This material is for training purposes only. Its purpose is to inform employers and employees of best practices in occupational safety and health and general OSHA compliance requirements. This material is not a substitute for any provision of the Occupational Safety and Health Act or any standards issued by OSHA.
MODULE THREE: CONDUCTING INTERVIEWS
Introduction
Once you have initially documented the accident scene, it becomes important to start digging for details through the interview process.
Conducting interviews is perhaps the most difficult part of an investigation. The purpose of the accident investigation interview is to obtain an accurate and comprehensive picture of what happened by obtaining all pertinent facts, interpretations, and opinions. Your job, as the interviewer is to construct a composite story using the various accounts of the accident and other evidence. The effective interviewer will have a firm understanding of the techniques for interviewing and the skills acquired through experience to apply those techniques.
This module will help you understand the difference between an initial interview and an investigative interview, how to set up an interview, and develop interview questions. The module will also discuss how to organize the interview and participants to be able to obtain accurate information.
Preparing for the interview
You are first task is to determine who needs to be interviewed. Questions will need to designed around the interviewee. Consequently, each interview will be a very unique experience. Interviews should occur as soon as possible, but usually do not begin until things have settled down a bit. Some people you may want to consider for an interview include:
- The victim. To determine specific events leading up to and including the accident.
- Co-workers. To establish what actual vs. appropriate procedures have been used.
- Direct supervisor. To get background information on the victim. He or she can provide procedural information about the task that was being performed.
- Manager. Can be the main source for information on related systems.
- Training department. To get information on quantity and quality of training the victim and others have received.
- Personnel department. To get information on the victim's and others' work history, discipline, appraisals.
- Maintenance personnel. To determine background on equipment/machinery maintenance.
- Emergency responders. To learn what they saw when they arrived and during the response.
- Medical personnel. To get medical information (as allowed by law.)
- Coroner. Can be a valuable source to determine type/extent of fatal injuries.
- Police. If they filed a report.
- Other interested persons. Anyone interested in the accident may be a valuable source of information.
- The victim's spouse and family. They may have insight into the victims state of mind or other work issues.
Cooperation is the Key!
| Cooperation not intimidation is the key to a successful accident investigation interview. It's very counterproductive to give the impression in any way that can be interpreted by the interviewee as trying to establish blame. The purpose of the accident interview is to uncover additional information about the hazardous conditions, unsafe work practices, and related system weaknesses that contributed to the accident. Consequently, it's very important that effective techniques to establish a cooperative atmosphere be used by the interviewer during the process. |
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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.
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It's important to remember that you are 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.
Last words...
Understanding and applying the information above during the interview process will help assure you establish a cooperative relationship so that you can obtain the facts. Intimidation and blaming will always result in an ineffective interview process.
Now that you are an ace interviewer...it's time to take the module quiz ;-)
Take the Review Quiz
