Managing Client Emotions: The Softer Side of Fraud Examinations
Date: March 31, 2016 at 2 p.m. EST
Conducting fraud engagements is not limited to reviewing documents and computer files, or securing evidence to support or negate allegations of potential wrongdoing. If the investigation is properly performed, human interactions with clients, supervisors, co-workers, victims, witnesses and other professionals will be unavoidable. Depending on the nature of the engagement, emotions can run high, ranging from anger and frustration to denial and depression. Experienced practitioners recognize that emotions come with the territory. The more prepared you are to identify, address and manage the emotional issues during the engagement, the more you will prove invaluable to the team. This will then lead towards the successful resolution to the matter.
Field of Study: Communications and Marketing
Course Level: Overview
Prerequisites (recommended): None
Advanced preparation: None
Duration: 100 minutes
CPE Credit: 2
You will learn how to:
- Recognize that dealing with individuals' emotions are a large part of successfully resolving every fraud engagement
- Identify different emotions individuals may experience, including how the "Five Stages of Grief" apply in fraud investigations
- Recall strategies to manage individuals' emotions throughout the engagement, starting with setting the stage by addressing expectations at the initial meeting
- Determine a personal approach and process to identify, address and manage emotions experienced by those involve in the fraud engagement
- Differentiate between empathy and sympathy
- Recognize why it is more beneficial to address rather than ignore the emotional side of fraud investigations
- CFEs and other anti-fraud professionals
- Lawyers and legal professionals
Delivery Format: Group Internet Based
Stephen Pedneault, CFE, CPA, CFF, FCPA
Principle of Forensic Accounting Services, LLC
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