Ravi Rao defines “emotional business” and why the analytical, numbers-based approach to running an enterprise just isn’t enough. In this episode, he specifically addresses nonverbal communication. “As we roll out operational improvement programs in a lot of organizations, people are paying attention to what's being written in the email. People are paying attention to what's happening on a stage coming from the manager or executive. But the things that most executives and managers and program managers fail to think about is even their body language is sending messages.” Ravi wraps up with some advice from the trenches.