Auditors - the Salesmen of the QM System

When the auditor announces ones visiting, it often smacks of an audit with possible consequences, especially for employees in companies. However, the auditor is much more a partner who motivates and helps to improve processes for the benefit of all.

An audit cannot be compared to a technical inspection, such as those carried out by the hygienists of the regulatory authority or experts from inspection companies. For example, a company decides voluntarily to undergo a QM audit. The goals are the improvement of processes, the increase of quality or the achievement of sustainability objects that the company has defined for itself. In this respect, the auditor does not come as a bad-tempered controller who wants to convict the company, like a tax investigator. Rather, he or she is a communicative partner who, together with the management, department heads and employees, wants to find out which of the defined objects have already been achieved and where improvements still need to be made.

Communication Skills are particularly Required of Auditors

In accordance with this task, auditors are very constructive in their communication, are open to contradictions or criticism and emphasise in the dialogue the advantages of a successfully functioning QM system for all those involved. Just like in sales, it is the auditor's task to present the jointly designed QM concept as a success story from which everyone benefits equally - including the employees in the company. Of course, the auditor also compares the current status with the target status to be achieved. But he or she does not content himself or herself with pointing out mistakes and ticking them off as malus on his list. Rather, he or she sees himself or herself as a problem solver who, together with the employees and the responsible management level, develops proposals to remedy the identified deficiencies quickly and unbureaucratically.

An experienced auditor knows how to win over his or her interlocutors for a common goal without giving them the feeling of having failed or of having failed. Therefore, this task requires not only a great deal of professional competence and expertise, but at least as much tact and empathy. Auditors are communication professionals and accomplished salespeople who allay fears, build bridges and turn sceptics into team players. Their product is a QM system that takes everyone an important step further. The auditor can only be successful if he or she wins over his or her interlocutors for himself or herself and the cause and convinces them all along the line.

Auditor and Salesperson - these Qualities distinguish both:

• Being able to listen well: Only when the counterpart feels understood and taken seriously does a serious bond develop.
• Obvious knowledge and interest: A good auditor knows (by listening) what makes a company and its employees "tick" and responds to this gently and with foresight.
• Exude expertise and experience: The effect on the interviewer in the first few minutes is crucial. If you radiate seriousness, experience and self-confidence, you will be able to build bridges in no time.
• See objections as an opportunity: Those who take up concerns and objections in order to use them for improvements instil confidence in their counterparts.
• Radiate genuine conviction: The auditor must be 100 per cent convinced of his or her concept and its positive impact. Only then can he or she inspire the team in the company.
• Believe in the benefits for all: QM is always an improvement in the interest of all. This is exactly what the auditor must live and radiate.

Conclusion

An audit is a bit like Christmas - announced and yet surprising. To make the audit a positive Christmas experience, auditors need skills like good salespeople.

Hermann Müller
EUR ING, Dipl.-Ing.(FH)
Mediator + coach in business and the world of work