Final answer:
Reminding oneself that a customer service representative is just doing her job to avoid yelling is an example of an emotion-focused coping strategy. This approach aims to alleviate stress by reducing negative emotions rather than directly tackling the source of stress.
Step-by-step explanation:
When you remind yourself that the customer service representative is just doing her job and refrain from yelling at her, you're employing an emotion-focused coping strategy. This type of coping involves changing or reducing the negative emotions associated with stress rather than directly addressing the source of stress. It can include various methods such as avoiding the stressor, minimizing its importance, or trying to see the positive side of a stressful event. This approach is particularly useful when you're faced with a situation you believe you have no power to change, and it typically aims to alleviate the emotional impact of the stressor.
Another type of coping strategy mentioned is problem-focused coping, which contrasts with emotion-focused coping by aiming to manage or change the problem causing the stress. This form includes strategies much like those used in typical problem solving, such as identifying the problem, considering solutions, and selecting an alternative to mitigate the stressful situation. Therefore, since the scenario involves managing one's emotional reaction rather than the problem itself, it is an example of emotion-focused coping.