| Awarding Body: | CPD for Certified Internal Auditors |
The aim of this workshop is to help participants develop their communication and client relationship building skills.
Course modules
This is a single module course. (All the information is on this course page).
OUTCOMES
At the end of the workshop, you will have:
- an understanding of the importance of being able to effectively apply the principles of good communication and the positive effect this can have on the development on auditor – client relationships
- an understanding of the importance of good “listening” skills
- an understanding and appreciation of the importance of body language in communication
- an understanding and awareness of personal thinking styles
- a plan for developing competence in communication and successful client auditor relations by applying it to real situations at work.
- an understanding of good practice for effective meetings and interviews
- an understanding of how to deal with “difficult” people
- an understanding of good practice for effective one to one, and group, negotiation situations
- an appreciation of assertiveness techniques in one to one, and group, situations
- an increased awareness, appreciation and understanding of the areas covered on the course and how to apply them to practical “real life” situations.
TARGET AUDIENCE(S):
Auditors / Audit Managers / Operational Managers from all levels within an organisation
ANTICIPATED DURATION: 2 day – 14 Hours CPD
TIMETABLE:
DAY ONE
9.00 | Introduction and Objectives |
9.15 – 10.45 | Key Factors in successful Client Relationships What makes a successful relationship? Personal Style and Its Effect on relationships |
10.45 – 11.00 | Tea/Coffee |
11.00 – 11.45 | The Importance of Good Communication Effective Communication |
11.45 – 12.45 | Communication (Cont) The Importance of “Listening” Personal Thinking Styles |
12.45 – 13.45 | Lunch |
13.45 – 15.15 | Communication (Cont) Body Language And Its Role In Successful Client Relationships |
15.15 – 15.30 | Tea/Coffee |
15.30 – 16.45 | Client Service “Difficult” People Dealing With “Difficult” People |
16.45 – 17.00 | Day 1 Review & Summary |
DAY TWO
9.00 – 9.15 | “Difficult” People – Re-Visited |
9.15 – 10.45 | Assertiveness Assertiveness Techniques Being Assertive |
10.45 – 11.00 | Tea/Coffee |
11.00 – 11.45 | Assertiveness (Cont) From No to Yes |
11.45 – 12.45 | Understanding The Client Position Interviews / Meetings The Structure Required To Conduct An Effective Meeting / Interview |
12.45 – 13.45 | Lunch |
13.45 – 15.00 | Negotiation Factors to consider Conducting a Negotiation Closing a Negotiation One to One Practical Negotiations Exercise |
15.00 – 15:15 | Tea/ Coffee |
15.15 – 16.45 | Group Negotiations Factors to consider Group Negotiation Practical Exercise |
16.45 – 17.00 | Course Summary, Final Feedback, Next Steps |
