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b. Concealed Irritation

As the flight attendant explains in the video, the attendants are under strong pressure from the airlines to show only 'positive' expressions of emotion. This is sometimes a challenge, since not all passengers are pleasant and cooperative. In the video, the flight attendant explains that she and the other attendants have learned that you can say anything to a passenger as long as you smile. She demonstrates this by performing the smile she uses while dealing with unruly or inebriated passengers. The verbal content of what she says is quite negative, but as long as the attendant smiles while saying it, the passenger accepts the information without complaint.

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