Effective Communication Skills for Scientific and Technical Professionals

By Harry E. Chambers | Go to book overview

INDEX
Abuse, verbal, 296-297
Achieving Competitive Excellence (A.C.E.), 14
Acknowledgment of criticism, 93
Age as a factor in comprehension of messages, 61-62
Aggressiveness in communication style, 55-57
and contentious listening, 147-148
Agreed terms of reference, 15
Analogies and examples, 121-122
Anger, 147-148
and customer service, 201-203
Apologies, 63, 297-299
Assertiveness in communication style, 55-57
and delivering criticism, 78-79
Assertive Communication Skills for Professionals,123-124
Assumptions, preconceived, 153-154
and customer service, 189
Baby Boomers, 61-62
Bad Attitude Survival Guide, The,277
Bad news, delivering, 114-117
and giving specific information, 114-115
and identifying the silver lining, 115-116
and taking responsibility, 115
Battles, personal, 89-90
Blame, 82
and crisis response, 247-248
Body language, 39-42
assessment, 59-60
negatively interpreted gestures of, 41-42
positively interpreted gestures of, 40-41
Bosses
aligning goals and objectives with, 98-106
and performance appraisals, 100
and "we-based" messages, 106-107
assessment of communication with, 96-97
challenges to effective communication with, 112-117
communicating challenges, barriers, and additional resource requirements to, 104
communicating overload and work problems to, 104-106
communicating tactfully with, 106-107
delivering negative information to, 114-117
impact of bad news on, 116
importance of effective communication with, 95
perception of employees, 101
priorities, 102
providing weekly updates to, 103

-309-

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