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Counseling > Nondirective Counseling - Pg. 33

C OACHING AND C OUNSELING 33 since that time, I've overheard you on your cell phone with customers nearby on two separate occasions. This behavior is in direct violation of store pol- icy and must stop immediately. If you have to make a personal phone call, I expect you to do so during breaks or lunch. You need to comply immediately. If I catch you on the cell phone again I will be forced to write you up." By utilizing a directive counseling approach, managers are in complete control, steering the method for resolving the employee's problem. Since this technique leaves little room for dispute or confusion, it may initially appear to ensure a positive outcome; unfortunately, it rarely does. In fact, the direc- tive approach often results in damaged employer-employee relations, often reaching a point of non-repair. To make matters worse, the impact of the tainted manager/employee relationship frequently spills over into the work- place, creating disharmony with other workers, and ultimately impacting productivity. This happens because employees often resent being told they have a problem and further resent being told how to solve it. Nondirective Counseling The nondirective counseling approach calls for a partnership between a manager and an employee, with each having a specified role. While it is more structured than the directive approach, it is far less rigid in its application. Experts believe that the nondirective approach is more likely to result in