Course Information

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.

Upon completion of this course, participants will be able to:

·         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

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

TAC Rule 523.142(g) requires the CPE Sponsor to monitor individual attendance and assign the correct number of CPE credits. Participants will be asked to document their time of arrival and departure in compliance with this Rule. Additionally, attendance will be monitored throughout the day and CPE certificates will reflect actual attendance of each participant.

If you are making travel plans to come to Austin, we recommend making "refundable" air and hotel reservations or waiting until 14 days before the class to actually book your reservations. Courses are occasionally canceled or rescheduled due to low enrollment. We determine whether a course has enough participants 16 days prior to the course date. If we cancel or reschedule, we will email the participant and his or her billing contact no later than 14 days before the original class date.

The course coordinator will contact you with parking information. Handicapped parking is free at the meters around the downtown area.

Vending machines with Coca-Cola products and various snack items are available. There is also a refrigerator and microwave in our coffee bar area. Feel free to bring in your own drinks and food if you prefer.

You might want to bring a light sweater or jacket, as room temperatures vary.

To see answers to our Frequently Asked Questions, visit http://www.sao.texas.gov/training/faq.html.