Mary has enjoyed working at Great Lakes Pet Hospital for 8 years. As a technician, she hopes to be promoted to head technician soon. However, Mary has problems controlling her temper and has had arguments with other staff members because she lets frustration build and then reacts negatively. Recently, Mary has been getting irritated with Erica, a new technician; Erica works efficiently but is often on the phone, texting or talking, instead of helping with clinic duties. Mary knows her frustration is building, but doesn’t know how to positively handle the situation.