Greater Orlando IFMA Chapter CFM Roundtable Webinar October
Greater Orlando IFMA Chapter CFM Roundtable Webinar October 12, 2010 presented by The Greater Orlando IFMA Chapter and Our major sponsors Cubix, OR&L, and Workplace Resource of Central Florida
Progress toward the CFM goal I. Self – assessment (25%) II. Study (50%) III. Comprehensive exam review (75%) IV. PMA (Positive Mental Attitude) V. Exam (100%) CFM Roundtable Webinar October 12, 2010
Today’s Competencies Communications Presented by Tarzan Frazier, CFM & Technology Presented by Geoff Allen, CFM LEED AP CFM Roundtable Webinar January 12, 2010
Today’s Presenters Geoff Allen, CFM LEED AP Office Manager AECOM Achieved CFM 1995, 2005 Geoff is a career facility manager. Starting as a systems furniture installer, Geoff has won awards in organizations large and small over the last 31 years in all manner of facility and operations management. CFM Roundtable Webinar May 11, 2010
Today’s Presenters Tarzan A. Frazier, CFM Manager, Energy Management Orange County Government, Florida Achieved CFM 2009 Over thirty years in the public and private sectors of construction and facility management, including federal contract administration and operational/maintenance of major facilities in federal and local governments. A Licensed Real Estate Professional, AS & BS degree in Business Administration A 5 year member of the International Facility Management Association (IFMA) and a Certified Facility Manager. CFM Roundtable Webinar February 9, 2010
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: ü Communication Concepts, Tools and Techniques ü Presenting Facility Management Information ü Facility Management Communication activities and challenges CFM Roundtable Webinar January 12, 2010
Communication Content 1. Self – Image 2. FM Communications Challenge 3. Internal Channels 4. External Channels 5. 4 -STEP Persuasion 6. Negotiations 7. Contract Administration 8. In Person Etiquette 9. Online Meetings 10. Written Communication 11. Facilities Department Annual Report 12. Project Proposal 13. Business Presentations 14. Marketing Your Dept. and Services 15. Web-Based Tools 16. Using Visual Aids 17. Personality Types 18. Managing the Process CFM Roundtable Webinar January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
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 (from the center versus the edge) Personality CFM Roundtable Webinar January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts The FOUR-STEP Persuasion Process 1. Exploring needs and goals 2. Creating and selecting a solution 3. Committing to an action plan 4. Assuring success by identifying, monitoring and measuring results. CFM Roundtable Webinar January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts Five Key Elements of Negotiations 1. Know your opponent 2. Set the rules 3. Understand the challenges 4. Introduce new alternatives 5. Go for agreement/closure CFM Roundtable Webinar January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts Contract Administration 1. Who is involved? 2. What is the customer’s level of authority? 3. Control access to job sites 4. Using jargon 5. Outrageous requests 6. Need to know 7. What’s it going to cost? 8. Legal issues CFM Roundtable Webinar January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts In Person Etiquette • Meetings • Meeting Pacing • Agenda • Formality • Timing • Participants • Format • Leader CFM Roundtable Webinar January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
Communication Concepts ü ü ü ü ü 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 January 12, 2010
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 January 12, 2010
Communications Sample Question # 1 Which of the following affect the degree of the formality of a meeting: (choose 3) A. A highly structured agenda B. The positions of the attendees C. Having fewer rules of conduct D. The surroundings E. The use of technology in the meeting F. The reason the meeting was scheduled CFM Roundtable Webinar January 12, 2010
Answer to Sample Question # 1 Which of the following affect the degree of the formality of a meeting: (choose 3) A. A highly structured agenda B. The positions of the attendees C. Having fewer rules of conduct D. The surroundings E. The use of technology in the meeting F. The reason the meeting was scheduled CFM Roundtable Webinar January 12, 2010
Communications Sample Question # 2 2. In what way can you best communicate the magnitude of change order costs to decisionmakers? 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 January 12, 2010
Answer to Sample Question # 2 2. In what way can you best communicate the magnitude of change order costs to decisionmakers? 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 January 12, 2010
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 January 12, 2010
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 January 12, 2010
Communications Sample Question # 4 4. Which of the following are good negotiating strategies? (Choose 3) A. Never assume that money is the bottom line B. Narrow negotiations down to one issue at a time C. Make assumptions about what the other party wants. D. Power is the single most important element E. Time is critical in negotiating CFM Roundtable Webinar January 12, 2010
Answer to Sample Question # 4 4. Which of the following are good negotiating strategies? (Choose 3) A. Never assume that money is the bottom line B. Narrow negotiations down to one issue at a time C. Make assumptions about what the other party wants. D. Power is the single most important element E. Time is critical in negotiating CFM Roundtable Webinar January 12, 2010
Summary Communications Remember, a competent FM should know … • • • Understand Audience and Types of Communications Present Facility Management Information Be Prepared to Communicate Facilities Management Activities and Challenges in all Situations CFM Roundtable Webinar January 12, 2010
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 October 12, 2010
Technology There are 2 competencies in the Technology area: 1) Plan, Direct, Manage and/or Support the Organization’s Technological 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 October 12, 2010
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, Proj mgmt, asset mgt, cost analysis, etc. , and use technology to increase productivity in the FM department and larger organization. CFM Roundtable Webinar October 12, 2010
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 October 12, 2010
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 (Mc. Adam & Mc. Creedy 2000) (Thompson & Walsham 2004). CFM Roundtable Webinar October 12, 2010
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 October 12, 2010
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)
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 October 12, 2010
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 October 12, 2010
Technology Components of a Strategic Technology Plan 3) Strategic Technology Plan • Determine components necessary to achieve an integrated approach to fm technology systems • Develop priorities list and phasing plan for implementing the various technology components • Determine how the technology can support the long term vision of integrated fm systems • Prepare Strategic Technology plan CFM Roundtable Webinar October 12, 2010
Technology Product Selection • • Needs, Standards, Requirements Product Lifecycles and Obsolescence • • Hardware Software CFM Roundtable Webinar October 12, 2010
Technology Optimization Process: From page 110 in the CFM Exam Course Manual : 1 – Stakeholder requirements 2 – Strategic Technology Plan 3 – Process Analysis 4 – Evaluation and Selection 5 – Implementation 6 – Operation CFM Roundtable Webinar October 12, 2010
Technology Optimization Process: (continued) 6 – Operation 7 – Management (assessments, quantify value) 8 – Future Issues / Upgrades 9 – Re-Assess : is it meeting Stakeholder requirements CFM Roundtable Webinar October 12, 2010
Technology Recap A CFM will know how to 1)Plan, Direct, Manage and/or Support the Organization’s Technological Infrastructure, i. e. ; all systems supporting the enterprise’s voice, information, data, building systems, and media operating systems. CFM Roundtable Webinar October 12, 2010
Technology Recap A CFM will know how to 2) Ensure appropriate technologies are assessed, implemented, and maintained to support the “business” of FM, and use technology to increase productivity in the FM department and larger organization. CFM Roundtable Webinar October 12, 2010
Sample question 1 1. The integration of comprehensive automated systems into FM processes has several benefits. Select the best benefits (choose 2) A. Provide better data for budgeting and estimating purposes B. Reduce utility costs. C. Overcome the issue of being a support function. D. Reduce labor costs. CFM Roundtable Webinar October 12, 2010
Sample question 1 1. The integration of comprehensive automated systems into FM processes has several benefits. Select the best benefits (choose 2) A. Provide better data for budgeting and estimating purposes B. Reduce utility costs. C. Overcome the issue of being a support function. D. Reduce labor costs. CFM Roundtable Webinar October 12, 2010
Sample question 2 The development and use of a “Web-based” project management system is most advantageous because it allows for: A. Storage of project records in one place. B. Interaction between project team members on a real time basis. C. Virtual meetings. D. The ease of updating schedules. CFM Roundtable Webinar October 12, 2010
Sample question 2 The development and use of a “Web-based” project management system is most advantageous because it allows for: A. Storage of project records in one place. B. Interaction between project team members on a real time basis. C. Virtual meetings. D. The ease of updating schedules. CFM Roundtable Webinar October 12, 2010
Sample question 3 You are responsible for developing a disaster recovery plan for your company’s automated systems. What are the most common problems of an effective IT disaster recovery plan? (choose 2) A. Plan focuses on keeping the computer systems running and not keeping the business operational. B. The plan cannot be accomplished. C. The plan is not closely coordinated between IT and FM. D. IT and CFO personnel develop detailed plans. CFM Roundtable Webinar October 12, 2010
Sample question 3 You are responsible for developing a disaster recovery plan for your company’s automated systems. What are the most common problems of an effective IT disaster recovery plan? (choose 2) A. Plan focuses on keeping the computer systems running and not keeping the business operational. B. The plan cannot be accomplished. C. The plan is not closely coordinated between IT and FM. D. IT and CFO personnel develop detailed plans. CFM Roundtable Webinar October 12, 2010
Individual Activity- Technology Working individually, list the most significant use of technologies in your organization, for the following. First describe the technology, and second, how does it work? 1)Containing costs/Saving money 2)Ensuring client satisfaction 3)Optimizing the productivity of facilities staff 4)Communicating with your customers 5)Communicating with upper management CFM Roundtable Webinar October 12, 2010
Questions ? ? ? CFM Roundtable Webinar October 12, 2010
Progress toward the CFM goal I. Self – assessment (25%) II. Study (50%) III. Comprehensive exam review (75%) IV. PMA (Positive Mental Attitude) CFM V. Exam (100%) CFM Roundtable Webinar October 12, 2010
THANK YOU ! ! ! Don’t miss the next Webinar January 11, 2011 Thanks again to our major sponsors Our major sponsors Cubix, OR&L, and Workplace Resource of Central Florida
- Slides: 69
