The management of emotions as part of one’s work role (i.e., emotional labour) is especially important in jobs that require frequent customer/client contact. There are two main strategies to manage emotions: Suppressing negative emotions and pretending good mood (surface acting) and trying to actually create positive feelings (deep acting). Surface acting is related with lower well-being, whereas deep acting has no such detrimental effects, according to a recent study. Workers in a service job should therefore try to create true positive feelings at work instead of only pretending positive emotions. So how about instead of suppressing your anger think about something positive in your live when the next costumer wears you down ?
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