This is what makes the work tricky for organizations. To find the trigger points, we need to be sympathetic to a person who at the moment is very unlikeable.
It becomes a bit of a Catch-22. To reduce the risk of reoccurrence, we need to manage our own desire for punishment and give an ear to the "reasonable" causes of the problem.
This is also why that "ear" needs to be an outside person. Insiders understandably don't currently have the tolerance to listen.