• Criticism is futile because it puts a person into defensive & usually makes him strive to justify himself
• B.F.SKINNER - psychologist , proved through his experiment that animal rewarded for good behavior will learn much rapidly & retain what learned than animal punished for bad behavior.. same applies to humans too
• Any fool can criticize ,condemn, complain - most fools do. But it take character and self-control to be understanding & forgiving.
• " A great man shows his greatness , by the way he treats little men "

You can imagine Hoover's anger. But Hoover didn't scold the mechanic, he didn't even criticize him. Instead, he put his big arm around the man's shoulder and said,

“To show you I'm sure that you'll never do this again, I want you to service ...