Say What!? Communicate with Tact and Impact : What to say to get results at any point in an audit book cover
1st Edition

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

  • Available for pre-order. Item will ship after September 16, 2021
ISBN 9780367555535
September 16, 2021 Forthcoming by CRC Press
204 Pages

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Book Description

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, the book 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 the author Ann Butera CRP’s 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 content 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  

 The 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 could 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, (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 reader the opportunity to develop plans to bridge the gap between theory and practice. The reader can use the book as a reliable resource when subject matter experts or training guides are not readily available.

Table of Contents

  1. Preface
  2. Purpose 
  3. How to Get the Most from this Book
  4. Projecting Executive Presence
  5. How to Be the Trusted Advisor
  6. Influencing Others for Results
  7. Facilitating Meetings and Discussions
  8. Speaking with Tact, Confidence, and Impact
  9. Delivering Bad News Without Causing Bad Feelings
  10. Ways to Overcome Objections and Resistance
  11. Managing and Resolving Conflicts 
  12. Specialized Negotiation Skills 
  13. When to Let Go and Move On
  14. Bibliography

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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.