Holly is a flight attendant on international flights. Sometimes she is just plain tired and grumpy, but she has to remain kind, helpful, and upbeat on her job. This overt management of her own emotional display as part of the requirements of her job is called emotional _____.

Question

Quizplus · Accepted Answer

Emotional labor refers to the effort put in by employees to manage and regulate their emotions as part of their job requirements. In this case, Holly has to manage her emotional display to appear kind, helpful, and upbeat, even when she is tired and grumpy. Therefore, option B, emotional labor, best fits the scenario described. Options A, C, D, and E do not accurately describe the situation.

Holly Is a Flight Attendant on International Flights