Nobody enjoys being criticised, and few managers relish the prospect of criticising their people yet it has to be done. Everyone makes mistakes, but no-one should be allowed to go on making the same mistake and people shouldn't have to wait until an appraisal to discover that they have done something wrong.

This engaging programme is set in the offices of a district council, where an oversight in preparing for a meeting leads to the rejection of a sensitive planning application. The planning officer concerned shrinks from confronting an otherwise efficient assistant until a stern memo from the chief executive forces a rethink.

Rather than establishing what had happened, however, and taking action to put it right, the officer makes a series of clumsy attempts to discipline the assistant, all of which make matters worse…

This programme helps managers understand that criticism is an essential part of their responsibilities but emphasises how criticism done badly can make things worse. It lays down seven clear rules for ensuring that criticism is conducted effectively and without acrimony, including the key message that people should only be criticised for what they've done, not who they are.