| Effective communications depends on the psychology of the
auditee and psychology is an extremely important factor in the
success of the audit. Failure to communicate effectively by taking
into account the psychology of the auditee can actually yield to
degradation rather than improvement of an activity or process.
Primarily, because of resentful or disgruntled auditees.
Example of some proper actions:
- Evaluate the auditee’s attitude to see how receptive he/she is
to the audit,
- Evaluate the situation to see whether the auditee is not in an
uncomfortable position during the audit (i.e. be watched and
scrutinized by his/her boss while being audited),
- Evaluate how the auditee perceives you in view of previous audits
or professional relationships,
- Make the auditee comfortable by adopting an attitude, taking an
action or making positive statements that will help diffuse any
possible tension detected from the issues listed above,
- Ask open-ended questions and listen,
- Control the interview and make sure the auditee does not lead the
interview,
- Manage your time in order to achieve the goal of the audit within
the allotted time period, but be prepared to let the auditee talk as
much as he/she wants as long as they stay on topic,
- Make sure the auditee understands this is not a personal audit,
but an audit to determine how good the processes and system address
requirements.
Here are some do's and don'ts:
Do's
- Show interest
- Remove or reduce distractions
- Be empathic but, not sympathetic (appears biased)
- Be patient
- Ask concise and exact questions
- Focus on the customers’, organization’s and the standard’s
requirements
Don'ts
- Judge or be negative
- Lose focus
- Lose track of original question
- Interfere with auditee’s thoughts/answers
- Hear what you want to hear
The links below are excerpts from the our
e-book "Explanations and Definitions
for ISO 19011:2002"
Section 1. ISO 19011 Scope
reference and definitions
Section 2. ISO 19011 Principles of
auditing
Section 3. ISO 19011 Managing an
audit program
Section 4. ISO 19011 Audit program
implementation
Section 5. ISO 19011 Audit
activities
Section 6. ISO 19011 Preparing for
onsite activities
Section 7. ISO 19011 Conducting
onsite activities
Section 8. ISO 19011 What the
auditor is looking for
Section 9 ISO 19011 Audit
reporting
Section 10. ISO 19011 Audit
techniques
Section 11. ISO 19011 Audit path
Section 13. ISO 19011 Sampling
Section 14. ISO 19011 Audit
completion and follow-up
Section 15. ISO 19011 Competence
and evaluation of auditors
This represents a summary of the section in ISO 19011:2002. It's
suggested that you obtain an actual copy of the standard to refer to
for auditing program purposes.
EBook
"Explanations and Definitions for ISO 19011:2002"
Online
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