Conducting an Accident Investigation
Course 102
Safety Certified Supervisor Series

MODULE 3: CONDUCTING INTERVIEWS

Effective Interviewing Techniques

What are effective ways to increase cooperation in the accident interview process? What communication strategies might increase the likelihood of an adversarial relationship in the interview? 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.

It's important to remember that you're conducting an accident investigation, not a criminal investigation. These two interview processes may be similar, but each has a unique purpose. Each process requires different techniques to assure they fulfill their intended results. The last thing you want to do in an accident investigation is to come down hard (be accusatory) on an interviewee.

So Let's take a look at some effective techniques that will assure you get to the facts.. .not find fault.

• Keep the purpose of the investigation in mind: To determine the cause of the accident so that similar accidents will not recur. Make sure the interviewee understands this.
  
• Approach the investigation with an open mind. It will be obvious if you have preconceptions about the individuals or the facts.
  
• Go to the scene. Just because you are familiar with the location or the victim's job, don't assume that things are always the same. If you can't conduct a private interview at the location, find an office or meeting room that the interviewee considers a "neutral" location.
  Interview the people involved (victim, witnesses, people involved with the process, i.e., forklift driver, mechanic).
  
• Put the person at ease. Explain the purpose and your role. Sincerely express concern regarding the accident and desire to prevent a similar occurrence.
  
• Express to the individual that the information given is important. Be friendly, understanding, and open minded. Be calm and unhurried.
  
• Direct an eye witness to "explain what happened." Don't ask them to explain, because they may respond with a simple "no," and that's that.
  
• Let the individual talk. Ask background information, name, job, etc. first. Ask the witness to tell you what happened; don't ask leading questions; don't interrupt; and don't make expressions (facial, verbal of approval or disapproval).
  
• Ask open ended questions to clarify particular areas or get specifics. Try to avoid yes and no answer (closed ended) questions. Try to avoid asking "why" as these type of questions tend to make people respond defensively. Example: Do not ask: "Why did you drive the forklift with under-inflated tires?
• Rather, ask: What are forklift inspection procedures? What are forklift safety hazard reporting procedures?
  
• Repeat the facts and sequence of events back to the person to avoid any misunderstandings.
  
• Notes should be taken very carefully, and as casually as possible. Let the individual read them if desired. Give the interviewee a copy of the notes you take.
  
• Don't use a tape recorder unless you get permission. Tell the interviewee that the purpose of the recorder is to insure accuracy. Offer to give the interviewee a copy of the tape.
  
• Ask for their suggestions as to how the accident/incident could have been avoided.
  
• Conclude the interview with a statement of appreciation for their contribution. Ask them to contact you if they think of anything else. If possible, advise these people personally of the outcome of the investigation before it becomes public knowledge.