Critical Incident Analysis Report: Naked Duck Mascot Incident

This critical incident analysis details a situation where a waiter at the Naked Duck Mascot restaurant responded to a customer's sudden health issue. The report outlines the incident, including the customer choking and coughing up blood, and the waiter's actions, such as calling for medical assistance. It highlights the waiter's emotional response, the application of leadership skills in guiding other staff, and the positive outcome of the incident, which led to improved food quality checks. The analysis reflects on the waiter's learning experience, including the need to remain calm, improve emergency response skills, and develop workplace goals related to promptness, adherence to regulations, and guidance for service users. The report underscores the importance of prioritizing customer health and safety in the service industry.

Running head: CRITICAL INCIDENT ANALYSIS
Critical Incident Analysis
Name of Student
Name of University
Author Note

1
CRITICAL INCIDENT ANALYSIS
I had been working as a waiter in Naked Duck Mascot for over 4 months now. During
this time, I had encountered a situation that dealt with being worried about the health of a
service user. This is mainly because the service user had a heavy dinner during the visit at the
cafe. The incident took place at the cafe where Mr Leon was dining with his family. His
family members were worried about the sudden change in health status. Mr Leon was fit
during the whole day and even before taking the dinner but the condition started to
deteriorate slowly as he began consumption of his food. My role, in this case, was to ensure
that proper medical treatment is provided to Mr Leon before things got out of hand. I have
chosen to focus on this incident as it demonstrates the nature by which I had handled the
situation. The calmness and the precision that I showed during this time was something that I
am proud of in my professional journey so far.
However, during the time of the incident, I was nervous, as I had never seen
something like this before. Mr Leon is a 70-year old man and a slight change in habit can be
crucial for his health. Before the dinner, Mr Leon seemed to be fine, however, during the
dinner he started chocking on the food and his son came forward to ask me for my help . I
found that Mr Leon was having troubles in breathing and was ill-tempered due to the
uneasiness that he felt. This made me fear for the health of the person as being unable to
breathe can lead to severe damages to the lungs. My emotion slowly reached great heights
when he started coughing out blood on the floor. It is at this time that I decided to act
impulsively and call upon the nearest medical examiner present in the vicinity.
My actions prevented excessive deterioration of the condition of Mr Leon. The
promptness with which the doctors appeared helped in stabilising the situation. In this regard,
I can say that the work practices of Naked Duck Mascot are simple and focus on providing
quick service to the users. Without any delay in proceedings and further questions, I was
granted permission to perform the required actions. I learned the practical use of the theories

2
CRITICAL INCIDENT ANALYSIS
related to leadership, as I had to lead a few waiters to help me in this task. A combined effort
by the waiters helped in securing the condition of Mr Leon. The leadership theory can be
related to this incident as the other waiters along with the family members needed proper
guidance in making thoughtful decisions. Hence, I managed to use this theory was used to
practical effect.
The outcome of this incident was that the managers were engaged to check the quality
of food served at the restaurant. The ingredients used and the utensils in which they are
served were scrutinised properly to ensure that no harmful components were present when
the food was being served. Based on this it can be said that the incident poses questions about
the goals that need to be set at a workplace. In service industries such as Naked Duck Mascot,
the focus needs to be maintaining the health of the customers. Hence, precautions need to be
taken to ensure that the customers are not served poor quality of food. After this incident, I
had learned that I am extremely nervous at an initial stage of witnessing a person suffering
from health issues. However, I get to clear my mind and think positively once the situation
has been analysed. I can inspire people to obey me and lead them into taking proper
decisions. In future, I need to learn about the ways to remain calm in every situation and
provide quick solutions.
In the future, I would like to provide myself with training about ways to provide
medical advice in such conditions. I need to equip my dormitory with basic medicines and
kits so that I can use it during emergencies. In this regard, I can say that I need to develop
three goals related to workplace behaviours and practises. These goals include prompt
response to emergencies, obeying the rules and laws of the organisation and providing proper
guidance to the users about the services that they may receive in the cafe. This can help me
develop my talents and ensure that I have a prolonged career as a waiter. Such response to
emergencies can test my ability to make judgements and provide relevant solutions.