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 n<u>eeds to manage his feelings and emotions to not be upset about this and react in negative ways when talking to customers.</u> Consecuently, Ravi must engage in emotional labor.
