Aims to ensure that managers understand how to use praise to make their staff realise that their efforts are appreciated. The storyline features 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 their manager could only criticise the unauthorised 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. Amongst the rules taught are the importance of letting people know why they are being praised, making sure that the effect isn't ruined by a sting-in-the-tail remark, and passing on praise from customers or superiors.