Page 224 - The Voice of Authority

Ranaweera, Manoj, 141 Template responses, 8, 62–66
Rattner, Justin, 141 Terrorism, 137–138
Reactions, anticipation of, 156 The Tipping Point (Gladwell),
Reasons and facts, 148–149 146–147, 154
Recommendations vs. reporting, Tree swing experience, 63
162–163 Truth-telling, 24–27
Reder, Stephen, 161 (See also Correctness and truth)
Relevancy and timely communica- Twain, Mark, 149
tion, 139–140 Tyco International, 20
Repackaging, 6
Repetition and clarity, 75–76 U3, 141
Reporting vs. recommendations, Unexpected responses, 49
162–163 University of Michigan Health Sys-
Resistance and rejection, 12–14 tem, 129, 131
Responses, unexpected, 49 U.S. Consumer and Governmental
Rewards for desirable behavior, Affairs Bureau, 135
97–98 U.S. Department of Education, 161
Rework, 49 U.S. Department of Energy, 181
Risk-averse culture, 7 U.S. Federal Aviation Administra-
Rule enforcement, 96–97 tion (FAA), 180–181
USA Today, 141
Salary, in e-mails, 165
Scams, 19–21 Verification of facts, 68–69
Schrempp, Jurgen, 77 Vulnerability, 111
Scoble, Robert, 141, 180
Securities and Exchange Commis- Walters, Barbara, 47
sion (SEC), 20 Watson, Don, 133
Self-deprecating humor, 113 Watson, Tom, 151
Sensitive news phrasing, 123– Watson Wyatt Communication ROI
124 Study, 10
Sinister spin, 18–19 “Who else needs to know?,” 179
Sirota Survey Intelligence, 175 Whole Foods Market, 140
Six communication styles, 78–80 Williams, Tennessee, 124
Social occasions, work-related, Work-related social occasions,
100–101 100–101
Specific-subject ignorance, 54–55 Work session leadership, 185–186
Specifics vs. semantics, 60–63 Working with Emotional Intelligence
Spin, 6–7, 16–19, 178 (Goleman), 182
“Spray and pray” mentality, 5–6 Wrench, Nigel, 69
Start with punch line, 58–60 Writing:
Sticky messages, 146–147 as communication method
Stories, 149–152 choice, 188, 189
Style adaptation, 70–71 need to write well, 159–161
Substantive and timely communica- punctuation and grammar,
tion, 138–139 165–167
Sun Microsystems, 140 (See also E-mail; Clarity; specific
Swartz, Jonathan, 140 topics)

212 Index