In the world of facility management, the nuances of communication often go unnoticed. You might think that verbal exchange is the primary mode of communication, but in reality, non-verbal cues play a significant role in conveying messages and influencing perceptions.

In a recent episode of the Connected FM podcast, host Edward Wagoner sits down with IFMA Global Influencer and operations manager of the IFMA Ghana Chapter, Prince Botwe. Together they discuss how non-verbal communication impacts facility management, the various forms it takes, and why understanding these cues is essential for success in this field.

Understanding non-verbal communication in facility management

In the episode, Prince Botwe shares that communication within facility management can be viewed from two distinct perspectives: the facility manager as a communicator and the building itself as a communicator. Both aspects are crucial in establishing effective communication channels.

The facility manager as a communicator

The facility manager's demeanor, body language and choice of words all contribute to the message being conveyed. For instance, how a manager interacts with tenants or clients can significantly affect their confidence and trust in the facility management process. When a facility manager communicates effectively, it builds confidence among tenants, ensuring they feel valued and heard.

The building as a communicator

Buildings communicate through a variety of ways including their design, maintenance and signage. For example, a well-maintained facility with appropriate signage conveys professionalism and care. Conversely, a neglected space can signal a lack of attention to detail and professionalism.

4 Key non-verbal cues in facility management

Non-verbal communication encompasses various elements that facility managers should be aware of, including the following:

1. Artifacts

  • Definition: Artifacts are physical objects we use to adorn ourselves or our surroundings. These can be things like uniforms and signage.
  • Example: Safety signs in buildings serve as vital non-verbal cues that inform occupants of potential hazards, such as wet floors or construction zones.

2. Kinesics

  • Body Language: The way facility managers present themselves through gestures, posture and facial expressions.
  • Example: A facility manager who maintains eye contact and exhibits open body language is likely to foster trust and engagement among tenants.

3. Proxemics

  • Communication Through Space: Proxemics refers to the use of physical space in communication.
  • Example: A facility manager situated in a small cubicle versus one in a spacious office can affect perceptions of authority and importance within the organization.

4. Chronemics

  • Time as Communication: The timing of actions and responses can also send messages.
  • Example: If an air conditioning issue is resolved swiftly, it signals to tenants that the facility management team is competent and responsive.

The influence of non-verbal cues on perceptions

Understanding how non-verbal cues affect perceptions is vital for facility managers:

  • Building Trust: Effective non-verbal communication fosters trust and confidence among clients and tenants. When facility managers are attentive to their non-verbal cues, it enhances their professional image.
  • Enhancing Safety: Non-verbal cues, such as proper signage and maintenance, play a crucial role in safety communication. They ensure that tenants are informed of potential hazards, reducing the risk of accidents.
  • Impact on Relationships: Consistent and clear communication helps build positive relationships with tenants and clients. When facility managers demonstrate attentiveness and professionalism, it leads to increased satisfaction and loyalty.

The Takeaway: Non-verbal communication is a powerful tool for facility managers

Non-verbal communication is a powerful tool in facility management that extends beyond spoken words. By recognizing the impact of non-verbal cues, facility managers can enhance their communication strategies, foster trust and improve the overall perception of their role.

Listen to the full episode of Connected FM to hear why non-verbal communication is essential for facility management professionals.