Question

Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of her job, she needs to greet and smile at guests irrespective of her state of mind. In addition, when any guest faces problems, she needs to be calm and composed and help resolve issues. This shows that Johanna's job requires ________.A) emotional laborB) cognitive dissonanceC) self-concordanceD) positivity offsetE) social loafing

Answer 1

emotional labor

Explanation:

In simple words, emotional labor refers to the process in which an employee has to control his or her emotions due to the requirements of the job he or she has to perform. Generally, such kind of labor is required in jobs where the employee has to directly deal with the clients of the organisation.

In other words, it is concerned with acting in a specified emotion no matter what the situation is and what emotions one is actually feeling at the moment. Emotional labor often leads to dissatisfaction for jobs and poor mental health of employees.