Q: I currently manage a small branch office in the banking industry.  My #2 person has worked for me for close to five years now and through her performance and overall work ethic, I feel my decision to promote her has been justified.  She places high standards on herself and has the capacity to not only grow our business but also take over my position when I depart.  Herein the lies the problem:  her overall stress interferes with her ability to be a good leader to others.  When under pressure, she becomes short with her team and on occasion, I even witness her poor attitude affecting customers.   I've talked to her once already about this, in which she apologized and then maintained good performance for a short time after.  Now however, not only am I recognizing the behavior again, two of her subordinates have paid me a visit lodging complaints.  Any ideas how to rectify the situation?

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