Brant, a Telemarketer, Has Been Given a Script to Read

question 106

Multiple Choice

Brant, a telemarketer, has been given a script to read to customers and was instructed to be enthusiastic and conceal any frustration he might have. Brant is using what?

• A) emotional dissonance
• B) display rules
• C) house rules
• D) emotional regulation

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Definitions:

Mechanical Work

The transfer of energy that occurs when a force is applied to an object causing it to move.

Transport Work

The energy required to move substances across cell membranes against a concentration gradient, a fundamental process in cells to maintain homeostasis.

Metabolic Reaction

Biochemical processes that occur within living organisms to maintain life, including breaking down substances for energy and constructing new substances.

Chemical Work

The energy required to drive chemical reactions necessary for cellular processes.