Transcript Sample question 1

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:
 Communication Concepts, Tools and Techniques
 Presenting Facility Management Information
 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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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To Capture Attention
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To Reinforce Points
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To Organize Information
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Guidelines for Using Flip Charts
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Computer-Based Media
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Listening Skills
CFM Roundtable Webinar January 12, 2010
Communication Concepts
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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
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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 …
•
•
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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:
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Technology across the enterprise and in the built
environment.
•
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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
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 (McAdam & McCreedy 2000) (Thompson & Walsham 2004).
CFM Roundtable Webinar October 12, 2010
Technology
Using Technology as a Tool to Manage Facilities
BIM – Building Information Modeling
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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)
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Security
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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
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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
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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
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Determine components necessary to achieve an integrated
approach to fm technology systems
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Develop priorities list and phasing plan for implementing
the various technology components
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Determine how the technology can support the long term
vision of integrated fm systems
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Prepare Strategic Technology plan
CFM Roundtable Webinar October 12, 2010
Technology
Product Selection
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Needs, Standards, Requirements
Product Lifecycles and Obsolescence
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Hardware
Software
CFM Roundtable Webinar October 12, 2010
Technology
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
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 ???
Questions ???
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)
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