UGC NET Management Q50

Question

Please read the passage and answer the following questions.
The concept of emotional labour emerged from studies of service jobs. But emotional labour is relevant to almost every job. At the least, your managers expect you to be courteous, not hostile in your interactions with co-workers. The true challenge arises when employees have to project one emotion while feeling another. This disparity is emotional dissonance, and it can take a heavy toll. Bottled up feelings of frustration, anger, and resentment can eventually lead to emotional exhaustion and burn out. Emotional dissonance is like cognitive dissonance, except that emotional dissonance concerns feelings rather than thinking. It is from the increasing importance of emotional labour as a key component of effective job performance that we have come to understand the relevance of emotion in every field.

Emotional labour creates dilemmas for employees. There are people with whom you have to work that you just plain do not like. Maybe you consider their personality abrasive. Maybe you know they have said negative things about you behind your back. Regardless, your job requires you to interact with these people on a regular basis. So you are forced to feign friendliness. It can help you, on the job, especially if you separate emotions into felt or displayed emotions. Felt emotions are an individual's actual emotions. In contrast, displayed emotions are those that the organisation requires workers to show and considers appropriate in a given job. They are not innate; they are learned. Similarly, most of us know we are expected to act sad at funerals, regardless of whether we consider the person's death a loss and to appear happy at weddings even if we don't feel like celebrating. Research suggests that at workplaces, it is expected that we should typically express positive emotions like happiness and excitement and suppress negative emotions like fear; anger; disgust and contempt.
Question: According to the passage, effective emotional labour management involves :

Accepted Answer

Display of friendly emotions