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
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
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.
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.
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
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