Emotional ________ occurs when employees are expected to express feelings that are at odds with how they are actually feeling.
A) targeting
B) dissonance
C) fluctuation
D) role playing

Question

Quizplus · Accepted Answer

Emotional dissonance refers to the psychological stress experienced by employees when they are expected to display emotions that are inconsistent with their true feelings. It is a common occurrence in many service-oriented jobs, where employees are trained to display positive emotions regardless of how they feel. This can lead to emotional exhaustion, burnout, and other negative outcomes. Role playing (D) is a related concept but refers to the act of assuming a specific role or persona, whereas emotional dissonance is specifically about the emotional experience of being expected to act in a certain way. Targeting (A) and fluctuation (C) are not relevant to the concept.

Emotional ________ Occurs When Employees Are Expected to Express Feelings