LEADER 04110nam 2200481 450 001 9910555155303321 005 20220427075349.0 010 $a1-119-47356-X 010 $a1-119-47370-5 010 $a1-119-47365-9 035 $a(CKB)4100000011996825 035 $a(MiAaPQ)EBC6699223 035 $a(Au-PeEL)EBL6699223 035 $a(OCoLC)1264469739 035 $a(EXLCZ)994100000011996825 100 $a20220427d2021 uy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aManaging client emotions in forensic accounting and fraud investigation /$fStephen Pedneault 210 1$aHoboken, New Jersey :$cWiley,$d[2021] 210 4$d©2021 215 $a1 online resource (210 pages) 225 1 $aWiley corporate F & A series 300 $aIncludes index. 311 $a1-119-47149-4 327 $aCover -- Title Page -- Copyright Page -- Contents -- Preface -- Acknowledgments -- About the Author -- Introduction -- 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. 327 $aBe Passionate and Genuine -- Practice What You Preach -- Don't Get Attached and Don't Get Pulled In -- Don't Let Them Make You Feel Bad -- Taking a Personal Interest versus Taking a Case Personally -- Unexpected Emotions -- Empathy versus Sympathy -- Chapter 11 Reacting to Client Emotions -- Take Their Call (and They Will Call, and Call, and Call) -- Respond to Emails, Even When They're Lengthy -- Let the Client Vent -- Recognize That Client Emotions Are Not About You -- Remind the Client to Breathe -- Set a Time for Clients to Listen -- Relax, Clear Your Mind, Decide What to Do, and Breathe . . . -- Write It All Down -- Focus Clients: Keep Their Eyes on the Prize -- Remind Clients to Continue Living Their Lives -- Chapter 12 Final Thoughts -- Index -- EULA. 410 0$aWiley corporate F & A series. 606 $aForensic accounting$xPsychological aspects 608 $aElectronic books. 615 0$aForensic accounting$xPsychological aspects. 676 $a364.168 700 $aPedneault$b Stephen$f1966-$0847655 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910555155303321 996 $aManaging client emotions in forensic accounting and fraud investigation$92836479 997 $aUNINA