Better Questions = Better Investigations

The following post about how to ask better questions is by Vincent Phipps, keynote speaker for the 2025 Global TapRooT® Summit.

As safety professionals, we must implement effective communication skills to reduce mistakes and increase clarity. One of the biggest communication mistakes in accident investigations is failing to have a good backup question when the original question is unanswered or dodged. 

Foremost, let’s accept that even seasoned professionals will dodge questions. The avoidance of answering is not always evidence of guilt or intentional deception. Go easy on the interrogations just because the person you are questioning may initially seem evasive.

Here are three reasons those under investigation or being approached may be reluctant to answer questions, and a recommendation of what you can do:

1. Confusion – during moments of anxiety, the left part of the brain that impacts our vocabulary and analytical thinking shuts down. People may avoid answering because the stress of the moment causes them genuine confusion.

If this happens, restart using super simple questions to ease their anxiety:

• Around what time did you arrive today?
• When was this first brought to your attention?
• Have you even experienced anything like this before?
• What can you tell me about what happened? 

2. Fear – yep, grown folks still get scared! When an incident occurs, not everyone jumps up to accept faults or embrace accountability. Sometimes, people don’t answer to CYA (Cover Your Assets). 

If this happens, use qualifying statements such as:

• Thank you for your candor about what you know.
• We all just want to make sure everyone is on the same page.
• The more you can share, the better it will be for all of us to get it right.

3. Misunderstanding – the person may give you an answer, but their answer does not address your question. For example, you might ask, “How often is this system supposed to be calibrated?” and they answer, “It should be calibrated regularly.” Since “regularly” is vague, asking them the same question may result in defensiveness, which might disengage them from your future inquiries.

If this happens, find alternatives to ask that same question, while switching your keywords:

• What is the timeframe for when the units should be updated?
• How many days apart would you say is normal for revisiting the operating system?
• According to the procedure or policy, when should the unit be checked?

Monitoring your tone, timing, and cadence is also important for smooth, professional, and effective questions during accident investigations and interviews. Don’t let confusion, fear, or misunderstandings keep you from getting the information you need. Asking better questions results in getting better answers.

Learn More About How to Be a Better Communicator

We’re excited to welcome Vincent back to the Global TapRooT® Summit as a keynote speaker in 2025. If you’re ready to elevate how you lead, listen, and influence, even under pressure, don’t miss Vincent’s sessions. He digs into the communication skills that drive safety, trust, and real results. Join us and walk away with tools you can use the very next day. Seats fill fast, register now and be part of a transformational experience.