Emotional Intelligence in the Workplace

This document discusses the importance of emotional intelligence in the workplace and its impact on employee retention and loyalty. It explores the Genos model and provides examples of how to apply it in managing emotions. The document also covers communication in a diverse workplace and personal stressors at work.

Case study
(Task 1 & 3)

Table of Contents
TASK 1............................................................................................................................................1
1. What could Kimberley have said to her employee? Discuss applying Genos model........1
2. Describe how a person with low emotional intelligence would respond to this situation. 1
Describe how a person with high emotional intelligence would respond to this situation... .1
3. Below are some common situations in which employees feel anxious, scared, angry or sad.
Enter a response that is likely to trigger fear and a response that is less likely to trigger fear:. .1
4. Communicating in diverse workplace with people from diverse cultural background......2
TASK 2............................................................................................................................................3
1. Discuss your ratings for each of the five factors as identified in the personality test results. 3
2, Reflecting on the results, what stood out for you in terms of what it tells you about yourself
as a person..............................................................................................................................4
3. Discuss five of your emotional strengths...........................................................................4
4. Discuss five of your emotional weaknesses.......................................................................4
5. Complete the following table about personal stressors at work.........................................5
8. Review of needs and selection of three that most trigger your emotions when not met....5
TASK 3............................................................................................................................................8
4. 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.....................................8
6. What advice could you give to Beryl and Yuko to assist them in self-managing their
emotions?................................................................................................................................8
TASK 4............................................................................................................................................9
ACTIVITY 2 Email mentioning the purpose of conducting meeting....................................9
ACTIVITY 4 Follow Up mail to discuss about the happenings in meeting..........................9
REFERENCES..............................................................................................................................11

TASK 1
1. What could Kimberley have said to her employee? Discuss applying Genos model.
Kimberley could have stopped her employee from leaving the organisation and pacified
her by assuring that she would be appreciated for her work in future course of time. This case
relates to Genos model which stresses upon Emotional Intelligence and Emotional Quotient
(Keefer, Parker and Saklofske, 2018). The main skill to which this case relates is EI which
depicts that Kimberley could have been more sensitive towards the leaving of her employee. She
could have displayed sympathy or empathy towards her by pacifying her with words of
encouragement. Maybe, this could have helped in retaining the employee for a longer time and
instilling a sense of loyalty within the employee towards the entity.
2. Describe how a person with low emotional intelligence would respond to this situation.
A person with low emotional intelligence will respond in an undesired manner to this
situation. He would get angry, frustrated or sad upon this and can even scold John for pointing
out his mistakes so straight forwardly.
Describe how a person with high emotional intelligence would respond to this situation.
A person with high emotional intelligence will respond in a positive and optimistic
manner to the critique received from junior. This is so because they have a sense of maturity and
sensibility instilled within them that restrains them from responding in a negative manner to the
feedback provided by John.
3. Below are some common situations in which employees feel anxious, scared, angry or sad.
Enter a response that is likely to trigger fear and a response that is less likely to trigger
fear:
Situation Response likely to
trigger fear
Response less likely
to trigger fear
Lisa makes a costly mistake
at work
Being fired or fined from the
company
Getting scolded for the
mistake done
Katie is about to make a
presentation to the senior
An employee stating the
probable outcomes of the
Getting opportunity to
develop her presentation
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management team and is
worried it won’t go well.
presentation not going well in
terms of getting scolded by
authorities (Hodzic and et. al.,
2018).
skills so that it does not take
place in future course of time
It’s Melisa’s second month
on the job and she seems to
have a hard time learning and
remembering the job.
Getting punished or scolded for
non completion of work on
time
Getting support and aid from
seniors to retain her job role.
Wayne reports to you that a
fellow worker has been
bullying him about his
sexuality.
Me not believing Wayne's
report of the fellow worker's
act
Me taking account of the ill
practice and taking strict
actions against it
Marissa just ended a call with
a customer and seems very
frustrated and angry.
Getting scolded or punished for
not communicating properly
with the customer
Getting training regarding the
proper manner in which to
communicate with customer
over calls
4. Communicating in diverse workplace with people from diverse cultural background
In today's business context, organisations prefer to develop diverse workplace
environment so that they can bring fresh ideas within organisational premises and get
multicultural view. It essential for the managers as well as individual to communicate to their
colleagues effectively belongs to different culture in order to develop their bond with them and
execute business activities effectively at workplace. In order to improve effectiveness of their
communication these individuals are required to improve their knowledge different cultures so
that they can communicate effectively with the individuals. Along with this, they are also
required to improve their observance as well as listening skills for understanding people. They
can also maintain personal relationship with the colleagues which helps them in improving their
coordination with them at the time of working. Furthermore, it has been analysed that three main
culture of Australia that is Aboriginal, Torres Strait Islander and other Australian people. All
three types are described below along with their response at workplace:
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Aboriginal: Individual belongs to this culture prefers to speak in English. They owns
combination of culture, customs and languages (Ingram and et. al., 2019). It has been analysed
individual belonging to this culture reacts quickly at workplace in according to the situation.
Mainly there response is positive as they prefers to understand the situation and mould their
work accordingly.
Torres Strait Islander: They are quite different from the Aboriginal people as their
culture is quite different from one another. It can be said that individual belongs to this culture
reacts negatively in different situation at workplace. As they becomes hyper by observing
uncertain situation which leads to enhance chances of failure.
Other Australia people: They belongs to those group which belongs to external
category of both the Aboriginal and Torres Strait Islander. These behaves moderately in
organisational situations which depicts that they are sorted in behaviour. They analyse the
situation first and then provides their response on the situation.
TASK 2
1. Discuss your ratings for each of the five factors as identified in the personality test results
FACTOR SCORE RANGE DISCUSSION
Openness to
Experience
25 Low This reflects that I am a conservative
person, not much open to new experiences.
I have a tradition thinking and I do not like
to experiment with new ways of doing
things.
Conscientiousn
ess
32 Middle This reflects that neither I am much
conscientious while at work nor I am
excessive spontaneous.
Extraversion 34 Middle I am an ambivert person. I neither like to be
much social nor intend to stay much
reserved. I am a mix of both the
personalities at work and prefer to
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communicate with only those with whom I
have a comfort level and ease of talking.
Agreeableness 46 Middle I am a middle ranged agreeable person. I
like to prefer co-operation over
competition as it allows me to easily work
with others in a collaborative manner.
Natural
Reactions
47 Middle I am a person who is moderate to the
display of natural reactions like anxiety,
anger, sadness, frustration etc.
My strongest personality trait as per the above analysis of personality test is natural
reactions. This reflects that I am a person full of emotional intelligence. This is at times
beneficial for me while the other times adverse for me. This is because I easily get worried or
panicky.
2, Reflecting on the results, what stood out for you in terms of what it tells you about yourself as
a person
As per the personality test conducted by me, I have analysed that I am a person who is a
mix of reserved and outgoing nature. I like to display my emotions only in front of a specific set
of people who I am comfortable around. Further, I have recognised that I am an individual who
does not much like to indulge in experiments or undertaking new things or approaches to work. I
am a traditionalist and prefer to execute my roles and responsibilities in accordance with the
conventional way of working.
3. Discuss five of your emotional strengths
Based on the questioned asked in personality test, the emotional strengths that have been
recognised to be a part of my personality are straight minded, agreeableness, compassion,
spontaneity and collaboration.
4. Discuss five of your emotional weaknesses
Based on the questioned asked in personality test, the emotional weaknesses that have
been recognised to be a part of my personality are conservatism, prone to natural reactions,
reserved, traditional thinking and avoidance of direct leadership responsibilities.
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5. Complete the following table about personal stressors at work
Personal stressor What is your stress response?
(emotional, physical and
behavioural)
Actions to address
Poor management
practices
Behavioural I will report to my senior authorities.
Poor workplace
environment
Physical I will communicate about the unhealthy
working situations to my reporting
manager.
Unhealthy work
relations
Emotional I will try to develop social relations with
people working around me.
Lack of guidance
and support
Behavioural I will communicate about the same to my
reporting manager.
Role conflict Behavioural I will sort it out with the appropriate and
relevant person.
8. Review of needs and selection of three that most trigger your emotions when not met
There are a number of needs that an individual likes to get met while working in a
company or any other settings in order to carry out personal and professional development. It is
often noticed that these needs have the capability to trigger the emotional state of a person when
met and not met. Thus, a review is done below of a number of needs, constituting their
significance for
Acceptance- It is important for a person to be accepted at the workplace as this is the
aspect which motivates an individual to execute their roles and responsibilities in accordance
with organisational requirements.
Be understood- It is significant for a person to be understood at workplace as this serves
as the core upon which an individual's work is based. This is because a feeling of being
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misunderstood by someone at workstation would hinder the mental and physical state of person
from executing their role.
Be in control- By being in control while carrying out the day to day workplace practices,
an individual can access control over one's state of mind and emotional state.
Be needed- This is yet another important need of a person engaged in workplace as this
reflects that the need of person is realised and recognised by employer within the company.
Be right- This reflects the need of an individual to be ethically and morally right while
executing their work practices as the non-compliance of this would constitute the violation of
professional conduct.
Comfort- Individual must feel comfortable at workplace like the furniture, working
environment, sitting arrangements, and so on. There should not be any kind of disturbance in
working environment.
Balance- It is essential for an individual to have a balance between work and
entertainment as both are necessary for a person to be effective at workplace.
Variety- This need of work implies that individual has a variety of tasks and
responsibilities, thus they should possess the means to execute all of them in the stipulated
course of time.
Attention- This is a key need of any person at workstation as every individual desires to
get attention of people in response to the duties performed by them.
Peacefulness- This is one of the key elements of needs of a person at work. Every
individual at workplace requires an atmosphere of peacefulness in order to desirably execute
their roles.
Order- This need of a person a work implies that individuals should have access to
orderly state of roles, duties and approaches so that they can deliver performance as per
organisational requirements.
Predictability- This is essential as it helps a personal to predict as to what difficulties can
be encountered by them in future course of time. Through this, they can undertake steps to deal
with them beforehand.
New challenges- When individual works in an organization, they used to do their routine
work only. Apart from that they wants some new challenges That helps to face competition and
use their abilities in a strategic manner.
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Be loved/liked- An individual wants to feel loved at workplace as this helps in providing
motivation and enhances their commitment for work.
Be valued- In companies, many activities are conduct in which individuals participate
and contributes their ideas for decision making. This makes them feel that their ideas are
valuable for the organization.
Be treated fairly- It means “one rule for same” kind of principle should be followed, it
helps in reducing the bias feeling among individuals.
Safety- This is the security need of an individual which can be associated with job
security or physical safety of a person while at workplace.
Fun- This, being the need to receive entertainment while at work, is key to the efficiency
of an individual. The conduction of fun activities at premises once a month facilitate individuals
to operate in a motivated manner.
Respect- This is one of the prime needs of an individual as every person deserves to
receive respect against the duties they perform at work.
Freedom- This portrays that individual should have access to freedom in terms of their
working practices and approaches so that they can apply their productivity and creativity.
Consistency- This need of a person implies that the policies of entity should remain
consistent in order to make it feasible for an individual at work to carry out the operational
activities.
Included- It means to have a feeling of contained and being a part of whole is necessary
for an individual at it provides sense of mental peace and thus increases their productivity.
Autonomy- It is necessary at work place as it increase the capacity of a person to act in
accordance with self directed objectives rather than under the influence of others thus make
them more motivated and self driven.
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
Acceptance I would feel sad and
aggrieved at not being
I would control my emotions
by socialising more with other
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accepted at workplace. people to gain acceptance.
Be understood I would feel lack of
motivation and facilitation to
work in the desired manner.
I would control my emotions
by putting my views and
opinions in front of other
more upfront.
Safety I would feel demotivated as
there would no safety and
security at workplace.
I would exercise control over
my emotions by talking to a
colleague at workplace.
TASK 3
4. 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.
During the meeting, it is essential for management to get response from both, Beryl and
Yuko. In this regard, to ensure their participation and making them express their views and
opinions, management of the company can make use of 3 effective techniques. The first one in
this can be to encourage and appreciate those individuals who present an honest and relevant
opinion to the subject matter of meeting (Miao and et. al., 2018). The second technique can be to
give the personnel individual time of 1 minute so that they can share their views over the topic
under concern. This would decrease the chances of interruption or conflicts arising within the
meeting. Also, it will ensure that Beryl as well as Yuko put forward their thought process straight
in front of the management members. The third technique can be to keep asking frequent
questions so as to get timely and adequate response from both of them (Ingram and et. al., 2019).
6. What advice could you give to Beryl and Yuko to assist them in self-managing their
emotions?
From the analysis of case study, it can be seen that Beryl and Yuko have a hard time
collaborating with each other for any task or activity. Further, it is even analysed that the latter
believes that the former is a racist. This further widens the communication gap between them. To
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deal with their emotions and to self manage them, it is advised that they should keep distance
between personal and professional work (Lee and Chelladurai, 2018). Having personal grudges
or disliking towards someone should not restrain them from working with them at workplace.
Beryl and Yuko can meditate to keep a control on their emotions.
TASK 4
Manager: We have gathered here to resolve the issues between both of you. I hope the purpose
of meeting is clear to both of you, is it?
Beryl: Yes.
Yuko: Offcourse.
Manager: I would like to hear from both of you, your say upon your personal issues as it is
largely hampering the performance of company at large.
Beryl: Yuko is not all serious about her work. Also, I do not understand her accent and that is
why I am unable to communicate to her on a one on one basis.
Yuko: Beryl seems to be discriminating against me as my native place is diverse. Also, she talks
to me via other people which makes me feel awkward at work. This seems to be hampering my
motivation level and also deflating my overall performance in the company.
Manager: It seems that both of you can work upon your differences by having a personal
conversation with each other. Share with each other what you think about one another and just
sort this out. I do not want your issues to affect team performance in future ever. Is that clear?
Beryl: Yes.
Yuko: Yes, I assure you of that.
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REFERENCES
Books and Journals
Lee, Y. H. and Chelladurai, P., 2018. Emotional intelligence, emotional labor, coach burnout,
job satisfaction, and turnover intention in sport leadership. European Sport Management
Quarterly. 18(4). pp.393-412.
Miao, C and et. al., 2018. Emotional intelligence and entrepreneurial intentions: an exploratory
meta-analysis. Career Development International. 23(5). pp.497-512.
Keefer, K. V., Parker, J. D. and Saklofske, D. H. eds., 2018. Emotional Intelligence in
Education: Integrating Research with Practice. Springer.
Hodzic, S and et. al., 2018. How efficient are emotional intelligence trainings: a meta-
analysis. Emotion Review, 10(2), pp.138-148.
Kozlowski, D and et. al., 2018. Increasing nurses' emotional intelligence with a brief
intervention. Applied Nursing Research, 41, pp.59-61.
Ingram, A. and et. al., 2019. Emotional intelligence and venture performance. Journal of Small
Business Management, 57(3), pp.780-800.
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