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Being late may seem small, but it often triggers an emotional reaction. Logic fades. Their primitive brain whispers, “You don’t value me.” Their amygdala takes over. And when it happens often, it doesn’t just annoy them, it quietly pushes people away and lowers your standing in their eyes.

If someone looks like they just got off an emotional rollercoaster with no seatbelt, I do not push. I do not want to make anyone feel like they are failing the Smile Olympics. Instead, I go softer. I ask, “Do you like my smile?” That usually cracks the surface. One silly question. One tiny spark. And the walls come down.

A Japanese proverb says, “One kind word can warm three winter months.” That night, those few words of encouragement lit something inside Cesar that had been buried under silence and self-doubt.

During the global financial crisis of 2008-2009, DHL faced significant turbulence. The US business was bleeding. The competition was fierce. Tough choices were made. Billions in assets were parted with. Most would have curled into a corporate fatal position and stayed there.

Kindness does not mean avoiding uncomfortable conversations. It means delivering authentic feedback with honesty and care, helping people grow rather than merely critiquing them. Andrew views this as an essential leadership skill that strengthens teams.