"the power of small gestures"

“In an era of cutthroat competition, deep-seated cynicism, and the digital disruption of everything, who wants to make big bets on the power of small gestures? Not very many organizations, it seems,
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Work increasingly isn’t, or isn’t only, a matter of producing things, but of supplying your energies, physical and emotional, in the service of others. It isn’t what you make, but how your display of feelings makes others feel.
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I’m convinced that “emotional labor” will become a more important job of companies that win big in the future, and that’s a phenomenon that makes me smile.
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Will you follow dogma, or will you be original?”; “Will you wilt under criticism, or will you follow your convictions?”; “Will you play it safe, or will you be a little bit swashbuckling?
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Will you be clever at the expense of others, or will you be kind?”

Trechos retirados de “Simply Brilliant: How Great Organizations Do Ordinary Things in Extraordinary Ways” de  William C. Taylor.