Audit Communication Tips (w Chinese).ppt

Audit Communication Tips审查沟通的技巧  Getting Started... 入门指引 Body Language 身体语言 Body Language 身体语言 Body Language 身体语言 Auditor may use facial expressions to solicit answers审查员可以用面部表情,征求答案 disbelief (shaking of head from side to side or an insincere smile) 难以置信(左右摇晃头或虚伪的微笑) confidence/assuring (nodding of head up and down) 信心/安心(向上和向下点头) puzzled or curious (eyebrows pulled together, head tilted) 疑惑或好奇(眉毛在一起,头部倾斜) upset (frowning) 不高兴(皱眉) Body Language 身体语言 Auditor may use their voice to solicit answers审查员可利用他们的声音来寻求答案 steady and consistent (confident) 稳定和连贯(信心) shaky (nervous) 颤抖(紧张) low volume (depending upon the audit environment, may be trying to catch your attention) 低量(取决于审查环境,可吸引你的注意) loud (depending upon the audit environment, may be overconfident or hiding their own fears) 响亮(取决于审查环境中,可能过于自信或隐藏自己的恐惧) Body Language 身体语言 Remember these are signals for you to observe the auditor or be observed, here are others: Brief Responses- 记住,这些都是你观察审查员或审查员观察你的信号, 下面是一些简短的回应-- “uh huh” (affirming or condescending depending upon inflexion) 嗯哼 (取决于拐点,肯定或优越感) “are you sure” (testing your response) 你相信 (测试你的反应) “yeah” (depending upon inflection, could mean affirmation or disbelief) “yeah (取决于拐点,可以是肯定的意思或者难以置信) “ok”, “alright”, “sure” (affirmation) “ok , 好吧 , 相信 (誓词) Listening 倾听 Listening 倾听 The Do’s Don’t ’s of Communicating沟通时的该做与不该做 The Do’s: 该做 Speak clearly说清楚 Stay focus保持焦点 Answer the question directly with examples, verbal or physical. Avoid yes or no answer 口头或身体语直接回答这个问题与举例子,避免答是或否 Consider the auditor’s feelings考虑审查员的感受 Maintain eye contact without staring保持眼睛的接触,无瞪眼 Make sure that your tone matches your body language让你的语调及身体语言一致 Remain cool if you feel that you are under pressure如果你觉得有压力,要保持冷静 Be receptive to auditor’s point of view. Do not insist on your own views接受审查员的观点,不坚持己见 The Do’s Don’t ’s of Communicating沟通时的该做与不该做 The Do’s: cont... 该做: 继续… If the auditor appears to be confused, ask if you are responding correctly. 如果审查员混淆,请问他你的回应是否正确 As