Section 12 - ISO 19011

Effective Communications - Section 12 - ISO 19011

Section 12 of ISO 19011 covers effective communications. Effective communications depends on the psychology of the auditee and psychology is an extremely important factor in the success of the audit. Failure to communicate effectively by taking into account the psychology of the auditee can actually yield to degradation rather than improvement of an activity or process. Primarily, because of resentful or disgruntled auditees.

Example of some proper actions from section 12 of ISO 19011:

- Evaluate the auditee’s attitude to see how receptive he/she is to the audit,

- Evaluate the situation to see whether the auditee is not in an uncomfortable position during the audit (i.e. be watched and scrutinized by his/her boss while being audited),

- Evaluate how the auditee perceives you in view of previous audits or professional relationships,

- Make the auditee comfortable by adopting an attitude, taking an action or making positive statements that will help diffuse any possible tension detected from the issues listed above,

- Ask open-ended questions and listen,

- Control the interview and make sure the auditee does not lead the interview,

- Manage your time in order to achieve the goal of the audit within the allotted time period, but be prepared to let the auditee talk as much as he/she wants as long as they stay on topic,

- Make sure the auditee understands this is not a personal audit, but an audit to determine how good the processes and system address requirements.

Here are some do's and don'ts:

Do's:

- Show interest

- Remove or reduce distractions

- Be empathic but, not sympathetic (appears biased)

- Be patient

- Ask concise and exact questions

- Focus on the customers’, organization’s and the standard’s requirements

Don'ts:

- Judge or be negative

- Lose focus

- Lose track of original question

- Interfere with auditee’s thoughts/answers

- Hear what you want to hear 

Section 1. ISO 19011 Scope reference and definitions

    Section 2. ISO 19011 Principles of auditing

    Section 3. ISO 19011 Managing an audit program

    Section 4. ISO 19011 Audit program implementation

    Section 5. ISO 19011 Audit activities

    Section 6. ISO 19011 Preparing for onsite activities

    Section 7. ISO 19011 Conducting onsite activities

    Section 8. ISO 19011 What the auditor is looking for

    Section 9  ISO 19011 Audit reporting

    Section 10. ISO 19011 Audit techniques

    Section 11. ISO 19011 Audit path

    Section 12. ISO 19011 Effective communications

    Section 13. ISO 19011 Sampling

    Section 14. ISO 19011 Audit completion and follow-up

    Section 15. ISO 19011 Competence and evaluation of auditors

This represents a summary of the section in ISO 19011:2002. It's suggested that you obtain an copy of "ISO 19011 Explanations and Definitions".