Critical Incident Technique: what is it and how is it used?

This research method attempts to study people's behavior at key moments.

The Critical Incident Technique (TIC) is a qualitative research method that has been used since the first half of the 20th century. that has been used since the first half of the 20th century. It is a tool that is currently used to evaluate experiences and behaviors in a variety of areas, ranging from marketing to dentistry to nursing.

Specifically, the Critical Incident Technique has been useful for evaluating service delivery. In this article we will look at what the Critical Incident Technique is, how it came about and how it can be applied.

What is the Critical Incident Technique?

As a qualitative research technique, the critical incident technique seeks to understand and represent the experiences and actions of people in their own environment. and represent the experiences and actions of people in their own environment, in situations that occur in everyday life.situations that occur in everyday life. In other words, beyond testing hypotheses, the qualitative technique consists of exploring a research problem, which will ultimately allow the formulation of hypotheses.

It is a tool for collecting anecdotal evidence that has been systematized in an important way to build scientific knowledge.

Its origins

As a research technique, ICT was first described in 1954 by the U.S. psychologist John C. Florek. the American psychologist John C. Flanagan. The latter defined it as a set of procedures for collecting direct observations of human behavior, the aim of which is to enhance the potential of such observations for problem solving.

In other words, according to Flanagan, qualitative research based on observation and anecdotal records can be systematized in such a way that it can be used to understand a phenomenon and provide answers to possible problems.

The first time the Critical Incident Technique was used in a systematic way was within the U.S. Aviation Services in the context of World War II. Specifically, it was used for the evaluation of pilot activity.

The reports made through the ICT gave a much more complete picture of effective and ineffective about the effective and ineffective behaviors of pilots.. Specifically, the technique made it possible to analyze the events that determined the effectiveness or ineffectiveness of the behaviors (the events that made a difference between being effective or not). These events were called "critical incidents".

After World War II, this technique was expanded to evaluate services and activities of many other types.

The 5 steps of the Critical Incident Technique

Flanagan developed five steps that are necessary when using the critical incident technique. These steps are those used in a general way in many of the qualitative research techniques based on observation and anecdotal data; the difference is that the TIC pays special attention to incidents that are considered determinant for the occurrence of a specific situation, behavior or phenomenon..

The five steps that were defined by Flanagan are as follows.

1. Identify the main objectives

The first step is to formulate a research questionThe first step is to formulate a research question, from which the main objectives of the observation are formulated. For example, an objective may be to analyze the needs of travelers based on knowledge of their tasks and activities. Or also, to know the critical incidents to generate socialization and business adaptability in a specific work environment.

2. Generate a procedure

Next, it is necessary to establish the specific steps to be taken. In principle, it is a matter of determining which specific situations will be observed. It is also necessary to recognize that the incidents can be positive or negative and it is necessary to determine which ones will be evaluated. It is also necessary to define who and how many observers will be involved, define who and how many will be the observers and informants.The observers and informants should generally be people familiar with the environment to be observed.

3. Collect data

Data can be collected in different ways. For example, data can be collected through group or individual interviews, questionnaires, surveys, or opinion forms.. In the case of direct observation, it is necessary to report all observed incidents as soon as possible to ensure reliability and accuracy. A collection of about 100 critical incidents is usually considered significant.

4. Analyze the data

Once the data have been collected, the next step is to analyze them. This means describing and translating them in a way that allows us to use them to solve problems. The data can be analyzed in relation to a theoretical framework related to the observed environment and the objectives of the observation, or it can be presented through different categories that allow different problems and solutions to be identified.

5. Interpret and report results

Finally, once the data have been analyzed and organized in a coherent way in relation to the objectives of the observation, it is necessary to identify the potentialities and also the imitations of the research. identify the potentialities and also the imitations of the research..

This last stage consists of generating a general report whose language is adapted to the target audience, highlighting the parts that make it possible to use the data to understand a particular phenomenon and offer solutions to its problems. For ICT, it is very important to maintain transparency and clarity when reporting the results and conclusions obtained.

Bibliographic references:

• FritzGerald, K., Dent, B., M.F.D., et al. (2008). The Critical Incident Technique: A Useful Tool for Conducting Qualitative Research. Journal of Dental Education. 27(3): 299-304.