1st Edition

Say What!? Communicate with Tact and Impact What to say to get results at any point in an audit

By Ann M. Butera Copyright 2022
    208 Pages
    by CRC Press

    208 Pages
    by CRC Press

    This book addresses the important role of communication within the context of performing an audit, project, or review (i.e., planning, detailed testing, and reporting).

    Intended for audit, information security, enterprise, and operational risk professionals at all levels, including those just starting out, Say What!? Communicate with Tact and Impact: What to Say to Get Results at Any Point in an Audit contains an array of practical and time-tested approaches that foster efficient and effective communication at any point during an engagement.

    The practical and memorable techniques are culled from author Ann M. Butera’s CRP experience as a trusted advisor who has taught thousands of professionals how to develop and hone their interpersonal, communication, and empathic skills. Those familiar with the Five Tier Competency ModelTM she developed will recognize these techniques as a deep dive on the competencies comprising Tier 3: Project Management and Tier 5: Managing Constituent Relations.

    The author discusses the following behaviors in one’s dealings with executives, process owners, control performers, and colleagues:

    • Demonstrating executive presence
    • Becoming the trusted advisor
    • Influencing others
    • Communicating with tact, confidence, and impact
    • Facilitating productive meetings and discussions
    • Overcoming resistance and objections
    • Managing and resolving conflict
    • Knowing when to let a topic go and move on

    This book is a guide for professionals who want to interact proactively and persuasively with those they work with, audit, or review. It describes techniques that can be used during virtual, in-person, telephone, or video conferences (as opposed to emails, workpapers, and reports). It provides everyone (newer associates in particular) with the interpersonal skills needed to (1) develop and build relationships with their internal constituents and clients, (2) facilitate conversations and discussions before and during meetings, and (3) handle impromptu questions with confidence and executive presence and make positive first impressions.

    The topics and techniques discussed are accompanied by case studies, examples, and exercises to give the readers the opportunity to develop plans to bridge the gap between theory and practice. The readers can use the book as a reliable resource when subject matter experts or training guides are not readily available.

    1. Purpose

    2. How to Get the Most from This Book

    3. Projecting Executive Presence

    4. How to Be the Trusted Advisor

    5. Influencing Others for Results

    6. Facilitating Meetings and Discussions

    7. Speaking with Tact, Confidence, and Impact

    8. Delivering Bad News without Causing Bad Feelings

    9. Ways to Overcome Objections and Resistance

    10. Managing and Resolving Conflicts

    11. Specialized Negotiation Skills

    12. When to Let Go and Move On


    Ann M. Butera is the Founder and President of The Whole Person Project, Inc., a consulting firm that uses customized approaches and training to achieve sustained and positive change in employee performance. She served on a financial services firm’s audit committee for six years and served as audit committee chair. She is the author of Mastering the Five Tiers of Auditor Competency: The Essence of Effective Auditing. Ann Butera’s expertise and experience in instructional design and her informative, entertaining, and thought-provoking presentation style have made her a sought-after lecturer for businesses, universities, nonprofit groups, and professional organizations on the national, regional, and local levels. As a lecturer and trainer, Ann Butera has had numerous articles published in many trade journals, including Bank Accounting & Auditing Magazine and the ABA Consumer Banking Digest, and she has been quoted in the New York Times and Working Woman magazine, among other publications. She is a columnist for the Indiana Bankers Association’s Hoosier Banker magazine and for Protiviti’s website, KnowledgeLeader.