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Stephen Pedneault. Managing Client Emotions in Forensic Accounting and Fraud Investigation
Table of Contents
Guide
Pages
Managing Client Emotions in Forensic Accounting and Fraud Investigation
Preface
Acknowledgments
About the Author
Introduction
CHAPTER 1 Encountering Client Emotions. EVERY CLIENT HAS A STORY
ROLLERCOASTER
END NOTES
CHAPTER 2 Choose to Address Client Emotions. EXPECT CLIENT EMOTIONS
ADDRESS CLIENT EMOTIONS
CHAPTER 3 Complicating Factors. THE CSI EFFECT
FAMILY AND “LIKE FAMILY” RELATIONSHIPS
OTHER OUTSIDE INFLUENCES – ALSO KNOWN AS “FRIENDS”
DRAWING A LINE IN THE SAND
CHAPTER 4 Identifying Client Emotions: Emotions You Will Encounter. EMOTIONS YOU WILL ENCOUNTER
NERVOUSNESS
CRYING
ANGER AND HOSTILITY
EXPECT SWEARING
SWEARING CAN LEAD TO HOSTILITY
CHAPTER 5 Identifying Client Emotions: Disbelief, Betrayal, Resentment, and Excitement. DISBELIEF, BETRAYAL, RESENTMENT, AND EXCITEMENT
DISBELIEF AND BETRAYAL
RESENTMENT
EXCITEMENT
EVERYONE HAS A STORY
CHAPTER 6 Identifying Client Emotions: Indifference, Depression, and Despair. INDIFFERENCE, DEPRESSION, AND DESPAIR
DEPRESSION
DESPAIR
INTOXICATION
SAFEGUARDING YOUR CASE
END NOTES
CHAPTER 7 Suicide
COFFEE‐SHOP MEETING
HOMICIDE
CHAPTER 8 Stages of Grief and Magical Thinking
STAGES OF GRIEF
MAGICAL THINKING
RATIONALIZATION
END NOTES
CHAPTER 9 Preparing for Client Emotions
DEVELOP YOUR OWN APPROACH
SET CLIENT EXPECTATIONS
ESTABLISH GROUND RULES
ENSURE YOUR SAFETY
KEEP CLIENTS INFORMED
BE WARY OF YOUR CELL PHONE: SET BOUNDARIES (AND EXPECT THEM TO BE CROSSED)
THE LONGEST TEXTS YOU WILL EVER RECEIVE
LOOK FOR OPPORTUNITIES FOR CATHARSIS
CHAPTER 10 Managing Client Emotions
TAKE AN INTEREST IN YOUR CLIENT'S CASE
BE PASSIONATE AND GENUINE
PRACTICE WHAT YOU PREACH
DON'T GET ATTACHED AND DON'T GET PULLED IN
DON'T LET THEM MAKE YOU FEEL BAD
TAKING A PERSONAL INTEREST VERSUS TAKING A CASE PERSONALLY
UNEXPECTED EMOTIONS
EMPATHY VERSUS SYMPATHY
CHAPTER 11 Reacting to Client Emotions. TAKE THEIR CALL (AND THEY WILL CALL, AND CALL, AND CALL)
RESPOND TO EMAILS, EVEN WHEN THEY'RE LENGTHY
LET THE CLIENT VENT
RECOGNIZE THAT CLIENT EMOTIONS ARE NOT ABOUT YOU
REMIND THE CLIENT TO BREATHE
SET A TIME FOR CLIENTS TO LISTEN
RELAX, CLEAR YOUR MIND, DECIDE WHAT TO DO, AND BREATHE …
WRITE IT ALL DOWN
FOCUS CLIENTS: KEEP THEIR EYES ON THE PRIZE
REMIND CLIENTS TO CONTINUE LIVING THEIR LIVES
CHAPTER 12 Final Thoughts
Index
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In the end, every fraud examiner wants to know the same two things – why the individual needs a fraud examiner and what the individual hopes will be accomplished by using a fraud examiner. To that end, the examiner may be tempted to borrow an approach from the 1950s series Dragnet: “Just the facts, ma'am.” That's certainly an approach I understand: Just tell me why you called my firm and what you hope we can do to help you resolve your matter. Let's keep this meeting as brief as possible. However, I have found that that approach is simply not effective in reality.
My experience has shown me that, as much as I may want to surgically extract the pertinent facts and keep irrelevant conversation to a minimum, that strategy is not successful in helping to resolve the client's matter. It's far more effective to take a little extra time to listen to their full story.
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