Jiana is a flight attendant for a large airline. she exclusively works a long flight from japan to new york and is expected to constantly maintain a positive attitude no matter what situation arises. over the years, jiana has noticed that when dealing with americans, emotions tend to run higher, and she often feels frustrated, as opposed to japanese flyers who tend to be more reserved in stressful or unhappy situations. jiana has spoken with her supervisor about the stress caused when working with the american emotionality and hopes some suggestions for resolution will be made. the difference jiana experiences between her american clients and her japanese clients is mainly due to