1. Diagnosis

The coachee is working with a distressed client who does not understand official correspondence and cannot navigate the appointment system without support.

2. Behaviour Observations

What you might see or hear that points to this pattern.

• Coachee finds it difficult to handle distressed walk-ins

3. Session Objective

The objective of the session is to help the coachee reflect on how they create the conditions for a client to feel heard before moving into practical action. Help the coachee recognise the connection between giving a client uninterrupted space to tell their story and being able to identify the right steps to support them. This session is about helping the coachee see that listening without interruption is itself a skilled move, not simply a pause before the real work begins.

4. Session Tactics

How to prepare for and structure the 45-minute call review.

When the client arrives visibly nervous and upset, prioritise reassurance and create space for them to speak without interruption before attempting any explanation. Allow the client to tell their full story before taking any action. Once the situation is clear, explain the relevant correspondence in detail directly to the client. Where the client cannot independently access a service or appointment, take the practical steps on their behalf while they are present. After the session, invite the coachee to name what they noticed in themselves — what felt satisfying, what felt efficient — so that the experience of effective support is consciously registered and available to draw on again.

5. GROW Experiments

Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.