1- Where should facility managers start when developing goals for the facility management organization?

A- An internal focus on FM employee and contractor needs.

B- An internal focus on FM mission and vision.

C- An external focus on the entire organization.

D- An external focus on laws, standards and regulations.

2- Which approach to innovation often originates from external sources?

A- Best practices.

B- Continual improvement.

C- Re engineering.

D- Change management.

3- A facility manager wants to use some union employees on a facility management project. Which of the following does the facility manager need to negotiate with union representatives? Select two.

a. Temporary shifts in duties for union workers

b. Wages for the union workers

c. Use of union versus non-union workers on the project

d. Training to join the FM organization so they can be on an FM project

4- A facility manager is approached by a subordinate with a complaint. As the subordinate is speaking the facility manager begins to formulate a response so he will be ready to speak when the subordinate is finished. At best, which level of listening is this facility manager practicing?

A- Empathetic listening.

B- Selective listening.

C- Active listening.

D- Ignoring.

5- A facility manager regularly visits staff on the job and expresses concern for helping everyone accomplish their work. it seems to have a positive motivating effect on work output. which management style is this facility manager using?

A- Laissez faire management.

B- Manage by walking around.

C- Coaching leadership.

D- Manage through employee empowerment.

6- When assessing whether to change a practice in the facility management organizational structure, what is on of the first steps you should undertake?

A- Research and understand the history of the practice.

B- Ensure the practical is identical to core organizational structure practice.

C- Propose the change to FM staff and ask their opinions.

D- Survey FM staff to determine how many of them always follow the practice as specified.

7- What allows facility managers to exercise the most control over terms?

A- Controlling group dynamic.

B- Controlling team processes.

C- Controlling team outputs.

D- Controlling team inputs.

8- What is generally true of facility management policies, procedures, and practices?

Select one:

a.They frequently affect the choices made by managers and staff in the entire organization.

b.They cannot take required skill levels for services into account when assigning expected time or cost.

c.They vary for contractors because they must specify the processes for the required tasks.

d.They specify minimum standards for work but allow workers to define the quality for the standards.

9- What can you assume when staff is aware they are underperforming, performing adequately, exceeding expectations, or overreaching their authority?

Select one:

a.Staff are more likely to perceive criticism of themselves or others as fair.

b.Staff are more likely to need management's help when they encounter problems.

c.Staff are less likely to feel threatened due to management meddling.

d.Staff are less likely to accomplish work without some duplication of effort.

10- What can be assumed about conflict management?

Select one:

a.Drops in performance levels or nonverbal cues may be the only way to detect when some conflicts are occurring.

b.Facility managers designate themselves as mediators using position power and policy, ensuring they will be used to resolve conflicts.

c.Conflict resolution is designed to first diagnose and then treat the symptoms of the conflict.

d.Facility managers realize that conflicts reduce team cohesiveness and find ways to prevent most conflict.