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Managing Conflicts in Facilities Management and Maintenance

The current state of the Facilities Management & Maintenance (FM&M) industry provides fertile ground for conflicts to arise.

FM&M services and work has traditionally been under-valued by Owners, Investors and Users. Maintenance in particular is regarded as an unnecessary evil; defects are inevitably attended too late, leading to increasing User dissatisfaction.

Owners are increasingly outsourcing FM in attempts to cut costs, budgets are being reduced despite the increasing needs of ageing buildings and more defective new buildings. Price remains the main criteria for awarding work driving contract prices down to the point of being untenable.

The industry itself is highly fragmented and inadequately organised to deliver the proactive service that Users expect. A handful of large FM&M contractors provide generally undifferentiated services to large institutional and private sector Clients. They are supported by a large pool of small players serving as sub-contractors.

Workforce and service quality variability are creating tensions between Clients, Users and service providers, productivity and rising cost are of grave concern to all.

Conflicts when left unaddressed, can cause frustration, lead to reduction in morale and performance. Timely and effective conflict management will help create a more positive work environment and improve relationships and productivity in the industry at large.

The course will provide the knowledge and skills to pre-empt, reduce and resolve conflicts through:

  • Understanding FM&M Industry Dynamics and Vested Interest of Parties
  • Appreciation of the Nature & Impact of Conflicts
  • Identifying & Pre-empting Sources of Conflict
  • Addressing, Reducing & Resolving of Conflicts Requirements to Ensure Performance and Lifespan

Conflicts Defined
The Industry

  • Demand & Supply Characteristics
  • Parties & Processes
  • Problems, Pressures & Bottlenecks
  • Fertile Ground for Conflict

Sources Of Conflicts

  • Sources & Causes
  • Types of Conflicts
  • Conflicts: Good or Bad

Anatomy Of Conflicts

  • Elements in a Conflict
  • Stages in the Conflict Process

Managing & Addressing Conflicts

  • Conflict Management Approach
  • Conflict Addressing Styles
  • Conflict Handling & Resolution
  • Exercise: Conflict Handling Skills Assessment

Conflict Resolution Guidelines

  • Interpersonal Communications
  • Source & Cause Identification
  • Conflict Resolution & Time Out
  • Community Dispute Management
  • Conflict Management (Summary)
Dr Quah Lee Kiang
PhD, MSc (Maintenance Management), BSc Building, FRICSDr Quah is the Director of the Real Estate & Construction Centre and the Real Estate & Construction Academy in Singapore. She has extensive regional and international experience in Project and Facilities Management & Maintenance research, advice and academia.Dr Quah led the EU funded project BE4213 Condition Assessment and Maintenance Strategies for Buildings and Building Components, which among other things, sought to develop an objective building condition assessment system. This project formed part of ongoing research over the last 20 years which culminated in Dutch Standard NEN 2767 on Condition Assessment of Buildings, believed to be a ‘world first’.Dr Quah’s professional and research affiliations include being Coordinator of the International Council for Research and Innovation in Building and Construction (CIB) Working Commission 70 on Facilities Management and Maintenance for a decade and past President of the Chartered Institute of Building Singapore Centre. She was also a member of the Royal Institution of Chartered Surveyors (RICS) Asia Board, Singapore Board and Asia Pacific Sustainability Board.Dr Quah was conferred an Honorary Fellow by Oxford Brookes University for her work in real estate and construction education and the unusual impact her career has had on this particular academic field in Asia.

Michael Tan Kie Thye
Michael Tan has over 35 years of experience in property management, mainly with strata-titled residential and commercial properties. His expertise is in the application of strata laws in operations and is well-versed with two-tier management corporations.Michael had held senior appointments with some of the major International Property Consultants, namely Jones Lang Wootton (now Jones Lang LaSalle) (as Senior Manager), Colliers International (as Director), Savills CKH Property Management Pte Ltd (as Assistant Managing Director) as well as with Knight Frank Singapore as Deputy Managing Director, Asset & Estate Management and member of the Board).After leaving the managing agent industry in 2020, Michael has been appointed Consultant to some Management Corporations to advise on compliance matters relating to the Building Maintenance & Strata Management Act. He also holds an Advanced Certificate in Learning & Performance (ACLP) and is presently giving lectures on strata management with the Real Estate & Construction Academy.
Eric Lam Haw Ju
MBA, MA (Training & Development), BSc Computer EngineeringMr Lam specialises in People and Organisational Development, 21st Century Life Skills and Business and Project Management. He spent the early years of his career in the IT industry and subsequently started a business in graphic design and desktop publishing. He has over 10 years of teaching experiences with various institutions of higher learning in IT and business topics as well as Project Management. Eric takes on a fun approach to learning and provides turn-key training for Learning with Technology, People and Organisational Development, 21st Century Life Skills as well as Business and Project Management.
Option 1 (Face-to-Face)Venue: Unit #04-08, Devan Nair Institute for Employment & Employability
80 Jurong East St 21, Singapore 609607

Option 2 (Live Streaming via RECC Elearning Portal) Username and password will be assigned on receipt of registration and course fees

$615 nett per person. Course fees includes full colour course documentation and refreshments at tea breaks.

RECC is pleased to inform that course fee funding of $112.50 per person is available from e2i, subject to terms and conditions being met. Please enquire for further details.

The course has been approved for 7 PDU units under the PE Board Continuing Professional Development programme. Attendance certificates will be issued; they may also be suitable for meeting the CPD requirements of other relevant professional bodies not operating a CPD course accreditation system.

The course will benefit those who have a vested interest in buildings including:

  • Developers
  • Building Owners
  • Government Officials
  • Architects
  • Engineers
  • Project Managers
  • Quantity Surveyors
  • Contractors/Sub-Contractors/Suppliers
  • Property Managers
  • Facilities Managers
  • Maintenance Managers
  • Management Corporations
  • Town Councils
  • and Others

Cancellations made one week before the scheduled commencement date of the course will be subjected to an administrative fee of $100.00. The full fee of $615.00 will be payable thereafter for any cancellation; substitutions can be made at any time.

Mr Ken Chew
Tel: 6563 4166
Fax: 6563 4156 
E-mail: exectrg@recc.com.sg

It may be necessary for reasons beyond RECC’s control, to change the content and timing of the programme and the identity of the course leader/s.

1 Day Training Course

5th Run

Managing Conflicts in Facilities Management and Maintenance

Pre-empting, Reducing and Resolving
Qualified for 7 PDUs by PE Board

$615.00 / person

Course Date & Venue:

April 08, 2024, 9:00am to 6:00pm

Course Objectives

The current state of the Facilities Management & Maintenance (FM&M) industry provides fertile ground for conflicts to arise.

FM&M services and work has traditionally been under-valued by Owners, Investors and Users. Maintenance in particular is regarded as an unnecessary evil; defects are inevitably attended too late, leading to increasing User dissatisfaction.

Owners are increasingly outsourcing FM in attempts to cut costs, budgets are being reduced despite the increasing needs of ageing buildings and more defective new buildings. Price remains the main criteria for awarding work driving contract prices down to the point of being untenable.

The industry itself is highly fragmented and inadequately organised to deliver the proactive service that Users expect. A handful of large FM&M contractors provide generally undifferentiated services to large institutional and private sector Clients. They are supported by a large pool of small players serving as sub-contractors.

Workforce and service quality variability are creating tensions between Clients, Users and service providers, productivity and rising cost are of grave concern to all.

Conflicts when left unaddressed, can cause frustration, lead to reduction in morale and performance. Timely and effective conflict management will help create a more positive work environment and improve relationships and productivity in the industry at large.

Number of Participants: