Tapping into an Experienced Workforce in Facilities Management
10/23/2025
In facilities management, it is common for facilities managers to find themselves working alongside colleagues who have decades of experience. These seasoned professionals have weathered every kind of building emergency, mastered countless repairs and developed an instinctive understanding of the way things work.
But as technology continues to advance rapidly, the workplace is changing in ways that even the most experienced veterans could not have predicted. Introducing new tools like a work order app or a digital scheduling system or using AI or smart building controls can be a daunting prospect. Often, these changes are met with skepticism, hesitation and outright resistance from those who have relied on tried-and-true methods for years.
Empathy and patience when it comes to bridging this gap between tradition and innovation is essential. The first step is to acknowledge the tremendous value of the team’s collective experience. Managers need to make it clear that new technology is not about replacing people or diminishing their contributions. Instead, it is about making everyone’s job easier, safer and more efficient.
By framing technology as a tool that empowers rather than threatens, managers can begin to ease anxieties and foster openness to change. Involving experienced team members early in the process is crucial. Ask for their input before rolling out new systems, and genuinely listen to their concerns. This approach not only demonstrates respect but also provides valuable insights into potential challenges and opportunities for improvement. When people feel heard and included, they are far more likely to embrace change and even become champions for new initiatives.
When it comes time to introduce new technology, managers need to avoid technical jargon that can alienate or confuse workers who are less familiar with digital tools. Instead, use straightforward language and focus on practical, hands-on demonstrations. Give everyone plenty of time to practice using the new systems, and encourage questions without judgment.
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Pairing tech-savvy team members with those who need extra support can build confidence and foster a deeper sense of camaraderie. Even small victories should be celebrated, such as a successfully logged work order or a maintenance issue caught early by a smart sensor. Recognizing and rewarding progress, no matter how incremental, can build momentum and reinforce the benefits of new technology.
Change rarely happens overnight, and not everyone will adapt at the same pace, so patience is essential to effective change. Managers need to make themselves available to answer questions or provide one-on-one support over coffee or even lunch. If someone is struggling, address it privately and with understanding, rather than calling attention to their difficulties. That approach only heightens the performance anxiety.
The ultimate goal is not just to achieve compliance with a new system but to earn genuine buy-in from team members. When employees begin to see the tangible benefits, less paperwork, faster response times and fewer headaches, they’ll often become enthusiastic advocates.
Managers always need to keep sight of the wisdom that comes with experience. While technology might transform the tools and processes of facilities management, the core values of teamwork, problem-solving, and pride in a job well done remain unchanged. By respecting both the past and the future, managers can lead themselves and their teams through change with confidence and integrity.
Charles M. Thomas is an operations professional, consultant and writer who has held positions with reputable organizations as a facilities and operations manager, operations manager and technical writer.