3. If you wanted to help Chris keep the job, would you advise deep acting, surface acting, or some combination of the two? Explain your reasons. When you’ve watched the video online, critique and analyze this encounter based on the principles you learned in this chapter. Then compare your work with the author’s suggested responses. Online, even more videos will let you continue the conversation with your instructor.

You work with a person who is friendly and talkative; the two of you have enjoyed casual conversation about issues related to the job as well as outside. For the past week, Chris hasn’t initiated any talk and has made only minimal responses to you. You think Chris may be upset, and you decide to explore this.

You: Chris, you’ve been quiet lately. Is anything wrong?

Chris: Not really, not anything I know how to talk about.

You: Sounds like something is bothering you.

Chris: I guess that’s life, right? I’m just down.

You: Sometimes it helps if I talk to somebody when I’m feeling down. Want to tell me what’s getting to you?

Chris: It’s Mr. Brewster. He’s been on my case for the past 3 weeks.

You: Is he criticizing your job performance?

Chris: Yeah. He says I’m sloppy when I write reports and that I am not always nice to clients. What am I supposed to be—Little Mary Sunshine?

You: Sounds like you’re angry.

Chris: I am. I come to work every day, I do my job, and I don’t complain. It’s not like they’re paying us big bucks, so they shouldn’t expect us to be all charm and cheer to every client—some of those folks are real jerks.

You: I agree. Some of them are difficult and rude. What exactly does Mr. Brewster say about how you deal with clients?

Chris: He says stuff about not being nice. I feel like he’s biased against me just because I’m not as pleasant and smiley as I should be.

You: He may be biased against anyone who isn’t supernice to clients. Remember how he really drilled it into all of us when we were hired that we are supposed to be polite and smile and all that.

Chris: I don’t always feel like smiling. And I don’t think Mr. Brewster has any right to tie my job to whether I am a beacon of sunshine for every client who walks in! I need this job.

You: Sounds as if you may be feeling worried about the job, too. Right?

Chris: Sure, I’m worried. I need this job. I’ve got a child and nobody but me to support him.

You: Has Mr. Brewster said anything about your losing this job?

Chris: No, but I know I’m not perfect, and I know he can fire me any time. If he does, I’m finished. But I’m just not cheerful all the time, even if I should be. I know I should be nicer sometimes, but I can’t.