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

@simonejomoore @hdaa1
simone jo moore
Communication
waves

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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

A Very Human Business
Simple, Dynamic & Powerful

Is communication…

http://www.ludssurfingpage.bravepages.com/gallery.htm
It’s Dynamic

Stepping Out!

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.

Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system

1
Idea / Concept

Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose, Vision, Values
Personality
Self Awareness

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.

Good Vibrations
Looking at the throat from above…

Five Key Elements

PositiveNegative
What image do you generate?
High
Low
9:15am
11:37am
12:25pm
1:42pm
3:24pm
4:56pm
Energy
Emotion

1
2dB
3
4

1
2dB
3
4
5 dB

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

1
2dB
5 dB
3
4
6

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’!

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

Sources & References
 http://www.hdaa.com.au/TrainingDevelopment/TrainingCourses/HDISupportCenterT
eamLeadSCTLTrainingCourse.aspx
 http://www.hdaa.com.au/Services/KnowledgeBase.aspx
 http://www.hdaa.com.au/TrainingDevelopment/TrainingCourses/HDAAStressLessTrai
ningWorkshop.aspx
 https://imbd.hdaa.com.au/csbd/csbd_info.asp?id=1
 http://simonejomoore.blogspot.com.au/
 http://www.langleygroup.com.au/
 ITSM Community Groups
 http://gf2045.com/program/
 www.123rf.com

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

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