Why Critical Thinking Matters

In July 2025, Dakota Greer, audit manager at KEB and Events Chair for RISE Springfield, organized a professional development panel discussion to explore different perspectives on critical thinking. The event brought together professionals from audit, tax, management consulting, and asset management.

The following Q&A highlights insights from Dakota’s discussion with Bethany Jaeger, principal of KEB’s management consulting practice specializing in organizational change.

Q1: Defining & Applying Critical Thinking

In your experience, what does critical thinking really look like in your profession, beyond just following checklists? Can you share an example where you had to challenge assumptions to reach the right conclusion?

Bethany:

“If your definition of critical thinking is to analyze information objectively and form reasonable judgments, then we think you need to do a few things before you can start thinking critically. We start all of our consulting projects by listening so we can deepen our understanding of the people and of the data. It is critical to listen without judgment, first. Once we analyze and humanize the data, then we can start thinking critically about the issues that really need to be addressed. If you jump into critical thinking without having a fair and accurate understanding of the situation, you risk jumping to conclusions or overlooking the core issues.”

Bethany explains that it is her team’s job to help clients navigate change in a way that stays true to who they are.

“I don’t know anyone who likes change. It is really difficult to think about brand new ways of doing what you have always done. We often have to challenge the assumption that change is bad, or that it’s all about loss. We reverse the mindset by helping to demonstrate that letting go of what you have always done can actually free you to do something life-giving.”

Dakota:

“To me, critical thinking is about understanding the ‘why’ and the ultimate goal behind a given task. Too often, whether in work or in life, we fail to fully grasp the reasoning or purpose underlying what we are doing. When we take the time to understand both the reasoning behind the task and the intended outcome, it provides greater clarity of purpose and leads to higher-quality work.

I believe we challenge assumptions on a daily basis. Whether leading a team or working with clients, it comes down to asking the right questions—even if they are difficult ones—in a way that is both respectful and thought-provoking. By doing so, we not only encourage deeper reflection but also help guide the team to arrive at the conclusion on their own, rather than simply providing the answer immediately.”

Q2: Balancing Relationships & Skepticism

How do you balance the need for healthy skepticism with maintaining strong client or colleague relationships?

Bethany:

“We’re working with human beings. Our process is designed to earn their trust. Once they see that we really understand their values, their complexities, and their needs, the skepticism starts to fade away. We become partners. They start to understand that we are not going to make decisions for them. We are going to bring them solid information to support them in making the decisions.”

Dakota:

“When balancing professional skepticism with maintaining a strong client relationship, the foundation lies in establishing trust and demonstrating genuine care. It is essential that clients view us as partners working alongside them. Beyond the regulatory requirements of tax returns, audits, and similar services, building a strong relationship ensures clients understand that our role is to help them achieve their organizational goals. Once that trust is in place, it becomes much easier to ask thought-provoking, challenging, and impactful questions.”

Q3: Developing & Encouraging Critical Thinking

What habits have helped you sharpen your problem-solving skills, and how do you encourage them within your team, especially with newer staff?

Bethany:

“I try to see through other people’s eyes. When I write an email, a report, or a presentation, I read it through the client’s lens. How will they receive the information? Sometimes, I even think about someone totally removed from the situation. Would they understand what I am trying to explain or offer as a thought-provoking idea?

When you’re a manager or leader of a team, try to coach your staff by asking them what they think, how they know, or where they need to go to figure out the answer. They don’t learn when the leader spoon feeds them the answer.”

Dakota:

“To me, it ultimately comes down to understanding the purpose of the task. It can be easy to fall into routine and complete tasks simply because “that’s the way they’ve always been done.” In some cases, there is no need to reinvent the wheel, as existing processes are effective. However, the world is constantly evolving, and I believe it is important to adapt when those changes are both practical and beneficial for the team and organization. That is why understanding the underlying purpose is essential.

Another factor I rely on is experience. Some of the most valuable lessons often come from setbacks or failures, and I view those moments as opportunities to “fail forward.” My approach to new challenges is frequently shaped by lessons learned from past experiences. Additionally, I make it a priority to observe the leaders in my life and how they solve problems or approach difficult situations. By doing so, I can take parts of their strategies, adapt them, and develop my own problem-solving style.

When encouraging critical thinking within the team, particularly with newer staff, I focus first on explaining the ‘why’ and the overall goals. Growing up, and still today, I have had a passion for sports, and I’ve found many parallels between athletics and the workplace. I had a football coach who made it a point to explain to each position both their specific objective and the reason behind it. When every player understood their role and executed it to the best of their ability, the team as a whole had the greatest chance of success. I’ve tried to carry that lesson into my professional life. I’ve seen that when each team member understands the purpose and reasoning behind a task, it not only helps them grow and see the bigger picture, but it also positions the entire team for a successful engagement.”

Q4: Navigating Differing Viewpoints

When team members see a problem differently, how do you approach resolving those differences in perspective or approach?

Bethany:

“Two small habits go a long way: listen without immediately responding, and pause intentionally before you speak. Pausing for a few breaths before speaking eases the tension and gives room for the person to add deeper insights. The pause also lets you, the listener, reflect on what just heard and whether it gives you a new perspective or changes your thinking.

It comes down to a matter of respect. No one is smarter than anyone else in the room. We all enter the room with different skills, experiences, and perspectives. Hearing each other out often results in collective wisdom, which is the goal. We are better off for it.”

Dakota:

“When two people view a problem differently, my first priority is to fully understand the issue at hand. It’s essential to grasp the problem clearly before guiding the team toward the best possible outcome. Once I have that understanding, I listen to both perspectives, then step back to evaluate the problem and the potential solutions as a whole. Often, the strongest resolution can be reached by integrating elements from both approaches. To me, the most crucial element is ensuring that no approach is dismissed in a way that discourages participation. Even if a suggested solution is not ultimately used, it’s important to acknowledge the critical thinking behind it and explain why it was not applied. This helps the team refine their problem-solving skills and approach future challenges with a broader perspective.”

Final Thoughts

Critical thinking in practice isn’t about simply following steps or checking boxes. As Dakota and Bethany shared, it’s about listening first, questioning assumptions, building trust, and encouraging teams to see the bigger picture.

When applied thoughtfully, critical thinking becomes more than just a skill: it becomes a mindset that strengthens organizations, empowers individuals, and leads to lasting change.