WHEN IT COMES TO recognizing employees, most companies have trouble holding their managers accountable. After all, how can you make someone be nice to their employees? And if you do force them to do something that they don't want to do, won't they resent it? Senior management at Bronson Healthcare Group in Kalamazoo, Mich., doesn't think so. For one thing, they ask all managers to write 12 thank-you notes each quarter to employees. Initially, some managers rolled their eyes at this — but ...

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