Successful properties have lighting that suits the needs of their occupants. Proper lighting can boost productivity, mood and an overall sense of worker wellbeing. While bad lighting can do the opposite. Light flicker is detrimental to the workplace, often causing migraine headaches, eye strain and general eye discomfort in workers. Even worse, light flicker can often be a hidden danger, going unnoticed for months or years while negatively affecting occupants. Understanding and detecting light flicker ensures a healthy and safe working environment.
What is Light Flicker?
Light flicker is the repetitive and rapid changing of a light brightness over time. Such light repetitions are too fast for most humans to see but can still produce negative side effects in individuals with sensitivities, including headaches, nausea and eye strain.
Lights flicker because of their power source. Most facility light sources run on alternating current (AC) electricity. AC produces electrical cycles that fluctuate from positive to negative. Power starts at zero, grows to a maximum positive charge, then reverses itself to a maximum negative charge. These cycles are measured in hertz, and most power is delivered in 50 or 60 hertz.
Because most industrial and commercial lighting runs on AC current, their bulbs must also follow a similar alternating cycle. Illustration 1 shows the alternating waveform of a standard incandescent bulb. The bulb cycles through a maximum positive charge to a maximum negative charge. Essentially, the AC power supply is turning the incandescent bulb on and off.
However, as the bulb’s cycle moves from one maximum charge to another, it passes through a lower voltage. Therefore, the bulb goes from bright to dim to bright again. It’s these repetitions that cause light flicker.
Illustration 1. The typical alternating voltage waveform for an incandescent bulb. These changes in voltage are why light flicker happens.
We normally don’t notice light flicker because of the speed at which it occurs. Lights reach maximum brightness twice in each cycle, so at 60 hertz power, that’s 120 cycles or 120 times per second! At that speed, the light appears to be “on” all the time. This is why turning (slowing) down an incandescent bulb using a dimmer switch can produce a visible flicker.
Ways to Detect Light Flicker
To eliminate light flicker, first you must locate it. The easiest place to start is your “Suggestion Box” or tenant satisfaction survey. Are you getting complaints about the lighting? You may have a big problem, even if it’s only a small group of respondents. Remember: not everyone is susceptible to light flicker effects, so don’t let “only a few complaints” lull you into a false sense of security.
If you do suspect there’s a problem, go through and test suspected areas of your building. The easiest way to detect light flicker is to take a photo of a fast-moving object. Snap a photo with your smartphone of an object like a ruler (see Photo 1 below). If you can see discrete positions of the ruler (left), the lighting has a high light flicker. But, if the position blurs together (right), it has a low light flicker.
Photo 1: The stepped appearance of the waving ruler on the left photo indicates high flicker rate in a bulb, while the blurred left image indicates a bulb with less flicker. Photo courtesy of Susan Mander.
Another strategy for testing for light flicker is to use your smartphone’s camera app. Most people have at one time or another witnessed dark horizontal bars appear on their phone’s screen when they view light sources such as LED bulbs, computer monitors or TVs. These horizontal bars form because the camera’s video frame rate and/or screen refresh rate is high enough to capture the source’s dimming light cycles.
To test a bulb for flicker using your phone, take a photo of the light source, a “slow mo” video or simply hold the phone close to the source while viewing a live image. If there are horizontal bands of dark bars, there is light flicker (Photo 2).
Photo 2: Slow motion video reveals dark horizontal bars across a light source like an LED bulb or computer monitor. Photo courtesy of Susan Mander.
Reducing the Effects of Light Flicker
You can combat light flicker with natural light. Since light flicker exists because of the fluctuation from bright to dim, you can use natural lighting, which has zero flicker, to fill in the gaps. While sunlight isn’t a substitute for quality bulbs and proper electrical system upkeep, it can be a good short-term solution. What’s more, natural lighting has other benefits to the physical and mental health of workers.
Fluorescent Bulbs
Early in their development, gas-filled linear fluorescent bulbs were notorious for producing light flicker in office buildings. Early models caused worker headaches and eye strain, but the later switch from magnetic to electronic ballasts eliminated the flicker along with the complaints.
Today, linear fluorescents and their small cousins the compact fluorescent bulb (CFL) enjoy widespread use. However, fluorescent lights can still produce light flicker for a variety of reasons.
Like any bulb, these gas-filled illuminators work less effectively with age. And, unlike incandescents, they don’t suffer catastrophic failure. That is, fluorescents won’t simply go out. Instead, they will continue to work even if only way. That means flickering side effects could go on for some time. So keep fluorescent bulbs fresh. If replacements are still flickering, you may have a bad ballast, especially if you hear a hum.
LED Bulbs
LED bulbs are the growing trend in facility illumination because they’re more efficient than incandescents and fluorescents. LEDs also extend bulb life, with a run time of around 20K to 100K hours.
Instead of tungsten filaments and gas vapor, LEDs use electronics (light emitting diodes) to produce light. Because of this, they tend to have a harsher AC flicker wave profile than other bulb types. So, bulb designers attach electrical components in the LED bulb’s base to reduce flicker.
However, when it comes to light flicker and LEDs, it’s a buyer beware situation. You usually get what you pay for. Some LEDs have almost no flicker, while others have an abundance. It all depends on the quality of their electronics. Perform your own flicker detection tests before you decide.
Mander, Susan. “Key Lighting Principles for Facilities Managers.” Presented 15 June 2021. Online presentation for Facilities Managers Association of New Zealand.
Are you finding it hard to procure office equipment? Is your supply closet running short on toilet paper? Supply chain issues are a global problem, and shortages are hitting every sector. Office managers in the U.S. are finding it hard to locate basic office supplies like paper, printer ink, lightbulbs and, yes, even toilet paper.
Trade experts say the global supply chain conundrum could be years away from resolving itself. So, many firms will need to adjust their procurement practices to locate alternative resources and manage rising costs. To that end, here are five tips for surviving the supply chain issues you’ll want to try out this year.
1. Barter with Competitors
Supply issues are prime times for beefing up your business relationships or calling in old favors. If you have excess resources, find a competing property owner who needs them and offer a trade. Such transactions could also include services-for-supplies too. Don’t be too proud. Cooperation helps the whole industry win. NOTE: Depending on where you do business, you may be required to report such bartering “profits” as taxable income. Check with your CPA.
2. Buy Used, Source Local
With international supply chains still struggling, many are looking to local and/or second-hand stores for procuring used supplies like office equipment or furniture. Look at both brick-and-mortar and online stores. On trading platforms like Craigslist, eBay or TradeMe you can easily filter searches by location to find products/services within a workable range for quick delivery. Buying used cuts down delivery time and gets the job done until you can find replacements. It’s also better for the environment!
3. Reduce Your Use
One upside to doing without is learning to live with less. Supply shortages are great opportunities to launch campaigns around efficiency and cost cutting. Use less paper products by transitioning to digital documents. Is your disposable coffee cup supply running low in the break room? Then buy your staff personlised mugs. Necessity is the mother of Invention, so use an unpredictable situation to promote conservation and frugality among your team and tenants.
4. Promote Flexible or Remote Working
By embracing the remote work trend, you can offset some supply use and costs to workers, many of whom will be happy to trade sweatpants and a much shorter commute. Besides using fewer resources, flexible work models offer more benefits for both employees and companies including increased productivity and higher retention.
5. Prepare for Tenant Backlash
Lack of supplies inevitably trickles down to your tenants. Sidestep complaints and backlash by preparing them before scarcity hits. Here are a few themes to weave into your tenant messaging.
Fairness. Some tenants may feel others are getting preferential treatment. Strong messaging is needed here. Any emails or correspondence needs to firmly dispense with such rumors before they grow. Maintain a voice of empathy and understanding around the shortages and their implications.
Transparency. Keep tenants abreast of delivery updates. Being in the dark is worse. When tenants can see there’s an end in sight, their patience increases dramatically. But even if you have no idea, be honest about your situation; sincerity does the heavy lifting when it comes to acceptance of a bad situation.
Collective Struggle. Take a “We’re in this together” approach. Groups get through things easier when there’s a feeling that everyone is sacrificing. However, this isn’t a time to point out how you’re the victim too; don’t unwittingly create a competition for “who’s got it worse.” Instead, stress collective sacrifice as a balm for individual angst and impatience.
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.
The Niagara Framework (NF) is developed by Tridium, and if you visit the company’s website, you will learn Niagara is a “comprehensive software platform for the development and deployment of connected products and device-to-enterprise applications.” If you’re like most FMs and property owners, that description sounds pretty technical and dense, as if it were written in a different language. Ironically, the notion of miscommunication within different languages illustrates perfectly what the Niagara Framework is and, more accurately, what it attempts to solve.
Let’s try to clarify Tridium’s definition by breaking it down into parts, so that by the end of this article you should have a better idea of what Niagara does. We’ll start with a simple thought experiment, then take a deeper dive into how Niagara helps buildings and devices communicate.
Niagara: The Ultimate Travel Adapter
Imagine you’re going on an overseas vacation and need a travel adapter. While at the airport waiting to take off, you spot an adapter in a retail store window. However, it’s not just any old travel adapter, it’s the Ultimate Travel Adapter, equipped with hundreds of outlets for every country, region and plug type imaginable. What’s more, the adapter has older plugs styles, so now you can charge that ancient iPod you brought along. Imagine you bought such a product. What could it do for you?
For one, it would give you the flexibility to buy and use any device you wanted. It would free you from having to use one brand. It would eliminate compatibility issues. Plus, it would let you plug all your devices into one place, simplifying the management of all your electronics.
The Niagara Framework functions like the Ultimate Travel Adapter, connect all of your devices and platforms together into one architecture. You can find a Tridium explainer video here.
Next, imagine your adapter has controls for managing each device. It also comes equipped with a dashboard that shows power consumption, current status, and security alarms. Even better, you’re able to access all of this valuable information online. With such a digital tool, you could save energy by unplugging unneeded components, quickly identify failed devices and better predict outages. In short, you could save time and money by increasing your efficiency.
Finally, image your travel adapter itself adapts to the changing technological landscape. After all, plug styles come and go, and so your adapter must also adapt or risk becoming antiquated. Such an adaptation feature could help extend the life of your equipment, letting you bring your favorite devices into the future. It would give you considerable freedom and centralised control over your travel itinerary.
This, in a nutshell, is what the Niagara Framework platform does: it works as a “architecture” for connecting systems and devices for building operation and automation. Now let’s take a deeper dive into how devices and systems communicate to better understand Niagara’s role.
Protocols: The “Language” of Machines
Dozens of systems and hundreds of pieces of hardware make up modern buildings, and each of these components must communicate with one another. To accomplish this, building devices must share a common “language” or what engineers call a protocol. The result is “interoperability” of devices, which is the main goal of platforms like Niagara. This is what Tridium means by “development and deployment of connected products” within their description.
The two dominant standard protocols for building devices are BACnet and LonWorks. These protocols are why your smart meter can transmit energy data to your BMS, even though two different companies made them. The two companies have agreed to design their products using these standard protocols so that you could integrate them easily. Another benefit of standard protocols is that you get to pick and choose which devices you want to use, as opposed to being locked into using propriety hardware from a single vendor (think Apple products).
Standard vs Open Protocols
There are two basic approaches to achieving interoperability of devices: standard and open protocols. Open protocols are when hardware designers use a propriety language for their devices, but “open” their protocol for public use. Access to the protocol gives other developers the “dictionary” for building gateways and interfaces, which “interpret” from one machine language to another. Essentially, the company is saying: Take our protocol and design something that will let other devices work with it. Developers use these open protocols to ensure interoperability between their products and others.
Standard protocols work by building consensus among many different developers to adhere to a standard machine language. So, a standard protocol isn’t proprietary but shared among the members. The upside to a standard protocol is that it requires no interpreter or gateway. Devices speak directly to one another right out of the box.
The Niagara Framework adopts a standard protocol stance towards development of building automation devices. That is, it attempts to wrangle the long list of standard device protocols under one umbrella platform—a type of protocol for protocols. But more than devices make up buildings. What’s this “device-to-enterprise application” all about?
Buildings: A Polyglot of Digital Voices
In addition to device languages, there are also standards and protocols for almost everything that helps your building and business function. For example, there are computing standard languages for the internet (IP or internet protocols). Then there’s programming languages for software, operating systems (Windows vs Mac) and computer networks. When you add it all up, buildings are a cacophony of digital voices singing ones and zeros to each other (#ITjokes).
To ensure these voices sing in unison, enterprise standards like CORBA, XML and DCOM were created. These standards attempt to translate between different operating systems, programming languages and computing hardware. They ensure interoperability of platforms. Without them, companies would be inundated with service calls and services would grind to a halt.
The Niagara Framework, again, connects devices to any enterprise applications within your buildings. Say you wanted to pass energy usage data through to your accounting software. Because it’s a flexible platform that facilitates interoperability, you can use Niagara to easily build these types of connections. This is what Tridium means by “device-to-enterprise application.”
The Internet Connection
One big advantage the Niagara platform brings to building automation systems and devices is wireless connections. It achieves this by using the internet to connect all your devices and controllers. Thus, it sits firmly within the market of platforms that utilise the Internet of Things (IoT) to give building owners and managers granular access to every component of their systems.
In hardwired connections, your BMS would communicate to, say, your HVAC controller through a wired connection. Hardwired connections limit your access. But Niagara wireless internet connection gives you access through web browsers from anywhere. Connection via internet opens up possibilities. For example, it makes connecting new devices much easier. Management is easier too. Check the status of your fire safety systems while at home or on vacation.
Now, give Tritium’s definition another read: “Niagara Framework is a comprehensive software platform for the development and deployment of connected products and device-to-enterprise applications.” Hopefully, you understand it a bit better now.
Summary
Many systems make up today’s buildings. Fire alarms systems, HVAC systems, access systems and security systems to name a few. Today, most modern buildings have automated the management and operation of these systems. The Internet of things has streamlined management of systems, with sensors, devices, and equipment sending streams of data back for collelction and display to stakeholders.
The Niagara Framework is essentially a system of systems, a software architecture designed to integrate multi-vendor building automation systems (BAS) under one umbrella platform. It improves flexibility in managing, connecting, and visualising of your properties and data.
Today baby boomers and seasoned FM pros are retiring at a hasty clip. According to IFMA Foundation’s Global Workforce Initiative (GWI), more than 50% of FMs will retire over the next decade or so. The change is having a dramatic impact on companies who are racing to curate decades of valuable knowledge and experience before it turns its focus to the golf course.
Sadly, most employees feel disconnected when it comes to knowledge transfer and sharing at work. According to a Gallup poll, only about a third of employees in the U.S., France, Germany, Spain and the U.K. strongly agree with the statement “In my company we openly share information, knowledge and ideas with each other.”
Clearly, there’s a knowledge gap that needs filling, and smart firms aren’t waiting for the inevitable resource hit from the “Great Retirement” to put them at a disadvantage. Instead, they’re building knowledge transfer plans well before the gold watches are given out. But what are the key elements of a knowledge transfer? How can you make the most of a retiree’s last six months? To answer these questions, we asked seasoned pros to give us some guidance.
Target Explicit and Implicit Knowledge
To start, focus the bulk of your efforts on capturing the two key types of knowledge for most businesses: explicit and implicit knowledge. Here’s a oversimplified definition of both:
Explicit knowledge (EK)—Objective info that is easily codified, communicated, shared and stored. EK contains objective facts and data and is sometimes referred to as “know-what,” as in you know what the information is.
Implicit knowledge (IK)—Subjective info that is hard to codify, communicate and share. IK tends to be subjective, context-specific and based on individual experience. IK is often referred to as tacit knowledge or “know-how”, as in you know how to do something.
Too often, firms make explicit knowledge capture the priority. With good reason—it’s the easiest, low-hanging fruit of knowledge. For example, before your building engineer leaves, you have him or her update the maintenance schedule. It’s a clear cut transaction where critical information is recorded and stored within your database.
But that same engineer’s brain also houses other tidbits of precious knowledge collected over the years. These gems of implicit knowledge could be an un-documemented energy-saving hack for your cooling plant, or a personalised way of handling an particularly obstinate vendor. Both pieces of knowledge are valuable to your company, and both will vanish with the employee, unless you capture them first.
Knowledge Management Systems
Effective knowledge capture requires a “knowledge management system” or KMS for recording, storing and sharing info and processes. But don’t let the term intimidate you. Yes, there are plenty of paid KMS platforms with loads of bells and whistles, but an effective “system” could be a simple Google doc. Corporate wikis like Confluence are popular platforms for curating information, and if you already have Office 365, Microsoft Teams lets you add a wiki app. The sophistication of your KMS will depend on the size of your company and the amount of info you want to curate.
Accessibility
Regardless of the KMS, it should be centralised and accessible. All staff need access to documentation applicable to their department. Otherwise, you construct roadblocks to both access and contribution. Also, run a single system. Using different tools across teams erects barriers and creates potential software conflicts.
“Accessibility is super important,” explains project management expert, Dan LeFebvre. “Certainly, the type of documentation an accounting team needs is different from what another team might need. But if all information is in the same place, and you can control who has access, then at least it’s consistent. You’re telling everyone, no matter who you are, this is where you go to access all of the information we have at the company.”
LeFebvre suggests assigning one person to manage your KMS. One point of contact makes it easier to ensure consistency and facilitate documentation.
Easy Contribution
Even if you have the world’s best KMS, you still have to motivate your retiring employees to contribute, especially those eyeing the exits. “The real challenge is often not the tool itself, it’s simply getting people to document their processes and knowledge,” explains LeFebvre.
Hesitancy can stem from lack of interest. “It’s extra work,” says LeFebvre. “And nobody likes extra work.” But, he admits, it’s often the case that some seasoned workers simply don’t know where to begin:
“It’s difficult to explain something you’ve learned over twenty years. If someone’s been at a company for a long time, they often don’t think about the process. They just do it. What they think is one step, may actually be fifty steps for someone who doesn’t understand the process.”
Cross-Training Staff
There are many benefits to be had by training employees to do different jobs within the company. Spreading knowledge and skills among team members staves off burnout and improves collaboration across the organisation. More importantly, it helps build a company’s resilience during retirements and high turnover.
Steve West—a former GM at Auckland Unlimited—uses cross-training to build flexibility into his organisations. “I’ve always tried to have a flexible workforce, where there’s a transfer of knowledge, so everything isn’t stored in one person’s head.”
Measure Knowledge Transfer
Like any effective manager, West understands the power of measuring a problem. He is currently developing an information management system or “resource matrix” that measures and records the knowledge and experience of his staff for cross-training purposes. “I use it to locate who has full knowledge, who has some knowledge, and who has no knowledge. Then we start to rotate employees through different venues. It’s helped us work towards building some flexibility so that knowledge is shared across all resources.”
Getting Staff Buy-In
Cross-training can be a tough sell to those who don’t like getting out of their comfort zone. To win over recalcitrant staff, West suggests practicing simple communication and encouraging employee contribution. “I even ask my staff to contribute to their own knowledge appraisal. I may have got my appraisal wrong. Maybe she’s got more knowledge on this value than I thought she did.”
“At the end of the day, it’s about simple communication: Here’s what I want to do. Here’s why it’s an unacceptable risk to the business. Do you agree or disagree? Generally speaking, if you persuade with logic, most people will probably get on board. They might not always like getting out of their comfort zone, but if you sell it in terms of its power of affecting their professional development, they’ll buy into it.”
Knowledge Transfer Via Mentorships
Pairing up retiring staff members with in-house or new employees is an effective way to transmit elusive implicit knowledge. Mentees get a chance to shadow and learn first-hand from older workers, plus they gain opportunities to form instant personal and professional connections with other staff members, which can help the on-boarding process.
West’s organisation uses mentorships and has seen huge success pairing experienced employees with new comers. But he cautions managers to not limit their experiences to a mentorship, and he ensures effective knowledge transfer by shifting his mentees from one venue to another.
“You can’t keep them bored too long either. Mentees need development in other areas too. It’s no good placing someone with a mentor and leaving him there and waiting to see what happens for the next few years. You’ve still gotta keep them interested and engaged in the business.”
Mentorships are also a valuable opportunity to build a culture of knowledge transfer throughout your organisation. LeFebvre advises businesses to make documentation a part of the company culture. “Make it a normal part of the process to dump knowledge as employees think of it. During a mentorship, for example, the mentor may at some point think: Oh, I completely forgot about this part of the process. You want their next thought to be: I better write this down’.”
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.
