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…

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?