UGC NET Commerce Q46

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 [truncated]

Accepted Answer

3