Managing Client Emotions in Forensic Accounting and Fraud Investigation 1st edition by Stephen Pedneault 111947356X 9781119473565

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ISBN-10 :  111947356X 

ISBN-13 : 9781119473565

Author : Stephen Pedneault 

Manage client emotions in forensic accounting and fraud investigations

While many resources exist that outline the primary functional aspects of conducting a forensic accounting or fraud investigation, this book is the first of its kind in addressing the significance of client emotions during investigations and how important the management of those emotions is to the investigation as a whole. Forensic accounting expert Stephen Pedneault has nearly 30 years of experience conducting such fraud investigations, and has become an expert in this form of holistic engagement management. In this comprehensive resource, Pedneault shares his real-world experiences to help the reader understand exactly what role client emotions can play in a fraud investigation, and how to acknowledge and address the emotions of all parties right from the start.

Managing Client Emotions in Forensic Accounting and Fraud Investigation 1st Table of contents:

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
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
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

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Tags: Managing Client, Emotions, Forensic Accounting, Fraud Investigation, Stephen Pedneault