unit 103 introduction to the facilities industry
Post on 19-Oct-2014
208 views
DESCRIPTION
TRANSCRIPT
Unit 103 Introduction to Working in
the Facilities Industry
Employment in the Facilities Industry
Aims and Objectives for this unit:
Cover topics such as:Places of work in the facilities industryService areas within the industryJob rolesProgress opportunitiesWorking as part of a team
Places of Work - Facilities
Health care premisesSchools/collegesCommunity CentresHotelsPublic buildingsTransport servicesAmenitiesHousing OfficesPrisons
Service Areas Within the Industry
Catering Caretaking Cleaning Security Waste & Recycling Works
Grounds maintenance Portering Hospitality Transport Building maintenance
Job roles-Soft and Hard FMSoft Services
◦ Cleaning◦ Receptionist◦ Portering◦ Grounds maintenance◦ Housekeeping◦ Laundry◦ Caretaking◦ Refuse operatives
Hard Services◦ Engineers◦ Electricians◦ Plumbers◦ Security systems
Progression Through the Industry
Qualifications
Work relatedPersonal skillsTeam leadingSupervisoryManagement
Professional DevelopmentWork shadowingVolunteer workCourses and seminarsExhibitionsReading publicationsExpand knowledge
Personal attributes to assist:
Presenting a positive image
Communication
Working with customers and others
Team work
Image of Organisation
Positive image
Your overall appearanceYour body languageYour facial expressionsYour eye contactCommunication AttitudeWork ethicStandard of work
Represent
Your employerYour teamYour buildingYour colleaguesTown/City?
What is body language?
Body language is made up of a whole range of
features many of which we combine together
without ever thinking about what it is we are doing
or what we are expressing.
You looking at me?
Eye contact
Helping to establishing rapport
Dishonest or having something to hide?
Turn taking during conversation
Indicate that they want to interrupt
No longer wants to listen will avoid eye contact
Understanding with a single look
Way of communicating attraction
If looks could…
Facial expression
Mood
Attitude
Understanding
Confusion
Whole range of other things
Effective communication Your facial expressions can give a lot away about how you are feeling or what you may be thinking.
Would you be happy to deal with any of these customers?
Give me some room!!!
Proximity
British people require a lot of 'private space'
very uncomfortable
signal attraction
something that can easily be misinterpreted
Uninterested? Me?
Posture
Conveys a whole range of attitudes
Interest or the lack of it
Degrees of respect or subordination
Gesture….
Hand gestures can convey a range of meanings
Hand gestures to illustrate their stories
Form part of punctuation
"it's over there."
"I want that one."
Positive image
Giving a good impression ?
Arriving on time
Being courteous and helpful
Working to the standard required
Responding positively to requests
Present a positive personal image of yourself and your organisation
Present a positive personal image of yourself and your organisation
Effective communicationCommunication
Passing of information by: Body language/expressions/gestures Reading/writing Speaking/listening Use your eyes…
Breakfast task
Working as a Team
Increases energy and creativity
Makes the most of a range of
skills and knowledge
Improves understanding,
communication and a sense of
shared purpose
Improves efficiency
Listening - it is important to listen to other people's ideas. When people are allowed to freely express their
ideas, these initial ideas will produce other ideas.
Discussing - it is important to discuss your ideas with your teammates until you agree.
Questioning - it is important to ask questions, interact, and discuss the objectives of the team
Persuading - individuals are encouraged to exchange, defend, and then to ultimately rethink their ideas.
Respecting - it is important to treat others with respect and to support their ideas.
Helping - it is crucial to help one's co-workers, which is the general theme of teamwork.
Sharing - it is important to share with the team to create an environment of teamwork.
Participating - all members of the team are encouraged to participate in the team. (Usually consist of
three or more people)
Communicating - For a team to work effectively it is essential team members acquire communication
skills and use effective communication channels between one another e.g. using email, group meetings and so on.
This will enable team members of the group to work together and achieve the team's purpose and goals.
Team briefings improve communication and effectiveness
Changes or improvements?
How to tell customers
or staff members?
Why is it important to
change/improve?
What does this mean for us?
When things don’t just run smoothly…Differences of opinion
Within life not everything always runs smoothly. At work differences of opinion may occur that fall into two groups. These may be work related or Personal.
Examples may include:
Work related
Personal related
Resolution…
Dealing with the problem
Seeing the person involvedInvolving a neutralDiscuss with supervisorInvolve HR/PersonnelUnion representationCitizens Advice Bureau
Present a positive personal image of yourself and your organisation
Dealing with customers
Limits of your own authorityInformation current, up to date, conciseConfidentialityWho to refer to if unsure?