1. Identify the problem. Make sure that you really know the problem. Analyze the forces influencing the behavior. Determine which of these forces you have control over and which of the forces the employee has control over. Determine if the force has to be modified, eliminated, or enforced.
2. Plan, coordinate, and organize the session. Determine the best time to conduct the session.
3. Conduct the session using sincerity, compassion, and kindness. This does not mean you cannot be firm or in control.
4. During the session, determine what the employee believes causes the counterproductive behavior and what will be required to change it.
5. Try to maintain a sense of timing as to when to use directive or non-directive counseling. (See below for definitions.)
6. Using all the facts, make a decision and/or a plan of action to correct the problem. If more counseling is needed, set a firm date and time for the next session.
? Move the individual being counseled toward an action outcome.
? Know when to refer the person to someone else—for example, the Human Resource Department.
? Avoid becoming personally involved.
? Avoid being judgmental.
? Keep asking questions.
? Make sure that you use active listening techniques.