In private life, we try to induce or suppress love, envy and anger through deep acting just as we control outward manifestations of feelings through superficial acting. But what happens when emotional work enters the public world of work? Arlie Russell Hawkshield looked closely at two groups of workers: flight attendants and collectors. It's a flight attendant's job to provide a service and be "emphatically nice" to reinforce a customer's status. The collector's job is to collect payment for the service and, if necessary, lower the client's status with "emphasized rudeness" with him.