Summary
This program shows managers the importance of using praise to make their staff realize that their efforts are appreciated – a management tool that is powerful, cheap and easy to use, providing it is correctly applied. The storyline is set in a department with a high staff turnover which is in danger of losing another member: the individual displayed initiative and commitment in helping a customer, yet the manager could only criticize the unauthorized expense of a taxi fare. The employee's attitude changes with renewed enthusiasm when the manager shows interest and appreciation in a job well done. Among the rules learnt are that it's important to let people know why they are being praised, make sure that the effect isn't ruined by a sting-in-the-tail remark, and to pass on praise from customers or superiors. Key learning points include: The reasons why managers don't praise; The value of adding praise to the corporate culture; The importance of seeking opportunities to honestly praise staff; Six easily-remembered rules for praising correctly; and a reminder that praising is not a natural gift but a learnable skill.