Critical Incident Report #2

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Management Roles & Skills

Focus on the area in which you are working; do not try to define the entire organization.

- Are you involved in management or supervision in this organization? If so, who reports to you, and what is your role in managing them? Who do you report to, and what is that individual's role?

- What skills make you, your manager/supervisor, and your boss's boss well-suited to the role? If any of these individuals is not well-suited to the task, what skills do they lack or need to improve? (You do not have to use individuals' names, but do make it clear what functional role each plays and where that person falls in the hierarchy of the organization)

Communication Process(es) and Effectiveness

This can be based on a single observation of particularly good or bad communication, or you may want to comment on the overall processes used and how well they work in your organization.

Decision-Making Processes

Again, this may reflect what you have seen in a particular instance or your observation of a pattern. Be specific; don't say, “So-and-so makes good/bad decisions.” Why are the decisions good (or bad)? Why are the decisions readily adopted or do they routinely meet resistance (and does this tie back to something you observed about communication processes?)

Conflict Management/Human Relations

Although this can be based on a pattern of observed behavior, you may find it more meaningful if you choose a specific incident and really think about what you observed about the parties involved. What roles did they adopt? Did all the players recognize what was at stake for the others? Would you have handled the situation in a similar manner?

Time & Stress Management

These two topics can be approached from your personal perspective (a good opportunity to think about how well you handle stress and what you might do to reduce your stress level); they can reflect your observations about a specific incident or personality in the organization, or they might consider how well the organization itself manages or exacerbates employee stress. Is time management a strength of the managers, or does poor planning generate a consistent series of crises?

Legal Form (proprietorship, LLC, etc.) and Structure of Your Organization

In addition to reporting the legal form of the business, you may include a simple org chart (if you are part of a large organization, focus on your local unit).

- Is the structure flat, pyramidal, other?

- Is this legal form and structure the best choice for the organization in your view, or has it simply evolved that way with little thought to alternatives that may be superior?

Planning Activities

Do you have observations on how you, your mentor, or someone else at your organization approaches the planning of activities? How has this planning helped or not helped? How could the planning have gone better?

Innovation, Creativity, and Competition

Is there a sense of innovation, creativity, and/or competition at your organization? How has your own innovation, creativity, and/or competition helped or hurt your interactions with others, or the development of your project?

Ethics, Diversity, and Social Responsibility

In your research or through your direct observation or experience, how have issues of ethics, diversity, and/or social responsibility come to light? Have you contributed in any way to these issues? Are other people in your organization being negatively impacted by ethical or social issues either directly or indirectly?

Customer Service