Rocky had a great morning. He kissed his girlfriend goodbye and planned to see her that evening for dinner. His day was just as good. As he was leaving work for home, he ran into his old boss, Genevieve. Genevieve said some things that made his blood boil. He was still thinking about the encounter when he sat down to dinner with his girlfriend. During dinner, he recalled how pleasant the rest of his day had been and his anger quickly faded. This scenario illustrates the concepts of ______.
An example of ______ would be rather than expressing irritation at a demanding customer, you maintain your composure and attempt to empathize by putting yourself in the customer's position and trying to feel his or her frustration.
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?
Simon is having a great week. This week his band won a contest, he did well on his calculus exam, and he received an interview for an internship. He feels so good that he can't stop singing. This scenario best exemplifies the concept of ______.
Lexie cannot make up her mind on which shoes she should pick for her winter formal. She has spent over an hour with the shoe salesperson, Kris, going back and forth from sandals to pumps then to wedges. Even though Kris feels annoyed, she has kept her composure. Kris has remained responsive and available. Kris is compelled to be polite regardless of her true feelings. This is an example of ______.