Real-Life Communication -- Solution
"People skills, including communication skills, are very important
to internal audits," says auditor John Muirhead. "The internal audit is more
effective if seen by management and auditors as contributing improvement to
the organization."
This particular dilemma, says Muirhead, is often
presented by his company to job applicants to see how they respond. This is
the type of response they hope to get:
Muirhead recommends the auditor
try and take a few minutes right then to speak with the director of the department.
If you have no major findings, say so. That should immediately put the director
at ease.
However, if you do have some concerns, Muirhead encourages
you to set a meeting time with the director. Then you can sit down and explain
your findings in detail. As Muirhead points out, the auditor really shouldn't
find anything that would surprise the director. However, this is not always
the case.
If you both agree to a meeting, Muirhead recommends starting
the meeting on a positive note. Emphasize the fact that these are interim
findings only -- the audit has not been completed at this point.
Muirhead
says you should explain that your viewpoints will be discussed in your report,
including any steps that need to be taken to resolve the problems. You should
also mention that you'll be reviewing your report again for errors or
omissions.
Be sure, adds Muirhead, to thank the director for his time
and interest in the audit. If the director becomes critical or defensive,
keep the discussion to a minimum until the audit work is completed. Then you
can arrange for a formal meeting with the director and senior management.
How
you conduct yourself will affect how others see you. In auditing, your approach
can either help or hinder you. It's important to develop positive relationships
right from the beginning.
"You need to be very creative in your approach,"
agrees auditor Rob Clark. "Strong communication skills, both oral and written,
are needed to be effective." He adds that sales skills can also be valuable
-- you need to be able to sell your suggestions and present them in a positive
way.