Page 221 - The Voice of Authority

Completeness (cont.): Cornford, Francis M., 15
details and bad news, 43–44 Correctness and truth, 15–28
e-mail vs. phone/in-person, 40 accountability, 24–25
explain reasoning, 37–38 cartoon query, 25
fallibility, 45–46 insincerity, 21–22
framing negative news, 42–43 management clichés, 22–23
go-to person designation, 39–40 off-stage lies, 23–24
good news, 36 perceptions, 25–26
habit of communication, 44–45 scams, 19–21
“I hear you” syndrome, 36–37 spin and bias, 16–19
leave-the-thinking-to-us mental- truth-telling, 24–27
ity, 30–31 Cosby, Bill, 54
negative reactions, 34–35 Courtesy, 112
power of exclusive knowledge, Credibility, 103–114
31–32 accountability, 111
relevance vs. resentment, 38–39 appearance and physical pres-
sharing measurements, 39 ence, 103, 104–106
stating how, 38 authenticity, 109–110
tell all you know, 37–46 character, 103
too busy to communicate, 33–34 competence, 103
withholding details, 30–37 confidentiality, 110
Concept definitions and details, 148 courtesy, 112
Confidentiality, 110 electronic communication com-
Connectedness, 115–132 plication, 104
acknowledgment, 124–125 elements of, 103–104
caring about people, 117–118 hard-sell avoidance, 109
context and interpretation, 126 humility, 113–114
engagement, 120–123 humor, 112–113
FEMA example, 115–117 language, 103, 106–110
genuine apologies, 128–131 likeability, 103, 110–114
listening, 124–127 vulnerability, 111
sensitive news phrasing, 123–124 Crisis communication, 136–138
taking action, 126–128 CRM (customer relationship man-
Consistency, 91–101 agement) software, 8, 107
attention to detail, 93–95 Crossland, Ron, 150
enforcement of rules, 96–97 Cuban, Mark, 141
follow-through, 95–96 Cultural considerations, 72–75, 148
leadership challenges, 92–93 Current and timely communication,
live your values, 98–99 133–144
rewards for desirable behavior, blogs, 140–143
97–98 in crisis, 136–138
work-related social times, everyday operations, 135
100–101 good-enough information, 139
Context for clarity, 66–67, 126 immediacy, 133–135
Convolution vs. clarity, 50–51 relevancy, 139–140
Conway, Will, 145 substantive communication,
Cook, Robert A., 178 138–139
Coordination, 49, 170–173 terrorism, 137–138

Index 209