TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business
1 like1,071 views
The document discusses the importance and dynamics of communication, outlining the six-step human communication process and key elements such as emotions and noise interference. It emphasizes that communication involves more than just verbal exchanges and highlights techniques for matching communication styles to enhance connection. The author's focus includes the role of voice in conveying messages and the need for effective communication strategies in business contexts.
TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business
- 1. @simonejomoore @hdaa1 simone jo moore Communication waves
- 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. @simonejomoore @hdaa1 A Very Human Business Simple, Dynamic & Powerful
- 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. @simonejomoore @hdaa1 Your Server Room Your WAN Your LAN Central Nervous system Peripheral Nervous system
- 10. @simonejomoore @hdaa1 1 Idea / Concept
- 11. @simonejomoore @hdaa1 Behaviour Attitude Motivations Emotions Beliefs Purpose, Vision, Values Personality Self Awareness
- 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. @simonejomoore @hdaa1 Good Vibrations Looking at the throat from above…
- 17. @simonejomoore @hdaa1 Five Key Elements
- 18. @simonejomoore @hdaa1 Five Key Elements
- 19. @simonejomoore @hdaa1 Five Key Elements
- 20. @simonejomoore @hdaa1 Five Key Elements
- 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
- 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
- 27. @simonejomoore @hdaa1 Five Key Elements
- 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’!
- 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. @simonejomoore @hdaa1 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