Final answer:
It is true that showing anger to a customer is inappropriate as it can damage the business-client relationship and lead to negative consequences. Professionals should use metacognition to manage strong emotions and maintain a constructive interaction.
Step-by-step explanation:
Showing anger to a customer is indeed inappropriate in a professional setting. Conveying anger can harm the relationship between the business and the customer, potentially driving the customer away. In business, it is crucial to maintain professionalism at all times to ensure customer satisfaction and to uphold the company's reputation. When faced with strong emotions, it is more productive to use metacognition to analyze the reasons behind these emotions and find strategies to manage them effectively.
For example, if a customer's complaint provokes anger, rather than showing it, a customer service representative should step back mentally, assess why the complaint makes them angry, and then address the issue in a calm and collected manner. This approach prevents the situation from escalating and helps maintain a constructive and positive interaction. Furthermore, failing to control one's emotions and violating professional norms can lead to cultural sanctions such as being labeled unprofessional, or even legal consequences, depending on the severity of the misbehavior.