There are 5 common forms or methods of communication that we’re most familiar with. Recently I discovered another that takes us to the next level as auditors and consultants.
The 5 more familiar methods are:
This should be a no-brainer really. As an auditor and as a consultant, listening is really key and it's a matter of just shutting up.
I actually came across this, this morning. I was working with a client as a consultant, and she was very excited. She was really enjoying sharing with me what she was building with her business. She was making me excited, and I realised that I was butting in because I was pumped as well!
When I realised this, I said to myself ‘no, just shut up, Jackie, let her get out what she wants to share’. I was doing her a disservice by butting in because I was excited – my job was to listen.
The same absolutely applies to us when we’re auditing. We are there to listen. As auditors, we do have to ensure that we’re maintaining control of the interview too though because we might come across some auditees that like to have a chat.
So, there is a bit of a balance where we might have to interrupt and get control of the audit.
This is not only the words that come out of our mouth, but it could also be the tone as well. What’s really important is the language and terms we use when communicating.
As an auditor, even as a consultant, don't baffle them with big words.
Why, why do we have to use big words? It doesn't help our clients at all. I always say use the language of the client.
Find out what it's called in their system or in their industry and use their language when you're communicating. Stay clear of big legal words or ISO standard words. Break it down so they can understand what it is to them and their business.
Of course, with verbal, there is also non-verbal. With your non-verbal communication, it's about making others feel comfortable and not intimidated. Opening yourself up and making them feel comfortable. Staying calm and your body language should reflect this as well.
Something that I am very aware of is sitting next to my client or auditee. I never like sitting opposite them when conducting an interview. We're working together. We have a common goal. So, let's work as a team.
This one was so obvious however I have never really thought of this fully from the perspective of being an auditor or consultant. Our communication isn’t just about one-on-one interaction with people (which covers the listening, verbal and non-verbal) it’s about our written word also.
We write audit reports, don’t we? That’s written! Our audit reports need to be clear, and this goes back to language again. With our written communication using their language – call it what the client calls it. Don't use big words that baffle people, and they have no clue what you're talking about.
We'll all have different styles with our audit reports. I've read many audit reports in my time, and some have very flourishing and novel-like wording. I personally don't use a lot of flourishing words. I like to have it set out systematically with bullet points, so it's just listing the facts It is still important to explain clearly and simply what your audit findings are in the written form.
This is another one that I hadn’t really thought about when it came to auditing and consulting, but this is what we’re doing all the time - we're sharing our knowledge and we're sharing our experience.
It's really important how we communicate and share that knowledge. I always suggest as a consultant, not to ‘take over’ and simply share and provide the tools for your clients to do it themselves, so they have the knowledge to build their own system and maintain the system.
As auditor's though, and particularly if you are a certification auditor, we do have to be careful with knowledge sharing. As a certification auditor I can look at the criteria, and the evidence and state both, however, I cannot provide the corrective action or a recommendation. I do have the knowledge to share however this would become a conflict of interest.
As a consultant though you CAN share your knowledge. In fact, that's what you're there for! Remember though to give them the tools to look after themselves. Don't be tempted to take over and do it yourself. This will empower them.
There's one more and this is the one you've been waiting for. Actually, it’s two wrapped up into one.
I know it sounds a bit warm and fuzzy for us auditors and consultants, doesn’t it?
From this knowledge that we are sharing, whether it’s through listening, verbal, non-verbal, and written, it’s about inspiring people and motivating people to implement their system and ultimately to love their system and see the benefits of their system.
Share your passion for what you do and inspire and motivate others.
As I always say Let’s Infiltrate the world! You can absolutely do this as a consultant or an implementer of a system. Sharing the love, getting everyone as passionate about it as you are.
As auditors, we can still do this too. We can still inspire and motivate by demonstrating to our audit clients that we're not scary and we’re there to help them. Share your knowledge (to a degree).
It’s not about being the quality police and coming down with a heavy hand and a big stick, it is about inspiration and motivation, getting people to see what the opportunities and the benefits are for the system that they have implemented.
Supporting them to know that they can improve the system and that it’s benefiting their business, their workers, and their customers.
I’d love you to reflect on how you communicate as a consultant or an auditor and look at those few extra methods like your written communication, your knowledge sharing, and then most importantly, how you inspire and motivate your clients.
That’s what I love about this job. I love walking away and having people feel excited. I know it sounds a bit weird feeling excited about their system and what it can do for their business. 😊 I know it can be done though. It's so rewarding when you see that and see your clients turn the corner and go, ‘oh yeah, I see it now’.
How do you inspire and motivate your clients?