Inside Coaching Conversations: The power of connecting with learners via text

Explore a proven coaching methodology, then see firsthand how coaching works using SMS messaging

From time to time, we’ll be going deep to explore a key aspect of our coaching methodology, putting a spotlight on one aspect of our coaching methodology to provide firsthand insights. In the inaugural edition of our Inside Coaching Conversations series, we work with Lead Student Success Specialist and Coach Jaima Mavity to explore the effectiveness of implementing our coaching methodology when texting with a learner. 

Texting has become a ubiquitous part of everyday life. While SMS messages are traditionally used for snippets of informal conversation, they can also be an amazing way to connect and communicate with learners, giving coaches a way to meet the learners they support where they’re at, through a modality that may feel more approachable than email or a phone call. As part of a strategic, coordinated and relationship-based communication program, texting offers convenience, personalized support and accessibility — serving as the basis for more in-depth support. 

No matter the communication channel, the same Five Elements of Coaching from our proven coaching methodology are used to support learners. Understanding the “why” and “how” of these five elements — along with leaning into the human aspect of coaching, including active listening and empathy — helps you come alongside the learners you work with and keep them on track to achieve their goals. Here’s a quick overview of each element of coaching:

• Building Relationships: With this element, you are intentionally working to build trust and credibility. 
• Assessing: The goal of assessment is to tailor your support to the individual, based on a holistic understanding of that student. 
• Advancing: This is a coaching skill that helps students make progress toward their goals.
• Building Motivation: This element helps students remember why they’re working so hard.
• Strategizing: Approaching your roster of students strategically means making decisions about who to connect with, which channel to use, what topics to address and which coaching techniques to activate.

You’ll find a more detailed explanation of each of InsideTrack’s Five Elements of Coaching — including why each element is so important and how you can go about enacting them — following the text exchange.

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Coaching via SMS messaging in action

So how, exactly, can supporters effectively use the Five Elements to coach learners via text messaging? It works just like any other type of communication with learners, and since most people are rarely without their cell phone, it’s easy for learners to connect at times that work for them. Taking the medium into consideration, coaches try to be as succinct as possible while still including their “voice.”

Connecting by text can also provide support for engaging with institutional resources on campus and online — ranging from advising support, videos and tutoring to student help desks and community discussion forums. What began as an innovative, groundbreaking way to utilize a new technology channel just a few years ago has grown to become one of the essential components of coaching.

Breaking down a months-long coaching text exchange

‍The following are real text exchanges between a coach and a learner. They show how the coach taps into the Five Elements of Coaching in different ways throughout the course of their coaching relationship. These Five Elements have been denoted in bold-face type near the text exchanges in which they appear. The learner name has been changed for anonymity. 

InsideTrack coach Jaima Mavity was working with a new roster of students and was beginning her initial outreach. Sending mass text messages is a great Strategy for making that first touch with learners at the beginning of the semester. When students are doing okay, they typically respond with a simple answer. For students who need more support, this gives them an easy way to say so.

In this case, Maria was dealing with a major roadblock to attending classes — the inability to find stable childcare. Coach Jaima responded to her directly and skillfully by using elements of Assessment to learn more about Maria’s needs, while Building Relationships through her warm tone and clarification of her role.

Ultimately, they were able to determine that Maria didn’t know about the childcare options her college offered, and Coach Jaima was able to forward that information to her. A week later, Coach Jaima checked in and Maria confirmed that this was a helpful resource.

The text relationship progressed with a combination of quick check-ins and important information — like key dates and links that were relevant to the progression of the semester. Sometimes Maria would respond, while other times there was no reply. But by the time midterms rolled around, Maria knew that Coach Jaima was a trusted and valuable supporter. So when Coach Jaima sent a text asking about classes, Maria gave an honest answer.

Coach Jaima responded with empathy and some more Assessment about preparing for midterms. Maria answered the question but also revealed a more urgent issue that had her questioning if it was the right time for her to be in school.

Again, Coach Jaima’s response demonstrates how it’s possible to lean into empathy and Relationship Building through text messages, while still focusing on Advancing. 

The rest of Maria’s semester was a combination of challenges and wins, as it is for many college students. With her coach’s support, Maria was able to navigate all of the challenges in a way that kept her on track with her graduation plan. With only a few weeks of the semester remaining, Coach Jaima took the opportunity to ask Maria about her Motivation.

Jaima brought a little more depth to the conversation by asking another question. She follows up with transparency to set the stage for Maria to make the connection between her response and her own resilience.

Seeing the importance of Maria’s “reason why,” Coach Jaima uses Building Motivation and Advancing to work with her so she can remember her own words as she faces challenges after the coaching program has ended.

The positive power of texting

As you can see, coaching impact is not only possible through text, but for many learners, it’s the ideal (and often preferred) method for connection. Combining the Five Elements of Coaching with the immediate and dynamic power of texting, coaches can meet learners where they’re at, providing a personalized and authentic connection that helps learners remember their reasons for pursuing an education, learn to navigate barriers and overcome challenges, and ultimately stay on track to complete their goals. The power of the right text at the right time between coach and learner can have a major impact on success.

Jaima Mavity is an InsideTrack Lead Student Support Specialist & Coach and Career Coach who has been supporting learners since 2020. She is dedicated to empowering individuals through transformative coaching and personalized connection. Her commitment to building strong relationships and providing tailored guidance enables individuals to navigate their unique paths and achieve their educational and career goals. And oftentimes, she does so via text.

An in-depth exploration of the Five Elements of Coaching

Building Relationships

When working with a learner, it’s crucial to intentionally build trust and credibility. An established relationship is the foundation for successfully serving learners. You’re asking someone who has never met you before to open up, share their challenges and issues, and see you as someone who can help. So investing time and energy in building a relationship ensures that learners trust you and are clear on your role and your goals for them.

Why?

• When your learners trust you and understand your role, they are more likely to share relevant information with you and open up about the challenges they’re facing
• When they have a strong relationship with you, learners will seek out support when a challenge arises
• A trusted relationship also cultivates a sense of belonging, knowing you are in their corner

How?

• Clarify your role and the agenda upfront, and narrate the coaching process throughout meetings
• Engage in active listening coupled with authentic curiosity
• Use a professional yet tailored approach to communication, acknowledging their unique situation and experiences

Assessing

The goal of assessment is to tailor support to each individual, based on a holistic understanding of that learner. Even if they’re in school, academics are just one of the many challenges they may be facing. Others include family obligations, managing commitments, school community, finances and career. Through assessment, you can balance the breadth and depth of their situation to better understand each learner’s individual situation and needs. This allows you to prioritize the appropriate topic and approach when meeting.

Why?

• Strong assessment makes sure you spend your time on the most important topics for that learner at that time
• Thorough understanding of your learners helps you tailor your approach to their needs and goals
• Understanding the external factors that impact your learner’s success helps you connect them with institutional and other resources 

How?

• Ask questions to understand a learner’s goals and vision for success, then connect the dots between those goals and the topic at hand
• Use both open-ended and closed questions intentionally, based on the type of information you’re seeking
• Listen for gap words (words or phrases that highlight a gap between a learner’s current state and their desired state — such as “I should…”) to identify possible topics for development 

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Advancing

This crucial coaching skill helps learners make progress toward their goals. This might take the form of specific action items, or shifts in attitude or perspective. Advancement happens when insights or plans are applied in the real world. Approaches using advancing fall along a spectrum, from instructing to developing.

Why?

• The active process of identifying a goal, assessing resources and obstacles, and creating a realistic plan to achieve that goal builds the learner’s problem-solving skills
• Identifying clear next steps builds confidence and reduces stress for learners
• Learners taking action toward clear goals are more likely to persist and achieve those goals

How?

• During your meeting or interaction, identify a clear and achievable outcome your learner can aim toward 
• End meetings with specific next steps for your learner to take, related to the topic for discussion

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Building Motivation

Completing a degree, obtaining certification or receiving training requires sustained effort and focus, which is why motivation is so important. Building motivation helps learners remember their “why” — their reasons for pursuing an education or career pathway. It also helps them recognize their progress toward their goals. 

Why?

• Earning a degree, certificate or training can be a long-term and expensive undertaking that requires much energy and focus, making it crucial that learners understand and sustain their reasons for pursuing their goals
• Learners who are clear as to why they’re in school will often get more out of the educational experience

How?

• Connect immediate actions to short- or long-term goals
• Recognize progress and encourage your learners
• Motivate learners by talking about their core values, and how those values connect to their education and career goals

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Strategizing

This final element happens outside of learner interactions. It’s about approaching your roster of learners strategically, making decisions about who to connect with, when to connect with them, which channel to use for communication, which topics to explore, and which coaching techniques to activate. 

Why?

• As a coach or student supporter, your time is limited, making it necessary to prioritize learners with the greatest impact potential
• Maintaining proactive contact with learners increases the likelihood they will reach out for support when issues or challenges arise

How?

• Consider when and through which channel (text, for example) works best for connecting with your learner based on their needs and preferences
• Prepare for each meeting by reviewing notes, setting your intention and knowing which areas you need to proactively assess