Module 3 – Communications & Business Service Management ( Examination )

‘Going the extra mile’ in service involves

When handling complaints, DO

Property Executives who are good listeners

What are the four types of corporate social responsibility?

The PE should adopt the following action to reduce conflicts among the directly employed cleaners, technicians and administrative staff in the Condominium he is in charge of:

If you are writing a letter to a person named Wong AK and do not know whether Wong AK is a man or a woman, which one of the following salutations is more appropriate

Some hallmarks of good report writing include:

Which party/parties determines acceptability of business conduct

Which part/s of the report listed below describes the terms of reference and main findings of the report in brief:

Which of aspects below form the three elements of communication?

Conflicts between a PE and the MC Chairman can be resolved by:

Which communication style/s would you adopt to resolve a conflict with your subcontractor?

Minutes of meetings circulated for approval will contain the following items: 

Aspects of Body Language include:

Some responsibilities of a MC Chairperson in a meeting include:

What form of communication will you use to effectively inform residents that the condo facilities are closed due to the Covid 19 situation?

Which of the following is an advantage of choosing mediation over litigation as a formal process to resolve disputes?

Ethical behaviour is a matter of:

What are the benefits of FM Service Innovation?

Which statement/s is likely to be TRUE about conflicts?

Which statement is NOT TRUE of a Property Executive’s job?

Timeliness and Quality of FM Services can be measured by the following:

Which of the following statement is NOT TRUE about the provision of FM Services?

An area that should be incorporated in a company’s code of ethics is:

Which of the following two factors are more likely to contribute to FM workplace conflicts:

Questions 26, 27 and 28 relate to the scenario posed below.

 The Property Management firm you work for has just posted you to a 3 year old 800-unit condominium in the East Coast as a Property Executive (PE).  Your scope of work includes attending to residents, managing day to day maintenance work and supervising custodial services which is outsourced to a few contractors. You have a Property Assistant (PA) who is assigned administrative work and a Technician in charge of M&E maintenance under the direct employment of your company.

80 of the units in the condo are owned by a real estate investor, 40 have been rented out.   Your Property Management firm has been commissioned by the investor to lease out the empty units. This work is assigned to a HQ Senior Property Manager, a license real estate agent who visits once a week to oversee you and on an adhoc basis to show prospective tenants the empty units.

The resident profile is as follows:

–      50% are HDB upgraders; most are married with two children

–      20% are retirees; they usually meet at 6 am everyday for tai chi by the pool

–      20% are expatriate tenants; they work as currency traders and return home late in the night.

Make reasonable assumptions for any information not provided.

__________________________________________________________

You are required to provide support at the MC meetings which are conducted bi-monthly.

Elaborate, with the help of examples, the work you need to do before, during and after the meeting.                                                                                                      (12 marks)

2a.  Mr Tan a SP, who is a HDB Upgrader made the following complaints:

The expatriates make too much noise when they return home and the retirees talk too loudly when performing their Tai Chi exercise near the poolside.

You investigate and find that the complaint on the expatriates is valid while the complaint on the retirees is not.

2b.  Mrs Soo, a SP provided video evidence of a cleaner taking some Redmart grocery deliveries left outside her unit.

You are aware that the cleaner concerned has not received his salary (his employer has cash flow problems in the Covid situation) and needs money to buy food for his children.

You are to:

–      Make proposals of how you would manage the situations above.

–      Your proposals must include drafting suitable forms of written        communication to Mr Tan and Mrs Soo.                                                                                                                                                       (10 marks for each situation)

3a)  A dispute has arisen between two residents. The resident staying on the 6^th floor is upset that his balcony always becomes wet when the resident staying on the 7^th floor waters plants of her balcony. The 7^th floor resident claims that she is very careful when she waters and does not understand why the 6^th floor resident is so sensitive.  

Describe the mediation procedure to resolve this dispute.                               (9 marks)

3b.  Service Quality is measured by how well the service matches a customer’s expectations.

Name and elaborate on any three (3) dimensions  which your MA employer should develop to deliver customer service excellence across all staff and projects.                                                                                  (9 marks)