Critical Incident Technique: What It Is And How It Is Used
The Critical Incident Technique (TIC) is a qualitative research method which 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 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 emerged and how it can be applied.
As a qualitative research technique, the critical incident technique seeks to understand and represent the experiences and actions of people in their own environment , in situations that occur in everyday life. That is to say, beyond testing hypotheses, the qualitative technique consists of exploring a research problem, which will ultimately allow the hypotheses to be formulated.
It is a tool for collecting anecdotal evidence that has been systematized in an important way to build scientific knowledge.
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 human behavior, the objective of which is to promote the potential of said observations for solving problems.
In other words, according to Flanagan, qualitative research that is based on observation and anecdotal recording can be systematized in a way that serves 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 pilots’ activity.
The reports made through ICT gave a much more complete idea on the effective and ineffective behaviors 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 whether it was effective or not). They called these events “critical incidents.”
After the Second World War this technique 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 generally used in many of the qualitative research techniques based on observation and anecdotal data; The difference is that ICT pays special attention to 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 set out. For example, an objective may be to analyze the needs of travelers based on knowing their tasks and activities. Or also, 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 for action. In principle it is about determining which are the specific 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 informants generally we try to ensure that they are people familiar with the environment to be observed.
Data can be collected in different ways. For example, they can be collected through group or individual interviews, questionnaires, surveys, or opinion forms If it is a direct observation, it is necessary to report all observed incidents as soon as possible to ensure that it is done reliably and accurately. A collection of around 100 critical incidents is typically 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 observation, or they can be presented through different categories that allow different problems and solutions to be identified.
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 target audience, highlighting the parts that allow the data to be used 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.
