A Synopsis: Audit Interviewing and Conflict Management Skills.
This two-day program is based
upon over 15 years of work with auditors around the world, and
contains the information that really works! It is focused especially
on the skills needed for a typical audit process; interviewing
in situations of suspected fraud is not the focus here, though
it is covered in parts. The workshop also lays out a step-by-step
process for conducting an audit that focuses on the psychological
aspects of each stage of the audit. The activities needed to assist
the audit to moving to the next step while maximizing the "value-added"
approach are addressed in depth in order to show auditors how
to maximize buy-in. These same components are also appropriate
for, and applicable to, consultation skills. The order of events
and content may be changed dependent upon the needs of the group.
Note: Role-plays and other exercises will occur throughout the
two days.
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AUDIT INTERVIEWING AND CONFLICT MANAGEMENT SKILLS
I. Introduction
A. Introduce self and participants
B. Explain objectives
C. Participant involvement
D. Timing of course
E. What information do you need?
II. The Consultative Approach to Auditing, and what it means to be
Value-Added- Overview
A. Preparations for a consultative approach that assists interviewing
and helps prevent conflict
B. Information-gathering and interviewing Skills - the critical component
C. Showing and demonstrating value- what exactly to do
D. Handling resistance from the client E. Negotiation skills and tips
Closing skills- stating outcomes and getting the results you need
Part I
III. Focusing on Information-Gathering through Excellent Interviewing
Skills
A. Purpose of the Interview
IV. The Three Types of Interviewing
A. The collaborative approach
B. Conciliatory approach
C. Competitive approach
V. Six Steps of the Interviewing Process
A. Preparation/planning
B. Initial meeting
C. Information gathering
D. Information clarification
E. Closing/ending
F. Documenting/evaluation
VI. Planning
A. Aiming the interview
B. Developing questions (exercise)
C. Scheduling appointments
D. How to develop your ideas and strategy before the interview
E. Other do's and don'ts
VII. The Initial Meeting (Opening the Interview)
A. Establishing goals and objectives
B. Dress and appearance
C. Note-taking vs. audiotaping
D. Establishing congruence and rapport
E. Establishing objectivity and neutrality
F. How to position oneself (physical arrangement)
G. Other do's and don'ts
VIII. Information Gathering
A. Using investigative/suggestive/test questions
B. Listening, listening and more listening!
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1. Paraphrasing (paraphrasing exercise)
2. Numerous other listening skills as appropriate |
C. Subtle tactics to facilitate memory retrieval in interviewing
D. Doing a midway check (meeting objective?)
IX. Information Clarification
A. Techniques to gather more detailed, accurate information
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1. Spiraling
2. Bridging
3. Other tactics police and investigative units use |
B. What to do when they know more than you regarding the situation
C. Wording and tone of voice
D. How to increase your effectiveness through subtle influencing skills
X. How to Read Your Interviewee
A. Body language
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1. Expressions
2. Posture
3. Touching
4. Eyes |
B. How to tell when someone is lying
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1. Preliminary research done in this area |
XI. Handling Resistant and Hostile Individuals
A. Your experiences
B. How to get unreceptive people to listen to your requests
C. Resolving conflict positively* (see outline below)
D. Defusion process- how to calm down upset people on the spot
E. Do's and don'ts
XII. Ending the Interview
A. Do's and don'ts
B. What to do if you have to come back to interview again
C. Meeting check?
XIII. Documenting and Evaluating the Interview
A. Office policy
B. Pros and cons
C. What works for you Part II
XIV. *Focusing on Conflict Resolution and Negotiation Skills for Internal
Auditors
A. How conflict evolves
B. How conflict is similar and different from negotiations, and why auditors
need good skills in both
C. The best strategies for preventing conflict
D. The two golden rules when it comes to conflict
XV. Negotiation Skills for Auditors: What is Your Conflict Management
and Negotiation Style?
A. Determine your conflict and negotiation style
B. Assess other people's conflict and negotiation style
C. Lots of strategies for resolving conflict through styles
D. Cultural diversity issues and conflict resolution: an overview
XVI. A Step by Step Process for Resolving Conflict
XVII. When and how to use win/win strategies in audits, and what exactly
to do when a win/win approach is not possible
A. Handling people who take positions and are rigid
B. Handling manipulative people- and no, they are not all manipulative!
XVIII. Defusion: What to do when Conflict Escalates Quickly During
the Meeting
XIX: Non-manipulative and subtle influencing skills
XX. Close
 ©Copyright
2002 JPA International, 5054 Avenida de la Plata, Oceanside, CA 92057
(760) 945-9767 FAX (760) 945-9714 E-mail: JPAjoan@aol.com |
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