2022_직무영어

48 Lesson 2 The Pan Am Smile and the Duchenne Smile A man was checking into a hotel while on vacation. Walking towards the receptionist, he said “Hello” with a beautiful smile on his face. The woman smiled back, but there was bitterness behind the smile. Nevertheless, she was able to sustain the smile while she was talking to the man. While checking him in, she needed to make a phone call to confirm his reservation. As she turned away to make the call, the man could see her facial expression change from a smile into a combination of anger and disgust. When she was finished with the call, she turned back to him, and he saw the artificial smile on her face. This type of smile is called the Pan Am smile. Pan Am flight attendants were required to always smile, no matter what a customer did. This pressure to put on a smile often resulted in a “fake smile.” The Pan Am smile engages only the muscles around the mouth. However, a genuine smile, also called the Duchenne smile, engages both the muscles around the mouth and those around the eyes. Pan American World Airways is long dead and gone, but the Pan Am smile lives on! If you work in customer service and want to convince your customers you’re happy to see them, use your eyes! What is the difference between the Pan Am smile and the Duchenne smile? Q u e s t i o n sustain 유지하다  genuine 진짜인, 진실된