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TRAINING & CPD


“The best training resource is the


leadership of the contract and it depends on how


they see their role and its responsibilities. Trainer or director? Provider or receiver?”


One example which illustrates the need for such people skills is the airport security experience. This involves large numbers of people trying to get somewhere quickly - people who don’t want the service being supplied as it’s largely seen as a time-consuming imposition.


“Investing in the leadership and capability of the senior team, and the


supervisors supporting the various teams within the contract, is a critical investment that affects both skill levels and the working environment.”


What makes people press the green button on the feedback machines as they exit? Was it that the scanning machines worked well, or that there were enough aisles open? Or was it the way they were spoken to by the team delivering the service? Ultimately, it’s the delivery team that makes the real difference.


www.tomorrowsfm.com


A team who asks and does not demand, who smiles and reassures. This is what makes customers want to press that green button, the button that keeps the main customer (the airport manager) happy. The difference in the security experience between different airports and airport terminals is often quite marked. As is the difference in service levels across all the services within FM.


The questions we therefore need to ask ourselves are: what are the contract management team doing to create the same positive response and how can we train them to get there, in this often challenging and very varied environment?


Answering this question well leads to a trickle-down effect as good delivery is led from the top: so just as you train the team in the practical skills, train the management team in the people skills. Contrary to some terminology, this is not soft skills. This is essential communication and leadership that will ensure the happiness of the team and the customer.


You could of course use the remaining training budget to increase the margin on the contract by simply not spending it and adding it to the bottom line. But nobody would do that. Would they?


www.berrison.com/ TOMORROW’S FM | 31


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