PHOENIX — As has become tradition at the Pinnacle EMS leadership conference, the 2025 closing keynote session invited a subject matter expert from outside EMS to attend the conference and share their unique expertise. In this case, Dr. Jennifer Hall, executive coach & leadership speaker, shared her insights into adopting a coaching approach to build stronger, more engaged teams.
Memorable quotes
- “Leaders are increasingly expected to be good coaches to their employees … it used to be very command control, I tell you what to do and you do it.”
- “Most leaders try to coach in the way they solve other problems … they use their analytic skills.”
- “If you are going to ask just one question, ask one the elicits reflection and learning.”
Following are takeaways from Dr. Hall.
1. Laser focus on what you can control
Dr. Hall referenced Steven Covey’s, circles of influence, advising leaders to laser focus on what you can control:
- Circle of concern: E.g., geopolitical events, weather, traffic, flight delays
- Circle of influence: E.g., relationships, cannot control how someone else responds but can influence it
- Circle of control: E.g., what you eat, exercise routine, way you make plans, strategies you use, how you talk back to your thoughts
She noted it’s fruitless to focus on what we can’t control.
2. Know your coaching style
A prescription without diagnosis is malpractice, Dr. Hall noted, recommending leaders use an assessment instrument to identify their strengths and weaknesses.
She introduced the Coaching Mindset Index (CMI), a framework designed to help leaders identify their default coaching style and enhance their leadership effectiveness.
Dr. Hall shared three coaching foundations:
- Sharing feedback – help them understand where they are now
- Setting goals – help them understand where they want to go
- Finding solutions – help them understand how to get there
Applying two coaching styles (push and pull), Hall outlined 6 coaching strategies.
The best coaches can move fluidly between the coaching styles, based on what their employees need.
Dr. Hall encouraged leaders to share the assessment with their employees, asking them what style of coaching they prefer, and – if you’re brave – to ask them to assess where you are on the spectrum to guide your future adjustment efforts.
3. Ask employees open-ended questions
Leaders often default to the advocacy style of coaching, Dr. Hall pointed out. It is often reflex – not to mention quicker – to solve employees problems for them.
Instead of problem solving, Dr. Hall encourages leaders to ask open-ended questions to help employees learn how to troubleshoot and think for themselves. Try “what” and “how” questions, or use the acronym TED:
- Tell me more
- Explain how
- Describe to me
Up your coaching game
Dr. Hall left attendees with the following words of wisdom:
- Coaching strategies are not either-or.
- Coaching foundations are not sequential.
- There’s not one right way to coach.
- The best coaches are versatile.
Additional resource recommended by Dr. Hall: “The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever” by Michael Bungay Stanier.
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