This study examines the communication dynamics between healthcare professionals and family members during verbal autopsy interviews, focusing on the conflicting roles and divergent expectations that emerge in institutional settings. Using a qualitative approach, the research analyzes recorded interactions between interviewers and bereaved family members to uncover the challenges posed by differing expectations of professionalism, empathy, and confidentiality. Findings reveal a tension between the institutional need for standardized data collection and the emotional support sought by the families. The study highlights the implications of these tensions for both the accuracy of verbal autopsy results and the psychological wellbeing of the participants. It offers insights into how communication strategies can be tailored to better align institutional objectives with the needs of the community, suggesting recommendations for improving the effectiveness of verbal autopsy processes in healthcare settings.