When users are accessing the app but not responding to their coach it can feel very disheartening and frustrating. It is really important to remember that this is the member's health journey, and not yours, and that they may be experiencing challenges preventing them from responding to you directly. These may be physical or perceived barriers, but remember, that a key part of person-centred coaching is recognising the reality as the user experiences it.

This is a good time to reach out to your fellow coaches on Slack and get a reminder and motivation boost for yourself - it’s not personal or about you or your coaching. We can acknowledge the frustration amongst our coaching peers, leaving us in a better frame of mind to respond to members using a person-centred approach. The temptation to send generic messages to users who are not responding can be really high, but this can in turn create a bigger barrier to engagement for the user. Your value as a coach is not in the amount of information you can give someone throughout a programme.

Here are some motivational interviewing (MI) responses you can use to help your member who is facing barriers and hasn't responded to you recently. Coaches should find a balance of using these within a video (if the member is watching the videos regularly), and in the accompanying text (if the user is not regularly watching all videos).  

Open-Ended Inquiry with Empathy:

• "It seems like things might not have been easy lately. I haven't heard from you in a while, and I wanted to check in and see how you're doing with your goals."

Affirmations and Eliciting Change Talk:

• "I know you were really excited about reaching (goal). What were some things you were looking forward to with achieving it?" (This taps into their past motivation)

Exploring Ambivalence and Importance:

• "It seems like there might be some challenges getting in the way of reaching your goal. Can you tell me a bit more about what's been difficult?" (This acknowledges the barrier and invites them to explore it)
• "On a scale of 1-10, how important is reaching this goal to you right now?" (This gauges their current motivation)

Reflecting Feelings and Reframing Challenges:

• "It sounds like you're feeling discouraged by the setbacks. Those can be tough, but you've overcome challenges before. What helped you in the past?"
• "These barriers can feel overwhelming, but we can break them down together. What small steps do you think might be manageable?" (This reframes the barrier and emphasizes collaboration)

Re-engaging and Offering Support:

• "I understand if things haven't been going as planned. I'm still here to support you whenever you're ready to pick things back up."
• "Would you be open to brainstorming some solutions together next time I check in?" (This respects their autonomy and offers continued support)

Bonus Tip: Consider sending a brief, encouraging text or email to re-engage them, but avoid pressuring them to respond immediately.

Remember, MI is a collaborative process. By using open-ended questions, affirmations, and reflective listening, you can encourage your member explore their ambivalence, identify solutions, and reignite their motivation for reaching their goals.