Kelly hired a new employee named Jennifer. She had a great attitude and always gladly completed the tasks assigned to her. She had recently finished training and Kelly had been monitoring her progress. While she was excelling at the majority of her tasks. She had difficulty using one of the machines Kelly called Jennifer's telephone extension and told her to go see the trainer immediately. Jennifer was confused, embarrassed and worried.

She didn't know why she had to go see the trainer or what she had done wrong. At the trainers office, she was told that she was using the machine incorrectly. Because Jennifer had not realized there was a problem. She was thrown off guard. Jennifer completed the training and was finally able to correctly operate the machine. However, she resented her boss and no longer enjoyed her job.

Over time her performance began to decline. Kelly could not understand the change in Jennifer's behavior.