Tag Archives: Veikko Surakka

“Surface Acting” At Work Leads to Stress Spillover

David Wagner

David Wagner

Experiences at work and employees reactions to them, can affect employees’ quality of life outside of work – and vice versa.
This insight led employers to establish workplace
Employee Assistance Programs, on-site medical centers, concierges, meals, and fitness centers.

Christopher Barnes

Christopher Barnes

When employees suppress their true feelings about work experiences, they engage in “surface acting” — displaying appropriate, but unfelt facial expressions, verbal interactions, and body language.

Brent Scott

Brent Scott

Surface acting at work was associated with emotional exhaustion, work-to-family conflict, and insomnia outside of work for more than 70 volunteers in a high stress public service occupation, in a study by Singapore Management University’s David T. Wagner, Christopher M. Barnes of University of Washington, and Brent A. Scott of Michigan State University.

Arlie Hochschild

Arlie Hochschild

Emotional labor” was Arlie Hochshild’s earlier term for “surface acting” in customer service interactions when employees present prescribed verbalizations and emotions.

She contrasted “surface acting” with “deep acting” in which the person:

  • Exhibits the emotion actually felt,
  • Uses past emotional experiences to elicit real emotion and empathic connection with others, in a form of “organizational method acting.
Christina Maslach

Christina Maslach

“Surface acting” at work can lead to occupational “burnout,” characterized by emotional exhaustion, detachment from others, and reduced workplace performance, noted University of California Berkeley’s Christina Maslach and Susan Jackson.

Céleste Brotheridge

Céleste Brotheridge

In contrast, high emotional labor with deep acting was associated with a greater sense of personal accomplishment in research by University of Regina’s Celeste Brotheridge and Alicia Grandey of Penn State.

Veikko Surakka

Veikko Surakka

Recipients of “surface acting” are usually accurately detect that it’s an inauthentic display, according to University of Tampere Veikko Surakka and Jari K Hietanen of University of Helsinki.

Patricia Hewlin

Patricia Hewlin

Similarly, “Facades of Conformity,” impression management, and
unwilling compliance are associated with generalized stress and reduced quality of life outside of work, according to Georgetown’s Patricia Hewlin, University of Lethbridge’s Karen H. Hunter, Andrew A. Luchak of University of Alberta, and Athabasca University’s Kay Devine.

These three experiences are defined as:

Kay Devine

Kay Devine

Leon Festinger

Leon Festinger

Most people at work encounter situations in which they choose to behave in “appropriate” ways that are inconsistent with their true feelings, and may experience similar stress spillover from “surface acting” at work.

-*How do you prevent “burnout” when workplace settings seem to require “surface acting”?


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©Kathryn Welds