In episode 343, host Mike Petrusky speaks with Christine Mueller, Vice President and Director of Office Services Operations & Engineering at Capital Group. She’s passionate about creating excellence through coaching, strong relationships, and inspiring others to achieve their most challenging goals. They cover her career journey and how she currently views the role of facility management, the evolution of the built environment, and the move from traditional facility management to a focus on workplace experience. They then explore the challenges of talent acquisition in the industry, the impact of technology, and the importance of active listening in facility management. Mueller shares her thoughts on artificial intelligence, including her belief AI and other technologies can enable facility management professionals to better support the workplace while creating seamless user experiences.
Agenda
- Evolution of the facility management industry
- Role of AI and other technologies
- Practical advice for professionals in the field
What you need to know: Workplace takeaways
Takeaway 1: Listening is a critical skill in facility management, especially as the role evolves from technical maintenance to creating a seamless workplace experience
As the industry evolves, listening is becoming an important skill in facility management.
“Sometimes it’s easy to assume we know what we’re being asked because of our experience, but how do we sort of set that aside and really listen to what we’re hearing in the moment?”
Mueller explains how listening is increasingly important as people seek a more personalized and supportive work environment. “Listening helps us with change management because we can say, I hear you, and I understand you don’t like this, so how can I help you?”
It’s an approach that builds relationships and helps people navigate the constant changes in the workplace.
Takeaway 2: The future of facility management includes a greater focus on human connection and empathy, with technology playing a supporting role
Despite advancements in AI and technology, the core values of facility management will remain essentially the same.
“As much as AI and these other technologies can help support us, there’s always going to be a need for our value, our empathy, our way of supporting the people who work in our spaces,” Mueller explains.
In fact, she believes these human elements will become even more important as technology takes over routine tasks. “We can use AI to help us with some of the day-to-day tasks and reporting, which could save us time to then be spending more time with those we support and talking with them and learning what they need to kind of move forward.”
Takeaway 3: Engaging with professional communities like IFMA can provide valuable resources and insights for those in the facility management industry
Mueller strongly recommends joining the International Facility Management Association (IFMA) for both personal and professional growth. “If you are not part of your IFMA local and national level, join IFMA. It’s an amazing resource, an amazing group of people.”
She also highlights the organization’s role in building the industry pipeline and providing a platform for learning and networking.
“Attend World Workplace as well. And really listen to your internal clients. I would say, you know, even do a listening tour with the businesses you support and say, ‘What’s working well? What is it and how can I make things better?’”
Workplace management insights
- For facility managers, it’s important to develop listening skills to better understand the needs of those using the spaces and to manage change effectively.
- Facility management has shifted as a role, from behind-the-scenes operations to a more visible, solution-oriented role focused on the human experience and culture.
- There’s a critical need for talent in the FM industry, particularly as older workers retire, and the industry struggles to attract new professionals.
- AI and digital twins in facility management have a lot of potential applications, particularly in data analysis and creating seamless workplace experiences.
- Maintaining a focus on the human element is important, even and especially as technology advances, to ensure people feel supported and connected in their workspaces.
Do a deep dive into more workplace insights by exploring all Workplace Innovator podcast episodes.
