Leadership and Change Management in Subway: A Critical Incident Analysis

Leadership

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................2
Leadership skills..........................................................................................................................2
Change management...................................................................................................................4
CONCLUSION................................................................................................................................6
Appendix.....................................................................................................................................7
References:.....................................................................................................................................10

INTRODUCTION
Skills are the ability to do something well. These skills can be the academic and the professional
skills. Academic skills are the skills that are developed by students to develop a range of
academic and employability opportunities including critical thinking. Professional skills are the
ability gained by the people for the workplace beneficial for jobs(Alvesson and Einola, 2019). In
this report, my experiences as a supervisor in the company 'Subway' as an intern was explained.
The critical incidents happened with me in the company were also made known in this report.
How those incidents effected me as a person and how those critical situations were important for
me to develop some very keen skills and qualities for my performance improvement were also
understood. In this report the incidents were evaluated in relation to two theories. These theories
will be explained below in detail including its meaning and definition and how it helped me. The
challenges I faced while gaining this development quality will also covered. Then the second
theory will also be learned in the same way and the need of those and the challenges I faced will
also be understood. Then the report conducted will be concluded by the facts of the learning
from these incidents and what are the areas I have to improve on. As a supervisor a I had to deal
with people and the take care of the responsibilities of those people and keep track of their
performances to make sure that the company is being productive because of them. My work was
to manage and supervise the restaurant franchise and its workforce. One of the critical incident
that occurred there was the fights between the employees which was consistent throughout my
presence in my beginning stages. These fights were initiated through small arguments and ended
up being a big fight which also involved the customers at some point. This type of critical
situation should not have happened under my watch as it ended up ruining the reputation of our
franchise and in turn our whole company. The company will be held responsible and the
management is likely to make me responsible for the nuisance that was created in the premises.
The reason of this incident to take place could be lack of leadership from mine and my peer's
sides. Also the lack of experience from my side could be the reason for the bad supervision. It
could also be possible that the structure of the working could not be beneficial for the employees
present there and there could be a requirement of change in the organisations culture that would
be able to make the employees less stressed and more enjoyable. Another critical situation that I
was in when present in the company 'Subway' as a supervisor is the lack of customer satisfaction
which was noticed only after observing the routines of the people for few weeks. I understood
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that it wasn't something that the employees were forcefully doing but was a doing of the culture
that the employees and the management were just dependent upon. I, as a supervisor, also felt
responsible for those things and felt that there was need for better leadership in the company and
there was a requirement for change implementation so that the company improves there
performance and the problem of customer satisfaction gets resolved soon. It is to be noticed that
the company performance is very dependant upon whether the employees are disciplined and
well coordinated with each other and if the customers are getting fully satisfied by the restaurant
itself. These critical incidents were also followed by many other challenges that were to be in
consideration for the better learning and improvement for me in the organisation and as a person.
The critical incidents were also a reason why our company 'Subway' was giving in less profits
since few time and the reputation among the people around our workplace were
decreasing(Diklic, 2018). Even some of the loyal customers were starting to try new places since
they were not happy with those situations that happened under my supervision. These things
were also a learning for me as a mode of analysis of my performance.
MAIN BODY
There has been few skills that I developed after being in the critical situations that I was in as a
supervisor. These also involved the academic and the professional skill development strategies
which I developed through my working. These skill development were necessary for me to
develop through time as these were required to be understood for my professional development.
The skills that I gained through these critical times were also important for me in my personal
life as these were almost necessary in daily lifestyle. One of the skill that is important for me and
have learned from the critical situation is the Leadership skill.
Leadership skills
Leadership is the action of leading people. These people could be a group of teams or an whole
organisation. A good leader is very needful to complete the proper teamwork and produce the
best outcome possible. Leadership skills are one of the most important skills needed if someone
wants to lead a group of people. These group could be an organisation or even a soccer team.
According to the author W.C.H Prentise, the Leadership is the accomplishment of a goal through
someone's direction which could be person's influence(Dzwigol, and et.al., 2019) . A good leader
may or may not even show power but still could be influential enough that the people he is
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