ABSTRACT
Working in an imperfect world is a challenge that a first-line supervisor must accept; consequently, a supervisor should work diligently at creating a positive working environment. First-line supervisors must learn to manage as a coach/counselor/mentor. Coaching is a positive process that places a supervisor in a position to help officers perform more effectively. Supervisors who follow the principles of coaching/counseling/mentoring can provide a frame of reference in which an officer will have the capacity to realize their true potential. The best coaches actually listen. Of special importance are the effective listening keys that range from being flexible to keeping an open mind. It is important to acknowledge that the more a supervisor talks, the less effective they become, thus two-way communication reverts to one-way communication. Active listening has been identified as the most effective means of listening. This is done when the coach shows an understanding— verbally— when interacting with an officer. A successful counseling style involves communication, flexibility, intention and support.
