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Session #1 First impression
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You can never get a second chance to make the first impression. The “don’t make
me think” rule initially established for user-friendly web-sites applies to any
product or service including auditing. Customers “don't read web pages - they
scan them. They don't figure out how things work – they muddle through".
In the application of this idea to auditing, we have found that customers don’t
always pay attention to what auditors say, but tend to form their responses based
on first impressions and this in turn can lead to assumptions.
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Specific skills you will take away from this:
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Creating and maintaining collaboration
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Creating a positive environment
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Setting the right tone
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Session #2 Building Rapport
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In this part of the training we are going to talk about the informal part of the
auditing process. The interviewer needs to read verbal and non-verbal signals to
understand what topics should be avoided, what topics can help to build connections,
and what can develop strong common ground with the interviewee.
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Specific skills you will take away from this session:
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Knowing topics to avoid
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Selecting areas of common ground
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Choosing consistency or adjustment
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Session #3 Listening
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Journalists say that “an interviewer is a person who listens for a living”. It is
not only important to listen actively, but also to use active listening and observation
to achieve established objectives This session results in a set of specific recommendations
and a description of techniques to enhance your listening and observational skills.
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Specific skills you will take away from this session:
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Effective paraphrasing
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Mirroring body language
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“Non-destructive” note taking
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Session #4 Questioning
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Journalists say that “In an ideal interview your subject talks about 85 percent
of the time and you, only 15 percent”. They also say that “Words are everything.
They build trust, inspire and show direction. They can hurt and they can help. Words
need to be picked over, weighed, combed through, and only used deliberately.” So,
how do you use the 15 percent of your time during an interview (it is only nine
minutes of a 60 minute interview) in the most effective way?
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Specific skills you will take away from this session:
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Making questions clear and concise
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Asking questions to explore the subject
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Asking questions to get details
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Session #5 Flow of interview
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For some auditors it is a challenge to cover all items on the audit agenda within
the specified time of the interview. It is especially challenging when the flow
of conversation doesn’t support the audit goals and objectives. As an example, the
auditee can provide replies that can be too detailed, too broad, or outside of the
scope concerned. The goals of this session are to learn and practice techniques
that help to find the right balance between following the agenda and following the
flow of conversations, and to navigate the conversation toward established objectives.
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Specific skills you will take away from this session:
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Navigating the conversation
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Dealing with evasive replies
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Managing interview time
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