RQA Support and Grow Special Interest Group Meeting - September: Effective Communication

Effective communication is crucial, particularly in audit settings where clarity and respect are essential. Recently, the RQA Support and Grow Special Interest Group participated in a networking session focused on improving communication strategies in audits, and the insights shared are relevant for professionals across industries.

Below are the key takeaways, enhanced by direct quotes from the session participants, along with suggested video clips from our discussion to highlight these important points.

Dealing with Interruptions and Anxious Participants

Handling interruptions, especially from participants who are anxious or unsure, can be challenging. Often, these interruptions stem from nervousness or misunderstanding, especially in audit situations.

Strategies Discussed:

• Acknowledge interruptions but remain focused: Francesca Drake shared, "I usually start off by explaining the process, which helps, but if interruptions persist, I politely interject and remind them we have a schedule to keep."
• Set polite boundaries: "Politely asking them to let me finish my point before they jump in usually helps them self-reflect," added Frankie.

Navigating Raised Voices and Aggressive Comments

In high-pressure situations, it’s common to encounter raised voices or aggressive comments, particularly in audits. The group discussed how best to handle these moments without escalating the situation.

Key Takeaways:

• Stay calm and acknowledge raised voices: "Sometimes people don’t even realize they’re raising their voice," said John Cheshire . "A gentle reminder can often defuse the situation."
• Maintain respect: "I’ve experienced situations where raising an item for discussion leads to abrupt responses" added Robbie Boyle . "It’s important to maintain respect while being firm, especially when people are trying to argue or push back. You need to stand your ground but be open to further discussion or clarification."
• Non-verbal cues matter: "You can always respond in silence. Sometimes the best thing to do is be quiet, giving them space to realize they’ve crossed a line," John added.

Managing Passive Aggressiveness in Professional Settings

Passive-aggressive behaviour, while subtle, can erode the productivity of any professional setting. The team shared their experiences and approaches to addressing this issue head-on.

Solutions:

• Bring the issue to the surface: "There’s usually something bubbling under the surface," said Paul Davidson . "Ask them directly—‘It sounds like there's more to that, can you explain?’—and they’ll often realize they need to adjust."
• Use assertive communication: "Being assertive doesn’t mean being confrontational. You can set boundaries while maintaining professionalism," added Frankie.

Giving Bad News Without Sugar-Coating

Delivering critical feedback, especially during audits, is often uncomfortable, but it’s essential to be direct. Trying to sugar-coat bad news can dilute the message and lead to further misunderstandings.

Recommendations:

• Be direct but empathetic: "It’s never easy giving bad news," Paul shared, "but I’ve found that being upfront and saying, ‘This isn't going to be pleasant to hear,’ sets the right expectation."
• Set expectations upfront: "Rather than easing into it and hoping the reaction will be softer, I start by telling them this will be uncomfortable, but we need to address it," Paul explained.

Handling Complainers and Incessant Talkers

Complaints and excessive talking can derail any meeting or audit. The session highlighted how to manage these participants to keep discussions productive.

Techniques:

• Guide complainers towards solutions: "Complaints often come from frustration, but I always put it back on them," Paul suggested. "Encourage them to identify the solution, rather than just venting."
• Tactfully interrupt incessant talkers: "Acknowledging the person’s input, then saying, ‘I need to interrupt you,’ can refocus the conversation," Paul added.

The Role of Empathy in Effective Communication

Empathy is crucial in audits, especially when participants may feel anxious or defensive. Understanding their perspective can help create a more collaborative environment.

How to Apply Empathy:

• Active listening: "People often interrupt because they feel unheard," noted Frankie. "Taking the time to listen can calm anxieties and lead to more productive conversations."
• Stay factual: Christine Mitchell shared, "When delivering bad news or addressing a problem, it’s important to stay factual. This removes emotion from the equation, which can help everyone stay focused."

The Power of Assertiveness

Assertiveness is key in maintaining control during an audit without being overbearing. It’s about being clear on boundaries and respectful in your delivery.

Assertiveness Techniques:

• Be clear and concise: "Stating what you need from the conversation without sounding confrontational helps set the tone," Paul Davidson advised.
• Reiterate the facts: "Staying focused on the facts, not emotions, is the best way to handle disagreements," Christine Mitchell added.

Conclusion

Effective communication isn’t just about speaking clearly—it’s about listening, empathizing, and staying structured. In audit environments, where stakes are high and time is short, the strategies shared in this session can help professionals navigate tough conversations with confidence and clarity.

Incorporating empathy, assertiveness, and structure into your communication approach will not only improve the audit process but also foster better relationships with colleagues and clients.