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OH APC > Client Care, Communication and Negotiation and H&S (L2) > Flashcards

Client Care, Communication and Negotiation and H&S (L2) Flashcards

(52 cards)

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1
Q

What is Client Care?

A

A continuous process of understanding client’s requirements, suggestions, complaints etc. and analysing to enhance service delivery

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2
Q

Why is Client Care important?

A
  • To retain existing clients and secure repeat business
  • To avoid conflict
  • Maintain strong reputation within the industry
  • To deliver the best service for the client
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3
Q

What is the difference between a ‘Client’ and a ‘Customer’

A

A Customer is a purchaser of a good or service, whereas a Client is a ongoing business relationship

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4
Q

Name some Quality Management Systems (QMS)

A
  • Project Execution Plans
  • Contractor payment schedules
  • Reporting Templates
  • Contract admin forms
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5
Q

What are some examples of KPIs

A
  • Programme
  • Number of snags
  • Number of instructions
  • Project cost
  • Health and Safety
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6
Q

How would you deal with a formal client complaint?

A
  • Acknowledge receipt of the complaint
  • Notify Colliers complaint handling manager (Zoe Harris)
  • Liaise with Colliers through the investigation
  • Colliers to respond to the client, communicate outcomes and the course of corrective action and if independent resolution is required
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7
Q

What RICS guidance is there for Complaints handling?

A

Complaints Handling - 1st Edition, 2016.

Note this was re-issued in 2023 as a RICS Professional Standard

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8
Q

What RICS guidance is there for Client Money Handling?

A

Client Money Handling - 1st Edition, 2019

Note this was re-issued in 2022 as a RICS Professional Standard

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9
Q

What are the objectives of the Client Money Handling professional standard?

A

To provide clear rules for RICS regulated firms and members to have appropriate controls and procedures to keep client money safe.

It provides confidence to clients and consumers that RICS regulated firms are operating to high professional standards

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10
Q

What is the definition of ‘Client Money’ as noted in the professional standard?

A

Money of any currency that:
- A RICS regulated firm holds or receives on behalf of another person, including money held by a regulated firm as stakeholder
- Is not immediately due and payable on demand to the RICS regulated firm for its own account

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11
Q

What information would you see in a client’s brief for a professional appointment?

A
  • Details of the Project and services required
  • Insurances
  • Terms of appointment
  • Expected programme
  • Client procedures and policies
  • KPIs
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12
Q

What information would you see in a consultant’s fee proposal:

A
  • Scope of service
  • Fee
  • Terms of appointment
  • Team information
  • Assumed Programme
  • Insurances
  • Assumptions and Exclusions
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13
Q

Give an example of when it would be appropriate to decline new work from a client

A
  • Conflict of interest
  • Illegal or unethical
  • Conflict with RICS rules or standards
  • Scope is outside the competence of the practice
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14
Q

What is Communication?

A

Communication is the exchange of information by speaking, writing, or using another medium.

Types include Verbal, Non-Verbal, Written and Visual

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15
Q

Effective vs Efficient Communication

A

Efficient = Information presented in a clear and concise manner
Effective = To accomplish a purpose

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16
Q

What is Negotiation

A

Discussions to reach a compromise or agreement

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17
Q

What key things need to be considered before entering a negotiation?

A
  • What level I’m authorised to negotiate to (e.g. up to £500k)
  • My (and clients) red lines
  • Sufficient facts
  • The person I’m negotiating with
  • The desired outcome
  • Areas I am willing to compromise on
  • Structure of the negotiation
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18
Q

What is a ‘without prejudice’ offer?

A

A party’s admission to something can be used against them in court. The without prejudice rule means that statements are made in a genuine attempt to settle a dispute and cannot be used in court as evidence of admissions against the party that made them

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19
Q

What is the HSE?

A

Health and Safety Executive - National independent watch dog for work-related health, safety and illness.

The HSE is there to protect people’s health and safety by ensuring risks in the workplace are properly controlled.

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20
Q

What is a CPH&SP?

A

A Construction Phase Health and Safety Plan is a H&S management document that outlines the plan for how work will be completed safely.

Will include details of the project, type of work, the team and emergency arrangements

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21
Q

What is the CCS?

Study These Flashcards
A

The Considerate Constructors Scheme is a non-profit organisation founded in 1997 that encourages contractors and their supply chain to implement best practice and raise standards

22
Q

Historically, which type of accident kills the most construction workers?

Study These Flashcards
A

Falls from height

23
Q

List some common health risks in the construction industry?

Study These Flashcards
A
  • Working at height
  • Falls, trips and slips
  • Moving equipment
  • Noise
  • Vibration
  • Dust
  • Manual Handling
24
Q

What is a CSCS Card?

Study These Flashcards
A

Construction Skills Certification Scheme

Cards are a tool to ensure those working on construction sites are fully qualified and trained for their role

25
What is RIDDOR?
Reporting of Injuries, Diseases and Dangerous Occurrences Regulation
26
What is COSHH
Containment of Substances Hazardous to Health
27
RIDDOR reportable instances?
Legally required to report to the Health and Safety Executive: - Fatalities - Specified injuries (such as amputations, serios burns, sight loss etc.) - Over 7 Day injuries (if off work for more than 7 consecutive days) - Occupational diseases (such as carpal tunnel syndrome) - Dangerous occurrences - Near misses that could have caused serious injury - Injuries to non-workers (e.g. the public) - Gas-related incidents
28
Timeframes for RIDDOR reportable incidents?
Must be reported to the HSE within 10 days of the incident (or within 15 days for over 7-day injuries)
29
What is a prohibition notice?
Where a HSE inspector believes there is a serious risk of harm on site, and causes the site to close immediately
30
What is asbestos?
Asbestos is a naturally occurring fibrous material found in rocks and soil. Was widely used in building materials and other commercial products
31
When was asbestos banned in the UK?
1999
32
What are the different types of asbestos surveys?
- Management survey - Purpose is to manage asbestos containing material during the normal occupation and use of premises - Refurbishment / demolition survey - R&D required where the premises need upgrading, refurbishment or demolition
33
Most common types of asbestos, and associated risks?
- Crocidolite - Blue - Most dangerous - Amosite - Brown asbestos - Chrysotile - White - Industrial use Asbestosis (lung disease) and lung cancer
34
What is the name of the HSE regulations that govern asbestos in the UK, and any RICS professional standards?
Control of Asbestos Regulations 2012 Asbestos - 4th Edition 2021
35
Hierarchy of H&S risk control?
Elimination Substitution Engineering Administrative PPE
36
Surveying safely guidance?
Surveying Safely - 2nd Edition, 2018 Professional Standard The document sets out good practice principles for the management of H&S for RICS regulated firms and RICS members
37
What is the difference between Practice Information and Professional Standard?
Professional Standard = Set requirements or expectations for RICS members and firms. Mandatory Practice Information = Supplementary guidance. Includes definitions, processes, toolkits, checklists etc.
38
What is the concept of a 'safe person', as outlined in RICS Surveying Safely 2018?
Everyone assume behavioural responsibility for their own, their colleagues and others health and safety while at work
39
When does a firm need a written H&S policy?
Every firm must have a policy for managing H&S If a firm employers fewer than 5 people, this can be communicated verbally
40
List 5 H&S Regulations that are applicable to a construction project?
- Health and Safety Act 1974 General duty of employers to ensure H&S and welfare of staff - Management of H&S at Work Regulations 1999 Requires employers to assess and manage risks to H&S - COSHH 2002 Assess, control and monitor exposure to hazardous substances - Construction (Design and Management) CDM 2015 Places legal duties on all parties in construction - Working at Height Regulations 2005 (Avoid, Prevent, Minimise) Requires work at height to be properly planned and risk assessed
41
What is an F10?
A notification form submitted to the HSE to inform them of a notifiable construction project, under CDM Regulations 2015
42
When is a Project notifiable?
Lasts more than 30 working days and has more than 20 workers working simultaneously at any point or Exceeds 500 person-days on construction work
43
Health and Safety Act 1974?
General duty of employers to ensure H&S and welfare of staff
44
Management of H&S at Work Regulations 1999?
Requires employers to assess and manage risks to H&S
45
COSHH 2002
Assess, control and monitor exposure to hazardous substances
46
Construction (Design and Management) CDM 2015
Places legal duties on all parties in construction
47
Working at Height Regulations 2005 (Avoid, Prevent, Minimise)
Requires work at height to be properly planned and risk assessed
48
LOLER?
Lift Operations and Lifting Equipment Regulations 1998
49
The Control of Noise at Work Regulations 2005?
Employers to protect their employees from excessive levels of noise that could cause hearing damage. Hearing protection is needed about 85dB
50
Who are the key duty holders under CDM 2015?
- Client - Principal Designer - Principal Contractor - Designers - Contractors - Workers
51
What is the role of the Principal Designer under CDM 2015?
To plan, manage, monitor and coordinate H&S in the pre-construction phase
52
What is the role of the Principal Contractor under CDM 2015?
To plan, manage, monitor and coordinate the entire construction phase - To provide a written Construction Phase Plan before the construction phase begins, implement it and then regularly review

OH APC (6 decks)

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