Unscripted problems, Design thinking and coaching -II

“Coaches, much like design thinkers, seek to uncover the right questions—those that prompt the Coachee to reflect, introspect, and gain insights that pave the way for a brighter future. By actively listening to the Coachee’s experiences and emotions, coaches ask insightful questions with empathy. ”

Design Thinking (DT) fundamentally differs from Traditional Thinking (TT) in several key aspects. While TT emphasizes the pursuit of the “right answer,” DT focuses on uncovering the “right question.” The underlying philosophy of DT is that the most effective solutions will naturally emerge when we prioritize the right inquiries.

Consider our frustrating experiences of waiting at airports. A TT approach to this issue might pose the question, “How can we reduce waiting times?” This inquiry typically leads to solutions centered around logistical constraints—such as space, staffing, automation, bottlenecks, response times, and existing processes. Such a mindset often results in endless cycles of efficiency improvement programs that may optimize operations but fail to enhance the overall experience for travellers. Conversely, the DT perspective encourages a more positive inquiry: “How can we transform airport waiting into a pleasurable experience?” This approach opens the possibility for innovation, driving the creation of airport environments like in Singapore, where travellers actively enjoy their time rather than merely endure it. While TT tends to rely heavily on quantitative data and rigorous analysis, DT emphasizes the importance of qualitative experiences and emotions that resonate with people.

Coaches, much like design thinkers, seek to uncover the right questions—those that prompt the Coachee to reflect, introspect, and gain insights that pave the way for a brighter future. By actively listening to the Coachee’s experiences and emotions, coaches ask insightful questions with empathy.

Another essential element of Design Thinking is the adoption of a beginner’s mindset. This mindset invites us to explore possibilities without making assumptions. It is often said that “in the beginner’s mind, there are many possibilities; in the expert’s mind, there are few.” This principle is crucial in coaching, as it encourages a process of exploration rooted in empathy, free from judgment and preconceived notions.

I recall the briefing from a sponsor about a potential Coachee, Ranjit.

The sponsor began with high praise: “Ranjit is a great guy; With his deep knowledge he’s an invaluable asset to our technology team.”

I was wondering Wow, that sounds like an ideal techie to have in the team. I was waiting for the inevitable ‘but’. The sponsor came there soon. He explained, “Everything I mentioned is true—when Ranjit chooses to take on a challenge. However, lately, he has been hesitant to embrace new opportunities. Despite his extensive expertise, he lacks initiative and rarely steps up unless he is pushed hard. This has led to frustration among his colleagues, who are now seeking someone who can take the lead.”

It is all too easy for a coach to jump to conclusions about Ranjit’s situation, assuming he must be lazy or complacent. However, human behaviour is far too intricate to be captured in such a linear fashion; doing so is a naive perspective. We are confronted with complex challenges involving a multitude of interdependent factors. For instance, Ranjit may be grappling with a deep-seated fear of failure, facing personal struggles such as a family member dealing with a serious health issue, enduring a toxic relationship with a supervisor, feeling undervalued in his contributions, or perhaps experiencing a sudden existential crisis regarding the purpose and meaning of his work and life. The possibilities are virtually endless.

As coaches, we must adopt a mindset like that of a design thinker—one that embraces curiosity and openness, much like a beginner. This awareness is merely the starting point. In our previous discussions, we explored the essential mindsets needed for both design thinking and coaching. As we move forward, let us delve into the formal design thinking steps—Empathize, Define, Ideate, Prototype, and Test—and examine how these can be applied in coaching to effectively engage with the complexities of human behaviour.

(To be continued in Part-III)

Author – Sri Krishnan, CFI Coach