I help auditors become awesome | Audit Trainer & Keynote Speaker | 2023 Internal Audit Beacon award recipient
I recently had an intense meeting with an aggressive audit client. Dealing with high-pressure situations and managing stress is part of the job. But this meeting was a lesson in patience, empathy, and strategic communication. Here are 5 invaluable lessons I learned in those exhausting 2 hours: 1. 𝗦𝘁𝗮𝘆 𝗳𝗼𝗰𝘂𝘀𝗲𝗱 𝗼𝗻 𝘁𝗵𝗲 𝗳𝗮𝗰𝘁𝘀: In face of aggressive questioning, emotional neutrality is key. Stick to the data, the facts, and the audit issues. 2. 𝗥𝗲𝘀𝗽𝗼𝗻𝗱, 𝗱𝗼𝗻'𝘁 𝗿𝗲𝗮𝗰𝘁: Emotional reactions can escalate conflict. A calm, collected response can help diffuse tension. 3. 𝗟𝗶𝘀𝘁𝗲𝗻 𝗔𝗰𝘁𝗶𝘃𝗲𝗹𝘆: Often, aggression comes from feeling unheard. Active listening shows respect for their views and can smooth the conversation. 4. 𝗕𝗲 𝗳𝗶𝗿𝗺 𝗯𝘂𝘁 𝗿𝗲𝘀𝗽𝗲𝗰𝘁𝗳𝘂𝗹: Standing your ground is critical, but it's important to maintain respect. Our words reflect our professional integrity. 5. 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲 𝘀𝗲𝗹𝗳-𝗰𝗮𝗿𝗲: Post meeting, it's crucial to destress. A few minutes of deep breathing, a walk, or even a cup of tea can help reset your emotional state. Have you faced similar situations? How do you deal with aggressive clients? ---------------------------------- Hi there, I'm Rob. I teach people (especially auditors) how to become awesome. ---------------------------------- Repost ♻️ if you found this useful Let's Connect --->Robert Berry #thatauditguy #internalaudit
Great advice. The best outcomes, for me, was when I could put myself in their shoes. Recognize that they have certain facts that you don't. And you have certain facts that they don't. When everyone gets on the same page, issues often disappear. Plus - they may simply be having one very bad day, with none of it having to do with you. Thanks for the post, Robert Berry
Finding ways to recognize that sand paper also smooths the surface is a challenge, but I understand the assignment.
Thank you for the reminders, no one likes to be audited with findings.
Thank you for sharing, Robert Berry
Robert Berry Responding and actively listening while embracing these do impact and meaningful to see these takeaways Robert Berry Many blessings to you
This is spot on: "Often, aggression comes from feeling unheard. "
Staying cool under pressure is an art. Embracing emotional neutrality and sticking to the facts can be our superpower in the face of tough questioning.
2023 and 2024 Internal Audit Beacon award recipient | Keynote Speaker & Author | Board Member | Independent Director | Internal Audit & Compliance Advisor
1yOh wow Robert Berry I wish I had come up with the sandpaper analogy 😁 ! Joke aside, all your recommendations are excellent! I would add one: be prepared - by learning to understand oneself, and what are our blind spots where "good" reactions fail us. I always found this to be the hardest part - actually constantly working on learning who this complex "me" actually is 😀.