Words matter : communicating effectively in the new global office / Elizabeth Keating and Sirkka L. Jarvenpaa.

Communication Plus
About the authors
Our approach
Assumptions that cause trouble
New assumptions for better outcomes
Back to the scenes
The myth of the universal hearer
All information carries the same force (or does it?)
How much information?
Why don't we just have rules?
Why don't we just leave our cultural baggage at the door?
Does our native language influence the ways we think?
A model based on research with the engineers : Communication Plus
Introduction or once upon a time
Speech acts
The power of speech acts
Ways the engineers camouflaged action with language
Initiating and responding actions
Making predictions
Power relations and asking
Using technology
Hearers
Knowing your hearer
The myth of the universal hearer
Knowing yourself and your hearer
The hearer's biggest challenge : indirectness
Hearing disagreement
Overtell
Feedback
Schemas, scripts and frames : background knowledge
Correctly predicting what will happen next
Building up common ground in-the-moment and fixing common ground mistakes
Common ground in emails
Metaphors build new common ground or do they?
How technology affects common ground
Some solutions
The theory of a person is contained in greetings
More about the impact of theories of the person
Judging a person by the sounds of their language
What's not said and what could have been said.