accent, speaking with 144
ANSA pattern, persuasive messages:
1-attention, gaining audience 96–7;
2-need, developing 96, 97;
3-solution, offering 96, 98;
4-action close 96, 98–9;
example 99;
worksheet 104
anxiety management:
public speaking 138;
relaxation 155;
stage-fright, as normal 155–8;
symptoms, overcoming 156–7
area charts 121, 122
attention grabbers:
anxiety management 158;
effective meetings 178–9;
introductions 78;
persuasive messages 86, 97;
stories as 109–10
audiences:
attitudes 37;
concerns, consistent 38;
context analysis 4, 8–19, 28, 32–42;
decision makers 33–4;
facts, personal/professional 34–7;
gender differences 253–7;
hidden 33, 34, 224;
hidden agenda, acknowledgment of 41–2;
identifying all potential 32–4;
learning about each 34–7;
meaning of 3;
needs of 12–13;
notes, making 37;
objectives with each, defining 38–42;
primary 32–3, 34;
‘wants’ of, versus your ‘needs’ 37–8, 68, 256
bad-news messages:
alternative, offering 90, 93;
ANSA pattern 96–9;
apology, avoiding 92, 93;
buffer, neutral or mildly-positive 91;
clarity 89–90;
communication, effective 88;
de-emphasis 90, 92–3;
direct versus indirect approach 90;
empathy 88–9;
goodwill 88;
message example 91;
optimistic close, using 90, 93;
‘quick-and-dirty’ 90, 94–9;
reasons 90, 92;
STARR pattern 94–6;
transition 90, 91–2
Baker, Stephen 168
balance theory 97
bar charts 121
big idea 76, 82, 87
brainstorming 189;
action, from ideas 180;
competitiveness, appropriate 181;
extended benefits of 181;
facilitation skills 181;
fear, living in 180;
ideas, combining and extending 180;
individual 180...
