COURSE OVERVIEW:

The effectiveness of an audit depends as much on the auditor's interpersonal skills as it does on their technical knowledge. This course is specifically designed to enhance the "soft skills" of internal auditors, focusing on the human dynamics of the audit process. Participants will learn how to navigate the psychological aspects of auditing, transforming potentially adversarial encounters into collaborative sessions that yield honest and useful information.

The scope of this training centers on two critical areas: sophisticated interviewing techniques and proactive conflict resolution. Attendees will explore the art of asking the right questions—moving beyond simple interrogation to active listening and empathetic engagement. The curriculum addresses how to handle difficult personalities, manage defensive reactions, and de-escalate tensions that often arise when non-conformities are identified. By mastering these skills, auditors can build trust with auditees, leading to more accurate findings and a more positive quality culture.

Coverage includes non-verbal communication analysis, the use of open-ended vs. closed-ended questions, and strategies for maintaining professional neutrality. The course also provides practical frameworks for negotiation and consensus-building during the closing meeting. Participants will learn how to deliver "bad news" in a constructive manner that focuses on process improvement rather than personal blame. Through role-playing and behavioral simulations, auditors will develop the emotional intelligence necessary to lead audits that are both thorough and well-received by the organization.

COURSE OBJECTIVES:

After completion of this course, the participants will be able to:

• Identify the psychological barriers to a successful internal audit.
• Apply active listening techniques to build rapport with auditees.
• Structure an audit interview using the "Funneling" technique.
• Interpret body language and non-verbal cues during an audit.
• Manage high-stress situations and emotional responses during interviews.
• De-escalate conflicts using proven mediation and negotiation strategies.
• Deliver constructive feedback on non-conformities without causing defensiveness.
• Adapt communication styles to suit different personality types (DISC/MBTI).
• Use "Softening" language to frame difficult questions and findings.
• Facilitate a collaborative closing meeting that leads to agreed actions.
• Maintain professional independence and objectivity under pressure.
• Enhance the overall "Brand" of the internal audit function within the company.

TARGET AUDIENCE:

Internal Auditors (ISO 9001, 14001, 45001, etc.), Lead Auditors, Quality Supervisors, Compliance Officers, and HSE Inspectors.

TRAINING COURSE METHODOLOGY:

A highly interactive combination of lectures, discussion sessions, and case studies will be employed to maximize the transfer of information, knowledge, and experience. The course will be intensive, practical, and highly interactive. The sessions will start by raising the most relevant questions and motivating everybody to find the right answers. The attendants will also be encouraged to raise more of their questions and to share in developing the right answers using their analysis and experience. There will also be some indoor experiential activities to enhance the learning experience. Course material will be provided in PowerPoint, with necessary animations, learning videos, and general discussions.

The course participants shall be evaluated before, during, and at the end of the course.

COURSE CERTIFICATE:

National Consultant Centre for Training LLC (NCC) will issue an Attendance Certificate to all participants completing a minimum of 80% of the total attendance time requirement.