Critical incident technique: a learning intervention for organizational problem solving

Abstract

PurposeThis article promotes the versatility and usefulness of critical incident technique (CIT) as a method for addressing organizational problems and challenges.Design/methodology/approachA 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 implicationsCIT is a practical tool that can be used by organizational members to resolve a diverse range of issues across any industry.Originality/valueCIT 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.