Identity & Value

Explain a situation where you have made an ethical decision

In a previous job as a duty manager at a pub, I faced a challenging situation with a family who finished their meal but refused to pay, despite not raising any complaints during a meal check. I weighed the situation by considering fairness, responsibility, and integrity; whether I should give in to the customers' demands or stand firm knowing they were being unreasonable. Early in my career, I had been taught that "the customer is always right," but at the pub, I knew the owner valued integrity and would not want me to let these customers walk away without paying their $200+ bill after consuming most of their dishes. I felt confident in standing my ground, knowing that both the owner and my staff would support me. I remained calm, professional, and firm, despite the customers becoming hostile. When the family wrote a negative review, the owner later confirmed that the situation was complicated due to his past with the customer, but praised my handling of it. Reflecting on this decision, I’m proud that I didn’t back down as giving up and losing revenue would have compromised my sense of fairness and integrity. I learned the importance of balancing customer service with protecting the business’ interests and maintaining professionalism under pressure.

Describe how your culture and the people around you have influenced your values and identity?

The people around me and my experiences; particularly at my first bar job have greatly influenced my values and identity. Growing up sheltered, I struggled with being shy and standing up for myself. However, working in busy bars and pubs, surrounded by supporive colleagues and managers helped build my confidence and I learnt how to assert myself. My earlier restaurant jobs, where I was taught to always cater to customers, shaped a mentality that overlooked my own needs and values. But in the bar industry, I learned the importance of fairness, integrity, and standing my ground—especially when faced with difficult situations, as I mentioned in the previous example. The support from my coworkers and managers, and the experiences of confronting wrongdoings, taught me to be responsible and confident. These lessons not only shaped how I handle challenges but also contributed to my growth into someone who now values self-advocacy and fairness.

Identify your strengths and how they will support you during your learning journey

The strengths I’ve developed, such as confidence, responsibility, integrity, social intelligence, teamwork, and kindness, will significantly support me during my learning journey. My experience in teamwork, especially as a manager, has taught me how to effectively collaborate and support others to achieve common goals. This will help me in group learning environments, as I am accustomed to planning and dividing tasks to ensure success. Social intelligence, developed through years of working in hospitality, allows me to read social cues, understand others' emotions, and adapt to different situations; skills that will be valuable in interacting with peers and instructors. Additionally, kindness and willingness to help others will foster a positive and collaborative learning environment, where I can both contribute and seek support when needed. These strengths will help me navigate challenges, build strong relationships, and maintain a positive approach throughout my learning journey.

Evaluate your limitations in terms of your learning and career development

One of my limitations is self-regulation and impatience. I sometimes struggle to manage my anger, especially when things aren’t going as expected. I remember during Sprint 1, nothing seemed to make sense, and I was frustrated with myself for not understanding the material. Although I knew it was a new subject and required patience, I was harsh on myself and felt like giving up. A few days later, I stopped feeling sorry for myself and decided to do my best. However, in the moment, it can still be challenging to control my anger, so I recognize that I need to work on that. Additionally, I have a tendency to want fast results, but I understand that learning takes time. I need to consistently remind myself to be patient and allow myself the time needed to grasp new concepts.

Share an example of when you were trying to work productively with others, but there was resistance or tension. Discuss strategies you tried at the time, how effective they were, and your reflections on what other strategies you would try now and why.

An example of working productively with others despite resistance would be a time when my workplace hired a new manager. She was somewhat controlling and sensitive. I remember one Sunday when I was running my shift as the duty manager. She kept trying to take control by making calls for me and repeatedly urged me to start sending staff on breaks because she had to leave early. I assured her I had everything under control, but it felt like she was trying to overtake my responsibilities, which was uncalled for. Although I tried to be a good colleague when she first joined—staying out of her way and letting her manage her shifts in her own style—I didn’t understand why she was undermining me on my shift. Tension was palpable whenever she was around. Despite this, I focused on doing my job and tried to get past the discomfort. However, when she continued to interfere and became more controlling, I decided to confront her each time. She often took offense to any feedback, which made the situation difficult. Recognizing this ongoing issue, I eventually went to the owner, who was aware of similar issues with her. Sometimes, despite your best efforts to communicate or let things slide to avoid tension, some colleagues won’t change until it’s escalated to upper management. Fortunately, over time, we did develop a better working relationship and started helping each other out. My strategy was to consistently confront the situation and stand up for myself, and I still believe that was the right approach. If I had to face a similar situation now, I wouldn’t change my strategy—open communication and addressing the issue head-on were crucial in resolving the tension.