Identifying Criteria
Given that criteria operate each time a person makes decisions and judgments, the easiest way to find criteria is to ask a question that probes the rationale for decision-making. The structure to the question is to use your words to place the client in the position of actually evaluating what is important to them. The first half of the question uses words to place the client in the situation, while the second half of the question asks what their criteria are. The specifics of the question are adapted to what makes sense in the situation. If, however, you receive a blank stare in response to a question, try different formats until you get an answer.
NOTE: Be sure to attain rapport before asking these types of probing questions, and monitor that you are asking the questions in a manner that maintains rapport.
- “When you are X, what is important to you?” “When you are X, what are you evaluating?”
Examples of how this pattern of questioning would be used in the client context are:
- “When you are selecting a coach, what is important to you?”
- “When you are choosing what areas of your life you will focus on in coaching, what are you evaluating?”
- “When you are monitoring an ongoing coaching relationship, what are you evaluating?”
Complex Equivalent (Meaning) of Criteria – CEq
Determining the Definition of Criteria
This section addresses determining the definition of a criterion and the evidence of how and to what extent it has been fulfilled. Although, at a general level, the definition of a criterion can be known, in this model we are searching for the specific details of the definition that are unique to an individual. Thus, the definition is a description of the kind or class of experience covered by the criterion. The structure of the questioning is to come from an attitude of curiosity so that the question does not sound sarcastic or negative, but rather demonstrates interest and helps maintain rapport.
- “What do you mean by (use criterion word)?”
Examples of how this pattern of questioning would be used in the client context are:
- “So that we are on the same page, could you please clarify for me what you mean by ‘get results quickly’.”
- “Just so that we understand each other clearly, what is an ‘appropriate time-frame’ for you?”
The person will oftentimes respond to these types of questions with examples rather than a precise definition. If you do get an example and think that you need a more precise definition, you might want to ask for additional examples. Then you can ask, “To you, what do those examples demonstrate?” Alternatively, you can decipher how they are all the same and offer your version to the client. They will let you know right away if it fits their experience or not.
Determining the Evidence of Criteria
Not only are we constantly evaluating by using criteria as a standard, we have our own concept of evidence for almost everything that is important to us. For example, a person hiring a financial advisor will likely be looking for evidence of whether the advice makes sense, the professional is credible and whether they are being billed fairly.
Evidence is what must be seen, heard, and/or felt, to know that a criterion is being fulfilled.
Evidence is described in terms of the client’s sensory experience. Associated with each criterion are particular visual, auditory and kinesthetic experiences that for each individual constitute the evidence that a criterion is satisfied.
Our perception of the evidence is not restricted to the sensory experience, but can be internally represented imaginations that go along with the sensory information. For example, if a client hears their lawyer say reassuring statements like, “everything is going along just fine,” these statements could be satisfying their evidence that the lawyer is competent.
When you are gathering the client’s evidence, be sure that the evidence is always observable by others rather than their subjective interpretation, such as hearing the person say, “I’ll know it” or “It will just feel right”, etc.
- “How do you know when you have it (criterion)?
Counter-Examples and Criteria
A counter example is an experience or piece of information which demonstrates a challenge to a generalization. It is generally an exception to a rule. For example, first asking the person “What is important to you when working with a coach?” will get you their criteria. Then asking “What would cause you to be dissatisfied when working with a coach?” will give you examples of violations to their criteria and a deeper and more complete understanding of what their criteria is.
Determining a Hierarchy of Criteria
The client may be trying to meet several criteria at one time, which can in fact be a source of confusion. Sometimes clarifying what the criteria are and determining a hierarchy of priorities can greatly assist in decision-making. When face to face with a client, helping them establish their hierarchy can be done by using your hands to simulate holding separate criterion in each hand. It is critical to hold your hands equally spaced and at the same level.
Begin by looking at one hand and identifying the criterion held there, pausing, then looking at the other hand and identifying the criterion held there, then looking at the client to calibrate which hand their eyes linger on. The unconscious identification they have with their higher held criterion will be demonstrated by them behaviorally. As you calibrate the shifts they demonstrate behaviorally, check your information with them and this will serve to clarify, as well as deepen, the rapport between the two of you.
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