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Mandatory Flashcards

1
Q

What are the Principles of Client care

A
  • The concept of identifying the different clients and the behaviors appropriate to establishing good client relationships
  • identifying key drivers for the instruction
  • Good Communication
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2
Q

What does good client care require

A
  • A clear understanding of the clients objectives
  • A professional Approach
  • Clear, concise communication
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3
Q

How do you deal with client complaints ?

A
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4
Q

Why would you use a KPI

A
  • Provides a Quantifiable measurement to assist parities
  • To ensure client requirements are met
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5
Q

What are the five steps for setting up a KPI

A
  • Planning to clearly establish what needs to be improved
  • Analysis, to gather data and determine how big the task of achieving the KPI is
  • Action to development and implement plans
  • Review, to monitor performance against targets
  • Repeat
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6
Q

How do you establish client objectives ?

A

-Client questionnaires
- KPI
- Benchmarking
- Clear communication

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7
Q

Who are you clients

A

NDR - LA, DLUHC
DVS - LA
DfT - SoSfT

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8
Q

What constitutes a complaint ?

A

Any expression of dissatisfaction

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9
Q

As an RICS firm what are you obligations with regards to Complaints handling Proceedure

A

RICS rules of conduct are set out in Appendix A-

  • Firms must provide a complaints handling procedure including an ADR provider.
  • Maintain a complaints log
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10
Q

What does an effective CHP need to be ?

A
  • Fit for purpose (Reflecting the size and structure of the business)
  • Made available to and understood to all staff
  • Be regularly reviewed by all senior management
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11
Q

Why is listening a good negotiating technique?

A

Feel
Felt
Found

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12
Q

Give me an example where you used PPE

A
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13
Q

What are th principles requirements of the Health and Safety Act 1974?

A
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14
Q

What is contained within the control of Asbestos Regulation Document ?

A
  • Duty to manage Asbestos within non domestic premises
  • Carrying out non licensed work than still need effective controls
  • Non licensed work needs to notified to the LA within brief written records kept.
  • Training is mandatory to any who is likely to exposed to asbestos fibres at work
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15
Q

What would you do if you found damaged Asbestos in a building ?

A
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16
Q

Prior to inspections what are the precautions you take regarding Health and Safety

A
  • Inform my emergency contact of my whereabouts
  • Carry my people safe
  • Ensure I have the adequate PPE
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17
Q

What is a Profit and Loss Account ?

A

It’s account showing if a company has made or lost money during an accounting period ( Usually 1 Year).

It shows income and expenditure and various categories of assets.

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18
Q

What is a balance sheet?

A

A snapshot of a company’s financial assets, liability and equity at a given date.

Assets - Liabilities = Equity

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19
Q

What is cash flow

A

Show the Income and expenditure of company.

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20
Q

What is book value ?

A

The value an asset would appear on the balance sheet.

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21
Q

What measures of business performance are they ?

A
  • Gross Profit Margin
  • Operating Profit
  • Current Ratio
  • Earning per share
22
Q

What account regulations are there ?

A
  • IFRS
  • IAS
  • UK GAAP
23
Q

What different types of company are there?

A

Ltd - Liability is limited to what they have invested

Plc- Limited liability company that sells shares to the public

LLP - Partners have liability.

24
Q

What is ADR?

A

Provides a confidential and alternative method of tacking legal disputes.

25
Can you name some types of ADR and the differences between them?
- Meditation - Arbitration - Adjudication - Litigation
26
Can conflict be good ?
- Provides solutions to problems - Challenging old processes - Creates new opportunities
27
Can conflict be bad ?
- Drives bad behavior - Isolated working - Detrimental to the projects objective
28
What can you do to make buildings more inclusive?
- Accessible to everyone - Responsive to people’s needs - intuitive to use
29
Health and Safety What is the safe person concept ?
- Individual assumes behavior responsibility for self, colleagues and others while at work.
30
What do you consider when inspecting ?
-Tell emergency contact of location and time - PPE requirement - Signing in and out
31
What are some of principles of the health and safety Act [1974]
- -Employer duty to ensure as reasonably practical health and safety at work - Policed by Health and safety Executives - Record all injury’s - Health and safety details should be on site.
32
What the some of the principals of the control of Asbestos Regulations [2012]
- Applies to non domestic and communal areas of domestic.
33
What are the steps in managing Asbestos ?
- Duty holder must assess wether premises contain asbestos - Assess the risk - Produce and Asbestos register - Review the register every 6 months
34
What are the principals in the RICS Guidance Note ‘ Asbestos Legal Requirements and Best Practice?
- Details of common Asbestos - How to commission a survey - Property life cycle and Asbestos management plan - Risk assessment for building pre 2000
35
Can you act is the dual role of advocate and expert witness in the upper tribunal?
- No only in the Valuation Tribunal
36
What makes a good team player ?
- Listening to ideas - Respecting others - Sharing information - Good communication skills - Identifying strengths and weaknesses
37
Can you explain some principles of the Equalities Act 2010
- Service providers to make reasonable adjustments to help less abled persons access buildings if placed at a significant disadvantage
38
How does the National Planning Policy frame incorporate inclusive environments?
-Visual Appearance is important but inclusive design must take paramount in all settings and new developments, public and private space.
39
How does Part M of the Building regulations incorporated inclusive environments ?
- Covers Access to buildings - Disability complaint - Include Ramps and certain height steps - Wheel chair access 
40
What is the difference between GAAP and IAS
IAS is a principle based accounting accounting method used by 120 countries whereas GAAP is a rule based accounting method.
41
What are the steps for managing asbestos
- Duty holder (Reg 4) Owner if vacant and leasee if holding a repairing lease to assess the asbestos and condition - Assess risk and produce a management plan (removal/ Encapsulate) - Produce an Asbestos Register & make available to parties who may disturb - Review register every 6 months
42
What are the three main ways to resolve a dispute
- Negotiation - Mediation - Adjudicative Process
43
What are the key points RICS PS: Surveyors Acting as Expert Witness 2014
- Duty of care to the court not the client - CoI Check - ToE needs to set out before agreeing a fee - Advise must be impartial and fall within expertise - Must state facts
44
What are the key points RICS PS: Surveyors Acting as Advocate 2017
- Must act in the interest of the client - Must not mis-state facts to advance clients case - Must act in a way to maintain integrity of judicial process - Must confirm instructions in writing
45
How do you decide which ADR to use
- Stated in CHP or specified on the lease
46
What are the 8 individual Rights contained within the data protection Act ?
- Right to be informed - Right of access - Right to rectification - Right to erasure - Right to restrict processing - Right to data portability - Right to object - Right to automated decision making and profiling
47
What are the 7 data protection principles
- Lawfulness - Purpose limitation - Data minimisation - Accuracy - Storage limitation - Accountability Security
48
What are the 9 protected characteristics of the Equalities Act (2010)
- Gender Reassignment - Sex - Sexual orientation - Age - Disability - Race - Religion or Belief - Marriage and Partnership - Pregnancy and Maternity
49
What is unconscious bias
Prejudice or unsupported judgements in favour of or against one thing, person or group
50
What makes a good team player
- Listening to peoples' ideas - Respecting others - Sharing information to create a positive team environment - Good communication skills - Identifying strengths and weakness
51
What are a the characteristics of an effective team ?
- Common sense of purpose -Clear understanding of team objectives Mutual Respect and Trust - Willingness to speak openly -Clear identification of roles within the team
52
What are the VOA's KPI
To deliver - Timeliness of work - Great Customer service - Quality Valuations

APC (13 decks)

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