presenting results to clients
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Presenting Results to Clients. Boston, MA July 22 , 2011 Reg Blake VP Corporate Development and Regulatory Affairs. Auditor Workshop Boston, M A July 21-22, 2011. Introduction How to say, “Your management system is not as good as you think it is” nicely! - PowerPoint PPT PresentationTRANSCRIPT
Company Confidential
Registration Management Committee (RMC)
Presenting Results to Clients
Boston, MAJuly 22, 2011
Reg BlakeVP Corporate Development and
Regulatory Affairs
Auditor WorkshopBoston, MA
July 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• Introduction– How to say, “Your management system is not
as good as you think it is” nicely!– Diplomatically giving clients bad news– Ideas and tips for auditors– AS9104, ISO/IEC 17021 and ISO 19011– Preparation and planning
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors– Ethical– Open-minded– Diplomatic– Collaborative– Observant– Perceptive– Versatile
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• ISO/IEC 17021:2011 Annex D (Informative) – Desired personal behaviors– Tenacious– Decisive– Self-reliant– Professional– Morally courageous– Organized
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• Opening Meeting Topics:– Information about the conditions under which
the audit may be prematurely terminated– Confirmation that, during the audit, the client
will be kept informed of audit progress and any concerns
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• Closing Meeting:– Audit conclusions– Recommendation regarding certification
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• No Surprises Approach: – Warn in advance– Softens the blow– Creates the right atmosphere– Aids delivery and acceptance
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• Preparation and Planning:– Know your client and its culture
» Professional and accommodating» Hard-to-please» Angry» Anticipate reaction to bad news» Recognize stress and emotions created by
audits» Build strong and long-term relationships
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
• Preparation and Planning:– Know your client and its culture
» Internal “Corporate” culture» Ethnic, social, economic, political or religious» Be sensitive but remain impartial» Adjust to auditee’s language skills» Consider cultural aspects at all stages of audit» Evaluate significant cultural aspects at Stage 1
Audit
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
The Sandwich ApproachGood News Bad News Good News
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
Breaking Bad News to Clients– Tips for softening the blow:
» Tone it down» Done with empathy and professionalism» Get to the point and stick to business» Tell the truth and focus on facts» Focus on positives» Anticipate reactions
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
Breaking Bad News to Clients– Tips for softening the blow:
» Put yourself in the auditee’s shoes» Acknowledge the client’s feelings» Take charge and maintain control» Remind them of the bigger picture
Company Confidential
Registration Management Committee (RMC)
Breaking Bad News to Clients– And finally:
» Follow through and stay connected
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
Remember:The sandwich methodology GOOD-BAD-GOODNever ever give bad news first
Boston, MAJuly 21-22, 2011
Company Confidential
Registration Management Committee (RMC)
Questions
Thank you!Boston, MA
July 21-22, 2011