Author’s note: The names and characters in this article are purely fictional and are used as placeholders. Any resemblance to real persons, living or dead, is purely coincidental.
Meet Michael “The Chief” Edwards: Michael Edwards, a seasoned veteran with two decades of experience in the commercial department, considered himself the undisputed ruler of his realm. Having witnessed countless audit engagements, he had grown indifferent to the process. However, a recent near-miss with a potential customer had cast a spotlight on the department’s practices, triggering a new audit. Emily, a bright-eyed internal auditor with a nose for potential problems, decided to dig deeper into Michael’s “unchanging” procedures.
Enter Emily, the Internal Auditor: Emily approached Michael with a friendly smile. “Another audit, eh?” Michael sighed. “Don't worry, we'll get through it. Same song, second verse.” Emily decided to play along: “Well, maybe we can add a few new verses this time around, Chief.”
A flicker of surprise crossed Michael’s face.
The Brick Wall of Complacency: As Emily began her review, she quickly encountered Michael’s wall of indifference. His responses were filled with phrases like, “We’ve always done it this way” and “Nothing much ever comes of these audits anyway.” Emily needed a strategy to break through Michael’s complacency.
Here is how Emily navigated the situation:
- Acknowledge and Validate: Emily started by acknowledging Michael’s extensive experience, saying, “I understand you've been here a long time, Mr. Edwards. Your expertise is valuable.” This recognition helped to disarm Michael’s initial resistance.
- Shift the Focus: Rather than focusing on finding faults, Emily redirected the conversation toward improvement. “The purpose of the audit isn't to point fingers, but to identify areas where we can strengthen our processes and make things even better,” she explained. This intrigued Michael, making him wonder where there was room for enhancement.
- Present Data, Not Just Rules: Emily provided data-driven insights on potential inefficiencies or risks associated with the existing procedures. Facts and figures often carried more weight than just regulations, making the case for change more compelling.
- Collaboration, Not Confrontation: Emily framed the audit as a collaborative effort. “Let's work together to see how we can refine these procedures to make them more efficient and effective,” she suggested. This approach fostered a sense of ownership in Michael, making him more receptive to the process.
- Highlight Long-Term Benefits: Emily explained how improved processes could benefit the entire department, not just in terms of efficiency, but also in customer satisfaction and overall performance. This linked the audit directly to Michael’s pride in his department.
The Result: While Michael wasn’t completely transformed overnight, Emily’s approach gradually chipped away at his complacency. He began to engage in discussions, even suggesting some process modifications himself. The audit resulted in actionable recommendations for improvement, with Michael’s tacit support for implementation.
Lessons Learned: Difficult auditees can pose a challenge, but with the right approach—acknowledging experience, focusing on improvement, presenting data, collaborating and highlighting long-term benefits—internal auditors can navigate even the most resistant personalities.
Remember, even a seasoned chief might be open to a new perspective, especially when faced with a changing market landscape and a potential competitive threat.
