Page 137 - Today’s Business Communication; A How-to Guide for the Modern Professional

126 INDEX

Campbell, J., 95 conversational style, for presentation.
capitalization, 40–41 See also presentation
Carnegie, D., 1 tips for achieving, 95–96
central route, of persuasion, 104–105 courteous greetings, 15–16
Cialdini, R., 110, 111 credibility, 10–11
Cialdini’s principles of influence, 111 role in persuasive power, 108
authority principle, 111 Cutteridge, N., 13
commitment/consistency principle,
110 death by PowerPoint, refers to, 96
liking principle, 111 Duarte, N., 89
reciprocity principle, 111
scarcity principle, 111–112 effective communication, 2, 9
social proof principle, 112 effective communicators, 17–18
closing during speech, making Eisenhower, D.D., 63, 91
memorable Elaboration likelihood model
tips for delivering, 94–95 persuasion routes, through
commas usage, 18, 41 argumentation
commitment/consistency principle, central and peripheral, 104–105
110 email(s), 5
communication. See also business “cc” and “bcc” in, 18
communications and litigation, 6–7
audience’s perspective, 8–9 policies regarding use, 7
bearing good news, 48–49 tips for composing, 15–18
clear and concise, 8 writing, 14–15
delivering bad news, 46–47 executive summary, in business
effective, 2 reports, 61, 64. See also
five basic rules, 3 business reports
information request, 55–56 expertise
message writing role in persuasive power, 109
complaints, 53–54 usage in, 109
condolence, 53 eye contact, 4
congratulations, 52
recommendation, 56–58 Farmer, L., 95
reprimanding, 55 Fast Company, 60
nonverbal, 4 Fennell, S., 95
positive or negative, 45–46 Ferguson, F., 9
resignation letter writing, 50–51 forensic computer experts, 6
thank-you note writing, 49–50 Franklin, B., 55
verbal (verbal messages), 4–5 F words approach, to proofread and
written, 5–6 revise, 73
communication breakdown, 9–10 filling, appropriate
communication tools, 5. See also answer WIIFY question, 79–80
email(s); social media clear purpose of document,
complaints, message writing, 53–54 78–79
condolence complete information, for
insincere messages, 72 multiple audiences, 79–80
message writing, 53 target audience’s driving and
congratulations, message writing, 52 restraining forces, 80