From the course: Work on Purpose
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The drain of emotional acting
(upbeat music) - [INTERVIEWER] It's my pleasure. That's my customer service voice. Maybe you have one too that you use with your customers or your boss or even your kids when you want to be upbeat and into it but truthfully, you're just not feeling it. - It's called emotional acting. Emotional acting is a phrase that was coined by Wharton professor Adam Grant. And this is when you put on a mask and you fake it in a lot of interactions all the time. It's super common in customer service, but it's also common in certain organizational cultures. - [INTERVIEWER] It's draining physically, emotionally, intellectually exhausting. - The solution instead of emotionally acting is you want to actually care and genuinely want to be helpful. So instead of putting on a mask, you're actually trying to feel the real emotion. That way it comes out naturally. (upbeat music) - [INTERVIEWER] To talk about this more we're bringing in…
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