Please note that index links point to page beginnings from the print edition. Locations are approximate in e-readers, and you may need to page down one or more times after clicking a link to get to the indexed material.
Explanatory note: Page number with f indicates figure.
ABC, 141–142
ABC’s This Week with George, 37, 156
ABC’s World News, 160
Acceptance of risk (See Risk acceptance)
Affordable Care Act, 37–38
Alford, Mimi, xvii
Always “on,” media interview preparation, 159–160
Analytics, overcoming gender bias, 133–134
Anger, facial expression to avoid, 108f
Answer (A), CAN Response, 187–190
message, 187–189
repeat message, 190
supporting facts, 189–190
Anticipate easy questions, media interview preparation, 157–158
Arms, crossed, 105–106
Arrival as nonverbal message, 99, 118–119
Assessment of risk (See Risk assessment)
Audience, media interview preparation, 150–151
Axelrod, David, 36–38, 40–42, 154
Back, hands clasped behind, 106
Barrier removal as nonverbal message, 99, 119–121
Barry, Marion, 159–160
Beltline, hands held below, 105–106
Benefits of risk acceptance, 59–60
Blinking as nonverbal communication, 110–111
Brevity in storytelling, 41
Bridges in media interview preparation, 153–157
British Petroleum, xxii, 40–41
Bush, George H. W., 19, 87–88, 141
Bush, George W., 155–156
Business communication (See Communication in tough situations)
Business gaze triangle, 101
CAN Response, 183–199
answer (A), 187–190
caring (C), 185–186
CODE score, 184
mastering, 197–199
next steps (N), 190–197
Capital Cities Communications, 141
Caring and empathy (C), CODE
gender bias in credibility, 128–125
Caring (C), in CAN Response, 185–186
Caring message in answer (A), CAN Response, 188–189
Catastrophic potential, risk acceptance, 68
Catecholamines, 109–110
Center for Risk Communication, 77, 84f
Centre of Risk for Health Care Research and Practice, 50–51
Change
defending a change scenario, CAN Response, 195–197
gender bias in credibility, 129–130
media, changing minds with, 147–161
resistance to, 11–13
storytelling, changing minds with, 36–38
Children, risk acceptance, 67–68
Choice vs. force, risk acceptance, 60–62
Churchill, Winston, 78f
Citations and credibility, 26–27
Clinton, Bill, xviii, xxv, xix, 33–34f, 44, 111f, 172
Clinton, Hillary, 156–157
Clothing choices (See Dress for success)
CODE for trust and credibility, 73–93
caring and empathy (C), 77, 81–86
CODE score, 84
dedication and commitment (D), 77, 84, 88–91
emotion and sweat, 77–81
expertise and competence (E), 77, 84, 91–93
gender bias, 124–129
hazardous waste spill, 73–77
nonverbal messages, impact on, 95–121
openness and honesty (O), 77, 84, 86–88
perception and judgment criteria, 77–93
CODE score
CAN Response, 184
described, 84
gender bias in credibility, 126–128, 131
traps, avoiding and escaping, 163
Commitment
dedication and (D), CODE, 77, 84, 88–91, 126–128
gender bias in credibility, 126–128
Communication in tough situations
CAN Response, 183–199
CODE for trust and credibility, 73–93
continued training and learning, 208–209
credibility gender gap, 123–136
foundations, 11–32
media, 137–161
nonverbal messaging impact on CODE, 95–121
as performance, 209–210
recommended reading, 211–2121
risk assessment, 49–71
science behind art, 1–10
storytelling, 33–47
traps, 163–181
Company name change, 11–13, 201–202
Comparison of risk, risk assessment, 70–71
Competence
expertise and (E), CODE, 77, 84, 91–93, 127–128
gender bias in credibility, 127–128
Concise answers in media interview preparation, 151–152
Congressional testimony scenario, CAN Response, 191–193
Control in risk acceptance, 58–59
Corporate media ownership, 141–142
Covello, Vincent, 6–9, 77, 84f, 199
Credibility
citations, 26–27
CODE for, 73–93
crucial importance of, xxv–xxix
erosion of, xxiii–xxv, xxviii, 2–3
eye contact, 99–102
gender gap, 123–136
generally, 206–207
importance of, 204–207
maintaining, xxvii–xxviii
recommendations, word-of-mouth, 29–30
relative, as changeable, 27–29
third parties translate into higher credibility (3P = HC), 24–30
(See also Trust)
Crisis communication, xx–xxi
Crossed arms, 105–106
Cues, nonverbal, 98–121
Deception/dishonesty trap, 171–173
Dedication and commitment (D), CODE
gender bias in credibility, 126–128
Defending a change scenario, CAN Response, 195–197
Defensiveness vs. positive attitude, 21–24
Departure as nonverbal message, 99, 118–119
Difficult Conversations: How to Discuss What Matters Most (Stone, Patton and Heen), 81
Disgust, facial expression to avoid, 108f
Dishonesty (See Lies and dishonesty)
Divorce, breaking news to kids, 202–204
Dread and risk acceptance, 66–67
Dress for success
as nonverbal message, 99, 116–118
overcoming gender bias, 132
Drudge Report (web site), 143
Dukakis, Michael, 19–20
Easy questions, media interview preparation, 157–158
Emotion in the Human Face (Ekman), 108
Emotions
as context in risk communications, 5–6
facts do not equal emotion (E > F), 17–21
in the human face, 108f
speak with, to overcome gender bias, 135
vs. thinking, 19–21
tough situations, xx, xxii–xxiii, xxviii
trust and credibility, 77–81
Empathy
answer (A), CAN Response, 188–189
caring and (C), CODE, 77, 81–86, 128–125
facts do not equal emotion (E > F), 20–21
gender bias in credibility, 128–125
Engagement in risk communications, 78–9
Environmental Protection Agency (EPA), 8–9
EPA (U.S. Environmental Protection Agency), 8–9
Equations, 13–30
facts do not equal emotion (E > F), 17–21
perception equals reality (P = R), 14–17
risk = hazard + outrage, 54–55
success comes from being positive (S = B+), 21–24, 167
third parties translate into higher credibility (3P = HC), 24–30
Equity and risk acceptance, 62–63
Expert preparation for media interview, 148–149
Expertise and competence (E), CODE
gender bias in credibility, 127–128
Explanation in risk communications, 7–8
Eye contact
business gaze triangle, 101
media interview preparation, 152
nonverbal messages, 99–102
Facial expressions, nonverbal messages, 97, 99, 107–113
Facing your audience as nonverbal communication, 114
Facts
do not equal emotion (E > F), 17–21
to support an answer (A), CAN Response, 189–190
Fairness and risk acceptance, 62–63
False-premise trap, 179–181
Familiarity in risk acceptance, 63–64
Fear
facial expression to avoid, 108f
vs. threat, risk assessment, 52–56
Feeling, speak with, to overcome gender bias, 135
Feelings. See Emotions Feet as nonverbal communication, 113
Firing an employee scenario, 14–17, 193–195
Force vs. choice, risk acceptance, 60–62
Foundations, 11–32
equations, 13–30
3P = HC, 24–30
E > F, 17–21
list, 14
P = R, 14–17
jargon removal, 30–32
resistance to change, 11–13
Fox, 142
Future generations, risk acceptance, 67–68
Gallup, 28–29
Gannett, 140
Gender bias in credibility, 123–136
caring and empathy (C), 128–125
changes in gender bias, 129–130
dedication and commitment (D), 126–128
expertise and competence (E), 127–128
media interviews, 135–136
openness and honesty (O), 125–126, 128
tips for women, 131–135
Gender Games: Doing Business with the Opposite Sex (Tymson), 134
General Electric, 141
Global immediacy of media, 142–143
Goals in media interview preparation, 149–150
Goman, Carol Kinsey, 101
Gore, Al, 89–90f
Guarantee trap, 169–170
Hands
clasping or wringing, 105, 107
hiding, 105–107
nonverbal messages, 99, 102–107
open palms, 103–104
Harry, Prince of England, 146
Hayward, Tony, xxii, 40–41, 44
Hazardous waste spill, 73–77
Head
hands clasped behind, 105–107
posture, as nonverbal communication, 115
Heart, touching, 104
Hedges trap, 167–168
Heen, Sheila, 81
History Channel, 145
Honesty
gender bias in credibility, 125–126, 128
openness and (O), CODE, 77, 84, 86–88, 125–126, 128
storytelling, 42–44
Humor trap, 166–6–6–167
Hurricane Isaac, 138–139
Hurricane Katrina, 80f
Hypothetical trap, 170–171
Ignore in risk communications, 6–7
Interview preparation, media, 148–161
always stay “on,” 159–160
anticipate easy questions, 157–158
audience considerations, 150–151
be concise and repetitive, 151–152
compelling stories, 38–47, 152–153
eye contact with reporters, 152
know your rights and goals, 149–150
mistake correction, 159
nonverbal message polishing, 158
positive attitude, 160–161
practice makes perfect, 161
prepare with an expert, 148–149
questions for reporters/producers, 149–150
use bridges, 153–157
visuals, 160
Interview preparation for media, 148–161
Introductions to overcome gender bias, 131–132
Isikoff, Michael, xxv
Itching as indicator of dishonesty, 109–110
Jargon removal, 30–32
Jargon trap, 173
Jaws (film), 64–65
Jesus, 103
Johnson, Lyndon, xxiv
Joy as facial expression to avoid, 108f
Judgment criteria, CODE, 77–93
Kagan, Elena, 130
Kennedy, John F., xvii, xviii, xix, xxiv, 138
Kennedy, Ted, 157–158, 164–165
Kerry, John, 155–157
King, Martin Luther Jr., 38, 208
Koerth-Baker, Maggie, 36
Lancet, 65–66
Lectern removal, as nonverbal message, 99, 119–121
Lewinsky, Monica, xviii, xxv, 44, 111f, 138, 143, 172
Lies and dishonesty
eye contact, 100
hiding, 105–107
sweat, 77–81
touching as nonverbal communication, 109–110
Liking a person, nonverbal messages, 97
Lip licking, as nonverbal communication, 112
Listening head posture, as nonverbal communication, 115
Lombardi, Vince, 210
Longsworth, Barbara, 84f
Lott, Trent, 143–144
M*A*S*H (TV program), 152–153
Media, 137–161
24-hour news cycle, 139–140
corporate media ownership, 141–142
gender bias in credibility, 135–136
global immediacy, 142–143
implications for changing minds, 147–161
interview preparation, 148–161
online news coverage, 143–147
revolution in, 138–147
shorter, simpler stories, 140–141
Mehrabian, Albert, 97
Messaging
answer (A), CAN Response, 187–189
nonverbal, 95–121
sound bites, 35
staying on message, 35–36
Miranda, Christina, xxiii
Mistake correction, media interview preparation, 159
Money trap, 173–175
Name change for company, 11–13, 201–202
National Highway Traffic Safety Administration, 57
National Public Radio (NPR), 135–136
NBC, 141–142
NBC News, xxii
NBCUniversal, 142
Negative words, removing, 22–24
Negatives trap, 167
New York Times, 31
New York Times Magazine, 36
New Yorker, xxiv
News
24-hour news cycle, 139–140
online coverage, 143–147
News Corporation, 142
Newsource, 142
Newsweek, xxv
Next steps (N), CAN Response, 190–197
Congressional testimony scenario, 191–193
defending a change scenario, 195–197
terminating an employee scenario, 193–195
Nielson Company, 29
NIMBYism, 3–4
Nixon, Richard, 23, 27, 141, 172
The Nonverbal Advantage (Goman), 101
Nonverbal messages, 95–121
arrival and departure, 99, 118–119
cues, 98–121
dress for success, 99, 116–118, 132
eye contact, 99–102
facial expressions, 97, 99, 107–113
generally, 206–207
liking a person, 97
polishing, media interview preparation, 158
posture and stance, 99, 113–116
practicing in front of mirror, 115–117
research, 96–98
risk assessment, 98
tone of voice, 97
words, 97
NPR, 135–136
Numbers, overcoming gender bias, 133–134
Numbers trap, 175–176
Obama, Barack, 34, 36, 38, 157, 184
O’Keefe, Ed, 144
“On,” media interview preparation, 159–160
Online news coverage, 143–147
Open palms, as nonverbal message, 103–104
Open posture, as nonverbal message, 114
Openness and honesty (O), CODE
gender bias in credibility, 125–126, 128
Origin, risk acceptance, 65–66
Palin, Sarah, xxii
Palms of hands, showing, 103–104
Patton, Bruce, 81
Perception
credibility gender gap, 123–136
and judgment criteria, CODE, 77–93
perception equals reality (P = R), 14–17
Pettinelli, Mark, 18–19
Pew Research Center’s Project for Excellence in Journalism, 143, 146
Pockets, hands in, 105–106
Podium, removal, as nonverbal message, 99, 119–121
Politics
erosion of trust and credibility, xxiii–xxv
importance of trust and credibility, xxv–xxix
message triangle, 33–34
negative words, 22–23
Positive attitude and message
answer (A), CAN Response, 188
media interview preparation, 160–161
success comes from being positive (S = B+), 21–24, 167
Posture as nonverbal message, 99, 113–116
Potential of catastrophe, risk acceptance, 68
Power of a story, 36–38
Practice
media interview preparation, 161
nonverbal communication, 115–117
Preparation trap, 164–166
Prepare with an expert for media interview, 148–149
Presentation software (PowerPoint), 45–47, 166, 201–202, 206
Producers (See Media)
The Psychology of Emotions, Feelings and Thoughts (Pettinelli), 18–19
Public policy communications, 9–10
Publicity, risk acceptance, 64–65
Questions
media interview preparation, 149–150, 157–158
for reporters/producers, 149–150
Readiness and storytelling, 40
Reagan, Ronald, 38, 39f, 40, 208
Reality, perception equals (P = R), 14–17
Recommended reading, 211–2121
Rehearsal (See Practice)
Relevance in storytelling, 40–41
Repeat message in answer (A), CAN Response, 190
Repetitive answers, media interview preparation, 151–152
Reporters (See Media)
Research
erosion of trust and credibility in the 1960s, 2–3
facial expressions, 97, 99, 107–113
gender gap in credibility, 123–124, 133–135
for media interviews, 150
message triangle, 34
NIMBYism, 3–4
nonverbal communication, 96–98, 100
public policy communications, 9–10
real vs. perceived risk, 50–51, 57, 59, 62, 65–66
risk communication, 4–9
thinking vs. feeling, 19
trust and credibility, 77, 81, 83
(See also specific topics)
Resistance to change, 11–13
Reversal of risks, risk assessment, 68–70
Revolution in media, 138–147
Rights, media interview preparation, 149–150
Risk acceptance, 56–68
benefits, 59–60
catastrophic potential, 68
children and future generations, 67–68
choice vs. force, 60–62
control and understanding, 58–59
dread, 66–67
fairness and equity, 62–63
familiarity, 63–64
generally, 51
origin, 65–66
publicity, 64–65
trust, 57
Risk assessment, 49–71
comparison of risk, 70–71
fear vs. threat, 52–56
nonverbal messages, 98
real vs. perceived, Washington shooter example, 49–51
reversal of risks, 68–70
risk basics, 51–52
risk = hazard + outrage, 54–55
Risk communications, 4–9
defined, 4–5
emotional context, 5–6
engage, 78–9
explain, 7–8
generally, xxi
ignore, 6–7
origins of, 5
principles of, 6–9
public policy, 9–10
Risk comparison trap, 177–179
Romney, Mitt, 172
Roosevelt, Franklin, 38, 78f, 208
Ropeik, David, 56
Sadness as facial expression to avoid, 108f
Sandman, Peter, 6–9, 53–54, 56, 82
Scandals, political, 22–23
Schneier, Bruce, 54
Schwarzkopf, Norman, 120f
Seated posture as nonverbal communication, 114
Sedacca, Rosalind, 134
Seinfeld, Jerry, 79
Shaw, Bernard, 19
Sheehan, Michael, 33
Shorter, simpler stories for media, 140–141
Silent Messages (Mehrabian), 97
Simplicity in storytelling, 42
60 Minutes (TV program), 147, 198f
Smiling
as nonverbal communication, 112–113
overcoming gender bias, 134–135
Social Security Administration (SSA), 112–113
Solutions to an Environment in Peril (Woldbarst, ed.), 6
Sound bites, 35
Speak with authority, overcoming gender bias, 134
Speak with feeling, overcoming gender bias, 135
Stahl, Lesley, 144–145
Staying on message, 35–36
Stephanopoulos, George, 156
Stewart, Martha, xx
Stone, Douglas, 81
Storytelling, 33–47
brevity, 41
changing minds, 36–38
honesty, 42–44
media interview preparation, 140–141, 152–153
messaging, 33–36
power of a story, 36–38
presentation software, 45–47
readiness, 40
relevance, 40–41
short and simple, 140–141
simplicity, 42
Success
from being positive (S = B+), 21–24, 167
Supporting facts in answer (A), CAN Response, 189–190
Surprise as facial expression to avoid, 108f
Sweat and credibility, 77–81
Tecce, Joseph, 110
Telling compelling stories, 38–47, 152–153
Terminating an employee scenario, 14–17, 193–195
Thinking
vs. emotion, 19–21
facts do not equal emotion (E > F), 17–21
Third parties for higher credibility (3P = HC), 24–30
Thurmond, Strom, 144
Time, 142
Today show (TV program), 154, 155f
Tone of voice as nonverbal message, 97
Touch as nonverbal communication, 109–110
Touching your heart as nonverbal message, 104
Traps, avoiding and escaping, 163–181
CODE score, 163
deception/dishonesty trap, 171–173
false-premise trap, 179–181
guarantee trap, 169–170
hedges trap, 167–168
humor trap, 166–167
hypothetical trap, 170–171
jargon trap, 173
money trap, 173–175
negatives trap, 167
numbers trap, 175–176
preparation trap, 164–166
risk comparison trap, 177–179
worst-case scenario trap, 170–171
Trust
CODE for, 73–93
crucial importance of, xxv–xxix
erosion of, xxiii–xxv, xxviii, 2–3
generally, 206–207
importance of, 204–207
maintaining, xxvii–xxviii
risk acceptance, 57
Tufte, Edward, 47
24-hour news cycle, 139–140
Tymson, Candy, 134
Understanding and risk acceptance, 58–59
Union Carbide, 7
United Nations Food and Agriculture Organization, 4
U.S. Supreme Court, 130
Use bridges, media interview preparation, 153–157
Visuals
media interview preparation, 160
presentation software (PowerPoint), 45–47, 166, 201–202, 206
The Voice of Reason in Marketing blog, xxiii
Walt Disney Company, 141–142
Washington, D.C. shooter, risk assessment, 49–51
Westinghouse, 142
Wingo, Hal C., xxiv
Witt, Paul L., 79
Wolbarst, Anthony, 6
Words
jargon, removal, 30–32
negative words, removing, 22–24
nonverbal messages, 97
World Health Organization (WHO), 4
Worst-case scenario trap, 170–171
Zakaria, Fareed, 142