Mandatory Flashcards
What guidance did the RICS release on good practice principals for the management of health and safety in RICS regulated firms and for RICS members?
RICS Surveying safely, 2018.
What is the concept of a ‘safe person’, as outlined in RICS Surveying safely, 2018?
Each individual assumes individual behavioural responsibility for their own, their colleagues’ and others’ health and safety while at work.
What personal protective equipment (PPE) should a surveyor consider wearing?
High visibility jack, protective footwear, hard hat, protective goggles, gloves, and ear defenders.
What does your companies Lone Working Procedure say about inspecting sites alone?
Tell someone where you are going when you leave the office. Have a “buddy” as someone you will check in with at the end of the day if you aren’t returning to the office. Carry a charged mobile phone and personal alarm. Attempt to verify the authenticity of viewers and meet them outside the property/site before entering.
How large does an organisation have to be to carry out a documented health and safety risk assessment?
Firms employing more than 5 staff.
What are the five steps of a risk assessment?
Identify hazards present. Identify people at risk from the hazards e.g., employees, contractors, visitors. Evaluate the risk, considering the likelihood and severity of any accidents. Existing controls in place should be identified and evaluated. Record the findings on a suitable form. Review the risk assessment regularly.
Can you provide an example of when you have shown good client care?
When undertaking a letting, I kept the prospective tenant updated throughout so they were aware as to where their application was up to.
What procedures are required to be in place if a complaint has been made?
RICS has issued a Guidance Note on Complaints Handling, 2016. Complaint should be acknowledged within 7 days and investigated within 28 days. Firms must include a RICS approved ADR method e.g., Centre for Dispute Resolution (CEDR) or the RICS Dispute Resolution Service.
What is the guidance set out in RICS Complaints Handling, 2016?
Firm’s written complaint handing procedure (CHP) must be approved by RICS. Notify your PII insurer as soon as possible if there is a complaint as this could lead to a claim for negligence. Details of the CHP should be issued to a client at the same time as Terms of Business. Complaints log must be maintained to show the details, progress, and outcome of any complaints. Firms must include an RICS approved Alternative Dispute Resolution (ADR) mechanism in the Complaints Handling Procedure.
If a complainant is unhappy with how the complaint has been dealt with in house, what should be done?
Use an independent redress scheme chosen by the firm. Name of the redress mechanism must be provided to the complainant e.g., Centre for Effective Dispute Resolution (CEDR), Property Redress Scheme and RICS Dispute Resolution Service.
How would you prepare for a negotiation?
Agree your client’s objectives and negotiating strategy before starting the negotiations, detailed research and preparation, deciding what points you can concede on, and which are non-negotiable, understand the other party’s position, develop a partnership/collaborative approach, rather than an adversarial approach.
Tell me about a time when you had to demonstrate effective communication skills?
When undertaking a valuation on an industrial unit in Shrewsbury, I was required to communicate with local lettings and investment agents to obtain comparable evidence. By being transparent from the outset about the purpose of my enquiry, I was able to get a strong level of engagement from the agents and ascertain the information I required.
What key skills are useful for effective teamworking?
Listening, discussing, persuading, respect, helping, sharing, participating, communication and reflection.
What is unconscious bias?
Learned stereotypes that are automatic, unintentional, deeply ingrained, universal, and able to influence behaviour.
What does a balance sheet (statement of financial position) show?
Statement of the business’s financial position showing its assets and liabilities at a given date, usually at the end of a financial year.
What does a profit and loss account (income statement) show?
Summary of the business’s income and expenditure transactions, prepared usually on an annual basis.
What does the cash flow statement show?
Shows actual receipts and expenditure. It is not included in the annual accounts but is prepared for management purposes.
What is a covenant strength?
Ability of a tenant to meet the covenants of the lease. Includes rents, service charge, repairing and insuring obligations and statutory obligations.
What is a SWOT analysis?
Shows the strengths, weaknesses, opportunities, and threats to a business.
What can you do to try and avoid conflict?
Clear, concise, and careful drafting of the contract or lease and associated documentation. Understanding what could go wrong or how misinterpretation between parties might arise. Managing all parties’ expectations by understanding their objectives and clearly communicating these, as well as implementing ‘early warning systems’, including serving of appropriate notices. Negotiating contractual obligation carefully and transparently will help to avoid later conflict or at least enable their efficient resolution. Keeping good records with a sufficient level of detail can often help to resolve conflicts before they escalate.
What are the three main processes available in resolving disputes?
Negotiation: problem-solving efforts of the parties themselves. Mediation or conciliation: third party intervention which does not bind the parties to a decision but assists them to resolve difficulties. Adjudicative processes: an outcome determined by a third party, such as litigation or arbitration.
What are the advantages of Alternative Dispute Resolution (ADR)?
Speed, informality, opportunity for negotiation, cheaper and confidential.
What is arbitration?
Arbitrator appointed in a quasi-judicial role in accordance with the Arbitration Act 1996. Parties are bound by the decision. Can order a hearing or consider written representations. Will have specialist knowledge in the subject area. Cannot be sued for negligence but their decision can be over-ruled by the Court of appeal on a point of law only. Offers a fast, cost effective and confidential solution to a dispute. Surveyors can act as an arbitrator having passed the Chartered Institute of Arbitrators exams.
What is independent expert determination?
Independent expert is appointed by the two parties (or by President of the RICS undertaken by the RICS Dispute Resolution Service). Expert has knowledge on the subject matter of the dispute. Both parties are bound by the decision. Independent expert is appointed to investigate the dispute and receive evidence from both parties. They can use their own opinion or evidence to decide upon the award. Process offers speed and specialist knowledge in the solution.
