A restaurant worker who is required remain polite to rude customers uses tactical impression management to control emotional expressions on the job.

Question

Quizplus · Accepted Answer

Tactical impression management involves controlling one's emotional expressions in order to create a desired impression on others. In this case, the restaurant worker is using this technique to remain polite to rude customers, even if they may be feeling frustrated or upset.

A Restaurant Worker Who Is Required Remain Polite to Rude