Introduction

In today’s fast-evolving workplace, Facility Managers (FMs) must navigate complex interpersonal dynamics, lead diverse teams, and enhance workplace experiences. This course focuses on empathy and emotional intelligence (EI) as critical skills for modern FM professionals. It provides practical tools to improve leadership, conflict resolution, communication, and workplace culture while integrating technology and AI-driven FM strategies.

Objectives

By the end of the course, participants will:

• Understand the role of emotional intelligence and empathy in FM leadership.
• Develop effective communication strategies to engage employees, tenants, and stakeholders.
• Learn how to manage stress and conflicts in high-pressure FM environments.
• Utilize AI and digital tools to support emotional intelligence in decision-making.
• Foster an inclusive and resilient workplace culture in FM operations.

Who Should Attend?

This training is designed for:

• Facility Managers and Operations Leaders
• HR Professionals in FM and Real Estate
• Workplace Experience and Employee Well-being Officers
• Property and Building Management Professionals
• Anyone interested in enhancing interpersonal skills in FM

Course Outline

Day 1: Foundations of Emotional Intelligence in FM

📌 Understanding Emotional Intelligence and Its Business Impact

• The four components of EI (Self-Awareness, Self-Management, Social Awareness, Relationship Management).
• Why empathy is a leadership necessity in FM.
• The link between EI and workplace productivity.
• Case Study: How Top FM Leaders Use Emotional Intelligence.

🚀 Modern Challenges & Solutions

• The role of AI and automation in FM—can technology replace emotional intelligence?
• Balancing human-centric FM with digital transformation.

Day 2: Communication Skills & Active Listening in FM

📌 Empathetic Communication & Leadership Presence

• The power of active listening and non-verbal cues.
• Handling difficult conversations with employees, vendors, and clients.
• Using AI-powered feedback tools to enhance communication in FM.

🎯 Practical Application

• Role-playing exercises on managing conflict in FM teams.
• Using digital communication platforms while maintaining empathy.

Day 3: Conflict Resolution & Stress Management in FM

📌 Navigating Workplace Conflicts with Emotional Intelligence

• Identifying triggers and biases in conflict situations.
• Strategies for de-escalation and resolution.
• The impact of workplace culture on conflict dynamics.

🛠 Managing Stress and Burnout in FM

• Recognizing emotional exhaustion in FM professionals.
• Mindfulness & resilience-building techniques.
• AI and mental health—leveraging technology for well-being support.

Day 4: Leading High-Performing, Emotionally Intelligent FM Teams

📌 Building an Empathy-Driven Workplace Culture

• Strategies to foster inclusivity and diversity in FM teams.
• Emotional intelligence in remote/hybrid workplace management.
• Empathy in crisis management—leading with confidence.

🔧 Technology & the Future of EI in FM

• How AI-driven insights can help understand team emotions.
• Smart buildings and workplace well-being—how facility design impacts emotional intelligence.

Day 5: Future-Proofing FM Leadership with EI

📌 Developing an Action Plan for Continuous Improvement

• Self-assessment: What’s your EI score?
• Creating a personal development plan for EI growth.
• Best practices in sustaining emotionally intelligent leadership.

🎤 Final Workshop: Real-World Problem Solving in FM

• Participants present case studies on emotional intelligence challenges.
• Group discussions and peer feedback sessions.

Final Takeaways & Certification

✅ Personalized Emotional Intelligence Development Plan
✅ Access to AI tools for communication & empathy enhancement
✅ Certification in Empathy & Emotional Intelligence for FM Leaders

This course provides future-ready skills for FM professionals, ensuring they can lead with empathy, emotional intelligence, and innovation.