Human Resources Certification Institute (HRCI) Practice Exam

The selected answer, highlighting a high degree of emotional labor, is most suitable in this scenario. Emotional labor refers to the process of managing feelings and expressions to fulfill the emotional requirements of a job. In the context of customer service representatives handling calls predominantly from disgruntled customers, they are likely required to suppress their own emotions while maintaining a positive demeanor. This can lead to significant emotional exhaustion and burnout, as they must consistently engage in this effort without the opportunity to express their own feelings. The other options, while they may have some relevance in a broader context, do not specifically address the core issue faced by the representatives. For instance, low emotional intelligence could affect how individuals manage their emotions, but it does not directly account for the external demands placed on them by distressed customers. Negative collective affect may suggest a shared discouragement among teams, but it doesn't capture the individual challenges associated with managing intense emotional demands. Lastly, low pay may contribute to job dissatisfaction, but it is not the primary driver of burnout resulting from the emotional toll of handling difficult customer interactions.