Index

Accounts, 35

Ambiguity, of misinterpreted gesture, 37

Apology, 34

Area graphs, 22

Argument, in crises, 89–92

Assertive strategies, for impression management, 29–32

Audit. See Communication audit

Bar chart, 21

Barrett’s three-phased change communication model, 67–68

Blended approach, for communication audit, 110

Blockbuster, 73

Netflix destroyed, change makes demands, 74–75

Borders Books, 73

Bush, George W., 95

Career coaching, 37

Change communication

aspects of, 66–67

channel choice for, 80–83

defined, 66

demands, 73–76

dislodging ingrained practices, 72–73

expectation, 78–79

perception, 76–77

receptivity to change, 68–72

strategy, 67–68

Channel choice, in change communication process, 80–83

Charisma, 81–83

President Reagan changed America by, 82

Charts, 20–25

Coaching, 60. See also Career coaching

Cognitive underpinnings, for communication strategies, 72

Collegial style, 81

Commitment, in change process, 80

Communication

change. See Change communication

crisis. See Crisis

employment. See Employment communication

Communication audit

approaches, 108–110

defined, 105–106

essential elements in, 111

goals and information gathering activities, 108

instruments, 110–112

method selection, 106–108

optimizing, 113–114

pitfalls of, 118

reliable measure, 107–108

report writing, 115

strategic implications, 115–118

valid measure, 107–108

Communication Satisfaction Questionnaire (CSQ), 110–111

versus International Communication Association, 112

Concession. See Apology

Constructs, 107

Content analysis, for communication audit, 110

Corporate social responsibility (CSR), 100

Crisis

communication mistakes

failing to identify public’s sentiment, 94–96

failing to unify empathy, 96–102

off-the-cuff speaking, 92–93

defined, 85–86

lessons for managing, 88

management plan, 86–89

types of, 88

use of argument in, 89–92

CSQ. See Communication Satisfaction Questionnaire

CSR. See Corporate social responsibility

Daly’s seven tests of communication skills, 113–114

Dean, Paula, and discriminatory language, 34

Deductive syllogism, 89–90

Defensive strategies, for impression management, 32–35

Demands, change communication, 73–76

Direct observation, for communication audit, 109

Disney’s grand illusion, 30

Duration, in change process, 80

EEOC. See Equal Employment Opportunity Commission

Effort, in change process, 80

Elevator presentation, 8

Emotional intelligence, 14–15

Empathy, 96–102

Employment communication

equity theory, 54

expectancy theory, 54–55

firings, 61–62

formal reprimand, 55–59

hiring right people

conducting legal interview, 49–51

correspondence with candidates, 52–53

equal employment opportunity laws, 44–47

impression management, 52

job qualifications, 48–49

offer letter, 52

rejection letter, 53

human capital, 43–44

layoffs, 58–61

piecework incentive system, 42–43

Entertainment presentations, 3–4

Enthymeme, 90

Equal Employment Opportunity Commission (EEOC), 44, 46

Equal employment opportunity laws, 44–46

Equity theory, 54

Excuses, 33

Exemplification, 31

Expectancy theory, 54–55

Expectation, change communication, 78–79

Extemporaneous method, for presentation, 7–8

Eye contact, and presentation, 11

Fallout of change, 116

Federal Emergency Management Agency (FEMA), 95

FedEx, garnering trust at, 79

Feed-forward, 67

Feedback, 67

FEMA. See Federal Emergency Management Agency

Figures of speech, 15–19

Filled pauses (FP), 13–14

Firings, 61–62

Focus groups, for communication audit, 109

Formalistic style, 81

FP. See Filled pauses

General Patton’s 1944 Normandy Invasion speech, 9–10

Goals, defined, 68

Google Alerts, 87

Graphs, 20–25

Group discussions, 115

Hayward, Tony, damaging comments to media, 93

Henry, Patrick, Liberty or Death presentation, 15–16

Hierarchy of goals, 80

Hootsuite, 87

Human capital, 43–44

motivation theories, 54–59

Hurricane Katrina disaster, 95, 100, 103

ICA. See International Communication Association

Image, 15, 29, 31–33, 39, 46, 86, 89, 102

Impression management

assertive strategies, 29–32

by celebrities, 27–28

Dean, Paula, and discriminatory language, 34

defensive strategies, 32–35

Disney’s grand illusion, 30

by dress and behaviors, 37–38

during interviews, 52

by managers, 28–29

nonverbal, 36–37

in office environment, 38–39

with others, 39–40

Starbuck’s grand disillusion, 30

Weiner, Anthony, and liar’s paradox, 35

Impromptu method, for presentation, 7

Inductive syllogism, 90

Information openness, 117

Informative presentations, 3–4

Ingrained practices, dislodging, 72–73

Ingratiation, 30

Innocence, 33

Integrity, in change process, 80

Interaction supportiveness, 117–118

International Communication Association (ICA), 106, 110

versus Communication Satisfaction Questionnaire, 112

Interview, 49–51

for communication audit, 109

impression management, 52

Intimidation, 32

Job qualifications, 48–49

Justifications, 33

Layoffs, 58–61

Leader, 1, 39, 116, 118

charisma for, 81–83

Leadership, 28, 39, 61, 80–82, 86, 114

Lincoln, Abraham, Gettysburg Address in Pennsylvania, 101–102

Line graphs, 21–22

Logs, for communication audit, 109

Management orientation, 115–116

Managerial interaction skills, 118

Managerial reprimand model, 55–58

example for, 59

Managers, in crisis response, 89

Manuscript method, for presentation, 7

Memory method, for presentation, 7

Montgomery Ward, 73–74

Netflix destroyed Blockbuster, change makes demands, 74–75

Nonverbal impression management, 36–37

Off-the-cuff speaking, 92–93

Offer letter, for candidate, 52

Office environment, impression management in, 38–39

Organizational change, 67

Passion, underestimating, 94

Perception, change communication, 76–77

Personalistic style, 81

Persuasion, 89

Persuasive presentations, 2–4

Pictograms, 23

Pie chart, 20–21

“Pigs in a Blanket—Fry Like Bacon,” 18–19

Plans, defined, 68

Presentation

charts, graphs, and tables, 20–25

delivery, 8–11

with emotions, 14–15

figures of speech, 15–19

filled pauses, 11–14

General Patton’s 1944 Normandy Invasion speech, 9–10

objectives, 3

occasions, 3

preparation, 4–8

purpose, 2–4

speech dangers, 11–14

tips, 12

President Reagan Changed America by being charismatic, 82

Receptivity to change, 68–72

Rejection letter, for applicants, 53

Reliable measure, 108

Report writing, communication audit, 115

Reprimand, 55–58

Risk communication, 99–100

Robertson’s managerial communication climate model, 117

Roosevelt, Franklin D., war presentation, 16–18

Self-promotion, 31

Sincerity, 14

Skill testing, for communication audit, 110

Social media, 87

Social Mention, 87

Stakeholders, 86

Starbuck’s grand disillusion, 30

Strategic planning, 68

Supplication, 31–32

Surveys, for communication audit, 110

Tables, 23–24

Taylor, Frederick W., piecework incentive system, 42–43

Team, for crisis management, 86

Three-quarter high, rule-of-thumb, 25

Toulmin’s model, 91

Training programs, 76, 82, 116

Trust, 28, 36, 60, 79, 81, 87, 117

Tweet Deck, 87

TweetBeep, 87

Twitter Search, 87

United States Department of Agriculture (USDA), 96

USDA. See United States Department of Agriculture

Valid measure, 108

Venting, 71

Vick, Michael, interview with

media, 94

Walmart, 46–47

Weiner, Anthony, and liar’s paradox, 35

Wells Fargo, Stumpf’s resignation from, 97–98

Wiggin’s change curve communication quadrants, 70–71

Workplace behaviors, 55