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
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Cleaning
Receptionist
Portering
Grounds maintenance
Housekeeping
Laundry
Caretaking
Refuse operatives
Hard Services:
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Engineers
Electricians
Plumbers
Security systems
6.
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.
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
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
25. 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
26.
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.
27. 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?
28. 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
29. Resolution…
Dealing with the problem
Seeing the person involved
Involving a neutral
Discuss with supervisor
Involve HR/Personnel
Union representation
Citizens Advice Bureau
30. 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?