It's when you're most certain that you understand a situation that you're most likely to have misunderstood it. Whether you're dealing with customers or coworkers, it never hurts to seek additional information. After some clarification, you may find that you weren't so certain after all.

People are less likely to express thanks or appreciation at work than anyplace else. But studies suggest that employees who feel appreciated are more productive and loyal, so it's worth making an effort. The intriguing bit? It's a win-win experience—when you appreciate someone, you feel good, too.

It's not the job of a leader to be likable. Still, for most leaders, there's little to be gained—and possibly much to lose—by being unlikable. But what makes someone likable isn't obvious. What traits and actions should a leader exhibit if he or she wants to be effective as well as likable?