Both of the above choices are correct.

Showing she knows what to do now.

Taking responsibility for her error.

show professionalism

are important

Show gratitude

Use more soap for more lather.

Start again.

Rub her hands harder under the running water.

made an excuse for her action.

took responsibility for her action.

blamed someone else.

to control her feelings when she receives the unexpected feedback

because she doesn't know what to do

dried her hands.

paused and took a breath.

looked angry.

getting upset

clarifiying

being defensive