1. Leadership
• Promote interpersonal harmony for all customers,
associates and management.
• Monitor and assess the execution of the company
programs, regulations, policies and procedures.
• Counseling is a fundamental responsibility of every leader.
All leaders must be coaches, trainers, and teachers. The
characteristics of effective counseling include: flexibility,
respect, communication, support, motivation, purpose.

2. Leadership Counseling
Leaders should be aware that any instructions that they give are
to be followed by their subordinates without any
miscommunication. The eleven principles of leadership help to
guide the associates in sound human relationships:
1. Know yourself and seek self-improvement.
2. Be technically and tactically proficient.
3. Seek responsibility and take responsibility for your actions.
4. Make sound and timely decisions.
5. Set the example.
6. Know your associates and look out for their well-being.

3. Leadership Counseling
7. Keep your associates informed.
8. Develop a sense of responsibility in your associates.
9. Ensure that the task is understood, supervised, and
accomplished.
10. Train your associates as a team.
11. Employ the company assets to provide the best possible
service for the community.

4. Responding
Responding skills allow a leader to react to nonverbal clues that
the associate is giving.
• Questioning. This is the what, where, who, and how.
• Summarizing. All the information the associate has given.
• Interpreting. A new frame of reference or way of looking at
something.
• Informing. Giving information that may help or change the
associate’s views.

5. Problem Solving
Six basic steps of problem solving, decision making, and
planning:
• Identify the problem.
• Gather information.
• Develop courses of action.
• Analyze and compare courses of action.
• Make a plan.
• Implement the plan.