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 www.tomorrowsfuturetoday.com
Transcript of TFT13 - Simone Jo Moore, Communication Waves, A Very Human Business
simonejomoore hdaa1
simonejomoore hdaa1
Stay connectedhellip
simonejomoore tft13
hdaa1 knowITSM
simonejomoore hdaa1
Agenda
A brief understanding of what and why commUnication is
The six step human communication process including
Good Vibrations ndash your voice waves
The E of emotion
White Noise
Filtering
Matching commUnication styles
simonejomoore hdaa1
A Very Human Business
Simple Dynamic amp Powerful
simonejomoore hdaa1
Is communicationhellip
simonejomoore hdaa1
httpwwwludssurfingpagebravepagescomgalleryhtm
Itrsquos Dynamic
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Stay connectedhellip
simonejomoore tft13
hdaa1 knowITSM
simonejomoore hdaa1
Agenda
A brief understanding of what and why commUnication is
The six step human communication process including
Good Vibrations ndash your voice waves
The E of emotion
White Noise
Filtering
Matching commUnication styles
simonejomoore hdaa1
A Very Human Business
Simple Dynamic amp Powerful
simonejomoore hdaa1
Is communicationhellip
simonejomoore hdaa1
httpwwwludssurfingpagebravepagescomgalleryhtm
Itrsquos Dynamic
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Agenda
A brief understanding of what and why commUnication is
The six step human communication process including
Good Vibrations ndash your voice waves
The E of emotion
White Noise
Filtering
Matching commUnication styles
simonejomoore hdaa1
A Very Human Business
Simple Dynamic amp Powerful
simonejomoore hdaa1
Is communicationhellip
simonejomoore hdaa1
httpwwwludssurfingpagebravepagescomgalleryhtm
Itrsquos Dynamic
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
A Very Human Business
Simple Dynamic amp Powerful
simonejomoore hdaa1
Is communicationhellip
simonejomoore hdaa1
httpwwwludssurfingpagebravepagescomgalleryhtm
Itrsquos Dynamic
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Is communicationhellip
simonejomoore hdaa1
httpwwwludssurfingpagebravepagescomgalleryhtm
Itrsquos Dynamic
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
httpwwwludssurfingpagebravepagescomgalleryhtm
Itrsquos Dynamic
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Stepping Out
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Defined
ldquothe exchange or imparting of ideas and information or a message
to another party so it can be understood and acted uponrdquo
Itrsquos 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
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Your
Server
Room
Your
WAN
Your
LAN
Central Nervous
system
Peripheral
Nervous system
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
1 Idea Concept
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Behaviour
Attitude
Motivations
Emotions
Beliefs
Purpose Vision Values
Personality
Self Awareness
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
1 2 dB
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
1 2 dB
3
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
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
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Good Vibrations
Looking at the throat from abovehellip
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Positive Negative
What image do you generate
Hig
h
Low
915am
1137am
1225pm
142pm
324pm
456pm
Energy
Emotion
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
1 2 dB
3
4
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
1 2 dB
3
4
5 dB
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
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
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
1 2 dB
5 dB
3
4
6
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Five Key Elements
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Filters
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Matching Communication Styles
Match a personrsquos energy first instead of their emotion and you will
connect with them then incorporate
Understand the other personrsquos level of proficiency
Match their vocal elements ifwhen appropriate
Match their vocabulary
Use the same level of technical terminology as they use
Your message takes your listener
on a journey from one lsquoknowingrsquo to lsquoanotherrsquo
simonejomoore hdaa1
Thank You for Listening
CONNECThellip
bull Channel Management amp Workforce Planning Can you handle your workload
bull Problem Technique Problems are Such a Problem Until You Solve Them
bull Marketing Your Support Centre Value
bull 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 amp Aprill Allen
simonejomoore hdaa1
Sources amp References
httpwwwhdaacomauTrainingDevelopmentTrainingCoursesHDISupportCenterTeamLeadSCTLTrainingCourseaspx
httpwwwhdaacomauServicesKnowledgeBaseaspx
httpwwwhdaacomauTrainingDevelopmentTrainingCoursesHDAAStressLessTrainingWorkshopaspx
httpsimbdhdaacomaucsbdcsbd_infoaspid=1
httpsimonejomooreblogspotcomau
httpwwwlangleygroupcomau
ITSM Community Groups
httpgf2045comprogram
www123rfcom
simonejomoore hdaa1
Sources amp References
httpwwwhdaacomauTrainingDevelopmentTrainingCoursesHDISupportCenterTeamLeadSCTLTrainingCourseaspx
httpwwwhdaacomauServicesKnowledgeBaseaspx
httpwwwhdaacomauTrainingDevelopmentTrainingCoursesHDAAStressLessTrainingWorkshopaspx
httpsimbdhdaacomaucsbdcsbd_infoaspid=1
httpsimonejomooreblogspotcomau
httpwwwlangleygroupcomau
ITSM Community Groups
httpgf2045comprogram
www123rfcom
