Clipped from www.futurity.org
Having a poker face at work can take its toll. Employees with jobs that require neutrality expend so much energy controlling emotions that they have less energy for other tasks.
“It takes energy to suppress emotions, so it’s not surprising that workers who must remain neutral are often more rundown or show greater levels of burnout,” says Daniel Beal, assistant professor of psychology at Rice University and study co-author.
That neutrality can be a turnoff for customers, the study shows. Customers who interacted with a neutrally expressive employee were in less-positive moods. Those customers gave lower ratings of service quality and held less-positive attitudes toward that employee’s organization.
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