients if the Coach is away for an extended period, and will assign new Clients once the Coach returns. Please be aware that if a Coach fails to notify the coaching department of an extended absence, leading to minimal or no interaction with Clients, or if the coaching department becomes aware of such a situation, immediate action will be taken. The coaching department will refrain from assigning new Clients to the Coach and will reach out to the Coach to seek clarification. If the Coach is unable to provide a satisfactory explanation, their agreement may be terminated. In less severe cases, the Coach may not receive payment for the duration of their absence. The coaching department will communicate these decisions to the Coach.

Last updated on Sep 29, 2023

How To Create and Share a Google Meet

Due to recent development processes that prevent calls from being made in the Coaches app, Able is asking that all Coaches call Clients via Google Meet with Coaches sending a meeting link to Clients 5-10 minutes before a scheduled call. Kindly note Clients will continue to schedule calls via the app and will receive an email reminder for upcoming calls both 3 hours and 5 minutes before a scheduled call to help prevent no-shows. To facilitate these calls, each Coach will need to create a Google Meet profile using a Gmail account and we advise creating a new Gmail account for easier management and for improved privacy. Once you have created a Google Meet account you will then be able to create a call following the steps below. Kindly note that we advise using an iPad or iPhone to create these calls but they can be created using a Mac or any other device that has access to Google Meet. To create a Google Meet. Step 1: Log in to Google Meet using a newly created Gmail account and navigate to the blue "New Meeting" icon. Step 2: Once you have navigated to the blue "New meeting" icon, left-click the icon and select "Create a meeting for later". Step 3: Once you have selected "Create a meeting for later" by left-clicking on the icon you will then see an option to copy the link to the meeting. Step 4: Share the link with the Client who scheduled a call by copying the link and sending it to the Client in-app. Kindly note that this will allow the Client to attend the call at a future time and the Client should only be asked to join during the scheduled call period. Coaches will need to generate a new link for each call, our development team is currently exploring ways to automate this process. We appreciate your patience and understanding during this development process. The Coaching department is committed to continuing to provide updates and communicate changes to our Coaches. If you have any questions please contact [email protected].

Last updated on Sep 29, 2023

Client Reviews

Able is committed to improving the service we provide to our Clients. As part of this effort, we have created a new review link that Coaches will need to share with Clients so we can better understand our Clients' experience through their reviews. The review system should be shared with new Clients after a Coach has had their first coaching session with a Client which can be either a text-based session or a scheduled call. The review link will also need to be sent to all current Clients who have already had a coaching session. As a reward for positive reviews, Coaches will receive a $25 bonus per 5-star review where a Client mentions the Coach by name. To claim this bonus, Coaches will need to share a screenshot of the review from our review site where they can search for their name using the search tool. The bonus will be paid out in the subsequent payment period with the Coach's monthly pay. Kindly see two example messages below that Coaches can send to clients, however, Coaches are encouraged to adjust the messages to best suit individual Clients. Message to existing Clients: "Hi [Client's Name], I hope you're doing well on your health journey! Your progress has been incredible, and I'm truly grateful to be your health coach. Could you spare a moment to leave a review on our review website? All reviews are anonymous but you can mention me by name so that I can see the reviews my clients are leaving. Your feedback will help inspire others on their health journey and help me improve my coaching to serve you and future clients better. Thank you so much for your time!" Message to new Clients: "Hi [Client's Name], I hope you found our first coaching session valuable! As your health coach, I'm grateful to be a part of your health journey. Would you mind taking a moment to share your thoughts by leaving a review on our review site? Mentioning me by name as your coach would be truly appreciated and allow me to see the reviews my clients leave as all reviews are anonymous. Your feedback will not only help me improve but also inspire others who are seeking positive changes. Thank you!"

Last updated on Sep 29, 2023