190 Index Meir, Golda, 160 metaphors, use of, in business communication, 128­129 mispronunciation, avoidance of, 64­65 Molière, 173 monotone speech, avoidance of, 70, 71­72, 73, 74 Mother Teresa, 3­4 movies and movie stars, 23­24, 39­40, 109, 121, 125, 128, 167, 169, 173 Nicholson, Jack, 39­40 Obama, Barack, 143­144, 173 opinions, importance of stating, 117­120 questions: asking thought- provoking, 106­107; asking well-phrased, 138­139; and demonstrative listening, 146, 147; preparing in advance for, 136; responding appropriately to, 134­136 Radner, Gilda, 19 Reagan, Ronald, 94, 126 reframing, 93­97 Reid, Thomas, 85 Roberts, Julia, 40 Robinson, Ken, 30­31 Roch, Dennis, 109 rudeness, 152, 153 Ryan, Nolan, 161, 162