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Audit Prep Communication Overview 2014 SPP HR Corporate Training & Professional Development team Compliance Department 1 Workshop Purpose “Sharpen the Saw” 2 COMMUNICATION SKILLS 4 Understanding Types of Information • Assumption • Concept • Fact • Opinion • Opinionated Fact • Procedure • Process • Principle 5 Exercise 1. The computer system is too hard to learn. – Opinion 2. Only 45 fish died. – Opinionated Fact 3. The restaurant garden space is 1/5 of an acre. – Fact 4. The substance is red. – Information Types • • • • • • • • Assumption Concept Fact Opinion Opinionated Fact Principle Procedure Process Concept 5. A new computer system is too expensive to implement. – Assumption 6 Exercise 6. To wash your hands, first wet your hands, then add soap, rub your hands to lather the soap, and rinse off the soap. – Procedure 7. The water cycle includes the evaporation of water, the condensation of water vapor into clouds, rain, and water flowing in streams and rivers back to lakes and seas. – Information Types • • • • • • • • Assumption Concept Fact Opinion Opinionated Fact Principle Procedure Process Process 8. Gravity causes dropped objects to always fall to the ground. – Principle 7 VERBAL COMMUNICATION SKILLS 8 Communication: Verbal, Vocal, or Visual? 7% Verbal 55% Visual 38% Vocal 9 Source: Albert Mehrabian, UCLA Tips on Verbal Behaviors • Never apologize for yourself. • Avoid “but”; say “and” instead. • Avoid phrases such as “I think/feel/believe… ”, When asked a factual question. • Use “In my opinion… ” only when asked an opinion statement. Consider not using it at all! • Believe in your story. 10 Watch Filler Words…Do You Really Need: • • • • • Currently Therefore However Also Due to the fact that • • • • • • • • A total of Moreover In order to That As previously stated Importantly Additionally At this time • In the process of 11 It’s Not What You Say… • “I didn’t say you were wrong.” • “I didn’t say you were wrong.” • “I didn’t say you were wrong.” 12 Para-Verbal Communication • Pitch – • Volume – • The loudness of your voice must be governed by your diaphragm. Quality – • Pitch describes how high or low your voice is. The color, warmth, and meaning given to your voice contribute to quality. Speed – The pace of your words. 13 The Power of Pitch Pitch can most simply be defined as the key of your voice. • A high pitch is often interpreted as anxious or upset. • A low pitch sounds more serious and authoritative. 14 The Truth About Tone Tips on creating a positive, authoritative tone. • Try lowering the pitch of your voice a bit. • Smile! This will warm up anyone’s voice. • Sit up straight and listen. • Monitor your inner monologue. Negative thinking will seep into the tone of your voice. 15 The Strength of Speed • The pace has a tremendous effect on your communication ability. • Speed also has an effect on the tone and emotional quality of your message. • Speed gives your listener perceptions about your confidence. – Too fast? Dead giveaway that you’re nervous! – Too slow? What are you hiding? 16 NON-VERBAL COMMUNICATION The most important thing in communication is to hear what isn't being said. - Peter Drucker Scenarios - Interpretations • The auditor asks you to explain your procedure for a particular process. He/She looks stern and their arms are crossed. – • A team member tells you they have bad news, but they are smiling as they say it. – • His mind is already made up. They are joking or being sarcastic. You tell a co-worker you cannot help them with a project. They say that it’s OK, but they slam your office door on their way out. – The co-worker is upset. 18 All About Body Language Posture • Sitting hunched over typically indicates stress or discomfort. • Leaning back when standing or sitting indicates a casual and relaxed demeanor. Arms, Legs, Feet, and Hands • Crossed arms and legs often indicate a closed mind. • Fidgeting is usually a sign of boredom or nervousness. Facial Expressions • Smiles and frowns speak a million words. • A raised eyebrow can mean inquisitiveness, curiosity, or disbelief. • Chewing one’s lips can indicate thinking, or it can be a sign of boredom, anxiety, or nervousness. 19 Interpreting Gestures GESTURE INTERPRETATION Nodding head Shaking head Moving head from side to side Shrugging shoulders Crossed arms Tapping hands or fingers Shaking index finger Thumbs up Thumbs down Pointing index finger at someone/something Pointing middle finger (vertically) Handshake Flap of the hand Waving hand Waving both hands over head Crossed legs or ankles Tapping toes or feet Yes No Maybe Not sure; I don’t know Defensive Bored, anxious, nervous Angry Agreement, OK Disagreement, not OK Indicating, blaming Vulgar expression Welcome, introduction Doesn’t matter, go ahead Hello Help, attention Defensive Bored, anxious, nervous 20 When people talk, listen completely. Ernest Hemingway LISTENING SKILLS Ways to Listen Better Today • When you’re listening, listen. – frame of reference – Listen closely and attentively • Respond appropriately, either non-verbally, with a question, or by paraphrasing. • Avoid interrupting. • When you do talk, make sure it’s related to what the other person is saying. • Do not offer advice unless the other person asks you for it. If you are not sure what they want, ask! 22 Listen on Purpose & Ask Good Questions • Question Types – Knowledge - seeking facts, clarifying concepts, asking for generalizations. – Process - asking people to predict what will happen, compare and contrast two situations, synthesize ideas, or why a solution was implemented. – Affective - asking people for their opinions, feelings, attitudes or beliefs. – Behavior - asking how participants can apply new knowledge, what will they do differently now, than before, or how they can solve a problem. 23 Listening To Questions • Closed-ended – “Right answers” – Answer the question with factual data • Open-ended – Elicit multiple answers – Answer the question with an explanation 24 Not Sure of What’s Being Asked? • Restate • Repeat • Recess 25 Exercise – Answer, Rephrase or Clarify? • Can you provide me a walk-through of your process? – • How does your process support CIP-00X, R.Y? – • Rephrase In your opinion, are your Department’s processes adequate? – • Rephrase Your processes are close to compliant, wouldn’t you say? – • Answer Rephrase Do all your processes support the standards? – Clarify 26 Understanding Types of Information • • • • • • • • Fact Opinion Opinionated Fact Concept Assumption Procedure Process Principle 27 Answering Questions • Think about the purpose of the question and the answer before you speak. • Keep it simple. • Ask and answer one question at a time. • Use Wait Times. • Use appropriate nonverbal communication. 28 OVERCOMING NERVOUSNESS Fear is that little darkroom where negatives are developed -Michael Pritchard 29 Preparing Mentally • Review your evidence • Get a good night's sleep • Eat a good meal, but don't over eat • Visualize success • Think realistically 30 Stress Relieving Techniques • Soothing stretches • Deep breathing • Tensing and relaxing • Silence is your friend • Use affirmations 31 31 Appearing Confident • Personal organization • Be prepared • Know your topic • Anticipate questions • Be conscious of your body language 32 Establishing Credibility • Dress appropriately • Show your confidence • Pronounce all your words correctly • Be able to provide evidence to support what you're saying 33 • Answer what’s asked • It’s an audit—not an auction • Not sure of what’s asked—Restate, Repeat, Recess • Silence is OK—Gather your thoughts, take a breath, provide a clear response • Call a caucus! 34 35