Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation. According to her exit interview, she felt burnt out. Which of the following best explains this situation?

Question

Quizplus · Accepted Answer

This situation relates to emotional dissonance. Carrie was most likely feeling the strain of having to project one emotion while feeling another, especially when dealing with difficult callers, which ultimately caused her to feel burnt out. It cannot be argued that Carrie was overwhelmed by the award as it would not cause her to feel burnt out. The fact that Carrie won the Employee of the Year award proves that she was skilled and motivated, and that she received recognition for her work. It cannot be argued that she lacked empathy as she was courteous with her callers and efficiently handled their queries.

Carrie Recently Received the Employee of the Year Award at the Call