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Claudelle von EckChief Executive Officer of the IIA SA

How to deal with difficult people (CCM) 13-14 November 2017
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2017-11-13 to 2017-11-14
When: 13-14 November 2017
Registration starts at 8am
Where: Corporate Conference Centre
101 Edward Drive
Dowerglen
Johannesburg, Gauteng 
South Africa
Contact: Project Coordinator: CPD and Events


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CONF

Presenter/s: Leani van Heerden
Duration: 2 Days
CPD Hours: 16
Fees
ex VAT
incl VAT
  Member:
R4 117.55
R4 694
  Non-Member:
R4 990.35
R5 689

Key Objectives of this couse

Internal Auditors need to understand their own and other patterns of behaviour to enable effective relationship-building with their clients and colleagues. The key objective of this course is to provide delegates with the necessary tools to improve on their behavioural patterns and communication skills. This encompasses effective relationship building, communication, presentation skills, interviewing, marketing/selling and conflict
management tools and techniques.

Course Outline - Seminar Objectives
  1. Introduction – Creating the Context of Human Behaviour (the “Ice Cream” model) Building the case for Self-development – understanding myself; understanding others’ behavior; and appreciating how I can influence others in a positive / destructive manner.
  2. Interpersonal Skills needed by Internal Auditors during the entire Audit Process
a. Obtaining / Gathering Information from all levels of   management and staff
  • Understanding and dealing with different types of personalities
  • Rapport-building
  • Verbal and non-verbal communication (Unwritten Rules)
  • Effective Presentation Skills
  • Body language (various video clips case studies)
  • Dress code
  • Interview and listening skills
  • Interview Techniques
  • Listening Blocks (practical case study hand-outs)
  • Preparing and Planning for the Interview
  • Conducting the Interview and De-briefing
  • Real and Fake Listening
  • Listening Skills
  • Techniques to Improve your Listening Skills
  • Various practical case studies: “The Prisoner’s Dilemma” (dealing with issues of listening skills; ethics; assumptions; and diversity management) and other Internal Audit case studies (role plays, planning and conducting the interviews)
b. Discussion of Audit Findings and Reports with all levels of management and staff
  • All of the above sessions refer
  • Selling/marketing audit findings (selling/marketing principles)
  • Conflict Management (Dealing with bullies and cry babies (short video, “Everybody Loves Raymond)).
  • Five Different conflict management styles – identified and analysed – understanding your own style and the style of others
  • Negotiation Skills (How to convince management of the significance of your audit findings and how to approach and convince different types of personalities)
  • Practical Case Studies: Client-specific Environment
Course Duration
The above modules take two days to complete. Workshop participants will be provided with a Workshop Booklet. Case studies will be tailored for the client’s specific environment.

The course addresses the following key areas:
  • The Case for Self-development (Self-assessment of interpersonal skills)
  • The Context of Human Behaviour
  • Understanding and dealing with different personalities (Type A/B); Self-assessments
  • Behavioural Patterns (understanding your own and others’)
  • Verbal and non-verbal communication (Unwritten Rules, including short video)
  • Rapport-building
  • Body language (short video)
  • Interview and listening skills
  • Interview Techniques
  • Listening Skills (including practical exercises)
  • Listening Blocks (practical case study hand-outs)
  • Case study: “The Prisoner’s Dilemma” (dealing with issues of listening skills; ethics; assumptions; and diversity management)
  • Selling/marketing audit findings (selling/marketing video)
  • Conflict Management (Dealing with bullies and cry babies (short video, “Everybody Loves Raymond))
  • Negotiation Skills (How to convince management of the significance of your audit findings and how to approach and convince different types of personalities)
  • Practical Case Studies: Client-specific Environment
  • Conclusion – what have we learned?

Who should attend?



Level 1
Entry or introductory level for those requiring a fundamental understanding of the subject.
Level 2
Internal auditors who are already practicing internal audit and have a basic understanding of the subject
Level 3
Supervisory/competent/senior internal auditors: those who already have a sound, practical grasp of the fundamentals of internal auditing and manage staff
Level 4
For advanced internal auditors: Auditors with excellent understanding of topics being presented, who are interested in exchanging knowledge with instructors and other participants

A 10% discount applies if 2 or more participants from the same company attend this course.
Please be advised of the event terms and conditions.
Delegates are also requested to review the content and the levels of the courses presented before booking, to ensure they are attending the right course.

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