bok presentation communication skills and functions · bfma certificate program: body of knowledge...

BFMA Certificate Program

Communication Skills and Functions

www.bfma.org/resource/resmgr/CertificateProgram/BOK.pdf

1

Shantelle Boatright, CFSP

SECTIONS OF THE BOK1. Governance2. Communication Skills

and Functions3. Project Mgmt. Skills4. Work Simplification,

Process Improvement, Business Analysis

5. Information Management within Forms Management Function

6. Forms/template Design and Development

7. Forms Print Production8. Procurement and

Contracting9. Inventory Management

and Warehousing 10. Administration of Forms

Management Program

21 May 2018 Copyright 2018 © BFMA | All Rights Reserved

What To Expect Today

• Define Communication Skills and Functions• How does this apply to FM day-to-day

operations• Why is this important

Copyright 2018 © BFMA | All Rights Reserved 21 May 2018

BFMA Certificate Program: Body of Knowledge

Communication Skills and Functions

• Forms visible communication between a

business and its client base Key interface with requesters

• Good communication = accurate data collection

• Know your audience



Customer Service Techniques

• Responsiveness, accuracy, timeliness, sound advice, respect for requirements/needs

• Positive image of department• Responds to timelines and pressures



Counsel and Guidance

• Management, project teams, internal and external stakeholders – help them understand best practices and requirements

• Reduces assumptions, improves optimal solutions being developed

• Meeting REAL needs

Copyright 2018 © BFMA | All Rights Reserved 21 May 2018


Influencing and Persuasion

• Supporting recommendations• When presenting options, provide reasons

and justifications• Obtain buy-in from customers and

management



Negotiator

• Timelines (form development, deployment)• Products• Terms and conditions• Resource allocation• Costs (print vendors, specs)



Facilitator

• Fact finding sessions • Informal discussions on forms or processes• Map business processes/ determine gaps• Obtain feedback or change to forms



Interviewing - Gathering Requirements

• Project blueprint• Define goals, tasks and deliverables• Timeline• Budget• Communication



Participation in Cross-Functional Teams

• Form Owner focuses on their requirements• Essential for stakeholders to participate and

support final form• Workflow discussions ensure form

effectiveness



Work Group Development

• Effectively communicate requirements, deliverables, vision, specifications

• May be internal or external resources



Presentations/Demos

• Results of analysis• Proposed form design layouts/options• Forms best practices education



Communicate Compliance Standards

• Explain why standards exist• Obtain support in maintaining brand/image• Organizational culture



Establish Relationships

• Key program staff• Records Management• IT, Data Administrators• Security/Privacy• Purchasing/Procurement• Communications and Marketing• Legislation/Policy



Interpret/Translate Technical Language

• Bring disparate disciplines together during meetings, demos, presentations

• plain language translation



Listening Skills

• Listen, reflect, question to confirm intent or need

• “Seek first to understand”



Writing Skills

• Forms development• Announcements (new/revised/cancelled forms)

• Print specifications/user requirements/RFP• Clear business writing (manual/style guide, etc.)

• Enquiry response



Promote Forms Management Program

• Promotion is key to a successful program• Convey value• Management reporting, metrics

management, presentations, employee/manager orientation, open house, conference attendance, partnerships, success stories



Deliver Reports and Briefings

• Record data for all metrics and be able to report those metrics to senior management (gain, keep and receive their support)

• Written and delivered reports are separate skill sets – be proficient in both


21

Thanks for joining uswww.bfma.org/resource/resmgr/CertificateProgram/BOK.pdf

Shantelle Boatright, [email protected]

https://www.linkedin.com/in/shantelleboatright/

BFMA Certificate Program

bok presentation communication skills and functions · bfma certificate program: body of knowledge...

Documents