Answer to Question 1
Discover the client's real need
Assess the client's situation
Set target goals
Identify the steps that will achieve the client's goals
Answer to Question 2
Solicit input from employees
Ask employees for help in solving problems
Teach employees to make sound decisions
Remove bureaucratic obstacles that prevent them from taking initiative
Provide employees with the information they need to make decisions
Give them authority to do whatever is necessary within reason to serve customers
Provide a positive emotional atmosphere
Reward achievements
Serve as a role model
Coach them so they can successfully master tasks
Ask questions that encourage them to come up with answers