Final answer:
Emotional dissonance is the discrepancy between what people feel and what they are required to express, leading to psychological conflict and job burnout. Job burnout includes emotional exhaustion, depersonalization, and a reduced sense of achievement. Cognitive dissonance involves psychological discomfort from holding conflicting beliefs, attitudes, or behaviors.
Step-by-step explanation:
Emotional dissonance is a form of psychological conflict that arises when there is a discrepancy between the emotions people feel and the emotions they project or express, often as a requirement of their job. In the context of the workplace, this might include the necessity for employees, like customer service representatives, to display certain emotions that are not genuinely felt, which can lead to stress and job burnout.
Job burnout is characterized by emotional exhaustion, depersonalization, and diminished personal accomplishment. It is often a response to chronic work stress and can result in negative outcomes including poor health, decreased job performance, and a diminished sense of personal achievement. People who are exposed to ongoing stressful conditions, lack the support or receive inadequate compensation for their efforts, are particularly susceptible to job burnout.
Cognitive dissonance is a state of psychological discomfort experienced when an individual holds conflicting beliefs, attitudes, or behaviors, leading to an inconsistency with their self-image. Similar to emotional dissonance, cognitive dissonance can cause stress and unease until the conflict is resolved, such as by changing one’s behavior or adjusting one's beliefs.