Introduction
Emma was initially rude to her client as being in a hospitality industry, Emma did not great her client or customer is a nice and proper way. She refused to made eye contact and after the “steamroller” said “excuse me”, it is after few seconds that Emma responded “can I help” without even looking up to her (client) or greeting her with a smile or “hello”. Moreover, while addressing the query of her client, Emma was always rude. While asking her to fill the boarding form, she did not even cared to see whether there is pen over the desk or whether she (client) needs any additional help to fill the form. These two features as executed by Emma showed that she is under mental distress. She is pre-occupied with anxious thoughts or might be other job related / personal life related stress, which is creating difficulty for her to execute her work in a proper manner. According to Driskell & Salas, (2013) anxiety and job related stress creates mental distress