An employee feels angry with a customer but speaks politely because the job requires a friendly expression. This situation illustrates:
Correct answer: C. Emotional labour
- A. Cognitive appraisal
- B. Role enlargement
- C. Emotional labour
- D. Job withdrawal
Explanation
Emotional labour involves managing or displaying emotions to meet occupational expectations. The employee is regulating outward expression even though the private feeling is different.
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About Organizational Behaviour
Organizational behaviour examines how individuals and groups act within workplaces and how organisational structures influence that behaviour. It covers personality, perception, motivation, learning, leadership, communication, teamwork, conflict, power, organisational culture and change. It differs from human resource management, which focuses more directly on managing employment processes and policies.
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