Reflection Point

Coach Handbook
INTRODUCTION and PURPOSE

Understanding the member journey narrative is very important for both coach and
member; it is crucial that members are ‘primed’ to think of their coaching
experience as a journey with checkpoints that are tied to awareness and growth.

The Reflection Point Report is a document that can help members contextualize
their journey. Reflection Point sessions are part of our approach to coaching the
whole person and aligning on member progress.

Helping your member recognize where they’ve been prepares them for the journey
ahead.

Reflection sessions are something we expect every BetterUp Coach to

provide to their members.

What Makes Reflection Points Important to BetterUp?

Reflection Point sessions are relevant to 3 core areas at BetterUp:
1) Our Mission
2) Our Business
3) Our Coaching Approach

Our Mission and Our Business

Measuring the contributions made through coaching is a key facet of our business
model, and provides a strong business case which empowers our partners to offer
coaching to their employees.

The aggregated Whole Person Model (WPM) results are a critical input to this data.
The BetterUp Customer Success team uses this data to show the results of the
investment in coaching.

Communicating the ROI of coaching to our partners highlights the business value
realized through a BetterUp partnership. The insights we deliver are a KEY
differentiator for BetterUp as a coaching solution and allows us to give companies
the data they need to secure resources to bring coaching to more employees, and
ultimately more members to BetterUp Coaches.

Business case + ROI positions our partners to expand access to coaching

at their company, which means we can touch more lives and move
towards our mission.
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Our Coaching Approach

BetterUp’s approach to coaching is based on science from learning and behavior
change theories.

Insights alone are not enough; examining and reflecting on them in a consistent and
structured manner is a key facet of learning and growth.

BJ Fogg, PhD., an expert in the psychology of persuasion, has found that small
progression is incredibly effective for behavior change.

In Summary
We can have profound insights (ah-ha moments), but if we don’t apply
this insight directly to our lives, nothing comes of it. And we don’t need
to have an epiphany to create change in our lives. Small progression is
very effective; it builds self-efficacy in a consistent manner.

In order to make change, we have to get out of our comfort zone, and
into our stretch zone.

The Member Journey: 3 Key Phases

LEARNING AND
AWARENESS GROWTH REFLECTION

Work toward your goals Consolidate and

Get clear on your goals,
using evidence-based celebrate new
motivations, strengths,
strategies. behaviors and concepts
and what you want to
acquired in the growth
get out of coaching.
phase.

Inter and intra personal Scaffolding and Consolidation of learning

awareness building + self-efficacy building. The + perspective taking
motivation enhancement ‘stretch zone.’

● Build rapport ● Behavioral Reflection point session:

● Identify key areas challenges, ● Reflect
of growth (the gap) resources, and/or ● Refresh
● Set goals tools to support ● Recommit
growth and goals

Log into the BetterUp portal to review the Member Journey (Learning Loop) and The
Power of Reflection resources, which provide 2 more great viewpoints on this journey!

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Continuous Learning Loop

These 3 phases can be thought of as a learning loop.

A member will cycle through these phases many times in their

BetterUp Coaching journey.

Learning loops vary in length; for example, a learning loop might

be completed within a coaching session, or could encompass an
entire year of growth. Each learning loop moves a member closer
to their goals so that they can flourish both personally and
professionally.

The research is clear that we need to pause and consolidate our

learning in order to achieve sustainable growth.

At BetterUp, we strongly believe in the importance of taking the time to

reflect and celebrate, and then using those key learnings in order to
chart the best path forward.

REFLECTION POINT PROCESS

See the Coach Logistics Guide for more details about the “back end” logistics related
to completing the Reflection Point process.

See the Reflection Point Quick Guide for a brief overview of the process and guiding
principles for the Reflection Point process and session.

These resources can be found in the Factopedia area within the Reflection Point
learning module on Docebo.

Process
1. Set the Stage
a. First session with Member
b. Notification to Coach
c. Reminder and discussion with Member
2. Complete the Report and Session
a. Coach observations
b. Member inputs
c. Review
d. Reflection Session

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1a. First Coaching Session

Set the stage early! The Reflection Point process should start in the first session with
the member (your member will automatically receive the Learning Loop resource to
prepare them for this conversation).

Within the GROWING model, mention reflection points as a really important part of
coaching (to help the member meet their goals through consolidating their learning
and setting up a perfect time to reevaluate and re-strategize).

Note: within the GROWING model, this fits into O (Orient to the coaching
relationship)

In addition, your member will receive a resource explaining the member journey
when they first join BetterUp, which will introduce them to reflection as a key part of
the process!

1b. Notification to coach

BetterUp will send notifications in the weeks leading up to a report being due. The
notification will provide a list of all the upcoming Reflection Point Reports. Coaches
will also be notified within the Coach Panel.

1c. Reminder and discussion with member

This is the point at which you remind your member that the Reflection Point is
coming, and discuss timing if it's relevant. This is also a great opportunity to reorient
the member to the purpose and benefits of the Reflection Point.

If it’s helpful, assign The Power of Reflection resource to your member in order to
support the process.

2a. Coach observations

Use your knowledge of the member’s coaching journey to complete your feedback.
The member’s goals, strengths, challenges, insights, and experiences are all great
inputs to form your observations.

One week after the Reflection Point is due, the member will get invited to complete
their portion whether or not the coach has completed their observations.

2b. Member inputs

After your observations are complete or one week after your portion of the
Reflection Point is due (whichever comes first), the member will be asked for their
observations and to take the Whole Person Model assessment.

Note: If not already scheduled, request that your member set up a session as soon
as possible to go over the Reflection Point.

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2c. Report review and structure

Coach and Member should each spend some time reviewing the member’s
Reflection Point Report before the Reflection Point session.

The Reflection Point Report will show:

1. Reflections from you and your member
2. Changes to the Whole Person Model scores

The report is laid out in a ‘journey’ format:

1. Where the member has been:
a. Growth and development since starting their BetterUp journey
b. Notable achievements and learnings
c. Quantitative overview of time spent in coaching
d. Skill with the most growth, as well as top skill
2. Where the member is headed:
a. Next steps in development
b. 5 top scored mindsets/behaviors/outcomes
c. Overview of the Whole Person attributes/dimensions

REFLECTION POINT SESSION

Guiding Principles
Reorient to the Member Journey to help you and your member place the Reflection
Point in context (see above). The Reflection session fits into the Reflection phase.

Goals
Use the goals as an anchor point.

Look at the progress made, challenges encountered, and then build a roadmap to
keep moving forward.

Ideally, you can connect the Whole Person Model mindsets/behaviors/outcomes to

the member’s goals.

Learning Orientation
Utilize a learning (or growth mindset) orientation!

The benefits of this include:

● It fits our BetterUp coaching approach.
● It is shown to help us maintain long-term gains.
● An orientation toward learning, growth, and development will serve the
member during and beyond the coaching engagement.

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● We take the focus off of specific scores, and instead focus on growth,
consolidation, celebration, and strategizing to move forward.

Some great areas to explore about a member’s learning and growth could include:
● How the member learns most effectively, and how they can use that to
continue to grow.
● What motivates and engages this member in coaching.

3 Rs: Reflect-Refresh-Recommit
The 3 R's in the Reflection Point session are Reflect, Refresh and Recommit.

Reflect
Reflect means reviewing key moments.

● Magic moments: high-value or powerful moments experienced by the

member in the coaching session or in their life, that relate back to their
coaching goals.
● Looking forward and looking back: celebrate successes, consolidate
previous learning, and think about moving that learning forward.
● Coachable moments: moments encountered which bring the coaching
experience to life. For example, when a member notices a pattern or
situation and brings that to coaching to help move them toward their goals.

Reflecting on these moments help us deepen the coaching engagement!

Refresh
Refresh means highlighting the key learnings in the service of
re-examining the member’s goals.

Explore with the member to uncover what they can use to move coaching forward.

For example, can they make use of key pieces of learning and growth, strengths,
and practices? And what new or updated goals do they have after reflecting?

Recommit
Recommit is all about moving forward.

The emphasis is on re-committing to the coaching journey. Celebrate the previous

wins in order to use those strengths and gains to move forward.

Whole Person Model Scores: Tips for Review

See the Whole Person Model learning module in Docebo for more details about the
WPM.

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See the Handout and Worksheet on WPM Score Fluctuations (found in the Docebo
learning module on Reflection Points) for a more thorough overview of this part of
the process.

One component of the Reflection Point Report are the WPM dimension scores. It
can be helpful to remember that:
● We expect these scores to change, and not always in a positive direction.
That's a normal part of the coaching process!
● We're asking about a point in time; this report is meant to reflect skills that
change over time. Therefore, the member’s current life context is important
to consider.

5 Tips on Whole Person Model Score Review

1. Connect WPM mindsets/behaviors/outcomes to goals
2. Learning orientation and growth mindset
3. Think broadly: think about the whole person
4. Consider context
5. Explore with your member

Unexpected or “tricky” WPM score results

See the Handout and Worksheet on WPM Score Fluctuations (found in the Docebo
training module on Reflection Points) for detailed analysis of 3 common scenarios.

Scheduling
With varying program durations, coaches may not know when to anticipate the
Reflection Points.

In addition, there are times when a member or coach may not be able to complete
the Reflection Point Report during the exact week that it is due.

Best practices
Look for timing guidelines in the members Program tab.

Use the information in the digest email sent to you to remind your member and
to prepare to work the Reflection Point into the member journey.

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Concerns about timing are important to surface early. Ideally, the Reflection Point
Report and session will happen as close to the due date as possible.

Examples of how to work around timing issues:

● Unable to hold the Reflection Point session by due date
○ Complete the report “now” and schedule the Reflection Point session
later (after a vacation, for example).
● Conflicting timing with another coaching tool (360, for example)
○ Discuss timing and fit with your member.
○ Ideally, you could weave the results together for maximum impact.
● Unable to complete the report on time
○ Schedule the report and session as close to the due date as if feasible.
● Recent shift in focus, and the Reflection Point feels awkward now
○ This is actually a great time to pause, reflect, refresh, and recommit!
○ Note successes from the previous portion of coaching (what worked
well, the member’s successes, etc.)
○ Use those notes to plan going forward.
■ One question might be: how can we utilize this report and
moment of reflection to build a really strong path forward for
the next goal?
○ If you’re really on top of it and you’ve already done all of these things
prior to the formal Reflection Point, you can still use this time to
briefly look at and reflect on the WPM score section of the report, and
continue to work forward as you were.

Goal: complete the Reflection Point as close to the due date as possible,
in order to provide our partners with valuable and exciting updates
about coaching, and in order to provide some structure to the coaching
journey.

You are the expert on each coaching engagement, and we trust your ability to offer
the Reflection Point session to as many members as is feasible. However, if you are
not sure about something in the Reflection Point process including the timing of it
for a particular member, please review the Reflection Points section of our Help
Center.

If you still have questions after reviewing these resources, you can reach out to
support@betterup.co.

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