MISC Flashcards
(23 cards)
Why is client care important?
- Make sure they’re satisfied with our services.
- Good client relationships and continuous work
- Reduce conflict
What do you think good client care looks like?
- Being considerate of their needs
- Attentive
- Fulfilling the scope of services etc.
How do you build trust with clients
- Never advise outside scope of compotence
- Always professional
- Provide high level service
- Transparent, open and honest
- Fulfill commitments
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner
- objective
- respectful
- mindset finding resolution
- Understand their position
- Listen to concerns and objections, and counter with answers that prevent doubt
What are the main barriers to a successful negotiation
- Lack of trust
- Missing or inaccurate info
- Cultural differences
- Lack of emotional intelligence
- Communication problems
Cause of most disputes
- Unclear drawings or spec
- Unclear scope of service
- Under pressure / Poor decision making
- Insufficient detail
HSE
Health and Safety Executive
National independent watchdog for work related health, safety and illness
Key principles of Health & Safety at Work Act 1974
- Provide safe place to work
- Provide safe equipment
- Provide adequate welfare
- Ensure proper training
- Carry out risk assessments
What was the impact of CDM15 on design and maintenance strategies of buildings?
Designer duties
Requires designers to eliminate or reduce risk
What responsibilities do CDM place on the employer?
- Ensure other duty holders are appointed as appropriate.
- Sufficient time and resources are allocated
- Issue PCI
- Update H&S File
- PD and PC carry out their duties.
- Welfare provided.
What responsibilities do CDM place on the contractor?
- Construction Phase Plan
- Suitable site inductions
- Prevent unauthorised access - site security
Health and Safety File
- Info useful maintaining building inc:
- Description of work completed
- Residual hazards
- Surveys
- Key structural principles e.g. locations of bracing
- Hazardous materials e.g. asbestos, lead paint, nature and location of services.
Pre-Construction Information
- Client considerations
- H&S file requirements
- Hazards and design risk assessments
- Environmental restrictions and on-site risks,
- Description of project
What responsibilities do CDM place on the PD?
- Plan and monitor H&S in pre construction phase.
- Advise the client on PCI.
- Eliminate any H&S risks.
BREEAM Cats
- Water
- Waste
- Health & Wellbeing
- Innovation
- Transport
- Energy
- Management
- Materials
- Land use and Ecology
- Pollution
Why do we have the 5 rules
Said sets a high standard.
Clients know we’re of highest competence and that we’re regulated.
Five principles for better regulation
Proportionality
Accountability
Consistency
Targeting
Transparency
Purpose for the 5 principles of regulation
- Sets how RICS regulates internally to maintain highest standards
What is the definition of ‘client money’ as noted in the professional standard
Money that:
* RICS firm holds for or receives on behalf of another person
* is not immeditely due and payable on demand to the RICS regulated firm for its own account
What are some of the key requirements identified in the Client Money Handling professional standard
- Client account requirements
- How to handle client money (inc rules for managing unidentified funds)
- Info firms must provide clients
- Appropriate accounting controls
What are the objectives of the client money handling professional standard
- Provide rules for RICS members and firms
- Appropriate controls and procedures
- Provides confidence to clients that RICS firms operate to high professional standards
What is Conflict Avoidance Process (CAP)
- Encourages collaboration and resolve disputes before they escalate
* - Panel of 1 or 3 professionals appointed by RICS
- Work alongside parties to understand the dsipute
- Provide a CAP report with their conclusion
- Quicker, Cheaper than litigation
- Resolves before escalation
- Recommendations not imposed on parties
- Gives parties an idea of outcome if tey were to go down the formal route
KI2 - You mention that the abortive costs and prelims would equate to £20k vs a £40k construction cost by delaying the remedial works, how did you calculate this?
Mobilising and Demobilising access
Abortive cost - risk of delay/design changes - not sure when phase 3 starts
