Melina Chan, one of IDP's Emerging Leaders - shares how to find solutions through coaching

Melina (Mel-ee-na) Chan, Head of Marketing Automation, South East Asia is an FY22 recipient of the prestigious Maher El Bakry Emerging Leaders Award. This award is dedicated to finding, fostering, and inspiring the next generation of IDP leaders. Melina is part way through an accredited coaching course taken by the Singapore Management University Academy - completely funded by the IDP Award.

We spoke to Melina about her take aways and implementations so far so she can listen without judgement and help her team members to be their best.

“I really want to create a program for junior female staff on how to navigate the workplace and reach the next level. I’m a quarter of the way through the course, and I am really enjoying it. The coaching method is great for my team members, as well as for me.

Coaching is really about listening without judgement, having no bias, and creating the space for the person to become aware. During the week, I listen to daily interactions and observe what is going on in the team, and then I share these insights with them in our weekly 1:1 meetings. By focusing on facts, such as ‘I saw this’ or ‘I noticed that’, it allows reflection and openness to discuss further. Most of the time, people aren’t even aware of how they are performing or behaving, so it is very insightful for them. In asking questions such as ‘how do you see yourself/rate your performance’ or ‘how do you quantify this’ and ‘what is the ideal for you’, it really opens up the thinking for that person.

If someone’s performance is not up to expectations or work is not completed on time, by me telling them what to do or getting angry with them, that doesn’t work. But if I present facts and figures and help them to understand the emotions, then they can find the root of the problem. No one will easily articulate an answer to ‘what’s wrong with you?’, but coaching allows the story and the emotion and solution to be worked through.

Being empathetic, and sharing my own stories and vulnerability, is powerful in setting the scene for a good coaching conversation. Using prompting questions encourages thinking. Silence is extremely important. Making the space for thinking is critical. Using the feedback I have received on my own personal coaching about not leaving time for the other party to think, I have trained myself to allow about 10 seconds after my question for silence. After that, I observe them, and if I can see that they are still thinking, I wait another 10 seconds. The silence is so powerful.

Sometimes, people start answering my question before I have finished asking it. I tell them, it’s ok to take their time in answering. They should not feel obliged to answer straight away. It’s a conversation and they need to be present, thoughtful and in the moment.

There are occasions when people share personal matters, and in these instances, I try to help them navigate their way through. Where I can, I help them coordinate their working conditions to suit best in the situation. There are a lot of aha moments; if you don’t ask, you don’t know”

Melina, it was a pleasure talking with you and hearing your insights on the power of asking prompting questions, listening without judgement, sharing and being vulnerable, creating space and silence and guiding others to awareness. What a wonderful impact this has on your team and IDP as a whole. Thank you!