A hospital quality team reviews two incidents.
Incident 1: A nurse arrives late after a multi-car pileup blocks the highway. Several staff still rate the nurse as irresponsible.
Incident 2: A different nurse arrives late after oversleeping. When asked to explain, the nurse says it was "bad luck" and cites unusual circumstances, noting that they are usually punctual.
Which pair of concepts best explains these two patterns?
Select one option.
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