1
Q
What are the principles of client care?
Client Care
A
o Working in the best interest of the client.
o Duty of care owed to the client – delivering factual news.
o Act within my level of competence.
2
Q
How do you deliver high standards of client care?
Client Care
A
o Understanding the client’s objectives
o Establishing my scope of service and the fees
o Deliver work to a high standard
o Appropriate behaviour
o Clean lines of communication
3
Q
How do i show good client care?
Client Care
A
o Being courteous, punctual and professional.
o Being reliable.
o Establishing a transparent, trustworthy and open relationship.
4
Q
Why is it crucial to be clear when discussing fees and delivery timescales?
Client Care
A
o To ensure that the client’s expectations are managed.
5
Q
What do you include in a fee proposal?
Client Care
A
o Deliverables
o References to relevant experience
o Proposed team and CVs
o Terms and conditions of the agreement
o Methodology
o References
6
Q
If your client asked you to lower your fees, what would you do?
Client Care
A
o Politely say that the fee is required for the service required. I can only reduce this through looking to reduce the scope of service, for example reduce the frequency of cost reporting.
7
Q
How would you calculate a fee proposal?
Client Care
A
o Calculate the time and number of staff required to undertake the work. I would apply an hourly rate and make an allowance for OH&P.
8
Q
What is G&T’s complaint handling procedure?
Client Care
A
o Complaint issued.
o Notify line manager.
o +7 days formal response must be made.
o +28 days the complaint must be resolved.
o If not, I must contact my PII provider.
o And notify the independent third-party redress scheme.
9
Q
What are some examples of the Independent third-party redress Schemes?
Client Care
A
o Centre for Effective Dispute Resolution (CFEDR)
o RICS Dispute Resolution Service (RICS DRS)
10
Q
What does it mean to have a duty of care?
Client Care
A
o A moral or legal obligation to the Client (could include telling them something they don’t want to hear)want to hear)
11
Q
What is the different between client care and Duty of Care?
Client Care
A
o working only in the best interest of the Client
12
Q
What is Key Performance indicator?
Client Care
A
o A quantifiable measure used to evaluate the success of an organization, employee, etc. in meeting objectives for performance.
13
Q
Give an example of how you showed good client care?
Client Care
A
- Acting in the client interest - Change variation:
- Challenged variations that came through to ensure they were valid.
- Provide them with drawings and mark ups of the changes
- Commentary from the design team
14
Q
What was a situation you went through where you had learned from a mistake?
Client Care
A
o Allwyn Level 5
Help to establish a clear client brief that would ensure key targets and metrics would be included within the contractor’s tender
Specificity for Acoustic ratings of rooms, Temperature controls, AV Equipment.
15
Q
Can you give me an example of a scenario where you had to communicate tricky information to the client?
Client Care
A
o Fenix Mayfair – Stage 3 Cost Plan – Came back over budget.
o Had to remain factual, be clear with impact on the overall project.
16
Q
What are the different types of communication methods?
Communication and negotiation
A
o Verbal
o Written
o Presentations
17
Q
Can you give me an example of when you have tailored your communication method to a situation?
Communication and negotiation
A
o When trying to agree a valuation with the contractor
o When trying to explain what liquidated damages mean to the client, I would meet with them face to face, or failing that set up a meeting and discuss.
18
Q
What are the different negotiation style?
Communication and negotiation
A
o Competitive
o Principled
19
Q
Provide an example of when you would use each?
Communication and negotiation
A
o Competitive – Agreeing Final account with a contractor
o Principled – Agreeing a variation with a contractor
20
Q
Prior to sending an important email to a client, what do you do?
Communication and negotiation
A
o Call my client up or organise a meeting with him over the phone
21
Q
Give me an example of how a negotiation you went through that managed to achieve a saving?
Communication and negotiation
A
o Louis Manchester – Vinyl Saving to BoH areas
o LEAN charged a very high rate; I had two suppliers go out for market testing and come back with better rates
22
Q
What is a CSCS card?
Health & Safety
A
o A person is awarded this is deemed competent to attend live sites.
23
Q
What does CSCS stand for?
Health & Safety
A
o Construction Skills Certification Scheme
24
Q
What are the different types of CSCS cards
Health & Safety
A
o Black – Manager
o Red – Trainee /Apprentice
o Green – Labourer
25
How often do you have to renew your CSCS cards
| Health & Safety
o 5 years
26
What is the Health & Safety at work Act 1974?
| Health & Safety
o Primary legislation for Health & Safety in the UK
27
What is the purpose of the Health and Safety at work Act 1974?
| Health & Safety
o To set out the general duties and responsibilities that employers and employees have to ensure health and safety
28
What are some responsibilities for Employers under the H&SAWA?
| Health & Safety
o Must ensure as far as reasonably practicable the health, safety and welfare of employees
29
What are some responsibilities for Employees under the H&SAWA?
| Health & Safety
o Must take reasonable care for their own health and safety and that of others; must cooperate with their employer.
30
What are the CDM Regulations?
| Health & Safety
o Regulations put in place to ensure all H&S and risk is put in place pre-contract and post-contract, and over the lifecycle of a building.
31
What is the purpose of CDM (2015)?
| Health & Safety
o To ensure H&S issues are considered throughout the lifecycle of a project so that risk of harm is reduced.
o Ensures all projects are designed in accordance with H&S in mind.
o Ensures all risks during the construction process are mitigated correctly.
32
What are the main roles under CDM?
| Health & Safety
o Principal designer
o Principal contractor
o The employer / client
o Design team including the Quantity Surveyor.
o Designer
o Contractor
o Workers
33
Why are QS classed as designers?
| Health & Safety
o Because we have a input into the design
34
What are some things that the pre-Construction information would include?
| Health & Safety
o Site surveys
o Site conditions
o Asbestos Report
o Project Details (Key Duty holders)
35
When did the CDM regs get introduced?
| Health & Safety
o 2015
36
What is the building safety act 2022?
| Health & Safety
o Was brought in after the Grenfell Tower incident, was brought in to improve the building safety and standards in high rise residential buildings
37
What is a feature of the Building safety act 2022?
| Health & Safety
o There is stricter controls and oversight for “higher risk buildings”
38
What is classed as a “Higher risk building”?
| Health & Safety
o Buildings 18m tall or 7+ storeys, containing 2 or more residential units
39
What is ‘Surveying Safely’?
| Health & Safety
o A RICS Guidance note for surveyors on how to do their job with H&S in mind.
o Has 8 parts.
40
What are the 8 parts of ‘Surveying Safely’?
| Health & Safety
o 1) General statement – Employers have a duty of care towards whoever may be affected by their actions.
o 2) Safety of Employees – Actions taken by the employer.
o 3) Workplace – Fire and first aid provisions.
o 4) Hazards & Risk Assessment
o 5) Visiting sites – PPE, lone working, access provisions.
o 6) During site visits – Key hazards on site e.g. roofs
o 7) Safety of you and others – Everyone must take responsibility
o 8) Legal duties – Criminal liability and CDM guidance
41
What did you learn from reading ‘Surveying Safely’?
| Health & Safety
o How I should carry out my job with H&S in mind
o How to be on visit safely, wearing PPE and access provisions – following green routes.
o Being aware of key hazards on site e.g. staircase openings.
42
What is the order of Hierarchy of risk Control?
| Health & Safety
1. Eliminate – Redesign the activity or substitute a substance so that the hazard is removed. E.g use drone for roof inspections
2. Substitute – Replace the material being used or propose a less hazardous one. E.g Use prefabricated materials
3. Engineering Controls – use of equipment or other measures to reduce risk
4. Administrative Controls – reduce the time people are exposed to hazards & prohibit the use of mobile phones
5. PP&E
43
What does PPE stand for?
| Health & Safety
o Personal protective equipment
44
What is the 5-point PPE?
| Health & Safety
o Hard hat, gloves, hi-vis, boots, googles
45
What happens at a site induction?
| Health & Safety
o Runs through safety rules on site, hazards I may be exposed to and generally how to work safely on site.
46
What is a toolbox talk?
| Health & Safety
o Prepared by the HSE. A short presentation to the workforce on a single aspect of H&S. E.g. Welfare facilities to be provided on site – access to drinking water, hot and cold water, WCs, somewhere to eat, somewhere to change.
47
If you saw an immediate, high-risk H&S issue on site, what would you do? E.g. someone hanging off the roof.
| Health & Safety
o I would assess what I could plausibly do in the moment to mitigate the risk without putting myself or anyone else in harm’s way.
48
What is the Building Safety Act (2022)?
| Health & Safety
o Came into force on 1st April 2023.
o Introduced post-Grenfell.
o Details higher-risk buildings
o `Residential buildings over 18 metres high or 7 storeys high must have sprinklers.
49
What is the HSE?
| Health & Safety
o Health & Safety Executive
o It is the independent national regulator for workplace health and safety in Great Britain.
50
What are some risks on a construction site?
| Health & Safety
o Working from height
o Manual handling
o Falling objects
51
What are the three main documents all companies must complete each year
| Accounting principles and procedures
o Profit & Loss Account
o Balance sheet
o Cashflow
52
What does a Profit and loss statement tell you?
| Accounting principles and procedures
o Shows the firm’s financial performance over the year
53
What is the purpose of a Balance sheet?
| Accounting principles and procedures
o Provides a snapshot of the company’s financial position at a specific date
54
What does a cashflow statement show?
| Accounting principles and procedures
o Shows how cash moves in and out of the business during the year
55
What is tracked on a balance sheet?
| Accounting principles and procedures
o Assets
o Liabilities
o Capital
56
What are some key accounting principals?
| Accounting principles and procedures
o Consistency – Accounting methods should remain consistent year-on-year
o Prudence – Do not overstate income or assets
o Accruals – Income and expenses are recorded when they are earned or incurred not when the cash is received or paid
57
Who would want to review a companies financial accounts?
| Accounting principles and procedures
o Investors
o Banks
o Employees
58
What is the importance of accurate record keeping when it comes to budget management?
| Accounting principles and procedures
o Ensures companies are able to keep track of what is owned and owed to ensure the company state solvent
59
Who might want to see a companies business plan?
| Business planning
o Investors
o Employees
60
What is your companies mission statement?
| Business planning
o We focus on minimising risk and creating opportunities to maximise the value of our clients’ developments and property assets.
61
What are some of your companies values that are included within G&T’s mission statement?
| Business planning
o Independence – The freedom to offer unbiased advice and tailored services to suit every client and project
o Reputation – Maintaining our standing in the industry by prioritising relationships with clients and offering quality services
62
What is the difference between a mission statement and a vision statement?
| Business planning
o Mission – Explains why the organisation exists and what it dos
o Vision – Explains where the organisation wants to be
63
What are some of G&T’s goals?
| Business planning
1. Maintaining profit margins and looking to increase
2. bring in younger generation
3. up to date and quick reaction to market trend
64
What are the different sections of a Business plan?
| Business planning
o Exec Summary
o Company Overview
o Market Analysis
o Service / Product offered
o Marketing Strategy
o Organisational Structure
o Financial plan
o Risk Management
65
What was discussed in a resource meeting?
| Business planning
o Resource Availability
o Project look aheads
o Current capacity
o Holidays
o Deadlines
66
Why is resource meetings so important?
| Business planning
o Ensure the company can effectively plan and deliver the appropriate resource for the job.
67
How far in advance should a business plan for?
| Business planning
o Depends what they are assessing
Strategic Plan (Long term) = 3-5 years
Operation Plan (Short term) = 1 year
Department Plan = 6-12months
68
What are the 3 pillars of dispute resolution?
| Conflict avoidance, management, and dispute resolution procedures
o Negotiation
o Mediation
o Adjudication
69
What are some different methods of Adjudication?
| Conflict avoidance, management, and dispute resolution procedures
o Litigation
o Arbitration
o Adjudication
70
What information is provided by RICS on Conflict Avoidance Management and dispute resolution?
| Conflict avoidance, management, and dispute resolution procedures
o Guidance Note – “Conflict avoidance and dispute resolution in construction”
71
What does the “Conflict avoidance and dispute resolution in construction” guidance note provide?
| Conflict avoidance, management, and dispute resolution procedures
1. Provides practical advise to RICS members on how to avoid, manage and resolve disputes in construction projects
72
What are some examples of methods of conflict avoidance stated within the “Conflict avoidance and dispute resolution in construction”?
| Conflict avoidance, management, and dispute resolution procedures
o Clear Contract Documentation
o Clear communication chains
o Effective Record Keeping
73
Simply, what is Negotiation?
| Conflict avoidance, management, and dispute resolution procedures
o The problem-solving efforts of the parties themselves
74
Simply, what is Mediation?
| Conflict avoidance, management, and dispute resolution procedures
o a third-party intervention does not lead to a binding decision being imposed on the parties; an
75
Simply, what is Adjudicative process?
| Conflict avoidance, management, and dispute resolution procedures
o the final outcome is determined by a third party who does impose a binding decision on the parties
76
What is an example of good record keeping you do?
| Conflict avoidance, management, and dispute resolution procedures
o Ensure all relevant parties have access and vision of the contract
o Post Contract Variations
77
What is UK legislation that states the rules and regulations on Data?
| Data management
Data Protection Act 2018
78
How long do you need to keep data for at a minimum?
| Data management
79
What does RICS recommend the amount of time data should be kept for?
| Data management
o 15 years
80
Why does RICS recommend 15 years?
| Data management
o RICS requires firms to maintain run-off PII cover for 15 years after ceasing practice, to protect against late-arising claims. Therefore, keeping data for the same period ensures records exist to defend potential claims.
81
What are some methods to ensure data is safe and secured?
| Data management
o Passwords, face ID
o Information barriers
o Restricted access
82
What are some of the principals for GDRPR /DPA 2018?
| Data management
o Lawfullness, Fairness and Transparency – Data must be used in a way that is clear to the individual
o Purpose – Data must only be used for specific, explicit and legitimate purpose
o Accuracy – Data must be kept accurate and upto date
83
What are an individuals rights under the DPA 2018?
| Data management
o Access their personal data
o Correct inaccurate data
o Request to delete
o Restrict or object to processing
84
Who are the key persons outlined with the Data Protection Act?
| Data management
o Data Controller - how data is collected and used
o Data Procesor - how data is processed (instructed by controller)
o Data Subject - whom the personal data is about
o Data Protection Officer - ensure protection of the data
85
What different teams have you worked with?
| Diversity, inclusion and teamworking
o Client
o Construction
o Project
o Internal
o Sports
86
What is diversity?
| Diversity, inclusion and teamworking
o Characteristics and things that make us all different
87
What is Inclusion?
| Diversity, inclusion and teamworking
o A State where everyone feels welcome
88
What is unconsious bias?
| Diversity, inclusion and teamworking
o Underlying attitudes which contribute to pre-emptive judgements of another person or group
89
What is meant by teamwork?
| Diversity, inclusion and teamworking
o Cooperative effort by a group of people to achieve a common goal
90
Why might a team fail?
| Diversity, inclusion and teamworking
o Poor use of resource
o Conflicting personalities
o Poor leadership
91
What are the stages of team development?
| Diversity, inclusion and teamworking
o Forming - Set common goals
o Storming - Mitigating conflicts / negotiation
o Norming - Team spirit
o Performing - Clear vision / focus on goal
o Adjorning - Feedback and recognition
92
What theory is the stages of team development based on?
| Diversity, inclusion and teamworking
o Tuckmans Theory
93
What is an inclusive environment?
| Inclusive environments
o An environments which recognise and accommodates different people
94
What is discrimination?
| Inclusive environments
o Unjust treatment to a person or group of people from a different background
95
Which building regulation is relevant to inclusive environments?
| Inclusive environments
o Approved Document M - Access to and use of buildings
96
What does Approved Document M refer to?
| Inclusive environments
o Access into buildings using ramps and steps
o Facilities for disabled occupants
97
In one of your projects, how has a building been made to be more inclusive?
| Inclusive environments
o Physical access - ramps, wheelchair access
o DDA W/Cs
o Contrasting colours in key areas - door frames
98
What legislation protects people against discrimination?
| Inclusive environments
* Equality Act 2010
* CDM Regs
* Employment Rights Act 1996
99
What is the Equality Act 2010?
| Inclusive environments
o A Law which provides a legal framework to protect the rights of individuals and advance equality
100
What are protected characteristics under the Act?
| Inclusive environments
o Age
o Disability
o Gender Reassignment
o Marriage and Civil Partnership
o Pregnancy and Maternity
o Race
o Religion and belief
o Sex
o Sexual orientation
101
What is an example of how you have been inclusive?
| Inclusive environments
o Moved a team lunch that was organised during Ramadan so a colleague could break their fast
102
How many BREEAM Categories are three?
| Sustainability
o 12
103
How do you ensure you help with Sustainability?
| Sustainability
o Suggest VE alternatives that meet BSI materials
o Advice on costs of implementing Sustainable items
104
Name 3 Specific Credits for BREEAM?
| Sustainability
1. Transport 04 - Maximum Car parking Capacity- limits excessive parking spaces and car dependency
2. Material 03 - responsible sourcing of materials - Rewards sourcing certified materials
105
What is a GAP analysis?
| Sustainability
o A comparison between current performance and desired performance
106
What does BREEAM stand for?
| Sustainability
o Building Research Establishment Environmental Assessment Method
107
What does BREEAM measure?
| Sustainability
o How energy efficient a building is
108
What are some key performance indicators for BREEAM?
| Sustainability
o Management
o Energy
o Waste
o Water
o Materals
109
What is WELL sustainability criteria?
| Sustainability
o Focuses on how buildings and their interiors impact the health, wellbeing, and comfort of occupants.
109
What are the different score ratings for BREEAM?
| Sustainability
o Outstanding = 85% +
o Excellent = 70%-84%
o Very Good = 55% - 70%
o Good = 45% - 54%
o Pass = 30%-44%
o Unclassified = <30%
109
How many different areas does WELL review?
| Sustainability
o 10
110
What are the different WELL Scores?
| Sustainability
o Bronze = 40-49 points
o Silver = 50-59 points
o Gold = 60-79 points
o Platinum = 80+ points
111
What are some different areas WELL measures against?
| Sustainability
o Air
o Water
o Light
o Sounds
o Thermal Comfort
112
What is the difference between BREEAM and WELL?
| Sustainability
o BREEAM – Measures the sustainability of the Building
o WELL – Focuses on the impact it has on the health & wellbeing and comfort of occupants
113
How often do you have to renew your WELL Creditation?
| Sustainability
o 3 years
114
What are the differences between BREEAM and WELL assessment methods?
| Sustainability
o BREEAM - Based on performance and operational evidence
o WELL - Based on design intent and documentation evidence
115
What is embodied carbon?
| Sustainability
o Carbon emitted during material extraction, manufacturing, transport, construction, maintenance, and demolition.
116
What is Operational Carbon?
| Sustainability
o Carbon emitted during the building’s use phase (energy for heating, cooling, lighting, etc.).
117
What Is Circular Economy?
| Sustainability
o The circular economy is a model that aims to eliminate waste and make better use of resources by reusing, recycling, and regenerating materials rather than following a linear ‘take, make, dispose’ approach.
118
What is Net Zero Carbon ?
| Sustainability
o The total greenhouse gas (GHG) emissions produced are equal to or less than the emissions removed or offset through verified schemes.
119
List 3 sustainable methods/ technologies
| Sustainability
o LED Lighting with Smart controls
o Living Walls
o Solar Panels
120
What are G&T’s sustainability targets?
| Sustainability
o Work with suppliers who have an environmental policy or independently-verified accreditation
o Encourage, wherever possible, our clients, our sub-contractors and colleagues to use sustainable materials (FSC timber, recycled aggregates, low toxicity finishes, etc.)
121
What updates did the Building safety Act 2022 bring in?
| HEalth & Safety
1. Stricter Gateway approvals
2. Mandates stricter information documenting
122
Three pillars of dispute resolution?
| Conflict Avoidance and Dispute resolution
1. Negotiation
2. Mediation
3. Adjudication
123
What are the different Health & safety regulations?
| Health & Safety
1. Health & Safety at Work Act 1974
2. CDM REGS 2015
3. Control of Substances Hazardous to Health (COSHH) 2002
124
Roles for a designer under CDM?
| Health & Safety
1. Help the client understand their CDM duties
2. Liase with the principal contractor to ensure H&S is properly managed
125
Roles for a Principal Contractor under CDM?
| Health & Safety
1. Ensure suitable welfare facilities are provided
2. Prepare a construction phase plan
3. Provide site indication and training
126
Roles for a Principal Designer under CDM?
| Health & Safety
1. Plan manage and monitor the pre-construction phase
2. Help to compile the pre- construction information pack
3. Make sure all designers comply with their COM duties
127
Role of Client under CDM?
| Health & Safety
1. Appoint a PD & PC
2. Ensure that the Pre-Construction information pack is produced
3. Notify the HSE if the project is longer than 30 working days and has 20+ workers on site at any one time, or involves 500+ person days of work.
128
Examples of Sustainability Costs used in the Goodwin Procter
| Sustainability
1. PIR LED lights - 10%-15% uplift
2. Occupancy-based HVAC controls - 10% uplift
3. FSC timber - Cost are largely the same
129
What are the two types of Asbestsos Survey?
| ??
1. Management survey
2. Refurbishment survey
130
131
If a junior member of staff, completed a valuation and you noticed a mistake. What would you do?
1. Review the Application
2. Discuss with the Contractor
3. If payment notice has been raised - then i would produce a Payless notice
4. If a payment notice had not been issued i would raise a new recommendation
132
What are the three different types of Asbestos?
1. White - Chrysolite
2. Brown - Amosite
3. Blue - Crocidolite
133
As a QS (designer CDM), how do you ensure you have complied with CDM regulation?
| health and safety
1. Include clear references to CDM responsibilities and competence requirements in prelims.
2. Raise buildability and maintenance considerations early.
134
When must a client notify HSE of a project under CDM regs?
Notify the HSE if the project is longer than 30 working days and has 20+ workers on site at any one time, or involves 500+ person days of work.
135
What is the notice that the client must raise in regards to CDM?
F10 notifications
136
What was your advice when providing Sustainable methods or technology?
More expensive CAPEX cost but there will be savings in OPEX cots
137
What does FSC stand for?
Forest Stewardship Council
APC - Document Specific Questions
flashcards
Decks in class (18)
# Cards
-
Technical Competencies338
-
Mandatory Competencies139
-
Case Study54
-
Ethics171
-
Definitions143
-
SOE Examples - Mandatory125
-
SOE Examples - Technical54
-
General Benchmarking Costs - Rates for Fit out31
-
NRM1 & NRM 227
-
Final Prep Questions49
-
ROC - ROC Behavoiurs5
-
VE for Louis Manchester5
-
Louis - Case Study2
-
IPMS4
-
M&E1
-
Case STudy - Beam Size8
-
Data Protection Penalties1
-
Contract Ammendments1
