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…

Roosevelt’s Four Freedoms Revisited

On December 6, 1941,  Franklin D. Roosevelt, the US President made his State of the Union address to Congress.  The speech would be remembered as the ‘four freedoms’ speech. Roosevelt the 32nd President of the United States said: “In the future days, which we seek to make secure, we look forward to a world founded upon four…

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…