In the context of business analysis, elicitation is the practice of collecting information from stakeholders and other sources. Observation is a key elicitation technique where the business analyst (BA) actively watches how users interact with a system or how processes are carried out. This technique allows the BA to gather insights that might not be captured through direct inquiries, as people may not be aware of their own work habits or may not communicate them effectively. Observation can be particularly useful for identifying discrepancies between what people say they do and what they actually do, leading to a more accurate understanding of the current state and requirements.