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You're struggling to communicate effectively in Facility Management (FM). What can you do to improve?

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Communication is a vital skill for any facility manager (FM), as you have to deal with various stakeholders, such as clients, staff, contractors, suppliers, and regulators. However, communication can also be challenging, especially when you face complex issues, diverse expectations, and conflicting interests. If you're struggling to communicate effectively in FM, here are some tips to help you improve.

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Viktor Yoshimura

Facility Manager | Lean Practitioner | Driving Continuous Improvement & Operational Excellence

1 Know your audience

The first step to effective communication is to understand who you're communicating with and what they need to know. Different audiences may have different levels of knowledge, interest, and influence on your FM projects and operations. For example, your client may want to know the overall progress and outcomes, while your staff may need more details and instructions. Therefore, you should tailor your message, tone, and style to suit your audience and their goals.

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To improve communication in Facility Management (FM), deploying an AI-based mobile app could be highly beneficial. Such an app could offer real-time updates, task assignments, and notifications. It could also incorporate chatbots for immediate issue resolution and provide data analytics for performance evaluation. Additionally, interactive features like surveys or feedback forms can help gather insights for further enhancements. By leveraging technology, FM communication can become more efficient and transparent, enhancing overall productivity and service quality

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2 Choose the right channel

The second step to effective communication is to choose the most appropriate channel for your message and audience. Depending on the situation, you may use various channels, such as emails, phone calls, meetings, reports, presentations, or social media. Each channel has its own advantages and disadvantages, so you should consider factors such as urgency, formality, clarity, feedback, and documentation. For example, if you need to convey a simple and urgent message, you may use a phone call or a text message. If you need to provide a comprehensive and formal report, you may use an email or a document.

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3 Use clear and concise language

The third step to effective communication is to use clear and concise language that avoids ambiguity, jargon, and unnecessary details. Your message should be easy to understand and follow, without leaving room for confusion or misinterpretation. You should also use positive and respectful language that builds trust and rapport with your audience. For example, instead of saying "You failed to meet the deadline", you may say "How can we help you complete the task on time?"

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4 Listen and respond

The fourth step to effective communication is to listen and respond to your audience's feedback, questions, and concerns. Listening is not only about hearing, but also about showing interest, empathy, and respect. You should pay attention to what your audience is saying, as well as their tone, body language, and emotions. You should also ask open-ended questions, clarify any doubts, and acknowledge any issues. Responding is not only about answering, but also about taking action, following up, and providing updates. You should address your audience's needs, expectations, and suggestions, and show them that you value their input and involvement.

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Viktor Yoshimura

Facility Manager | Lean Practitioner | Driving Continuous Improvement & Operational Excellence
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Focus fully on other employees perspective and try to resist the urge to "cut in" and solve the problem for them right away, sometimes people just need a sounding board. If they require your advice, try waiting until you are fully informed and understand the person before you respond.

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5 Seek feedback and improve

The fifth step to effective communication is to seek feedback and improve your communication skills. Feedback is essential for learning and improvement, as it helps you identify your strengths and weaknesses, and measure your impact and effectiveness. You should seek feedback from various sources, such as your clients, staff, contractors, suppliers, and regulators. You should also be open-minded, receptive, and constructive when receiving feedback. You should use feedback to set goals, plan actions, and track progress for your communication improvement.

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Viktor Yoshimura

Facility Manager | Lean Practitioner | Driving Continuous Improvement & Operational Excellence
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Be open to feedback: Let your team know that you value their opinions and feedback. Encourage open communication for the staff to share their thoughts. Ask for specific feedback: Instead of asking for general feedback, ask for specific examples or suggestions for improvement. This will give you more actionable insights. one-on-one feedback: Seek feedback through one-on-one conversations as some people might not wish to share their opinions or feedback openly

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6 Use tools and technology

The sixth step to effective communication is to use tools and technology that can enhance your communication efficiency and quality. Tools and technology can help you communicate faster, easier, and better, especially when you have to deal with multiple and complex FM tasks and projects. For example, you can use project management software, such as Asana or Trello, to organize, monitor, and share your FM activities and information. You can also use communication platforms, such as Slack or Zoom, to collaborate, communicate, and coordinate with your FM team and stakeholders.

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Viktor Yoshimura

Facility Manager | Lean Practitioner | Driving Continuous Improvement & Operational Excellence
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One of the best tools that can be used an customized for most work environments are Kanban tools, the biggest benefits are: Visual representation of workflow: Kanban tools provide a visual representation of the workflow, making it easier to see the progress of tasks. Increased efficiency: By tracking and visualizing tasks in real-time, Kanban tools help teams prioritize their work efficiently. Better collaboration: Kanban tools facilitate better collaboration within teams by providing a centralized platform for all team members to manage and track tasks.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're struggling to communicate effectively in Facility Management (FM). What can you do to improve?

1

2

3

4

5

6

7

1 Know your audience

2 Choose the right channel

3 Use clear and concise language

4 Listen and respond

5 Seek feedback and improve

6 Use tools and technology

7 Here’s what else to consider

Facility Management (FM)

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You're struggling to communicate effectively in Facility Management (FM). What can you do to improve?

1

2

3

4

5

6

7

1 Know your audience

2 Choose the right channel

3 Use clear and concise language

4 Listen and respond

5 Seek feedback and improve

6 Use tools and technology

7 Here’s what else to consider

Facility Management (FM)

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