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Imperial Library
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Index
Cover
Title Page
Copyright
Dedication
Contents
Foreword
Six Reasons I’m Telling My Friends About Dynamic Communication
Preface
Introduction: Why “Good Communication Skills” Aren’t Enough
Dynamic Communication—What You Really Need
Communicating to One Audience Isn’t Enough
Three Simultaneous Dynamics, One Giant System
Rinse and Repeat
Stuff to Read So You Sound Smart: The (Simplified) History of Organizational Communication
Part I: The Bare Basics: Things You Need to Understand About Communication
Chapter 1: What You Don’t Know Can Hurt You Perceptions and Reality
The Knowledge Gap
Communication History
Chapter 2: Don’t Make Things Awkward: Reduce Uncertainty and Proactively Communicate
Reducing Uncertainty
Ambiguous Messages
Customer Uncertainty
Chapter 3: Shut Up and Listen!: Skills for Listening to Others
Hearing vs. Listening
What You Need to Know About Active Listening
Mirroring Is Not Active Listening
Strategies for Being a Better Listener
Part II: Sales Machine/Ninja/Badass: Providing Service and Growing Sales
Chapter 4: The Listening Matrix: Sell More by Knowing How Others Listen to You
The Listening Matrix
Chapter 5: Death by Sales Script: Using Outlines to Create Sales Conversations
A Universal Script for Human Interaction Doesn’t Exist
The Sales Call Outline
The Sales Demonstration
Chapter 6: Be Open 24/7: Panopticon-Style Service
WTF Does This Have to Do with Customer Service?
Part III: Marketing That Educates: Creating Value-Filled, Magnetic Marketing
Chapter 7: Video Marketing: Making Kick-Ass Videos That Educate and Attract
Video Domination
Creating Video Campaigns That Educate and Empower
Strategies for Video Campaigns
Chapter 8: Winning Webinars: Content That Sells, Converts, Educates, and Supports
Engage Your Employees
Serve Your Customers
Lead-Generation and Sales Webinars
The One-Off For-Profit Webinar
The Webinar Series
Communication Strategies for Webinar Management
Chapter 9: Go Live!: Livestreaming Strategies and On-Camera Skills
Planning: Before the Stream
Executing: During the Stream
Repurposing: After the Stream
Part IV: Oh, the Humanity!: Public Communication Strategies That Help You Connect
Chapter 10: Words That Bond: Common Communication Denominators
Shared Experiences
Use Synonyms to Make Messages Understandable
Jargon and Acronym Suicide
Colloquialisms and Conversational Language
Chapter 11: Surround Yourself with the Right People: Networking and Your Pitch
Questions to Get a Conversation Started
Bridging the Friend Gap
The (Dreaded) Networking or Elevator Pitch
The Pitch That Gets Remembered
Chapter 12: Hot Off the Presses: Media, Stories, and Spreading the Word
Interview Etiquette
On the Record
No Man Is an Island
Chapter 13: When the Sh*t Hits the Fan: Communicating During a Crisis
Sh*t Just Got Real
Response Strategy
Ongoing Situation Maintenance
Part V: Speak Out, Speak Up: Giving Presentations That Inspire Action
Chapter 14: How to Not Suck on Stage: Delivery Skills for Public Speaking
Stop Boxing Yourself In
Eye Contact
Enunciation and Pronunciation
Paralanguage
Nonverbal Barriers
Gestures and Movement
Quick Practice Tips
Chapter 15: Structure Is Sexy: Organizing Presentation Materials and Speeches
Introductions
Conclusions
Main Content Organizational Patterns
Chapter 16: Get People to Act: Persuasion and Hugging with Words
Ethos, Pathos, Logos
Time to TEMPTaction
Chapter 17: The Organized Mind Buys: Sequencing Content for Persuasive Impact
Step One: Attention
Step Two: Establish the Need
Step Three: Satisfying the Need
Step Four: Visualization
Step Five: Call to Action
Part VI: Inner Workings: How to Manage Teams and Meetings and Get Buy-In
Chapter 18: Handle Q&A Like a Boss: Skills for Handling Tough Questions
Repeating the Question
Tie Your Original Material into Responses
Managing the Time Suckers
Chapter 19: All Hands on Deck!: Effective and Efficient Meetings
Dual-Purpose Meetings
Know the Rules of Engagement
Agendas
Short- and Long-Term Parking
The Proverbial Elephant
Chapter 20: Cyber Isn’t a Dirty Word: Managing Virtual Teams
Goals vs. Objectives
Avoid Information Hoarding
Managing Team Conflict
Let’s Get Virtual
Virtual Kickoffs
Chapter 21: Get People on Your Side: Communicating for Buy-In
The Magic of Collaboration
Creating Unnecessary Distance
Inclusive and Exclusive Talk
Confirming and Disconfirming Messages
Part VII: Like a Boss: Leading and Managing So People Want to Work For and With You
Chapter 22: Fairness Equals Profit: Tenets of Workplace Equity
Tenet One: People Exchange Work for Rewards
Tenet Two: People Actively Search for Empowering Environments
Tenet Three: People Feel Stressed When They’re Treated Unfairly
Tenet Four: People Who Feel Like They’re Treated Unfairly Will Seek to Balance the Scales
Chapter 23: Feed Me, Seymour!: Delivering Powerful Feedback That Gets Results
Own Your Message
Stop Apologizing and Generalizing
Be Specific and Behavior-Focused
Facilitate the Desired Outcome with Verbal and Nonverbal Harmony
Simple Examples of Great Feedback
After the Feedback: Mutual Understanding
Chapter 24: Message GPS: Your Communication Has a Direction, and It Matters
Upward Communication
Downward Communication
Lateral Communication
Chapter 25: Don’t Be a Whiner: Be a Solution Provider
Step One: State the Relevant Facts
Step Two: Present the Situation or Problem
Step Three: Ask for Help or Offer a Solution
Reasonable vs. Incessant Complaints
Part VIII: Retain, Innovate, or Die: Strategies for Employee Retention and Development
Chapter 26: You Better Recognize!: Retaining Talent and Highlighting Employees
Tips to Create a Culture of Innovation
Avoid These Phrases
Recognizing and Highlighting Awesomeness
Free or Low-Cost Recognition Ideas
Chapter 27: Six Steps for Innovation: Cultivating Intrapreneurship
Step One: Identify—Know Your Audience
Step Two: Match—Is This the Right Fit/Place/Time?
Step Three: Evaluate—Ideas, Ideas, and More Ideas
Step Four: Gather—Get Buy-In and Support
Step Five: Analyze—Know Your Position, Situation, and Attributes
Step Six: Craft and Deliver—Message, Channel, Pitch
Conclusion: Slapping a Bandage on It Doesn’t Work
The Law of Diminishing Marginal Motivation
Write It. Do It. Celebrate It
Index
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