Faking Your Emotions at Work
Worklife with Adam Grant
00:00
Scripts and the Flight Attendant
The flight attendant started into the routine announcements. At first passengers were amused, but by the middle of the flight, i noticed a change around me. People were smiling more. They looked more relaxed. The mood on the plan had elevated. For his first few months on the job, he stuck to the script. I memorized the script. But our flight attendant had turned this robotic experience into something very human.
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