1-day course

May 9, 2012

Venue: Ramada Nord Hotel, Bucharest

Organised by RABO Academy and BIFM Training, the training arm of The British Institute of Facilities Management

• Benefit from the experience of leading UK experts in FM
• Understand the value of a professional approach to facilities management
• Improve your knowledge and skills of best practice tools and techniques
• Network with other FM professionals, and share your ideas and experience

Please download here the application form. For registrations and further details about the programme, please contact our representatives at +40214034120.

Aim

To provide a comprehensive introduction to communication skills in order to promote effective working relationships and deliver a more effective facilities management service

Objectives

By the end of this course you will be able to describe:

Why effective communication is particularly critical in the FM role

How to improve your Interpersonal skills & enhance your abilities and performance

The key elements, techniques and skills for good communication in FM

Some of the practical communication tools & techniques available

Description

This course is suitable for anyone working in facilities management who needs to develop their communication skills, improve their working relationships and be more effective in their work.

In Facilities Management, technical abilities are not enough to ensure success, because a fundamental aspect of the role is communicating with a wide variety of people.

Many facilities personnel need support to develop the “soft side” of service delivery, and communication skills can spell the difference between success and failure in getting the job done.
The FM is one of very few roles that regularly deal with all levels of personnel in the organisation, from the most senior to the most junior, and across all disciplines and specialisms. The role requires varied and highly effective communication skills, which are essential to support technical expertise.
Facilities Management involves getting things done by people for other people, which natural communicators find easy. However everyone can improve this ability, and this course has been tailored to meet the unique communication needs, concerns and challenges of FM.

Course content

Understanding Communication in FM

What’s special about FM?

Types of FM Customer

Understanding your Audience

The Elements of Good Communication

Words, tone and non-verbal communication skills

Effective Listening for FMs

Active Listening Skills

Clarification & Comprehension

Effective questioning skills for FMs

Types of questions and when to use them

Customer Communications – the good, the bad and the ugly

Giving praise

Saying No

Handling complaints

Developing a Facilities Communication Plan

Objectives and Action planning

Tips, Tools & Techniques