Critical Incident Technique Research Articles

An exploratory study of critical incidents within public organizations during leadership change

Background Leadership changes within public organizations are often associated with achieving the organization’s vision. This exploratory study examines critical incidents and the anxiety experienced by the head of the department at the local government in the context of leadership change in the public organization. It explores anxiety, which has rarely been explored in connection with leadership change, especially with regard to public organizations and countries with a high-power distance culture. Thus, it comprehensively describes the sources, course, and consequences of anxiety due to leadership change. Methods Critical incident technique (CIT) was used to conduct analysis because of its suitability as a theoretical framework for the exploratory nature of this research. Data were obtained through in-depth interviews from 26 informants who served as heads of departments in cities. Results The findings revealed the causes, course, and consequence of the anxiety experienced in response to leadership change. Political choice, culture change, policy change, fear of loss, and unaccountable financing were identified as sources of anxiety. Anxiety manifested through negative, cognitive, and behavioral reactions. The consequences were divided into in-circle, out-circle, and ambivalence-circle participation. Conclusions High-power distance culture causes leaders to portray hegemony with boundaries that are difficult to access as well as appear more directive to strengthen control within the organization. The integrated model presented here (causes, course, and consequences of anxiety) is expected to enrich the integrated, modern, and emotional science through a functional account of the emotional approach. Cognitive and affective reactions have a two-way relationship, wherein emotion influences cognition and cognition elicits emotion.

Developing paradoxical and authentic leadership: qualitative evaluation of leadership development among hotel managers and hospitality management educators in Vietnam

ABSTRACT This study explores the effectiveness of leadership development (LD) in fostering paradoxical and authentic leader and leadership capabilities in hotel managers and hospitality management educators. Using a qualitative approach, the study evaluates how LD contributed to immediate and medium-term outcomes. The use of the Critical Incident Technique uncovered that the LD approaches enabled the growth in cognitive, affective and behavioural dimensions, contributing to elevated individual and collective leadership capacity. The study expands the literature on paradoxical and authentic leadership and deepens the understanding of how LD can support the growth of authenticity and balanced decision-making in the visitor economy to drive organisational performance.

Managing the co-creation of accessible and inclusive family recreation retail encounters: A critical incident analysis

Entertainment and recreation are pull factors for retail shopping malls and supercentres. For families in particular, recreation is a relevant part of their retail visits. However, families with children with disabilities (FCwD) continue to face access challenges in retail service environments. In this paper, we empirically explore how a value co-creation process undertaken with FCwD can enhance their perception of an accessible and inclusive family recreation retail visit. Our findings are based on a collaborative research project conducted in 2019 with a major shopping mall in the city of Barcelona, Spain. The methodology consisted of focus groups with stakeholders, ethnographic techniques and interviews with 20 FCwD using a constant comparative technique. The research design included two studies: Study 1, on the design of accessible and inclusive recreation retail encounters for FCwD, and Study 2, on the design of accessible and inclusive recreation retail encounters with FCwD. Using critical incident techniques (CIT), we found that the families perceived the recreation retail encounters in Study 2 to be more inclusive and accessible. From this research, we provide retail managers with recommendations for the successful design of inclusive family recreation retail opportunities in shopping malls.

Sharing the Leadership Space: Toward a Contextual Understanding of Shared Leadership Patterns in Organizational Teams

Over the past two decades, interest in collective approaches to leadership has grown, with recent viewpoints arguing that shared leadership (SL) is a more powerful predictor of performance than vertical leadership. Despite a surge in SL research, however, little is known about the patterns of leadership that emerge within teams, when members perform leadership collectively. The purpose of this article is to address this gap, by exploring how team members share the leadership space in different contexts. Adopting a longitudinal qualitative perspective, this article explores the predominant patterns of SL that emerged in five organizational teams in Ireland, over the period of a year. Grounded in social exchange theory, insights are gained through multiple case studies in authentic organizational settings, using critical incident technique, participant diaries, and semi-structured interviews. Significantly, the predominant patterns of SL which emerged were not the same in all contexts, and five distinct forms are identified including withdrawal, specialization, rotation, simultaneous enactment, and centralization of leadership behaviors. The findings advance our understanding of SL by identifying and connecting different forms of SL arrangements with underlying contextual and relational conditions.

Examining sedentary behaviours of adults with intellectual disabilities: A qualitative analysis.

Sedentary behaviours among adults with intellectual disabilities have not been well studied. A sedentary lifestyle puts adults with and without disabilities at high risk of developing health conditions and diseases. Current literature revealed few empirical studies on the benefits of reducing sedentary behaviours with respect to the health of adults with intellectual disabilities. This research explored the factors that helped or hindered sedentary behaviours of adults with intellectual disabilities in the Canadian population. Guided by the socio-ecological model, Critical Incident Technique (CIT) was conducted. Five adults with intellectual disabilities from the Province of Ontario were interviewed and 102 critical incidents were collected. Adults with intellectual disabilities identified personal and environmental related factors that led to increased sedentary behaviours; and revealed helpful factors and wish-lists of actions that decreased sedentary lifestyle. Findings may be useful when developing programs aimed to decrease prolonged periods of sedentary behaviours specific to this vulnerable population.

Why do dissatisfied consumers remain loyal? The role of switching barriers in online shopping

The existence of e-commerce has two sides of the coin for marketers. E-commerce can be very effective in marketing products or services. On the other hand, it also makes it easier for consumers to switch their choice to competing brands due to the ease of features in comparing prices and quality. Therefore, maintaining consumer satisfaction and dissatisfaction in the online shopping experience is very important for companies to retain their consumers. This study explores the relationship between dissatisfaction and switching behavior in e-commerce. The research was conducted qualitatively using the Critical Incident Technique (CIT) to achieve this goal. Informants in this study were consumers who experienced dissatisfaction when making online purchases in the last six months. The results show that even though consumers experience dissatisfaction, they persist in not switching behavior. The existence of switching barriers in online shopping in the form of ease of use of technology, time efficiency, convenience, and variety seeking are why consumers continue using e-commerce platforms even though they have experienced disappointing services.

The Influence of Liquid Collateral Types and Credit Processes Through Digital Marketing On Customer Decisions To Take Cash Collateral Credit at Bank ABC

This study aims to find out about the influence of the type of liquid collateral on the customer's decision to take Cash Collateral Credit and; The influence of the credit process through digital marketing on the customer's decision to take Cash Collateral Credit at Bank Jatim. As mentioned earlier, this research is a qualitative research framed using the CIT (Critical Incident Technique) method. It was found that CCC's outstanding did not grow significantly and was still far below 1% (one prosen) both in terms of total outstanding KYD (Credit Granted) and from total outstanding deposits.
 The fact that CCC's NoA did not grow significantly and is still further below 1% (one prosen) is both reviewed from the total NoA of KYD given and of the total NoA of deposits. Moreover, from Table 1.2, it can be seen that liquid-type collateral such as CCC at Bank Jatim seems less interested when compared to loans with non-liquid collateral.

Adapting feedback to the demands of teaching in diverse classrooms. Novel feedback concepts for preservice teachers during practicum

ABSTRACT During their practical training, feedback for preservice teachers should address the demands of diverse classrooms. Using the critical incident technique within a participatory research framework, this study investigated whether and how mentors adjust their feedback in this regard. Based on a sample of 33 preservice teachers and 46 mentor teachers in German primary and lower secondary education, the results indicate that although pupils’ differing prerequisites clearly presented challenges for preservice teachers, only part of the mentors referred in their feedback to these demands. Mentors who adapted their feedback referred to well-known methods for addressing differences in pupil performance and background and suggested specific novel strategies by specifying what is possible and expedient (or not) when pupils’ prerequisites and backgrounds differ. These methods were found to enhance preservice teachers’ self-efficacy and competencies in teaching diverse classes, and mutual diversity-oriented feedback also benefited mentors. In conclusion, the study identifies implications for feedback development.

Critical incidents as a strategy to enhance student teachers’ reflection about practice through immersive learning

ABSTRACT Critical incidents are unanticipated events (either positive or negative) that teachers may encounter during a lesson or other situation causing them to reflect on their approach and change accordingly. .Critical incidents have great potential for learning as they are vividly remembered and set the conditions for systematic reflection. However, despite the importance of the critical incident technique for professional learning in Initial Teacher Education (ITE), it is not generally used in teacher education programmes until the practicum stage when video-analysis is used. This study aims to analyse student teachers’ individual and group reflections regarding two cases recorded on video in Portugal and Spain. Under the context of an Erasmus research project entitled ‘Digital Practicum 3.0: Exploring Augmented Reality, Remote Classrooms, and Virtual Learning to enrich and expand preservice teacher education preparation (2020–1-ES01-KA226-HE - 096,120)’ two cohorts of 39 and 22 student teachers, respectively, reflected upon two critical incidents previously selected by the student teachers who had taught the two lessons that were video recorded. They had to watch the videos and analyse the incidents both in group discussion and individual reflection. Findings suggest that such a strategy is key to enhancing the development of critical reflection in Initial Teacher Education.

Use of telemedicine in general practice in Europe since the COVID-19 pandemic: A scoping review of patient and practitioner perspectives.

General practice is generally the first point of contact for patients presenting with COVID-19. Since the start of the COVID-19 pandemic general practitioners (GPs) across Europe have had to adopt to using telemedicine consultations in order to minimise the number of social contacts made. GPs had to balance two needs: preventing the spread of COVID-19, while providing their patients with regular care for other health issues. The aim of this study was to conduct a scoping review of the literature examining the use of telemedicine for delivering routine general practice care since the start of the pandemic from the perspectives of patients and practitioners. The six-stage framework developed by Arksey and O'Malley, with recommendations by Levac et al was used to review the existing literature. The study selection process was conducted according to the PRISMA Extension for Scoping Reviews guidelines. Braun and Clarke's' Thematic Analysis' approach was used to interpret data. A total of eighteen studies across nine countries were included in the review. Thirteen studies explored the practitioner perspective of the use of telemedicine in general practice since the COVID-19 pandemic, while five studies looked at the patient perspective. The types of studies included were: qualitative studies, literature reviews, a systematic review, observational studies, quantitative studies, Critical incident technique study, and surveys employing both closed and open styled questions. Key themes identified related to the patient/ practitioner experience and knowledge of using telemedicine, patient/ practitioner levels of satisfaction, GP collaboration, nature of workload, and suitability of consultations for telemedicine. The nature of general practice was radically changed during the COVID-19 pandemic. Certain patient groups and areas of clinical and administrative work were identified as having performed well, if not better, by using telemedicine. Our findings suggest a level of acceptability and satisfaction of telemedicine by GPs and patients during the pandemic; however, further research is warranted in this area.

How do human resource managers make sense of their work? A study of changing work meaningfulness using the critical incident technique

ABSTRACT Despite the meaningfulness of one’s work being of crucial professional and personal importance, in HRD, it remains understudied. Employing narrative interviews, this research retrospectively explores the formation and transformation of the process of work’s meaningfulness. A sensemaking approach and the critical incident technique were applied. The data, collected during interviews with 16 HR managers, consisted of 37 critical incidents. This research contributes to the understanding of the dilemma of meaningfulness’ dual nature by showing how work meaningfulness can change through an exploration of the role of meaning mechanisms in the experience and dynamic formation of meaningful work. Furthermore, it augments our knowledge about how ambivalent, complex, and critical situations affect their work as meaningful. It presents possible scenarios and phases of this process. It also shows how a critical situation can lead to a re-evaluation of the sources of meaningfulness. It explores how the ambivalence and ambiguity inherent in HR managers’ role affects the meaningfulness of their work. The practical implication of the findings emphasises HRD professionals’ responsibility to monitor the extent to which employees experience their work to be meaningful and to intervene as needed, while the methodological implication is a further distinction between sensemaking and meaningfulness-making processes.

Why do startups fail? A core competency deficit model.

A growing body of work aims to explore the reasons behind startup failures. However, there is a need for integrative approaches organized around conceptual frameworks to avoid fragmented and perplexing knowledge about these reasons. To our knowledge, no previous research has systematically investigated the role of competency deficits in startup failures, a crucial element of these failures. In our study, we adapted Spencer's behavioral competence model specifically for startups to identify the competencies within startup teams that, according to their Chief Executive Officers, contributed to their downfall. Three coders meticulously analyzed 50 online accounts of startup failures using a modified Critical Incident Technique. This analysis revealed two prominent competency deficits as pivotal determinants of these startups' outcomes: information-seeking and customer service orientation. Additionally, deficits in technical expertise, analytical thinking, and flexibility emerged as significant factors contributing to these failures. The competency deficits identified in this study offer focal points for evaluating and enhancing startup teams, thereby helping to prevent failure.

Nurses' priority-setting for older nursing home residents during COVID-19.

Ethical principles behind prioritization in healthcare are continuously relevant. However, applying ethical principles during times of increased need, such as during the COVID-19 pandemic, is challenging. Also, little is known about nursing home nurses' prioritizations in their work to achieve well-being and health for nursing home residents. The aim of this study was to explore nursing home nurses' priority-setting for older nursing home residents in Sweden during the COVID-19 pandemic. We conducted a qualitative interview study. Data were collected through in-depth interviews (retrospective self-reports) between February and May 2021 with 21 nursing home nurses. To help respondents to recall their memories, we used the critical incident technique (CIT). We analyzed data within the theoretical framework and the methodological orientation of content analysis. Written and verbal consent was obtained before the interviews, and information was given to participants informing them that participation was entirely voluntary. The Swedish Ethical Review Agency gave an advisory opinion stating that there were no ethical objections to the research project (Dnr. 2020-05649). We identified an overarching theme-nursing home nurses struggling on multiple fronts, "just do it"-and seven categories: striving for survival and caring about a dignified death; responding sensitively to relatives' expectations; ranking the urgency of needed care; responding to input from different actors; combating the spread of infection in unconventional ways; taking the lead and doing what is required; and following the ideals of person-centered nursing. Nurses' priority-setting for older nursing homes residents during the COVID-19 pandemic meant strain and struggle. In some cases, nurses had taken responsibility for priorities falling outside their statutory powers. Different demands and interests affected nurses' priorities. Nursing home nurses need organizational and managerial support to prioritize.

Safety on the ground: using critical incident technique to explore the factors influencing medical registrars’ provision of safe care

BackgroundAvoidable patient harm in hospitals is common, and doctors in training can provide underused but crucial insights into the influencers of patient safety as those working ‘on the ground’ within...

Challenges in patient-centered germline testing delivery for veterans with advanced prostate cancer (APC).

71 Background: In a quest to tailor care to tumor biology, oncologists now offer germline testing to all patients with APC. We explored the degree to which germline testing decisions reflect patient preferences about potential benefits and harms discussed by oncologists. Methods: We conducted a prospective qualitative study of consecutive patients with APC who were offered germline testing at an oncology visit at the San Francisco VA. We audio-recorded visits and conducted semi-structured interviews using a theory-informed guide with patients after their visit to understand their decision-making process for germline testing. We analyzed the interviews using the Critical Incident Technique to identify positive or negative deviations from well-informed, preference-based decisions. We also reviewed consent documentation in the electronic health record. Results: Of 61 patients approached, 30 completed interviews after their germline testing discussion. Mean age was 75y; 19 (63%) were White, 9 (30%) Black, and 2 (6%) Other race; and 13 (43%) were service-connected for APC. Twenty-six (87%) patients consented to germline testing; the primary reasons were altruistic (to help family and contribute to knowledge). Four patients (13%) declined testing, all primarily due to the fear of potential loss or reduction of service-connected benefits. All four patients reported they would reconsider testing if assured that these benefits would be protected regardless of test results. Of the four patients, two had initially consented to testing with their oncologist but later changed their minds and did not notify anyone. The two patients received germline testing when they underwent PSA testing, but they were not aware that they had germline testing performed. Both had negative test results, and they therefore did not experience threats to their service-connected benefits. Conclusions: Some Veterans with service-connected benefits for APC decline germline testing due to the fear of potential loss or reduction of these benefits, thereby foregoing potential treatment benefits. An advisory board is working with the Veterans Benefits Administration to protect service-connected benefits for these Veterans. In addition, a few Veterans may agree to germline testing with their oncologist, but then change their minds due to concerns surrounding service-connected benefits. From a quality improvement perspective, the experiences of the patients in this study who changed their minds counts as a near-miss. Although uptake of germline testing was high in this cohort, current workflows may need to be addressed to account for a change of heart, and further research is needed to understand root causes and identify possible remedies of the near-misses. Overall, our findings illustrate the importance of informed consent for germline testing to ensure that results are desired and valued by both oncologist and patient.

Should the existing science of teams be applied to fluid teams? An exploration of fluid team effectiveness within the context of healthcare simulation.

Fluid teams have become increasingly prevalent and necessary for modern-day issues, yet they differ from more traditional teams, on which much of the current teams literature is based. For example, fluid teams are often comprised of members from different disciplines or organizational divisions who do not have a shared history or future, as they come together to perform a critical, time-sensitive task, and then disband. For these reasons, the mechanisms through which they function and perform may differ from those of more traditional teams, and research is needed to better understand these differences. To this end, this study utilized critical incident techniques and thematic analysis to examine fluid teams within healthcare, one of the primary contexts in which they are prevalent. Interdisciplinary faculty and students in the medical field who encounter fluid teams within simulation-based education were prompted to reflect on key factors that facilitate or hinder fluid team effectiveness. Primary themes extracted pertained to the conditions fluid teams operate within (e.g., high-stress), the behaviors and emergent states that contribute to their success (e.g., communication), and the KSAO's of value for members of fluid teams to possess (e.g., readiness). These themes were then compared to existing literature, yielding the identification of some similarities but also many important differences between fluid and traditional teams. A series of practical recommendations for how to promote fluid team effectiveness is then presented.

Career Development of Working Mothers: Helping and Hindering Factors in Doing Well in light of the COVID-19 Pandemic

Women’s career development amid the COVID-19 pandemic suggests that we may be facing a ‘female recession’, where women are at significantly increased risk for dropping out of the workforce with the gender gap in the workplace likely to grow. However, the pandemic may have presented opportunities for working mothers to engage creatively in personal career decisions due to increased opportunities to work flexibly and pivot in a very quickly changing labour market. This qualitative study used the enhanced critical incident technique to explore the intersection of working mothers and career development considering the COVID-19 pandemic. Participants for this study were a sample of 18 working mothers in North America and Australia. Key factors that were identified as helping women do well in their career development during COVID-19 included: Supportive workplaces, social support, personal protective factors, job market factors, and resources (predominantly financial). Hindering factors to working mothers’ career development included: workplace challenges, family challenges, personal stressors, job market factors, COVID-19 mandates and restrictions, and childcare. The findings from this study help elucidate factors that contribute to a meaningful and productive career so that clinicians and other professionals can support, advocate, and encourage women who remain working during motherhood.

Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

PurposeThis study aims to identify the irritating aspects in the mall environment that impact shoppers with disability and explore the opportunities to design inclusive mall environments.Design/methodology/approachA mixed-methods design was used in which data collected using a survey (n = 1,434 shoppers with and without disability) were analyzed by structural equation modeling (SEM) and repeated-measures two-way ANOVA. In addition, qualitative data were obtained from critical incident technique (CIT) stories (n = 521) from shoppers with and without disability.FindingsMall environmental irritants evoke feelings of irritation that mediate the impacts of “inconvenient ambient conditions,” “the annoying socialscape” and “overwhelming design and atmospherics” on decreased mall-visit frequency. Compared with shoppers without disability, shoppers with disability suffer more from these irritating aspects of the mall environment, as evidenced by significantly greater high-activation unpleasant emotions. The “poor access and accessibility” category of irritants mainly affects the mall experiences of shoppers with disability.Practical implicationsBased on the findings, this study offers spatial-, temporal-, social-, material- and virtual-oriented recommendations for the design of inclusive retail spaces. The authors suggest that people with disability have a unique “lived experience” perspective on retail environments and that solutions should be co-created based on ongoing consultations with shoppers and employees with disability.Originality/valueTo the best of the authors’ knowledge, this study offers the first systematic, comprehensive comparison of the impact of environmental irritants on shoppers with and without disability and extends the literature on irritating aspects of retail environments from individual stores to malls.

Exploring critical incidents technique on social justice themes with Brazilian physical education teacher-researchers

This research is qualitatively oriented and aims to analyze themes of social justice—according to the methodology proposed by the international project EduHealth—based on critical incidents in physical education classes. The incidents have been identified by six physical education teacher-researchers who produced vignettes from the situations. Three of them are Master’s students from the Postgraduate Program in Physical Education at the Federal University of Rio Grande do Norte (PPGEF-UFRN) and three are from the Professional Postgraduate Program in Physical Education in National Network at the Federal University of Ceará (ProEF-UFC). Both universities are located in the Northeastern region of Brazil. Findings point to themes related to gender inequality, trans invisibility and/or homophobia, socioeconomic inequalities, reflective-critical issues about democracy and social inclusion, the struggle for social rights, bullying, religions and empathy, intellectual and physical disabilities, diversity, identity, and low self-esteem. A critical education based on social justice is essential in facing the analyzed situations. In conclusion, the notion of social justice can help to promote the knowledge that teacher-researchers mobilize to teach physical education’s thematic subjects in a contextualized and engaged way. This perspective helps to understand the privileges and unjust power relations present in Brazilian society, pointing out subsidies for reflection and deepening of the teaching and learning processes.

Challenges to well-being in critical care.

Paediatric critical care (PCC) is a high-pressure working environment. Staff experience high levels of burnout, symptoms of post-traumatic stress, and moral distress. To understand challenges to workplace well-being in PCC to help inform the development of staff interventions to improve and maintain well-being. The Enhanced Critical Incident Technique (ECIT) was used. ECIT encompasses semi-structured interviews and thematic analysis. We identified 'critical incidents', challenges to well-being, categorized them in a meaningful way, and identified factors which helped and hindered in those moments. Fifty-three nurses and doctors from a large UK quaternary PCC unit were consented to take part. Themes generated are: Context of working in PCC, which examined staff's experiences of working in PCC generally and during COVID-19; Patient care and moral distress explored significant challenges to well-being faced by staff caring for increasingly complex and chronically ill patients; Teamwork and leadership demonstrated the importance of team-belonging and clear leadership; Changing workforce explored the impact of staffing shortages and the ageing workforce on well-being; and Satisfying basic human needs, which identified absences in basic requirements of food and rest. Staff's experiential accounts demonstrated a clear need for psychologically informed environments to enable the sharing of vulnerabilities, foster support, and maintain workplace well-being. Themes resonated with the self-determination theory and Maslow's hierarchy of needs, which outline requirements for fulfilment (self-actualization). Well-being interventions must be informed by psychological theory and evidence. Recommendations are flexible rostering, advanced communication training, psychologically-informed support, supervision/mentoring training, adequate accommodation and hot food. Investment is required to develop successful interventions to improve workplace well-being.