The psychological state arising from incongruence between felt emotion and expressed emotion is a source of internal discomfort. This disharmony occurs when an individual is required to display emotions that contradict their genuine feelings. For instance, a service industry employee may be obligated to maintain a cheerful demeanor despite experiencing frustration or anger related to a difficult customer interaction.
Understanding this psychological conflict is crucial because prolonged exposure can contribute to burnout, reduced job satisfaction, and potential mental health issues. Its recognition allows for the development of coping mechanisms and organizational strategies aimed at mitigating its negative impact on individuals and work environments. The concept has roots in sociological theories of emotion management and gained prominence in organizational psychology with the increased emphasis on emotional labor in various professions.
