Index 265
problems with, 169–170, 194
weekly staff call, 151, 153–155
reasons not to have, 170–171
witty comments, 121–122
record keeping role for, 174–175
worker disengagement, 14
responding to questions during, 182
work-life balance, 192
start time of, 171–172
work-life blend, 192, 239
strengthening connections in,
work relationships, 106–108
173–176
work schedules, 114
structuring, 171–173
written communication, 15, 86, 131–140
suggestions for improving, 171–186
clarity in, 132–134, 136–137
tech person for, 172
grace of expression in, 139–140
time points in, 173
hierarchical thinking in, 137–138
true meaning of, 180–181
point of view in, 134–136
Uncle Joe problem, 180–181
practical fixes for, 146–148
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ACKNOWLEDGMENTS
This book came about because so many audience members asked me about virtual communication when I was trying to talk about body language that I had to listen.
Once again, my long-suffering agent, Esmond Harmsworth, helped shape the arguments herein at early stages. And Jeff Kehoe and Harvard Business Review Press took the book from rough to ready. I am deeply grateful to Jeff for his continuing faith in a book that has labored through several violent rewrites in an effort to capture an ever-changing virtual environment.
Thanks to all my clients, friends, and fellow coaches who have said encouraging things that kept me going when the way ahead seemed obscure and uncertain. Thanks, David, Josh, Rick, Vince, Sally, Susan, Ryan, Brian and Dharmesh, Pascal, Lori, Stephen, Jordan and Ashley, Christine, Tamsen, Mitch, Christopher, Mark, Trine, Matt, Tim, Matthew, Jeff, Steve, and many others.
At the heart of what I do is a family business, and without Nikki, Sarah, and Emma, these ideas would be immea-
surably poorer. Thanks also to Holly Smith, whose research and enthusiasm helped at a crucial stage. And thanks particularly to Sarah, who labored with me on the research and the early formulation of the ideas.
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268 Acknowledgments
Thanks again to the whole international family, for belief, love, and encouragement. Thanks, Emma and Dave, Sarah and Jack, Eric and Julia, Howard and Rita.
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ABOUT THE AUTHOR
NICK MORGAN is one of America’s top communication speakers, theorists, and coaches. A passionate teacher, he is committed to helping people find clarity in their thinking and ideas—and then delivering them with panache. He has been commissioned by Fortune 50 companies to write for many CEOs and presidents. He has coached people to give congressional testimony, to appear in the media, and to deliver an unforgettable TED Talk.
He has worked widely with political and educational leaders.
He has spoken, led conferences, and moderated panels at venues around the world. During the last election cycle, he provided expert commentary on the presidential debates for CNN.
Nick’s methods, which are well known for challenging conven-tional thinking, have been published worldwide. His acclaimed book on public speaking, Working the Room: How to Move People to Action through Audience-Centered Speaking, was published by Harvard Business Review Press in 2003 and reprinted in paperback in 2005 as Give Your Speech, Change the World: How to Move Your Audience to Action. His book on authentic communication, Trust Me, was published by Jossey-Bass in January 2009. His book on communication and brain science, Power Cues: The Subtle Science of Leading Groups, Persuading Others, About_the_Author.indd 269
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270 About the Author
and Maximizing Your Personal Impact, was published by Harvard Business Review Press in May 2014.
Nick served as editor of the Harvard Management Communication Letter from 1998–2003. He has written hundreds of articles for local and national publications, and appears frequently on radio and TV. Nick is a former fellow at the Center for Public Leadership at the Harvard Kennedy School of Government.
After earning his PhD in literature and rhetoric, Nick spent a number of years teaching Shakespeare and public speaking at the University of Virginia, Lehigh University, and Princeton University. He first started writing speeches for Virginia Gover-nor Charles S. Robb and went on to found his own communications consulting organization, Public Words, in 1997.
Nick attributes his success to his honest and direct approach that challenges even the most confident orators to rethink how they communicate.
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Document Outline
Copyright
Contents
Prologue
Introduction
Part 1: The Five Basic Problems with Virtual Communications Ch 1: The Lack of Feedback
Ch 2: The Lack of Empathy
Ch 3: The Lack of Control
Ch 4: The Lack of Emotion
Ch 5: The Lack of Connection and Commitment
Part 2: Specific Techniques for Specific Digital Channels Ch 6: Email, Email Alternatives, and Texting
Ch 7: The Conference Call
Ch 8: The Webinar
Ch 9: The Chat Session
Ch 10: Sales
Conclusion
Notes
Index
Acknowledgments
About the Author