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Unit 103 Introduction to the Facilities Industry
- 1. Unit 103 Introduction to Working in the Facilities Industry
- 2. Employment in the Facilities Industry Aims and Objectives for this unit: Cover topics such as: Places of work in the facilities industry Service areas within the industry Job roles Progress opportunities Working as part of a team
- 3. Places of Work - Facilities Health care premises Schools/colleges Community Centres Hotels Public buildings Transport services Amenities Housing Offices Prisons
- 4. Service Areas Within the Industry Catering Caretaking Cleaning Security Waste & Recycling Works Grounds maintenance Portering Hospitality Transport Building maintenance
- 5. Job roles-Soft and Hard FM Soft Services ◦ ◦ ◦ ◦ ◦ ◦ ◦ ◦ Cleaning Receptionist Portering Grounds maintenance Housekeeping Laundry Caretaking Refuse operatives Hard Services ◦ ◦ ◦ ◦ Engineers Electricians Plumbers Security systems
- 7. Progression Through the Industry Qualifications Work related Personal skills Team leading Supervisory Management Professional Development Work shadowing Volunteer work Courses and seminars Exhibitions Reading publications Expand knowledge
- 8. Personal attributes to assist: Presenting a positive image Communication Working with customers and others Team work
- 9. Image of Organisation Positive image Your overall appearance Your body language Your facial expressions Your eye contact Communication Attitude Work ethic Standard of work Represent Your employer Your team Your building Your colleagues Town/City?
- 10. 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.
- 11. You looking at me?
- 12. 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
- 13. If looks could…
- 14. Facial expression Mood Attitude Understanding Confusion Whole range of other things
- 15. 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?
- 16. Give me some room!!!
- 17. Proximity British people require a lot of 'private space' very uncomfortable signal attraction something that can easily be misinterpreted
- 19. Posture Conveys a whole range of attitudes Interest or the lack of it Degrees of respect or subordination
- 20. 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."
- 21. Positive image Giving a good impression ? Arriving on time Being courteous and helpful Working to the standard required Responding positively to requests
- 22. Present a positive personal image of yourself and your organisation
- 23. Present a positive personal image of yourself and your organisation
- 24. Effective communication Communication Passing of information by: Body language/expressions/gestures Reading/writing Speaking/listening Use your eyes…
- 25. Breakfast task
- 26. 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
- 27. 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 Questioning - it is important to ask questions, interact, and discuss the objectives of the team Persuading 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 - it is important to discuss your ideas with your teammates until you agree. - individuals are encouraged to exchange, defend, and then to ultimately rethink their ideas. 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.
- 28. Team briefings improve communication and effectiveness Changes or improvements? What does this mean for us? How to tell customers or staff members? Why is it important to change/improve?
- 29. 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
- 30. Resolution… Dealing with the problem Seeing the person involved Involving a neutral Discuss with supervisor Involve HR/Personnel Union representation Citizens Advice Bureau
- 31. Present a positive personal image of yourself and your organisation Dealing with customers Limits of your own authority Information current, up to date, concise Confidentiality Who to refer to if unsure?