The limits of surface acting: a little bit of empathy goes a long way

Surface acting is a term applied to individuals who, for employment purposes, exhibit emotions that are not truly felt (Ashforth and Humphrey, 1993). Think of anyone who performs a customer fronting or facing role and you get the idea. There can be a big disparity between how an employee presents to the customer and how… Continue reading The limits of surface acting: a little bit of empathy goes a long way

Thank you Keira

Momentous, divisive, tumultuous, gut wrenching, heart breaking, soul searching, worrying; uplifting, liberating, the start of a bright new dawn.  Depends on your perspective. Time will tell. Emotions are understandably running high, opinions are split.  The words of Keira Shaw in a post entitled ‘How to be kind ‘ were the single most inspiring, comforting things… Continue reading Thank you Keira