Catch people in the act of doing something right.

Effective team leaders adjust their style to provide what the group can't provide for itself.

When you touch - don't take. Touch people only when you are giving something - reassurance, support, encouragement, whatever

Don't wait until people do things exactly right before you praise them.

Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.

Don't quack like a duck, soar like an eagle.

Catching people doing things right is a powerful management concept.