Emotional Intelligence Role Play

This document provides the assessment details and role play scenario for developing emotional intelligence in the workplace. It includes a case scenario event and a checklist for assessing the learner's performance. The role play involves a manager and three employees discussing issues and concerns in the team.

Candidate must fill this section:
Candidate Name:
Candidate ID:
Privacy Release Clause: “I give my permission for my assessment material to be used in the auditing,
assessment validation & moderation Process”
Candidate Signature: Date
:
Assessment Completion Status: (Trainer Use Only)
Attempt Satisfactory Non-
Satisfactory Date Assessor’s Signature
Initial attempt
2nd attempt/Re-assessment
CANTERBURY
TECHNICAL INSTITUTE
ASSESSOR GUIDE:
BSBLDR501Develop Emotional Intelligence– Assessment1
Administration
Version 1.0 - 2019
CRICOS Code – 02938MRTO No: 31645
ASSESSMENT
BSB51915
Diploma of Leadership and Management
Assessment Code:
(Steve supply bar code)

Canterbury Technical Institute
CRICOS Code – 02938MRTO No: 31645
Information for Candidate:
 All work is to be entirely of the candidate.
General Information for this assessment:
 Read the instructions for each question very carefully.
 Be sure to PRINT your FULL name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided.
 For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work
formatted in double space, Arial 12 pts.
 All activities must be addressed correctly in order to obtain a competence for the unit of competency.
 If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
Re-assessment of Result& Academic Appeal procedures:
If a student at CTI is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of
appeal to the Deputy Principal. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.
Re-assessment Process:
 An appeal in writing is made to the Deputy Principal providing reasons for re-assessment /appeal.
 Deputy Principal will delegate another faculty member of CTI to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge, the
Deputy Principal and the Director of Student Services OR if need be an external assessor.
 The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.
 If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with
CTI’s nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These
principles require assessment to be reliable, fair, practical and valid.
Academic Appeals
 If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through CTI’s complaint / grievance protocol.
 The notice of appeal should be in writing addressed to the Deputy Principal and submitted within seven days of notification of the outcome of the
re-evaluation process.
 If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.
 In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal.
The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.
 The decision of Deputy Principal will be discussed with the PEO and will be final.
 Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance
policy.
Feedback/Comments:
Acknowledgement
I understand all the above rules, guidelines and feedback for this assessment.
Full Name: Signature: Date:
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Canterbury Technical Institute
CRICOS Code – 02938MRTO No: 31645
Assessment Details
EMOTIONAL INTELLIGENCE ROLE PLAY
Your task
Get into groups of 2-4 students, and create a role play scenario based on one of the following case
scenario events. Alternatively, your group may choose to do your own specific scenario/
event,possibly based on something that occurred in one of your previous roles(that is approved by
your trainer).
You will perform your roleplay, which will be assessed by your Trainer. You will be graded based
on how you handle your emotions, respond to other participants emotions, use your own emotional
intelligence effectively, and aim to promote the best possible outcome given your scenario.
Case scenario event ideas
1. An elderly lady makes a customer compliant in a coffee shop / café.The customer ordered
a skinny milk decaf latte, with no sugar. But they were accidently served a normal latte with
cow’s milk and 2 sugar.
2. Staff are complaining about each other,to their manager on a regular basis.
3. A staff member is sick and is absent from work frequently – how do you deal with this as a
Manager?
4. You are a manager of a restaurant, you are required to terminate the employment of a long-
time employee; due to his/her inappropriate conduct at work and/orpoor performance.
5. The Managerof a small accounting officemust informseveral staff about their
redundancy;due to several negative financial problems affecting the firm.
6. A salary dispute, between yourself and your employer/relevant manager.
Briefly describe/outline your chosen event? Also include fellow students’ names and roles
within your roleplay:
In the workplace, staffs are complaining about each other to the manager in regular basis, which
should be properly mitigated. Thus, in this case, the role play will be between the manager,
employee 1, employee 2 and employee 3.
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Canterbury Technical Institute
CRICOS Code – 02938MRTO No: 31645
BSBLDR501
Roleplay Assessment – Observation Checklist
Learner/Student name:
Signature:
Did the Learner
Element Performance criteria Satisfactory
Not
Satisfactory
The learner can identify
the impact of his/her own
emotions on others in the
workplace
1. Identify the impact
of own emotions on
others in the
workplace
1.1 Identify own emotional strengths and weaknesses
1.2 Identify personal stressors and own emotional
states related to the workplace
1.3 Develop awareness of own emotional triggers and
use this awareness to enable control emotional
responses
1.4 Model workplace behaviours that demonstrate
management of emotions
1.5 Use self-reflection and feedback from others to
improve development of own emotional intelligence
The learner can recognise
and appreciate the
emotional strengths and
weaknesses of others
2. Recognise and
appreciate the
emotional strengths
and weaknesses of
others
2.1 Respond to the emotional states of co-workers and
assess emotional cues
2.2 Identify the range of cultural expressions of
emotions and respond appropriately
2.3 Demonstrate flexibility and adaptability in dealing
with others
2.4 Take into account the emotions of others when
making decision
The learner can promote
the development of
emotional intelligence in
others
3. Promote the
development of
emotional intelligence
in others
3.1 Provide 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 Encourage the self-management of emotions in
others
3.4 Encourage others to develop their own emotional
intelligence to build productive relationships and
maximise workplace outcomes
The learner can utilise
emotional intelligence to
maximise team outcomes
4. Utilise emotional
intelligence to
maximise team
outcomes
4.1 Encourage a positive emotional climate in the
workplace
4.2 Use the strengths of workgroup members to
achieve workplace outcomes
Supervisor/Trainer declaration
I verify that I consider the details ticked satisfactory / not satisfactory above to be, in my opinion, a
true, fair and honest reflection of the consistent performance of the Learner named in relation to
the performance criteria as noted in the table.
Supervisor/Trainer name:
Signature:
Date:
Any other comments:
Manager: Hello, i want to have a few discussions with you. Please come to my office.
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Canterbury Technical Institute
CRICOS Code – 02938MRTO No: 31645
Employee 1: Is there anything serious sir?
Manager: Nothing like that. Will have some causal discussion
Employee 1: Coming sir.
Manager: so i want to know about you feel in working here in this organization?
Employee 1: it is good but i am also having a few issues too share with you
Manager: i will glad to solve your issues. Please share
Employee 1: i am not getting the expected level of assistances from some of my colleagues
Manager: please elaborate
Employee 1: we are working in a same team and so it is expected that we will assist each other in
case of any issues. But that cooperation is not evident in the team.
Manager: can you give me an example?
Employee 1: yes sir. Few days ago, our team had a meeting regarding the decisions to be taken
regarding the leaves of the team members. I am having the need for leave during the early
November but was turned down by some of the members.
Manager: is it important to take leave during that particular time?
Employee 1: yes sir, i am from India and thus we have our annual social festivals during that
period. Hence, it is important for me.
Manage: But why your request was turned down?
Employee 1: i do not have any idea sir. I am just not getting desired cooperation from my team
members.
Manager: i can understand your feelings. Let me check about the availability of leave at that time.
Then i will again discuss with you. Now you may go and thanks for your valuable time and
feedback.
Employee 1: thank you sir.
Employee 2: can i come in sir?
Manager: yes please. I want to have some discussion with you.
Employee 2: yes sir. Please tell
Manager: are you facing any issues in the team?
Employee 2: nothing like that. Is anything happened?
Manager: no nothing happened. I am just asking for the feedback from you.
Employee 2: sir there are few minor issues in the team such as differences in opinion between the
team members.
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Canterbury Technical Institute
CRICOS Code – 02938MRTO No: 31645
Manager: please give me some insight
Employee 2: actually sir we have diverse members in the team from different regions. Hence, their
approaches are different towards certain issue and it is creating problems in the decision making
process.
Manager: any recent incident?
Employee 2: yes sir. One of the team members is from India and he is asking for leave in early
November but we will have our appraisal at that time. So his request was turned down.
Manager: any other issue?
Employee 2: another member is there in the team who is newly inducted in the team. He is
stubborn and seems that he is unwilling to discuss any organizational issues with any others rather
he is trying to act autonomously. This is also creating issues in the team performance.
Manager: surely there are number of problems in the team, which should be prevented. However,
i would like to request you that please try to understand your colleagues by engaging more with
them. This may help you in getting their insights. Moreover, i am trying in reducing the problems
in your team. So give me some time.
Employee 2: yes sir. Thank you.
Employee 3: can i come in sir?
Manager: yes please. Are you feeling good in working in the team?
Employee 3: not really sir. I think i am not getting aligned with the team approach.
Manager: why so? Are there issues faced by you?
Employee 3: sir since i am inducted in the team, i cannot able to align properly with other team
mates and thus it is becoming difficult for me to perform without getting any assistances.
Manager: that is surely a problem for you. However, i want to share something with you.
Employee 3: yes sir
Manager: please be noted that the team where you are working is having members from different
social groups and thus you are finding difficult in getting aligned with them. Moreover, it is
expected that being a new member in the team, it is difficult to get easy with the existing
members. Thus, i will recommend you to get easy with them and build causal relationship with
your colleagues. Assist them on the basis of your expertise. See, you are having certain expertise
that is not with others. Hence, the team is having the need for you. So, leverage on your expertise
in voluntarily assisting others. This will break the ceiling and will build rapport between you and
your colleagues.
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Canterbury Technical Institute
CRICOS Code – 02938MRTO No: 31645
Employee 3: yes sir, i will follow your words.
Manager: guys, i want all three of you in my office now.
Employees: yea sir
Manager: see, i have talked with each one of you individually and came to a conclusion regarding
the issues in your team. I have some recommendations for each one of you. I will expect that you
will follow these recommendations and will experience positive results. Still if you find any issues,
feel free to contact with me at any point of time.
Employees: yes sir
Manager: it is important for all of us to have the proper understanding about the cultural
differences between us as we are all from different social groups and regions. For instance, month
of November is important for the Indians as they are having their annual cultural fest at that time.
Hence, it is our responsibility to take care of other cultures in order to expect the same from
others.
Employee 2: However sir we will have appraisal at that time.
Manager: yeas i know. However, still let us work together if we can have some provisions of
bypassing it in any way. On the other hand, we should also be noted that meeting the
organizational expectations is the utmost important. So do not get demoralized even if are not
being able to attend the social functions.
Employee 1: yes sir
Manager: moreover, it is the responsibility of the entire team to uphold the cooperation and
coordination among all. Thus, it is the responsibility of the existing employees to welcome the new
employees and making them feel comfortable. On the other hand, it is the responsibility of the
new ones to get comfortable and positively contribute in the teamwork.
Employees: yes sir we understood. From now on coordination and cooperation among us will be
given the maximum focus and all the decisions will be taken on the basis of consensus.
Manager: please contact with me in case of any minor issues also. I will be glad to help you people.
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