Insights

Leading across borders: the soft skills advantage in Global FM

By Charles Hammersla, Key Account Director, ISS Australia & New Zealand, shares his latest IFMA FMJ Journal article on leading geographically dispersed teams in facility management.
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Charles Hammersla, ISS Key Account Manager, is an expert in managing teams in varied operational locations within Facilities Management (FM). In his recent article for the global online publication IFMA FMJ Journal, Charles shares 10 proven techniques for successfully leading in this complex role. Read the full article 10 Steps to Leading Geographically Dispersed FM Team published by IFMA FMJ Journal.

 

In our discussion with Charles, we delved into the motivations behind his article and how he embodies the principles he advocates.

“The intent of this article is to provide practical and approachable advice for those in Facilities Management, especially those leading teams across multiple locations or countries,” says Charles. “People enter Facilities Management from all walks of life, bringing a diverse range of skills. While some possess exceptional technical expertise, they may lack the soft skills needed for effective team leadership.”

Charles draws from over 20 years in Facilities Management. His career, starting with a law degree and evolving through roles in compliance at Coles Supermarkets and Kmart, as well as managing assets across the Asia Pacific for clients like National Australia Bank, has given him deep insights into the challenges of leading teams over vast distances.
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The rise of dispersed teams

As globalisation continues, the management of geographically dispersed teams has become standard practice, a trend intensified by the COVID-19 pandemic's shift to remote work.

“This is a widespread trend across all sectors, from remote energy and resources sites to hospitals and banking. It highlights the necessity of managing distributed workforces effectively. There are consistencies about how you approach a portfolio, such as adaptability and strong communication, which are essential soft skills for leading teams across different locations and time zones.” says Charles.

Bringing people along

In Facilities Management, where people are at the heart of operations, these skills are indispensable. Charles has honed his leadership through empathy and active listening not only in his career but also as Chairman of the Board at Minus 18, a nonprofit organisation supporting LGBTQIA+ youth.

“As Chairman of the Board at Minus 18 and coach of a diverse group, I’ve learned that true leadership involves actively listening and leading with empathy. Your own opinion may not always be the best one in the group, but by building trust through empathetic leadership and genuinely listening to others, you can achieve significantly better outcomes” he adds.
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“In today’s interconnected world, recognising and respecting cultural nuances is vital for effective operations. By integrating technologies like CMMS and IoT devices, FMs can enhance efficiency through remote monitoring and data-driven decisions,” Charles explains. “The combination of leveraging technology with cultural awareness ensures that FMs and their teams can navigate the complexities of the global landscape effectively.”
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Charles Hammersla
Key Account Director, ISS Australia & New Zealand
In his article Charles provides accessible advice for current and aspiring Facilities Managers to lead their teams to success, no matter the distance. Charles’ work has been published extensively as a thought leader in FM. For further reading by him in the IFMA FMJ Journal, see: ‘Out of the Shadows: Illuminating FM’s influence’.