Index

Abstract, 60–61

Academic writing, 31

Amygdala, 16–17, 122, 123

Analysis, 58–59

Anecdotal information, 55

Arnheim, R., 62

Audit schedule, 54

Blunt message, 31, 32

Business writing, 3–4

Change communication

analysis, 105–106

case study, 106–108

delivery, 104

desired action, 102

fears, 103–104

framing change, 101

message, 104–105

mirroring, 103

organizational hierarchy, 101

rewards, 102–103

situation, 101–102

Claim message

acknowledgement, 80

analysis, 71

business card, 82

claim letter requesting action, example, 75–78

company’s values and philosophy, 79

credit rating, 80–81

delivery, 81–82

desired action/response, 72–73

details of message, 70

dissatisfied customer seeks adjustment, 83–90

e-mail, 70, 82

envelope, 70–71

fears, 74

“good feeling” message, 79

Hamm’s five messages, 69

letterhead, 70

mirroring, 73–74

mode of delivery, 74–75

narrative, 79

negative experiences, 80

result, 82–83

rewards, 73

situation, 72

suggestions, 70

tact and diplomacy, 70

Cognitive neuroscience, 3

managerial and leadership communication, 9–10

multisensory process, 8

scholarship, 8

Colavita visual dominance effect, 13

Communication, 2

Conciseness, 135

academic writing, 31

blunt statement, 31–33

case study, 33–35

concise, 32, 33

economic terms, 30–31

tact, 32

wordy statement, 31–33

Concise phrasing, 23

Conclusions, 60

Corporate culture, 4

Correspondence

audience consideration questionnaire, 47–48

claim message (see Claim message)

declining requests, 45, 47

denying of customer service, 44–45

letters, 40–43

memo, 37–40

negative language, 44

neutral language, 44

positive language, 44

welcome message (see Welcome message)

Cost-benefit analysis, 59

Denning, S., 58

Dismissal message, 137–138

Drucker, P., 3

Economic analysis, 59

E-mail, 123

claim message, 70

letter, 43

Executive summary, 60–61

Experiential learning, 110–111

Eye candy, 62

Face-to-face communication, 123

Fear

change communication, 103–104

claim message, 74

good and bad use, 133

instructional manuals, 116–117

welcome message, 94

Feasibility analysis, 59

Financial plan, 54

Formal reports and proposals

analysis, 58–59

business plans, 54

conclusions, 60

executive summary, 60–61

graphics and neuroscience, 61–62

recommendations, 60

sections for, 53

Gee, J.P., 111

Graphics

acknowledgment, 64

balance, 64

case study, 65–66

cognition and visual representation, 62

conciseness, 61

eye candy, 62

integration in report, 63–64

kinds of, 63

labeling, 64

and neuroscience formula, 66–67

placement, 64

referral, 63

sizing, 64

synergy, 61

word and image relationship, 62

Harvard Business Review, 3

Hicks, W., 62

Hippocampus, 16, 122, 123

Hutchins, E., 8

Instructional manuals

development, 111

experiential learning, 110–111

fears, 116–117

good instructions, 112

graphics, 115–116

mirroring, 116

mode of delivery, 117

regression analysis, 113–115

rewards, 116

task management, 117–118

training manuals, 112

trouble shooting, 115

Kalyuga, S., 111

Layoff message, 137–138

Leadership, 3

Leader–team communication. See Change communication

Letter

e-mail, 43

formal elements, 43

format, 41

information included in, 42

Management, 3

Managerial communication, 5

amygdala, 16–17

conciseness and clarity, 30–35

concise phrasing, 23

emotional response, 25–26

graphic representation, 62–66

hippocampus, 16

mirror neurons, 15

multimodality of neurons, 12–13

negative language, 26–29

neural plasticity, 15–16

neuroscience, 6–8

positive language, 26–29

prefrontal cortex, 17

professional interaction, 35–36

proficiency, 29–30

reader perspective, 24–25

reward neurons, 14–15

visual-dominance effect, 13–14

writer perspective, 24–25

Marketing plan, 54

Mayer, R.E., 12, 62, 110, 111

Memo

case study, 38–39

internal message, 37

neuroscience application, 39–40

office politics, 37

Mirror neurons, 15

change communication, 105

memo, 40

upper-management’s involvement, 134

Mitchell, W.J.T., 62

Moreno, R., 12, 110

Multimodal neurons, 12

Narrative, 58

Narratives, 135–136

Negative language, 26–29

Neural plasticity, 15–16

claim message, 79

letter format, 43

Neurons

mirror, 15

multimodal, 12–13

reward, 14–15

unimodal, 12

visual-dominance effect, 13–14

Neuroscience. See also Cognitive neuroscience

effective message development, 17–19

managerial communication, 6–8

Neuroscience-related dynamics, 8

Neuroscientific approach, 4

Office politics, 134

Olbrechts-Tyteca, L., 10

Operating plan, 54

Oral presentations

audial and visual channels, 127

dress, 120–123

graphics, 125, 127

physical proximity’s effect, 123–125

PowerPoint, 125–126

slide design, 127

social presence, 119–120

verbal and nonverbal attributes, 128–129

Organizational hierarchy, 4

Organization, slide show, 126

Perelman, C., 10

Persuasion, 10–11

Pillay, S.S., 10, 132

Pinker, S., 8, 111

Planning proposal

examples, 50

persuasive approach, 50–52

problem identification, 49–50

reader perspective, 50

Political advertisers, 120

Positive language, 26–29

PowerPoint

animation, 126

business settings, 125

simplicity, 126

Walbert’s guidelines, 126

Prefrontal cortex (PFC), 17

Proficient writing, 29–30

Proposals

planning, 49–51

purpose of, 48

sales, 49

Recommendations, 60

Regression analysis

ANOVA principles, 113

data analysis, 114

output, 113

quantitative relationships, 113

sample table, 113–114

statistical operation, 113

Reward neurons, 14–15

change communication, 105

claim message, 80, 81

upper-management’s involvement, 135

Sense of humor, 97–98

Smell & Taste Research Foundation, 124

Social presence theory, 119–120

Strengths, Weaknesses, Opportunities, and Threats (SWOT) analysis, 59

Tact, 32

The Neuroscience of Multimodal Persuasive Messages, 71, 120

The Neuroscience of Persuasive Messages, 124

Time management, 4

Tufte, E., 126

Unimodal neurons, 12

Value of failure stories, 136–137

Verbal and nonverbal attributes, 128–129

Video conferencing, 123

Visual-dominance effect, 13–14

Walbert, D., 126

Web-based students, 120

Welcome message

case study, 99–100

content and approach, 95

desired action/response, 93

fears, 94

humor and sarcasm, 97–98

mirroring, 93–94

mode of delivery, 94–95

rewards, 93

situation, 92–93

Williams, J., 29

Wordy message, 31

Writing proficiency, 29–30