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Greater Orlando IFMA Chapter CFM Roundtable Webinar 10 January 2012 PowerPoint Presentation
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Greater Orlando IFMA Chapter CFM Roundtable Webinar 10 January 2012
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  1. Greater Orlando IFMA Chapter CFM Roundtable Webinar10 January 2012 presented by The Greater Orlando IFMA Chapter and Our major sponsors All Star Lighting Inc., Cubix, Innovative Service Solutions (ISS), and Workplace Resource of Central Florida

  2. Progress toward the CFM goal Self – assessment (25%) Study (50%) Comprehensive exam review (25%) PMA (Positive Mental Attitude) Exam (100%) CFM Roundtable Webinar 10 January 2012

  3. Today’s Competencies: Communications & Technology Presented by Ramona Livingston, CFM CFM Roundtable Webinar 10 January 2012

  4. Today’s Presenter Ramona Livingston, CFM, MIS Facilities Manager, Orlando FL South FM Group The Church of Jesus Christ of Latter-day Saints Nearly 12 years in facilities management, managing religious facilities throughout the state of Florida. Currently serving on the Orlando chapter board of directors as the community relations chair. Achieved CFM in February 2011. CFM Roundtable Webinar 10 January 2012

  5. Communications Communication permeates every aspect of our daily lives; apart from your intellectual ability, there is very little else that influences people’s perceptions of you as much as your ability to communicate! • A competent FM should have a general working knowledge and understanding of the following: • Communication concepts, tools and techniques • Presenting facility management Information • Facility management communication activities and challenges CFM Roundtable Webinar 10 January 2012

  6. Communication Content Self – Image FM Communications Challenge Internal Channels External Channels 4-STEP Persuasion Negotiations Contract Administration In Person Etiquette Online Meetings Written Communication Facilities Department Annual Report Project Proposal Business Presentations Marketing Your Dept. and Services Web-Based Tools Using Visual Aids Personality Types Managing the Process CFM Roundtable Webinar 10 January 2012

  7. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  8. Communication Concepts Self – Image • People notice these characteristics first: • Face and eyes • Body • Clothes • Tone of voice • Word choice • Key contributors to that all important first impression: • Voice • Appearance • Energy • Linguistic style • Personality CFM Roundtable Webinar 10 January 2012

  9. Communication Concepts • Self – Image • FM Communications Challenges • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  10. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  11. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  12. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  13. Communication Concepts The FOUR-STEP Persuasion Process • Exploring needs and goals • Creating and selecting a solution • Committing to an action plan • Assuring success by identifying, monitoring and measuring results. CFM Roundtable Webinar 10 January 2012

  14. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  15. Communication Concepts Five Key Elements of Negotiations • Know your opponent • Set the rules • Understand the challenges • Introduce new alternatives • Go for agreement/closure CFM Roundtable Webinar 10 January 2012

  16. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  17. Communication Concepts Contract Administration • Who is involved? • What is the customer’s level of authority? • Control access to job sites • Using jargon • Outrageous requests • Need to know • What’s it going to cost? • Legal issues CFM Roundtable Webinar 10 January 2012

  18. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  19. Communication Concepts In Person Etiquette • Meeting Pacing • Formality • Participants • Leader • Meetings • Agenda • Timing • Format CFM Roundtable Webinar 10 January 2012

  20. Communication Concepts • Self – Image • FM Communications Challenge • Internal Communication Channels • External Communication Channels • The FOUR-STEP Persuasion Process • Negotiations • Contract Administration • In Person Etiquette • Online Meetings CFM Roundtable Webinar 10 January 2012

  21. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  22. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  23. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  24. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  25. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  26. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  27. Communication Concepts Highly Effective FM Web Sites Include • FM Department Overview • Mission • Vision • Values • Service Offerings • Who in the staff • Customer Tools • Employee Information – Phone Numbers/Mail Stops/Locations • Work Requests • Way-finding Tools • (conference rooms, amenities) • FM Department Service • Commitments • Performance Measures • Daily Menus • Conference Room/Catering • Reservation –Support • Customer Feedback • Mechanisms • Newsletters CFM Roundtable Webinar 10 January 2012

  28. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  29. Communication Concepts Using Visual Aids • To Capture Attention • To Reinforce Points • To Organize Information • Guidelines for Using Flip Charts • Computer-Based Media • Listening Skills CFM Roundtable Webinar 10 January 2012

  30. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  31. Communication Concepts • Written Communication • Facilities Department Annual Report • Project Proposal • Business Presentations • Marketing Your Dept. and Services • Web-Based Tools • Using Visual Aids • Personality Types • Managing the Process CFM Roundtable Webinar 10 January 2012

  32. Examination Questions for Communications Following are four Sample Questions that you will likely see something very similar to in your CFM Examination CFM Roundtable Webinar 10 January 2012

  33. Communications Sample Question # 1 • Which of the following affect the degree of the formality of a meeting: (choose 3) • A highly structured agenda • The positions of the attendees • Having fewer rules of conduct • The surroundings • The use of technology in the meeting • The reason the meeting was scheduled CFM Roundtable Webinar 10 January 2012

  34. Answer to Sample Question # 1 • Which of the following affect the degree of the formality of a meeting: (choose 3) • A highly structured agenda • The positions of the attendees • Having fewer rules of conduct • The surroundings • The use of technology in the meeting • The reason the meeting was scheduled CFM Roundtable Webinar 10 January 2012

  35. Communications Sample Question # 2 2. In what way can you best communicate the magnitude of change order costs to decision-makers?     A. Insist representatives of executive management attend all meetings     B. Have end-user representation at each meeting and ask them to initial documents and minutes     C. Maintain a cuts-and-adds lists of credits and overruns for executive review     D. Send minutes of meetings to executives for their review and sign-off CFM Roundtable Webinar 10 January 2012

  36. Answer to Sample Question # 2 2. In what way can you best communicate the magnitude of change order costs to decision-makers?     A. Insist representatives of executive management attend all meetings     B. Have end-user representation at each meeting and ask them to initial documents and minutes     C. Maintain a cuts-and-adds lists of credits and overruns for executive review     D. Send minutes of meetings to executives for their review and sign-off CFM Roundtable Webinar 10 January 2012

  37. Communications Sample Question # 3 3. In a hazardous substance release emergency, under OSHA regulations, the first responder awareness level must take action to:   A. Contain the release     B. Evacuate occupants     C. Notify the proper authorities     D. Stop the release CFM Roundtable Webinar 10 January 2012

  38. Answer to Sample Question # 3 3. In a hazardous substance release emergency, under OSHA regulations, the first responder awareness level must take action to: A. Contain the release     B. Evacuate occupants     C. Notify the proper authorities     D. Stop the release CFM Roundtable Webinar 10 January 2012

  39. Communications Sample Question # 4 • 4. Which of the following are good negotiating strategies? (Choose 3) • Never assume that money is the bottom line • Narrow negotiations down to one issue at a time • Make assumptions about what the other party wants. • Power is the single most important element • Time is critical in negotiating CFM Roundtable Webinar 10 January 2012

  40. Answer to Sample Question # 4 • 4. Which of the following are good negotiating strategies? (Choose 3) • Never assume that money is the bottom line • Narrow negotiations down to one issue at a time • Make assumptions about what the other party wants. • Power is the single most important element • Time is critical in negotiating CFM Roundtable Webinar October 11, 2011

  41. Summary Communications • Remember, a competent FM should… • Understand Audience and Types of Communications • Be able to Present Facility Management Information • Be Prepared to Communicate Facilities Management Activities and Challenges in all Situations CFM Roundtable Webinar 10 January 2012

  42. Technology The competent facility manager should have a general understanding and a working knowledge of the following: • Technology across the enterprise and in the built environment. • Using technology as a tool to manage facilities • Strategies for selecting, managing, and optimizing FM technology. CFM Roundtable Webinar 10 January 2012

  43. Technology There are 2 competencies in the Technology area: Plan, Direct, Manage and/or Support the Organization’s Technological Infrastructure Infrastructure technologies include all systems supporting the enterprise’s voice, information, data, building systems, and media operating systems. May include cabling and network at 3 levels; workstation, building, and multi-media rooms, conferencing centers, etc. CFM Roundtable Webinar 10 January 2012

  44. Technology 2) Plan, Direct, and Manage FM Business and Operational Technologies The competent FM will ensure appropriate technologies are assessed, implemented, and maintained to support the “business” of FM. Ex: CAFM, CMMS, CAD, Project management, asset management, cost analysis, etc., and use technology to increase productivity in the FM department and larger organization. CFM Roundtable Webinar 10 January 2012

  45. Technologies Impacting Facilities Operation & Management: Enterprise Wide Technology – helps business : collaborate, innovate, differentiate (Sharepoint, intranets) Enterprise Resource Planning: a system that is used to manage and coordinate all the resources, information, and functions of a business - Manufacturing – Sales – Finance – Human Resources - Knowledge Management CFM Roundtable Webinar 10 January 2012

  46. Technology ? Knowledge Management efforts typically focus on organizational objectives such as improved performance, competitive advantage, innovation, the sharing of lessons learned, integration and continuous improvement of the organization. KM efforts overlap with organizational learning, and may be distinguished from that by a greater focus on the management of knowledge as a strategic asset and a focus on encouraging the sharing of knowledge. KM efforts can help individuals and groups to share valuable organizational insights, to reduce redundant work, to avoid reinventing the wheel per se, to reduce training time for new employees, to retain intellectual capital as employees turnover in an organization, and to adapt to changing environments and markets (McAdam & McCreedy 2000) (Thompson & Walsham 2004). CFM Roundtable Webinar 10 January 2012

  47. Technology Using Technology as a Tool to Manage Facilities BIM – Building Information Modeling • CAFM - CMMS • Maintenance Management Systems • Asset Management • Space Management • Project Management • Move Management CFM Roundtable Webinar 10 January 2012

  48. Lobby of Hyatt Hotel from top floor of the Jin Mao Tower, Shanghai Technology Using Technology as a Tool to Manage Facilities (cont) • Security • CCTV • Access control • Energy / Power Management • Fireand Life Safety • Building Automation and Control • Real Estate Portfolio (leases, property, rent, expenses, etc)

  49. Technology Components of a Strategic Technology Plan 1) Determine Constituents of the Technology review team • Analyze Current Facility Technologies • Review the Team’s shared goal statement and confirm it reflects the needs of the organization • Interview staff and stakeholders from top to bottom CFM Roundtable Webinar 10 January 2012

  50. Technology Components of a Strategic Technology Plan 2) Technology Industry Overview • Introduce Team to relative, available FM tools • Provide broad overview of available applications • Provide case studies of clients using technology in concert with other facility management tools CFM Roundtable Webinar 10 January 2012