More Effective Interviewing Techniques
As you conduct interviews, gaining experience along the way, you'll further develop the "art" of interviewing by improving your ability to apply these techniques. Below are more ideas you can use while interviewing witnesses.
- Avoid asking leading questions, interruptions, or expressing approval or disapproval verbally or through facial cues.
- Use open-ended questions to clarify specific areas or gather details. Try to steer clear of closed-ended questions that elicit simple yes or no responses.
- Refrain from asking "why-you" questions, as they tend to provoke defensive responses. For example, instead of asking, "Why did you drive the forklift with under-inflated tires?" ask, "What are the forklift inspection procedures?"
- Recap the facts and sequence of events back to the person to prevent misunderstandings.
- Take notes meticulously but casually. Let the individual review your notes, possibly filling in missing information and correcting inaccuracies. Provide the interviewee with a copy of the notes and have them initial to confirm accuracy.
- Record the interview only with permission. Explain that the recorder's purpose is to ensure accurate information. Offer to give the interviewee a copy of the recording.
- Allow the interviewee to have a witness present if they desire, especially in union environments where this is often an employee right.
- Seek the interviewee's opinion on the accident's causes and prevention measures. Do not accept answers that assign blame, as blame is not established at this stage of the investigation. Disciplinary matters are typically discussed after the investigation is complete and closed, usually handled by the supervisor and the Human Resource Department, not the accident investigator.
- Conclude the interview with a statement of appreciation for their contribution. Encourage them to contact you if they recall anything else. If possible, communicate the investigation's outcome to each person interviewed, but do not discuss the possibility of disciplinary action.
Understanding and applying the information provided above during the interview process will help establish a high level of trust and a cooperative relationship, enabling you to gather accurate information. Remember, intimidation and assigning blame have no place in the accident investigation process, and, moreover, they are ineffective.
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4-6. What is the best type of question to ask during the accident investigation interview?
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