Surface acting PDF

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Surface acting...

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Surface acting: hiding one’s inner feelings and forgoing emotional expressions in response to display rules Deep acting: trying to modify one’s true inner feelings based on display rules

Emotional intelligence (EI): the ability to detect and to manage emotional cues and information. The arguments in favour of EI include intuitive appeal, that it predicts criteria that matter, and the fact that it is biologically based. Critics of EI: no agree on definitions, cannot be measured and is nothing but personality with a different label. Emotional contagion: the process by which people’s emotions are caused by the emotions of others. Display of emotions is important to social behaviour like negotiation and customer service....