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INSTRUCTIONS: Choose the word or phrase in [ ] that will correctly complete the statement. Select A for the first item, B for the second item, and C if neither item will correctly complete the statement.
You can learn about the financial stability of an insurance company by checking [ the Securities and Exchange Commission (SEC)'s | A. M. Best's ] rating system.
Feeling Rules
Norms that dictate which emotions are appropriate for particular roles in a social context.
Emotion Labor
The process of managing feelings and expressions to fulfill the emotional requirements of a job.
Surface Acting
An emotional labor strategy where individuals feign or suppress genuine feelings to meet certain job or social expectations.
Display Rules
Cultural norms that dictate how emotions should be expressed, managing the appearance and suppression of emotions in social settings.
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