Danny M. Goldberg - People-Centric Skills: Interpersonal and Communication Skills for Financial Professionals

1. Chapter 5
2. Chapter 7
3. Chapter 9
4. Chapter 11
5. Appendix

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Second Edition

DANNY M. GOLDBERG

Copyright 2020 by John Wiley & Sons, Inc. All rights reserved.

Edition History

John Wiley & Sons, Inc. (1e, 2014)

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

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Library of Congress Cataloging-in-Publication Data

Names: Goldberg, Danny M., 1975- author.

Title: People-centric skills : interpersonal and communication skills for financial professionals / Danny M. Goldberg.

Description: Second edition. | Hoboken, New Jersey : Wiley, [2020] | Includes bibliographical references and index.

Identifiers: LCCN 2020008262 (print) | LCCN 2020008263 (ebook) | ISBN 9781119669302 (paperback) | ISBN 9781119669333 (adobe pdf) | ISBN 9781119669319 (epub)

Subjects: LCSH: Communication in organizations. | Interpersonal communication. | Auditor-client relationships. | Conflict management. | Problem solving. | Corporate culture.

Classification: LCC HD30.3 .G63 2020 (print) | LCC HD30.3 (ebook) | DDC 658.4/095dc23

LC record available at https://lccn.loc.gov/2020008262

LC ebook record available at https://lccn.loc.gov/2020008263

Cover Design: Wiley

Cover Image: Zach Dobson Photography

To my kids, Caleb and Liora, who continue to inspire and amaze me and are becoming great communicators in their own right.

OVER THE COURSE of my 40-plus years in the internal auditing profession, I've had the privilege of meeting thousands of practitioners from around the world whose personalities are as varied and fascinating as their cultures. My experiences provide ample evidence to dispel an unfair and lingering stereotype that internal auditors are, well, dull.

Another typecast paints all internal auditors as shy and awkward introverts. I must admit (sheepishly) that one of my favorite jokes about internal auditing plays on this stereotype:

Q: Did you hear about the extroverted internal auditor?

A: He looks at your shoes when he talks to you.

But this, too, is an unfair and inaccurate portrayal. So why does it persist?

Part of the answer lies in the kind of work we do and how we do it. The only interaction many people have with internal auditors is fraught with concern.

Oh no! Why is our department being audited? What is internal audit looking for? Why are they poking around my records? Did I do something wrong?

With such tension as a backdrop to the internal auditor walking in the door, first impressions with our engagement clients go a long way toward establishing how they perceive our profession. If a team of auditors comes in the door with a no-nonsense and standoffish attitude, demanding records and pontificating about independence and objectivity, the lasting impression will not be a positive one. This is why building our soft skillsthose skills that help us connect on a personal levelis critical to our success.

People-Centric Skills: Interpersonal and Communication Skills for Financial Professionals, 2nd edition, goes a long way toward getting us there.

I have known Danny M. Goldberg for many years. He has dedicated much of his career to championing our profession and helping practitioners build critical soft skills. For more than two decades, Danny has built and led internal audit functions. He is a well-known author in the profession and has published numerous articles in trade magazines over the years.

In this revised edition, Danny picks up where his 2014 book of the same name left off. He provides clever anecdotal teaching moments through his lead character, Dalton Zimmer, that focus on how auditors can approach different situations and scenarios. From interview techniques and reading body language to understanding the art of listening, the book covers important soft-skill topics, including self-awareness and empathy, emotional intelligence, and influencing change. His new book also provides an important update about communicating with two generations whose influence is growing quickly in businessGeneration X and Millennials.

As a consistently eloquent voice promoting the value of effective communication, Danny reminds us that we must connect with people. That is why his first book resonated so well, and I'm certain that version 2.0 will, as well.

Richard F. Chambers, CIA, QIAL, CGAP, CCSA, CRMA