Giving the Benefit of the Doubt

Introduction

Back in late 2021 I wrote an article for my blog about professional associations:

https://competitiveedgecoaching.com/professional-associations-are-they-worthwhile/

Those who may have read it, and those who know me personally, recognize that one of my pet peeves is the power and control exercised by these organizations.  My personal belief is that most of them are, at best, marginally useful.  Often, it seems their role is to strangle independent contractors and business professionals with a never-ending list of rules, regulations and re-certification requirements that are seemingly intended to provide income support for those working in these entities.

For me, that belief was reinforced over the past couple of months as I attempted to complete my recertification for my coaching designation. What should have been a fairly routine and uneventful process ended up in a three-month ordeal in which my integrity and honesty was questioned.  It has left me angry, embittered, and even more disillusioned by the actions and behaviours of some of these so-called “professionals”.

My Sorry Little Saga of Woe

I am a Career and Executive Coach.  I did my coaching training through the College of Executive Coaching in California between 2015-2017.  After completing my training in June 2017 I registered with the International Coaching Federation, and then wrote my accreditation exam which I passed.  I was awarded the ACC designation (i.e.  Associate Coaching Certificate).  In 2020 I recertified, and in August 2021 I applied for and received my higher PCC designation (i.e. Professional Coaching Certification).

As part of the recertification process each ICF coach is required to complete so many professional development courses.  Some courses offer what are called “Continuing Coaching Education” credits.  These are courses that are intended to improve members’ knowledge of coaching practices.  Others offer what are referred to as “Resource Development” credits, which generally focus on particular aspects of coaching.  In total, a member is supposed to complete 24 CCE and 16 RD credits for a total of 40 credits over a three-year period. 

In late 2021 I began taking courses as part of my recertification program.  I knew I didn’t want to leave it till the last minute.  By February of this year I managed to accumulate 29.75 CCE and 36 RD credits, for a total of 65.75.  This was more than enough to meet my recertification requirements.  At least, that’s what I thought.

When a coach completes a course they are issued with a badge that confirms they have completed the training course.  The badge lists the course, the training organization, and sometimes, the date of completion.  These badges, along with an application form, are uploaded to the ICF website and submitted as proof that a coach has met their professional development training obligations.

Before completing this activity I checked to ensure I had all the materials I needed to submit my application.  Unfortunately, I was missing two badges from an organization with whom I had completed two courses.  I reached out to the trainer who taught the course via e-mail.  No response.  I reached out two weeks later.  Still no response.

I then e-mailed the ICF Credentials Office to explain my situation.  I receive a very bewildering answer which, from the way it was written, I could tell that they didn’t understand my situation.  I then sent another e-mail, and explained it in exacting detail.  Again, the answer received was cryptical and uninformed, and didn’t address my question.

I then decided that I would go ahead and submit my application without the two missing badges.  However, I did scan copies of the credit card receipt issued after paying for these courses confirming that I had actually paid and registered.  The application was uploaded, and then I waited.  Shortly, afterwards, I received a message indicating my application had been received, and that it would be reviewed in due course.

A couple of weeks elapsed.  Then, I received an e-mail advising that my application had been received, and was on hold because of the two missing badges.  I e-mailed back again explaining my situation.  I received an e-mail from another individual indicating I needed to submit the badges.  The tone was very curt and unsympathetic.

In frustration, I called the trainer from whom I had originally taken the course, and who I had previously e-mailed without receiving a response.  I connected with her, and she advised she was in a hospice and not expected to live.  Suddenly, my problems seemed minor in comparison.  I thanked her, conveyed my best wishes, and hung up.  I then tried calling the person at the ICF Office who sent me the most recent e-mail.  I left a voice mail explaining my situation, and the results of the phone call I made.  I also sent them a hyperlink to a testimonial about the course I had written on the trainer’s behalf, and which was posted on her website, along with my picture.  Why would I offer a testimonial if I hadn’t completed the course?

Back came another e-mail, this time from the Credentials Manager, which again reiterated the earlier direction from her colleague.  She explained that since the trainer’s website had been updated in 2024 that the business was still operational:

“..someone at the training program should be able to provide it.  I’ve checked their website and it appears to be copyrighted in 2024 and they are actively selling courses so someone seems to be running the training program since ______is unable to.  If you received a badge for completing the training you should be able to login to the badge administrator and claim the badge.  If you claim the badge you can send it to us”.

At this point, after weeks of playing e-mail “ping-pong” with nameless, faceless bureaucrats, my patience was about at an end.

 

A Light at the End of the Tunnel

In frustration, I e-mailed the Toronto Chapter of the ICF.  I managed to connect with a wonderful lady and fellow coach, Leslie Shank.  I e-mailed her a summary of my conversations and interactions.  She followed up with the Head Office in Lexington on my behalf. That was on a Friday.  The following Monday, I had my PCC recertification approved, and was advised I had met all the requirements.

While I am exceedingly grateful for Leslie’s support, what I found inherently frustrating is how my honesty and integrity throughout this process was repeatedly questioned and challenged.  I was not given the benefit of the doubt.  I didn’t feel my story was ever truly heard. In short, I don’t feel I was really listened to.  No one at the ICF Head Office in Lexington bothered to call me, or even attempt to corroborate the fact that the trainer was indeed, sick, and therefore, unable to send me a badge or proof of my course completion.

Lessons Learned

Life is a lifelong learning journey, and through this exasperating process I l certainly learned a few things I believe are worth sharing:

1) Document, document, document.  If ever you are challenged or questioned, make sure you have documentation to corroborate your story.  E-mails, paper trails, receipts, phone records, screen shots, etc., can provide proof.

2) Prepare a timeline.  When this situation started to unravel I began piecing together a timeline.  I had dates, times, events, contact persons, and responses as my headings in an Excel spreadsheet.  Having a chronological timeline made it easy to trace what happened, when, and with whom.

3) Be prepared to go one step higher, or sideways.  When it became evident that I was getting nowhere with staff at the Lexington Head Office I decided to reach out to my local Toronto ICF Chapter for support.  Leslie was amazing!  However, I wonder how this would have been resolved without her intervention.

4) Have your BATNA ready.  Those who have studied collective bargaining or negotiations recognize this term.  It means “Best Alternative to a Negotiated Agreement”.  For me, my BATNA would have been legal action; either to swear a notarized statement to the fact that I had taken the course, or, failing that, legal action against the ICF. I’m fortunate it didn’t come to that.

A Final Thought…..

I am truly glad this incident is behind me.  However, my faith in professional associations certainly hasn’t been restored as a result of this situation.  That said, I am comforted by the fact that there are some good people out there, like Leslie, who are willing and able to intervene on behalf of someone like myself to get resolution.

What this incident really taught me is that people really want to be heard.  They want to be valued.  They want to be respected.  In short, they want the benefit of the doubt.  Sometimes, in our rush to a decision, we need to actually stop and recognize that the other person may actually be telling the truth.  That, in itself, can often be a sobering reminder of the importance of suspending judgement.