CM-105 EMOTIONAL INTELLIGENCE AND IMPROVING COMMUNICATION SKILLS

CM-105 EMOTIONAL INTELLIGENCE AND IMPROVING COMMUNICATION SKILLS

description

Auditors frequently deal with potential conflict, difficult situations and sometimes difficult people. Emotional intelligence (EQ) skills can help transform these situations into opportunities to end conflict, build positive relationships, increase an auditor’s credibility and evoke positive change in their organization. Statistically, individuals with a high level of emotional intelligence are more successful regardless of industry or role. Expectations for internal auditors today, demands exceptional communication skills which are dependent on emotional intelligence. EQ is a driving force for improved relationships and effective communication. Fortunately, EQ can be developed and improved throughout life.  This course will cover the basic concepts of emotional intelligence, why EQ skills is important in business, and methods and techniques that can be used to improve EQ.

 

This interactive course uses lecture, group exercises, real-life case studies, and examples to help auditors develop improve emotional intelligence and communications skills. This course utilizes the DiSC Assessment to evaluate participants’ communications styles.

LEARNING OBJECTIVES:

  • Communicating effectively with clients and stakeholders
  • Understanding different styles of communication
  • Improving oral and written communication skills
  • Becoming a skilled interviewer—developing an effective questioning and interviewing style
  • Developing skills for dealing with difficult people and situations
  • Active listening skills

 

COURSE OUTLINE:

Emotional Intelligence

  • What is Emotional Intelligence?
  • IQ/EQ/Personality
  • Four skills of Emotional Intelligence
  • Emotional Intelligence scale
  • Emotional Intelligence strategies

Communication Skills

  • Listening | Body language | Tone and attitude
  • Establishing rapport | Building relationships
  • Understanding your audience | Formal vs. informal

Communication Styles and DiSC Assessments

  • Types and styles of communication
  • How style type impacts presenting and receiving messages
  • Identifying behaviors and working with varying behaviors
  • Receiving messages from different communication styles
  • Delivering messages to different communication styles

Interviews and Meetings

  • Preparation | Meeting rooms and places | Scheduling | Agendas | Formalities
  • Being flexible —being overly flexible
  • Establishing rapport
  • Understanding the business | Defining objectives and risks
  • Language, terminology, and colloquialisms
  • Dos and Don’ts of interviewing | Note Taking
  • Facilitating meetings

Listening Skills, Questions and Questioning

  • Active listening
  • Response skills | Repeating, paraphrasing, reflecting
  • Asking effective questions – Types, styles, and progression of questions
  • Using guides and questionnaires
  • Questioning information | Questioning knowledge

Presentations and Reports

  • Presentation style | Detailed vs. “Bottom-Line” | Telling a story | Visualization
  • Timing | Fear (tricks of the trade) | Getting to the point
  • Voice—active vs. passive | Audit “speak” and lingo
  • Length and using appendices and attachments
  • Readability and conciseness | 5 Cs |Reviewing and editing

Negotiating & Challenges

  • Being prepared | Characteristics of a negotiation
  • People vs. problems | Understanding positions | Identifying solutions
  • Difficult people and situations
  • Conflict situations | Thinking on your feet
  • Audit findings
Duration

CPE

Delivery

Field

Level

Who Should Attend

Prerequisites

Advanced Preparation

2 Days

16

Group-Live

Auditing

Intermediate

Internal auditor staff and management of all levels

Professionals with at least 2 years of experience

None