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Dealing with Difficult Audit Clients





Auditors often have to deal with difficult people.

And they are not always clients

Fortunately psychologists have been studying difficult people for years. Which means we can take those lessons and learn how to identify and deal with difficult behaviors.

By the end of this course, you will be able to

  • Get yourself in the right mental attitude to deal with your difficult person
  • Learn how to respond to various problematic players in your work life
  • Engage in constructive conversations
  • Select an appropriate conflict resolution style to get maximum results
  • Identify and manage toxic words
  • Develop a strategy for dealing with different types of difficult people

Course Syllabus

Learning Objectives

  • Discover the right mental attitude for dealing with difficult people
  • Recognize problematic players in your life
  • Identify toxic words and behaviors
  • Develop a strategy for dealing with difficult people

Who Should Attend

  • Auditors of any level
  • Compliance professionals
  • SOX Auditors
  • CPAs and Chartered Accountants
  • Finance professionals
  • Certified Fraud Examiners

Program Duration(s)

This session is available in 1, 4 or 8 hour increments. Below is the program/course outline. Bear in mind that the level of depth and detail for each topic area varies depending on the total program duration.

Field of Study

  • Auditing

Outline

Getting your mind right

  • -Developing a good mental attitude when confronted with challenging people?
  • -Exploring strategies to deal with difficult people

 

Responding in style

  • -Let's talk about the 4 responding styles and when/where/how to use them.

 

The conversation counts

  • -How to stay focused and engaged in conversations
  • -Asking good questions during an encounter
  • -Recognizing triggers

 

Handling conflicts

  • -Let's discuss the conflict process
  • -Using conflict resolution styles to get maximum results

Dealing with confrontations

  • -5 step confrontation technique

Reactive and toxic words

  • -Preventing challenging conversations by choosing the right words
  • -Identifying and responding to toxic statements

Categorizing difficult people

  • -Understanding the traits of difficult people based on common characteristics
  • -Looking at the origins of difficult behavior
  • -Understanding how to deal with difficult behaviors based on these characteristics

 







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