Brant, a telemarketer, has been given a script to read to customers and was instructed to be enthusiastic and conceal any frustration he might have. Brant is using what?
A) emotional dissonance
B) display rules
C) house rules
D) emotional regulation

Question

Quizplus · Accepted Answer

Display rules are societal norms that dictate what emotions are appropriate in certain situations and how they should be expressed. Brant is following these norms by showing enthusiasm and hiding frustration as instructed.

Brant, a Telemarketer, Has Been Given a Script to Read