Case in point. A well-known HMO recently settled out of court with a group of families, two of whom suffered loss of their mothers because a psychopathic orderly took it upon himself to call patients and tell them that they had cancer. Two women committed suicide and fourteen others sought serious psychiatric help to get them through problems that didn’t really exist.

Yes, HMO did indeed do a background check – one that was low-cost and was ordered on a computer screen. No record was found, and candidate was hired. No one took time to learn that this individual had just been released from prison in Massachusetts one year before for doing same thing at a Boston-area hospital. In this case, HMO saved a few dollars on background, but result was a $14 million settlement!

When hiring a background check firm, look for stability, longevity, a good track record, and one that isn’t afraid to refer you to any of its clients. Look for professional memberships, and above all, find out how they do their criminal conviction research. If they do it by database or computer, you could be better off if you stay away.

Don’t fall into trap of constantly giving praise for smallest little thing. Don’t be effusive over work that should be part of normal day-to-day expectations. This just devalues praise that you give. After all, you are not dealing with children who need to be encouraged at every step but with adults paid to produce a certain expected minimum performance. Save praise for something outstanding.

But don’t go to other extreme of constantly finding fault and systematically criticising even smallest little error or shortcoming. Most people are aware of and regret their occasional minor mistakes and will do their best to avoid repeating them. They don’t need to be reminded of them. If all you ever do is criticise, then your staff will eventually come to conclusion that whatever they do will not be good enough. They will stop trying.

If job performance really falls short of requirement then of course you must say so. Criticise work whilst staying calm and analytical. Base your comments on facts rather than opinions. Be specific. Don’t get angry and don’t make personal attacks. Emphasise how important it is to get job done correctly. Always bear in mind that purpose of criticism is to get things done better in future.

Whatever you do, don’t let occasion become a monologue. Use it to establish a two-way exchange of views. Criticism on its own is not enough. Find out causes. The meeting should be aimed at finding a solution for present and an improvement for future. Get individual concerned to acknowledge his past mistake and to agree on actions to take to avoid its repetition.

Always try to end interview on a lighter note. If you can, refer to some other work by same person that was well done. Praise that piece of work in order to soften blow of your earlier criticism and to demonstrate that good work is appreciated.

In conclusion, remember that worst thing you can do to any member of your staff is to ignore them. The worst thing you can do is to let weeks go by without a comment of any sort. The worst feeling anyone can experience is to be ignored, forgotten, taken for granted, and undervalued. Show them that you care – one way or another – and praise or criticise as appropriate.