Throughout the years, the critical incident technique (CIT) has rendered useful results in finding out information for the analysis and eventual improvement of people’s behaviour in varied fields (Flanagan, 1954). By directly observing an individual or group in a particular situation, the observer collects data which might be valuable for enriching the practices of the person(s) being observed and of others involved in the same discipline (Fernández, Elórtegui, & Medina, 2003). It is the purpose of this paper to analyse the characteristics, uses and procedural stages in applying this technique.
Flanagan (1954) describes an incident as “any observable human activity that is sufficiently complete in itself to permit references and predictions to be made about the person performing the act” (para. 3). He further holds that, given a particular event, an incident is said to be critical when the purpose of the observation is “clear to the observer” and where its outcome proves sensible (para. 3). Moreover, it has to make “a significant contribution, either positively or negatively, to the general aim of the activity” (The Procedure in its Present Form section, para. 22).
According to Flanagan (1954), since every situation observed is unique, it would be inappropriate to generalize and apply a “rigid set of rules” for all circumstances but rather conceive “a flexible set of principles” (The Procedure in its Present Form section, para. 1). In any case, several aspects require attention: The context in which the situation takes place, the description of the specific problem being observed, its possible causes and the most appropriate solutions, which, although applicable to other events, are only valid for the cases under analysis (Fernández González et al., 2003).
In a second step, subsequent to the observation, Mezirow (1990) argues that the observers should “record thoughts and feelings related to the incident as it happened and after the action took place, being careful not to interpret or analyze the action taken” (as cited in Pintos, 2008, p.8). In addition, in order for the observations to be considered reliable, the judgements made by the different observers should stand a certain degree of objectivity; that is, the purpose of the observation should be constantly present in their minds so that they produce reports which are approximately the same (Flanagan, 1954).
In order to implement the CIT, a specific procedure must be followed. The first of five steps involves determining a set of objectives which will direct the accomplishment of the activity. These general aims specify what exactly is to be done and what is expected of the participants in order for the outcome of the activity to be effective (Flanagan, 1954). Frequently, the “authorities in the field” are the ones in charge of formulating them (Flanagan, 1954, The Procedure in its Present Form section, para. 13) but, in the end, it is the participants who will show acceptance or not.
In the design of the aims, specific and enthralling language should be used so that communication is conveyed. Besides, some steps are to be considered so that it is easier to reach an agreement among those qualified to decide. They will firstly answer a general question on the primary purpose of the activity, which might need summarizing to obtain a “brief usable statement” (Flanagan, 1954, para. 58). Careful revisions also become necessary so that the final statement is agreed upon by most of the participants in the activity.
Once the general aims have been defined, and as a second step in the successful implementation of the CIT, Flanagan (1954) points out that a plan for collecting data must be developed. “[P]recise instructions must be given to the observers” both in connection with the evaluation and classification of the data collected and the specification of the group to be studied (The Procedure in its Present Form, para. 14). Furthermore, records of the observed incidents obtained from reporting personnel result either distinctly effective or ineffective in attaining the general aims of the activity. In fact, these extreme behaviours are the ones which make critical incidents operative for obtaining specific data.
Four components are required to collect information: First of all, the situations observed must be delimited; i.e., there should be information about the place and time, the people being observed and their activities, so that the observer can determine whether specific behaviour is worthy of observation or not (Flanagan, 1954). Secondly, it has to be decided whether or not the behaviour observed attains the general aim of the activity, being as objective as possible. In the third place, the specification of the effects that an observed incident has on the general aim has to be specified, expressing their level of positive or negative contributions. Finally, there has to be an appropriate selection and training of those who are to observe and report the activity, taking into consideration their familiarity with it (Flanagan, 1954).
In a third phase of the procedure, Flanagan (1954) asserts the importance of “behaviours [being] observed, evaluated, classified and recorded while the facts are still fresh in the mind of the observer” (The Procedure in its Present Form section, para. 28). He also explains that, despite their objectivity, the reports should include details so that the information is considered accurate. Following this criteria, four procedures are typically used to collect data: Individual interviews, group interviews, questionnaires and record forms, each of which present characteristics which make them more relevant in a given field than in others (Flanagan, 1954).
In education, particularly, the use of written records could be regarded as the most appropriate if done as the incident takes place. The fact that the observation is made in situ, makes it possible to gather useful material connected with the general behaviours in the classroom, especially through the use of tally-charts. In observing pre-service teachers, for instance, this tool simplifies the collection of information because, while simple in implementation, it provides the observer with specific details which might be of use for the teacher to improve their practices.
The last two phases in the procedure are related to looking into the material obtained through observation more closely. The fourth step comprises the analysis of the data: The information is summarized and described as efficiently as possible so that it can result in varied practical uses. Fifth and last, the interpretation and report of the statement of the requirements of the activity is made. Flanagan (1954) puts emphasis on “[t]he possible biases and implications of decisions and procedures made in each of the four previous steps [which] should be clearly reported” (Summary and Conclusions section, para. 2). Therefore, careful attention must be paid in interpreting the data so that no errors are made.
As regards the areas in which the CIT has been found applicable, only nine had been explored by the time Flanagan’s (1954) article was written, many of which have been implemented by the American Institute for Research. Flanagan (1954) describes the following:
1. “Measures of typical performance” (Uses of the CIT section, para. 3) in which, through the use of check-lists, the evaluation of an individual’s performance can be recorded objectively.
2. “Measures of proficiency”, which are useful “at the end of training courses as checks on the maintenance of proficiency” (Uses of the CIT section, para. 12).
3. “Training” (Uses of the CIT section, para. 19), carried out mainly for the military. The application of the technique has provided “an ideal basis for developing training programs and … materials” and for “evaluating the effectiveness of [such] program[s]” (Uses of the CIT section, para. 21-22).
4. “Selection and classification” (Uses of the CIT section, para. 23), used to define requirements of the activity prior to the psychologist’s in their conclusions and to develop tests to predict performance.
5. “Job design and purification” (Uses of the CIT section, para. 30). In an attempt to maximize the effectiveness of the performance of each of the tasks, training each of the members for few of the critical job elements will narrow their scope, thus purifying the task.
6. “Operating procedures” (Uses of the CIT section, para. 32). A systematic analysis of detailed facts on successes and failures helps improve the functionality of the operations. Projects carried out by the American Institute for Research provide evidence for the adequate and advantageous use of the CIT in relation to modifications that can be applied in order to avoid unwanted situations and to foster efficiency in emergencies.
7. “Equipment design” (Uses of the CIT section, para. 36). The collection of critical incidents might provide the tools for the improvement of the design of equipment. When it comes to the educational field, for instance, the application of the CIT could help improve the materials which are currently available for use in the classroom, and which are not always adequate for each of the situations different students are involved in; namely materials for state schools which relate to the students’ immediate needs and life context.
8. “Motivation and leadership” (Uses of the CIT section, para. 40). This technique can be used to provide a factual basis for the study of attitudes in different fields. It might help, for example, to raise awareness of prospective teacher’s decisions and choices as regards delving into this too often criticized career, what motivates them to do so and what roles they would be better at in the field.
9. “Counselling and psychotherapy”. Even though meetings in this area sometimes collect factual information as well, they mainly focus on the “impressions, opinions and reports of single cases” in the search for both the individual and the therapist’s procedures’ improvement (Uses of the CIT section, para. 43).
In summary, the systematic implementation of the CIT in different fields seems to be a great contribution to the evaluation of those being observed, as it will not only aid their superiors with obtaining a record of specific performance but it will also serve as a parameter for the eventual modifications in behaviours and related equipment. On balance, its application aims at enhancing the practices of every current or future member of the community of the discipline in question.
References
Fernández González, J., Elórtegui Escartín, N., & Medina Pérez, M. (2003). Los incidentes críticos en la formación y perfeccionamiento del profesorado de secundaria de ciencias de la naturaleza. Revista universitaria de Formación de Profesorado, 17(1). Zaragoza, España: Universidad de Zaragoza. Retrieved August 28, 2009, from http://redalyc.uaemex.mx/redalyc/src/inicio/ArtPdfRed.jsp?iCve=27417107
Flanagan, J. (1954). The critical incident technique. Psychological Bulletin, 51-4. Retrieved August 28, 2009, from http://www.apap.org/psycinfo/special/cit-article.pdf
Pintos, V. (2008). Unit 2: Personal narratives in teaching. Universidad CAECE: Buenos Aires, Argentina. Retrieved August 28, 2009, from http://caece.campusuniversidad.com.ar/mod/resource/view.php?id=2724