Sally works as a customer care executive at a telecom office in Ohio. She often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally?

Question

Quizplus · Accepted Answer

Sally is facing emotional dissonance, which refers to the conflict between her true emotions and the emotions required by her job. She is annoyed by the customer but has to remain polite and answer his questions, leading to a discrepancy between her true emotional state and the expected emotional expression in her job role.

Sally Works as a Customer Care Executive at a Telecom