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Trust Building Communication Skills for Auditors

2013 Federal Audit Executive Council Annual Conference Richard W. Moore, Inspector General, TVA September 27, 2013. Trust Building Communication Skills for Auditors. WHY?.

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Trust Building Communication Skills for Auditors

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  1. 2013 Federal Audit Executive Council Annual Conference Richard W. Moore, Inspector General, TVA September 27, 2013 Trust Building Communication Skills for Auditors

  2. WHY?

  3. Auditors who step up and have the Right Conversation about the Right Things and do it the Right Way get better Results than auditors who don’t.

  4. HOW?

  5. How • Recognizing Crucial Conversations that are key to better audit results • Avoiding the Sucker’s Choice • Identifying where you are stuck • Use CPR to dissect the communication problem • “Stepping out of the conversation” to talk about what went wrong

  6. How (cont.) • Demonstrate mutual purpose • Demonstrate mutual respect • Give an effective apology when appropriate • Use “contrasting” to rebuild safety

  7. What causes Auditors to get out of sync and not “rowing” together?

  8. Internal Conflict within the OIG • Scope • Cycle Time • Resources • Poor Performers

  9. Conflict with the Agency • Delays in getting the data from the agency • Push back on findings and recommendations • Disputes over the tone of the report and “gottcha” language in the report

  10. Politics Politics is when people choose their words and actions based on how they want others to react rather than based on what they really think. ~ Patrick Lencioni The FIVE Dysfunctions of a Team

  11. The Solution Take the politics out of audits by being transparent in a respectful way that promotes staying in dialogue.

  12. Video presentation of Crucial Conversations by Vital Smarts

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