QuizMe

1: The process of changing your internal emotion to match that of organizational expectations.

Cognitive dissonance

Surface acting

Deep acting

Emotional labor

2: The expression of organizationally desired emotions.

Emotional dissonance

Surface acting

Deep acting

Emotional labor

3: True or false: cognitive dissonance occurs more often than emotional dissonance.

True

False

4: Henry is in charge of a team at a law firm. He is in a really great mood today but knows that the company has to downsize. When breaking this news to his team, he masks his good mood with a serious face. Henry is engaged in:

Surface acting

Emotional labor

Deep acting

Emotional dissonance

5: Charlotte is really angry at her roommate. She goes to work and puts a smile on despite her anger. The difference between her behavior and her emotions makes Charlotte feel uncomfortable. She is experiencing:

Deep acting

Emotional labor

Cognitive dissonance

Emotional dissonance