1. Have you ever experienced a situation that is similar to the one in this article? How did you handle it? If you have never experienced this type of situation, how would you handle it if you did?

2. Review Exhibit 4-1 on page 103. List 3 differences between emotions and moods.

3. Review the definition of emotional labor on page 113. How might ‘office talk’ change how an employee expresses their emotional labor during interpersonal dealings during their work day?

4. Read the section ‘Sex’ on page 113. Do you agree that men and women express different emotions? Are women more emotional than men? Does this make them more likely to engage in ‘office talk.’ List three reasons and/or provide examples for your answers.