Читать книгу Managing Client Emotions in Forensic Accounting and Fraud Investigation - Stephen Pedneault - Страница 2
ОглавлениеTable of Contents
1 Cover
5 Preface
9 PART ONE: Why Address Client Emotions? 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
10 PART TWO: What Emotions Will Be Encountered? 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
11 PART THREE: Client Emotions: Strategies Toward Success 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
12 Index
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