Surface acting

Surface acting is when someone adjusts their outward expressions or emotions to meet social or workplace expectations, even if they don’t genuinely feel that way internally. For example, a customer service representative may smile and speak cheerfully despite feeling upset or stressed. This behavior helps maintain a positive environment but can be emotionally draining over time because it requires suppressing true feelings. Essentially, surface acting is presenting a certain emotional facade without necessarily feeling it internally, often used to create appropriate social interactions or adhere to professional standards.