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Any Answers answered: Communicate the value of audit

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5th Aug 2016
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Developing relationships at work can be difficult. This is no truer than for an auditor, whose presence does not naturally lend itself to amiable companionship - especially for one trainee who finds building client relationships difficult.

This was the dilemma recently presented on Any Answers by a trainee auditor, who recognised the importance of making clients happy when moving up the profession’s ranks.

Scrutinising their interpersonal skills the trainee auditor said: “I've always been fairly quiet and not too sociable, so to meet someone completely new is difficult for me.”

Turning to the community, the auditor sought advice outside the typical ‘smile more’ confidence-building rhetoric.

Moonbeam sympathised with the trainee, after fielding auditors’ questions on behalf of clients. “I've always been struck by the courteous nature of the auditors. Of course, that makes me want to help them more”.

Dialm4accounts echoed this. “Recognise that your presence on-site is going to cause inconvenience for the staff. Be super-polite and grateful to them - and send them a box of chocolates afterwards!”

Stressing about being liked, rather than focusing on the job at hand can exacerbate those anxious feelings, not diffuse them.

Rather than planting on a smile, Winton50 recommends inventing a professional persona, after this process helped them overcome shyness. “Imagine this new person is confident, outgoing without being pushy and can ask questions without feeling stupid or self-conscious.  

“Each day before you walk into the client's office put on this persona and take it off when you leave,” Winton50 added.

Get along with the client, maintain professionalism

AccountingWEB contributor and auditor Steve Collings told AccountingWEB that throughout being an auditor you will often be labelled as a ‘hindrance’ and being seen as the person who “causes disruption and asks hundreds of questions”.

But Collings reassured the AccountingWEB member not to be downhearted by this. “Not all clients take this view and the majority that you are likely to meet throughout your career will be extremely friendly, co-operative and be very accommodating.” 

To overcome daunting on-site visits and strike up a relationship with clients Collings recommended the trainee auditor makes an effort to “break the ice” with “little conversations”. For example, ask about their weekend or ask the accounts department staff whether they would like anything from the shop at lunchtime, Collings suggested.

Having been on the other side of an audit during his years spent working in industry, Collings is fully aware of the importance of being “human”, considering how busy the accounts staff will be during your stay.

“It is often best to speak with the accountant of the client (or the director) to see how best to accommodate audit-related requests for information/questions. Saying you 'would like to minimise disruption as far as possible' often gets the client onside because this shows them that you are taking their workloads into consideration,” he said.

“However, it is important that the accountant/directors understand that you have to obtain a certain level of information from the client in order that the engagement partner can form their opinion on the accounts and getting this across in a friendly way is important at the outset.”

Finally, Collings advised the trainee to not get bogged down by their interpersonal skills expectations. “Building client relationships, whether as an auditor, tax practitioner or general practitioner, is something that is done over the course of time; it isn't something that just happens and as you develop into the role, you will find that your confidence increases.”                             

How have you coped in a similar environment? Do you have any tricks you use to break down shyness barriers when dealing with clients? 

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