By Kelly Rusbatch

Is it you? As an auditor, you might wonder if your presence and approach are what make auditees uncomfortable. Understanding the psychology behind interviews is crucial for gaining genuine insights. How do you make auditees comfortable? What does discomfort indicate? Could it reflect deeper organizational issues, or perhaps something the interviewee is hiding? Let’s dive into these questions and more.

Imagine stepping into a company—or logging into a virtual audit session—where everyone is on high alert, eager to present their best selves. Your role isn’t to intimidate but to understand and help improve. As Simon Sinek famously said, “People don’t buy what you do; they buy why you do it.” Delving into the ‘why’ behind a business’s processes and practices is essential.

The real challenge in auditing

In the dynamic world of auditing, the real challenge isn‘t just about technical compliance—it‘s about connecting with people. Whether you‘re conducting an on-site audit or a remote session, have you considered how your approach affects the psychology of the interview? Auditees might feel anxious or defensive, fearing that their every move is under scrutiny.

Why should I care if I make them uncomfortable?

You might wonder, why should I care if I make auditees uncomfortable? After all, isn’t discomfort a sign that I’m doing my job? Although your primary role is to audit, creating an environment where auditees feel comfortable encourages openness and honesty. When people feel at ease, they are more likely to share valuable insights and information that can improve the organization‘s practices.

Preparation: the secret weapon

Preparation is your secret weapon. Understanding the company’s history and recent developments allows you to ask insightful questions about the evolution of their business, their roles, and the improvements they’ve made. For instance, asking, “How has your process evolved recently?” or “What challenges have you faced?” can yield valuable insights and build trust.

Empathy and positive reinforcement

Positive reinforcement is your ally. Acknowledge efforts and achievements before delving into areas of improvement. This eases defensiveness and encourages open dialogue. For example, “I noticed your team has implemented a new quality control system. Can you tell me more about how that came about?” shows appreciation and genuine interest.

Drawing from my background in sociology and years spent balancing part-time customer service jobs to fund my studies, I’ve learned the importance of empathy and communication. My work in cancer research further honed these skills, blending empathy with compliance to navigate sensitive situations. These experiences taught me the value of understanding people’s stories and perspectives, which is essential in auditing.

Reading nonverbal cues

Discomfort during an interview can signal various issues. Is the person avoiding eye contact, fidgeting, or providing rehearsed answers? These cues might indicate organizational issues, such as a culture of fear instilled by management, or personal concerns, such as having something to hide. But consider this: Is it you they are reacting to? Perhaps they have nothing to hide but are reacting to the presence of an auditor. Active listening and observing nonverbal cues can help you gauge when to dive deeper, whether in-person or virtually.

Engaging multiple perspectives

Gaining multiple perspectives is vital. Interview people across different roles to piece together a comprehensive picture. Each viewpoint adds a layer of truth, helping you see the facts in line with the standards. Respecting these diverse perspectives ensures a fair and thorough audit.

Facilitating constructive dialogue

Your goal is to facilitate a constructive dialogue, not a cross-examination. By focusing on the evolution of the business, their roles, improvements, and challenges, you create a narrative that aligns with the standards. This approach fosters a collaborative environment where the true state of their management system can be assessed and enhanced.

Embrace the discomfort

Discomfort during an interview is not always negative. It can be a powerful indicator that something is amiss. Instead of glossing over these moments, embrace them. Discomfort can be a gateway to deeper truths. Use it as an opportunity to ask probing questions and uncover hidden issues that might otherwise remain unnoticed.

In essence, your role as an auditor transcends mere compliance checks. It’s about using interpersonal effectiveness to engage, understand, and inspire improvement. By preparing thoroughly, building trust, and valuing multiple perspectives, you ensure that your audits are not only comprehensive but also beneficial for the organization, setting a standard for excellence in the industry.

Whether conducting on-site audits or remote sessions, your ability to connect with auditees can make all the difference. Let’s embrace the psychology of the interview and unlock the true potential of our audits.

About the author

Kelly Rusbatch is the founder and director of Adaptable Quality as well as an Exemplar Global-certified ISO 9001 lead auditor.