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Presenting Results to Clients

Presenting Results to Clients. Boston, MA July 22 , 2011 Reg Blake VP Corporate Development and Regulatory Affairs. Auditor Workshop Boston, M A July 21-22, 2011. Introduction How to say, “Your management system is not as good as you think it is” nicely!

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Presenting Results to Clients

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  1. Presenting Results to Clients Boston, MA July 22, 2011 Reg Blake VP Corporate Development and Regulatory Affairs Auditor Workshop Boston, MA July 21-22, 2011

  2. Introduction How to say, “Your management system is not as good as you think it is” nicely! Diplomatically giving clients bad news Ideas and tips for auditors AS9104, ISO/IEC 17021 and ISO 19011 Preparation and planning Boston, MA July 21-22, 2011

  3. ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors Ethical Open-minded Diplomatic Collaborative Observant Perceptive Versatile Boston, MA July 21-22, 2011

  4. ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors Tenacious Decisive Self-reliant Professional Morally courageous Organized Boston, MA July 21-22, 2011

  5. Opening Meeting Topics: Information about the conditions under which the audit may be prematurely terminated Confirmation that, during the audit, the client will be kept informed of audit progress and any concerns Boston, MA July 21-22, 2011

  6. Closing Meeting: Audit conclusions Recommendation regarding certification Boston, MA July 21-22, 2011

  7. No Surprises Approach: Warn in advance Softens the blow Creates the right atmosphere Aids delivery and acceptance Boston, MA July 21-22, 2011

  8. Preparation and Planning: Know your client and its culture Professional and accommodating Hard-to-please Angry Anticipate reaction to bad news Recognize stress and emotions created by audits Build strong and long-term relationships Boston, MA July 21-22, 2011

  9. Preparation and Planning: Know your client and its culture Internal “Corporate” culture Ethnic, social, economic, political or religious Be sensitive but remain impartial Adjust to auditee’s language skills Consider cultural aspects at all stages of audit Evaluate significant cultural aspects at Stage 1 Audit Boston, MA July 21-22, 2011

  10. The Sandwich Approach Good News Bad News Good News Boston, MA July 21-22, 2011

  11. Breaking Bad News to Clients Tips for softening the blow: Tone it down Done with empathy and professionalism Get to the point and stick to business Tell the truth and focus on facts Focus on positives Anticipate reactions Boston, MA July 21-22, 2011

  12. Breaking Bad News to Clients Tips for softening the blow: Put yourself in the auditee’s shoes Acknowledge the client’s feelings Take charge and maintain control Remind them of the bigger picture

  13. Breaking Bad News to Clients And finally: Follow through and stay connected Boston, MA July 21-22, 2011

  14. Remember: The sandwich methodology GOOD-BAD-GOOD Never ever give bad news first Boston, MA July 21-22, 2011

  15. Questions Thank you! Boston, MA July 21-22, 2011

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