Stephen Pedneault - Managing Client Emotions in Forensic Accounting and Fraud Investigation

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2 Title Page Managing Client Emotions in Forensic Accounting and Fraud Investigation STEPHEN PEDNEAULT

3 Copyright Copyright © 2021 by John Wiley & Sons, Inc. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per‐copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750‐8400, fax (978) 750‐4470, or on the web at www.copyright.com . Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748‐6011, fax (201) 748‐6008, or online at http://www.wiley.com/go/permission . Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762‐2974, outside the United States at (317) 572‐3993 or fax (317) 572‐4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic formats. For more information about Wiley products, visit our web site at www.wiley.com . Library of Congress Cataloging‐in‐Publication Data is Available: ISBN: 9781119471493(hardback) ISBN: 9781119473657(epdf) ISBN: 9781119473565(epub) Cover Design: Wiley Cover Image: © Pressmaster / Shutterstock

4 Dedication To Kim, Justin, and Evan. I trust you miss the table in the center of the room as much as I do . Dad

5 Preface

6 Acknowledgments

7 About the Author

8 Introduction

9 PART ONE: Why Address Client Emotions? CHAPTER 1: Encountering Client EmotionsEVERY CLIENT HAS A STORY ROLLERCOASTER END NOTES CHAPTER 2: Choose to Address Client EmotionsEXPECT CLIENT EMOTIONS ADDRESS CLIENT EMOTIONS CHAPTER 3: Complicating FactorsTHE 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 EncounterEMOTIONS YOU WILL ENCOUNTER NERVOUSNESS CRYING ANGER AND HOSTILITY EXPECT SWEARING SWEARING CAN LEAD TO HOSTILITY CHAPTER 5: Identifying Client Emotions: Disbelief, Betrayal, Resentment, and ExcitementDISBELIEF, BETRAYAL, RESENTMENT, AND EXCITEMENT DISBELIEF AND BETRAYAL RESENTMENT EXCITEMENT EVERYONE HAS A STORY CHAPTER 6: Identifying Client Emotions: Indifference, Depression, and DespairINDIFFERENCE, 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 EmotionsTAKE 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

13 End User License Agreement

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