Critical Incident Technique: what it is and how to use it

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

Specifically, the Critical Incident Technique has been useful in evaluating service delivery. In this article we will see what the Critical Incident Technique is, how it arose and how it can be applied.

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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 environmentin situations that occur in everyday life. In other words, beyond testing hypotheses, the qualitative technique consists of exploring a research problem, which ultimately will 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.

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His origins

As a research technique, ICT was first described in 1954 by American psychologist John C. flanagan. The latter defined it as a set of procedures to collect direct observations of the human behavior, whose objective is to favor the potential of said observations for the resolution of issues.

In other words, according to Flanagan, qualitative research that is based on observation and recording anecdotal, they can be systematized in such a way that they serve to understand a phenomenon and offer answers to possible problems.

The first time that the Critical Incident Technique was used in a systematic way, was within the American aviation services in the context of the Second World War. Specifically, it served to evaluate the activity of the pilots.

The reports made through ICT gave a much more complete idea on the effective and ineffective conduct of pilots. Specifically, the technique allowed us to analyze the events that determined the effectiveness or ineffectiveness of the behaviors (the events that made a difference between it 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 stages of the Critical Incident Technique

Flanagan developed five steps that are necessary when using the critical incident technique. These steps are those that are used in a general way in many of the qualitative research techniques based on observation and anecdotal data; the difference is that ICT pays special attention to the incidents that are considered decisive 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 thing is formulate a research question, from which the main objectives of the observation are established. For example, one objective may be to analyze the needs of travelers based on knowing 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 outline the specific steps of action. In principle, it is a question of determining which are the concrete situations that will be observed. Likewise, recognize that incidents can be positive or negative and it is necessary to determine which ones will be evaluated. In addition, define who and how many will be the observers and informantsGenerally, people are familiar with the environment to be observed.

3. collect data

Data can be collected in different ways. For example, you can collect through group or individual interviews, questionnaires, surveys, or opinion forms. If it is a direct observation, it is necessary to report all incidents observed as soon as possible to ensure that it is reliable and accurate. A collection of around 100 critical incidents is normally considered significant.

4. Analyze the data

Once the data has been collected, the next step is to analyze it. 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 investigation. observation, or they can be presented through different categories that allow different problems to be identified and solutions.

5. Interpret and report results

Finally, since the data have been analyzed and have been organized with a coherence that is related to the objectives of the observation, it is necessary 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 public to which it is addressed, highlighting the parts that allow the data to be used to understand a particular phenomenon and offer solutions to its issues. 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.