How to effectively talk to the person being audited?

How to Effectively Communicate with an Auditee? Here are 8 tips every ISO auditor should know.

Whether you're an experienced auditor or just starting your ISO audit career, your responsibilities include conducting audits to obtain evidence of compliance with the requirements of a given ISO standard. One of the most common methods used by auditors to gather evidence is interviewing the employees being audited. How can you ensure the interviews proceed as planned and gain useful information? Below are some tips for ISO auditors to ensure that the interviews are fruitful and conducted in a relatively friendly atmosphere.

1. Don't look for inconsistencies at all costs

Approach the auditing process with a positive attitude. Don't assume that you have to detect the discrepancy at all costs. It's important that your demeanor as an ISO auditor is friendly, reasonable, and helpful. Therefore, before beginning the audit, try to reduce the auditee's tension and stress. You can achieve this by, for example, thoroughly explaining to the auditee the purpose of the audit and what you hope to achieve as a result.

2. Talk to the auditee, not conduct an interrogation

Another important note is that the conversation with the auditee looked like a normal dialogue between two people, not as an interrogation or a dry, question-and-answer exchange. Therefore, it's a good idea to weave questions (about systems, relevant procedures, etc.) into the general conversation whenever possible. Using this technique will make the person being audited more open and talkative, and less tense.

3. Ask open-ended questions

Pay attention to the way you ask questions to the auditee. It's best use so-called open-ended questions, to avoid short and meaningless answers like "yes" or "no." Therefore, begin your questions with the following words:

• Why?
• Where?
• When?
• How?
• Please show me/tell me…
• Who?
• What?

Also remember to the questions were not leading the person being audited to the answer or did not suggest what it should be.

Example:
By asking the question, "You always sign this document, right?" not only will the answer be short and obvious, but you also suggest to the interlocutor that the answer should be "Yes.".
You'll gain more by asking a question like: "According to procedure, this document is always required to be signed. Is this practical, or do you think it's unnecessary in certain situations?" This way, you not only start a conversation with the auditee about the document, but you can also reach specific conclusions (e.g., signing the document is unnecessary or necessary in every situation).

4. Monitor the conversation with the auditee

During the interview, the auditees will provide you with important and less important information. Your task is to capture the most important messages. When the auditee wanders off topic, bring them back on track. Be persistent and patient if you don't get an immediate answer. If necessary, ask the right question again.. You can also rephrase the question slightly or ask it to someone else.

5. Don't engage in excessive discussion

It's nice to chat. Such conversations certainly relieve emotions and tension in the person being audited. However, remember that you have limited time to talk with the auditee, and its purpose is to obtain information that interests you. Therefore be balanced and try to avoid excessive discussions, that go beyond the audit scope. This isn't an easy task, especially when the person being audited is a good friend. However, you'll gain experience over time as you develop your ISO auditor career.

6. Present your final conclusions

At the end of the interview, present your final conclusions to the auditee. This will help you make sure that you have understood the auditee correctly and that you both agree on the results of the interview.. Explain your conclusions in a clear and simple way. It is important to be sure regarding the conclusions drawn – this way you will avoid unnecessary conflicts with the person being audited. It is also good if they are supported by appropriate records. Then you will have black and white confirmation that your conclusions are correct.

7. Support yourself with other evidence

Conversing with the auditee is the most popular method of gathering evidence. You can gather a lot of valuable information in a short time. However, remember that Sometimes oral evidence can be misleading. This is why it is good if you confirm them with other evidence obtained in the form of documents, records or direct observation.

8. Be patient and don't get discouraged

If you're a beginner auditor or have some experience but feel unsure about interviewing auditees, don't be discouraged! Remember, practice makes perfect. Beginnings can be challenging, but Over time, you will find your own style of conversation and learn to "feel" the interlocutor. So, whether you're an experienced auditor or just starting out, with each subsequent audit you complete, you gain confidence and valuable experience.