The Sydney Morning Herald has an article on a research which is shown enforced jolliness may make people ill. Professor Zapf used a population of 4000 people to test on the stress and physical level of the participant when they received an abuse call from clients. The study concluded that a person repress the true feeling will have negative impact on health:
… Some of the participants were allowed to answer back, while others had to be polite and friendly all the time.
Those who stood up to clients had a rapid heartbeat for a brief period, but for those who had to remain friendly their heart was still racing long after the client had hung up.
The conclusion reached by the psychologists was that “being friendly against one’s will causes nothing but stress”.
Flight attendants, shop assistants and carers also took part in the study of emotional behaviour, which involved 4000 people, Professor Zapf said.
“We are all able to rein in our emotions,” he said. “It becomes difficult when you have to do this over a protracted period as cabin attendants are forced to on long-haul flights…
Secret to a long life – get even more often – [The Sydney Morning Herald]