How to Calm a Nervous Auditee

F

Frankie11

#1
Performing a gap analysis today, I approached a machine operator, explained why I was there and started chatting/asking questions while I watched him work. I noticed he seemed quite tense and within 5 minutes he made a mistake in his work. I asked if I was making him nervous and he said yes. I apologised, tried to assure him that he had nothing to be nervous about and then left him to his work.


He has only been with us about 6 months and is quite young (first proper job).


I've been internal auditing for about five years and this is the first time I have come across someone who wasn't comfortable speaking with me.


I thought it would be interesting to hear about other people's experience. Is this common? Any hint, tips or success stories about reassuring a nervous auditee?


I feel bad that I caused him stress and would like to be able to handle this situation better in the future.
 
Elsmar Forum Sponsor
#2
Performing a gap analysis today, I approached a machine operator, explained why I was there and started chatting/asking questions while I watched him work. I noticed he seemed quite tense and within 5 minutes he made a mistake in his work. I asked if I was making him nervous and he said yes. I apologised, tried to assure him that he had nothing to be nervous about and then left him to his work.


He has only been with us about 6 months and is quite young (first proper job).


I've been internal auditing for about five years and this is the first time I have come across someone who wasn't comfortable speaking with me.


I thought it would be interesting to hear about other people's experience. Is this common? Any hint, tips or success stories about reassuring a nervous auditee?


I feel bad that I caused him stress and would like to be able to handle this situation better in the future.
Hmm - what has his supervisor been doing? In some ways, the auditor role isn't much different to being a supervisor and asking someone to show how to do something...
 

Ajit Basrur

Staff member
Admin
#3
Frankie11,

Yes, you will find different types of auditees within the very same audit right from nervous to very proud.

There could be various reasons for the auditee to be nervous - job security (some fear), limited knowledge on job, incompetency, fresher etc. So probably try to understand what particular reason did your auditee has ?
 

harry

Super Moderator
#4
1. Calming an auditee is part of the skills in an auditors toolbox. I recognize that very little is covered in the auditor training course due to limited time but it could be augmented with other training such as those related to 'communication'.

2. Bigger organizations with auditors coming from outside (other plants or departments) ought to have opening meeting for 'ice-breaking' purpose.

3. The guide who accompany the auditor can play a useful role in this instance by 'breaking the ice' or introducing the auditor and saying a few words about the purpose of the audit and then reinforced by the auditor himself.

4. The relevant person in charge could have prepared those 'jittery' operators psychologically in advance.
 
#5
I feel bad that I caused him stress and would like to be able to handle this situation better in the future.
Kudos to you for starting this discussion. It is an important one. From what you told us, I would think that you handled it as well as can be expected. Moving on from there, you also have the opportunity to take things a step further and gain a staunch ally in the process: I would go back there and chat with the bloke, maybe a couple of times... about just about anything but audits, just to get to know him and get him to know and trust you.

I think most of us have been in similar situations once or twice, and I seem to recall that Randy even told us about someone fainting :mg: right in front of him. When I was new in my current position I noticed that I made quite a few people twitchy during audits, and just like you I got a bit concerned, wondering if I was doing something wrong. As it turned out I was not, but I soon learned that a previous auditor had been using a rather harsh approach and scared the bejesus out of some people. They were actually wary about being yelled at.:nope:

Obviously, it took me a while to earn their trust after that experience, but today we are all the better for it: It forced me to spend a lot of time in the workshop when I was new in the company, and 17 years later I still benefit from that every day.

/Claes
 
P

pthareja

#6
Performing a gap analysis today, I approached a machine operator, explained why I was there
and started chatting/asking questions while I watched him .... who wasn't comfortable... work

I feel bad that I caused him stress and would like to be able to handle this situation better in the future.


AndyN said:
what has his supervisor been doing?

Basrur said:
reasons for the auditee to be nervous - job security (some fear), limited knowledge on job, incompetency, fresher etc. what particular reason did your auditee has ?

harry said:
Calming an auditee is part of the skills in an auditors toolbox.



Gr8
Illustrates the jumping of ideas.

Could be the auditor- auditee communication sideline the QMP- Factual Approach to Decison Making, while building trust?
Well Ajit Basrur is possible right in anticipating lack of competence & confidence on the part of operator?
Or the auditor asserted strongly rather than a casual stare! Well we indeed can not rule out the role of auditor to maintain harmony in the process?

This world is still a jungle, when measured in context of Quality
And I remain still an ass, trying to shed away some more stupidity!

P Thareja
 

somashekar

Staff member
Super Moderator
#7
Some of the most nervous auditee are the senior management personnel who have all the authority and experience. Noticing a nervous auditee must not become an audit output.
When an audit gets scheduled, the responsible managers of the audited process must through the next levels take this audit information down up to the operator. When an auditor approaches, the operator must be aware of the purpose of the audit and know his responsibility towards audit. He must be trained to call upon his supervisor in case the audit question is beyond his comprehension. Under this sceanerio, the auditor can handle the still nevous auditee more effectively.
 
Last edited:

BradM

Staff member
Admin
#8
Hi Frankie11! You have asked a good question. :agree1:

Performing a gap analysis today, I approached a machine operator, explained why I was there and started chatting/asking questions while I watched him work.
Not to dismiss the rest of your post, and with emphasis added, that is a key part of this, IMO. Especially with an internal auditor, I'm generally comfortable answering questions and such. However, an internal auditor watching me work is a different story; anyone watching me work is another story. :)

The Hawthorne Effect is still alive and well. I might suggest either not watching individuals while they are working, or watch them without them knowing you are watching them. Note: that doesn't mean spying, cameras, and such; but casually watching them without having the pressure of knowing they are watched. :)

If it is something you need to observe, you will need to account for the Hawthorne Effect, Halo Effect, John Henry Effect; etc.
 

Mikishots

Trusted Information Resource
#9
Performing a gap analysis today, I approached a machine operator, explained why I was there and started chatting/asking questions while I watched him work. I noticed he seemed quite tense and within 5 minutes he made a mistake in his work. I asked if I was making him nervous and he said yes. I apologised, tried to assure him that he had nothing to be nervous about and then left him to his work.


He has only been with us about 6 months and is quite young (first proper job).


I've been internal auditing for about five years and this is the first time I have come across someone who wasn't comfortable speaking with me.


I thought it would be interesting to hear about other people's experience. Is this common? Any hint, tips or success stories about reassuring a nervous auditee?


I feel bad that I caused him stress and would like to be able to handle this situation better in the future.

I've come across few different reactions, but three stick out in my mind: those that really like it and look forward to the activities, those who are terrified, and those who are p***** that you even dare to come into their area and start asking questions.

It's the last group that are the most difficult to deal with, but generally I have found that I can calm them down (as mentioned in a previous post, it's something you need to have in the toolbox, among other things).

I've consistently found that people react with fear or anger because they do not understand why the audit is occurring or what it's for. Once this is explained carefully and correctly, it normally turns out to be a good experience.

That is, until you assign the corrective actions; then they fear and hate you all over again.:lol:
 

RoxaneB

Super Moderator
Super Moderator
#10
I've often found nervousness while performing audits. Usually, at this point, I put my pen (and paper) down and we just have a talk. It starts off about any local sports or events...moves towards the company...and then focuses on the job. Once they get going, I cite having a horrible memory and ask if I can write things down.

It's all well and good for me to say "I'm here to look at the process not point fingers if things are wrong", but that doesn't always work.

Plan C...a shot of vodka for both of us.
 
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