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ACTUALITY

Podcast: How faking it until you make it goes wrong

Apple experts wait at the "Genius Bar" in the new Apple store during the press preview in Boston, Massachusetts May 14, 2008. The store, Apple's largest in the U.S., opens May 15. (UNITED STATES)
Reuters/Brian Snyder
The calm before the storm.
  • Tim Fernholz
By Tim Fernholz

Senior reporter

This article is more than 2 years old.

This week, Actuality pretends we’re happy! We talk about people paid to smile when they meet their increasingly irate customers, and the toll that emotional labor takes as more jobs emphasize your people skills.

Plus, a rogue banker with CIA connections reappears in Idaho after 35 years on the lam.

You can also listen to the podcast on iTunes or use this RSS feed with any podcast application. If you enjoy this episode, please subscribe so you don’t miss the next one.

This episode is based on Marketplace reporter Sabri Ben-Achour’s forthcoming story on emotional labor. We talk to Cara O’Regan, a former retail employee of a major US company;  Alicia Grandey, a professor of psychology at Penn State University and Blake Ashforth, a professor of management at Arizona State University. Our surprising discovery comes from ProPublica’s story on Michael Jon Hand.

Actuality is a podcast jointly produced by Quartz and Marketplace, hosted by Tim Fernholz and Sabri Ben-Achour. Follow Actuality on Twitter, and let us know what you think of the show!

📬 Kick off each morning with coffee and the Daily Brief (BYO coffee).

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