Don't necessarily like this section. Rather expand the sections above to include some additional examples of conflict resolution and a bit more detail. Don't think this section adds much.

Added Sub-heading

Added Sub-Heading

I moved this section up and added the Sub-Heading.

It would be great to use a diagram here. Liked the one from BiteSize Learining. High Resolution Diagram

https://www.bitesizelearning.co.uk/resources/thomas-kilmann-conflict-model

I think the module objectives need to be worded differently. Here are suggestions:

1. Understand the critical role customer service plays in facility management and its impact on overall operational success.
2. Learn how effective conflict resolution enhances customer satisfaction and fosters long-term relationships in facility management.
3. Recognize the importance of quality, tracking, and metrics in facility management to drive efficiency and continuous improvement.

This may be a good time to introduce the 5 Stages of Conflict. There was a blog in Linked In that had a good summary (here's the link to the original publishing: https://www.sentrient.com.au/blog/5-stages-of-conflict-and-workplace-conflict-resolution). I tried to find something similar in Praxis, but did not find it.

Your focus is on your customer, yet everywhere in the write-up you speak of "stakeholder". Remember, client can be a stakeholder, but not all stakeholders are clients.

So it may be prudent to perhaps define Customer and stakeholder and how they relate to each other. Otherwise, you may have to adjust the title or the content.

Enlarge video in window to ensure some of the graphics can be seen.

It's definitely very high level, and not sure that it truly covers the topic of developing the relationship. BTW, if you haven't used AI, you can use Video Summarizer to get an idea of video content without having to watch it all (though I did watch it). Here's the summary:

"In this educational video, Steve Martin, a seasoned Facilities Management (FM) professional, provides an in-depth overview of relationship management within the FM industry. He explains the importance of managing relationships with key stakeholders such as employees, customers, senior management, and vendors to ensure smooth operations and high service quality. The video covers the core competencies related to FM, the types of services provided, the role of financial management, and the significance of key performance indicators (KPIs) in measuring and improving service delivery."

Would move this to below the graphic of the Stakeholder Management Procedure. Then add other subtitles to denote some of the other steps, like Assessing your Customer, Developing the Communication Plans, and Engagement. This will help structure the overall discussion to follow the process and in turn help build more content.

I know there's a link above to stakeholder mapping, but it may be good to add an example of what a stakeholder map may look like in the text that shows an actual Facilities Approach. Here's a link to templates to use/draw from: https://www.canva.com/online-whiteboard/templates/stakeholder-maps/

The plan will also provide the frequency of communication and type of communication.

Who is this? There's no reference to a P3 manager in this module. Is this a carry over from a different module? Or just part of source material?

Should this be organization? Organisation is mostly used in UK, not in the US. May want to look at the rest of the class to ensure that you pick one or the other. Same goes for Programme vs Program.

Need to settle on the "language". You have Programme, which is typically UK use, but this may be more of a US audience, so they are more used to Program. Need to look through the entire course to stay consistent with the use of either or. Just need to pick one and stay consistent.

Your focus is on your customer, yet everywhere in the write-up you speak of "stakeholder". Remember, client can be a stakeholder, but not all stakeholders are clients.

So it may be prudent to perhaps define Customer and stakeholder and how they relate to each other. Otherwise, you may have to adjust the title or the content.

Your focus is on your customer, yet everywhere in the write-up you speak of "stakeholder". Remember, client can be a stakeholder, but not all stakeholders are clients.

So it may be prudent to perhaps define Customer and stakeholder and how they relate to each other. Otherwise, you may have to adjust the title or the content.

The objective should be to teach students how to asses the effectiveness of CRM initiatives in order to measure their return on investment (ROI).

The key takeaways should be good KPIs for CRM, methods for tracking, and continuous improvement.