!MPACT! Communication
30
!MPACT! Communication Facillitated by Karen Ann Lam
description
3 of 5 Sessions covering various areas of communication for globeOSS
Transcript of !MPACT! Communication
!MPACT! Communication
Facillitated by Karen Ann Lam
Layers of Knowledge
Unconscious Incompetence
Conscious Incompetence
Unconscious Competence
Conscious Competence
Windows User
Malaysia Triviawhich answers were you sure you would get right? *which answers were you surprised you got right? !which questions were totally foreign and you got wrong? X which questions were vaguely familiar and you are not surprised that you got it wrong? ?
How did it come about?
Where did it come from/is it going?
What do you want specifically?
What is the purpose of this? Therefore?
Why do you want it this way?
And so?
Why is this so important?
What do you hope to achieve?
Types of Questions
Details
Opinions & Motivations
Windows User
ISSUE: Customer's complaning about slow service after number portability.Details: What are they complaining about? - cannot roam immediately after changeOpinions: Why is this issue so important? - affects our roaming partnerships => roamer assure serviceCauses: What's causing the slow down?Consequences: How does this affect operations? => hosted roaming trouble ticket systemAttributes: what other factors play a role in this issue? - existing system? infrastructure? network? Viewpoints: who are other players in this issue? - users - aware of terms? CS - able to explain and pacify? engineers - maintenance? roaming partners?Sequence: when does this happen? when did it start? What's unique Assumptions:
Types of Questions
Consequences
Causes
What are the possible causes?
What other angles are there to this?
Without these factors, would this happen?
What are the consequences?
What are the implications?
What do you predict could happen?
What elements play a role?
What are the direct and indirect contributors?
What factors influence this situation?Attributes
Viewpoints
Sequence ofEvents
Assumptions
1+1=?
How do the key players see this?What other perspectives could there be?Who are indirect parties influencing the outcome?
When did it happen?
What was happening before/during/after the incident?What is unique about the timing?
What in the scenario have I taken for granted? What are the physical, functional, operational, behavioural and strategic attributes that I haven’t verified?
Types of Questions
Windows User
Windows User22/3/2010ASSUMPTIONS - Clear in AirCustoms must be cleared upon landing. Why? With regular shipments can it not be cleared before landing?PFOBS - Peter Finds Oranges Bitter Sweet
Windows User
Windows User27/3/2010To do this, ask what your customer is doing three minutesimmediately before and three minutes after he uses your product or service. At Thomson, one of ourproducts provided investment analysts with financial earnings data. What we hadn't fully appreciated— until we applied the three-minute rule — was that immediately after getting our data, a largenumber of analysts were painstakingly importing it into Excel and reformatting it. This observation ledus to prioritize developing a more seamless Excel plug-in feature with enhanced formatting capabilityover other product development initiatives. The result was an almost immediate and very significantuplift in sales.The three-minute rule also helps highlight unique cross-selling opportunities. Many years ago, Iremember doing some ethnographic research on female drug-store shoppers. One fascinatingpattern we saw was that a significant number of women picked up a disposable camera after puttingnewborn diapers into their shopping carts. Follow-up interviews confirmed that snap-happy momswere often new moms. Placing disposable diapers close to inexpensive disposable camerasfurthered this purchase pattern and would not have otherwise been an intuitive merchandising orcross-selling strategy.Another supermarket chain in the UK found that either before or after picking up newborn diapers, shoppers tended to pick up a carton of beer. It was later found that with the new addition, couples who would usually spend their nights at the pub would now have to be home bound. So they took the pub home with them.
Begins with observation of
specific information, proceeding to draw
conclusions
Argument
Conclusion
Premise
Deductions
Windows User
The higher the stakes the more the strength of reasoning will tilt the scales.Request to jump the queue to photocopy 5 pages- without reason - 60%- with reason - 94%- with senseless reason 93%Request to jump the queue to photocopy 20 copies- without reason - 24%- with senseless reason - 24%- with good reason - 48%
Begins with observation of
specific information, proceeding to draw
conclusions
Mobile operators will be in need of more value-added
services
Malaysia’s mobile penetration rate in 2009 was 100.8%
Need to develop more forecasting tools
Deductions
Begins with observation of
specific information, proceeding to draw
conclusions
Malaysia’s mobile penetration rate in 2009 was 100.8%
Need to develop more forecasting tools
Deductions
With customers having more than one phone, there will be demand for
more value-added services. Operators will be under pressure to preempt the next wave of services to stay competitive. One of these
services is forecasting to predict the next consumer trend.
The Wheel of Crucial Conversations
Admit & Question
own Feelings
Build Bridges
Express Appreciation
Acknowledge Autonomy
Recognise Value
Reconsider Other’s
Intentions
Gather Facts
Prepare to Engage
WordComm Training & Consultancy !MPACT! Presentation
The 6 Principles of !MPACT! Presentations
In-depth
Momentum
Personable
Anecdotal
Confident Non-Verbals
Talk to the Ears
- go deep not wide
- attention span is short
- buy on emotion, justify on logic- what’s the story
- actions & voice speak louder than words
- be heard like a book
Conceptualising your Presentation with The Rule of Three
The 3 Stepsto
What are 3 things your
audience wants to know?
Presentation
Conceptualisingyour
RFP from CityCell
• Handling of SLA creation and management.• Providing KQI / KPI management from various
perspective; e.g. customer, service, network, operations and geography.
• Providing open standards and easily expandable based on off-the-shelf components.
• Allowing changes to be made on the service model without writing any codes. It can be easily configured by end-users.
• Providing service alarms and configurable alerts.
Manage Service Quality
Open Standard
sService Alarms
The 3 Stepsto
What are 3 things your
audience wants to know?
Presentation
Conceptualisingyour
What are 3 things you’d want your audience to know about what they want to know?
RFP from CityCellManage Service Quality
Open Standard
s
Service Alarms
Manage Service Quality Flexibly
Open Standards that are
compatible
Proactive Fault
Management
Pattern It
Alliteration– Definite Dividend Protection, Dynamic
Growth, Diverse Asset Allocation– Assured Dividend Protection, Attractive
Growth, Active Asset Allocation
RFP from CityCellManage Service Quality
Open Standard
s
Service Alarms
Manage Service Quality Flexibly
Open Standards that are
compatible
Proactive Fault
Management
Consistent with current
quality management of services
Configurable to current
data models
Capable of proactive
service alarms
18www.globeoss.com
Creating Possibilities
MCTel Requirement
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1) The ability to detect subscribers attaching with 'incorrect credentials' into the network.
2) The ability to detect the time away from the network for these subscribers and correlate this data with the data ARPU to work out the revenue loss.
3) The ability to detect usage per service on the Gp/Gn interfaces before and after the introduction of an OTA service to work out the ARPU increase. MCTEL will provide MSISDN in this instance.
Detect Subscriber
s
Detect Time Away
Detect Usage
Pattern It
Alliteration– Definite Dividend Protection, Dynamic
Growth, Diverse Asset Allocation– Assured Dividend Protection, Attractive
Growth, Active Asset Allocation
Acrostic
Uncompromising Dividend ProtectionOpportunistic Asset Allocation
Bullish Growth
Capable of proactive
service alarms
Configurable to current
data models
Consistent with current
quality management of services
RFP from CityCellOpen
standards Scalable architecture
SoundService
Monitors
Pattern It
Rhyme• Generate ideas
• Analyst makes recommendation
• Stock is selected
Idea Generation
Analyst Recommendation
Stock Selection
RFP from CityCellOpen
standards Scalable Architecture
Proactive FaultMgmt
Open standardsIntuitive Mgmt of Service Levels
Inter-operative platform
23www.globeoss.com
Creating Possibilities
MCTel Requirement
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1) The ability to detect subscribers attaching with 'incorrect credentials' into the network.
2) The ability to detect the time away from the network for these subscribers and correlate this data with the data ARPU to work out the revenue loss.
3) The ability to detect usage per service on the Gp/Gn interfaces before and after the introduction of an OTA service to work out the ARPU increase. MCTEL will provide MSISDN in this instance.
Detect Subscriber
s
Protect Revenue
Inspect Usage
Pattern It
Rhyme• Idea Generation • Analyst Recommendation• Stock Selection
Consistent Forms• Diversified Portfolio• Strategy for Growth• Asia ex Japan Team
Diversified InvestmentsRigorous Process
Experienced Team
RFP from CityCell
Proactive FaultMgmt
Intuitive Mgmt of Service Levels
Inter-operative platform
Flexible Measure
of Service Quality
Scalable Archi-
tecture
Proactive Service
Monitors
Low in Weight - Portable
Low in Power
Consumption -
Adaptable
High in Space - Reliable
Givng TrueMove Mobility in a Mobile
World
What Makes a Good Headline?
• Short• Catchy• Present Tense• Contains verbs, preferably• Addresses your audience’s interest• Concrete
WordComm Training & Consultancy !MPACT! Presentation
RFP from CityCell
Proactive FaultMgmt
Intuitive Mgmt of Service Levels
Inter-operative platform
Flexible Measure
of Service Quality
Scalable Archi-
tecture
Proactive Service
Monitors
Taking CityCell onto the Next Lap
The 3 Stepsto
What are 3 things your
audience wants to know?
Presentation
Conceptualisingyour
What are 3 things you’d want your audience to know about what they want to know?
Chunk your presentation
around your 3 main points
Flexible Measure
of Service Quality
Scalable Archi-
tecture
Proactive Service
Monitors
Taking CityCell onto the Next Lap
With globeOSS
iSM
• Service Studio Modelling• Dashboard• KQI/KPI calculations• Monitoring
• Thresholding• Service Bus
• Adaptor Devt Kit
