Audit Prep Communication Overview

1. Audit Prep Communication Overview 2014 SPP HR Corporate Training & Professional Development team Compliance Department

2. Workshop Purpose “Sharpen the Saw”

3. Communication skills

4. Understanding Types of Information • Assumption • Concept • Fact • Opinion • Opinionated Fact • Procedure • Process • Principle

5. Exercise • The computer system is too hard to learn. • Opinion • Only 45 fish died. • Opinionated Fact • The restaurant garden space is 1/5 of an acre. • Fact • The substance is red. • Concept • A new computer system is too expensive to implement. • Assumption • Information Types • Assumption • Concept • Fact • Opinion • Opinionated Fact • Principle • Procedure • Process

6. Exercise • To wash your hands, first wet your hands, then add soap, rub your hands to lather the soap, and rinse off the soap. • Procedure • 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. • Process • Gravity causes dropped objects to always fall to the ground. • Principle • Information Types • Assumption • Concept • Fact • Opinion • Opinionated Fact • Principle • Procedure • Process

7. verbal Communication Skills

8. Communication: Verbal, Vocal, or Visual? 7% Verbal 55% Visual 38% Vocal Source: Albert Mehrabian, UCLA

9. 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.

10. Watch Filler Words…Do You Really Need: • Currently • Therefore • However • Also • Due to the fact that • A total of • Moreover • In order to • That • As previously stated • Importantly • Additionally • At this time • In the process of 11

11. 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.”

12. Para-Verbal Communication • Pitch • Pitch describes how high or low your voice is. • Volume • The loudness of your voice must be governed by your diaphragm. • Quality • The color, warmth, and meaning given to your voice contribute to quality. • Speed • The pace of your words.

13. The Power of Pitch • A high pitch is often interpreted as anxious or upset. • A low pitch sounds more serious and authoritative. Pitch can most simply be defined as the key of your voice.

14. 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.

15. 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?

16. The most important thing in communication is to hear what isn't being said. - Peter Drucker Non-Verbal Communication

17. Scenarios - Interpretations • The auditor asks you to explain your procedure for a particular process. He/She looks stern and their arms are crossed. • His mind is already made up. • A team member tells you they have bad news, but they are smiling as they say it. • 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. • The co-worker is upset.

18. All About Body Language Posture • Sitting hunched over typically indicates stress or discomfort. • Leaning back when standing or sitting indicates a casual and relaxed demeanor. Arms, Legs, Feet, and Hands • Crossed arms and legs often indicate a closed mind. • Fidgeting is usually a sign of boredom or nervousness. Facial Expressions • Smiles and frowns speak a million words. • A raised eyebrow can mean inquisitiveness, curiosity, or disbelief. • Chewing one’s lips can indicate thinking, or it can be a sign of boredom, anxiety, or nervousness.

19. Interpreting Gestures

20. When people talk, listen completely. Ernest Hemingway Listening Skills

21. Ways to Listen Better Today • When you’re listening, listen. • frame of reference • Listen closely and attentively • Respond appropriately, either non-verbally, with a question, or by paraphrasing. • Avoid interrupting. • When you do talk, make sure it’s related to what the other person is saying. • Do not offer advice unless the other person asks you for it. If you are not sure what they want, ask!

22. 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.

23. Listening To Questions • Closed-ended • “Right answers” • Answer the question with factual data • Open-ended • Elicit multiple answers • Answer the question with an explanation

24. Not Sure of What’s Being Asked? • Restate • Repeat • Recess

25. Exercise – Answer, Rephrase or Clarify? • Can you provide me a walk-through of your process? • Answer • How does your process support CIP-00X, R.Y? • Rephrase • Your processes are close to compliant, wouldn’t you say? • Rephrase • In your opinion, are your Department’s processes adequate? • Rephrase • Do all your processes support the standards? • Clarify

26. Understanding Types of Information • Fact • Opinion • Opinionated Fact • Concept • Assumption • Procedure • Process • Principle

27. 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.

28. Fear is that little darkroom where negatives are developed -Michael Pritchard Overcoming Nervousness 29

29. Preparing Mentally • Review your evidence • Get a good night's sleep • Eat a good meal, but don't over eat • Visualize success • Think realistically 30

30. Stress Relieving Techniques • Soothing stretches • Deep breathing • Tensing and relaxing • Silence is your friend • Use affirmations 31

31. Appearing Confident • Personal organization • Be prepared • Know your topic • Anticipate questions • Be conscious of your body language 32

32. Establishing Credibility • Dress appropriately • Show your confidence • Pronounce all your words correctly • Be able to provide evidence to support what you're saying 33

33. 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! 34