Answer the following statements true (T) or false (F)

Question

1.Emotional dissonance is most common where emotional display rules are highly regulated and
employees must display emotions quite different from their true emotions.
2. Jobs in which employees must frequently display emotions that oppose their genuine emotion
require more emotional labor.
3. Surface acting may result in stress and job burnout.
4. Employees experience less stress from emotional labor when they practice surface acting
rather than deep acting.
5. Employees can minimize the stress from emotional labor by actually changing their emotions to match the job requirements (deep acting), rather than displaying emotions contrary to their true emotions (surface acting).

Answer 1

1. TRUE
Emotional labor can be challenging because it is difficult to conceal true emotions and to
display the emotions required by the job. Hence emotional dissonance occurs.
2. TRUE
Emotional labor also potentially requires people to be something they are not, which can lead
to psychological separation from self. These problems are greater when employees need to
frequently display emotions that oppose their genuine emotions.
3. TRUE
Employees often deal with emotional discrepancies by engaging in surface acting; they
pretend that they feel the expected emotion even though they actually experience a different
emotion. One problem with surface acting is that it can lead to higher stress and burnout.
4. FALSE
Surface acting can lead to higher stress and burnout. Another strategy is to engage in deep
acting rather than surface acting. Deep acting involves visualizing reality differently, which
then produces emotions more consistent with the required emotions.
5. TRUE
Emotional labor creates conflict between required and true emotions. The larger the gap, the
more employees tend to experience stress, job burnout, and psychological separation from
self. This problem can be minimized through deep acting rather than surface acting.