Critical Incident Analysis Report: University Internship Experience

This report is a critical incident analysis detailing a student's internship experience at the Naked Duck Mascot cafe. The student, working as a waiter, recounts a situation where a customer's order could not be fulfilled immediately due to the chef's unavailability. The student's quick thinking and innovative solution involved organizing a talent showcase to entertain the customers, diverting their attention, and preventing a negative outcome. The analysis highlights the student's leadership potential, problem-solving abilities, and capacity for creative thinking. The report also includes a self-reflection on the incident, identifying areas for improvement such as managing panic and enhancing leadership skills through future training. Finally, the student outlines three career goals focused on creativity, leadership, and effective problem-solving, aiming to leverage this experience for future professional development and career advancement.

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

1
CRITICAL INCIDENT ANALYSIS
For the past two months, I had been an intern at the Naked Duck Mascot. I had been
hired as a waiter in that cafe. During this time, I had managed to perform a task that I thought
I could never do properly. The task involved multi-tasking taking into consideration the
interests of the customers and the cafe. A customer by the name of Mr Fleming had come to
the cafe and enquired about the best dish that is prepared. I had provided him with the
specials and the customer ordered a healthy meal from it. However, the chef responsible for
making the food was unavailable due to some urgent work at the time. Hence, this caused a
dilemma, as the particular dish was a speciality of this chef. The reason for choosing this
incident was to underline my innovative and quick thinking nature. My leadership prospects
also came into focus due to the incident.
I had to stall the customer as word was sent out for the return of the chef. However, it
is known that customers tend to leave if they are not served at the right time. Hence, being the
waiter of that particular table I needed to ensure that the attention of the customer is diverted
from the time. To perform this I was nervous since it was a big step. I had to put all my
imagination into ensuring that the customer remains satisfied. At the same time, I had to
ensure that I get to motivate other waiters to join me in entertaining all the customers at the
place. My thought evolved from nervousness to anxiety, as I had to play the main role in this.
Hence, I announced that customers are welcome to show off their talents at the stage
provided by the cafe.
My actions prevented embarrassment, as Mr Fleming was engrossed with the talents
present at the cafe floor. More so I even managed to convince Mr Fleming to join the fun and
perform some stage show to keep the other guests entertained. This prevented him from being
conscious about the time and subsequently, the unavailability of the chef was mitigated. The
work practices of Naked Duck Mascot enables that employees can have some fun during the
time of work. Hence, keeping this in mind, I started the innovation of the concept of talent

2
CRITICAL INCIDENT ANALYSIS
showcase while enjoying the dinner. I even managed to lead the other waiters into joining in
the fun. This highlights my leadership attributes and my ability to make clean and smart
communication. I had to encourage a floor full of hungry people to perform and distract one
customer discreetly from the situation at hand. My actions helped the cafe to avoid a
disastrous situation and instead get a good review from the customers.
The outcome of this incident was that the customers were satisfied due to the service
provided. However, it also resulted for the managers to remain aware of the work delegated
by them to the cafe staffs. This can be considered as a close shave partly due to my presence
of mind and partly because the chef did not go far enough. While undertaking such decisions,
I learned that I could lead and inspire people to obey and respect me. My creativity and quick
thinking attribute can make me an asset to any organisation. However, in future, I need to
think positively and reduce my panic state. At the initial realisation of the situation, I
panicked that almost made it impossible to control the situation. I would also like to enhance
my leadership skills so that I can continue to inspire people and help them make better
decisions in the future.
In future, I would like to take up a training course on leadership to enhance my
abilities. I need to be prepared for any type of situation that is presented in front of me. I also
need to believe in myself and stop doubting my abilities to be creative. Hence, I need to
develop three goals while working at a professional level. These goals include finding ways
to be creative and apply it, lead people whenever required and provide prompt yet effective
solutions to situations that demand emergency solving. These goals can help me to remain
focused and help me to develop in my career. After the end of the internship, I can use this
experience to ensure that I get a good job in which I can learn to enhance my skills and apply
them in different situations.