• R+R-R = R+R• Rules and Regulations minus

Relationships equals Resentment and Rebellion

The Most Technical Slide of the Day

Tools, Tips, and Idea Sharing

Building Audit-Client Relationships

WNY IIA Summer Event June 11, 2014Building Audit-Client Relationships

1. Building Street Cred(ibility)

A. Know the Business

B. Build a (Human) Relationship

C. Kick-Off Meeting

• Know the Business – Put in the research before planning – Have you ever tried planning an audit of a business you know nothing about?

Doesn’t work. • Meet with the Client

– Make it personal; Chew the Fat• Kick-Off Meeting

– Invite everyone– First Date– Humanize your audit team– Expectations– Empathy– Feelings– Sense of Comfort

1. Building Street Cred(ibility) Audit Preparation and Planning

Build trust, respect, and worth. “Why are you worthy to audit

my business? Why should I respect your opinion? How are you going to earn my trust?”

2. Combating Unprofessional Skepticism

A. Preconceptions

B. Confident Humility

C. Exercising Objectivity

• “Audit Report was written before you walked in the door”

• Confident Humility– The Know-It-All Auditor

• Exercise objectivity when evaluating the control environment

2. Combating Unprofessional Skepticism

3. The Fuzz

A. Columbo Method

B. Listening Skills

C. Remaining Impartial

• This is not an investigation

• Columbo Method– Ask open-ended, non-threatening questions – then clarify

• Use non-confrontational language

• LISTEN

• Remain Impartial– We are not here to judge them or their work

3. The FuzzColumbo vs. The FBI

4. No Surprises

A. Weekly Update Meetings

B. Human Contact

C. Format your Findings

• Opt for human contact (person, phone, virtual)• Weekly Update Meetings (Bi-weekly minimum)

– Audit Status– Outstanding Items (Take the time to “thank” the client for

their commitment and cooperation)– Discussion Items– Feedback (What can we do better?)– Questions

• Discuss findings as they arise (Refer to The Proverbial Bus) – plate them aesthetically

• Present finding to management in the Audit Report format

4. No SurprisesConstant Communication

5. The Proverbial Bus

A. Presentation of Findings

B. The “So What” Test

C. Bottom Up Presentation

• Getting thrown ‘under the bus’• Start internally within Audit with the “So What?” test• Build trust through an open-mind and understanding• Bottom up approach – we don’t know what we didn’t ask• Update Meeting

– Be mindful of the attendees– All findings should be vetted before being presented

to upper management

5. The Proverbial BusThe Presentation of Findings

6. Save the Drama for your Mama

A. Don’t be an Alarmist

B. Spoon Full of Sugar

C. Measuring Success

• Don’t be an alarmist– “The British are Coming!”

• No need to gloat• Communicate the value or benefit that will be created in

addressing the issue– This should be the highlight of the finding presentation– Mary Poppins

• Success is not measured by the number of findings. Success is measured by the lack of findings as controls improve.

6. Save the Drama for your MamaIt’s Not About You

7. The Back Seat Driver

A. What is the Mission of Internal Audit

B. Tell Them

C. Show Them

• Doesn’t participate in helping you get to your destination but will surely point out all the wrong turns you’ve made along the way

• Identify misses (it’s our job), but do so with the intent to help the client’s business (and our company) succeed

• Remember ‘Plating’ – the presentation of findings does not need to be done in a criticizing or patronizing way

7. The Back Seat Driver

Tools, Tips, and Ideas Recap

What Did We Talk About Today?

Build Your Street Cred(ibility)

Don’t Back Seat Drive

Take the Columbo Approach

Success is Getting it Right

Check Unprofessional Skepticism at the Door

Constant Communication

Keep Your Clients Out from Under the Bus✓

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Mission