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Positive emotions also needed to be expressed in moderation, according to those surveyed.
Employees expect others to hide negative emotions in order to maintain what they call "professionalism." They also expect co-workers to hide positive ones by not showing too much pleasure with promotions or raises because someone else might have missed out. Kramer said he expected this type of "masking" behavior in customer relation occupations but did not expect it as much in the employee-to-employee jobs as revealed in his research.
"We've known for years that customer relations employees are expected to manage their emotions to express positive emotions regardless of the situation," Kramer said...
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