Your reaction to the events around you determines how you feel and how you affect those you come into contact with. Consider the following example:

Jane, a bank executive, got caught in traffic on her way to an important presentation at a board of directors meeting. As a result, she was forty-five minutes late for her presentation. After the meeting Jane was in a really bad mood. Upon returning to her office she discovered that several expected reports were not there.

Jane called Kevin, her administrative assistant, into her office and reprimanded him for not ensuring the reports had arrived on time. Another department was preparing the reports. Kevin had no control over when they would be delivered. Jane was in a foul mood and she didn't want to hear any excuses.

Upset and stressed, Kevin called Donna, the secretary for the department preparing the reports. He started yelling at her that the reports that he had requested had not arrived. Although this was the first Donna had heard of the reports, Kevin didn