When an employee expresses organizationally desired emotions during interpersonal interactions, it is called
A)emotional intelligence.
B)moods.
C)emotional labour.
D)self-esteem.
E)emotional dissonance.

Question

Quizplus · Accepted Answer

Expressing organizationally desired emotions during interpersonal interactions is known as emotional labor. This involves managing one's emotions in order to convey a specific emotional response that is expected by the organization or workplace. This can be seen in professions where employees are required to exhibit certain emotions, such as customer service roles, where individuals are expected to display a positive demeanor even if they may not feel that way personally. Emotional labor can lead to emotional dissonance, which is the conflict between one's felt emotions and the emotions that they are expected to display.

When an Employee Expresses Organizationally Desired Emotions During Interpersonal Interactions