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