Index
agreement, platform of
alliteration
anadiplosis
anaphora
appearance, 2nd
appreciative inquiry
argument, 2nd
handling objections
persuasive see separate entry
refutation, 2nd
structured response frameworks see separate entry
when becomes fight
argument, persuasive, 2nd
ethos, 2nd, 3rd, 4th
key strategies
logos, 2nd, 3rd
pathos, 2nd, 3rd
Aristotle, 2nd
arrival, checks to make on
attention, getting people’s, 2nd
checklist
clothes and appearance
entering room
eye-contact
holding audience
hooking audience, 2nd
mapping out itinerary
mounting a stage
posture
presence, 2nd
setting up audience memory
working a room
audience, holding
directness
freshness
trust
audience, hooking, 2nd
AIDA
audience memory
setting up
speaker’s filing cabinet, 2nd
bad news – communicating
barriers to communication
cultural influences
interpretation of meaning
language
behaviour, impact of posture, 2nd
Bierce, Ambrose
black and white effect
body language, 2nd
conflict
facial expressions
fidgeting
hand movements
meetings
and posture
brain activity, habits
breakdown of relationship – reversing, 2nd
breathing
control
exercises to relax/calm nerves
call to action, 2nd
candour, 2nd
case, making your
challenges, handling
charisma, checklist
charismatics
chat – art of
clarity
classical approach to speech, 2nd
cognitive dissonance, 2nd
collaboration
commonplace books
commonplace
communication
and understanding levels, 2nd
compassion
compelling speech, 2nd, 3rd
compelling style
compliments
confidence, 2nd
and posture
conflict
action when people want
body language
defusing
management tips
strategies
congruence
connection, moments of
consistency
control, 2nd
controllers, 2nd
conversation
art of
basic skills
body position
candour
complicated see separate entry
critical
ending
feedback
forming stories
Freudian slips
inner-circle, 2nd
mature
meta-messages
and motivation
opening
outer-circle speaking, 2nd
petulant
politeness
praise
preparation
rapport
silence
speaking with real purpose
submissive
on telephone, 2nd
thinking time before response
unproductive
you principle
see also chat
conversational hooks
conversations, complicated, 2nd
appreciative inquiry
arguments
bad news
breakdown of relationship – reversing, 2nd
collaboration
compassion
confidence
conflict
control
creation of complications
deep dialogue, 2nd, 3rd
emotions
future focus
future thinking
honesty
inner-circle speaking
intense attention
management
platform of agreement
rapport, 2nd
SCOPE process, 2nd, 3rd
sharing feelings
story-telling, 2nd
time and place
tools for
tough messages
trust
uncertainty
why questions
courtesy
credibility, 2nd, 3rd, 4th, 5th
Cuddy, Amy
cultural influences, as barrier to communication
danger, creation
decision making, and emotions
decision-making styles
deep dialogue, 2nd, 3rd
delivery – public speaking, 2nd
beginning/opening
beginning/opening – checklist
call to action, 2nd
end/closing
gestures
items/equipment required
lighthouse technique
making platform your own
mental preparation
middle of speech
nerves
pathos
pauses – use of
physical delivery
physical preparation
posture
preparation, 2nd
rehearsal
rhetorical delivery
speakers’/visual aids
speech
summary, 2nd
verbal delivery
vocal delivery
descriptive language
directness
distinction insight
dress, 2nd
emotional language
emotions
communicating bad news
and decision-making
effects of
importance of
negative
Plutchik model
positive
emptying the hopper
entering room
mental preparation
physical preparation
power pause
entry, mounting a stage
epistrophe
epizeuxis
ethos, 2nd, 3rd, 4th
evidence
excitement, creation
explanation models
eye-contact
rapport
facial expressions
and rapport
signs of conflict
‘fake it while you become it ’
favour, reciprocation
feedback
fidgeting
focused questions
followers
Freudian slips
future focus
future thinking
gemba
gestures
and rapport
signs of conflict
Grice, Paul
habits
brain activity
changing
hand movements
hand-shaking
hesitancy
hidden persuaders
honesty
hyperbole
ice-breaking
ideas and inspiration, sources of
impact, creating, 2nd
inference
inner-circle conversation, 2nd, 3rd
inner voice
insight, moments of
intense attention
interest
in events
in ideas
in people, 2nd
jargon
use of
Jiminy Cricket effect
King, Martin Luther
knowledge, depth of
language
as barrier to communication
dangerous
deceptive
descriptive
emotional
positive
powerful, 2nd
precise
puny
sensory
levels of speaking, 2nd, 3rd, 4th
lighthouse technique
likeable, how to be
listening
active
active – actions confirming
barriers to
ways to turn people off
listening levels
active listening, 2nd, 3rd
cocktail party effect
dichotic listening
empathising
listening to two conversations at once
pretending to listen
rapport
listening skills
advantages of good
improving
rapport
loci memory method
logos, 2nd, 3rd
Lowndes, Leil, 2nd
McCarthy, Bernice
management speak, 2nd
manipulation
marketers, persuasion
meaning, interpretation of, as barrier to communication
meetings, 2nd
action if gets out of hand
agenda, 2nd
agenda – distribution
answering questions
attitude
being believed, 2nd
body language
chairing, 2nd
closing discussions
conduct
contributions
discussion process – control of
end of, 2nd
eye-contact
facilitating
facilitating – summary of process
facilities
follow-up
importance of
location
names – remembering
networking
objectives
participants – selection
participating, 2nd
pre-work for attendees
preparation
recognition and praise
resistance – action when facing
selling
start, 2nd
timing
triple-A close, 2nd
truthful – sounding
types of, 2nd
Mehrabian, Albert
memory
declarative
long-term
the method of loci
mind maps
procedural
public speaking, 2nd
registering information
retaining information
retrieving information
Roman room method
short-term
storing useful information
as tool to get results
memory of audience
checklist
memory anchor
speaker’s filing cabinet, 2nd
mental filters
mental preparation
message – getting across
building effective presentation, 2nd
classical approach to speech, 2nd
compelling speech, 2nd
credibility, 2nd, 3rd, 4th, 5th
impact of words
Mehrabian’s experiment
persuasive argument see argument, persuasive
powerful speech, 2nd
silence – use of
story-telling, 2nd, 3rd
structured response frameworks see separate entry
Miller, Robert
mind maps
models
motivation, and conversation
mystery, creation
names, remembering
nerves
controlling
mental preparation
panic attacks
networking, meetings
news, sources of
objections, handling
onomatopoeia
open questions
opening gambits
oratory
outer-circle speaking, 2nd
panic attacks
pathos, 2nd, 3rd, 4th
people, meeting
chat – art of
preparing for conversation
persuasion, 2nd
marketers
sales people
as tool to get results
persuasive argument see argument, persuasive
persuasive speech, 2nd
persuasive style
plain language, use of
Plutchik, Robert
point of view
components
shaping, 2nd
politeness
positive language – use of
posture
and body language
closed
and confidence
expansive
impact on behaviour
and power
and presence
and rapport
signs of conflict
power
and posture
power pause
power poses
powerful language/speech, 2nd, 3rd, 4th, 5th
powerful style
praise
prediction models
preparation
mental
physical
see also delivery – public speaking
presence, 2nd
charisma
meaning of
posture
releasing body tension
presentation
mental preparation
physical preparation
presentation – building effective, 2nd
beginning
beginning gambits
beginning, sequencing
call to action
central idea, 2nd
content
end
lead
middle
sequence
summary of vital messages
pressure, creation
process models
promises, enforcement
pronouns, rapport
proof, 2nd
provocation, creation
psychology
of communication
as tool to get results
public speaking
appearance/dress
arrangement
challenges – handling
checks to make on arrival
‘defusing the BOMB ’
delivery see delivery – public speaking
items/equipment required
memory
mind maps
posture
preparation see delivery – public speaking
questions – handling
remembering your talk
rhetorical techniques
storing useful information
story – creating, 2nd, 3rd
style, 2nd, 3rd
see also memory; memory of audience
questions
asking
focused
handling
open
stretch
rapport, 2nd, 3rd, 4th
body position
building, 2nd
eye-contact
listening levels
listening skills
neurological basis
posture, gesture and facial expression
use of pronouns
vocal patterns
word choice
reality, representation of, 2nd
rehearsal
relationship insight
relaxation, positive
breathing
resistance, handling
resolution
respect, as tool to get results
results, power to get
rhetorical delivery
rhetorical questions
rhetorical techniques
alliteration
analogy
contradiction and contrast
patterns of repetition
sentence structure
understatement/overstatement
Rizzolatti, Giacomo
Roman room memory method
room
entering see entering room
working see working a room
sales people, persuasion
sales pitch
applying ethos, logos and pathos
scenario analysis
sceptics
SCOPE process, 2nd, 3rd
self-esteem
self-talk, 2nd
sensory language – use of
sign language
silence
as part of conversation
use of
slang, use of
smiling
social media websites
SPACED
speakers’ aids
speaker’s filing cabinet, audience memory, 2nd
speaking levels, 2nd, 3rd, 4th
speech
beginning/opening
end/closing
middle
power of
verbal delivery
vocal delivery
see also delivery – public speaking
stage
going on
mounting
story – creating, 2nd
story-forming
story-listening
story-telling, 2nd, 3rd
complicated conversations
plots, 2nd
stress, hormone levels
stretch questions
structured response frameworks, 2nd
BID
CSI
EIOU
hook, line and sinker
pain and pill
PEP
PPP
PRESS
Studer Group
style, public speaking, 2nd
summary of speech, 2nd
surface level of communication
technology, speech mediated by
telephone conversations, 2nd
tension, creation
thinkers, 2nd
thought patterns
tough messages – communicating
trust, 2nd
understanding levels, 2nd
and communication
emotional level
interconnection
interpretation level
motivational level
personal level
representational level
superficial level, 2nd
verbal delivery
visual aids
visualisation
vocal delivery
see also voice
vocal patterns, rapport
voice
emphasis/stress of words
loudness
modulation
pace or speed
pitch
rhythm
timbre
tone
volume
‘what if?’ questions
‘why’ questions, 2nd
Williams, Gary
word choice, rapport
words
dangerous language
deceptive language
descriptive language
emotional language
impact of
plain language – use of
powerful language
precise language
puny language
sounds of
working a room
attention-raking
contact-making
hand-shaking
ice-breaking
turn-taking
