Index

A

• Active voice
• Actors: the “absent,” placing after the verb, placing before the verb
• Adjectives
• Adolescents: asking them open-ended questions, body language of
• American Express
• Analogies
• And/or construction
• Answers: to attack questions, four-step process to providing, reaffirm your main point with your, responding to emotional questions, responding when you don't know the, thinking time techniques to come up with. See also Questions
• “Arc of Silence”: delivering from notes and maintaining, delivering from visuals and maintaining
• Attack questions
• Audience: “Arc of Silence” maintained with your, body language for minimizing misperception of you by, building rapport with the, challenge of writing emails to an international, clear messages by focusing on the, considering the perspective of the, creating reader-friendly documents for, giving toasts in front of an, handling introductions to the, identifying the key take-away for your, learning to keep their attention, making recommendations to your, structuring your information to the needs of the. See also Public speaking
• Audience-centered language: keep your sentences short, leader-centered vs., use clear language as part of, use the word “you” often, use upbeat, simple, and direct, verb phrasing to use with
• Audience questions: attack questions, avoid responding to “buzzword” in, four-step process to providing answers to, handling emotional, reaffirm your main point with your answers to, responding when you don't know the answer, thinking time techniques when answering
• Authenticity: barriers to showing vulnerability and, showing vulnerability as expression of, story on Lucy's and vulnerability and, when giving toasts
• Authenticity barriers: fear of being exposed, fear of being hurt, fear of being rejected

B

• Being positive
• Benefits: persuasive format and presentation of, presenting information on how it impacts them, proving to your audience the
• Bennis, Lisa
• Body language: cues specific to listening, hand gestures to use when delivering your notes, hands as part of your, how your face conveys, minimizing audience's misperception of you with, negativity of closed, Project X scenarios and impact on, of teenagers, your seated posture as, your stance as. See also Eye contact; Oral communication skills; Presentations
• Brainstorming ideas: step 1: assign a scribe, step 2: state the problem clearly, step 3: number the ideas, step 4: prohibit criticism, step 5: use wall space, step 6: limit the session to one hour, step 7: transcribe ideas and distribute quickly,
• Brainstorming meetings: assess viability of the idea items, overview of leading effective, steps for generating ideas
• Brown, Dan
• Building rapport. See Rapport

C

• Charts and graphs
• Clear message strategies: consider the audience's perspective, focus on the audience, identifying the key take-away for audience, keep it short, use simple language
• Clear messages: example of failure to convey a, strategies for conveying a. See also Confirming and clarifying
• Client meeting actions: step 1: set the tone, step 2: confirm the purpose of the meeting, step 3: gather current information, step 4: discuss your information, step 5: discuss the benefits to your client, step 6: establish action steps
• Client meeting preparation: adopt the right frame of mind, understand your communication style
• Client meetings: fleshing out your post-meeting notes importance of conducting effective, pre-meeting preparation for, strategies for during the
• Closed body language
• Closed-ended questions: description of, examples of, when to use and when not to use
• Coaching. See Exec|Comm coaching examples
• Code of the Village of Pleasantville, New York
• Communication: email, feedback, giving toasts, handling introductions, oral, spectrum of effectiveness, two goals of professional, written. See also Language; Messages; Personal Communication Style
• Confirming and clarifying: exercise on open-ended questions and, three components to a “you statement,” “you statements”. See also Clear messages; Editing
• Confusing sentence constructions: and/or, confusing “i.e” and “e.g.,” connecting works using “/,” former and later, the mid-sentence parenthetical
• Connections: eye contact used to establish a, responding to emotional question by making a. See also Rapport
• Content: analyst-focused version of the, an audience-focused version of the, Project X scenario as example of presenting, purpose of the, small group vs. larger group presentation of your, three aspects to structuring your
• Context: informative roadmap, persuasive format
• Cultural differences: as email communication challenge, etiquette related to

D

• The Da Vinci Code (Brown)
• Delegating assignment approach: step 1: state the big picture, step 2: identify the specific assignment and determine expectations, step 3: explain the roles of others, step 4: explain your selection reasons and benefits to him/her, step 5: explain the next steps, step 6: summarize what you want the person to do
• Delegating assignments: as function of managing others, how communication style reflected in approach to, the “who” and the “how” of
• Delivering from notes: “anchor word” phrases on notes for, hand gestures to use when, learning how to effectively, maintaining the “Arc of Silence” when, “See it. Save it. Say it.” method for, “Spot Word” outline on notes for
• Delivering from visuals: “Arc of Silence” when, get started with, have your material open to the first slide, overview of effective, “See it. Save it. Say it.” method for, share the content with your audience, slides
• Disraeli, Benjamin
• Document structure: informative format for, issues to consider for, persuasive format for. See also Persuasive format
• Documents: creating reader-friendly, editing for clarity, grammar component of, seven stages of reading, structuring. See also Emails

E

• Editing: “absent actor” in an sentence, cut wordy expressions, eliminate “zero” words, get rid of the clutter, persuasive format, put the actor's location relative to the verb, three activities to focus on when, use the best possible words. See also Confirming and clarifying
• E.g. (“for example”)
• Emails: the body of your text in, cultural differences as challenge to effective, double-checking recipients, effective subject lines for, manage expectations regarding responses to, setting the right tone to your, when they are not the best way to communicate, writing hellos and goodbyes in. See also Documents
• Emotional questions: acknowledge the emotion, ask permission to answer the, avoid “but” and “however” when responding to, provide explanation and offer choices as response to, relate to the emotion
• Exec|Comm: helping to create messages that resonate, one–on–one coaching approach used at, teaching skills more than content approach at, warning about “up speak” inflection at
• Exec|Comm coaching examples: on authenticity of Lucy vs. adults, on authenticity of showing vulnerability, on creating connection through eye contact, on editing a document using persuasive format, on helping Megan to find her voice, on helping people learn how to introduce themselves, on improving management style, on listening skills and executive presence, on the power of focus, on presenters' comfort while answering questions, on receiving feedback, on sharing meaningful feedback, on “small listen” to make small talk easy, on when to use analogies instead of stories, on writing effective emails to international audience
• Executive presence
• Eye contact: building rapport through, curing a shutter with focus and, establishing a connection through, how hand gestures are improved by, maintain with one person for a complete sentence, nuances of, “See it. Save it. Say it” method used with, show your listening through, the story on infant daughter's. See also Body language

F

• Facial expression: as powerful communication tool, smiling
• Failure fears: of being exposed, of being hurt, of being rejected
• Fallon, Jimmy
• Feedback: coaching someone on value of receiving, meaningful, professional development through, receiving, steps for giving helpful
• Feedback delivery: step 1: raise a specific issue, step 2: ask permission before you explain, step 3: give the big picture, step 4: identify successes and challenges, step 5: solve the problem collaboratively, step 6: establish clear next steps
• Fight or flight
• Focus: overcoming a stutter with eye contact and, the power of
• Former and later construction
• Funny stories

G

• Giving toasts: avoid sarcasm when, be authentic when, don't go negative when, keep it short, share stories when, unique nature and setting of
• Grammar: following the rules of, learn not to correct others' poor
• Graphs and charts

H

• Hand gestures: avoid fidgeting, how eye contact can improve, tips on effective
• Hanks, Tom
• Healey de Casanova, Christine
• Hooks: informative roadmap, persuasive format
• How to Lose Friends and Alienate Everyone You Meet (Sullivan)
• Humor: don't use negative, hot to use effectively in a story

I

• Ideas. See Brainstorming ideas
• I.e. (“that is”)
• Inflection: impact of using variety of, “up speak,” “valley girl” speak and
• Information: Project X scenario as example of presenting, purpose of the, three aspects to structuring your. See also Messages
• Informative format: context or hook of the, description and purpose of the, example of document structure using the, roadmap of the
• Interactions. See Personal interactions
• Introduction strategies: based on our titles and roles, identifying an enticing first line to use, tips on planning your, using the perspective of how your contribute, when introducing someone, when moderating a panel discussion, when you are being introduced

J

• Jargon: eliminating the use of, learning to recognize

K

• Keeping it short: conveying a clear message by, example of conveying the key message by
• Kennedy, John
• Key messages: organizing your content around the, of Project X scenarios. See also Messages
• King, Martin Luther, Jr.

L

• Lamb, Rachel
• Language: jargon, leader-centered vs. audience-centered, leading with audience-centered, using simple. See also Communication; Sentences; Words
• Later and former construction
• “Lead-in” phrases: suggestions for effective use of, when to use and examples of
• Leadership: brainstorming meetings, effective client meeting, “lower-case” or leadership in the moment, Personal Communication Style as part of your, sharing meaningful feedback, what determines skills and ability for. See also Management
• Leadership actions: forceful message of your, story on powerful message of Smith Barney
• Leadership factors: your actions, your plan, your values, your vision
• Leadership planning: issues to consider for your, structuring your message to inspire
• Leadership values: adopting the audience-centered language to express, importance of your, leader-centered vs. audience-centered language on
• Leadership vision: importance and example of, SMART criteria of
• Leave-behind document
• Listeners: change the norm to become a good, note taking by, structuring the key message to your
• Listening: body language cues specific to, maintain eye contact and posture while, take notes while, understanding that it is hard work
• Listening skills: asking probing questions, building the right reputation with, confirming and clarifying, executive presence through excellent

M

• MacKay, Doug
• Management: delegating assignments, as element of your personal message to the world, of others, of ourselves, sharing meaningful feedback. See also Leadership
• Management style: as element of your personal message to the world, Exec|Comm coaching to improve, shut-up-and-row
• Medalla, Jim
• Meetings: effective client, facilitating brainstorming, story on Smith Barney leader's action during
• Messages: about yourself, analogies used to send your, an analyst-focused version, an audience-focused version, conveying a clear, creating those that resonate, persuasive format for, Project X scenarios on presenting, purpose of, Smith Barney leader's action sending powerful, structuring your leadership plan message to inspire, telling stories to convey your, think of slides as a “delivery tool” for your, when giving toasts. See also Communication; Information; Key messages
• Mid-sentence parenthetical
• Murphy, Charlie

N

• Negativity: avoiding giving toasts using, avoiding negative humor, of closed body language, prohibit brainstorming criticism and
• Nersesian-McGuire, Dianne
• New York State Election Law Section
• Next steps: example of the, persuading by telling the
• Notes: “anchor word” phrases on, fleshing out your post-meeting, hand gestures when delivering from, learning how to effectively deliver from, maintaining the “Arc of Silence” when using, “See it. Save it. Say it.” method for using, “Spot Word” outline on your
• Nouns
• Nuances of eye contact

O

• Open-ended questions: description of, examples of, when to use and when not to use
• Oral communication skills: developing presence, embracing the silence as a, eye contact as, listening, responding to audience questions, spectrum of effectiveness in, using notes and visuals, the voice as one of the. See also Body language
• Or/and construction

P

• Panel speakers' introductions
• Parallel construction of bullet points
• Passive voice
• Peace Corps
• Personal Communication Style: description of your, how you delegate assignments as reflection of, understand and work to improve your, your management and leadership as part of your. See also Communication
• Personal interactions: delegating, effective client meetings, Personal Communication Style impact on
• Personal pronouns
• Persuasive format: the benefits, crafting the content of, description and purpose of the, example of document with effective, the hook, how to write an effective document, the recommendation, roadmap of the, stay professional when using the, summarize, tell the next steps, WIIFM (What's in it for me?) focus of
• Persuasive hooks: ask rhetorical questions step, persuasive format use of, state a problem step, use statistics step
• Plans. See Leadership planning
• Posture: seated, show you are listening by your, your stance
• The Preamble (U.S. Constitution): active and passive voices used in the, personal pronouns used in the
• Presence: coaching David to improve, how the stance projects, listening skills linked to executive
• Presentations: “Arc of Silence” during, embrace the silence when beginning your, familiarize yourself with equipment and room, have your material open to the first slide, remain face forward during your, use a remote “clicker” only when necessary, using notes during, using visuals during, webinars. See also Body language
• Problems: feedback to collaboratively solve the, persuasive format step of stating the
• Professional development: delegating assignments as part of, feedback role in, of Personal Communication Style
• Project X scenarios: bad news message context of, good message context of, mixed message context of, small groups vs. larger groups
• Public speaking: body language, developing presence, eye contact, fight or flight reaction to, giving introduction, giving toasts, the power of focus to improve, presentation skills coaching to improve, understanding that we all engage in, your voice and. See also Audience
• Purpose: informative format for knowledge-transfer, persuasive format for convincing, the recommendation, structuring content according to your

Q

• Questions: asking for the next, attack, avoid responding to “buzzword” in, closed- or open-ended, as component of a “you statement,” listening through probing, responding to emotional, rhetorical. See also Answers

R

• Rapport: building audience, cultural etiquette consideration for building, eye contact used to build, responding to emotional questions by building, staying positive when building, using small talk to build. See also Connections
• Reader-friendly documents: keep both sentences and paragraphs short, parallel construction of bullet point sentences, seven stages of reading a, using personal pronouns, vary the length of sentences
• Recommendations: example of an overarching, persuasive format and making, providing the benefits of your, summarizing your, telling the next steps after your
• Repeating/rephrasing questions
• Reputation building
• Respect building
• Responding to questions: attack questions, four-step process to, handling emotional question, when you don't know the answer
• Responding to questions process: step 1: listen to the entire question, step 2: gain time to think, step 3: answer and reaffirm your main point, step 4: ask for the next question
• Rhetorical questions
• Rigney, Joe
• Romanoff, Sean
• Roosevelt, Teddy

S

• Sarbanes Oxley Act
• Saving Private Ryan (film)
• Seated posture
• “See it. Save it. Say it.” method: delivering from notes using the, delivering from visuals using the
• Segal, Heather
• Sentences: active and passive voices in a, the actor is absent from the, audience-centered language use of short, caution against starting with This or These, confusing constructions to avoid, cut out wordy expressions, eliminate “zero” words from, get rid of the clutter in your, the mid-sentence parenthetical, parallel construction used in bullet point, practice writing short, putting the actor in the right place in the, vary the length of your, “you statements”. See also Language; Words
• Seven stages of document reading
• Shuttering
• Silence: “Arc of Silence,” common concerns about, learning to embrace the
• Simple language: avoid jargon and use, conveying a clear message with
• Slides: avoid using a remote “clicker” to change your, containing bullet points and visual information, as “delivery tool” vs. “leave-behind,” graphs and charts, have your material open to the first, webinars and presenting, with words
• Small talk: common struggles with making, think “small listen” to make
• SMART goals
• Smiling
• Smith Barney leadership
• Social interactions. See Personal interactions
• Socratic Method
• Spectrum of effectiveness: oral communication, written communication
• Stance: message communicated through your, recording and debriefing to improve, rules for projecting a confident
• Statistics
• Sterling, Jim
• Stories: on the authenticity of Lucy, don't be an Uncle Henry when telling, giving a toast and share a few, how to use humor effectively, remembering teaching point because of the, telling analogies instead of, tips on the process of telling good
• Summarizing: example of an effective, your recommendation

T

• Taking notes
• Teenages: asking them open-ended questions, body language of
• These sentences
• Thinking time techniques: know when to skip the, repeat or rephrase the question, use a “lead-in,”
• This sentences
• “To be” verbs
• Toasts. See Giving toasts
• Tone (vocal)
• Truman, harry
• Trust building

U

• Uncle Henry
• “Up speak,”
• U.S. Constitution: active and passive voices used in the, personal pronouns used in the

V

• “Valley girl” speak
• Values. See Leadership values
• Verbs: deciding the true action you want to convey with, placing the actor after the, placing the actor before the, -tion, -ment, -ance, -ing endings to change, “to be” verbs and other weak, verb phrasing to use for audience-centered language. See also Words
• Vicente, Dan
• Vision. See Leadership vision
• Visuals: “Arc of Silence” used when delivering from, get started with your, have your material open to the first slide, learning how to effectively deliver from, “See it. Save it. Say it.” method for, share the content with your audience, slides
• Vocal tone
• Voice: active and passive, helping Megan to find her, inflection and the, monitoring the speed of your, as powerful delivery tool, volume and, your tone and
• Volume of voice
• Vulnerability: authenticity of showing, barriers to authenticity and showing, Exec|Comm coaching story on authenticity of showing, multi-level impact of showing, story on Lucy's authenticity and
• Vulnerability barriers: fear of being exposed, fear of being hurt, fear of being rejected

W

• Webinar presentations
• WIIFM (What's in it for me?)
• Words: audience-centered language use of “you,” connecting them using “/,” personal pronouns, -tion, -ment, -ance, -ing endings in, use the best possible, “zero”. See also Language; Sentences; Verbs
• Wordy expressions: avoid confusing constructions, description and examples of
• Written communication skills: creating reader-friendly documents, editing for clarity, focusing on the other person, grammar component of, improving your spectrum of effectiveness, structuring documents, writing emails that resonate

Y

• “You statements”: confirming and clarifying your, exercise on open-ended questions and, three components to an effective

Z

• “Zero” words