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

Target Audience:

  • CFEs and other anti-fraud professionals
  • Investigators
  • Accountants
  • Auditors
  • Lawyers and legal professionals

Delivery Format: Group Internet Based 


            Stephen Pedneault, CFE, CPA, CFF, FCPA
            Principle of Forensic Accounting Services, LLC




Satisfaction Guarantee

ACFE webinars are unmatched in scope and effectiveness and backed by our unconditional satisfaction guarantee. If you participate in an ACFE event and are not completely satisfied, please contact an ACFE Member Services Representative at or call (800) 245-3321 / +1 (512) 478-9000.

Event Cancellation Policy | NASBA Registered Learning

nasba-cpe.gifThe Association of Certified Fraud Examiners, Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

Please note: To be eligible for CPE credit for the Online Archive webinar, you must complete the final exam within one year of purchase date. You may only claim CPE credit for a course once.