In a post-COVID workplace, “hands-free” is the new buzz world. It’s also the new hygiene standard. At times, it may seem the pandemic has turned everyone into Adrian Monk. But you needn’t be an OCD-suffering detective to solve the mystery of the old hygiene standard; it’s dead—murdered by Delta and Omicron. However, its demise makes way for a new standard, one built with hands-free building tech.
Touchless interfaces, voice command, facial recognition systems are uber-popular among both employees and managers. Some hands-free devices are smart home gadgets carried to the office by new hybrid workers looking to introduce a little domestic convenience. But other employees simply want safer, more hygienic work and communal spaces.
Tech companies are speeding up their response to the touchless standard by leveraging existing tech: smartphones. Every worker already carries a small, powerful computer connected to the internet in their pocket, so why not start there. The shortcut is producing a variety of apps that give workers and managers hands-free control of lighting, elevator access and after-hours air con bookings. The touchless workplace is a safe bet for property owners looking to invest in tech that boosts their property values and occupancy retention.
Access Via Facial Recognition
Facial recognition is a growing tech in facilities access because it provides better safety and a keyless, touchless entry point. Cameras with specialised facial recognition software scan a person’s face to identify them before granting entry. Users simply look at the scanner, are identified, and the system unlocks the doors. While hardly a viable solution for high traffic areas, facial recognition systems do ensure touchless entry points for visitors and better safety for building occupants.
Smart Elevator Apps
Today, “calling” the elevator is no longer a metaphor. Some major lift manufacturers like Otis and Schindler now have apps that let you summon an elevator with your smartphone. Users can use the apps themselves to ask for life service or they can scan a QR code to let the elevator know what floor they’re on. Smart elevator apps are time sizers too. Riders can request the lift as they approach, select their destination, then arrive just as the elevator does. No buttons to press or physical contact to make means a more sanitary ride.
Touchless Audio/Visual Setups
The conference room is full of commonly touched surfaces swimming with bacteria. However, voice activated AV equipment and video launching apps are keeping the presentation room touchless. Companies like Crestron are making touchless AV wireless, letting you manage all your AV equipment and room scheduling one a single app on your smartphone. Imagine having an app to control your presentation equipment. Being able to set custom specifications, including your lighting preferences, blind levels, and audio volume all with one touch of your own smartphone.
Touchless Reception
Hands-free entry tech like automatic sliding and swinging doors are hardly new, but new “touchless” tech for reception are evolving to limit the time visitors are spending in reception. Reducing the number of people in reception reduces the risk of virus transmission.
Rather than performing traditional check-ins, visitors can send instant text messages, voice calls and emails to authenticate their credentials and notify hosts. Once inside, other touchless access points can be granted by reading smartphone data via Wi-Fi. Elevators may be sent, doors opened automatically, areas of the building opened all without the visitors needing to touch handles or screens. Such automated access systems can also perform other duties like contact tracing or administering health questionnaires.
Voice-Activated Lighting
Today’s modern commercial lighting solutions offer hands-free tech features like voice command and app operation to expand control over workspace illumination. Some lighting tech has replaced the traditional light switch with a motion sensor that activates with the wave of a user’s hand. Others control lighting with voice commands powered by popular voice assistants like Alexa, Siri or Google.
Other hands-free light switches have Wi-Fi so workers can turn off lights left on or turn them on before entering the building. Smartphone control also means the ability to schedule lighting at regular intervals or for specific events. Voice activation, motion sensor and smart app lighting controls give workers more choices while eliminating the need for physical contact.
In our quest to compile a list of the best FM online learning resources for 2022, we looked at several important factors. For one, we wanted a good mix of quality and convenience. Some FMs will be looking for professional certification courses, while others may only need a one-off refresher video. Therefore, we included both certifying orgs with full course work along with eLearning platforms with à la carte selections.
Next, we also wanted to list free and affordable options along with paid ones, given the budget crunch many will likely feel this year. Finally, we wanted our list to be time-saving and relevant, so we included samples from each library, catalogue and resource for your consideration. We also think these samples reflect essential skills FMs will need to future-proof their careers. With that, here are a few of the best online online education resources for FMs in 2022.
LinkedIn Learning
LinkedIn Learning is a great source for quick, easy courses for specific topics. The online learning platform has several courses on project and workspace management FMs will find helpful. Plus, you can gain some experience in more technical topics like working with BIM software. Here are some FM-related courses we recommend for 2022:
The International Facility Management Association offers full course work for various FM accreditations. However, they also have short eLearning videos for primers into specific topics. While you don’t have to be an IFMA member to buy courses or videos, you do get discounted pricing and access to other benefits. We looked through IFMA’s catalogue of videos and found these gems for 2022.
Organisational Strategy for FM Departments in an IoT World
Bombs, Suspicious Packages & Active Shooters: How Do You Respond at Your Workplace
Creating a Powerful FM Legacy
Communicating in a Crisis
FM Podcasts
Industry articles on BAS and facilities management are abundant, but podcasts are a handy FM online learning resource too. Podcasts are perfect for time-starved individuals or those with long commutes. Here are a few FM-related podcasts to subscribe to this year.
BOMI International webinars (hosted by Lorman) are a must have for 2022 FMs who need to keep up with the break-neck speed of change in the industry. Prices vary from $85USD to $200 based on the topic, and attendees can include a downloadable recording for an additional cost. Lorman’s webinar schedule only runs a few months out, so we took a look at what they had to offer for their January and February line up.
Increase Your Ability to Retain Millennials in the Workplace (Feb 8)
Taking Care of Employees Based Overseas (Feb 8)
Responding to Negative Employee Comments on the Web(Feb 28)
Recent Developments Regarding Force Majeure (Mar 2)
IFMA Knowledge Library
The IFMA Knowledge Library is an FM online learning collection of articles, presentations, white papers and podcasts, all focusing on the latest data and trends for the FM industry. There are four different access levels, which includes two free levels. IFMA members get full access to all content, but those who don’t want to commit can purchase a “Knowledge Pass” for $200USD. Here’s some free and premium IFMA content from the Knowledge Library you’ll want to check out for 2022.
Proactive Maintenance Strategies for Operational Value (Article)
Put Your Money On It: Investing in Energy Efficiency (Video)
Why Facilities Managers Should Adopt a Multi-generational Staffing Strategy (Article)
Employee Experience & the Future of Work (Podcast)
Massey University
Massey Uni offers two diplomas in facilities management available through distance learning. The Diploma in Facilities Management (DipFM) is built for new FM professionals just entering the industry who want to strengthen their skills with foundational knowledge, while the Graduate Diploma in Facilities Management (GradDipFM) is aimed at professionals holding a non-FM related tertiary qualification, such as engineering, commerce or science. Both courses are one year full-time, but can be completed part-time. Also, both offer the option to exit at certificate level on completion of four papers.
Many industries use pressurised rooms to stop cross-contamination between one area of a building and another. For example, semiconductor makers use positive pressure rooms (PPR) to ensure their integrated chips are free of contaminants in the air. Hospitals and clinics employ negative pressure rooms (NPR) to contain the spread of infectious diseases. The difference between positive vs negative pressure rooms is mostly one of pressure differential and air flow. Both approaches use air pressure differentials to control ventilation and contamination.
Pressure Differential
Anyone who’s ever let go of an un-knotted balloon has witnessed the propensity of air to move from a higher pressure area to a lower one. The bigger the pressure differential, the faster the balloon will fly around the room. Building managers use HVAC equipment, fans and ventilation systems to control this natural propensity of air to escape—to keep the “balloon” knotted as it were.
The natural movement of air without the aid of mechanical equipment like a fan is called “passive” air flow, and techs use passive air flow to keep debris and contaminants from entering or exiting a room. If done correctly, the result is a stable environment with lower or higher air pressure than the surrounding area.
What’s a Negative Pressure Room?
To create a NPR, HVAC professionals must move air out at a faster rate than it comes in. That is, a negative quantity of air maintained. The purpose is to control the direction of passive airflow. When someone opens the door of an NPR, negative pressure draws passive air inside, forming a barrier against the escape of pathogens or dust. Interior air then moves through a filtration system to remove contaminants before safely exiting the pressurised environment.
What’s a Positive Pressure Room?
Positive pressure rooms maintain a higher air pressure inside than the surrounding environment. Air escapes the room without letting in outside contaminated air. PPRs exist within surgical theatres and in vitro clinics where contamination is possible. PPR hospital rooms often house immunocompromised patients susceptible to infection or disease. Because PPRs form barriers to outside spaces, their HVAC systems must filter out any contaminants from the interior air while ensuring optimal pressure and safe air quality.
Air Tightness
Pressure room designers try to keep rooms as air tight as possible, but some leakage occurs through gaps in doors, windows and electrical outlets. Designers often outfit NPRs with ante rooms to minimise leakage. These entryways are also safe areas for removing PPE or as a failsafe against pressure loss. Airtightness is also a cost issue. The more leakage, the more energy required to maintain a room’s negative or positive pressure.
Air Comfort
Like any conditioned environment, pressurised rooms must also maintain humidity and air temperature to ensure comfort and safety. Air quality is particularly important for medical facilities, since suboptimal humidity levels can contribute to illness. To aid air quality, HVAC technicians design HVAC systems to include specific numbers of air changes per hour (ACH) based on the size of the room. ACH is a measure of how often air within a space is replaced every hour and is essential to combating contaminated, stale and unhealthy air.
Testing and Monitoring
Smoke tests are a common way to test the effectiveness of a pressurised room. They’re cheap and easy to administer, but aren’t continuous or highly accurate. During a smoke test, technicians create puffs of smoke next to known intakes like registers or under doorways. If the smoke flows inside or outside, then a pressure differential exists. The smoke just needs to move in the right direction. Electronic pressure monitors offer continuous, accurate monitoring, but they’re expensive to purchase and install. Still, accurate testing and consistent monitoring is the best way to maintain the effectiveness of a pressurised room. Inadequate or infrequent testing puts patients and others at risk.
Conclusion
The COVID-19 pandemic has extended the use of pressurised rooms to combat the disease. The idea has extended beyond the hospital room to include waiting rooms, triage, bathrooms and other areas that could contain contaminants or susceptible people.
While pressurised rooms are helpful for health care workers, patients and staff, they also present challenges to HVAC techs and facility managers. Expanding the number and size of pressurised areas in any building means paying more attention to resulting issues like high humidity levels, sticky entryways, mold growth, and increased energy costs. These are new challenges FMs and engineers will need to address as the built environment evolves to meet social change.
In every act of communication, we strive to influence others. Even when our communication is simply to inform, we seek to align someone else’s view of reality to ours. While we can influence others’ behaviors, the higher aim is often to change their minds as well. However, it’s this sense of “mind control” that burdens the term with negative connotations today.
It’s often thought that to influence someone is to hold a hypnotic power over them, usually for nefarious reasons or personal gain. Someone or something is a “bad influence.” We often ascribe the act to politicians, cult leaders, or Rock-and-Roll lyrics. Social media “influencers” are opportunistic marketers. Irresponsible folks drive “under the influence.” You get the idea.
Even though the term has gotten a bad rap recently, the premise of influencing as a part of communication isn’t nefarious at all; in fact, it’s a basic component (and outcome) of any effective communication. And savvy communicators understand how to use influencing strategies to get their message across more effectively. Here are some tips on how to communicate better by influencing your audience.
Soft Landings Approach
Influence requires an understanding that most people fear and resist change. Even when your audience knows change will be beneficial, some push back is inevitable. At these points, communication can become strained or breakdown. When possible, you can influence a successful outcome by easing folks into change rather than “ripping off the bandaid.”
“I do a lot of organisation transition and change management,” says Phoenix Lavin, a veteran FM who’s worked in the industry since 2003. “Sometimes that change is painful, and there’s a bit of grief and disruption.” Lavin suggests meeting resistance to change by taking elements of a “soft landings” approach:
“A soft landings approach incorporates taking the time to introduce people to change. Rather than leaving people feeling like change is being forced on them.”
Phoenix Lavin
“A soft landings approach incorporates taking the time to introduce people to change. Rather than leaving people feeling like change is being forced on them.”
People fear change primarily because they feel a lack of control. In these moments, fear tends to consume our focus, making it tough to communicate. Engage in active listening and let your clients vent their frustrations. Allowing your audience to express their anxiety, lets you identify and focus on the source(s) of that anxiety. You may not think their “problems” are a priority, but by refocusing and being empathetic, you make your audience more receptive to your own ideas.
Also, invite your audience to contribute to the project. It will give them a sense of control. “It’s about how they can see themselves in this new building/facilities,” Lavin explains, “and how they feel engaged and part of the build and operation process.”
By engaging your audience in the problem solving process, you also give them stock in the solution, and they come away from the conversation confident they’ve contributed. You will know your soft landing was successful, if your audience comes away not knowing they’ve even “landed.”
“I’ve got to gently move you around here so you barely realise you’re going around the corner,” Lavin explains. “Then voila! All of sudden now it’s your idea not mine. That’s the influencing component of good communication.”
Avoid Language that Creates Hierarchies
As is often said of words: they matter. The wrong words can alienate your audience by putting others at a lower level and/or yourself within a higher one. We often interpret these linguistic positions on an unconscious level, but they impact our audience’s reaction nevertheless. To level the field, choose language that communicates equality. Lavin provides a relevant example for facilities management:
“In our industry, we are often shackled with the term ‘service’ (which is linked to the term ‘servitude’). What we hear in that word is: You are here to do something for me, and, therefore, I am greater than you. When we look at communication, we’ve got to understand our audience and adjust our language so we’re not in a position of servitude, but in a position of competency and credibility.”
Instead of “customer,” Lavin suggests using terms like “stakeholder” or “end-users” to refer to the people benefiting from your input and expertise. This is especially important in relation to in-house management.
Another loaded term to avoid is “discussion.” Within it, Lavin says, lurks aggression and an imbalance of power. “It’s a one-way exercise,” she says. “It says I’m pounding something into you. I’m going to say what I have to. Instead, I tell people to use open terms like ‘dialogue’ or ‘conversation’ or ‘chat’.”
Some words and phrases may create or reflect frustration as well. As tensions rise in our conversations, our language often becomes more formal sounding or even legalistic. Try to maintain the same level of formality and tone as when you began the conversation, otherwise, your audience will immediately detect such changes, become defensive and make your influence less effective. “These are subtleties,” states Lavin, “but they’re how you change the dynamic of a conversation for the better or worse.”
Include Yourself in the Conversation
In the spirit of equality, speakers and writers should also include themselves in their arguments and narratives. Say “we” rather than “you.” Self-inclusive language helps eliminate hierarchies and signals that you have a stake in the outcome too, that you’re acting in good faith. It also forces you to empathise. If your message is “we’re all in this together” then the implication is that everyone must appreciate one another’s perspective.
“Anyone who is an effective communicator puts themselves into the narrative,” explains Lavin, “not in an arrogant way, but in an understanding, empathetic way. We can take a lesson from Te Reo Māori. In Te Reo Māori, we could start a meeting by saying tēnā koutou which is Greetings to everybody in the room (3 or more) or we can say tēnā koutou katoa which is greetings to everybody, and I’m including myself in the statements going forward.”
“Anyone who is an effective communicator puts themselves into the narrative.”
Phoenix Lavin
Inclusive language is also a prime launching point for bolstering your own credibility and experience. Politicians often use unifying language to great effect. Most never pass up a chance to point out their “working class roots” or “humble beginnings” to connect with their constituents. There’s a simple reason for the ubiquity of this approach: it works. If you’re sincere about your connection, your audience will (and should) respond positively.
“If you’re part of the organisation,” Lavin explains, “then communicate that these decisions are affecting you too. Let’s say you’re at the top table for an expensive capital replacement, and the stakeholders say, The business can’t sustain this. Your response should be: We understand the hesitancy, and we understand the drivers of the business. As a part of the workforce, I understand this. That type of language creates an unconscious connection. So, suddenly you’re not just a person saying I want something from you. You’re saying We need to do this together.
Got an Expert? Bring them Along
Credibility is such a key part of influencing that it’s foolish to omit someone with expertise in the arguments and ideas you’re presenting. Too often, we feel overly confident or too prideful to admit our ignorance of a topic, opting instead to “fake it ‘til we make it.” It’s a dangerous gamble that can tank your influence if you’re outed by a technical question. Lavin advises that if you think your credibility may be questioned, to bring someone else into the room:
We always think we have to do difficult conversations on our own, but we don’t. There’s nothing wrong with saying, ‘Oh, I’ve brought Ms. X along with me today because she’s currently working with X systems and she’s got a better overview and understanding of this.”
The need for expertise requires FMs to build and maintain professional relationships. Find people who can provide you with answers and guidance when you’re stuck. “I still need to bounce things off people,” Lavin admits. “I’ll ring people and say, I’ve got to bounce this off you. This is where I’m going, and I can see it’s not going to work but I can’t quite see my way out of it. When you’ve got a great network of people who have skillsets different from yourself, you can do that.”
Conclusion
At its most complex level, the art of influencing is about abiding by simple courtesies of communications. It doesn’t take an advanced degree in communications or being a master orator to be empathetic, inclusive and thoughtful about the words you use. There’s no “political correctness” to abide by. For most managers, these “strategies” are basic mores of professional conversation. Often the real art of influencing is not in the execution of these simple courtesies, but in the remembering to do so.
Definition: After-hours HVAC is the delivery and maintenance of a facility’s heating and air-conditioning services, outside regular operating hours, for the benefit of a tenant. Tenants pay an hourly rate (usually specified in a lease) for any costs associated with after-hours HVAC operation. After-hour times normally include evenings, weekends and holidays.
After-hours HVAC goes by different names in different markets. For example, in the U.S. it’s sometimes referred to as “overtime HVAC.” Some landlords may use the term “after-hours air conditioning” in a lease or shorten it to “after-hours air con” or “AHAC.”
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AHAC: A Response to Changing Workplaces
Social and technological forces have changed the workplace over the last decade. Millennials are now the largest generation in the U.S. workforce. AI and automation are driving increased productivity. The Internet of Things (IoT) is fueling smart building design, and the COVID lockdown kickstarted a revolution in remote working. The standard 9-to-5 work day is behind us, replaced by hybrid schedules, teleconference meetings, and a more remote workforce.
These social and technological changes accelerated specific trends within facility management and building design. These include a move to more flexible workspaces, the integration of “smart” tech and the push for sustainable design. It is out of this demand for more work and building flexibility that services like after-hours HVAC emerged.
Today it’s commonplace in the FM industry to provide tenants with lighting and HVAC services outside of normal operating hours. In turn, firms use this flexibility to expand work hours, hold company meetings and host special events.
Charging for AHAC
Usually the first question a property owner asks is “How much do I charge?” Most tenants and/or their lease advisors insist that AHAC charges represent a reasonable estimate of the “actual cost” for providing after-hours service. But what is the actual cost of operating an HVAC system for one hour? Calculating a “reasonable” estimate is often difficult because HVAC systems are complex. In addition to electricity, they also require water, gas or oil to operate. Then there’s wear-and-tear of equipment, staffing, elevators, car parks and other costs to consider.
To keep things simple, some FMs determine a fixed rate based on the electricity, depreciation and a small percentage to cover “admin” costs. Other landlords avoid the hassle altogether and include the estimated cost within the monthly rent. While there are AHAC calculating best practices, the best approach is one that balances accuracy with simplicity.
Billing Strategies
Billing tenants for AHAC takes several forms. Most property managers start the billing cycle the day they execute the lease. AHAC hours are charged at the agreed rate and billed to the tenant if and when they make a request. Other FMs may allot a number of free overtime AC hours for the term of the lease (e.g., 300 hrs for 5 years). In that instance, an AHAC charge begins only when the tenant exceeds those cumulative free hours.
FMs can bill tenants for AHAC on a monthly, quarterly or yearly basis. After-hours HVAC charges are always billed separately from normal operating hour utility expenses to avoid double charging tenants.
Lease Stipulations
Lease stipulations are common within AHAC tenancy agreements. Some lease clauses may further define AHAC times by listing specific holidays or “dates of observation.” Other provisions set limits on tenant usage to protect the landlord against unexpected costs. For example, most property owners include a provision that allows an annual review and adjustment of AHAC rates based upon current utility costs. This is to protect the landlord against the volatility of energy prices.
To assure quality service, the majority of leases also require that tenants give a 24 or 48-hour notice. The stipulation ensures engineering staff have enough time to carry out the request. There’s also a practical reason. Every HVAC system requires a start-up time to bring the property to the standard temperature (e.g. 22°C/72°F). Notices help give the system enough lead time to ramp up. Start up times are also why landlords stipulate a minimum service time of one hour. Scheduling the HVAC system for only 30-minutes wouldn’t likely cover the actual cost of operation.
Scheduling
There are several ways to request AHAC services. Many programs have tenants create a work order or similar request via a tenant portal. Maintenance staff then program beginning and ending times along with the dates requested. The tenant then arrives at the property on the scheduled day and time.
Other properties equip each floor or tenant space with its own controls, usually a switch or button-operated interface. Occupants have control and can “order” after-hours AC or heating simply by turning the system off and on. Software then records the time and duration and charges the tenant accordingly.
Forward-looking facilities use after-hours automation software that give tenants more control of the scheduling process. Tenants make their AHAC requests through a smartphone app or web browser. The software then programs the system to operate at the desired time, date and duration. These programs cut down on staff time and increase scheduling flexibility.
Charging tenants for after-hours air conditioning (AHAC) presents many difficult questions for FMs. How do I calculate an hourly rate? How do I separate after-hours billing from normal utility OPEX? Do I have enough resources and staff? Calculating and managing after-hours HVAC is complex, and some FMs choose to forgo charging tenants to avoid the hassle. Instead, they raise “maintenance fees” or other charges to cover the extra electricity.
If this describes your situation, there’s a good chance you’re falling short of recouping the full cost of your operating expenses. Plus, you may be missing out on other “softer” benefits associated with charging for AHAC services. Here are five reasons to start an after-hours HVAC program today.
1. After-Hours kWh Are Usually Peak Load Times
Most leases list “operating hours” for the work week at 8:00 am to 6:00 pm or something similar. This leaves evenings open for tenants to schedule after-hours HVAC (along with Sundays and holidays). However, peak hours for electricity also occur in the evenings, especially in the summer months. Peak hours or on-peak times are when you’re paying the highest price per kWh to run your HVAC system. So, tenants using after-hours AC in the evenings are consuming current at a premium. Even if you’re charging a general CAM fee or “admin fee” to cover the added energy costs, it may not be enough to offset these higher peak demand prices. And if you’re not charging at all, you’re certainly cutting into your profits.
2. AHAC Charges Encourage Energy Conservation
For seasoned FMs, it’s no secret that charging pro-rata rates for electricity doesn’t encourage conservation among your tenants. Absent a green lease or submetering, tenants show less incentive to save energy with pro-rata billing. Why put in the effort to save 10% per month if the savings will be split among everyone in the building? But an effectively managed after-hours HVAC program can counter this attitude. It works like a type of sub metering. Tenants are responsible for only their share of kWh used, and they are billed as such each month or quarter. This encourages them to bring down their electrical consumption to lower operating costs.
3. New Hybrid Workspaces Demand It
As the COVID pandemic begins to subside, companies are asking remote workers to return to the office. But some employees are pushing back, instead, demanding more flexible schedules. The expectation is that many employees will split their time between home and the office. These new work approaches will broaden normal operating hours and pressure FMs to adapt. Thus, the demand for “amenities” like after-hours HVAC will become necessities. By starting your after-hours program now, you’ll make the transition easier for your staff and clients.
4. It May Improve Your NABERS Rating
If you want an accurate assessment of your property to secure a NABERS Energy and Water rating, you’ll want to include any after-hours air conditioning (AHAC) requests. To rate your building’s efficiency, a NABERS assessor needs to calculate your total rated hours. First, he or she will calculate the power consumed during normal operating hours (ex. 8:00 am to 6:00 pm). Next, the assessor will add any qualifying AHAC requests to the total. However, requests must record the date, time and space. Simply handing the assessor a spreadsheet with the “total hours run” for the year won’t work. As a result, your AHAC hours data may be skewed or not counted. Inaccurate or omitted data lowers your efficiency rating, but an after-hours HVAC program will account for every kWh.
5. It’s Easy to Automate
Just the thought of adding a separate utility billing process to their weekly tasks is enough to turn many FMs off of charging for AHAC. It’s a legitimate concern. Manual scheduling and billing programs do require staff resources, time and spreadsheets to function. However, today’s after-hours HVAC apps automate the bulk of the process, leaving you with time to focus on your properties. Tenants use a mobile app or web browser to make after-hours HVAC bookings. The app then integrates with your BMS to carry out the request. Monthly billing is also automated, so recording mistakes are minimised and time management is maximised.
