| Put employees at ease. | Demonstrate empathy and support. |
| Define reason for the session. | Make referrals, as appropriate. |
| Describe the exact behaviour and its impact. | Agree upon appropriate action. |
| Listen to employees’ feelings and ideas. | Follow-up with feedback. |
| Ask open- ended questions. | Non-threatening. |
| Paraphrase without making judgements. | Climate of Confidence. |
| Summarize to ensure you understand. | Mutual Trust. |
| Encourage employees to identify alternatives and consequences | Appropriate Location. |
| Demonstrate respect and confidence. | Timely interventions and comments. |
