Index
A
Abdullah (King of Jordan), 93
Abu Ghraib prison, response of U.S. government to detainee abuse at, 84-95
adapting to change, 22
Alhurra, 91
alignment of communication and business goals, 145-146
Allen, Thad, 69
Allred, Gloria, 133
American Massage & Therapy Association, 202
and audience engagement, 219-222
strategies for adapting to, 222-224
appealing to identity, 212-214
Apple
firing of Steve Jobs, 126
iPhone launch, 213
launch of Macbook Air, 227-228
“1,000 songs in your pocket” slogan, 1
The Art of Framing: Managing the Language of Leadership (Fairhurst and Sarr), 203
asking strategic questions, 3-4
appealing to identity, 212-214
Aristotle’s philosophy of, 27
attention and retention, 220-222, 247-249
DECWorld’s “Evening with Bill Gates,” 23-28
Facebook Beacon controvery, 15-16
framing. See framing
Home Depot’s dismissal of Robert Nardelli, 41-53
independent nature of audiences, 14-15
Myth of Objectivism, 210
Netflix communication missteps
cost of, 41
Jessie Becker’s announcement of rate/plan changes, 28-33
Reed Hastings’s announcement of company reversal of course, 39-41
Reed Hastings’s announcement of Netflix/Qwikster split, 34-39
connecting at distance, 165-167
dynamic range of voice, 174-175
public leadership attributes, 167-168
Wharton Communication Program, 159-162
retention, 222
strategies for adapting to amygdala, 222-224
understanding audience’s point of view, 203-204
U.S. rhetoric toward Muslim communities
review by Admiral Michael G. Mullen, 19-21
Shared Values Initiative, failure of, 16-18
Autonomy, 141
Avery, Aimée Reinhart, 31
B
bad news, communicating, 128, 155, 241
Bank of America, 10
Barshefsky, Charlene, 168
Beacon controversy (Facebook), 15-16
Becker Capital Management Inc., 141
Becker, Pat Jr., 141
Bell, Charlie, 76
Blake, Frank, 48
public leadership attributes, 167-168
Boeing, Inc., 42
Booz Allen Hamilton, 48
Boroditsky, Lera, 199
brain structure
and audience engagement, 219-222
strategies for adapting to, 222-224
limbic brain, 215
mirror neurons, 207-208, 247-248
primitive brain, 215
Burelle, Lori, 40
Bush, Barbara, 67
Bush, George H. W., 66
Bush, George W., 10, 18, 192-195
response to abuse at Abu Ghraib prison, 84-95
response to Hurricane Katrina, 55-70
business goals, alignment with communication goals, 145-146
Business Insider, 139
C
Case, Chris, 126
change, adapting to, 22
Change.org, 118
Chertoff, Michael, 62-63, 66, 69
Cicero, 250
Citibank, 198
Citicorp, 198
Clausewitz on Strategy: Inspiration and Insight from a Master Strategist, xxxii
Coast Guard, response to Hurricane Katrina, 60
cognitive tunneling, 220-222, 248
commitment to self-development, 245-246
communication, definition of, xxvii-xxviii
communication agenda, controlling, 240-241. See also first mover advantage
controlling communication agenda, 240-241. See also first mover advantage
Couric, Katie, 13
D
The Daily Show, 68
DECWorld’s “Evening with Bill Gates,” 23-28
definition of communication, xxvii-xxviii
Descartes, René, 210
disproportionality, principle of, 242-243
Barack Obama’s comments on Henry Louis Gates, Jr.’s arrest, 105-109
Barack Obama’s loss of initiative on healthcare reform, 110-115
Golden Hour of Crisis Response, 115-119
J. C. Penney’s response to “Too Pretty” t-shirt controversy, 118
McDonald’s response to death of CEO, 117-118
distance, connecting at, 165-167
Don’t Think of an Elephant! Know Your Values and Frame the Debate (Lakoff), 193-194, 212
Duck Soup, 227
Dunn, Patricia, 131
dynamic range of voice, 174-175
E
eBay, 140
EDS (Electronic Data Systems Corp.), 138
effective communication, nature of, 4-9
Eisenhower, Dwight D., xv
Electronic Data Systems Corp. (EDS), 138
Ellison, Larry, 126, 129, 134-135
Elson, Charles, 45
Emotional Intelligence (Goleman), 217, 220
emotions, 248
emotional meanings of words, 185-187
role in audience engagement, 209-212
The Empathic Civilization (Rifkin), 209, 212
empathy
Myth of Objectivism, 210
Ethics Resource Center, 72
executives, restraining: Bob Nardelli’s dismissal from Home Depot, 41-49
expectations, fulfilling, 239-240
Principle of the Objective, 56-58
U.S. government failed response to Hurricane Katrina, 55-70
F
Facebook, Beacon controversy, 15-16
facts, role in communication, 196-201
Fairhurst, Gail T., 203
FEMA (Federal Emergency Management Agency)
response to Hurricane Katrina, 55-70
response to wildfires in California, 73
Fiorina, Carly, 131
first mover advantage, 240-241
David Letterman’s response to extortion scandal, 95-98
Golden Hour of Crisis Response, 83
McDonald’s response to death of James Cantalupo, 75-79
U.S. government response to abuse at Abu Ghraib prison, 84-95
U.S. Marines response to Second Battle of Fallujah shooting, 79-84
Fortune, 137
The Foundation for Economic Trends, 209
four-question test (first mover advantage), 99-101
Frank, Barney, 48
Frontline, 67
fulfilling expectations, 239-240
Principle of the Objective, 56-58
U.S. government failed response to Hurricane Katrina, 55-70
Future Tech Enterprises, 126
G
Gates, Bill Sr., 195
Gates, Henry Louis Jr., 106-109
GE (General Electric), 42, 224
George V, 162
Gettysburg Address, 224
goals
of communication, xxx
Golden Hour of Crisis Response, 83, 115-119
government. See U.S. government
Green, Alison, 40
Greenstein, Shane, 129
H
Halderman, Robert Joe, 98
Harvey-Jones, John, 127
Hastings, Reed
announcement of company reversal of course, 39-41
announcement of Netflix/ Qwikster split, 34-39
Hayward, Tony, xxv-xxvi, 79, 119, 187, 190
Heitzmann, Greg, 32
Henry V (Shakespeare), 213-214
Hewlett-Packard. See HP (Hewlett-Packard)
Hirsch, Seymour, 88
Hoff, Stephanie, 48
achievements of CEO Mark Hurd, 132
hiring of CEO Léo Apotheker, 136-143
hiring of CEO Meg Whitman, 142-143
lawsuit against Oracle, 134-136
missteps prior to arrival of Mark Hurd, 131-132
termination of CEO Mark Hurd
alleged disclosure of insider information, 138-140
alleged violations of code of conduct, 132-134
failure to anticipate stakeholder reaction, 127-131
failure to control communication agenda, 127-131
Hurd, Mark
achievements at HP (Hewlett-Packard), 131-132
termination by HP (Hewlett-Packard)
alleged disclosure of insider information, 138-140
alleged violations of code of conduct, 132-134
HP’s failure to anticipate stakeholder reaction, 127-131
HP’s failure to control communication agenda, 127-131
Hurricane Katrina, U.S. government response to
organizational objectives, 56-58
I
identity, importance of, 212-214
influencing audiences, 22, 237
appealing to identity, 212-214
Aristotle’s philosophy of, 27
attention and retention, 247-249
DECWorld’s “Evening with Bill Gates,” 23-28
Facebook Beacon controvery, 15-16
Home Depot’s dismissal of Robert Nardelli, 41-53
framing. See framing
Myth of Objectivism, 210
Netflix communication missteps
cost of, 41
Jessie Becker’s announcement of rate/plan changes, 28-33
Reed Hastings’s announcement of company reversal of course, 39-41
Reed Hastings’s announcement of Netflix/Qwikster split, 34-39
physicality of audience engagement, 245-246
connecting at distance, 165-167
dynamic range of voice, 174-175
public leadership attributes, 167-168
Wharton Communication Program, 159-162
retention, 222
strategies for adapting to amygdala, 222-224
understanding audience’s point of view, 203-204
U.S. rhetoric toward Muslim communities
review by Admiral Michael G. Mullen, 19-21
Shared Values Initiative, failure of, 16-18
Influencing Public Attitudes (Lukaszewski), 33
initiative and response, 110-115
The Invisible Gorilla: How Our Intuitions Deceive Us (Simons and Chabris), 221
iPhone launch, 213
iPod, “1,000 songs in your pocket” slogan, 1
Iraq Coalition Provisional Authority, 85
Iraq war
U.S. government response to abuse at Abu Ghraib prison, 84-95
U.S. Marines response to Second Battle of Fallujah shooting, 79-84
J
J. C. Penney, response to “Too Pretty” t-shirt controversy, 118
Jobs, Steve, 1, 2, 126, 188, 203, 227-228
Johnson, Harvey, 73
Johnson, M. Eric, 141
K
Kaufman, Andy, 170
Kimmitt, Mark, 87
The King’s Speech, 162
Koppel, Ted, 64
Krishnapuram, Balaji, 41
Krulak, C. C., 4
L
Lakoff, George, xxvi, 188-201, 210-212
Lane, Ray, 136
Langone, Ken, 42
Lashinsky, Adam, 137
The Late Show with David Letterman, 12-14, 95-98
leadership communication
adapting to change, 22
appealing to identity, 212-214
Aristotle’s philosophy of, 27
attention and retention, 220-222, 247-249
DECWorld’s “Evening with Bill Gates,” 23-28
Facebook Beacon controvery, 15-16
Home Depot’s dismissal of Robert Nardelli, 41-53
Myth of Objectivism, 210
Netflix communication missteps, 28-41
retention, 222
review of U.S. rhetoric toward Muslim communities, 19-21
Shared Values Initiative, failure of, 16-18
understanding audience’s point of view, 203-204
bad news, communicating, 241
commitment to self-development, 245-246
communication as leadership discipline, 233-235
first mover advantage, 240-241
David Letterman’s response to extortion scandal, 95-98
Golden Hour of Crisis Response, 83
McDonald’s response to death of James Cantalupo, 75-79
U.S. government response to abuse at Abu Ghraib prison, 84-95
U.S. Marines response to Second Battle of Fallujah shooting, 79-81
fulfilling expectations, 239-240
Principle of the Objective, 56-58
U.S. government missteps after Hurricane Katrina, 55-70
nature of effective communication, 4-9
physicality of audience engagement, 245-246
connecting at distance, 165-167
dynamic range of voice, 174-175
public leadership attributes, 167-168
Wharton Communication Program, 159-162
planning. See planning
principle of disproportionality, 242-243
Barack Obama’s comments on Henry Louis Gates, Jr.’s arrest, 105-106, 106-109
Barack Obama’s loss of initiative on healthcare reform, 110-115
Golden Hour of Crisis Response, 115-119
J. C. Penney’s response to “Too Pretty” t-shirt controversy, 118
McDonald’s response to death of CEO, 117-118
Principle of the Objective, 56-58
reaction, 237
speed of communication, 240-241
unity of action, 245
visual presentation
Steve Jobs’s launch of Macbook Air, 227-228
emotional meanings of words, 185-187
metaphor and management of meaning, 187-201
leadership discipline, communication as, xxix-xxx, 233-235
lecterns, 179
Ledoux, Joseph, 216
Lehman Brothers, 10
Lesjak, Cathie, 124
Letterman, David, 12-14, 95-98
limbic brain, 215
Lincoln, Abraham, 224
Lorsch, Jay, 78
Lott, Trent, 65
Lukaszewski, James E., xxxi, 33
M
Macbook Air, launch of, 227-228
MacDonald, John, 226
Margolis, Robert H., 222
Marine Corps communication policy, xxviii-xxix
Martin, Paul, 90
Marx, Chico, 227
Marx, Groucho, 227
massage therapy frame, 202
Matthews, Chris, 89
McDonald’s Corporation, 75-79, 117-118
McGurk Effect, 226
McGurk, Harry, 226
McGurn, Patrick, 47
McNerney, Jim, 42
Meet the Press, 67
Merrill Lynch, 10
metaphor
and management of meaning, 187-201
Metaphors We Live By (Lakoff and Johnson), 188-189
“Metaphors We Think With: The Role of Metaphor in Reasoning” (Thibodeau and Boroditsky), 199-200
Meyers, Richard, 66
Miers, Harriet, 70
mirror neurons, 207-209, 247-248
multimodal perception, 226
multitasking, 221
Murphy, Kevin, 125
Muslim communities, U.S. rhetoric toward
review by Admiral Michael G. Mullen, 19-21
Shared Values Initiative, 16-18
Myers, Richard, 88
Myth of Objectivism, 189-190, 210, 246-247
N
National Guard, response to Hurricane Katrina, 61
nature of effective communication, 4-9
Naval Criminal Investigative Service (NCIS), 82
Navran, Frank, 72
NCIS (Naval Criminal Investigative Service), 82
Netflix communication missteps
cost of, 41
Jessie Becker’s announcement of rate/plan changes, 28-33
Reed Hastings’s announcement of company reversal of course, 39-41
Reed Hastings’s announcement of Netflix/Qwikster split, 34-39
New York Times, 136
The New Yorker, 88
“The Next Starbucks? How Massage Went from the Strip Club to the Strip Mall” (Postrel), 201-202
Nocera, Joe, 47
NWN, 126
O
Obama, Barack, 11
comments on Henry Louis Gates, Jr.’s arrest, 105-109
loss of initiative on healthcare reform, 110-115
objectivism, myth of, 189-190, 210
O’Brien, Soledad, 64
O’Connor, Sandra Day, 70
O’Gara, Maureen, 140
Olbermann, Keith, 12
Omnicom Group, 160
On Christian Teaching (Augustine), 249-250
On War (von Clausewitz), xxx
“1,000 songs in your pocket” slogan (Apple), 1
operationalizing first mover advantage, 99-101
operational level planning, 147, 156, 244
Oracle Corporation, 126, 134-136
Orator (Cicero), 250
ordered thinking, strategy as, 3-4
P
Palin, Sarah, 14
pauses in speaking, 178
performance
connecting at distance, 165-167
dynamic range of voice, 174-175
public leadership attributes, 167-168
Wharton Communication Program, 159-162
Phelps, Mont, 126
Philosophy in the Flesh: The Embodied Mind and Its Challenge to Western Thought (Lakoff), 191
physicality of audience engagement, 245-246
connecting at distance, 165-167
dynamic range of voice, 174-175
public leadership attributes, 167-168
Wharton Communication Program, 159-162
pitch, 174
planning, 243
alignment of communication and business goals, 145-146
Hewlett-Packard’s termination of CEO Mark Hurd
alleged disclosure of insider information, 138-140
alleged violations of code of conduct, 132-134
failure to anticipate stakeholder reaction, 127-131
failure to control communication agenda, 127-131
hiring of CEO Léo Apotheker, 136-143
hiring of CEO Meg Whitman, 142-143
lawsuit against Oracle, 134-136
missteps prior to arrival of Mark Hurd, 131-132
operational level planning, 147, 156
strategic level planning, 146, 156
tactical level planning, 148-149, 157
template for planning, 150-153
unity of action, 149
Plato, 215
The Political Mind: Why You Can’t Understand 21st-Century American Politics with an 18th-Century Brain (Lakoff), 196
presentation. See visual presentation
pretexting, 131
primitive brain, 215
principle of disproportionality, 242-243
Barack Obama’s comments on Henry Louis Gates, Jr.’s arrest, 105-109
Barack Obama’s loss of initiative on healthcare reform, 110-115
Golden Hour of Crisis Response, 115-119
J. C. Penney’s response to “Too Pretty” t-shirt controversy, 118
McDonald’s response to death of CEO, 117-118
Principle of the Objective, 56-58
Q-R
reaction, 237
Redbox, 31
Reed, John, 198
reptilian brain, 215
Restak, Richard, 211
restraining executives, Bob Nardelli’s dismissal from Home Depot, 41-49
Rizzolatti, Giacomo, 209
Rosenblum, Lawrence, 226
Rule of 5 by 5, 181
Russert, Tim, 67
S
Sacconaghi, Toni, 141
Salmon, Felix, 134
Sanford Bernstein, 141
Sarr, Robert, 203
Sattler, John F., 82
Saturday Night Live, 170
Second Battle of Fallujah shooting, 79-84
Seeking Alpha, 134-135 See What I’m Saying: The Extraordinary Power of Our Five Senses (Rosenblum), 226
Seitz, Patrick, 37
selective attention, 220-222, 248
self-development, 162-165, 245-246
Sequel Data Systems, 126
Shared Values Initiative, 16-18
Shaw, George Bernard, 6
Six Sigma, 43
Skinner, James, 78
speed of communication, 240-241
David Letterman’s response to extortion scandal, 95-98
definition of, 77
Golden Hour of Crisis Response, 83
McDonald’s response to death of James Cantalupo, 75-79
operationalizing first mover advantage, 99-101
U.S. government response to abuse at Abu Ghraib prison, 84-95
U.S. Marines response to Second Battle of Fallujah shooting, 79-84
speed of speech, 175
standing posture, 172
Stewart, James B., 128-129, 136
Stewart, Jon, 68
strategic level planning, 146, 156
strategic planning, 244
strategic questions, asking, 3-4, 150
alignment of communication and business goals, 145-146
strategic level planning, 146
template for planning, 150-153
stress, effect on attention, 221-222
striking power, 81
Sweet, Lynn, 107
SysCon, 140
T
tactical level planning, 148-149, 157, 245
Tea Party movement, 112
template for planning, 150-153
Thibodeau, Paul, 199
This Emotional Life, 216
3M, 42
Thurmond, Strom, 65
Todd, Lauren, 118
TouchPad (HP), 141
Tyson, Mike, 9
U
United States Marine Corps communication policy, xxviii-xxix
U.S. Coast Guard, response to Hurricane Katrina, 60
response to abuse at Abu Ghraib prison, 84-95
response to Hurricane Katrina, 55-70
response to wildfires in California, 73
U.S. Marines, response to Second Battle of Fallujah shooting, 79-84
U.S. rhetoric toward Muslim communities
review by Admiral Michael G. Mullen, 19-21
Shared Values Initiative, 16-18
V
Venero, Bob, 126
Veritas Frank Glassner, 125
Steve Jobs’s launch of Macbook Air, 227-228
visuals in presentations, 180-182
voice, dynamic range of, 174-175
volume, 174
von Clausewitz, Carl, xxvii, xxx, 56
von Moltke, Helmuth, 9
von Seeckt, Hans, 233
W
walking during presentations, 179
walking the talk. See fulfilling expectations
Wall Street Journal, 138
war, definition of, xxvii
Warfighting: United States Marine Corps Doctrinal Publication No. 1, xxxi-xxxiii, 3-4
W.E.B. Du Bois Institute for African and African American Research, 107
West, Kanye, 65
Wharton Communication Program, 159-162
Whose Freedom: The Battle over America’s Most Important Idea (Lakoff), 196
wildfires in California, FEMA response to, 73
Williams, Brian, 64
Women, Fire, and Dangerous Things: What Categories Reveal About the Mind (Lakoff), 190-191
Woods, John, 59
word choice, 246-247. See also framing
emotional meanings of words, 185-187
metaphor and management of meaning, 187-201
Wu, Shaw, 124
X-Y-Z
Yarrow, Jay, 139
Zahn, Paula, 64
Zweikampf, 5