Behavior Readiness -handling difficult behaviors in the Audit Room

Picture this

First, you are the auditor. Second, you have an audit agenda and a timeframe to keep, and then Third, you are paired with a site representative who interrupts when you talk, takes each observation as an insult, and at the same time is extremely defensive. How would you deal with this behavior?

What if on the other hand, the site representative was open, honest, and friendly, but just couldn’t stop talking about any and everything that doesn’t regard the current audit topic. How do you stop this from affecting the audit?

The audit room comes with many personalities which deliver quite a few behavioral traits that can be challenging to work with. Working as an auditor within the pharmaceutical or medical device discipline, you are aware of how imperative it is to attain the information needed during an audit in order to evaluate if the facility can uphold compliance to encompass all processes/activities conducted in relation to whichever services the supplier is contracted to deliver.

Not attaining the required information in order to make that confident decision is just not acceptable.

In this fun, yet highly informative course, you will be introduced to the top challenging personality/behavioral traits that are experienced throughout the audit process. Each trait will have its characteristics listed in detail, have its underlying root causes explained, and have solutions on how to deal with the behavior on the spot.
You will also share examples of your own past experiences so that you may reflect on how to approach it differently if there happens to be a next time. After going through the top difficult personality/behavioral traits, there will be role-playing activities between the participants.

This lesson is 70% theoretical and 30% practical (sharing experiences and group work is given).

Learning Objective

By the end of the half day course, attendees will gain the skill set necessary to spot the challenging behavioral traits during the audit process and have workable solutions that can be initiated in order to lessen the affects the difficult behaviors could have on the audit environment.

This course will provide the attendees with more tools to strengthen their competences within:

  • Applied conflict management,
  • Empathetic listening,
  • Persuasive Organizational communications

Who Should Attend

This course is intended for:

  • Internal/External Lead Auditors
  • Audit Team members to include:
    Team Leaders and Management within Quality Assurance and/or Production/Product Supply
  • Specialists, Professionals, and/or Project Managers responsible for change management, strategic operation, stakeholder management, training and/or global communication
  • Team Leaders and Management within Regulatory Affairs and Research and Development should also attend.
  • Risk management personnel, Compliance, and/or Health and Safety specialists


IndustryCombination products, Medical Device, Pharmaceuticals

Energy Kristina Hansen