When Berry is dealing with an irate customer, he finds himself biting his tongue to keep himself from saying what he really wants to say. This is referred to as emotional:

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This is referred to as emotional labor, which involves managing and sometimes suppressing emotions to fulfill the emotional requirements of a job. In this case, Berry is exerting effort to manage his own emotions to maintain a professional interaction with the customer.

When Berry Is Dealing with an Irate Customer, He Finds