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JPA International,
Inc.
5054 Avenida de
la Plata
Oceanside, CA 92057
760-945-9767
Fax 760-945-9714
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Conflict Management
and Negotiation Skills for Internal Auditors, Joan
Pastor, PhD
 This
book represents the results of over 20 years working as a private
consultant and trainer to the audit profession. What started
as a small program based on the best research on conflict management
and negotiation skills, has slowly evolved into a book based
on research on these two topics plus the real life experiences
of thousands of auditors who deal with conflicts, potential
conflicts and differing positions that need to be united on
a daily basis.
The book is designed to give both clarity into human nature
as well as practical skills and suggestions for dealing with
people in a wide range of challenging situations. The goals
for this book are two-fold: to increase your understanding of
how people think and act (including yourself), and to give a
tremendous number of tips, practices, suggestions, ideas and
skills that you may use appropriately to increase your relationship
and get better audit results with your customers and clients,
wherever they may reside.
To
order, go to www.theiia.org,
and click on Bookstore.
Table
of Contents
Foreword
About the Author
Executive
Summary
About
the Terminology
Acknowledgements
Chapter
1 – Introduction to Conflict Management in Auditing Conflict
vs. Negotiation
Four Stages of the Audit Process
The Collaborative Auditor Model
Exercise
Chapter
2 – How Conflict Evolves
The Conflict Evolution Model
The Never Ending Cycle of Conflict
The Three Stages of Conflict
Exercise
Chapter 3 – The Four Approaches to Resolving Conflict and Negotiating
With Clients
The Conflict Management and Negotiation Inventory
The Two Dimensions: Assertiveness and Cooperation
The Four Styles or Approaches to Resolving Conflict
Exercise
Chapter
4 – The Collaborative Approach: Seven Steps to Successful Negotiations
The Seven Steps to Collaborative Negotiations
Exercise
Chapter
5 – Listening and Advanced Communications Skills
Neutrality and Objectivity
Listening Skills
Exercise
Chapter
6 – Understanding and Managing Resistance
The Myriad Manifestations of Resistance
A Process for Handling Objections When Resistance Turns to Open
Frustration, Anger or Irritation
Exercise
Chapter
7 – Cultural Considerations
Prejudices and Stereotypes
Connecting Culture to Challenges in Auditing
The Five Dimensions of Culture
Exercise
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