Critical incident technique: a learning intervention for organizational problem solving

Abstract

Purpose

This article promotes the versatility and usefulness of critical incident technique (CIT) as a method for addressing organizational problems and challenges.

Design/methodology/approach

A brief overview of CIT is provided and a worked example is given from the author's professional experience. A process map is outlined to assist organizations plan the course of a CIT intervention.

Practical implications

CIT is a practical tool that can be used by organizational members to resolve a diverse range of issues across any industry.

Originality/value

CIT has tended towards a three‐question approach to guide the intervention process and analyze the issue at hand. This paper proposes that practitioners need to address a fourth question. The fourth question is designed to help organizations prioritize a proposed CIT intervention.

Citation

Davis, P.J. (2006), "Critical incident technique: a learning intervention for organizational problem solving", Development and Learning in Organizations, Vol. 20 No. 2, pp. 13-16. https://doi.org/10.1108/14777280610645877