Nobody enjoys being criticized, which is why few managers relish the prospect of criticizing their staff-yet is has to be done. Everyone makes mistakes, but no-one can be allowed to go on making the same mistake-and people shouldnt have to wait until an appraisal to discover they have done something wrong. The video 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. But rather than establishing what had happened and taking action to put it right, the officer makes a series of clumsy attempts to discipline the assistant-including a telling off in front of junior colleagues, failing to agree what had gone wrong and criticizing them personally rather than what they had done. Learning how to handle the situation correctly means understanding how the problem arose, and the assistant is able to suggest a means of avoiding such mistakes in the future.