Question

Ravi works in customer service for a company that has a high volume of dissatisfied customers who often express their anger in hostile and combative ways. Consequently, Ravi must often engage in ____________.
A. emotional labor
B. empathy
C. disinhibition
D. emotional contagion

Answer 1

Answer:

Emotional labor

Explanation:

Emotional labor or emotional work is a term that refers to the process of managing feelings and expressions to fulfill the emotional requirements of a job. In other words, workers are expected to regulate their own emotions while they are interacting with customers, co-workers and superiors while they are in a work environment.

In this example, Ravi works in customer service for a company with a high volume of dissatisfied customers who express their anger in hostile and combative ways. Therefore, Ravi needs to manage his feelings and emotions to not be upset about this and react in negative ways when talking to customers. Consecuently, Ravi must engage in emotional labor.