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Wednesday 26 October 2016 Instagram
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Just acting the part ...?

Just acting the part ...?

Persaud’s perspective

Dr Raj Persaud
Consultant Psychiatrist
Maudsley Hospital, London

Psychological research has shown that a large part of the stress of working in telephone call centres is the strain of having to be endlessly cheerful to callers. The so-called "have a nice day" syndrome concerns the "emotional labour" we have to do to keep ourselves appearing reasonable to all around us, no matter how we are really feeling – to smilingly absorb the difficulties of dealing with problematic people, when really we want to wring their necks!

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