Silence Kills

About the Author

Scott Harvey, a former FBI-trained hostage negotiator and public information officer, brings a wealth of experience and insight into the art of communication. His background in handling high-stakes situations where effective communication can mean the difference between life and death has provided him with unique skills and perspectives. In Silence Kills: Communication Tactics to Speak with Confidence and Build Your Influence, Harvey shares his knowledge to help individuals and organizations master the critical element of success: communication.

Main Idea

The central theme of Silence Kills is the profound impact of communication on personal and professional success. Harvey argues that silence, especially in times of crisis, can be detrimental. Instead, he emphasizes the importance of speaking up with confidence, clarity, and kindness to build rapport, trust, and influence. Through detailed tactics and personal anecdotes, he provides a roadmap for overcoming fear and stress, mastering effective communication, and leading with confidence.

Table of Contents

1. Introduction
2. Phase 1: The Problem
   • Silence
   • The Brain
   • Stress
   • Fear
3. Phase 2: The Solution
   • Rapport
   • Listening
   • Kindness & Clarity
4. Phase 3: The Tactics
   • Face-to-Face
   • Phone
   • Print
   • Social Media
   • Other Media
5. Conclusion: The Debrief

Introduction

No organization is immune to crises. When a problem arises, we can either stay silent and watch the emergency unfold or communicate clearly to negotiate a positive outcome. Silence Kills serves as a training manual to help individuals and organizations not fear saying the wrong thing but instead learn the best tactics to deliver their message effectively, lead with confidence, and build trust with clients and customers. The skills outlined in this book are applicable not only in the workplace but also in personal relationships, making one a better spouse, parent, and friend.

Phase 1: The Problem

Silence

We live in a world filled with noise, yet silence often feels threatening. This is due to the difference between situational and dispositional attribution. Situational attribution assumes external factors influence someone's behavior, while dispositional attribution assumes internal factors. Without enough rapport, our brains interpret silence as a threat. Effective communication is essential to address this.

"Silence without rapport feels like we don’t care. This is why it’s important to say SOMETHING during a crisis." - Scott Harvey

The Brain

Our brains process communication in a face-to-face mode, where words only convey 7% of the message. Tone and nonverbal cues account for the remaining 93%. Understanding this helps us manage stress and fear better, enabling us to communicate more effectively during crises.

Research suggests that the majority of our communication is nonverbal. Evolutionarily, humans have relied on facial expressions, gestures, and tone to convey messages. This is why face-to-face communication is often the most effective method.