TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business


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This is a life skill as much as a business skill that all individuals use. If communicating with impact and influence was so easy, everyone would be effective communicators.
Have you ever wanted to manipulate your way into and out of any conversation? If you said yes, then vote for this topic and learn to understand and use this dynamic yet simple communication exchange that happens between people.
There is a natural tension that builds when you see a person approaching you and whether the energy fades into nothing or becomes a ride-able wave depends on your skill to find the sweet spot.
We’re Professional Communicators, not blind, standard break-fix auto-bots. To manage services and expectations, we need the skill to communicate clearly, concisely and deliver understanding of our services, its impacts on the customer and the business overall.
Increase your skill for maximum balance, stability and manoeuvrability in your conversations. You’ll create easier and more productive relationships with your customers, team mates and managers. But watch out, you still may wind up eating sand!

To find out more about TFT, the only 24 hour global virtual ITSM conference, visit

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TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business

  1. 1. @simonejomoore @hdaa1 simone jo moore Communication waves
  2. 2. @simonejomoore @hdaa1 Stay connected… @simonejomoore #tft13 @hdaa1 #knowITSM
  3. 3. @simonejomoore @hdaa1 Agenda  A brief understanding of what and why commUnication is  The six step human communication process including:  Good Vibrations – your voice waves  The E of emotion  White Noise  Filtering  Matching commUnication styles
  4. 4. @simonejomoore @hdaa1 A Very Human Business Simple, Dynamic & Powerful
  5. 5. @simonejomoore @hdaa1 Is communication…
  6. 6. @simonejomoore @hdaa1 It’s Dynamic
  7. 7. @simonejomoore @hdaa1 Stepping Out!
  8. 8. @simonejomoore @hdaa1 Defined  “the exchange or imparting of ideas and information, or a message to another party so it can be understood and acted upon.”  It’s more than the act of speaking, writing, listening, or reading  It deals with the exchange of thoughts, messages, and information.  The process of communication seems simple: people take turns speaking, interpreting, and listening.
  9. 9. @simonejomoore @hdaa1 Your Server Room Your WAN Your LAN Central Nervous system Peripheral Nervous system
  10. 10. @simonejomoore @hdaa1 1 Idea / Concept
  11. 11. @simonejomoore @hdaa1 Behaviour Attitude Motivations Emotions Beliefs Purpose, Vision, Values Personality Self Awareness
  12. 12. @simonejomoore @hdaa1
  13. 13. @simonejomoore @hdaa1 1 2dB
  14. 14. @simonejomoore @hdaa1 1 2dB 3
  15. 15. @simonejomoore @hdaa1 The Key? The voice is what infuses the words with magic And more importantly, in the human brain, sound is processed before words Convey this through our voice.
  16. 16. @simonejomoore @hdaa1 Good Vibrations Looking at the throat from above…
  17. 17. @simonejomoore @hdaa1 Five Key Elements
  18. 18. @simonejomoore @hdaa1 Five Key Elements
  19. 19. @simonejomoore @hdaa1 Five Key Elements
  20. 20. @simonejomoore @hdaa1 Five Key Elements
  21. 21. @simonejomoore @hdaa1
  22. 22. @simonejomoore @hdaa1 PositiveNegative What image do you generate? High Low 9:15am 11:37am 12:25pm 1:42pm 3:24pm 4:56pm Energy Emotion
  23. 23. @simonejomoore @hdaa1 1 2dB 3 4
  24. 24. @simonejomoore @hdaa1 1 2dB 3 4 5 dB
  25. 25. @simonejomoore @hdaa1 Noise  In any communication model, noise is interference with the decoding of messages sent over a channel by an encoder.  Environmental  Physiological-Impairment  Semantic  Syntactical  Organisational  Cultural  Psychological
  26. 26. @simonejomoore @hdaa1 1 2dB 5 dB 3 4 6
  27. 27. @simonejomoore @hdaa1 Five Key Elements
  28. 28. @simonejomoore @hdaa1 Filters
  29. 29. @simonejomoore @hdaa1
  30. 30. @simonejomoore @hdaa1 Matching Communication Styles  Match a person’s energy first instead of their emotion and you will connect with them, then incorporate:  Understand the other person’s level of proficiency  Match their vocal elements, if/when appropriate  Match their vocabulary  Use the same level of technical terminology as they use Your message takes your listener on a journey from one ‘knowing’ to ‘another’!
  31. 31. @simonejomoore @hdaa1
  32. 32. @simonejomoore @hdaa1 Thank You for Listening CONNECT… • Channel Management & Workforce Planning Can you handle your workload? • Problem Technique Problems are Such a Problem Until You Solve Them! • Marketing Your Support Centre Value • The Service Desk is Irrelevant Hot Topic Great Debate 23-25 July 2013 Knowledge Centred Support (KCS) the Know How to Know How! with Simone Jo Moore & Aprill Allen
  33. 33. @simonejomoore @hdaa1 Sources & References  eamLeadSCTLTrainingCourse.aspx   ningWorkshop.aspx     ITSM Community Groups  