BSBLDR511 Develop and Use Emotional Intelligence

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Details of Assessment
Assessment No 1 Assessment Weighting 100%
Assessment Type Written Responses and
Report (Individual
Details of Subject
Subject Name Emotional Intelligence
Details of Unit(s) of
competency
Unit Code (s) and Names BSBLDR511 Develop and
use emotional intelligence
Purpose of the Assessment
The purpose of this assessment is to assess the student in the following
learning outcomes:
Competent
(C)
Not Yet
Competent
(NYC)
1.1 Identify and use evaluation criteria to determine own emotional strengths
and weaknesses
1.2 Identify personal stress ors and own emotional states related to the
workplace
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1.3 Analyse and document potential emotional triggers in workplace situations
which may require determine appropriate emotional responses
1.4 Evaluate the impact of own workplace behaviours that demonstrate
management of emotions
1.5 Use self-reflection and feedback from others to improve development of
own emotional intelligence
2.1 Respond to the emotional states of co-workers and assess emotional cues
2.2 Develop a plan for identifying and responding appropriately to a range of
cultural expressions of emotions
2.3 Apply techniques to demonstrate flexibility and adaptability in dealing with
others
2.4 Demonstrate consideration of the emotions of others when making
decisions
3.1 Create opportunities for others to express their thoughts and feelings
3.2 Assist others to understand the effect of their behaviour and emotions on
others in the workplace
3.3 Develop and implement plans to encourage the self-management of
emotions in others
3.4 Develop and implement plans to encourage others to develop their own
emotional intelligence, to build productive relationships, and maximise
workplace outcomes
4.1 Identify opportunities to utilise emotional intelligence to increase team
performance in line with organisational objectives
4.2 Encourage a positive, inclusive emotional climate in the workplace
4.3 Use the strengths of workgroup members to achieve team and/or
organisational objectives
Assessment/evidence gathering
conditions
Each assessment component is
recorded as either Competent (C)
or Not Yet Competent (NYC). A
student can only achieve
competence when all assessment
components listed under “Purpose
of the assessment” section are
recorded as competent. Your
trainer will give you feedback after
the completion of each
assessment. A student who is
assessed as NYC (Not Yet
Competent) is eligible for re-
assessment.
Resources required for this
Assessment
 Computer with relevant
software applications and
access to internet
 Weekly eLearning notes
relevant to the
tasks/questions
Instructions for Students
Please read the following
instructions carefully
 This assessment has to be
completed In class
At home
 The assessment is to be
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completed according to the
instructions given by your
assessor.
 Feedback on each task will be
provided to enable you to
determine how your work could
be improved. You will be
provided with feedback on your
work within two weeks of the
assessment due date. All other
feedback will be provided by
the end of the term.
 Should you not answer the
questions correctly, you will be
given feedback on the results
and your gaps in knowledge.
You will be given another
opportunity to demonstrate
your knowledge and skills to be
deemed competent for this unit
of competency.
 If you are not sure about any
aspects of this assessment,
please ask for clarification from
assessor.
 Please refer to the College re-
assessment for more
information (Student
Handbook).
STRUCTURE, MARKING ALLOCATIONS AND TABLE OF CONTENT
Content Pages Marks Marks
Achieved
Part 1 – Written
Responses (Total 25
marks for TASK 1)
Q1: a. Definition of Emotional Intelligence and model 2
b. emotionally effected people 1
c. Goleman’s Model 2
Q2. Emotional intelligence in Managing business: 3
Q3. Building workplace relationships: 3
Q4: a. Communicating effectively to diverse workforce 4
b. Understanding feeling of client 2
c. Handling Communication barriers 4
Q5. Principles and strategies 4
Total of Part 1 25
Part 2 – Emotional
Intelligence Analysis
Report (Total of 75
marks)
A. Emotional
intelligence and
Leadership
(10 marks in Total)
A.i.1.a) Demonstration of Goleman’s mixed model of
EI 5
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A.i.1.b) Demonstration of The Mayer and Salovey
Model of EI 5
B. Emotional
Strength and
Weakness (5 marks
in Total)
Emotional Strength and Weakness (5 marks) 5
C. Considering
factors for project
work related
stressors (10
marks Total)
1. Work related stressors and response 4
2. Reflection of
stressors and
emotional
weaknesses (6
marks in Total)
Written Questions
(6 marks in Total)
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Q1. Personal stressors and emotional weaknesses of others 2
Q2. Personal stressors and emotional weaknesses of own 2
Q3. Control to reduce stressors and emotional triggers 2
D. Self-Reflection
and feedback (14
marks Total)
1. Self -reflection for growth 4
2. Feedback from team member 4
3. Actions to improved Emotional intelligence 6
E. Cultural
Expressions and
positive emotional
climate (Total 15
marks)
1. Adapting to Cultural expressions 8
2. Positive emotional climate 7
F. Maslow’s hierarchy
theory for fulfilling
needs and related
emotions (Total 5
marks)
Maslow’s hierarchy theory for fulfilling needs and related
emotions 5
G. Role Play ( Total of 16 Marks)
Role Play Performance and Script 16
Total of Part 2 75
TA92109OTAL MARKS OF THE ASSESSMENT 100
The learner is required to update and adjust the page numbers and topics based on the amount of their content
and the responses made to each task.
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PART 1– KNOWLEDGE EVIDENCE WRITTEN RESPONSES
This part of assessment comprises the knowledge testing required for the unit BSBLDR511. 5
knowledge questions and you must ANSWER ALL. Use the spaces below to respond to the
questions. Weights and marking allocations are in the marking allocating table.
This assessment has been established with the aim to measure your knowledge, and attributes
emotional intelligence principles and strategies, the relationship between emotionally effective people
and the attainment of business objectives, how to communicate with a diverse workforce which has
varying cultural expressions of emotion and explain the use of emotional intelligence in the context of
building workplace relationships.
Answer the following questions in the appropriate spaces below:
All responses must:
This activity has been designed to assess your knowledge and understanding of leading and
managing a team in the context of emotional intelligence within business organisations.
Question 1: Definition, model and dimensions: Define Emotional Intelligence? Explain in
your own words. Who are emotionally effected people? Based on the Model of Emotional
Intelligence’ by Daniel Goleman’s, how can you as a leader develop the dimensions of this
model in the context of a business environment?
a. Emotional intelligence definition
A – Emotional intelligence is the ability to monitor the individual own and the other emotions
for the purpose of discriminating between the variety of the emotion and to guide the thinking
behaviour.
b. Emotionally effected people:
B - Emotionally affected person are the person who's brain changes with the happening of the
body. The thinking of the person also changes as he used to see many different aspect of the
common issue. Person start to want to behave differently than you usually behave.
c. Goleman’s model application on a business environment:
C - Goleman's emotional intelligence contains of the five element Emotional self awareness,
what one is feeling at a time. Motivation, utilizing the emotional factor to achieve the goal.
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Self regulation, controlling and directing someone emotion. Empathy, sensing others
emotion. Social Skills, managing relationships, inspiring others and inducing desired
responses from them (Mayer, Caruso, and Salovey, 2016).
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Question 2: Managing business: Business frameworks and methodologies are endlessly emerging
through best practices and ideals to progress efficiency in different organisations. It is vital to examine
emotional leadership in workplace settings to gain an inclusive understanding of the complex
emotional intelligence concepts. Based on your workplace or any other experience outline what role
emotional intelligence played in leading and managing the business? (3 Marks )
Emotional intelligence is plays a very important role in the business as it only helps the leader
in understanding the employee in better way and directing their work toward achieving the
organisational goal. Self awareness feature of the emotional intelligence helps the employee
in understanding the owns need and their by they are able to find the alternative solution.
Emotional intelligence also helps the employee in the organization in building the good
relationship between each other which creates the clarity of the mind (Carson, Carson and
Birkenmeier, 2016).
Question 3: Building workplace relationships: Business are unpredictable that fosters a lot of
interpersonal actions and the need for cognitive ability of team members. Researches state that
emotional intelligence can reinforces a business through improving the job performance of its team
members and in equipping those in ways with the emotional tools that support them be much happier
during work Explain the use of emotional intelligence in the context of building workplace relationships
with team member Provide an example to state your answer. (3 Marks)
Relationship is the mutual understanding between the two party at the work place, Emotional
intelligence helps the employee in understanding the other party thoughts and the need which
eventually creates the bond between the two party which helps the employee in creating the
working relationship. It also helps the member in the team to glitches out any issue which is
faced at the work place. The main benefit which is brought by the Emotional intelligence is
the communication which build the good relationship among the employee (Crowne And
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et.al., 2017).
Question 4: Case Study: Communicating effectively to diverse workforce (10 marks)
Read the case study below and answer the questions that follow. Enter your response into the text
boxes provided.
Natasha, a middle-aged woman of Eastern European appearance, approached the receptionist of a
community centre. She spoke with a very strong accent. The receptionist then asked for her name by
speaking very slowly and in a loud voice. The receptionist repeated the request three times, drawing
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the attention of the whole centre. Natasha looked very unhappy and went away.
Q1: Would speaking loudly and slowly help the communication problem? Why/why not? (4 marks)
Q2: How might the client be feeling after being spoken to in this way? (2 marks)
Q3: What would you do to break the communication barrier if you were the receptionist? (4 marks)
a.
A – In my thought the speaking loudly or slowly was not the big problem of the
communication in the above the real problem was the different in the understanding the
ascent of each other and the receptionist was trying to match the same ascent but that does not
sound that well in the organisation which was the big reason of the communication problem
in between the both the party.
b.
B – In my thought the client will be feeling the dis respected by the receptionist as in the
client thought the receptionist was making the fun of own so he left the organization. The
client was also be feeling the anger as all the client expect a some sort of the respect from the
organization who they are paying for the services or the product which is provided by them.
c.
C – If I was at the place of the receptionist then I would have used the different way of asking
the name other than just lauding the voice. I would also have taken the help of the other
colleague and asked the same to have a discussion with the client so that she understand the
question very easily.
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Question 5: Principles and strategies: Considering the reflection of your personal attributes,
impact on others and/or adjustment of your tactics to support your development, outline a situation
from your workplace or any other experience , when you exemplified model of workplace behaviour
signifying management of emotions as an illustration for your team members/workmates/classmates
to follow. (You may refer to emotional principles and strategies and/or impact of your own emotions on
others and their feedback in your response)
(4 Marks)
From the basis of my personal experience from my workplace environment. Being as a
branch manager at APS is the very big opportunity to work. I gained many good experience
with my teammates that motivates me in my decision and helps me to implement in better
way. I am very calm and polite person that better understand the situations and also analyse
what is best for the company. I observed the most important thing in the business that team
members and their support is the most important thing within the organisation that makes the
person more reliable and productive. My emotional strength is my confidence and positivity
that makes the teammates more motivated and happy. On the other side, my emotional
weaknesses is to get anger in some certain situation when work is not been completing as per
the planned manner. Suc anger makes everyone scared and difficulty. However, I need to
work upon my anger and should take some good practices to reduce my consciousness.
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PART 2 - WORKPLACE SCENARIO BASED ON A CASE
ORGANISATION- PORTFOLIO OF EVIDENCE
SIMULATED WORK ORGANISATION:
The portfolio of evidence comprises the assessment of the application of your emotional
intelligence usage knowledge whilst managing a project and its team. You will use the given case
study below and will need to demonstrate your emotional intelligence to increase self-awareness,
self-management, social awareness and relationship management as well as identifying the impact
of own emotions on others whilst managing your team applied to any workplace.
ORGANISATIONAL BACKGROUND
(Information partly sourced from various similar organisational sources and other external source. The
information contexts have been significantly modified and re-written.)
APS (Australian Parcel Service) is Australian based cargo organisation with over 5,000 employees
moving one million packages each month through the use of air, rail, sea and land transportation
systems. For the last decade, the organisation has been one of the most successful cargo and parcel
enterprises of Australia. This is due to innovation with their digital technologies and also human
management system.
While founder Joe Burns was focused on logistics and speed, from the start he believed that people
were the key to business, and that leadership and human management is about continuous growth:
“Leaders get out in front and stay there by raising the standards by which they judge themselves –
and by which they are willing to be judged.” This vision has translated to the “PSP Philosophy” –
People-Service-Profit – which drives APS today.
The company identifies that the human-side of leadership has grown more complex, and looking to
the future, is committed to developing leadership capabilities to manage the changing nature of
workforce. The goal is leaders who are better at emotional intelligence, influence, make decisions
that are both quick and accurate, and are able to build a culture where people feel the dedication and
drive for exceptional performance in a way that’s sustainable and creates real value for all
stakeholders.
To measure leadership and Emotional Intelligence performance, APS administers an annual survey
where every employee can provide feedback about managers. The survey themes include respect,
fairness, listening, and trust – leadership responsibilities that are all about relationships and emotions.
This commitment to people-first leadership created an interest in “emotional intelligence” as a
learnable skillset that would equip managers to deliver the APS way.
Even though the leadership training was state of the art — among the top ten in the world – the APS
Global Leadership Institute is charged with continuously updating and innovating in keeping with that
Joe Burns call for continuously “raising the standards.” Located near the company’s primary hub, the
Leadership Institute (TLI) serves as the leadership university for APS Express.
ORGANISATIONAL VALUES
The success of human management and leadership at APS offers several insights to us. Firstly, the
organisation has not only placed some moral values but also implemented them with appropriate
projects and process. One good example is the INTELLIGENCE LEGACY training program for new
leaders and managers. Below exhibit the three major values of the organisation.
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Link to what matters. At APS, concepts like “discretionary effort” and the leadership requirements
from the annual survey create an internal “case” for emotional intelligence. The champions of this
project have helped leaders see that the learnable skills of emotional intelligence are building blocks
to create the kind of people-first leadership the company wants – which, in turn, increases economic
value. This recognition has built support of the initiative at very senior levels.
Build internal capacity. By developing an internal team of emotional intelligence practitioners, the
company has been able to assimilate the concepts and skills of EQ and “translate” them to work
within the company culture. Having a large, strong team of emotional intelligence coaches and
trainers means this program can be delivered at a large scale, creating a new “strand of DNA” to
support the desired organisational culture.
Walk the Talk. The company tells managers to put people first, so the company puts people first. By
supporting new managers to be good people and investing in their growth right at the start of their
management careers, APS senior leadership is providing a powerful role model.
In 2018, APS implemented a new training program for new managers to consider the impact they
wished to have as leaders – the intelligence legacy they were creating. A core component of the
INTELLIGENCE LEGACY course was a module on emotional intelligence using the organisational
Emotional Intelligence situations. The results were very positive, in part because the course was very
realistic and practical with scenarios from previous organisational situations.
Recently the organisation had a recruitment drive and you have been hired as one of the branch
managers of this company. As part of the induction and training, you have also completed the
INTELLIGENCE LEGACY course and ready to move to your regional branch as the new branch
manager. As a branch manager you will lead a team that consists of several employees and as well
as team leaders.
Your task is to create a report on “Emotional Intelligence Analysis”, assuming you are the newly
hired/appointed Branch Manager of APS Company.
The report comprises of completing all the tasks from Task A-Task G, as given below. This aims on
demonstrating your ability on how you can implement and utilise the information you adopted through
attending the course.
To generate the report, you must complete all tasks from Task A - Task G by following the
instructions as stated for each. Ensure to provide details of the front cover page template of the report
as given in the next page.
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Emotional Intelligence
Analysis Report
Company Name
Prepared by:
Position:
Date:
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A. Emotional intelligence and Leadership 10
Marks
As a branch manager you are required to cooperate and connect with multiple stakeholders
associated with a business environment and build and facilitate a high-level effective teamwork and
productivity by understanding and managing one’s emotion to make a right decision in order to
achieve a satisfactory outcome.
You are to acknowledge the two most used models, “Goleman’s mixed model of Emotional
Intelligence and The Mayer and Salovey Model of Emotional Intelligence and demonstrate effective
leadership while you manage APS.
Demonstration of Goleman’s mixed model of Emotional Intelligence 5 marks
Using the four components of emotional intelligence as stated in the “Goleman’s mixed model of EI”,
state what aspects of recognition of self-awareness and social awareness, regulation of Self-
management and Relationship management in terms of personal and social competence how can you
demonstrate/model such behaviour? Suggested sample has been stated.
List your suggestions in the given template below: (refer to Goleman’s model to acknowledge what
each component comprises of): each component should consist of at least 2 data each.
Personal Competence Social Competence
Recognition
Self Awareness
 self awareness motivates
my decision making
process and also
strengthen my future
plans.
 My values and beliefs
drives me more confident
to succeed.
Social Awareness
 Understand the emotions of
next person and maintained the
strong relationship with the
stakeholders.
 Maintained the workplace
environment to better utilize
the resources.
Regulation Self-Management
 Planning and dedication
towards my work is my
best approach.
 Patience and calmness
helps me to control my
Relationship Management
 Group meeting with employees
can help to get better decision
to resolve the conflicts.
 It better understand the
opportunity to analyse the
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emotions. individual behaviour.
Demonstration of The Mayer and Salovey Model of Emotional Intelligence 5 marks
Using the four branches of emotional intelligence as stated in the “The Mayer and Salovey Model of
EI”, state how your understanding of each items and their functions can be relevant to your
management ability and how they can reflect in your approach and behaviour during managing your
new role. Suggested sample has been stated.
List your suggestions in the given template below: (refer to Mayer and Salovey Model to acknowledge
what each branch comprises of, however, some brief information have been provided, use the to
assist you with your identification): each components should consist examples related to your project
for each management ability and action:
Branch Management ability and action
Perceiving Emotions
Perceiving emotions is the ability to understand
the other emotions. Mainly this process does
not includes any verbal signals like facial
expression, chatting, etc.
Positive attitude and healthy business attitude
will better understand the valuing the diversity
of emotions that better bring the new
opportunity and gain. Facilitating thoughts will
better help to continue the work opportunity
and goals.
Facilitating thought
Next process is to identifying the emotions in
order to engage the thinking and cognitive
activity. The reason is emotions better tells to
which individual need to pay attention.
In management ability to understand the
employees emotions and their needs. For
example : In within the organisation Manager
can better understand the employee needs and
make them satisfied. This process can help to
get the productive outcomes and effective
workplace environment.
Understanding emotions
Understanding the emotions we perceive can
carry a wise variety of meaning this context
makes the person ineffective and challenging
towards the ineffective challenging goals. This
better helps to examine the deep
understanding for the improved organisational
opportunity. This healthier environment
This emotional intelligence can better improve
the situations more effectively. Along with that,
it can make strong relation with stakeholders
which improves the business efficiency.
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generate the possibilities of success.
Managing emotions
Managing emotions effectively is very
important part in emotional intelligence.
Managing emotions is the ability to manage
each other emotions of others that are
important to general aspect of emotional
management. Managing working opportunity is
the development effective areas.
Managing emotions can helps to control the
individual behaviour and less possibilities of
dissatisfaction. This emotional intelligence can
help in taking action in management action.
B. Emotional Strength and Weakness 5
Marks
The association between emotional intelligence and leadership style of a positive organisational
performance encourages the need of both the intellectual competencies to meet cognitive challenges
and the emotional capabilities. Within a workplace that fosters strategic change, these proficiencies
can influence team members to trust and commit to the manager’s decision and build interpersonal
relationship to increase their capacity to the highest standard that results in maximisation of the
overall business outcome.
As a manager you need acknowledge your own action and behaviour towards all stakeholders to
understand how your they function and emotionally react within the project setting.
While managing the branch, identify your own emotional strength and weaknesses and list at least 3
data in the given template below, and provide your reason to choose them and justification how you
think they can contribute or impact on the overall achievement of the business outcome.
You may use the following stated tools or methods to assist reflecting own emotional strengths and
weaknesses.
 personal SWOT analysis
 workplace 360° evaluation
 online emotional intelligence test
Record your reflections in the following template:
Emotional Strength Emotional Weakness Verify contribution/impact
on achievements
My emotional intelligence is my Sometimes I took stress and get Work opportunity and
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principles and values that helps
me to make the correct decision
on time. However, the values
and individual beliefs determine
what the person he/she has. As
per my own evaluation I am
very optimistic kind of person
that always focus on work.
unconscious due to heavy
workload. That creates some
worry and disappointment in
me. This is my emotional
weaknesses which restrict me to
my work.
weaknesses. The impact of
my strength and weakness is
like principles and values
helps me to perform my
work into more productive
manner.
Another strength of mine is
faith, confident trust on others.
It helps me to make different
friends and good relationship
with them all.
I am short tempered person
that sometimes create anger in
me. In such situation I
performed the wrong activities.
My confident is my strength
that reflects as my
achievement. It helps to
gain the different
opportunity and target
performance employees in
different manner.
Another strength of mine is my
polite behaviour with others
that makes me the good person
at my workplace.
Another weaknesses in mine is
laziness. This weaknesses makes
my lazy sometimes due to which
my work get hampered.
Polite behaviour is the
another good impact that
has been given on the
individual achievements.
C. Considering factors for project work related stressors 10 Marks
C1. Work related stressors and response 4 marks
Unforeseen changes can put any management skills to test especially if such unheralded changes
occur during the implementation phase. This can lead to stress and anxiety for the Manager as well
as the affected team members. Multiple aspects here can evoke such emotions.
Identifying various work-related stressors within the work environment that supports the diagnosis of
the grounds of your own personal stress and appreciate that of others within your project team.
You are required to provide data indicating the linked emotional triggers, strengths, positive and
negative emotional responses to Work Related Stressor within your nominated project. A suggested
example is given below.
<Note: Workplace Stressors can be defined as any event or situation that take place within a
workplace which can trigger the stress response in an individual or team. These stressors can raise
physical, chemical or mental responses inside the body, affecting mental function and performances
as well>
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List at least 4 data that you considered a factor while managing your branch in the given template
below:
<You are required to document at least 4 data of Work-related stressor, and provide the associated
emotional triggers, strength, negative and positive emotional response.
Work related
stressor
Emotional
trigger(s)
Emotional
strength
Negative
emotional
response
Positive
emotional
response
Taking approval for
change from project
manager
Respect can be
the emotional
trigger that can
help to seek the
request for new
change.
Confidence can
be the emotional
strength that
makes things
happened.
Fear can be the
negative
emotional
response that
makes person
unconscious.
Positivity and
faith is the
emotional
response towards
the
accomplishment
of work.
Managing workplace
stress training
Give value and
respect to
employees in
order to get the
good comfort
from the
emotional era.
Emotional
intelligence is the
the best way to
control the
leading and
profitable
opportunity to
gain the work
objectives.
Anger can be
the negative
response in this
particular
emotional
position.
Positive response
can be the good
relationship in
between the all
other employees
towards the
organisation
objectives.
Implement the new
policies and
regulations.
New policies
should be right
and treated fairly
can be the
emotional
trigger that helps
employees to
adopt easily
Faith can be the
positive strength
in order to adopt
the high
emerging
changes.
Emotional
strength get the
positive
response.
Dissatisfaction
can be the
negative
response of the
employees who
can not satisfied
with the
activities of the
business
organisation.
Satisfaction with
new laws can be
the positive
response from
the regulations or
laws.
Management
performance and
appraisal
Motivation is the
emotional
intelligence for
the business that
can be the
Management
performance and
the appraisal
goals can make
the study more
Negative
emotional
challenges can
be the effective
and ineffective
Employee can
also get
motivated and
influencing by the
performance that
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positive sign for
the employees
to get more
confidence.
complex and
challenging.
trigger that
affect the
process of
performance
and appraisal
system.
makes the things
better and more
effective. This can
be the positive
output that
company could
get.
Recruitment and
selection
Confidence is the
emotional
trigger that
makes the
positive things
happened.
Knowledge and
skills can be the
emotional
strength for the
individual to get
selection within
the organisation.
Negative
emotional
response can be
the difficult one
to define the
business
objectives.
Selection is the
kind of positive
response get by
the individual.
C2. Reflection of stressors and emotional weaknesses 269 6 marks
Considering the below mentioned scenario, you are required to provide your response in the given
space as stated:
Scenario 1:
Referring to the above stated example in Task C1 template, assume that you have requested your
Stakeholder/Client for a change for the branch to ensure quality of the end product can be maintained,
however this change can impact on the overall budget. While the Key Stakeholder/Client considers
you competent, he preferred that he like an expert judgement to revise your proposal or if needed, to
bring a second in charge assistant manager on board to assist you manage the branch and plans to
review whether such request for change is viable or not. This will require you to discuss and consider
advises from the expert or second in charge that may impact in your decision made for your team.
Answer the following based on your own reflection as a Manager as per Scenario 1 or similar:
Q1. Reflecting on the suggestion provided by the Key Stakeholder/Client, state what you think could
be the personal stressors and emotional weaknesses that may have resulted from this?
2 marks
According to me the new change within the organisation is very important to get some new
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benchmark and form a new standards. However, this situation can be the personal stressors or
the critical situation within the organisation that might affect the overall business culture. As
per my views situations occurred within the organisation are uncertain and most challenging
to adopt by the employees. But on the same side it can be gives the positive outcomes to the
company overall performance that makes the organisation more profitable and effective. Such
situations makes the person uncomfortable and ineffective due to better understand the
opportunity and task. However, the situation makes the person more ineffective and dealing
with high differential opportunity gain. The new changes can make the organisation
behaviour wither positive or negative. Organisation changes has given the direct impact on
the this will help to continue the working opportunity and to be the most effective and
influencing working opportunity. In within my organisation culture new changes within the
business environment can impact the organisation culture either in positive or negative
manner.
Q2. Reflecting on the responses from the Key Stakeholder/Client, explain how you felt and identify
your own personal stressors and emotional weaknesses that can result as on outcome of the
situation.
2 marks
As per my suggestions, it has been analysed that how much business changes can motivate
people for the new and better development. As per my own personal stress or which
sometimes created through different manner. This has been created through different
opportunities and goals. However, such personal situations creates challenges for me. Apart
from that, in order to make development plan for employees it sometimes makes me nervous
due to upcoming challenges and threats. In workplace environment to being a branch manager
itself is the difficult task for me to take decisions on the behalf of companies. Somehow, my
emotional weaknesses can limits my work opportunity. That also might creating the
uncertainties sometimes. My emotional weaknesses are laziness, anger, short tempered and
unconsciousness makes the things uncertain. My emotional weaknesses can become threat for
me that impact my work outputs. My emotional weaknesses makes the business less
effectively and growing the business opportunity and gained. Being as a manager at APS is
difficult job for me to take decisions in proper aspect. Laziness makes me slow and
unproductive towards my work. Therefore, it creates personal stressors that directly my
professional work.
Q3. Explain what approach you would take to reduce or control any of the above stressors
and emotional triggers to ensure it does not impact on your work relations and your
performance to achieve the outcome?
2 marks
In order to overcome from my laziness I need to work on some productive projects that helps
me to sustained my interest level. Interest and motivation is the biggest thing that person need
to be maintained within the professional career. Besides, that it better understand the
opportunity and gain towards my career objective and task. Another emotional weaknesses of
mine is anger. Anger is the biggest enemy of the individual that makes the person more
ineffective and low productive gain opportunity which sometimes less understandable
towards my work. I need to focus on my anger and should need to overcome from such
situations . However, in order to reduce my anger I should keep starting some practices and
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therapy such as I need to stay calm and quite at the time when situation get uncertain. Some
easiest therapies are take three deep breaths, understand why my anger happened at most of
the time. Another therapy in order to reduce the level of stress and uncertain the opportunity.
All such activities or therapies can helps me to cope up with my effective behaviour that
certainly helps me to better analyse the situation. Another emotional weaknesses of mine
which needs to removed which unconscious which comes from the confidence and
motivation. I need to give self motivation in order to enhance my working opportunity and
task to buildup the effective opportunity and gain in my career objectives.
D. Self-Reflection and feedback 14
Marks
You will be required to use the following scenario given below for self-reflection and seeking feedback
responses from your team member to improve growth of your own emotional intelligence. The
development of these skills is to be recorded in the given templates below through analysing the
situation and reflecting self as well as other’s emotional status.
Scenario 2:
Consider a situation when you encountered an event when one of your team members failed to
perform his/her responsibility to order supplies (e.g. raw materials or equipment of a major task) that
was scheduled to be delivered the day after for a task to be completed as per the planned project
schedule (suggested reason: failure of team member could be, due being under pressure with other
tasks that was due to be completed at the similar time frame and had forgotten, or was unaware of the
due date of delivery, or was not confirmed his responsibility). You only came to learn this situation
when you communicated with that team member whilst the Sponsor/Client was physically present
during conversation. Your anger was evident, and you commented negatively to the team member
and departed the scenario.
You may consider for your responses for Task D1 – D3; personal attributes, influence on others,
adjustments of approach for development, impression of own emotions on others, gathering feedback
from others, role modelling behaviours to emotions, acquaintance of emotional intelligence principles
and strategies and association of emotionally effective people of the achievement of both the
business and project objectives.
You are encouraged to complete Task D1 and D2 by interacting with a classmate and stage a real-
life work environment to brainstorm and generate an understanding on the emotions that may exist at
a situation as stated on Scenario 2 or similar.
D1. Self -reflection for growth 4 marks
Self-reflection: state your answers to the stated questions based on your experience while dealing
with similar situation as stated in the Scenario 2:
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Question Response
.i.1.a.i.1.
why do you think you felt like that?
At the time when I encountered one of
my team member due to not following
the project steps and fails to delivered
the raw material on time. At that
particular situation I got angry and take
decision to communicate with team
member and ask him for the reason. I
was angry because I am the responsible
person to ensure that the process is
going as per the defined plan. Due to
anger I am not able to handle the
situation and I scold him very badly.
.i.1.a.i.2. My emotional response is to
communicate the team member and
identify what actually happened.
.i.1.a.i.3. The situation was UN-expected so my
personal project has to be done
according to different context and
different manner. My anger sometimes
makes the situation more complicated
and unauthenticated towards the final
aims and objectives. Sometimes it
makes the things difficult and uncertain
the situations that affect the overall
systematic goals.
.i.1.a.i.4. Due to the mistake of team member it
affects the functions of the project and
also affect the final outcomes.
However, due to the mistake of one
person the whole company would
responsible to the failure. Due to my
personal emotional weaknesses I can
lose my leadership skills as well. Due to
my high anger my team members
would get affected and might be left the
company.
.i.1.a.i.5.
responded? differently? How?
As per the situation I can act differently
if my anger ratio is little bit lesser than
the fact that makes the things better
understandable and challenging.
.i.1.a.i.6.
recall back the scenario? Why?
I think I could better handle the
situation with less anger. Along with
that I also can also make the things
better in systematic manner.
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.i.1.a.i.7. I analysed the situation and tried to
solved with better decision making.
.i.1.a.i.8.
team members to put it right?
As per the observed opportunities it
better takes the opportunity to gain the
business opportunity task.
D2. Feedback from team member 4 marks
For the reflection of the feedback, you may conduct this task by interacting with a classmate and
stage a real-life work environment to brainstorm and generate an understanding on the emotions that
may exist at a situation as stated on Scenario 2 or similar and what the team member may give the
feedback. You may take the role of the Branch Manager and allow your classmate to act as the team
member.
You are to brainstorm and discuss what the responses could be of the team member and record your
findings in the given template below.
Question Response
1. How did he/she feel at the time? And why
do you think he/she felt like that?
As per my feedback from team members
they stated that I am hard worker and very
intelligent and quick to take critical decisions.
They also shared that how I behaved in front
of the team mates when anyone of them
were did wrong activities. Besides they also
think that I have a helpful nature. As per their
feedbacks I agreed on the same because
yes I am exactly they were all said about me.
2. What was his/her emotional response? The response of her is very polite and
trustworthy. Along with that it better helps to
reform and regenerating the work opportunity
to better deals with the work.
3. How did that affect the situation? Some uncertainty in the workplace
environment can affect the overall business.
4. How did it affect him/her and the others? My emotional weaknesses can motivate to
others.
5. Do you think he/she could have
responded?
6. differently? How?
This would help to better take the
opportunities. He or she responded in a
different.
7. How do you think he/she could feel
currently if he/she recalls back the scenario?
Why?
He/she thinks that may be they could have
done better to solve the problems and
improved their working performance.
8. What else did he/she could do to put it
right?
According to me more focus and enthusiasm.
9. What do you think was his/her expectation
from the Project Manager to put it right?
I think team mates has always be think that
his seniors should always putting good
efforts on the projects.
D3. Actions to improved Emotional intelligence 6 marks
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As a Manager, you should establish certain feedback to generate dispute resolution, both in formal
and informal structure that is fair and open and that aligns with the project/organisational policies and
procedures.
Considering the various ways to elicit feedback (e.g. 360 degrees feedback), state at least three (3)
actions that you took to improve your own emotional intelligence on the basis of the self-reflection
and feedback from the team member, as stated in Task D2. Contemplate emotional intelligence
principles and strategies to justify your proposed actions.
List at least three (3) data and record your findings in the given template below:
<You are required to document at least 3 data of actions and associated improvement information
Actions Improvement your own emotional
intelligence
I will be taking classes and sessions of better
decision making.
It improves me to be the most effective and
learning gain opportunity within my workplace
environment.
Taking feedbacks from team mates and
collegues.
I need to work on my focus towards my work
that helps me to generate the work efficiency
and interest.
360 degree evaluation. I took 360 degree or taking feedbacks from
colleagues. To measure the outcomes and
better perform my work.
E. Cultural Expressions and positive emotional climate 15
Marks
E1. Adapting to Cultural expressions 8 marks
In relation to Task E1, decisions made, when dealing with the emotions with the project workplace
you need to allow your team members to share their views without any judgment or disdain to create
a sense of belonging. Application of good listening techniques to their apprehension support
upholding their high morale. However, it must not be dismissed that not every individual can be
confident to express and so Project managers must become aware of these forms of diversity and
support them by identifying any personal barriers to acceptance.
A Manager should also be flexible to accustom any encounters and be prompting to fine-tune
organisational change and be open in own thinking process to innovative tactics.
In order for you to complete this task, you are required to assume the following scenario and
demonstrate your capability to deal with multiple aspects of cultural expressions of emotions and
respond appropriately.
Scenario 3:
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Identify a situation, during the execution of the business operations, when one of your team members
had some emotional issues that was impacting their performance in the workplace.
It is suitable to refer to Task E1, as a continuation of the event as stated in Scenario 3. You are to
assume that, during the discussion for decision making to adjust work schedule, you have identified
one team member’s emotional cues of presenting strong dislike through his facial expression and
body language.
Team member’s emotion:
The team member is disappointed that the adjustment will impact on his personal plans of celebrating
a traditional festival. However, being a very reserved person, he feels uncomfortable to express any
discontent whenever issues raise that impacts on his work, due to the fear of being dismissed and left
unemployed. But this result, making errors in his work and meeting his targets. So, he puts a lot of
pressure on himself to complete his work with least number of blunders.
As per the original plan, he had organised his own work plans and priorities that would allow him to
complete all his obligations before the festival, leaving him stress free to enjoy his time with his family
during that occasion. He was initially unhappy that team members had requested to the Manager for
change, but knowing that the change request was disapproved by the Key Stakeholder/Client,
resulted making him feel convinced that the team will have to stick to the original plan with no
changes made to the work schedule, which will allow him to finish his work as planned and join the
festival. However, frustration triggered his emotions, when he attended the discussion and learned
that, even though the original schedule plan will not change, but some adjustments have been
decided and required, to be done by the team members to facilitate the issue raised by the team. This
decision will not only support to maintain the budgetary requirements, but also keep the overall team
content. The work adjustments had impacted his own work plan and he is apprehensive that the new
work schedule will not allow him to complete his task before the traditional festival.
As a Branch Manager, you are required to use emotional intelligence to recognise, understand the
cultural differences in emotional behaviour that team brings and should be well prepared to respond
accordingly that fosters a workplace environment of trust, customary invention and risk-taking.
To complete this task, you are required to analyse the Scenario 4 or similar and respond to the items
stated. Record your finding in the given spaces below:
1. Approach
< state your approach to the situation including
understanding of your emotion >
Being as a branch manager it is very necessary
to examine the business environment and their
employee’s behaviour and values towards the
work. In within the the organisation culture there
are diversity of employees is very high due to
having different values, culture and beliefs.
However, in order to manage the work and work
diversity it is necessary to acquire the culture of
business and adopt the motivational approaches
for the employees and makes its behaviour
more sustaining and committed towards the
work.
2. Identified emotional state and cues
< identified emotional behaviour presented>
Emotional behaviour of each individual is
different and distinct from each other. Such
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business approach can help to make the
different kinds of decision making approach for
the people to better understand.
3. Cause of emotion
< what caused the emotion to evoke>
Uncertain situation can cause the emotions of
an individual. Despite of that, demotivation can
be the another reason of changing the thoughts.
4. Influence of emotion towards self-
performance
<how did it affect personally>
Influence is the appreciation, motivation towards
the work done. Emotional intelligence is the
most delicate thing which need to saved and
very much effective. Besides that, it helps to
determine the working.
5. Impact of emotion towards work-
performance
<how did it affect professionally>
Sometimes emotional intelligence hampers the
work situations. It better understand the work
performance besides the opportunity apart from
better way.
6. Effect of emotion towards overall
team and project objective
<how did it affect overall outcome>
Effect of emotion towards the outcomes will help
me to makes the better and form the best
technology.
7. Support strategy
<how did you address and resolve this matter to
ensure embracing diversity and working
relationship between all team members >
Support strategy can be adopting the
motivational strategies. Besides that, it also
helps to other team mates for the effective
commitments and growth for the better
development areas.
8. Expected Outcome
< what do you expect from your resolution and
team members >
Expected outcomes from applying the strategies
and motivational theories. It helps to better
understand the higher aims and objecties.
E2. Positive emotional climate 7 marks
It is vital for a Branch manager to generate an environment that fosters a positive environment
supporting employee engagement with encouraging innovate and creative ideas. This results
collaboration with team members in order to achieve a resilient result. Teams learn to collaborate by
using their emotional and social intelligence to recognize and manage your own emotions and to
recognize and respond effectively to those of others
A good source to comprehend the need of collaboration and embracing teams and organizations to
operate successfully has been stated in the emotionally intelligent team, Hughes and Terrell (2007),
which describes the seven skills required of a team operating with emotional and social intelligence.
Incorporating these skills within your project team can significantly contribute in attaining a positive
emotional climate within your project setting, while concurrently emerging emotional intelligence
competences of others as well. A suggested sample is given for your understanding.
Using the following seven (7) skills as stated below, reflect to your team identify how you cater the
following listed:
1. Team identity Team should always be like supporting, understandable, motivated and
committed towards their organisational goals and objectives. My team of
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working is very specialised and productive in their motivational thoughts
and gain the company profitability. However, the business. Team
identification has always been done as per the requirements and
objectives of the project. It makes the things more difficult.
2. Motivation
Motivation is the key to success that makes the people more effective
and challenging. Motivation also helps to make the good decision that’s
make the system more effective. Motivation is the best approach for the
company to analyse the employee behaviour.
3. Emotional
awareness
Emotional behaviour helps to meet the new forming new working
opportunity it makes the better environment and following the new
opportunity. Emotional awareness is the helpful tool to aware about
the activities which makes the things better and challenging. It will help
to continue or making the good team work performance.
4. Communicatio
n
Communication is the best source for connection it helps to analyse the
more data and form the effective relationship between the team
members. It makes the situation more complex and effective. However,
being a manager, I organise meetings, team outing and get together that
helps to make more connectivity with team members. Communication is
also enable to find new ideas and innovation creativeness to makes the
things more effectively performing.
5. Stress
tolerance
Stress is the negative thing that makes the certain situation negative and
less effective which also demotivated the team members. Along with
that it makes the people more ineffective towards their work
achievement.
6. Conflict
resolution
Being a manager I need to support my team members in their critical
situations. It helps them to better perform their work. Conflict resolution
is sometimes difficult challenge to make two peoples negotiate at one
point. However, conflict resolution is the differentiate the things and
makes more challenging.
7. Positive mood
Positive behaviour has always come up with positive thoughts it makes
the things more effectively influencing and differentiating the effective
work outcomes. Besides that, optimistic individuals has always take
initiatives to perform work more better and influencing.
F. Maslow’s hierarchy theory for fulfilling needs and related emotions 5 Marks
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Emotional intelligence has an association with feelings of self-satisfaction which support to evaluate
self and acknowledge accomplishments as well as barriers to limitations. Self-actualisation can define
the endeavour to reach personal goals and self-improvement.
At times, to meet your professional needs, you need to reflect on your personal needs which is
balanced by human behaviour that influences the urge to improve quality of life.
Abraham Maslow (1943) produced a model with a hierarchy of needs, that tends to support
individuals to comprehend what inspires people to escalate and be successful. The model states that
there is a need to fulfil your basic needs prior focusing on the higher level of needs.
Although Maslow's hierarchy is usually used as a personal psychology tool, this also can be adopted
to a project management setting, where an individual team member or the whole project team working
on the project tends to channel their way towards satisfying the succeeding needs with the
determination to surpass whatever impedes their work fulfilment.
The following diagram shows the how Maslow’s hierarchy is structured.
As a Manager, supporting your team members with opportunities to express their thoughts and
feelings is a step in the right direction towards fulfilling their fundamental needs in the workplace.
To be able to support your team achieve such fulfillments you too, as an individual, need to identify
internal factors that motivate your behavior to have a much happier life and feel accomplished. Only
then you can create a highly motivated and productive workforce.
Using the five levels in Maslow’s hierarchy of needs, outline how you have applied or can apply them
to fulfil your personal need as well as professional needs and state your related emotions for each
need:
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Needs of Hierarchy Fulfilling your need
Physiological Needs
<basic issues of survival, could be employment
as well>
Physiological work has always been motivating
and influencing the level of an individual.
However, the physiological needs fulfil the basic
requirements of the individual without which
individual cannot survive. Such as food, shelter,
clothing’s. Without having such needs
employees cannot work effectively. Motivation is
the best way to control the employee’s
dissatisfaction. For that company can provide
good facilities of the people. Besides, it also
helps to make the work more effectively
challenging. It is the basic needs of an individual
that better growth and taking the work more
effectively.
Security Needs
<stable physical and emotional environment>
Security needs is the another most essential
needs for employee motivation and growth. It
also helps to determine the following results and
also make the study. Security needs refers to
the job security. With the help of security needs
employees can better stabilise their job
performance that makes the person more
committed towards the work. For that, company
has to focus on the employee security goals.
Security needs enable to connect productive
employees within the business environment as
long term. Besides, employees also concern
towards their security levels in terms of health
and security. For that, it required to make the
better things and more influencing.
Belongingness and love Need
<social acceptance>
Belongingness and love is the another need of
the employees which they required within the
organisation. It makes the person more
confident and committed with the aims and
objectives of the people. Social acceptance and
friends, colleagues and love ones. All such
required needs make the person more energetic
and effective. Belongingness and love needs
makes the different opportunity and
development things. This makes the person
more effectively work outcomes. Belongingness
and love makes the person emotionally stable
and confident and also generate the higher and
better opportunity. Along with tat it also very
important for the people to gathered the higher
opportunity and gains to better commit the work
and makes the person more reliable. However, it
helps to differentiated and forming the new basic
different goals and leading the business
performance.
Esteem Needs Self-esteem is the most required and necessary
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<positive self-image and respect and
recognition>
needs in professionalism that better makes the
person stronger and energetic towards the work
productions. However, it helps to make the
things more influencing and better work for
outcomes. Self-esteem refer the employee
status better and give them professional
attributes.
Self-Actualisation Needs <achievements>
Self-actualisation is the most effective and better
productive environment to understand the
opportunity and development growth. Self-
actualisation refers the needs of achievements.
For that company should be given appreciation
and rewards to the productive persons whose
capable for the appreciation. It better helps to
make the people more following the activities.
Achievements makes the individual more
capable and committed towards the
organizations. Besides that it makes the better
team building and generate the more profit for
the organisation. it generates more profit and
enhancing the building good opportunity.
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G. ROLE PLAY: Emotions in decision making and effect on other 16
Marks
You are required to conduct a role play as the Branch Manager with your team members.
You must use the Scenario 4 (as given below) to stage a real-life work environment with considering
the situation stated. You will conduct the role play with at least two of your classmates, who will take
the role of your team members. Your classmates will not be assessed for this task.
You must also submit the script of the role play as a part of this assessment.
Please refer to Appendix 1 for the marking guide as your reference. Your Assessor will observe and
assess your role play based on the information given in Appendix 1.
Scenario 4:
Referring to the stated Scenario 1 and data provided in Task C2, assume your requested change has
been reviewed by an expert, hired by the Key Stakeholder/Client that has resulted to stick to the
original plan and advised to make adjustments within the work plan in order to meet the budgetary
expectations. This will require you to discuss and consult with team members on modifications to work
schedule, so that they can predict the effect the decision may have on them. This could result
additional workload for a few team members. You must be open to flexibility and adaptability in
dealing with the team, however you must remain objective and balanced in your considerations.
As a Manager, you realise the importance to consider the emotions of the team members in decision
making and have sought formal feedback from your team members to support you make a decision
based upon their emotions. You will play the role of the Branch Manager and the other person plays
the role of subordinate employee as team member. The other person will not be marked or assessed.
You will have to demonstrate appropriate leadership and emotional behaviour to the other person
during the meeting. Prepare a role-play scenario script for approximately 5 minutes where you should
include the following:
You must consider the following to complete your role play:
 Analysing the above stated Scenario 4, you must include the following statements within your
discussion, during the role play with your team members:
 decision on how to handle the situation based upon the emotions of the victimized team
members
 taking account of your team members when making a decision
 responses to emotional states of team members and their evaluate emotional cues
 offering opportunities for the team members to express their thoughts and feelings within the
project environment (encourage flexibility and adapting to offer)
 seeking feedback on decision
 providing support to your team to ensure their understanding of the effect of their behaviour
and emotions on others
 encouraging team members to self -manage their emotions to develop and excavate
perceptions into what they did, how they felt and why they felt or behaved in a certain way
while they executed their roles
 mutual agreement methods on actions from all team members to resolve the situation
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 apply effective communication to instigate team that allows growth of their own emotional
intelligence to shape productive associations maximise the outcome
 Appendix 1 must be printed and handed over to your Assessor during your role play.
Answer :
Role Play Script
Herry Jackson (Branch Manager) : Being a Autocratic leader, It is my
responsibility to solve the issue of Helen and
John who is a productive employees of the
organisation. I met with both of them ans
asked them to share the issue of change.
Helen (Employee 1): According to me I have a issue of sudden
changes as I am less skilled which creates
problem in my routine work.
John (Employee 2): My problem is to deal with the challenges
occurred after implementing the changes.
Helen (Employee 1): I Need a training session for my better work
and performance.
Herry Jackson (Branch Manager) : I understand your issues and promise you to
organise a training sessions for you guys.
That enable you to become more productive.
Helen (Employee 1): Thank you for understanding us and
resolving the issues.
Herry Jackson (Branch Manager) : Your welcome and I assure you both to have
the good environment around the company
along with more motivational and
development ideas.
John (Employee 2): Thank you sir to understand our emotions
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and took the best decision for us.
Interpretation : On the basis of above conservation which has been performed in best
manner. Along with that, it gives positive impact on the other team mates and motivate the
environment of the organisation as well.
CONCLUSION
Emotional intelligence is the concept which of emotional leadership emotional quotient and emotional
intelligence that better understood the capability to recognise the other emotions and those of others
that discern between the feelings and label them appropriately. In other words, emotional intelligence
is the term which express the capacity of an individual in different context. This possesses the ability
to control the emotions of others in order to better understand the aims and objectives. Present study
based on the Emotional intelligence in the consideration of APS (Australian Parcel service) it is an
cargo based company with having more than 5000 employees. The study aim is to determine the
individual emotional intelligence in order to motivate the work environment and individual competency.
REFERENCES
Books and Journal
Mayer, J. D., Caruso, D. R. and Salovey, P., 2016. The ability model of emotional
intelligence: Principles and updates. Emotion Review. 8(4). pp.290-300.
Carson, K. D., Carson, P. P. and Birkenmeier, B. J., 2016. Measuring emotional intelligence:
Development and validation of an instrument. Journal of Behavioral and applied
Management. 2(1). p.810.
Crowne, K. A. And et.al., 2017. Leading nurses: emotional intelligence and leadership
development effectiveness. Leadership in Health Services. 30(3). pp.217-232.
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Appendix 1 - Student MUST print and submit this with submission if the assessment
ROLE-PLAY ASSESSING GUIDE for Task 2G (for Trainer use only)
The Trainer is to assess the learner’s performance using the Assessment Checklist provided below.
DID THE CANDIDATE’S ASSESSMENT SATISFACTORILY
ADDRESS THE FOLLOWING?
Pages C NYC Ma
alloc
Emotions of others into consideration   4
Understanding effect of emotion on others   4
Self-managing emotions   2
Influence to develop emotional intelligence   2
Role-Play Script   4
Total   1
THE OVERALL PERFORMANCE WAS COMPETENT

NOT YET
COMPETENT

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<Attach the role play script below here>
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