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Company Confidential Registration Management Committee (RMC) Presenting Results to Clients Boston, MA July 22, 2011 Reg Blake VP Corporate Development.

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Presentation on theme: "Company Confidential Registration Management Committee (RMC) Presenting Results to Clients Boston, MA July 22, 2011 Reg Blake VP Corporate Development."— Presentation transcript:

1 Company Confidential Registration Management Committee (RMC) Presenting Results to Clients Boston, MA July 22, 2011 Reg Blake VP Corporate Development and Regulatory Affairs Auditor Workshop Boston, MA July 21-22, 2011

2 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 and ISO –Preparation and planning Boston, MA July 21-22, 2011

3 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, MA July 21-22, 2011

4 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, MA July 21-22, 2011

5 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, MA July 21-22, 2011

6 Company Confidential Registration Management Committee (RMC) Closing Meeting: –Audit conclusions –Recommendation regarding certification Boston, MA July 21-22, 2011

7 Company Confidential Registration Management Committee (RMC) No Surprises Approach: –Warn in advance –Softens the blow –Creates the right atmosphere –Aids delivery and acceptance Boston, MA July 21-22, 2011

8 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, MA July 21-22, 2011

9 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, MA July 21-22, 2011

10 Company Confidential Registration Management Committee (RMC) The Sandwich Approach Good News Bad News Good News Boston, MA July 21-22, 2011

11 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, MA July 21-22, 2011

12 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

13 Company Confidential Registration Management Committee (RMC) Breaking Bad News to Clients –And finally: »Follow through and stay connected Boston, MA July 21-22, 2011

14 Company Confidential Registration Management Committee (RMC) Remember: The sandwich methodology GOOD-BAD-GOOD Never ever give bad news first Boston, MA July 21-22, 2011

15 Company Confidential Registration Management Committee (RMC) Boston, MA July 21-22, 2011


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