Performance appraisals can be difficult if one party expects a result far different to their actual appraisal. In this episode Carol expects to be showered in praise at her forthcoming appraisal with Marcus, but is shocked to find Serena will be sitting in. When they question Carol's extremely high self-assessment, she becomes defensive and angry, especially when Marcus announces no bonus and a pay cut! But will management also be taking cuts? Carol must get back on her horse. In addition we cover the learning outcomes of preparing for what to expect, discuss ways to improve, reward achievements as agreed and remain calm and focus on the goals.