1111 Ships in Service Training Material Approach to the Audit

2 Ships in Service Training Material Team spirit & co-operation = successful audit Auditors set the “TONE” for the audit.

3 Approach to the Audit Ships in Service Training Material MUST BE POSITIVE/VALUE-ADD I really am here to help. I am not here to find fault. We are on the same team. Together we can find opportunities. This benefits the business. Key Success Factor: Auditor Attitude

4 Approach to the Audit Ships in Service Training Material Relations between auditors and auditees are critical for a successful audit. The auditor influences these relationships by: 1.Understanding the communications process 2.Minimizing barriers to communication 3.Creating the climate for good communications 4.“LISTENING” carefully to auditees

5 Approach to the Audit Ships in Service Training Material Sender encodes Recipient decodes & interprets Message Feedback Communications Process

6 Approach to the Audit Ships in Service Training Material Barriers to effective communication Physical Intellectual Psychological

7 Approach to the Audit Ships in Service Training Material Create a Climate for Good Communications: Space (where are you auditing?) Timing (what time of day?) Eye contact (how much?) Body language (watch and control) Cultural sensitivities (research if necessary)

8 Approach to the Audit Ships in Service Training Material Space and Place considerations:  Allow “personal” space  Right location (auditees work space or conference room?)  Seating plan  Minimum physical distraction  Desk between people may be a barricade  Auditor & auditees should be one team

9 Approach to the Audit Ships in Service Training Material Time Considerations:  Leave auditees some time before you arrive  Respect auditees’ time & stay on schedule Never too far ahead of schedule Never LATE  Consider: customary timings meals siesta closing time

10 Approach to the Audit Ships in Service Training Material How much eye contact?  Western communication culture requires a lot of eye contact  Elsewhere close eye contact may be offensive or impolite  Lack of eye contact doesn’t have to mean attempt to hide information

11 Approach to the Audit Ships in Service Training Material 70% of Communication is NON-VERBAL Body language  Postures, gestures, facial expressions  Communicates mass of information  Uncontrolled messages may upset auditee  Common meanings  Cultural differences

12 Approach to the Audit Ships in Service Training Material Cultural Sensitivities  Audits may be carried out in multi-cultural environment  Be aware of cultural differences & sensitivities  Research specific issues  Understand how to establish rapport with auditees

13 Approach to the Audit Ships in Service Training Material Cultural Sensitivities - examples Do I shake hands with everyone? What is the private space? Beware of offensive gestures!

14 Approach to the Audit Ships in Service Training Material Good Listening is ESSENTIAL  Eliminate distractions  Listen for content  Suspend judgement  Listen for themes  Use spare time  Seek clarification

15 Approach to the Audit Ships in Service Training Material Bad habits to avoid (i.e. not listening)  Faking attention  Pre-occupation  Over-reaction  Interrupting the speaker  Listening without looking  Listening only to what we want to hear  Using listening time to collect the thought

16 Approach to the Audit Ships in Service Training Material Interviews provide essential objective evidence. Good communications are essential to good interviews. So, put the auditee AT EASE. Be Friendly. Explain why you are here. Ask for their help. Ask if they have questions. Show an interest in what THEY do. Explain your observations. Interviewing – A CRITICAL Audit Step

17 Approach to the Audit Ships in Service Training Material Interviewing Technique  Interviews are not interrogations.  Ask questions in conversational manner.  Weave questions into general conversation.  Do not cross question.  Avoid question answer exercise. Objectives?!

18 Approach to the Audit Ships in Service Training Material Questioning Technique for Interviews Questions should:  yield relevant information  not suggest answers  not contain emotive words or implications Three Question types:  open questions  closed and direct questions  clarifying questions Avoid leading questions Don’t ask antagonising questions

19 Approach to the Audit Ships in Service Training Material Open Questions - auditor friends What? Why? Where? Who? When? How?  Yield informative answer  Limits - conversation may get side-tracked!  One way to avoid diluting: Show me!

20 Approach to the Audit Ships in Service Training Material Closed and direct questions Closed questions – answer  Yes/No Direct questions – answer  few words  Intended to yield very specific information  Disadvantages: do not bring much information if used too often may create impression of cross - examination

21 Approach to the Audit Ships in Service Training Material Clarifying Questions  Intended to clarify, retrieve full information and prevent misunderstanding  Allow to grasp full picture  Disadvantages: if used too often may create impression that you were not listening are time-consuming if you are not prepared to listen in full don’t ask them