Chapter 5 Flashcards
1
Q
___ are short-lived feelings that are formed specifically from a known occurrence.
A
Emotions
2
Q
Emotional ___ is a way that the emotions of one employee are transferred to another employee via nonverbal channels.
A
Contagion
3
Q
Emotional ___ is a way of emotion regulation in which employees control their emotions and feelings at work.
A
Labor
4
Q
Emotional ___ develops when there is an internal conflict in an employee caused by a difference in emotions.
A
Dissonance
5
Q
__ acting
What are the two types of emotional labor?
A
Deep and Surface Acting
6
Q
___ acting is about a person trying to feel a specific emotion that they are thinking about in their mind.
A
Deep
7
Q
__ acting, however, is when a person has to fake emotion to meet certain social or work rules.
A
Surface
