BSBLDR511 Develop and Use Emotional Intelligence

BSBLDR511 Develop and
Use Emotional Intelligence

Table of Contents
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................5
Personality Test......................................................................................................................5
Personality test review............................................................................................................8
TASK 3..........................................................................................................................................16
REFERENCES..............................................................................................................................21

Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment
tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
1

Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the
evidence.
2

TASK 1
1. Explain emotional intelligence and the importance of this characteristic at work.
- According to Peter Salovey and John Mayer “Emotional intelligence is an ability to measure
self as well as other's emotions, in order to discriminate between various emotions and label
them effectively. It is also uses emotional information for guiding and thinking behaviour.”
Emotional intelligence is a skill that helps in improving communication, problem solving skills,
management and relationships at workplace. All these make it necessary for employees to have
emotional intelligence at workplace (Teal and et. al., 2019). It is also be improved with the help
of training and practice. People who have good emotional intelligence can make better decisions
in an organisation while solving various problems. They have good empathy level which helps in
resolving conflicts between employees.
2. Explain each of the five essential principles of emotional intelligence as defined
by Daniel Goleman.
-According to Daniel Goleman there are five features of emotional intelligence as mentioned
below:
Self-Awareness: Self awareness refers to an ability which helps in recognizing emotions,
strengths, limitations, actions and also understanding how all these are affecting everyone around
us. It helps an individual to handle and appropriately use feedbacks provided to them. It will also
help individuals to value skill set of others that they lack in.
Self-Regulation: Self regulation is effectively helping individuals to manage their impulses and
emotions. It will help in showing various emotions that are only necessary and required for
certain situations. It will help managers to gain trust of their subordinates and also react
rationally in different situations.
Empathy: Empathy means that an individual is able to understand and identify emotions of
different people. In this people usually keep themselves in positions of others and then judge the
situation. It allows people to understand perspective of others. Empathy is helpful for people
while they are providing feedbacks to others. It can attain respect for a person in organisation
and job performance can thus be improved.
Motivation: When a person is self-motivated they are positively filled, working towards their
goals and also do not need any external factors to keep them encouraged. Self motivation helps
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in increasing self confidence and keeps one motivated even after they are facing failures. It will
keep individuals focused towards their goals and also spread the positive energy in team.
Social Skill: Social skills majorly consist of managing relationships in such a way that it brings
benefits to organisations as well as individuals. It will help managers in building good reputation
with their subordinates. It will build trust of employees with each other (Di Fabio and Kenny,
2019). Interaction helps in understanding individual needs and also fulfilling them effectively to
raise standards and achieve required goals.
3. Explain the key principles of the Emotional Intelligence Theory developed by
Caruso and Salovey (2004).
- There are six principles of emotional intelligence according to Caruso and Salovey which are
mentioned below:
 Emotion is information it explains how emotions are help others to understand the state
of mind of people. It is helping people to adapt and respond to various situations that
arise in life. One may try to ignore emotion but it doesn't work because thinking emotions and
judgements are interconnected. The responses due to emotions also often influence
relationship of people in positive as well as negative ways (Prentice, Dominique Lopes
and Wang, 2020). One can try to hide emotions but we are not as good at it as we think, because there are
various attempts made to mask our emotions that certainly fails. Decisions must incorporate emotion to be effective, as it is not always necessary to make
everyone happy. One cannot successfully focus on everyone's need due to emotions and
decision making must be focusing on goals rather than only emotions. Emotions follow logical patterns, as emotions are not always random and effectively
follow a certain sequence which is usually low to high as events through which emotions
are developed starts increasing.
 Emotional Universals exist, but so do specifics, as emotional intelligence can be applied
to society at large. The rules of emotions which are associated to expressions can also be
applied universally. However they can specifically differ in various cultures.
4. Explain three strategies that can be used to build emotional intelligence.
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-There are various strategies which can be used by individuals to successfully build emotional
intelligence, some of which are below described:
 Practising Empathy, will effectively help individuals to establish deeper connection with
people and being thoughtful towards them (Guo and et. al., 2019). Empathy should also
not be confused with sympathy, Improve non-verbal communication and and also become sensitive towards that of others,
it will help in building effective emotional intelligence. There are a number of ways such
as body language, para linguistic, etc. that can be effectively used in it. \
 Working on social skills, will help in effectively communicating and creating connection
with others. It is necessary for individuals to listen, engage in conversations, negotiate
and collaborate whenever possible.
5. Explain how a manager with high emotional intelligence can assist in achieving
business objectives. Provide an example to illustrate your answer.
-Managers with emotional intelligence can be great leaders they understand various aspects of
others and can effectively take decisions regarding them as well. A manager with emotional
intelligence will also motivate their subordinates effectively. An example can be taken where
managers need to cope up with absenteeism of employees in organisation due to which expected
productivity level is not achieved. The manager took initiative to talk to all the employees
individually and understand reason behind it. Non-hygienic business environment was concluded
to be the reasons and manager then worked upon it effectively to improve the hygiene at
workplace.
6. Explain the importance of recognising cultural differences in emotional
intelligence. Provide two examples to illustrate your answer.
-It is important to identify various culture difference in emotional intelligence because the fact
that everyone have common basic emotions is not true. Recognising cultural differences in
emotional intelligence will allow managers with diverse workforce to effectively manage
operations in the organisation.
 -There are instances when the comic level of different cultures vary from each other. It
can be understood by a fact where an American couple went to watch an European comic
movie and they did not find it funny enough (Yonck, 2020). The reason behind this was
that the quotient of comedy they require in UK is different fro that In USA.
5

 - Another example can be seen of Japan where there exist strict boundaries regarding
display of emotions. They do not show their excitement on their faces regularly. They try
and control their emotions on a regular work day as well. This will however not be
followed when individuals are out of their workplace. Once out of their workplace people
in Japan show great emotions. This may include various instances such as out with
friends, dancing, drinking and so on.
7. Explain two ways of communicating effectively with a diverse workforce with
varying cultural expressions of emotions.
-In order to effectively communicate in a culturally diverse workforce it is necessary for
individuals to reflect their beliefs. They need to understand communication tone, frequency and
style of each other which is unconscious and formed due to difference in culture. Belonging to
different culture usually creates different assumptions due to various facts and difference in
experiences (Schlegel and Mortillaro, 2019). Everyone in organisation must be trained to deal
with such unconscious bias. Also raising personal awareness amongst employees will effectively
help in relating as well as communicating with everyone in a culturally diverse organisation.
-Another way which can be used by leaders in an organisation to communicate in a culturally
diverse organisation is by effectively recognizing the differences and portraying it in a positive
manner. They need to celebrate differences in cultures. Valuing and embracing differences
among people will also help in improving employee engagement between people in a team. It is
necessary that everyone is honouring and respecting each others cultures by providing leaves on
all the festivals, celebrating different religious festivities together. Taking these steps will
effectively help organisations to communicate important information effectively.
8. Explain two ways of using emotional intelligence to build effective workplace
relationships.
-There are a number of ways in which emotional intelligence can be used to build effective
workplace relationship. Below mentioned are two such ways:
 Motivation is an important factor for every organisation. It is necessary that employees
are self-motivated as well as their managers are working effectively in order to motivate
them. It is often seen that motivated and encouraged employees are completing their tasks
on time and with desired quality. This will enhance communication between employees
as they are working towards a single goal. It helps organisations to increase productivity
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and also attain all its goals and objectives in time. Emotional intelligence incorporates the
concept of self recognition and self motivation which will help organisation in building
effective relationships within workplace.
 Mental Well-being of individuals is also increased with the help of emotional
intelligence. It makes it beneficial for employees in organisation to build relationship
with each other. It is often seen that when mental state of individuals is in good position
they accept different cultures and beliefs of other (Lee, 2019). Accepting differences will
automatically help individuals to build better relationship with one another within
workplace. It will also help organisation to prosper along with providing employees a
way for personal and professional development.
7

Assessment Task 2 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment
tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
8

Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the
evidence.
9

TASK 2
Personality Test
10

11

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Personality test review
Answer all of the questions below using the results of the test to guide your answers.
a. Document your ratings for each of the five factors as identified in the personality
test results. Include your score for each of the factors and how you rated on each
factor, as well as your strongest personality trait as shown by your highest score.
Ratings of the five factors
as identified in the
personality test
Score
(Percentile)
Description of how I got rated on each factor
Openness to experience 43 The score that I have got from the personality test
in this particular factor was 43 and in my
knowledge this is particularly the correct score
that has been given to me based on the answers
that I have given in the test.
Conscientiousness 45 I scored 45 in this factor within personality test,
where I can also consider this score as correct,
because I also feel the same about
conscientiousness within me.
Extraversion 53 53 was considered as the second highest score
that I have received after finishing the personality
test, which somewhere somehow was incorrect as
I am more of an introversion.
Agreeableness 17 The score that I got was 17, which is also
incorrect in my own thoughts because, I agree
more often in work-based life.
Natural reactions 62 This is considered to be the strongest factor,
where I have received the highest score i.e. 62.
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b. Reflecting on the results, identify what stood out for you in terms of what it tells you
about yourself as a person?
Considering the overall personality test, I can say that I moreover react naturally, which
is somewhere somehow correct. The way I perform every single task, my thought process stays
natural and I react naturally based on the situation., I have found that anger is a natural reaction
to a perceived threat, which I majorly find in myself and I react mostly towards threat but I also
calm myself from time to time.
c. Thinking about the questions asked as part of the personality test and your
learnings as part of this unit, identify five of your emotional strengths?
The five crucial emotional strengths that came in front are presented underneath, which
impacted positively on my overall learning ability:
 Creativity
 Curiosity
 Love of learning
 Open-mindedness
 Perspectives
d. Thinking about the questions asked as part of the personality test and your learning
as part of this unit, identify five of your emotional weaknesses?
The five crucial emotional weaknesses that came in front are presented underneath,
which impacted negatively on my overall learning ability:
 Impatient.
 Procrastinate.
 Persistent.
 Takes things personally.
 Strong willed.
e. Explain how you believe the emotional strengths you have identified above help
your workplace performance and relationships.
Considering the strength points that I have identified in my own like creativity, curiosity,
love of learning, open-mindedness and perspectives which impacted positively on workplace
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performance and relationships. This could be understood with a good example of a particular
strength i.e. creativity, where my thought process regularly focuses on creativity which helps me
in performing tasks in rightful manner and also aid me in finding unique ways to improve my
proficiency level.
f. Discuss how you believe your emotional weaknesses hinder your workplace
performance and relationships.
Being impatient and taking things personally are considered to be the major weaknesses
that hinder my workplace performance and relationship as well. I believe that taking things
personally may impact negatively on performance level because while working in a firm it is
must to be patient and work as a team, because then only positive impacts can be identified.
g. Complete the following table about personal stressors at work.
Identify at least four sources of stress that are most likely to result in workplace
stress for you, your stress response (emotional, physical, behavioural) and actions
that you can take (or have taken) to manage stress.
Personal stressor What is your stress response Actions to address
Changes within the
organisation:
Rather than panicking, I started
accepting the challenges like
rapid changes that majorly takes
place in the organisation. This
resulted into positive outcomes
on my overall learning process in
much effective and efficient
manner.
Emotionally, I have started
accepting the truth that it is must
for an organisation to bring
change among different areas
like technology and so on as
then only competitive
advantages can easily be gained
in much effective and efficient
manner.
Changes to duties: It was mandatory for me to
accept this challenge as well to
reduce the stress level of my own
In present context, I have
changed my behaviour towards
the existing thinking of
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in workplace, because duties gets
change from time to time and
this is performed by management
of a company to improve skills
and attributes of an individual.
resistance to change. This has
helped me out in hitting my
overall targets and gaining
knowledge about the new duties
at workplace.
Job insecurity: In present context, job insecurity
is something that impacts
negatively on performance level.
In the response, I have started
attaining my daily targets which
resulted into positivity on my
performance at workplace.
Physically, I started pushing my
strengths to the limits in order to
achieve the desired goals and
objectives.
Lack of autonomy: I have changed my thought
process, so that I do not get
controlled by others.
In this situation, I stopped
thinking emotionally and
improved behaviour as well.
h. Review the following list of needs and choose at least three that most trigger your
emotions when you don’t get these needs met. Consider this question in the context
of the workplace.
Acceptance
Be understood
Be in control
Attention
Peacefulness
Order
Safety
Respect
Be needed
Be right
Comfort
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Balance
Variety
Predictability
New challenges
Be loved/liked
Be valued
Be treated fairly
Freedom
Consistency
Included
Autonomy
Fun
Now complete the table below.
Write down each need you have chosen and why this need is important to you at work. Attention: It is necessary for me because, recognition is must for an individual when he
or she is performing well at workplace. Peacefulness: I have found that, peacefulness is important because without this I might
get filled with stress which is not appropriate for me while working at workplace.
 Be treated fairly: It is necessary for me because, this will reduce the chances of any sort
of discrimination and bring equal opportunities for my own and for colleagues as well at
workplace.
Also give an outline of the emotions triggered in you when you don’t get these needs
met and ways that you can control your emotions in the face of not having your
needs met.
Need and why this need is
important to you at work
What is your emotional
response when this need is not
met?
Emotional control
mechanism
Attention is considered to I try my level best to have a Visualization and mental
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be a need and it is
necessary because, I have
found that recognition and
rewards as two important
elements at workplace that
can keep me motivated
towards different tasks and
so on.
conversation with seniors and
deliver the information about
working capabilities.
trials.
i. What other criteria could you use other than those in the personality test to
determine your own emotional strengths and weaknesses?
Based on the findings, I have found that I can consider Myers-Briggs Type Indicator
(MBTI) to identify emotional weaknesses and strengths.
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2. Send an email to your assessor.
e-mail:
To: [e-mail]
CC:
BCC:
Subject: Regarding Personality Test
Hello,
Please find the attachment of my details,
19

This is to inform you that, I am attaching screenshots of my personality test. Please revert back
with the time, date and place for the meeting so that I can effectively take right actions for
20

further modifications in the test that I have performed and the content that I have written.
Sincerely,
XYZ,
555-555-5555
[e-mail]
Meet with Accessors
The action plan in order to deal with emotional intelligence and also weaknesses will
include following steps:
 It is necessary top work on communication skills specially on listening skills to gain
knowledge.
 Being empathetic and not sympathetic.
 Respecting feelings of others.
 Working on self control and self regulation to take better decisions.
 Motivating others as well as being a self motivator.
Development plan
Identified area of
emotional intelligence
development
Briefly describe why you have
identified this as a priority
Actions to improve area of
emotional intelligence development
Communication It is necessary to communicate in
order to live in society and use
emotional intelligence.
It can be achieved by listening
properly to others before reacting
Empathy One cannot understand others
perspective unless they are
empathetic
Every time one must keep
themselves in others position and
start thinking about their
perspective related to problem
Respect It is necessary to build relations for
which respect is required
Taking others opinion will bring
respect for them
Self-Regulation Self control is necessary in order to
keep emotions in control
To control self emotions meditation
is a great way
Motivation Goals can be easily achieved when
one is motivated
Take a note of goals and prepare a
plan to reach those goals will keep
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one motivated.
E-mail
To: [e-mail]
CC:
BCC:
Subject: Regarding Development Plan
Hello,
Please find the attachment of my details,
This is to inform you that, I am attaching screenshots of my development action plan. Please
review it.
Sincerely,
XYZ,
555-555-5555
[e-mail]
22

23

Assessment Task 3 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment
tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback

Student result response
 My performance in this assessment task has been discussed and explained to me.
25

 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the
evidence.
26

TASK 3
Staff Emotional Intelligence Report
j. Based on a review of the case study, what do you think could be possible range of
emotions that Yuko could be feeling? List at least five possibilities.
According to case study there are some possible range of emotions that can be
experienced by Yuko such as such as:
 There is presence of racism that is because of their team leaders like Beryl.
 Annoyance can be situation as there is no proper guidance in employee guide book
 There is presence of lot of confusion regarding the exact job responsibilities
 Yuko may get offended in some situations
 Requirement of unity of direction from supervisors to perform work according to their
expectation.
k. Based on a review of the case study, what are the possible ranges of emotions that
Beryl could be feeling? List at least five possibilities.
According to different types of instances that are provided in the case study there are
some situations that are faced by Beryl as mentioned below:
Beryl is launching a situation of as team performance targets are not meeting according to set
standards.
Difficulty in managing of people who belong to diverse culture as subordinates like Yuko are
feeling that there is practising of racism.
Beryl is facing Low motivation and not able to contribute according to requirement of job.
Lack of social skills as there is no proper communication and effective skills.
There is no proper leadership skills that is leading to high unproductive of team.
l. Based on a review of the case study, what do you think could be the effect of the
workplace situation on the manager and possible emotions they could be feeling? List at
least five possibilities.
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Accordance to case study and defined workplace situations there are some possible
emotions of operations manager as mentioned below:
 There is no longer presence of a motivated workforce who are willing to enhance their
contribution towards organisations performance.
 There has been generation of internal conflicts among employees mainly between Tuko
and beryl (Lee, Kwon and Richards, 2019).
 Difficulty in identification of root cause of low productvity of emplolyees.
 High worry and insecurity related to employee performance level.
 Creation of a negative environment at workplace that is affecting productivity of overall
workforce.
m. Would you expect any cultural differences in emotions? Research differences
between Australian and Japanese expressions of emotions and describe differences you
identify. List at least two.
 Australians are generally perceive to be outgoing and happy go lucky individuals. Their
behaviour is very expressive on other hand Japanese are reserved, cautious and
suppressive behaviour.
 Japanese are most likely to express their behaviour but Australians may not be express
their opinion in certain cased as they might feel inferior in status. They posses a feeling
of egalitarian as with time. Australians are using a language that may not be according to
status. They might feel more confidence in opinion as they posses feeling of equality with
people around them.
n. During a meeting, what techniques would you use to ensure that Beryl and Yuko
have the opportunity to express their thoughts and feelings? List at least two.
1) As a operations manager main focus has to be on ensuring a direct one to one interaction
between Beryl and Yuko for this there can be a game where each members has to identify
the best capabilities of members of other teams (of two members each) by mutual
discussion and Yuko & Beryl can be part of same team.
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2) There will be cards that will be provided to each employee where they have to list down
main issues and areas of difficulty that employees are facing while performing their
functions & job duties. But they have to not writing their names and after this they will
exchange them to each other where now each participant will be working on development
of solutions for such issues (Ingram and et. al, 2019).
Above discussed activities will help each employee and especially Beryl & Yuko to solve their
personal and professional issues without having any type of serous conversation.
o. During a meeting, what techniques would you use to ensure that Beryl and Yuko
have the opportunity to reflect on the effect of their behaviour and emotions? List at least
two.
 There will be a activity where each individual have to say anything they feel about
another individual that will be according to discretion of operations manager and here
there will be both Beryl & Yuko assigned task of speaking about each other.
 Individual questions will be asked for the emotions that employees are feeling so that
there present level of mental state can be analysed.
p. What advice could you give to Beryl and Yuko to assist them in self-managing their
emotions? List at least five tips.
There are some advices as a operations manager that can be given to both Beryl and Yuko to self
manage their emotions some of these tips are discussed below:
1) There should be a evaluation of their pre state before such instances.
2) A present state analysis that will be done of all the employees.
3) There will be analysis based on different types of feelings and emotions that are
experience by employees.
4) Focus of employees has to be on solutions rather than on issues.
5) Implementation of developed solutions so that in future such type of instances are not
repeated.
q. Document a step-by-step approach for resolving the workplace situation. As a guide,
you should list between 6 to 8 steps.
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There are certain steps that can be adopted for solving of situation of workplace conflict that can
be used by Beryl and Yuke as mentioned below: Interaction: The main key to solve any issue is to have direct communication and
interaction among people. It will help in identification of main problem areas so that
there can be further working on dealing with such problem areas. No use of indirect communication: The main are of issues is arsing because beryl is not
making any type of direct communication with Yuke but instead through other team
member's so there is need that beryl has to make sure that there is no involvement of any
other third individual between their process of communication (Rezvani, Barrett and
Khosravi, 2019). No racism: Yuke is having a feeling that there is practise of racism by Beryl because of
Japanese background and different language barriers that are arsing on organisation. For
solving this there has to be a clarity that difference of behaviour by Beryl has not to do
nay thing with Japanese background and there is no practising of any type of
discrimination between employees based on caste, culture, language or background. Expressing: with all the communication both Yuke and Beryl have to lay emphasis on
expressing their emotions in a most appropriate manner. If they are angry or frustrated by
each their actions then they have to work on diffusing this situation by having a proper
conversations.
 Building of emotional resilience: Yuko & Beryl have to pay attention towards their
psychological and physical health. It will help both of them in being “Emotionally
resilient”.
r. Prepare questions (at least five) to ask Beryl and Yuko at the meeting.
There are some questions that will be asked to Beryl and Yuko in the meeting by operation's
manager:
1) What are some of main issues that you both are facing related to your job roles &
responsibilities?
2) Please feel openly about how is workplace environment affecting your mental stability to
perform your assigned duties?
3) Is there are some internal conflicts prevailing because of present situation of working
environment?
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4) Reflect clearly the difference that has take place in your previous quarters and present quarters
level of performance?
5) If there is any major aspects that you both are willing to tell each other or some questions
that you are willing to ask each other that is creating any type of confusion and negativity for
your emotions?
Send an email to your assessor.
To: [e-mail]
CC:
BCC:
Subject: Regarding Staff Emotional Intelligence Report
Hello,
Please find the attachment of my details,
This is to inform you that, I am attaching screenshots of Staff Emotional Intelligence Report .
Please review it and send a viable date, time along with venue for role-play discussion.
Sincerely,
XYZ,
555-555-5555
[e-mail]
Meet with staff
It is necessary that regular meetings are organised with all the staff members to know
their perspective. The managers in organisation are to be empathetic towards employees. Proper
positive feedbacks are to be provided in order to keep employees motivated and make sure that
they are developing self regulatory skills (Choi, Mohammad and Kim, 2019). The employees
must be kept motivated in order to increase the productivity and any issues addressed during
meeting should be critically analysed and taken into consideration.
31

REFERENCES
Books and Journals
Schlegel, K. and Mortillaro, M., 2019. The Geneva Emotional Competence Test (GECo): An
ability measure of workplace emotional intelligence. Journal of applied
psychology. 104(4). p.559.
Prentice, C., Dominique Lopes, S. and Wang, X., 2020. Emotional intelligence or artificial
intelligence–an employee perspective. Journal of Hospitality Marketing &
Management, (4), pp.377-403.
Choi, H.M., Mohammad, A.A. and Kim, W.G., 2019. Understanding hotel frontline employees’
emotional intelligence, emotional labor, job stress, coping strategies and
burnout. International Journal of Hospitality Management, pp.199-208.
Rezvani, A., Barrett, R. and Khosravi, P., 2019. Investigating the relationships among team
emotional intelligence, trust, conflict and team performance. Team Performance
Management: An International Journal.
Ingram, A. and et. al, 2019. Emotional intelligence and venture performance. Journal of Small
Business Management, 57(3), pp.780-800.
Lee, Y.H., Kwon, H.H. and Richards, K.A.R., 2019. Emotional intelligence, unpleasant
emotions, emotional exhaustion, and job satisfaction in physical education
teaching. Journal of Teaching in Physical Education, 38(3), pp.262-270.
Lee, Y.H., 2019. Emotional intelligence, servant leadership, and development goal orientation
in athletic directors. Sport management review, 22(3), pp.395-406.
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