SINGAPORE — Faking one’s emotions at the work could result in a hostile workplace.

An NUS Business School study found that those who engage in ‘surface acting’ such as forcing a smile in front of customers had less self-control and tend to be more abusive towards their staff.

The research by Assistant Professor of Management and Organisation Sam Yam surveyed 184 employees and their supervisors working in customer service and sales roles in the United States.

Supervisors were asked questions such as whether they faked a good mood in front of customers. Staff then rated them on their behaviour.

Suppressing one’s anger and emotions resulted in reduced mental ability to stop abusive behaviour, the study discovered.

So while forcing employees to smile might help a company’s image, Dr Yam recommends that organisations help workers regain self-control by taking short breaks at work, for example.

“Likewise, self-affirmation training can enable individuals to replenish depleted resources,” Dr Yam said. ETHAN GUO