I liked the following quote from a weekend interview with a longtime Southwest Airlines fight attendant:
The flight attendants that sit up front — there’s two of them — one’s on the
aisle, so she’s always in view of everybody. And when I fly on the inside, where
they can’t see me, I always tell her, “Keep a nice, straight face, honey.”
Naturally, if the plane drops, it’s like you’re on a roller coaster, but people
look to you for guidance. They say: “My God, we dropped — Oh, she’s okay. The
stewardess is still laughing and smiling, so everything’s good.”
While she is talking about airlines, the example is very portable: a lot of CEOs would do well to remember.