Throughout my internship placement at Pantry 29, I faced a critical incident that significantly impacted my professional identity. I was surprised when I received a negative review/feedback from a customer regarding an Instagram post I shared on Pantry 29’s page. The post involved a light-hearted comment in the post’s caption about our vegan range of food at Pantry 29. However, the customer found the post offensive, insensitive and unprofessional and resorted to conversing with my manager. 

Initially, I viewed the situation with a mix of surprise and defensiveness. I believed the post was light-hearted and meant to engage our audience with humour. My intention was never to offend anyone, only to experiment with different social media marketing techniques, such as humour. My perspective was that the customer had misunderstood my intentions and overreacted. 

I had made several assumptions in this situation: 

Upon reflection, I realised that there were alternative interpretations of the situation. Customers might have a deeply personal connection to veganism, making them particularly sensitive to related content. They might have interpreted the post differently due to cultural or personal factors. I know little about veganism and should avoid commenting on it without further education. 

In hindsight, I could have taken several actions that might have been more helpful. Instead of immediately defending the post, I could have acknowledged the customer's concerns and expressed regret that they found it offensive. I could have initiated a private conversation to understand their perspective better and offer a more personalised response.

If faced with a similar situation in the future, I would:

1. Empathise and Acknowledge: Begin by empathising with the customer's feelings and acknowledging their concerns, even if I believe the content was meant to be lighthearted.

2. Private Communication: Initiate a private conversation to better understand their perspective and explore possible resolutions.

3. Review Content: Review our content more critically to ensure it aligns with our audience's sensitivities, particularly on topics like veganism.

This critical incident had a profound impact on my professional identity. It taught me the importance of being mindful of diverse perspectives and sensitivities, even in lighthearted content. It also made me aware of the need for effective conflict resolution and empathetic communication in the face of negative feedback.

To enhance my skills and knowledge in handling such situations, I would consider the following CPD options:

1. Communication Skills Training: Enrol in a training program focusing on effective online communication and conflict resolution. 

1. Communication Skills Training: Enrol in a training program that focuses on effective online communication and conflict resolution.https://pdtraining.com.au/courses/communication-skills-workplace-training-courses-are-delivered-by-pdtrainings-communication-skills-training-specialists-in-brisbane-sydney-melbourne-adelaide-and-australia-wide
Duration: 1 day
Cost: $0
2. Diversity and Inclusion Workshop: Attend a workshop that enhances diversity and inclusion sensitivity, helping me navigate diverse perspectives and avoid unintentional offence. https://courses.etrainu.com/course/cultural-awareness
Duration: 5 Hours
Cost: $125
3. Ethical Social Media Course: Take a course that explores social media marketing ethics, focusing on sensitive topics and audience engagement. https://www.coursera.org/learn/ethical-social-mediaDuration: 3 WeeksCost: $0

This critical incident was a valuable lesson in understanding the impact of our actions on diverse audiences and the importance of empathy and effective communication in managing such situations. My professional identity now includes a commitment to continuous growth and a heightened awareness of the responsibility that comes with managing online content.

 Importance: Effective leadership is paramount in the food service industry. It involves inspiring and guiding a team toward common goals, making critical decisions, and fostering a positive work environment.

Relevance: My supervisor demonstrated strong leadership skills, aligning with the Situational Leadership Theory (SLT) (BLANK et al, 1990). They adapted their leadership style based on the readiness level of team members. For instance, they set clear expectations, provided guidance, and promoted a collaborative space. Catering to myself in my SM role and other coworkers in theirs. 

Importance: Clear and efficient communication is fundamental in managing a restaurant. It involves conveying instructions, receiving feedback, and ensuring everyone understands their roles.

 Relevance: My supervisor excelled in communication, which aligns with the Communication Accommodation Theory (Dragojevic et al; 2015). They maintained an open-door policy, encouraging team members and me to voice our ideas and concerns accommodating different communication styles within the team. 

Importance: Efficient time management is critical in the marketing/hospitality industry, which aligns with Time Management Theory. It includes scheduling, ensuring timely preparation, and meeting customer expectations.

 Relevance: My supervisor demonstrated excellent time management skills by creating shift schedules that optimised staff availability and workload and balancing my social media work and regular shifts. This proactive approach ensured that Pantry ran smoothly during peak hours and that customer expectations were consistently met whilst still balancing marketing duties.

Importance: Conflicts can arise in any workplace. A skilled manager should be adept at resolving disputes among team members and maintaining a smooth sailing-work environment.

Relevance: My supervisor's conflict resolution approach aligns with the Conflict Resolution Theory (Hansen, 2008). They encouraged open discussions, addressing any issues and concerns promptly, and used strategies to find solutions. Any issues or confrontations with customers (for example my critical incident) were resolved swiftly. This approach contributed to a more harmonious work environment.

Importance: The Hospitality/marketing industry is subject to rapid changes, including shifts in customer preferences and market trends. Managers must adapt to these changes to remain competitive, which aligns with the Adaptive Leadership Theory (DeRue, 2011).

Relevance: My supervisor demonstrated adaptability by quickly adjusting the menu to accommodate dietary trends like the Paleo diet and advertising a social media post. This aligns with adaptive leadership, where leaders are responsive to external changes.

6. Team Building:

Importance: A cohesive and motivated team is essential for any business's success, aligning with the Tuckman Theory (FreshBooks, 2021). Managers should foster team spirit, provide training, and recognise achievements.

Relevance: My supervisor promoted team building through various conversations and group messages, often asking advice from other coworkers about their opinions on social media posts. This makes the team feel a sense of place and involvement, creating a cohesive work environment which is in line with team-building principles.

7. Ethical Leadership:

Importance: Ethical leadership involves making morally sound decisions and setting an example for the team, which aligns with Ethical Leadership Theory (Mendonca et al;, 2006). It builds trust and reputation.

Relevance: My supervisor exhibited ethical leadership by ensuring fair treatment of employees, maintaining a positive presence online, and adhering to environmental sustainability practices. This ethical approach upheld the restaurant's reputation and employee morale.

8. Strategic Thinking:

Importance: Managers should think strategically to set long-term goals growth plans, and anticipate industry changes, which aligns with Strategic Management Theory (Hill et al, 2014).

Relevance: My supervisor engaged in strategic thinking by developing numerous marketing strategies with me to expand the cafe's reach and explore expansion opportunities. This strategic approach is consistent with strategic management principles, ensuring the cafe's long-term success.

My supervisor at Pantry 29 possessed many essential management skills and qualities required for success in the marketing/hospitality industry, as clear by their actions and decisions linked to relevant management and leadership theories. Their leadership, communication, and ability to adapt to changing circumstances were particularly notable. While there is always room for improvement, their management style positively influenced my professional development and provided valuable insights into the industry's responsibilities as a manager.

1. Internship Position/Duties: I have added my internship position as a Marketing Intern at Pantry 29, along with a brief description of my key responsibilities and achievements during the placement.

2. Professional Associations/Groups: I joined relevant professional associations and groups related to the food service and marketing industries to stay connected and updated with industry trends and networking opportunities.

3. Written Recommendation for Supervisor: I requested and received a written recommendation from my supervisor, highlighting my contributions and skills during the internship.

4. Email Request for Supervisor's Recommendation: I sent an email request to my supervisor asking them to add the recommendation they provided to my LinkedIn profile.

These updates enhance my LinkedIn profile's credibility and reflect my commitment to professional growth and networking in the social media industry.

BLANK, W., GREEN, S.G. and WEITZEL, J.R. (1990). A TEST OF THE SITUATIONAL LEADERSHIP THEORY. Personnel Psychology, 43(3), pp.579–597. doi:https://doi.org/10.1111/j.1744-6570.1990.tb02397.x.

Dragojevic, M., Gasiorek, J. and Giles, H. (2015). Communication Accommodation Theory. The International Encyclopedia of Interpersonal Communication, pp.1–21. doi:https://doi.org/10.1002/9781118540190.wbeic006.

DeRue, D.S. (2011). Adaptive leadership theory: Leading and following as a complex adaptive process. Research in Organizational Behavior, 31(31), pp.125–150. doi:https://doi.org/10.1016/j.riob.2011.09.007.

Ethical+Leadership+Theory&ots=vneRl-3e0g&sig=Ey7vmTcHQ-Upqao-NQa-vMKOAOI#v=onepage&q=Ethical%20Leadership%20Theory&f=false 

Hill, C.W.L., Jones, G.R. and Schilling, M.A. (2014). Strategic Management: Theory: An Integrated Approach. [online] Google Books. Cengage Learning. Available at: https://books.google.com.au/books?hl=en&lr=&id=_MKiAgAAQBAJ&oi=fnd&pg=PP1&dq=strategic+management+theory&ots=I7IybfIrP3&sig=gVBfbGWCxwdZtA02bAooWGdzn_8#v=onepage&q=strategic%20management%20theory&f=false 

FreshBooks (2021). Tuckman’s Theory: Five Stages of Team Development. [online] FreshBooks. Available at: https://www.freshbooks.com/hub/other/tuckmans-theory.

Hansen, T. (2008). Critical conflict resolution theory and practice. Conflict Resolution Quarterly, 25(4), pp.403–427. doi:https://doi.org/10.1002/crq.215.

Mendonca, M. and Kanungo, R. (2006). Ethical Leadership. [online] Google Books. McGraw-Hill Education (UK). Available at: https://books.google.com.au/books?hl=en&lr=&id=TScwwcJrA4QC&oi=fnd&pg=PP

TheKnowledgeAcademy (n.d.). Time Management Theories: All You Need To Know About. [online] www.theknowledgeacademy.com. Available at: https://www.theknowledgeacademy.com/blog/time-management-theories/.

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