Delving beneath the surface

Some companies have begun to explicitly include emotions in their management principles. But to get a comprehensive read on an organization’s emotional culture and then deliberately manage it, you have to make sure that what is codified in mission statements is also enacted in daily organizational life. It's about small gestures rather than bold declarations of feeling.

Facial expressions and body language are equally powerful. If a manager consistently comes to work looking angry (whether he means to or not), he may cultivate a culture of anger.