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APC > Mandatory > Flashcards

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
Q

Can you name some types of ADR and the differences between them?

A
  • Meditation
  • Arbitration
  • Adjudication
  • Litigation
26
Q

Can conflict be good ?

A
  • Provides solutions to problems
  • Challenging old processes
  • Creates new opportunities
27
Q

Can conflict be bad ?

A
  • Drives bad behavior
  • Isolated working
  • Detrimental to the projects objective
28
Q

What can you do to make buildings more inclusive?

A
  • Accessible to everyone
  • Responsive to people’s needs
  • intuitive to use
29
Q

Health and Safety
What is the safe person concept ?

A
  • Individual assumes behavior responsibility for self, colleagues and others while at work.
30
Q

What do you consider when inspecting ?

A

-Tell emergency contact of location and time
- PPE requirement
- Signing in and out

31
Q

What are some of principles of the health and safety Act [1974]

A
  • -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
Q

What the some of the principals of the control of Asbestos Regulations [2012]

A
  • Applies to non domestic and communal areas of domestic.
33
Q

What are the steps in managing Asbestos ?

A
  • Duty holder must assess wether premises contain asbestos
  • Assess the risk
  • Produce and Asbestos register
  • Review the register every 6 months
34
Q

What are the principals in the RICS Guidance Note ‘ Asbestos Legal Requirements and Best Practice?

A
  • Details of common Asbestos
  • How to commission a survey
  • Property life cycle and Asbestos management plan
  • Risk assessment for building pre 2000
35
Q

Can you act is the dual role of advocate and expert witness in the upper tribunal?

A
  • No only in the Valuation Tribunal
36
Q

What makes a good team player ?

A
  • Listening to ideas
  • Respecting others
  • Sharing information
  • Good communication skills
  • Identifying strengths and weaknesses
37
Q

Can you explain some principles of the Equalities Act 2010

A
  • Service providers to make reasonable adjustments to help less abled persons access buildings if placed at a significant disadvantage
38
Q

How does the National Planning Policy frame incorporate inclusive environments?

A

-Visual Appearance is important but inclusive design must take paramount in all settings and new developments, public and private space.

39
Q

How does Part M of the Building regulations incorporated inclusive environments ?

A
  • Covers Access to buildings
  • Disability complaint
  • Include Ramps and certain height steps
  • Wheel chair access 
40
Q

What is the difference between GAAP and IAS

A

IAS is a principle based accounting accounting method used by 120 countries whereas GAAP is a rule based accounting method.

41
Q

What are the steps for managing asbestos

A
  • 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
Q

What are the three main ways to resolve a dispute

A
  • Negotiation
  • Mediation
  • Adjudicative Process
43
Q

What are the key points RICS PS: Surveyors Acting as Expert Witness 2014

A
  • 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
Q

What are the key points RICS PS: Surveyors Acting as Advocate 2017

A
  • 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
Q

How do you decide which ADR to use

A
  • Stated in CHP or specified on the lease
46
Q

What are the 8 individual Rights contained within the data protection Act ?

A
  • 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
Q

What are the 7 data protection principles

A
  • Lawfulness
  • Purpose limitation
  • Data minimisation
  • Accuracy
  • Storage limitation
  • Accountability
    Security
48
Q

What are the 9 protected characteristics of the Equalities Act (2010)

A
  • Gender Reassignment
  • Sex
  • Sexual orientation
  • Age
  • Disability
  • Race
  • Religion or Belief
  • Marriage and Partnership
  • Pregnancy and Maternity
49
Q

What is unconscious bias

A

Prejudice or unsupported judgements in favour of or against one thing, person or group

50
Q

What makes a good team player

A
  • Listening to peoples’ ideas
  • Respecting others
  • Sharing information to create a positive team environment
  • Good communication skills
  • Identifying strengths and weakness
51
Q

What are a the characteristics of an effective team ?

A
  • 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
Q

What are the VOA’s KPI

A

To deliver
- Timeliness of work
- Great Customer service
- Quality Valuations

APC (13 decks)

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