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

Soft Skills Matter Most

“Social interpersonal skills key. Having socially skilled line managers is key.” Professor Sir Cary Cooper CBE made an inspiring appeal for organizations to take more care of their employees’ wellbeing work in an entertaining and insightful opening address at this year’s CIPD Conference in Manchester on Wednesday, November 4th, 2015.  The talk was entitled ‘Mental… Continue reading Soft Skills Matter Most

‘Happier pets, happier (and more productive) people?’

The pet retail giant Fressnapf, on the face of it the German answer to Pets at Home, with more than 1,400 stores in twelve European countries, has a novel approach to the dilemma faced by all working dog owners about leaving their four-legged friends at home. Dog owners are allowed to bring their pets to… Continue reading ‘Happier pets, happier (and more productive) people?’