One technique to keep the session moving is called the critical incident technique. With this, there are three simple steps to follow. Recall a critical incident. Have the participant remember an event that happened in the past that went particularly badly. Describe the experience. Ask them to describe what happened, what went wrong, and why. Be sure to also ask how they felt at the time. Finally, ask what should have happened and what would have been ideal. This typically reveals their underlying needs and expectations of the experience.
