acceptance
acknowledgment
Active communicators, 2nd
active listening, 2nd
acceptance
acknowledgment
benefits of
and empathy
example
focusing
handling criticism
as mindful
practice exercise
See also listening
active and passive voice
adapting your style
advice, giving
avoiding judging
positive language
rejected advice
tailoring advice
aggressive communication
angry emails
anxiety and confidence, 2nd
appreciation, expressing, 2nd
assertive communication, 2nd, 3rd
assumptions, overcoming
attitudes
communication
non-verbal communication of, 2nd
and paralanguage
audience at presentation
body language
auditory communicators
bad news, giving
acknowledging emotions
barriers to communication
behavioural differences
cognitive differences
cultural differences
emotional differences
language
personal barriers
baseline behaviour
behavioural differences
blaming
body language
at presentation
baseline behaviour
and emotions, 2nd
fluent
interviews
of listeners
silent treatment
in small talk
your own, 2nd
See also non-verbal communication
boredom in conversation
bullet points
clear communication
clarifying, 2nd, 3rd
written, 2nd, 3rd
closed questions
clues to others’ feelings
clusters, non-verbal
cognitive differences
communication
benefits of skills, 2nd
clear
defined
direct/indirect
improving your skills
key principle, 2nd
learnt and innate
practice, 2nd
purposeful, 2nd
7%-38%-55% rule, 2nd
and shared understanding
three elements
as two-way process, 2nd, 3rd
See also barriers;
conversations; non–
verbal; small talk
communication attitudes
communication styles
Active communicators
adapting style
auditory communicator
introvert-extrovert
kinaesthetic communicator
quiz, 2nd
using senses
visual communicator, 2nd
compliments
accepting
giving
refused
confidence, 2nd, 3rd, 4th
non-verbal signals, 2nd
posture, 2nd
and public speaking
conflicts and emotions
conjunctions
Connectors, 2nd
constructive criticism
conversations
ending
initiating
listening well, 2nd
pauses, 2nd
questioning, 2nd
taking control of
thinking before speaking
topics for
as two-way
See also small talk
criticism
acknowledging
active listening
asking questions
being specific
constructive
example
giving
handling
listening, 2nd
recognising feelings
and reflection, 2nd
responding to
rules for
cue cards, 2nd
cultural differences
as barrier
and facial expressions
feelings and emotions
and personal space
small talk
difficult situations
acknowledging feelings
bad news/negative feedback
control in
criticism
discovering feelings
dos and don’ts
empathy
silent treatment
speaking calmly
direct communication
distance see proxemics
domineering phrases
emails, 2nd, 3rd, 4th
acknowledging
angry emails
content guide
endings
first sentences
follow up
giving bad news
greetings
layout
main point, 2nd
negative feedback in
receiving
subject line
See also written communication
Emerson, Ralph Waldo
emotional intelligence, 2nd, 3rd
emotions
acknowledging, 2nd
attempts to hide
as barrier, 2nd, 3rd
and body language, 2nd
cultural differences
and giving bad news
non-verbal communication of, 2nd
and paralanguage
and posture
and problem-solving
empathy, 2nd, 3rd, 4th, 5th
and active listening, 2nd
and bad news
developing
difficult situations
practising
and presentations
and sycophancy
emphasis, 2nd
ending a conversation
expectations as barrier
extroversion
eye contact, 2nd, 3rd
cultural differences
effect of
ending conversation
eyes, 2nd
facial expressions
reading
using first and last
feedback
asking for, 2nd
constructive criticism
giving negative
giving positive
on handshake
on presentation, 2nd
feelings
allowing expression of
clues to
and criticism
non-verbal communication of, 2nd, 3rd
first impressions
interviews
formatting
funnel questions
gabbling, 2nd
gestures
awareness of
and small talk
speech-dependent
speech-independent
using first and last
gobbledygook
grammar
breaking rules
group meetings
hand movements
handouts
handshake
feedback on
haptic communication
head, touching
headline
indirect communication
inflection
influencing others, 2nd
asking questions
clear message
example
listening, 2nd
positivity
principles of
information, written
interruptions
interviews
body language
first impression
handshake
listening
questions
research
intimate distance
intonation
introvert-extrovert continuum
intuition
jargon, 2nd
judgements
Khruschev, Nikita
kinaesthetic communicators
kiss
Krishnamurti, Jiddu
language
negative/positive
written communication
See also words
leakage
limbic responses
listeners
asking questions of
perspective of
listening
active
before advice giving
in conversations
giving criticism, 2nd
interviews
negotiating time for
out loud
preparation
techniques and purpose
vs hearing
when influencing others
See also active listening
Mandela, Nelson
meetings
preparation
Mehrabian, Albert
mindful listening
mirroring
misunderstandings and emotions
mixed messages
monitoring your speech
motivating others, 2nd
See also influencing
mouth
names
in emails
remembering
negative attitude
body language
posture
negative emotions as barrier
negative feedback
negative language, 2nd
domineering phrases
implying dishonesty
implying fault
uncooperative words
negotiation and active
listening
networking
how to network
maintaining network
and technology
Nicholson, Jack
non-verbal communication, 2nd, 3rd, 4th
of acceptance
of acknowledgement
awareness of
clusters of, 2nd
context of
examples
eyes, 2nd
facial expressions, 2nd
first and last impressions
gestures, 2nd, 3rd
improving
leakage
making sense of
mouth
passive-aggressive
percentage rule, 2nd
posture, 2nd
rules for effective
speech-dependent
speech-independent
touching, 2nd
in written communication
See also body language
Obama, Barack
open questions, 2nd, 3rd
pace of speech
Pancoast, Mal
paralanguage, 2nd
and attitudes
and emotions
paraphrasing, 2nd, 3rd, 4th, 5th
paraverbal see paralanguage
passive communication
passive verbs
passive-aggressive communication
pat on the back
pauses in conversation, 2nd, 3rd
percentages rule, 2nd
personal space
personal distance
See also proxemics
perspectives
of listener
yours and others’
persuading others, 2nd
and active listening
See also influencing
phrasing, positive
pitch of speech, 2nd
Plain English Campaign
positive language, 2nd, 3rd
example
giving advice
influencing others
positive phrasing
posture, 2nd
and emotions
interviews
negative message
open and closed
PowerPoint slides, 2nd
prepositions
presentations
body language
cue cards, 2nd
delivery
dos and don’ts
and empathy
feedback on
handouts
preparation for
questions at
prompt cards, 2nd
proxemics
and culture
intimate distance
personal distance
public distance
and small talk
social distance
public distance
public speaking
See also presentations
punctuation
purposeful communication, 2nd
Purposeful communicators, 2nd, 3rd
questioning
at presentations
in conversations, 2nd
and criticism
interviews
and non-verbal messages
techniques
when influencing others
rapport building, 2nd
and active listening, 2nd
reciprocal communication, 2nd
rules of
reflection, 2nd, 3rd, 4th, 5th
and criticism, 2nd
remembering conversations
rhetorical questions
rhythm of speech, 2nd, 3rd
sarcasm, 2nd, 3rd
self-esteem
7%–38%–55% rule, 2nd
shutting someone up
silences, awkward
silent treatment
acknowledging feelings
apologising
writing a response
slang
slide shows, 2nd
small talk, 2nd
how to make
initiating
topics
when to stop
See also conversations
smiling, 2nd
interviews
social distance
social networking
space, personal
speech: non-verbal sounds
speed of speech
spelling
split infinitives
standing close to others
See also proxemics
strangers, talking to
strengths, communication
summarising, 2nd
ending conversation
taking turns to talk
Theorists, 2nd, 3rd
thinking before speaking, 2nd, 3rd
Ting-Toomey, Stella
tone of voice, 2nd, 3rd
touching, 2nd
trust
Tyger, Frank
utterances, 2nd
values and beliefs
verbal communication
visual communicators, 2nd
vocabulary see language; words
volume of speech, 2nd
weaknesses, communication
weather, talking about
West, Mae
when to speak
white space
words
negative
positive, 2nd
simple
work settings, communication in
written communication
active and passive voice
bad example
benefits of good
bullet points
clarity in, 2nd, 3rd, 4th
editing
first draft
good example
information in
language
paralanguage in
reader’s perspective
silent treatment
structure and layout
using examples
vagueness
white space
