Sally Works as a Customer Care Executive at a Telecom

question 32

Multiple Choice

Sally works as a customer care executive at a telecom office in Ohio. She often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally?

• A) emotional dissonance
• B) positivity offset
• C) positive affect
• D) emotional selection
• E) illusory correlation

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Definitions:

Identity Crisis

A period of uncertainty and confusion in which a person's sense of identity becomes insecure, typically due to a change in expected roles or perception of self.

Adolescents

Individuals in the transitional stage of physical and psychological development that typically occurs during the period from puberty to legal adulthood.

Ego Crisis

A critical phase in Erik Erikson's psychosocial development theory, where an individual faces a major conflict that involves reevaluating their identity and purpose.

Middle Adulthood

A developmental stage in human life, usually occurring from ages 40 to 65, characterized by stability, maturity, and responsibility.