Develop and Use Emotional Intelligence - Task 2

This document is Task 2 of the Develop and Use Emotional Intelligence assessment. It includes research on tools for identifying emotional strengths and weaknesses, application of an emotional intelligence tool, self-reflection on emotional strengths and weaknesses, identification of workplace stressors, strategies for dealing with stressors, and more.

BSB51915 Diploma of Leadership
and Management
BSB50215 Diploma of Business
BSBLDR511 - Develop and use emotional
intelligence
Task 2

Questioning Assessment
Candidate Instructions
Youwillcomplete questions for purposesof formalassessmentas per the questions outlined in the questioning record below, and
any additional probing or clarification questions required by the assessor.
The Knowledge Activity is designed to confirm your competency for all the required knowledge in the unit of
competency.
Task Details
There is no restriction on the length of the question responses, or time restriction in completing the
assessment.
It is anticipated that the assessment will take approximately 6 hoursto complete.
The assessment may be re-attempted on two further occasions (maximum three attempts in total). All assessments must be
resubmitted 3 days within receiving your unsatisfactory grade. You must clearly indicate “Re-submission” on your
resubmitted work.
You must complete all questions unassisted by the assessor or other personnel but may refer to reference
material as may be needed.
All questions must be answered satisfactorily for the assessment to be completed satisfactorily.
For any assessment conducted that is incomplete, or without satisfactory performance, the assessment
will need to be completed again after further training support. This may be simply to focus on question
areas not achieved in the prior assessment.
Evidence to be collected
Answer the activity in as much detail as possible, considering your organizational requirements.
In undertaking this assessment task, you as the candidate are providing consent for your work to be
reviewed for the purposes of formal assessment in the unit(s) of competency. If you have concern
regarding this permission, please discuss this with your assessor prior to undertaking the task.
Objective To provide you with an opportunity to show you have the required knowledge
for this unit.
Candidate Declaration

Your trainer and assessor will be grading your work and provide you with constructive feedback
on the Learning Management system.

Task 2 – Performance and Skills Assessment
Part A – Reflect on Your Own Emotional Intelligence
1. Research 3 different tools, techniques or systems for identifying an individual’s
emotional strengths and weaknesses.
a. Write a report on each giving a brief history and background on the system
and make a recommendation on which one the three would be best to use
with the personnel at your work and why. If you are not currently working,
you can base it on a company you used to work at or a well-known company
you would like to work at in the future.
b. Ensure you properly reference the ideas you draw from the published
sources you have researched (300 to 400 words)
a. Background and history of assertive communication system
The existence of Assertive communication system inthe middle of last century, it was related to
professional practices so that individual’s employee control or maintain their emotional intelligence
at workplace. In 60s, when humanistic psychology appeared on the stage of history, developed
interest of people towards motivation, self-assertion and development of personal growth. At that
time, it has begun to examine in relation with emotional intelligence. Afterwards, 80s and 90s, 21
century, it has rapidly increasing the assertiveness as meaning of strengthening the individual’s
emotional intelligence. In order to achieve its personal fulfilment.
Research three tools, assertive communication system for identifying emotional
intelligence
There are different types of emotional intelligence tools such as motivation, self-
awareness, social skills, empathy and self-regulation. These are considered commonly used
tools that mainly applicable within individual’s emotional intelligence to identify their
strength and weakness.
According to me, emotional intelligence is based on the ability to use, understand
and manage their own emotions in both positive as well as negative manner.
I have been selecting the self-awareness and Assertive communication technique or
system that help for identifying their strength, weakness. I have believed that
identified on the basis of their express ability in both positive as well as negative
manner. That’s why, I just wanted to recommend for adapting this tool which
always support for improving the current state of individual emotional intelligence.

For Example:-If I have worked with Australian company so that recommend other
people for consideration of three different emotional intelligence such as motivation,
self-awareness, and social skills. I have realised that support for own ability in context
of emotional intelligence, examined the strength or weakness. In this way, it help for
inspiring to improve their own intelligence ability in future. In additional, if I will try to
do work with particular company so as adopting all essential emotional intelligence
tool, system. It will support for me to stable the position and control their emotions
according to the business situation or condition.
b. I have been completed the research on individual emotional intelligence,
implementing the different tool or system to identify own ability, strength and
weakness. According to me, self-regulation, empathy, awareness and motivation
are adopting in daily lives. I have analysed that provide the brief idea about the
emotional intelligence where how it can easily handle complex situation in the
workplace. I have realised that these become useful for both professional as well as
personal growth and development.
2.Apply one of the emotional intelligence tools you have researched in Q1 to yourself, then
write a self-reflection on the emotional strengths and weaknesses the tool reveals to you.
Ensure that your self-reflection covers three (3) strengths and three (3) weaknesses and
includes anecdotal examples of your behaviours and the underlying emotional strengths
and/or weaknesses. (400 – 500 words)

When I have applied the emotional intelligence tool such as self-awareness, this is the most
effective tool in context of emotional intelligence in order to provide brief idea about own
abilities or capabilities.
i have focused on the individual people behavior in context of both work as well as personal lives. Self-
awareness is one of most effective tool in emotional intelligence. According to me, No matter what type of
situation but I have focused to consider the self-awareness in the workplace. Usually these feeling is
becoming more hopeful as well as optimistic for me where I have measured the greatest strength, weakness
in both professional and personal lives.
According to me, emotional intelligence tool such as self-awareness, which primarily
adopting within professional live where identifying the suitable strength. In this way, I
have putting more efforts towards business growth and development. As I believed that
each and every thing depend on the certain condition where how I would have complex
situation. That’s why, I have tried to assume the suitable emotional intelligence tool for
representing the brief idea about individual performance.
Weakness
In my personal experience, I have been covered the three weakness in context of emotional
intelligence.
 In context of weakness, I have a lack of self-awareness, difficult for finding the
happy environment but at some point, it become difficult for me to be productive.
 Sometimes, I could not overcome complex situation because of extra emotions that
become a weakness of emotional intelligence.
 I have a weakness when not overcome the difficult situation and feeling disappoint,
nervous.
These are consideration of three personal weakness in context of emotional intelligence.
But afterwards, I will try to overcome own weakness and convert into greatest strength.
Strength
I have been sharing the strength of self-awareness tool when I have been using both professional as well as
personal lives. Other colleagues are encouraging me to consider self-awareness tool as emotional
intelligence(Emmadi, 2019)
. In this way, I have ignored the negative feeling and so much emotions. I always tried to
focus and keep calm.
 Self-awareness tool is helping for me to build up own confidence level and handle
critical situation effectively.
 When I have developed the ability through tool to interact with managers and also maintain the
confidence level in step by step manner. I have sharing the positive aspects of organizational in term
of growth and development.
 Self-awareness tool is changing the behavior, nature and attitude towards emotional
intelligence. I have taken important decision regarding the business growth and
development. Through this tool, I have already established the better position in the
workplace, while communicating with other colleagues in order to resolve conflict
among them.

By consideration of suitable example:- Anecdotal can be used when observation, telling
about the story of behaviour, attitude. Similarly, using this Anecdotal to represent the
person past experience. When a person start to participate into different activities in the
workplace. Afterwards, it can be reached to the conclusion that commonly used Self-
awareness emotional intelligence tool in gathering all strength, weakness, behaviour and
attitude of individual person.

3. Consider 3 stressors you experience in your workplace and complete the following:
a. Describe the 3 stressors you experience in the workplace (40 words)
b. Describe the resulting emotional states and how you respond. (60 words)
c. Describe one strategy for dealing with the stressors. (40 words)
a. I have been experienced about the work-related stressors. I have faced three
different stressors such as pressure of workload, stress of conflict among
employees, job security stress. According to me, these are most commonly stressors
faced by me in the workplace.
b. When I have experienced different stressors in workplace, but they have directly
affecting the emotional condition or situation. Generally, I have realised that
increase nervousness, disappointment regarding productivity (Pacheco, Reyand
Sánchez, Álvarez, 2019). But afterwards, I have controlled such stressors to adopt
the self-awareness tool, Assertive communication system. This will help for me to
improve own ability. In this way, it will be developing positive attitude, behaviour.
c. When controlling the stressor use stress or relax technique that mainly deal the high
stress level. This technique will provide the relax mind so that I have reduced own
stress level. By using strategy, I have concerned about the different complex
situation in order to resolve through own positive belief, thoughts and behaviour
4. Identify and describe one cause or trigger of a positive emotional state and one cause or
trigger of a negative emotional state at work. How can you use the awareness of these
triggers to control your responses and achieve positive outcomes, especially with respect to
your impact on others and their work performance? (60 words)
The positive trigger is the happiness. As being awareness of such emotion will be
attaining patience and assertivecommunication tool. This will be helping me out in
improve own capability andability.e
For the negative cause can be angerdue various personal issues. I have to take in use the
relaxationtechnique to deal high stress level. this will be helping me out in the to develop
the positive belief in negative situation.
5.Refer to Appendix A – Emotional Intelligence Feedback Form. Use this form to get
feedback from 3 people in your workplace (or 3 people who know you well). Ask them to fill
in the feedback form and return them to you.
 Get feedback from 3 people.

 Scan or take a photo of the feedback forms and upload with your
assessment.
6.Based on the feedback from question 5, describe 3 strategies to improve your emotional
intelligence. (60 words)
Acknowledge and appreciate emotions – There is need to have validation of own dreams
as key components of practising empathy.
Get confident in learning, there is need to haveimprovement in emotional handling. this
will be helpful in navigating uncertain situation withcertainty
Embrace self-awareness in order to recognize emotion and significantimpacts on
behaviours .
7. Describe 3 behaviours that you can model in your workplace to demonstrate good
management of emotions. (60 words)
The behaviours of mechanism coping- this will have inclusion of understanding emotional
needs, knowing the causes, shifting of focus and clam down.
Making the positive changes will look into to have different responses by changing the
environments. There will be promotion of beinghealthy and supportive environment to
feel wide array of emotions.
There is need to have understanding of emotions and practice self-care. there is need to
have regular counselling at the workplace.
Part B – Respond to Emotional Intelligence of Others (Case Study)
For this assessment task, you will read and respond to a case study by answering a set of
written questions.
Introduction to Case Study – Australian Hardware
Australian Hardware (a simulated business) is a large and expanding hardware and
homewares retailer with approximately 140 stores located across Australia. In its vision
statement, Australian Hardware states that it intends to ‘lead the hardware and home-
improvement market in Australia within five years’.
In order to realise this vision, the organisation intends to:
 build market share by focusing on the customer experience

 control direct and indirect costs through efficient internal processes
 establish the reputation of Australian Hardware as a socially and environmentally
responsible company.
These strategic organisation-wide directions are implemented from senior management
down, in the form of performance expectations for managers and employees at every level
of the organisation.
Australian Hardware realises that the success of the business rests on its people. For this
reason, the organisation insists that managers build effective teams by responding to the
needs of employees. Such needs include safety and security, fairness, flexibility, skills
development and self-actualisation. Satisfying such needs will allow employees to focus
more effectively on work tasks and customer needs.
In addition, Australian Hardware encourages managers to take a flexible approach to
meeting performance targets and to set goals in close collaboration with employees. To
implement strategic directions and advance Australian Hardware’s values, managers are
expected to lead employees by, first of all, modelling positive behaviours and attributes –
those they expect their employees to emulate and embody in turn. To lead and inspire
people, managers must demonstrate keen emotional awareness and promote positive
team-building behaviours in others.
You are the new General Operations Manager of the Wollongong store and you are ready
for a challenge. You are directly responsible for managing general sales and checkout staff,
administration staff and a human resources officer. You report to the Store Manager, who is
responsible for all areas of store responsibility (Timber, Plumbing & Electrical, Gardens and
Homewares departments and general operations).
Case Study - Scenario 1
Your Store Manager has had a stressful month. It is the end of the financial year and sales
revenue in the Timber and Plumbing & Electrical departments is down on targets, almost
certainly due to increased competition from smaller competitors for trade contractors’
business.
Just this week, the Store Manager held a meeting in which she yelled at all the department
managers and told you and them to work out a way to improve revenue. Obviously, the
outburst did not make much sense as the department managers, in such a large business,
do not have the capability to raise much revenue directly. This is because marketing and
distribution innovations that could have an effect are mainly a head office responsibility.

The Wollongong store’s inability to counter the threat from smaller, more nimble trade
suppliers has been the main reason for the revenue deficit. Naturally, the atmosphere
around the store and in the management, team is subdued, and a few managers have
discussed leaving the organisation; other managers have responded by pushing
unreasonable sales demands onto their sales staff.
You are now feeling pressure to do something: to act contrary to budget planning and cut
costs or to increase pressure on others to offset poor performance in other areas. In your
opinion, this leadership behaviour was disrespectful to all the managers, created
unnecessary concern about job security and undermined trust.
There has been a clearly negative flow-on effect down through the store, which is now
affecting people at a lower level. You are justifiably angry at the manager’s behaviour and
blame her for making a bad situation worse with poor leadership and poor emotional
awareness.
8.Review the case study – scenario 1 and answer the following questions.
a) Describe what you think is the best way to respond to the Store Manager’s
behaviour. Describe how you would model positive leadership behaviour. (60
words)
competitionis raised due to increase competitiveness from smalltrader. as I have major
responsibility to work with my team in positive manner to motivate them with making
them feel any pressure. I will work with team to make strategy which will be turning out
the better plan to increase the effectiveness and efficiency of employee andcompany
without any hassle.
b) Describe the principles of emotional intelligence that the Store Manager did not
demonstrate. (60 words)
As store manager have left out with major three principles forself-awareness,self-
regulation andmotivation.
 Store manager should have the ability to decode of her emotion.
 The store manager should realize ability to discuss the issue in appropriate manner.
 There is lack of motivation among the employees.
c) Describe how the Store Manager should have acted and communicated. (60
words)

Th store manager should be relaxing and discuss the proper issue with department
manager in effective manner. The store manager should realize that’s they are not able to
increase therevenue.These behaviours have related the negative impact on employee.
there is need to discus and help managetomake proper strategies.
d) Describe the connection between the Store Manager’s behaviour and store
morale. What is the effect the Store Manager’s behaviour could have on staff
performance? (60 words)
The Store
There was no clear connection between store manager behaviours and store morale.
Manager’s behaviour could have resulted into declined performance of the store as most
ofthe managers were tending to leave the organisation. The others werefeeling
pressurised andburdened to perform out of the way. This could have created a negative
workenvironment and hence resulted into declined sales performance of the store
business.
Case Study - Scenario 2
An employee has come to you with an issue involving a co-worker. In general, the sales
team is a cohesive team, but now a relatively new member of the team is rubbing people
the wrong way.
She never participates in drinks or other social occasions outside work. She never involves
herself in normal, day-to-day conversations about family, popular movies or culture.
The team is beginning to form the opinion that she is too aloof and doesn’t like the other
team members and is quite upset about it. On the sales team, it’s really important to be
able to feel a connection with other team members. When you feel this connection, you
know you’re able to rely on them – to relieve you when you need some personal time, feed
you information as you need it and help you serve customers.
You happen to know that the sales staff member in question is a valuable staff member with
good customer skills and product knowledge; however, as a foreign-born, conservative,
religious woman, she is having trouble relating to the other team members.
Many team-bonding opportunities involve activities that she cannot participate in, such as
out-of-hours parties, alcohol or confusing cultural references.
She is in a bind because she would like to be accepted as a member of the team, but when
all avenues to team-bonding are closed off, she feels stigmatised and perceived by others as
an unfriendly person.

9.Review the above case study – scenario 2 and answer the following questions
a. Provide at least two examples of possible misinterpretations of expressions or
behaviour that may arise in the context of a diverse, multi-cultural workforce.
Length: (60 words)
The caseis reflecting the example of misexpressions as person behaviours at the
workplace in different due to her culture.Theemployee feel that new employees is
veryarrogant and showing disrespectful behavioursotherteammembers.
This misinterpreting iscreatingthe negative image of one employee on another employee.This will be
creating a communicationgap.
b. Describe how you would explain to the employee who complained about this
worker’s behaviour, how cultural expressions may be misinterpreted – and have
been in this case. (60 words)
In the case, a new member of the team does not take any participation in the team
bonding activities. As per the employee who came with the issue, the new employee is
quite arrogant and showing disrespectful behaviour to another team member.
Moreover, she is also quite introvert andconservative by nature.
c. Discuss how the team can raise their awareness of cultural expression and
promote effective communication to avoid misunderstandings to resolve the
differences. (60 words)
 The team member should celebrate the traditional festivals by celebrity’s
diversity. this will be helpful in increasing the cultural awareness among the team
member
 Everyone should properly interact with team members in proper manner without
making any assumption.
 There is need to have increase cultural expression and bridge the cultural gaps
with communication skills
d. Create a plan of at least 3 actions for identifying and responding appropriately to
a range of cultural expressions of emotions
Action Plan Person Due Date

to have daily interaction with different team members
to identify the issues
Floor coordinator 2 months
To have organizing for daily Saturday activities to
bridge the communication gap
HR manager 1 month
Take training for cultural diversity Department head 2 weeks
10. In the following task you will need to conduct a role play. You will need to demonstrate a
range of techniques when working with others in a workplace simulation. You will also need
to demonstrate flexibility and adaptability when making decisions, while considering the
emotions of others.
a)Conducting the role play
Background information
In this activityyou will play the role of the Customer Service Team Manager forRTech, a
medium-sized company that provides IT support services to retail businesses. You are
new to the job and want to prove that you are competent in this role. You want to ensure
that you have happy staff, who are effective in their jobs and get consistently high
customer feedback ratings.
Unfortunately, there seems to be a problem between two staff members. You need to
deal with it as efficiently as possible as it’s having a negative impact on their performance
and customer ratings. You’ve called them both into your office to discuss the issues and
resolve it. You now need to create opportunities for them to express their thoughts and
feelings. You need to resolve this conflict, while being aware of the emotional states and
triggers of these staff members.
Please see below background information about these two staff members:
 Background to staff member 1: You work for RTech as a customer service officer
and report to the Customer Services Team Manager. You are frustrated with your
colleague who wants to play electronic music all the time, is constantly checking
her/his phone, and is often late. You don’t like working with electronic music in
the background and you don’t like the fact that you end up doing more work that
she does. This colleague is generally a nice person, but s/he can also be pretty
short tempered at times. Now your manager wants to speak to you both about
this issue. You are wondering if this colleaguecomplained about you. You’re a bit
worried and uncomfortable as you don’t like conflict. You also want to create a
good impression as you also have the ambition to become a manager one day.

 Background to staff member 2: You work for RTech as a customer service officer
and report to the Customer Services Team Manager. You have a 6-month old
baby that doesn’t sleep well at night and you are really tired in the mornings.
Music helps keep your mood up. You are trying to do your best at work, but it’s
tough and it doesn’t help that you have a colleague who always seems to be
judging you – you feel bad enough already. Your colleage also keeps asking you to
your music off. Now your boss wants to speak to you both about it. You are
wondering if this colleague complained about you. You are a bit worried as you
really need this job – it pays well and the office is close to home. You are also
aware that jobs are hard to get at the moment.
Instructions for conducting the role play:
 While conducting the role play, you need to demonstrate the following:
Show awareness of personal stressors and triggers and how they affect
emotional states. Shows awareness of ways to manage stressors.
- Help others reflect on personal attributes and consider the impact of their
behaviour on others.
- Demonstrate role modelling behaviours that show good management of
emotions.
- Cleary identify several ways to promote a positive, inclusive emotional climate in
the workplace to help increase team performance.
- Adapts communication style to model behaviours, build trust and positive
working relationships.
- Assess emotional cues and respond to the emotional states appropriately.
- Create opportunities for others to express their thoughts and feelings.
- Use appropriate language and nonverbal features to present information and
seek feedback.
- Use listening and questioning skills to elicit the views of others and to clarify or
confirm understanding.
 For students attending face to face classes:
- This activity can be done in the classroom, where the trainer will allocate roles
for different students. Everyone should have a turn at playing the Customer
Service Team manager.The trainer will observe the role play in class.
 For students attending online classes:
- You will need to ask two classmates to assist you by acting out the roles of the
two staff members. If you cannot get 2 classmates for this role play, you can also
ask two family members or friends to assist you.

- Provide each participant with the background information of the staff member
s/he will be acting out.
- Conduct the role play and record the session. You can do this at home or using
an online meeting platform such as Zoom.
- Please see guide that was uploaded for you together with Task 2 and upload
your video onto Canvas.
- Customer Service Team Manager
Officer 1 hi my friend!
Officer 2 hi!
Officer 1 I am new here and want to discuss about the issue I am facing being
side to yourdesk.
Officer 2 Say what
Officer 1 Sir, I know you love to play the electronic music ormaybe it works as
stress reliver to you. but this is getting me continuous disturbances in performing
my work.
Officer 2- I am sorry for that’s but I have6-month-oldbaby who cries all thenight.I
am not able tocomplete my sleep.This music work out tobe stress reliver to me.
Officer 1 - I know that but the issue with me is same. This is creating issues in
concertation on mywork. I have sometime tried to discussthis issue with you but
your short temperedness have create fear in me.
Officer 2 I am sorry for that’s butI alreadyhave the bad day and don’t want to
discuss any more on it.
Officer 1 Sorry but this is important to discuss this issue today. I know you are
facing the major issuein working withdifferentcolleagues present onfloor are
judging you in differentmatter. I want to help you out in thistough situation.
Officer 2 I don’t havediscuss mypersonal issue withyou.
Officer 1 I know but I can help you out in solving the issue. Music is stress reliver
for you but it is creating the negative impact on my performance.so what we can
do is that’s you can have use headphonesto listen your music as it will not
createdisturbance the surrounding
Officer 2 That’s a good idea! but what about the floor people who are judging me
due to the my late coming to office.No one knew my personal issue faced byme
on regular basis.
Officer 1 I can help you out in that. you can ask the manager to provide you
flexible working hours fordays in month which will be help in reducing you issue
in perfect manner.
Officer 2 Yes! that’s interesting. I will put my issue Infront our new head
regarding y personal issue

Officer 1 Yes, have a conversation asmaintaining work life balance is important
aspect in employee life. thanks,friend for providing me this solution
Thatok, we always need a good friend.
-
-
b) Summarise the outcome of the role play
After down the outcome of your discussion with both staff membersin the space provided
below (at least 200 words).
As the discussion with both the memberare going through the personalinteraction, I have understood to look
there is lack of work life balanceamong the employee. as the second employee is facing the majorissue due to
the work life balance.On the otherhand, former member has to get moreattentive to create a better
communication with member to maintain the maximumlevel ofproductivity
I have to make the proper solution by providing the wok life balance as employee have 6-month-old baby
which is resulting the sleepless night issue to officer. On the other hand, the officer on have need to discuss
all issueto colleagues so that the bridging gap of communication can be handle between two of them. By
using strategy, I have focused on the phrase that develop positive belief towards complex situation. I will
work with team to make strategy which will be turning out the better plan to increase the effectiveness and
efficiency of employee and company without any hassle.
Part C – Coaching Emotional Intelligence
Refer to Case Study – Scenario 1 (see below) and your answers to question 8.
You are the regional sales manager and this situation has been brought to your attention by
one of the staff at the Wollongong store. You have arranged a meeting with the store
manager to discuss the situation and put in place measures to address this behaviour.
Case Study - Scenario 1
Your Store Manager has had a stressful month. It is the end of the financial year and sales
revenue in the Timber and Plumbing & Electrical departments is down on targets, almost
certainly due to increased competition from smaller competitors for trade contractors’
business.
Just this week, the Store Manager held a meeting in which she yelled at all the department
managers and told you and them to work out a way to improve revenue. Obviously, the
outburst did not make much sense as the department managers, in such a large business,
do not have the capability to raise much revenue directly. This is because marketing and
distribution innovations that could have an effect are mainly a head office responsibility.

The Wollongong store’s inability to counter the threat from smaller, more nimble trade
suppliers has been the main reason for the revenue deficit. Naturally, the atmosphere
around the store and in the management, team is subdued, and a few managers have
discussed leaving the organisation; other managers have responded by pushing
unreasonable sales demands onto their sales staff.
You are now feeling pressure to do something. In your opinion, this leadership behaviour
was disrespectful to all the managers, created unnecessary concern about job security and
undermined trust.
There has been a clearly negative flow-on effect down through the store, which is now
affecting people at a lower level. You are justifiably angry at the manager’s behaviour and
blame her for making a bad situation worse with poor leadership and poor emotional
awareness.
11.Assume that you will be conductinga meeting to resolve the issues in the scenario above.
Imagine you are the regional manager. You will need to prepare a coaching session
You will need to fill in the table below, In the session how would you ensure you would:
● Introduce the session positively by establishing why the coaching is occurring and
ask the store manager for input.
 Build the store manager’s awareness of their emotional intelligence weaknesses
and strengths.
 Build the store manager’s awareness on how emotional self-awareness and
empathy can help identify personal obstacles to success with their goals, peer
relationships and help the whole team and organisation to succeed.
 Establish and discuss how the store manager could have better handled the
situation.
 Establish 3actions for the store manager to help them improve their emotional
intelligence and deal with stressful situations
a) Use the following template to help you prepare for the meeting. Fill in each section and
answer the questions

Emotional Intelligence Coaching
Introduction Summarise the reasons for the coaching session:
● the meeting is regarding the sale performanceof company and
strategies related to it .
● the employee is leaving the organization due to increase level of
working pressure in the business and rest of the employee are transfer
its sales pressure of the sales.
How would you ask the store manager for input, to describe own
perspective?
● as the storemanager have the bad month and due to the lack of
emotional stability,she yelledon team member without thinking about
the absurd effect on the emotional quotient.
● As reginal manager I will ask out the storemanager to deal withissue to
have simple perspective in more appropriate manner. I will suggest that
there is need to have close discussion with all team by providing the
them the strategies to succeed in best possible manners
Talk about how their behaviour effects other staff:
● As due to the rude behaviour perceived by the store manager have create
the bad impact on the team member.Most the employee are leaving the
company and other have transferredthe pressure on thesale team.
● On the other hand, the team member is majorly demotivating with
current scenario of the company. They are not able to the increase the
sales in such manger
EI Strengths and
Weaknesses
What questions would you ask to establish the store manager’s
understanding of emotional intelligence strengths and weaknesses
● Are you aware that the sale of the company wasdecrease due to the
increase level of competitiveness from the competitors?Do you feel
angry and could not control the emotion while handling the teams?
● Are you able to work undersuch pressure in the working environment?

● doyoubelievethat you can work without the support of you manager.
EI Benefits What questions would you ask to establish understanding of the benefits of
emotional intelligence to team performance and relationships:
● what is your ability to perceive emotions in yourself and others
accurately?
● how you manage emotions to attain specific goals.
Options to
handling similar
situations
What questions would you ask to help generate options or opportunities to
better handle similar situations in future:
● how will youhanded the similar situation again takeplace at the work
organization and ow will you handit.
● what are the different opportunities you out tosucceed in
theworkplace?
Proposed
Actions to agree
on
List 3 actions you could agree to with the store manager and yourself to help
them improve their emotional intelligence and deal with the job’s stresses
and triggers.
 Increase self-awareness, self-management and develop a clear
understanding of interpersonal dynamics.
 Identify and apply key emotional skills to a broad variety of workplace
situations-regardless of emotional stress.
 Fostering a positive relationship between the trainer and the learner
by having insight into emotions and thought patterns
12.You wish to ensure that the staff in the Wollongong store, all have the opportunity to
develop better emotional intelligence and team atmosphere. Describe 3 ways you can
achieve this.(60 words)
Encouraging use of the skills learned on the job
Providing an organizational culture that supports learning
Use a 360-degree feedback instruments goodmeasure of EI competencies. A tool like 360-degree feedback is

best used for development and improvement

Part D – Using Strengths and Weaknesses
During this task you are required to show how you would use emotional intelligence to
maximise team outcomes.
Scenario
You are the owner of a small health and well-being retreat centre called Healthy Beings.
You have decided to set up a team to speak at a free local wellness seminar, helping to
promote Healthy Beings and better health in the community.
Here’s the format for the presentation:

Introduction
(5 minutes)
Among every other life fulfilment having health and great wellbeing.
In the living of soul desire. wellbeing is more unless looking to have
life satisfactions and greater power of high self-enjoyments. The
importance of heath wellbeing is the fundamental for overall health
of an individual as it improve the relationship between the family
and friends. Having the sound relationships often help out in
maintaining work life balance and effective communication. There
are fulfilments of sufficient rest helpful in making the decision which
is strong health wise at the workplace and make everything easy to
attain. It helps in improvement of wellbeing and quick recovery for
illness. The healthy wellbeing attract positive behaviours and
influence people close.
Topic One
(10 minutes)
Loving fresh:
Mindfulness is the break from constantly divided an analytical mind.
It gives the individual moments to pay attention to what is actually
in front of us instead of being focused on the past or future. It is
truly important using mindfulness as a guide to better business
practices to be taken. Becoming mindful through practice is a series
of consistent efforts and will power to make the right choices during
testing and tempting situations. So, having the healthy lifestyle it is
important to have intake of Several vitamins and minerals, including
A, C and E and selenium, act as antioxidants. They are mainly found
in produce, so a diet rich in fruits and vegetables is beneficial to
protect against disease.
Topic Two
(10 minutes)
Living fit:
Living Fit offers a safe and nourishing environment to explore the
art of yoga. This is about spiritual awakening, emotional growth,
mental focus, and physical health. Physical and mental fitness play
very important roles in lives of people. People who are both,
physically and mentally fit are less prone to medical conditions as
well. This have reduction in the greater level of risk of dementias.
Living fits have boot the staying active in mind function and energy.
Topic Three
(10 minutes)
Logging out:
Stress causes most health problems nowadays and regular
relaxation is a cure for it. Every culture on the planet has at least
one day of rest and recuperation. Many use that time to recharge
spiritually by going to religious services, while others sleep in, watch
TV, and just give themselves the gift of a lazy day. Downtime is
actually a critical component for our physical health, our brain
health, and our optimal brain function. Downtime replenishes the
brain’s stores of attention and motivation, encourages productivity
and creativity, and is essential to both achieve our highest levels of
performance and simply form.
Conclusion As per the above discussion, it is very easy to relate the importance

The team consists of Nikola Deed (General Manager, Alternative Therapies Lead,
Naturopath, Yoga Instructor) Blake Randall (Coaching and Mentoring Lead), Cindy Yen
(Marketing and Sales Lead) and yourself playing the part of Jeff Irvine (Fitness & Nutrition
Lead, Personal Trainer, Fitness Instructor and Nutritionist). Each person has to speak at least
once.
Here’s a quick overview of their top five strengths:
Jeff Irvine Nikola Deed Cindy Yen Blake Randall
Honesty
Teamwork
Leadership
Awe
Enthusiasm
Humility
Kindness
Spirituality
Curiosity
Self-control
Enthusiasm
Courage
Optimism
Teamwork
Social intelligence
Perseverance
Judgment
Gratitude
Prudence
Fairness
13.Using the following template, choose at least one speaking role for each team member
and explain why he/she is the best person for this role. Justify your choices in detail by
describing how he/she will help to achieve the objective of each role.
Topic Presenter Justification for selection
Introduction
(5 minutes) Jeff Irvine Jeff Irvine is best person for this role because
of leadership skills and enthusiasm. This is
important because introduction is a phase
through which introducer ensures that
listeners are encouraged to be part of overall
seminar. Individual with leadership skill also
possess knowledge of every topic that is
expected to share and speak in seminar.
Leaders are also comparatively better at
expressing benefits and advantages of topics.
Enthusiasm of Jeff Irvine is also likely to
enhance interest of listeners at seminar.
Topic One:
Loving Fresh Nikola Deed Nikola Deed is another individual that can
present the topic Loving Fresh. This is because
this topic consists of healthy choices

(10 minutes) consistently. This topic also covers fuelling
body with vitamins, minerals and antioxidants.
This is the reason that Nikola Deed with
strengths such as spirituality, self-control and
humility can express effectively over this topic.
Humility is another strength of Nikola Deed
according to which individual is able to
identify and express importance of particular
topic, Nikola Deed with help of this will be
able to effectively express importance of
being mindful and making healthy choices.
Topic Two:
Living Fit
(10 minutes)
Cindy Yen This is another topic in which importance of
being active and connecting with other people
socially will be discussed. This will also involve
topic of feeling strong, powerful and
motivated. Cindy Yen has strengths such as
enthusiasm, courage, teamwork and social
intelligence. This is one of the reason that
Cindy Yen is best and most suitable to speak
for this topic.
Topic Three:
Logging Out
(10 minutes)
Nikola Deed This topic involves discussion of importance of
relaxation, downtime, and switching off from
modern life to better connect with our centre.
This is why Nikola Deed having strengths such
as spirituality and self-control is best and most
suitable for this. Concerned with features and
elements concerned with this topic an
individual having in-depth knowledge and
experience can speak successfully and
effectively. It is important to influence others
with help of knowledge gained through
experience.
Conclusion
(5 minutes)
Blake Randall Conclusion involves leaving audience with a
message of feel-good. This is one of the
reason that individual with gratitude,
judgement, is most suitable for the topic of
conclusion. Strengths such as prudence
involves individual in process of making right
decision on the basis of reason. This means
Blake Randall will be able to express clearly
different offers with a rationale or reason that
positively influence audience.
End of Assessment.
Congratulations, you have completed this assessment task.

Please ensure all questions are answered and upload the following:
 This completed workbook containing the answers to Task 2.
 3 x Emotional Intelligence Feedback Forms
 If studying online – video of role play with two participants.
REFERENCES
Book and Journals
Emmadi, S.R., 2019. Emotional intelligence: A tool for success. International Journal of Management,
IT and Engineering. 7(11). pp.26-36.
Pacheco, N.E., Rey, L. and Sánchez-Álvarez, N., 2019. Validation of the Spanish version of the Wong
Law emotional intelligence scale (WLEIS-S). Psicothema. 31(1). pp.94-100.
Appendix A – Emotional Intelligence Feedback
Name of student being reviewed:_______________________________________________
Name of person reviewing the student:________________________________________
Please read each statement in reference to the student, and respond by ticking the box you think best aligns
with the student being reviewed:
Emotional Intelligence Feedback Survey
Strongl
y Agree
Agre
e
Neither
Agree or
Disagre
e
Disagre
e
Strongly
Disagre
e
He/she does not become defensive when
criticised.
He/she can stay calm under pressure.
He/she can handle setbacks effectively.
He/she can manage anxiety, stress, anger and
fear in pursuit of a goal.
He/she can implement criticism and feedback
for growth.
He/she is positive.
He/she can maintain a sense of humour.

He/she tries to see things from other people’s
perspectives.
He/she can air grievances skilfully.
He/she can listen without jumping to
conclusions.
He/she can freely admit to making mistakes.
He/she can recognise when his/her behaviour
affects others.
Answer the following open ended questions regarding the person being reviewed:
 In your opinion, what is his/her greatest strength?
______________________________________________________________________________________
 In your opinion, what situations tend to affect him/her the most?
______________________________________________________________________________________
Full name of
reviewer:________________________________________________________________________
Signature____________________________________Date_______________________________________
____