When Candida, a government employee who issues building permits, deals with the unreasonable behaviour of a customer, which of the following is she performing?

Question

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Candida is performing emotional labour, which refers to the act of managing one's emotions in response to customers or clients in order to meet organizational expectations or goals. In this case, she is dealing with an unreasonable customer and is expected to remain calm and professional, even though it may be difficult to do so. This is an example of emotional labour. The other choices do not accurately describe the situation. Role conflict refers to conflicts between different roles that an individual occupies, but there is no indication that this is happening in the scenario. Dramaturgical analysis refers to the idea that individuals are always performing in social situations, and there is no indication that Candida is analyzing her own performance. Role strain refers to difficulties that arise from trying to meet the expectations of a single role, but there is no indication that Candida is experiencing this.

When Candida, a Government Employee Who Issues Building Permits, Deals