Chanel, this is good business, but at another level, it is bad mental health. If people curse you, abuse you, we have in the real world the right to say no, that hurts, stop it. Sadly, business today dictates that we pretend a happy face at all times.
The result is a growing lack of "authenticity" to use a psychological, sociological concept. More and more people must put on an act on their jobs for the reasons you state. The result is a growing anger under the surface in more and more people. In time, this will reach a boiling point an explode.
See the sociological study "Tony Soprano's America" (2005) for more detail on this trend. Tony of course was a Mafia leader; in the Mafia, pretending is part of the game, the fix. On the surface, Tony was a respectable suburban middle class home owner. Under the surface, he was a capable killer if you got in his way.
This dualism is exactly what our society is building, and professionals call this dualism "lack of authenticity." When will it explode?
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