One of the key points they talk about is how to reprimand an employee when they get out of line. It is so simple that it seems like it should be common sense to everyone. First of all, if someone is in training, don't get mad at them-- Ever. Train, not reprimand. (Did you get mad at your kids when they were trying to learn to walk and fell down constantly?) Even if they do something you think should be common sense to everyone, don't yell or get angry. If you do, from that point forward they will always be looking over their shoulder and working not to succeed, but to not get in trouble. Not the employee you want to have. When they mess up, use it as a training experience and move on. However, if you find you need to "train" them over and over, there might come a point where you need to reassign them, let them go etc. Not every one will excel at every job.
When someone is experienced and they mess up, then the manager needs to deal with it right then. Don't wait until they do it again or for a better time. Then, the authors recommend this strategy. First, let them know they screwed up and you are angry. Don't say you are angry using a soft voice- let your emotion show. Then, calm down and say something like this-- "Bob, it surprises me that you did this because you are one of our top guys and I have a lot of confidence in you. I'm sure it won't happen again". The whole encounter should take less than a minute.
When you correct someone like this, you get your point across as well as compliment the person. (BTW, don't compliment first--it sends mixed messages.) Using this process will leave the person with a better feeling after you leave so he doesn't complain to everyone about what a jerk of a manager you are.
