{[ promptMessage ]}

Bookmark it

{[ promptMessage ]}

S100 Managed Heart Powerpoint

Flightattendantcontrasts pre1980sjobwithpost1980s

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: SUPERMARKET’S “ENFORCED SAFEWAY SUPERMARKET’S “ENFORCED FRIENDLINESS POLICY” LOOK DIRECTLY INTO THE CUSTOMER’S EYES, MAINTAIN EYE CONTACT FOR 3 SECONDS SMILE WARMLY, GREET THE CUSTOMER BY NAME, AND ASK HOW HE’S DOING CASE STUDIES OF TWO JOBS CASE STUDIES OF TWO JOBS 1. FLIGHT ATTENDANT (CONTRASTS PRE­1980s JOB WITH POST­1980s) PRE­1980s FLIGHT ATTENDANTS MAINLY WOMEN PRE­1980s FLIGHT ATTENDANTS PRE­1980s FLIGHT ATTENDANTS (CONTINUED) LENGTHY TRAINING PERIOD­­ISOLATED, NOT ALLOWED TO GO HOME, LIKE BRAINWASHING INTENT IS TO INDUCE DEEP ACTING­­NOT TO MAKE FAs PUT ON A SMILE BUT TO WANT TO SMILE TAUGHT THAT THE PASSENGER IS ALWAYS RIGHT PRE­1980s FLIGHT ATTENDANTS PRE...
View Full Document

  • Fall '07
  • Robinson
  • flight attendants, emotion management, Arlie Hochschild, Southwest Airlines Commercial, PRE­1980s FLIGHT ATTENDANTS

{[ snackBarMessage ]}