Communicate Like a Leader

Index

agenda: client routine example of, 158

discernment of personal hidden, 156

functional, 157

question format sample of, 159

turn “topics” into questions on, 158

typical example of, 157–158

anecdote: humor and use of, 81

storytelling versus, 123–124

apology: common misunderstanding about, 87

humility in, 87

manager scenario of, 86–87

promptness and sincerity of, 86

refusal of, 86

solution-focused in, 88

specific acknowledgment in, 87–88

swiftness of, 87

Asch, Sholem, 135

backward display of information, 142–144

Baldoni, John, 131

Baruch, Bernard, 153

Battista, Orlando A., 97

“been there, done that” syndrome, 61

Belker, L. B., 83

Bennis, Warren, 39

big picture, 6–7, 16, 38, 58, 172

Blockbuster, 61

body language: as communication standard, ...