BSBLDR501 Develop and Use Emotional Intelligence Assessment Task 1- AssignmentQuestion 1a) Think of a time when you felt emotional at work. What words would you use to describe your emotions? Where did the emotions come from? What happened and how did you handle it?b) Identifythreeemotionalstrengthsandthreeemotionalweaknessesyouconsistently display in your role as a manager or leader within your organisation.c) Think of a time when you were in a great mood and able to work productively. Or, may be the opposite, when you were feeling low and accomplishing even the simplest task seemed overwhelming. Draw on your personal experiences and describe in a paragraph how your mood can affect your job performance and your team.d) Describe in a paragraph how you could manage your emotions in the workplace to increase team productivity. Consider whether you may need to change your management approach.Question 2Describe in a paragraph how you might respond to the following stressful workplace situations.a) Yourworkscheduleissodemandingthatyounevertakealunchbreak`b) You are managing two projects simultaneously and the project meeting areconsistently clashing with one another.c) A work colleague encourages you to participate in an interesting new project, butyou are worried about falling behind on your current project.d) Youhaveadisagreementaboutajobrolesandresponsibilitieswithaworkcolleaguethat leads to a heated argument during a team meeting.e) You feel you lack the skills and knowledge required to perform effectively in yourrole.f) Whenever you are asked to make a presentation at a team meeting, you becomenervous and anxious.BSBLDR501 Assessment Task 1 v2.1 Page1of7Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870DNorth Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888Question 3Use this table to list six emotional triggers relating to your job and identify the positive and negative ways that you might respond.Emotional triggers Positive response Negative response Question 4a) List three ways you can request for feedback about your job performance and managerial approach.b) Think about a time when you received constructive (positive or negative) feedback from a work colleague. Describe the context and the feedback you received. How did the feedback make you feel? How did you respond? What did you do with the feedback?c) Describe in a paragraph how you reflect on your own performance and your capacity to manage your emotions in the workplace. Explain whether you think self-reflection is useful in developing your emotional intelligence.BSBLDR501 Assessment Task 1 v2.1 Page2of7Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870DNorth Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888Question 5a) Usethistabletoindicate,whethersomeofthelistedthoughtpatternsorbeliefshave interfered with your team members ability to think rationally or react appropriately in the workplace.Thoughts or beliefsOftenSometimes Never Needing approval:‘Everyone I work with must approve of me at all times’Marking Mistakes:‘I must be perfect and never make mistakes’ Changing others:‘ I have an obligation to change others who act unfairly’ Anxiety:‘If something seems intimidating or dangerous, i can’t stop thinking about it and become anxious’Avoidance:‘It’s easier to avoid confrontation than say how i really feel’ Unrealistic expectations:‘People should perform better than they do and I must fix them or do their job for them’Competition:‘My worth can only be measured in competitive situations’ Negativity:‘Certain aspects of my role are negative by nature’ b) Considerameetingyourecentlyledinyourworkplace.Whatdidyouobserveaboutthe eye contact of each individual in your team? Discuss how the level or lack of eye contact made you feel.c) Reflect on your role as a manager and describe how you display empathy and social awareness in the workplace. Why it is important to adjust yourself to the emotional signs of your team members?BSBLDR501 Assessment Task 1 v2.1 Page3of7Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870DNorth Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888Question 6a) Describe three ways that you demonstrate flexibility and adaptability in dealing with others in your workplace.b) Describethreewaysthatyoucouldsupportyourteammembersthroughorganisational change.c) Describe in a paragraph how your organisation allows employees access to flexible work practices or family-friendly initiatives. Provide three examples.Question 7a) Which of the six emotionally intelligent leadership styles do you most relate to? Why have you adopted this specific style? Is it appropriate in the context of your workplace goals and need?b) Describeinaparagraphhowthedecision-makingprocessyouimplementanduseinyour workplace takes account of the emotions of your team members.c) List three steps you could take to improve your social awareness skills in workplace decision-making.Question 8Read the scenario and complete the tasks that follows.ScenarioThe team you manage is responsible for handling customer complaints in the call centre of an electronic goods manufacturer. In the last six months, there has been an increase in the number of complaints raised due to sub-standard products having gone on the market and then being recalled due to faulty malfunctioning parts. While team members can usually resolve customer returned goods or issuing refunds. The team is feeling the pressure of receiving and handling negative customer feedback repeatedly throughout the day. The negative atmosphere is having an effect on the emotions of team members and team morale is at an all-time low. Team productivity has decreased and some team members have been arguing with each other.a) Describe three advantage of helping your team members to express their emotions in the workplace.b) As a manager, describe one way that you could create an emotionally healthy work environment despite the current situation.c) Describe in a paragraph how you could assist team members to resolve their arguments collaboratively using conflict resolution skills.BSBLDR501 Assessment Task 1 v2.1 Page4of7Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870DNorth Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888Question 9Describe in detail your organisation’s processes/procedures for assisting and supporting the development of emotional intelligence in others.Question 10a) Use this table to indicate how well you believe you and your team demonstrate the seven skills required of a team operating with emotional and social intelligence.SkillVery wellTo some extent Not at allIdentifying with the team Staying motivated towards achieving team goals Practising emotional awareness and empathyCommunicating positively and effectively Developing appropriate stress tolerance levels Resolving conflict effectivelyMaintaining a positive mood. b) Identify the emotional intelligence skills that you do not currently possess or apply to teamwork within your organisation. How could you improve these skills to ensure you encourage a positive emotional climate within your team?Question 11a) Describethreewaystoalleviatepersonalstressintheworkplace.b) Listanddescribethreecommonworkplacetriggersthatcouldcauseteammembersto respond emotionally rather than rationally.c) Briefly describe in a paragraph the four principles of emotional intelligence.Question 12Read the case study and answer the questions that follows.Case studyPierre is the customer service manager at a large internet service providerorganisation. His team consists of thirty customer service representatives who respond to customer queries and complaints over the phone and by email. The work environment is very busy and Pierre’s team sticks to a strict work schedule to ensure there are adequate team members rostered on at any given time. As part of an organisational commitment to develop emotional intelligence amongBSBLDR501 Assessment Task 1 v2.1 Page5of7Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870DNorth Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888its staff, Pierre is required to collect 360-degree feedback from his team members about his ability to display emotional intelligence competences in supporting his team to achieve workplace outcomes.After receiving anonymous feedback from his team members, Pierre’s line manager, Cameron, asks to meet with him to discuss the results. The results indicate that Pierre displays an excellent drive to improve performance within his team, setting measurable but challenging goals that motivate his team members to use their initiative and take calculated risks when completing work tasks. However, team members have indicated that Pierre often lacks the ability to keep his own emotions and impulses under control. In stressful situations, he struggles to remain calm and collected, and team members feel that he is unapproachable and could manage his emotions better in the workplace.a) Describe three possible consequences of Pierre not learning to manage his emotions in the workplace.b) Describe three possible workplace stressors that trigger an emotional response from Pierre in performing his role.c) Describe two ways that Pierre could model behaviours that demonstrate the constructive management of emotions in the workplace.Question 13Read the scenarios and complete the tasks that follows:ScenarioYou are the manager of a retail office supplies store. One of your team members, Thomas, is responsible for assisting customers to complete bulk office stationery orders. Thomas has turned up to work in a particularly bad mood. He is uninterested in speaking to his co-workers and is being rude and dismissive to his customers. You notice that his behaviour is decreasing staff morale and team members are avoiding asking him questions that are important to achieving workplace outcomes.a) DescribeInaparagraphhowyoucouldassistThomastounderstandtheeffectsof his behaviour and emotions on others in the workplace.Scenario cont’dAnother one of your team members, Dominique, works in the computer sales department. She leads a smaller team of casual and part-time computer sales representatives. One of Dominique’s casual employees, Edward, comes to you to discuss the lack of support he is receiving from her. Edward claims that Dominique allows other team members to tease him and that his contributions are not valued or considered in team meetings.b) Describe three emotionally intelligent management practices that Dominique could use to ensure she provides a safe inclusive workplace for Edward and his team members.BSBLDR501 Assessment Task 1 v2.1 Page6of7Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870DNorth Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888Scenario cont’dYou have received a customer complaint about another of your team members, Andrea. She runs the store’s photo printing service. The customers claim that on the morning she came into the store to have her photos printed, Andrea was working at the service counter. When the customer approached her about printing a large photo order, Andrea rolled her eyes and sighed heavily. The customer requested an express order so she could pick up the photos that afternoon. Andrea told the customer,’ We’re extremely busy today and this is just going to make the day worse’. Andrea took the customer’s order and told her she would phone her when the photos were printed. The customer did not receive a phone call and, when she returned to pick up her photos, Andrea had left for the day without completing the customer‘s order.c) Explain in a paragraph why it is important for Andrea to manage her negative emotions in the workplace. Describe three ways you could help Andrea develop self- management skills to manage her negative emotions at work.

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