Key Takeaways:
- Effective coaching starts with trust—build rapport early by focusing on the client’s concerns rather than a preset agenda.
- CorrectTech supports this process by integrating evidence-based practices with real-world case management tools.
- Balancing structure with flexibility ensures each session meets clients where they are, increasing engagement and motivation.
In offender coaching and case management, how you start a session can make or break its impact. Too often, we lean on autopilot questions like, “How’s it going?”—hoping to build rapport but instead triggering polite, surface-level responses. This is especially true with justice-involved clients, who may carry a history of guardedness, mistrust, and emotional suppression.
Effective coaching requires a different approach—building trust, fostering emotional literacy, and empowering clients to take ownership of their change journey. That’s where the Kickstart Question comes in: a deceptively simple yet powerful tool that shifts the dynamic from practitioner-led to client-driven.
Rethinking the opening question
Every practitioner knows the opening minutes of a coaching session, which sets the tone for everything that follows. Yet too often, these sessions begin with autopilot questions like:
- “How’s it going?”
- “How’s your week been?”
- “Anything new since last time?”
While well-intentioned, these openers often yield surface-level answers that sidestep clients' deeper issues, especially in a justice-involved population where trust is fragile and self-protection is second nature.
Moving beyond small talk: “What’s on your heart and mind?”
For coaching to truly drive change, it must connect with what matters most to the client. That’s why a more powerful way to begin is with:
“What’s on your heart and mind today?”
This minor tweak does two critical things:
- It centers the client’s perspective: They steer the session, highlighting what’s pressing or important to them.
- It bridges head and heart: By inviting cognitive and emotional responses, practitioners can explore the client's thoughts and feelings.
For many justice-involved individuals, this is an unfamiliar space. Years of surviving in harsh environments, navigating institutions, and facing stigma can lead to emotional shutdown. Even when they do share, responses like “I’m good” or “It’s whatever” can hide a more profound reluctance to trust.
Trust-building: The real kickstart
The Kickstart Question isn’t just about gathering information—it’s a trust-building exercise.
When practitioners show genuine curiosity about what’s on a client’s heart and mind, they signal respect and empathy.
Over time, this approach can help dismantle the walls that offenders often build to protect themselves.
The emotional literacy gap
Many offenders struggle with alexithymia—difficulty identifying and expressing emotions. For them, questions about feelings can be disorienting or even threatening. Practitioners should:
- Normalize the challenge: “Many people find it hard to put feelings into words. Let’s work on that together.”
- Offer feeling words or visual aids: A simple feelings chart can sometimes open doors.
- Acknowledge that change is complicated and messy: “You might feel like you’re supposed to have all the answers. You don’t. Let’s figure it out together.”
Homework vs. human agenda
Practitioners often assign homework or follow-up tasks—an evidence-based approach reinforcing learning between sessions.
However, these tasks shouldn’t overshadow what’s urgent for the client. If an offender walks into a session preoccupied with family conflict, housing issues, or emotional distress, that’s where the coaching should start.
Otherwise, the risk is compliance without engagement—a checked box but no real change.
CorrectTech’s role in effective coaching
At CorrectTech, we understand that practitioners juggle a complex caseload, tight timelines, and the constant need to document progress. That’s why our platform is designed to:
- Streamline session planning: Incorporate evidence-based frameworks like motivational interviewing and trauma-informed care into your session notes.
- Document both structure and flexibility: Capture the client’s agenda while maintaining accountability with dynamic progress notes.
- Enhance client engagement by tracking emotional states, supporting emotional literacy, and recording insights that lead to meaningful change.
The practitioner’s challenge: Balancing compassion and progress
Using “What’s on your heart and mind?” at the start of each session might initially feel uncomfortable, but with practice, it becomes second nature. Remember:
- It’s not just a question—it’s an invitation to trust.
- Don’t accept the first answer at face value—follow up with “Tell me more about that.”
- Let the client lead the conversation, but gently guide it towards actionable steps that support their goals.
Frequently Asked Questions (FAQs)
Why is “What’s on your heart and mind?” better than “How’s it going?”
Asking “What’s on your heart and mind?” bypasses the often automatic, surface-level response that “How’s it going?” typically elicits. Instead, it invites the client to share their genuine thoughts and feelings. This question creates a safe space for deeper emotional engagement, fostering trust and helping the practitioner connect with the client meaningfully.
What if my client struggles to answer?
If a client hesitates or struggles to answer, it’s essential to provide gentle prompts that normalize the experience. Try asking, “What’s been keeping you up at night?” or “What’s been weighing on you lately?”—these questions encourage clients to explore deeper emotions or concerns. Acknowledging that this kind of sharing can feel vulnerable helps build trust.
How can CorrectTech help with session planning?
CorrectTech is designed to streamline and enhance the coaching process by integrating evidence-based coaching methods, structured session notes, and flexible frameworks. With CorrectTech, practitioners can capture both structured goals, like progress on specific interventions, and the client’s immediate needs. This balanced approach ensures that each session remains client-centered while aligning with best practices for supervision and rehabilitation. As a result, coaches can tailor each session to the individual's unique needs, promoting consistency and effectiveness in their work.
Should I always start with this question?
Not necessarily. Use your clinical judgment to decide whether this question fits the context of the session. For example, if the client needs to follow up on prior homework or there’s an urgent issue that requires immediate attention, it may be more appropriate to address those first. However, regularly incorporating the “What’s on your heart and mind?” question can establish a habit of starting with the client’s experience, reinforcing a client-centered approach. Over time, this practice helps clients become more comfortable sharing their thoughts and feelings, deepening the therapeutic relationship.
Does focusing on emotions drive change?
Absolutely. Emotions are a powerful driver of motivation. When clients connect with their feelings, they’re more likely to understand the reasons behind their actions, which increases their commitment to change. Emotions can bring insight into behavior patterns and highlight underlying issues that might be missed.
Make coaching sessions more productive
Effective coaching with offenders requires more than surface-level check-ins—it demands authentic connection, trust, and emotional engagement.
By starting sessions with “What’s on your heart and mind?”, practitioners can foster deeper dialogue and empower clients to own their change journey.
At CorrectTech, we’re dedicated to providing the tools and support practitioners need to make this happen—every session, every client.
