Are You ISO Auditor-Phobic?Written by Chris Anderson
Which is more painful: an audit or spending holidays with Aunt Sally and her green Jell-O mold? Either way, your company audit still looms in your mind, but it shouldn’t be that scary – quite opposite. Besides, even Sally “audits” herself when she makes her mold, as she tests for thickness and taste. She just wants to improve.Fix Problem So what are you going to do about your company audit? How about make an educated guess what problem is, assign someone to “fix” it, and sit back and relax…for another month or so? This is just another short-term solution. Tackle Audit Head On Instead, why not tackle audit head on, and kick its butt. A strange way to put it, maybe, but that’s how I see an audit after attending an Internal Auditor Skills Class. Don’t get me wrong, I still like managing by my own glorious opinion. But it got me thinking that maybe attitude of “just facts, ma’am” holds more water (and less hot air). Close System Gaps With role playing and actually writing up my own audit plans and reports, I got to see why unarguable evidence is so crucial to improving and even closing gaps in a company’s system. It becomes such a different world when you see firsthand all of scenes. Of course, Les Cornelius, Quality Assurance Coordinator for Lee BioSolutions, Inc., put it better than I could. “Role playing and specific examples were helpful elements because they fully exercise brain in its learning capacity and help internalize and retain teachings”
| | Putting Positive Phrases Into Your Telephone ConversationsWritten by Etienne A. Gibbs, MSW, Management Consultant and Trainer
PERMISSION TO REPUBLISH: This article may be republished in newsletters and on web sites provided attribution is provided to author, and it appears with included copyright, resource box and live web site link. Email notice of intent to publish is appreciated but not required. Mail to: eagibbs@ureach.comIf you were on customer end of a telephone conversation and were ready to place a large order, which of following phrases would make you feel welcome? * I'm sorry. I didn't get that. * I can't understand what you're trying to say. * Yes, Mr. Jones, I'll be happy to do that for you. * All right. I'll see what I can do about it. * It will take a few minutes. Would you like me to call you back? * Hold on. I'll be right with ya. * Thank you for waiting. I have that information now. * You're out of luck. We don't sell that any more.
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