Transcript Audit Prep Communication Overview

Audit Prep
Communication
Overview
2014
SPP HR Corporate Training & Professional
Development team
Compliance Department
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Workshop Purpose
“Sharpen the Saw”
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COMMUNICATION
SKILLS
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Understanding Types of Information
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Assumption
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Concept
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Fact
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Opinion
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Opinionated Fact
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Procedure
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Process
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Principle
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Exercise
1. The computer system is too hard to learn.
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Opinion
2. Only 45 fish died.
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Opinionated Fact
3. The restaurant garden space is 1/5 of an acre.
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Fact
4. The substance is red.
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Information Types
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Assumption
Concept
Fact
Opinion
Opinionated Fact
Principle
Procedure
Process
Concept
5. A new computer system is too expensive to implement.
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Assumption
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Exercise
6. To wash your hands, first wet your hands, then
add soap, rub your hands to lather the soap,
and rinse off the soap.
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Procedure
7. The water cycle includes the evaporation of
water, the condensation of water vapor into
clouds, rain, and water flowing in streams
and rivers back to lakes and seas.
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Information Types
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Assumption
Concept
Fact
Opinion
Opinionated Fact
Principle
Procedure
Process
Process
8. Gravity causes dropped objects to always fall to
the ground.
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Principle
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VERBAL COMMUNICATION SKILLS
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Communication: Verbal, Vocal, or
Visual?
7%
Verbal
55%
Visual
38%
Vocal
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Source: Albert Mehrabian, UCLA
Tips on Verbal Behaviors
• Never apologize for yourself.
• Avoid “but”; say “and” instead.
• Avoid phrases such as “I
think/feel/believe… ”, When
asked a factual question.
• Use “In my opinion… ” only
when asked an opinion
statement. Consider not using
it at all!
• Believe in your story.
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Watch Filler Words…Do You Really Need:
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Currently
Therefore
However
Also
Due to the fact that
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A total of
Moreover
In order to
That
As previously stated
Importantly
Additionally
At this time
• In the process of
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It’s Not What You Say…
• “I didn’t say you were wrong.”
• “I didn’t say you were wrong.”
• “I didn’t say you were wrong.”
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Para-Verbal Communication
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Pitch
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Volume
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The loudness of your voice must be governed by your
diaphragm.
Quality
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Pitch describes how high or low your voice is.
The color, warmth, and meaning given to your voice
contribute to quality.
Speed
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The pace of your words.
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The Power of Pitch
Pitch can most simply be defined as the
key of your voice.
• A high pitch is often
interpreted as anxious or
upset.
• A low pitch sounds more
serious and authoritative.
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The Truth About Tone
Tips on creating a positive, authoritative tone.
• Try lowering the pitch of your voice a bit.
• Smile! This will warm up anyone’s voice.
• Sit up straight and listen.
• Monitor your inner monologue. Negative
thinking will seep into the tone of your voice.
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The Strength of Speed
• The pace has a tremendous effect on your
communication ability.
• Speed also has an effect on the tone and
emotional quality of your message.
• Speed gives your listener perceptions about
your confidence.
– Too fast? Dead giveaway that you’re
nervous!
– Too slow? What are you hiding?
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NON-VERBAL COMMUNICATION
The most important thing in communication is to hear
what isn't being said. - Peter Drucker
Scenarios - Interpretations
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The auditor asks you to explain your procedure for a
particular process. He/She looks stern and their arms are
crossed.
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A team member tells you they have bad news, but they are
smiling as they say it.
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His mind is already made up.
They are joking or being sarcastic.
You tell a co-worker you cannot help them with a project.
They say that it’s OK, but they slam your office door on
their way out.
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The co-worker is upset.
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All About Body Language
Posture
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Sitting hunched over typically indicates stress or discomfort.
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Leaning back when standing or sitting indicates a casual and relaxed
demeanor.
Arms, Legs, Feet, and Hands
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Crossed arms and legs often indicate a closed mind.
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Fidgeting is usually a sign of boredom or nervousness.
Facial Expressions
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Smiles and frowns speak a million words.
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A raised eyebrow can mean inquisitiveness, curiosity, or disbelief.
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Chewing one’s lips can indicate thinking, or it can be a sign of
boredom, anxiety, or nervousness.
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Interpreting Gestures
GESTURE
INTERPRETATION
Nodding head
Shaking head
Moving head from side to side
Shrugging shoulders
Crossed arms
Tapping hands or fingers
Shaking index finger
Thumbs up
Thumbs down
Pointing index finger at
someone/something
Pointing middle finger (vertically)
Handshake
Flap of the hand
Waving hand
Waving both hands over head
Crossed legs or ankles
Tapping toes or feet
Yes
No
Maybe
Not sure; I don’t know
Defensive
Bored, anxious, nervous
Angry
Agreement, OK
Disagreement, not OK
Indicating, blaming
Vulgar expression
Welcome, introduction
Doesn’t matter, go ahead
Hello
Help, attention
Defensive
Bored, anxious, nervous
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When people talk,
listen completely.
Ernest Hemingway
LISTENING SKILLS
Ways to Listen Better Today
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When you’re listening, listen.
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frame of reference
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Listen closely and attentively
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Respond appropriately, either non-verbally, with a
question, or by paraphrasing.
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Avoid interrupting.
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When you do talk, make sure it’s related to what the
other person is saying.
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Do not offer advice unless the other person asks you
for it. If you are not sure what they want, ask!
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Listen on Purpose & Ask Good Questions
• Question Types
– Knowledge - seeking facts, clarifying concepts, asking
for generalizations.
– Process - asking people to predict what will happen,
compare and contrast two situations, synthesize ideas,
or why a solution was implemented.
– Affective - asking people for their opinions, feelings,
attitudes or beliefs.
– Behavior - asking how participants can apply new
knowledge, what will they do differently now, than
before, or how they can solve a problem.
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Listening To Questions
• Closed-ended
– “Right answers”
– Answer the question
with factual data
• Open-ended
– Elicit multiple answers
– Answer the question
with an explanation
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Not Sure of What’s Being Asked?
• Restate
• Repeat
• Recess
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Exercise – Answer, Rephrase or Clarify?
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Can you provide me a walk-through of your process?
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How does your process support CIP-00X, R.Y?
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Rephrase
In your opinion, are your Department’s processes adequate?
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Rephrase
Your processes are close to compliant, wouldn’t you say?
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Answer
Rephrase
Do all your processes support the standards?
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Clarify
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Understanding Types of Information
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Fact
Opinion
Opinionated Fact
Concept
Assumption
Procedure
Process
Principle
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Answering Questions
• Think about the purpose of the
question and the answer before you
speak.
• Keep it simple.
• Ask and answer one question at a
time.
• Use Wait Times.
• Use appropriate nonverbal
communication.
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OVERCOMING NERVOUSNESS
Fear is that little darkroom where negatives are developed
-Michael Pritchard
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Preparing Mentally
• Review your
evidence
• Get a good night's
sleep
• Eat a good meal,
but don't over eat
• Visualize success
• Think realistically
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Stress Relieving Techniques
• Soothing stretches
• Deep breathing
• Tensing and relaxing
• Silence is your friend
• Use affirmations
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Appearing Confident
• Personal
organization
• Be prepared
• Know your topic
• Anticipate questions
• Be conscious of your
body language
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Establishing Credibility
• Dress appropriately
• Show your
confidence
• Pronounce all your
words correctly
• Be able to provide
evidence to support
what you're saying
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• Answer what’s asked
• It’s an audit—not an auction
• Not sure of what’s asked—Restate, Repeat,
Recess
• Silence is OK—Gather your thoughts, take a
breath, provide a clear response
• Call a caucus!
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