Page 222 - The Voice of Authority

Customer relationship management Feedback, 80–84, 142, 181–184
(CRM) software, 8, 107 FEMA (Federal Emergency Manage-
Customer service and satisfaction, ment Agency), 66–67, 115–116
85–86, 126–128 Foley, Mark, 66
Follow-through, 95–96
Dallas Mavericks, 141 Formality and clarity, 52
Death Sentences (Watson), 133 Fortune, 11, 103
Detail, attention to, 93–95 Freedman, David, 180–181
Disraeli, Benjamin, 86, 177 Frigyes, Karinthy, 32
Dragoon, John, 141 Frontline leadership, 177, 178
Dress, 105–107
Drucker, Peter, 10 General Motors, 141
Dublin Opinion, 115 Gill, Katrina, 136
Duck, Jeanie Daniel, 29 Gladwell, Malcolm, 146–147, 154
Duffy, Mike, 58–60 Goleman, Daniel, 182
Dysfunctional communication (See Good-enough information, 139
Communication concerns) Good spin, 18
Gore, Al, 166
ebdex Ltd., 141 Gossip, in e-mail, 165
Echo Research, 136 Grammar in e-mails, 165–167
E-mail: Grit (magazine), 82
bottom line as opening line,
157–158 Hall, Edward, 73–71
closing conversation, 163–164 Hammer, Armand, 59
as communication method Hard-sell avoidance, 109
choice, 188, 189 Harris, Sydney, 101, 183
credibility, 104 Harvard Business Review, 10
need to write well, 159–161 Herd mentality, 10
punctuation and grammar, Hershkowitz-Coore, Sue, 126
165–167 High Point University, 98–100,
things to avoid in, 164–165 118–119
Emotions, 80–82, 152–154 Hitler, Adolf, 175–176
Engagement, power of, 120–123 Holland, Robert, 136
English vs. buzzwords, 55–58 Hornstein Associates, 135
Euphemisms, 87–88 Houston Chronicle, 170–173
Everyday operations, timely com- “How to Apologize” curriculum,
munication, 135 129–130
Execution (Bossidy and Charan), 11 Hudson, 37
Eyes, physical presence, 106 Humility, 113–114
Humor, 112–113, 156, 165
FAA (U.S. Federal Aviation Admin- Hurricane Katrina, 115–116,
istration), 180–181 136–137
Face-saving, 80–86, 89 Hurricane Rita, 136–137
Facts, 148–150 Hussein, Saddam, 31, 34
Fear of giving bad news, 34–35
Federal Emergency Management IABC (International Association of
Agency (FEMA), 66–67, Business Communicators),
115–116 19–20, 35

210 Index