Professional Documents
Culture Documents
Process
Natalie Werbitski
Meteorological Service of Canada
October 2012
Outline
Initial assessment
Identify gaps in knowledge/skills
Create training plans to target gaps
Follow up with a re-assessment
To determine value of training
Auditing principles
Communication skills
Practice!
Slide adapted from a “Internal Auditing Workshop” presentation by the Management Support Network Inc.
Auditing Principles
Maintain control of the assessment
Be prepared
Be on-time
Stay focused (remember your purpose)
Don’t intimidate
Be clear in your communication
Be professional and polite
Remember you are there to gather facts
Don’t make assumptions or presumptions
Don’t make personal judgements
Listen and observe
Take notes
Avoid misunderstandings
Summarize and review results with the assessee
Slide adapted from a “Internal Auditing Workshop” presentation by the Management Support Network Inc.
Communication Skills
Questioning techniques
Be brief, clear, and concise
Cover one point per question
Focus on the topic
Avoid yes/no questions
Use “Show me”, “Tell me”,
“Why/what/how” questions
Slide adapted from a “Internal Auditing Workshop” presentation by the Management Support Network Inc.
Communication Skills
Listening Techniques
Be neutral when listening
Restate/repeat/summarize what you have
heard to make sure that you have
understood the assessee correctly
Be reflective – show the assessee that
you care about what he/she is saying
Slide adapted from a “Internal Auditing Workshop” presentation by the Management Support Network Inc.
Practical application