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Faking Emotions in the Workplace

This document discusses faking emotions in the workplace. It argues that in customer service roles, representatives need to sometimes fake positive emotions like smiling even when feeling angry to maintain good customer service. While faking emotions can help service customers, it can also lead to personal burnout from accumulating stress over time. The document suggests organizations should provide peer counseling support so employees can relieve stress and avoid burnout from emotional labor.

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PATRICK OTIATO
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179 views2 pages

Faking Emotions in the Workplace

This document discusses faking emotions in the workplace. It argues that in customer service roles, representatives need to sometimes fake positive emotions like smiling even when feeling angry to maintain good customer service. While faking emotions can help service customers, it can also lead to personal burnout from accumulating stress over time. The document suggests organizations should provide peer counseling support so employees can relieve stress and avoid burnout from emotional labor.

Uploaded by

PATRICK OTIATO
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Running head: COMMUNICATION AND MEDIA 1

Communication and Media

Name

Institution
2

Faking Your Emotions

`Work is one of the responsibilities entitled to any man on Earth. The most common

work across the world, mostly in the developed countries like America and partly in some other

countries is the servicing of people. Besides, most work environments comprise of different

kinds of people with different personalities. Some of these people may lack etiquette thus may

sometimes cross paths with the fellow employees. Therefore, one working in such an institution

needs to develop tactics of surviving with these fellow employees. To some extent, the problem

is majorly faced by those working by servicing other people. Such kind of people may lack

good communication skills thus hindering effective communication between them with the

employee.

However, with all businesses, customer is always right, hence it is upon the

representative to come up with the effective way to manage the process. This may include

faking emotions, showing a smile even though the actual feeling is anger. Adam Grant argues

that one is required to sometimes fake his emotions in order to maintain and keep his work. He

reminds us of another very important point that moods affect the customer’s services hence

one servicing should ensure that the customer never gets offended. Lastly, He reminds us on

the fact that faking of your emotions may lead to a total personal burnout as a result of

continuous accumulation of stress. Therefore, for any organization to have a lively employee,

there should be kind of peer counselling where one employee encourages the other so that he

brushes of the stress and continues with the duties effectively and to avoid emotional labour

and burnouts. In circumstances like the one I am in, (anchoring with 10 constantly), the best

way to survive in any work environment is by faking emotions, putting on a face to clients so

that they don’t get offended.

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