Index
accountability
communication about, 151
controllers and, 21–22
job of leaders and, 155–158
Adaptec, 154
Adler, John, 154
AlliedSignal, 68
American Behavioral Scientists, 27–28
American Political Science Review, 37
Aristotle, 119
artist stereotype, 132, 138–140
assumptions, communicating, 149, 150–153
authenticity, 105–113
authority. See also hierarchy
linguistic style and, 58–64
in persuasion, 36–39
bad news, giving, 166–169
behavior
deviant, breaking silence with, 102
modeling, 31–32
reciprocity and, 31–32
Berscheid, Ellen, 29–30
black-box conversations, 61–62
Bossidy, Lawrence, 68
Brehm, Jack W., 35
Brehm, Sharon S., 35
business mind-set, 116–117
Butler, Samuel, 35
categorization, 134–135
speed of, 131
change
organization preparation for, 128–130
storytelling for, 120, 122, 128–130
change agents, 72
charismatics, in decision making, 8–12
attention span of, 9–10
buzzwords for, 7
definition of, 1
how to influence, 6–7
prominent examples of, 7
charity case stereotype, 137
Churchill, Winston, 129
Cialdini, Robert B., 25–42
Cioffi, Delia, 34
clarification technique, 174–175, 177
coalitions, 102–103
Coca-Cola, 143
coercion, persuasion and, 35–36, 41–42
cognitive flexibility, 142
collaboration, storytelling in fostering, 121, 122
Collins, Jim, 158
commitment
emotional, persuasion and, 85–89
in persuasion, 33–36
written statements of, 34–35
common ground, framing for, 70–71, 80–82
communication
authenticity in, 105–113
clear messages in, 145–163
conversational rituals and, 53–58
on corporate culture, 149, 161–162
cultural differences in, 45–46, 62–63
direct versus indirect, 47, 60–64
on financial results, 148, 153–154
functional levels of, 46–47
intent versus, 178–179
leader’s sense of job and, 155–158
leverage in, 163
linguistic styles and, 43–65
managing up and, 59–60
mind-set and, 157
neuroscience of, 106–108
nonverbal, power of, 106–108
on organizational hierarchy, 148, 150–153
silence and, 91–103
storytelling and, 82–84, 115–130
stressful, 165–180
on time management, 149, 158–161
vague or unclear, 145–147
vivid, in persuasion, 71, 82–85
who gets heard in, 43–65
compromise
resistance to, 74–75
confidence, linguistic style and, 51–52
conflict
costs of avoiding, 95–100
diversity and, 93–95
linguistic styles and, 47, 57–58
silence and, 91–103
stressful conversations about, 165–180
time pressure and, 98–99
timing, 96
when to keep silent on, 96
Conger, Jay A., 67–89
consensus
silence and, 94–95
consistency, principle of, 33–36
controllers, in decision making, 5, 21–23
buzzwords for, 7
definition of, 2
how to influence, 6–7
prominent examples of, 7
conversational rituals, 53–58
compliments, 56–57
feedback, 55–56
greetings, 53
oppositional, 57–58
Cooper, Cynthia, 91
corporate culture, communication about, 149, 161–162
creativity
stereotypes and, 142–144
time pressure and, 98–99
credibility
building, 75–76
establishing, 73–79
of experts, 37–39
self-assessment of, 74–75
skeptics and, 15–16
sources of, 73–74
criticism, 59–60. See also feedback
cultural differences
conflict and, 93–95
in linguistic style, 45–46, 62–63
Cutting Their Own Cloth (film), 141
Davis, Harry, 26
decision making
buzzwords to encourage, 7
by controllers, 2, 5, 6–7, 21–23
emotions in, 9
in pitches, 142–144
by skeptics, 5, 6–7, 15–18, 22
styles of, 1–23
time pressure and, 98–99
Defying the Crowd (Sternberg and Lubart), 135
Denning, Stephen, 115–130
Dilbert, 91
Dill, Mallorre, 138
Disabled American Veterans, 31
diversity
conflict and, 93–95
gender differences in linguistic style, 48–65
ego issues
Eisenberg, Eric, 59–60
Elsbach, Kimberly D., 131–144
emotions
assessing audience, 85–87
charismatics and, 9
conflict and, 96
defensiveness, 97–98
liking or affection, in persuasion, 26–30
passion, in presentations, 109, 111–112
self-awareness of, 172–173
in stressful conversations, 165–180
Enron, 91
ethics, persuasion and, 40, 41–42
Evans, F. B., 27–28
exclusivity, persuasive power of, 40
expectations, 161–162
experts and expertise
building credibility and, 75–76
establishing, 37–39
as source of credibility, 73–74
feedback
linguistic style and, 47, 55–56
managing up or down and, 59–60
stressful conversations in, 176–177
financial results, communication about, 148, 153–154
Fiorina, Carly
communication clarity and, 150–151, 152–153
decision-making style of, 7, 18
followers, in decision making, 18–20
definition of, 1–2
how to influence, 6–7
prominent examples of, 7
Frenzen, Jonathan, 26
Gardner, Howard, 128
Garner, Randy, 34
gender differences, in linguistic style, 48–65
apologies and, 54–55
asking questions and, 46, 52–53
compliments and, 56–57
confidence or boasting and, 51–52
directness or indirectness and, 60–64
feedback and, 55–56
in giving criticism, 59–60
sharing credit and, 50–51
gift giving, 31
Gladwell, Malcolm, 135
goals, framing, 70–71
Goizueta, Roberto, 143
gospel preaching, 72
Greenspan, Alan, 12
greetings, 53
Hamm, John, 145–163
Handbook of Social Psychology (McGuire), 36
hard sell, 74
Heatherington, Laurie, 51–52
Hewlett-Packard, 150–151, 152–153
hierarchy
communication about, 148, 150–153
linguistic style and, 47, 60–64
silence on conflict and, 94–95, 101–102
hip-pocket phrases, 176
hiring
experts or expertise and, 70, 78
linguistic styles and, 58
pitches and, 143
Holmes, Janet, 55
Hopkins, Nancy, 102–103
International Storytelling Center, 115, 116
Interpersonal Attraction (Berscheid and Walster), 29–30
Jack: Straight from the Gut (Welch), 120
John Wayne approach to persuasion, 74
Journal of Abnormal and Social Psychology, 34–35
Journal of Applied Psychology, 32, 39
Journal of Consumer Research, 26
Journal of Experimental Social Psychology, 29
Journal of Personality, 27
Journal of Personality and Social Psychology, 32
King, Mark, 159–161
King, Martin Luther, Jr., 129
Knishinsky, Amram, 40
knowledge, sharing via storytelling, 123–124
Language in Society (Linde), 61–62
leaders
assumptions of, 149
on corporate culture, 149, 161–162
establishing credibility of, 37–39
expectations of, 161
financial results and, 148, 153–154
knowing what your job is, 149, 155–158
message management by, 145–163
mind-set and, 157
organizational hierarchy and, 148, 150–153
storytelling and, 120–125, 127–128
on time management, 149, 158–161
Leadership Engine, The (Tichy), 128, 129
Leading Minds (Gardner), 128
liking, principle of, 26–30
Linde, Charlotte, 61–62
linguistic styles, 43–65
acting modest in, 46
asking questions and, 46, 52–53
authority negotiation and, 58–64
compliments and, 55–56
confidence and boasting and, 51–52
conversational rituals and, 53–58
cultural differences in, 45–46, 62–63
definition of, 44
direct versus indirect, 47, 60–64
gender and, 48–50
giving feedback and, 47, 55–56
managing for, 64–65
meetings and, 64–65
opposition and, 57–58
sensitivity to, 50
turn taking in, 45–46
verbal opposition and, 47, 57–58
loss language, 39–40
managers
establishing credibility of, 37–39
manipulative behavior, 41–42, 67
Marcell, Robert, 87–88
Massena, Darrin, 79
McDermott, Lou, 141–142
McDermott, Sophie, 141–142
McGuire, William, 36
metrics, communication about, 153–154
Miller, Robert B., 1–23
modeling, 31–32
modesty, linguistic style and, 46
Morgan, Nick, 105–113
NASA, 175
Nass, Clifford, 79
New Coke, 143
New York Times, 37
O’Neal, Shaquille, 138
Organizational Behavior and Human Decision Processes (journal), 39–40
organizational structure
communication about, 148, 150–153
linguistic style and, 47, 60–64
silence on conflict and, 94–95, 101–102
Orr, Julian, 127
peer pressure, 32–33
Perlow, Leslie, 91–103
personality, decision-making styles and, 3
Personality and Social Psychology Bulletin (journal), 33–34
person prototypes, 134–135
approaches in, 2–8
authority principle in, 36–39
basic principles in, 25–42
buzzwords for, 7
coercion and, 35–36
compromise in, 70–71
consistency principle in, 33–36
decision-making styles and, 1–23
discovery phase in, 68
emotional connection in, 71, 85–89
evidence in, 82–85
history of studying, 36–37
John Wayne approach to, 74
knowing your audience and, 81–82, 85–87
liking principle in, 26–30
mistakes in, 74–75
as negotiation or learning process, 67–68
in pitches, 131–144
power of, 89
preparation for, 68–69
presentations tailored for, 3–4
as process, 75
process of, 68–89
reciprocity principle in, 30–32
research on, 72
scarcity principle in, 39–40
similarity in, 26–30
social proof principle in, 32–33
steps in, 72–89
pilot projects, 76
pitches, 131–144
cautions for catchers in, 142–144
killing, 136–137
types of pitchers and, 132
Poetics (Aristotle), 119
Popeil, Ron, 135
practical intelligence, 135–138
praise, persuasion and, 28, 29–30
presentations, 3–23
audience for, 108, 109, 110–111, 112–113
authenticity in, 105–113
for charismatics, 9–12
connecting with audience in, 108, 111
for followers, 18–20
listening to audience in, 112–113
nonverbal communication in, 106–108
openness to audience in, 108, 110–111
rehearsing, 106–109
for skeptics, 15–18
for thinkers, 12–15
prototype matching, 134–135
Psychological Reactance (Brehm and Brehm), 35
Public Opinion Quarterly (journal), 37
pushovers, 136
questions, linguistic style and, 46, 52–53
reciprocity, principle of, 30–32
Reeves, Bryon, 79
relationships
conflict and, silence on, 96–100
linguistic style and, 46–47
persuasion and, 70
praise and, 29–30
reorganization, 150–153
Research on Language and Social Interaction (journal), 60
responsibility, acknowledging, 176–177
rhetoric, 72
robot stereotype, 136
Ronco Showtime Rotisserie & BBQ, 135
Rowley, Coleen, 91
Ruffo, Monica, 80–81
rumors, storytelling and, 121, 122, 123
Savage Sisters, 141–142
scarcity principle, 39–40
self-awareness, 172–173
Sex Roles (journal), 51–52
sexual harassment, 128
silence, 91–103
breaking the spiral of, 100–103
coalition building and, 102–103
deviant behavior and, 102
organizational costs of, 92–93
power and, 101–102
psychological price of, 92–93, 95–100
time pressure and, 98–99
when to maintain, 96
skeptics, in decision making, 5, 15–18
buzzwords for, 7
controllers compared with, 22
definition of, 1
how to influence, 6–7
prominent examples of, 7
Snowden, Dave, 124–126, 129–130
social proof principle, 32–33
speaking. See presentations
stereotypes, 131, 133–135, 144
charity case, 137
overreliance on, 142–144
pitch killing, 136–137
pushover, 136
robot, 136
used-car salesman, 137
Sternberg, Robert, 134, 135, 142
storytelling, 115–130
boring, 126–128
examples of success or failure with, 124–126
leadership and, 127–128
narrative, power of, 116–118
patterns for different aims in, 120–126
persuasion with, 82–84
poor, 118–119
principles of, 119
vivid language in, 82–84
stressful conversations, 165–180
acknowledging responsibility in, 176–177
“I have bad news for you,” 166–169
inevitability of, 179–180
intent or communication gap in, 178–179
rehearsing, 173–176
tactics versus people in, 178–179
temperate language in, 175
tone in, 175
“What’s going on here?,” 169–171, 177
“You are attacking me!,” 169, 171–172
tactics, neutralizing, 178–179
Talking about Machines (Orr), 127
Tannen, Deborah, 43–65
TaylorMade-adidas Golf, 159–161
teams
cross-functional, leaders of, 72
gender differences and, 51
linguistic style and, 51
temperance, 175
thinkers, in decision making, 12–15
buzzwords for, 7
definition of, 1
how to influence, 6–7
prominent examples of, 7
time pressure, 98–99
tone, 175
Tracy, Karen, 59–60
trust
credibility and, 73–74
decision-making styles and, 16
Tupperware parties, 26–27
Tyco, 128
unclear communication, 145–147
used-car salesman stereotype, 137
vague language, 145–147
values, storytelling and, 121, 122, 128
Virgil, 36
vision
communicating, 161–162
storytelling and, 124–125
Walster, Elaine, 29–30
Watkins, Sherron, 91
Weeks, Holly, 165–180
whistleblowers, 91
Whistle Communications, 146
Williams, Gary A., 1–23
Williams, Stephanie, 91–103
Winfrey, Oprah, 8
World Bank, 115–116, 118–119, 124
WorldCom, 91
Xerox, 126–127
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