Develop and Use Emotional Intelligence

This assignment focuses on developing and using emotional intelligence in the workplace. It covers topics such as self-awareness, self-management, social awareness, and relationship management, providing practical activities and examples to help individuals improve their emotional intelligence skills.

DEVELOP AND USE
EMOTIONAL INTELLIGENCE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................4
Activity 1 A .....................................................................................................................................4
Assessing the four components of the emotional intelligence. ..................................................4
Emotional strengths and weakness are listed below ..................................................................5
Activity 1B ......................................................................................................................................6
Identify your own personal stressor within the workplace.........................................................6
Identify the emotional state it causes within you and whether it is a positive or negative state.6
Identify your own emotional triggers in relation to your personal work related stressors, the
emotional strength you would draw on to deal with it................................................................6
Why is it important for managers and leaders to keep control of their emotions in the
workplace?..................................................................................................................................7
Workplace incident in which one can not control emotions.......................................................7
ACTIVITY 2....................................................................................................................................8
Activity 2A .................................................................................................................................8
Identify the possible emotional states that you might encounter in your co- workers................8
Identify the emotional cue for each of the emotional state. .......................................................8
What are the six basic emotions that studies have proven are universal in all cultures?............8
.....................................................................................................................................................9
Activity 2C .................................................................................................................................9
When dealing with people in your organisation, what matters might arise?..............................9
To deal with the people in the organization following are the conflicts may arise-......................9
Six styles of leaderships .............................................................................................................9
Situation where leadership style can be applied.......................................................................10
Activity 2D ...............................................................................................................................11
Decision making process while taking in to account emotions of others and its impact on
individuals and organisation.....................................................................................................11
ACTIVITY 3..................................................................................................................................11
Activity 3A................................................................................................................................11
Activity 3B................................................................................................................................11

Activity 3C (Presentation)........................................................................................................15
ACTIVITY 4..................................................................................................................................15
Activity 4A................................................................................................................................15
SKILLS AND KNOWLEDGE ACTIVITY..................................................................................16
1.................................................................................................................................................16
2.................................................................................................................................................16
3.................................................................................................................................................17
4.................................................................................................................................................17
5.................................................................................................................................................17
MAJOR ACTIVITY......................................................................................................................17
1.................................................................................................................................................17
2.................................................................................................................................................17
3.................................................................................................................................................18
4.................................................................................................................................................18
5.................................................................................................................................................18
6.................................................................................................................................................20
7.................................................................................................................................................20
8.................................................................................................................................................20
9. ...............................................................................................................................................20
10...............................................................................................................................................20
11...............................................................................................................................................20
12...............................................................................................................................................20
13...............................................................................................................................................21
14...............................................................................................................................................21
15...............................................................................................................................................21
CONCLUSION..............................................................................................................................21
REFERENCES..............................................................................................................................22
REFERENCES..............................................................................................................................23

INTRODUCTION
Activity 1 A
Assessing the four components of the emotional intelligence.
Emotional intelligence is about to recognizing and managing your emotions and those of others.
Emotional intelligence is the capacity to recognize, use understand, and manages emotions to
improve the communications.
Individual's everyday life is affected by the emotional intelligence. The individual's
performance is being determine by the output of the physical capacity, mental health, even the
relationship of the management. The components of the emotional intelligence are classified into
four major categories. These are self awareness, self management, social awareness and
relationship management. These all are described under-
self awareness
Self awareness is about to knowing yourself. It indicates that how you know yourself and
how you accurately assess your emotions. Know a days people are so busy, they do not have
time for them to think about what they responding to situations and how we come across. To
recognize the self awareness, the other important source is to know how the others responds to
us. Sometime this task became challenging because we tend to see what we want to see. If you
want to grow your self awareness it is very important to consider the building time for reflection
into your days. Therefore, self awareness is to about knowing yourself. To understand your
strength and weaknesses that how they affect your thoughts and behavior.
Self management
To manage yourself is the foremost important thing in individuals life. Self management
includes the ways to control the emotions (Joseph and et.al., 2015). The emotions to be control
are impulsive feelings, behaviors, quick response, etc. it presents the ways to manage the stress
(e.g. exercise, eating healthy) and the proper utilization of these tools. This helps in the
improvement of transparency, achievement, and optimism. Reacting and responding towards the
situation have great difference.
To answer the following question will identify the power of the self management.
 When you get an irritating email, do you write back right away?

 Do you sometimes find yourself regretting how you handled yourself, wishing that you
had been more calm and poised?
 Do you lose patience or rush others?
If you say yes for any of the question of it shows the habit of reacting rather than
responding. When you react for the situations you do what come naturally for this situation,
which is continuing with the emotional part of the brain and when you respond it you do things
unnaturally, which is probably said the acting of reacting against the situation. Which could be
difficult for you. It promotes the cognitive and thinking activity of an individual.
Social awareness
To understand the emotions of other comes next. When you became able to understand
the emotions of other, you can more appropriately responds to other needs and concerns. By
understanding the emotions of others create a connectivity of yours with others (Martin-Raugh,
Kell and Motowidlo, 2016). Your organizational awareness, focus on service, and level of
empathy compose your social awareness. Improve your organizational awareness by fine-tuning
your radar for the emotional climate in groups, and recognizing power dynamics.
Relationship management
Relationship management includes the development of the relationship with the help of
clear communication. It means developing others and acting as a inspiring leader and catalyst for
the change.
Emotional strengths and weakness are listed below
STRENGTHS WEAKNESSES
 Action oriented
 Disciplined
 Confident
 Focused
 Optimistic
 Self controlled
 Team oriented.
 Lazy
 Easily bored
 Persistent
 Impatient
 Takes things personally
 Impulsive
 Do not like pressure

Activity 1B
Identify your own personal stressor within the workplace.
My personal own stressor is work and internal sources of distress. With in workplace
work and internal source is the stressor for me. It includes work and employment concerns.
Being a manager in an organization lots of distress is there. Some causes of distress are listed
inside the table.
Causes of distress
 Unproductive and time consuming meeting.
 Lack of training necessary to do the job.
 Conflicts with team mates and supervisors.
 Making of presentation in front of colleagues and clients.
 Job in security.
 Inadequate power to carry out task.
Although stressor are not limited they keep on changing when the external situations
creates the problem. Some internal events like feelings, thought, and habitual behavior may
provide the negative effect. Some internal cause includes fears, worrying about the future events,
unrealistic, perfectionist expectations.
Activity 1C
Identify the emotional state it causes within you and whether it is a positive or negative state.
Among all my stresses I m taking conflicts with team mates and supervisor. Once due to
some reason an argument between me and my team mates occurs which resulted very bad impact
over my working. To work in an organization it is very important to listen each other and support
while achieving target (van der Linden and et.al., 2015). Due to lack of communication this
conflicts occur. So being a manager of that team I was in fear that this conflict can ruin the
working of my team. Late, it has effected negatively as our target was not completed till the
deadline.
Identify your own emotional triggers in relation to your personal work related stressors, the
emotional strength you would draw on to deal with it
Situation of fear

Situations Response more likely to
trigger fear
Response less likely to
trigger fear
When the employees makes the
costly mistake at work
Question his or her ability to
do the job properly or blame
the worker.
Help the workers in problem
solving or remind the worker
that mistakes happen.
Activity 1D
Why is it important for managers and leaders to keep control of their emotions in the
workplace?
It is very important for the leaders and managers to keep control over the emotions as
leaders and managers who are emotionally intelligent fosters save environment, and makes feel
the employee safe and comfortable (Farnia, Nafukho and Petrides 2018). Having manager and
leader strong with the emotions leads good for the organization. Emotionally intelligent leaders
do not take the things personally and are able to work ahead with plans without worry about the
impact on their ego.
Activity 1E
Workplace incident in which one can not control emotions
Incident A sharing protect with 3 colleagues, one of
which was a person with whom I recently had
heated argument
Emotions I can not control
Angers: Me and other person had an argument related
with personal ethical norms and we both have
different opinion about the same. While doing
project our ethical values got clashed and we
ended up shouting on each other.
Sentiments In this whole scenario I cried a lot in front of
my 2 colleagues who are the best support to
me at office.

Feedback
Manager He had an opinion that usually I am more
composed at office but this time he was
disappointed with my behavior. Also, he said
that two person can have different views on
same things that does not mean that we shall
argue about that same now and then.
Other colleagues All said that we both had a different opinion
about same and I should have kept my cool.
ACTIVITY 2
Activity 2A
Identify the possible emotional states that you might encounter in your co- workers.
Following are the possible emotional states are -
Anger- anger in work place can results from the frustration, interpersonal conflicts with
superiors of unfair treatments. Anger at workplace leads to the irrational behavior which can ruin
the workings.
Envy – it is very common to envy the accomplishments and rewards given to the fellow workers.
This can demotivate the co workers and their working too.
Identify the emotional cue for each of the emotional state.
Anger
One key for managing workplace anger is to remove yourself from the situation and
letting your anger subside. Then, when calmer, you can take more rational steps in dealing with
the situation that made you angry in the first place.
Envy
The key in dealing with envy is to analyze the situation and make sure that when you are
comparing yourself to others that you are using the right “comparison others.” For example, you
can’t compare yourself directly to someone with more experience, or service time.
Activity 2b

What are the six basic emotions that studies have proven are universal in all cultures?
Six basics emotions are -
 anger
 fear
 happiness
 surprise
 disgust
 sadness
Activity 2C
When dealing with people in your organisation, what matters might arise?
To deal with the people in the organization following are the conflicts may arise-
 Personal conflict.
 Intragroup conflict.
 Intergroup conflict.
 Role conflict.
 Passive aggressive behaviour.
 Office romance.
 Stress.
 Positive outcomes.

Six styles of leaderships
 Coercive style
 Authoritative
 Affiliative
 Democratic
 Coaching
 Pacesetting
Situation where leadership style can be applied
Leadership Style Situation
Coercive style This means Do as I say.
eg. Best used in situation of crisis.
Authoritative This is a situation where complete power is
exercised over people.
Eg: Used by military commanders.
Affiliative In this all team members feels connected to
each other with equal participation.
eg. To solve a conflict among team members.
Democratic Opinion of team is taken into consideration in
decision making process.
eg. This style can be used for taking decisions
related with human resources.
Coaching In this a leader work as a tutor or guide to its
team members.
eg. For implication of a new technology or IT
application in office.
Pacesetting In this high standards for performances are set
up.
Eg. With encouragement of obsession about
performances in situation where high

productivity is needed.
Activity 2D
Decision making process while taking in to account emotions of others and its impact on
individuals and organisation
Decision making process:
A situation of dilemma arises when whole of office have two-three different opinions about
appraisal techniques of employees. The colleagues wee dividing into groups for two different
techniques. The management had suggested 5 techniques for reprisal but only two them were
emphasized upon (Emotions and decisions, 2018). One was appraisal in monetary terms and
other was a holiday trips along with monetary value. For this as urgent and efficient decision
needs to be taken in order to curb that competition within organisation. Opinion were taken by
written chits that can have additional suggestions.
Decision: the decision was taken that a short holiday trip will be given to all employee
while giving them a monetary compensation with major amount.
Impact on individuals and organisation:
On individuals: All the employees were happy with this decision as all their opinions
were taken into account by management. This also wiped out discrepancies among all the
employees of organisation.
On organisation: the management was happy with its decision as with implication of this
technique, employees achieved a satisfaction which was seen in their performances.
ACTIVITY 3
Activity 3A
One to one meeting is the possible activity that can help team members in expressing their
thoughts and feeling. Training session is another activity that can provide opportunity to all team
members in expressing their feeling (Van Deursen and et.al, 2015). Leader can organise training
and can involve people in training session so that they share their thoughts. One to one meeting
will develop confidence and relationship with others which will help in making them
comfortable. By this way they will express their feelings.

Activity 3B
Name of person involved:
Questions Potential response
What happened? When I was working in ABC Ltd at that time due to language
issue I was unable to communicate with other employees. I have
realized that cultural difference create problem in
communication. When I have said one sentence to other team
members then they have taken it into wrong manner which has
created conflict situation at my workplace.
What were you doing before
it happened?
Before this incident, I was not communicating with other
people. That was the reason that they were unable to understand
me and my culture.
What were you thinking
before it happened?
I was thinking that other team members are not comfortable to
talk to me.
How did you feel before it
happened?
I was feeling so alone and under confident in workplace.
What were you thinking
when it happened?
I thought people are unable to coordinate well ,they do not
accept other culture people in their team easily.
How did you feel when it
was happening?
I felt very bad and alone.
What did you do after it
happened?
I understood their point of view as well and I started
communicating these people well. This has helped me in
developing bonding with them and now they can easily
communicate with me.
What were you thinking
after it happened?
I though communication plays significant role in business unit.
How did you feel after it
happened?
I felt that it was slightly my mistake as well because I never
tried to talk to other team member. If initially I tried to develop
relationship with them then this incident definitely could be
avoided.

What do you think now? I think people should self take initiative rather than waiting for
others to talk to you.
How do you feel now? Now I am happy because all people talk to me freely and we
have good bonding
How do you think other
people felt?
Other people are also happy because they are comfortable with
me.
Who has been affected by
what happened?
I was affected with this incident and my supervisor also gets
affected because he had to take action to resolve this problem
immediately.
What could you have done
differently?
Taken initiative first was the action that has been taken by me.
What do you need to do to
resolve the matter?
I need to communicate with my senior and other team members
so that such problem can be resolved timely. We can use
common language such as English that would be easy for both
of us to make effective coordination.
What do you need from
others to resolve the matter?
I need that others also take initiative when new member join
their team, they have talk to the person and make them feel
comfortable. This can support in building strong relationship
between team members. Supervisor has to conduct meeting in
which individual should introduce the new members with others.
Name of person involved:
Questions Potential response
What happened? I was working as customer service executive; one customer has
came to office to complain for the damage good. I was unable to
understand his issue and he started behaving angry.
What were you doing before
it happened?
I was dealing with other consumers

What were you thinking
before it happened?
I was thinking that supervisor needs to deal such complex issue
immediately.
How did you feel before it
happened?
I was feeling embracing
What were you thinking
when it happened?
I was thinking that no other staff is trying to stop that client.
How did you feel when it
was happening?
Very bad
What did you do after it
happened?
I went to supervisor and discuss the entire issue with him.
What were you thinking
after it happened?
I was thinking that supervisor will take immediate action on it
and will call the consumers for resoling his complain.
How did you feel after it
happened?
I felt that supervisor is not taking interest in consumer’s
complain
What do you think now? I think that nobody is caring for emotional aspects of workers.
How do you feel now? Bad
How do you think other
people felt?
Other people was feeling that I have made mistake and I had to
resolve it.
Who has been affected by
what happened?
My reputation and moral have been affected.

What could you have done
differently?
I have to call to my immediate boss at that time who can listen
that issue and take action to resolve his complain.
What do you need to do to
resolve the matter?
I have to raise this issue in training session , my trainer can give
me the solution to deal with such type of problems.
What do you need from
others to resolve the matter?
Managers should develop self management skills in executives
so that they can deal with such issues confidently.
Activity 3C (Presentation)
Communication and self management skills are two most essential aspects that can help
people in performing well in organisation (Ruiz‐Aranda, Extremera and Pineda‐Galán, 2014).
Benefits of communication
 Individual should coordinate with others effectively.
 New trainee and existing employee both have to take initiative of talking with other
people. This can develop bonding within you and all team members can understand each
other significantly.
 Communication supports in resolving confusion and performing well in the workplace.
Self management skill
 It is most essential skill for the workers those who have to deal with consumers. If they
develop this skill within them then they can manage issues of consumers properly (Serrat,
2017).
 This can help them in identifying the ways through which they can deal with consumers
effectively.
 Behaving politely and developing confidence of the client that their problem will be
resolved soon can support in making them feel satisfy.

ACTIVITY 4
Activity 4A
It is essential to encourage positive emotional climate because this makes the employees
feel comfortable and enhance their moral as well.
People have technical, written communication skills. But they need to develop self
management and verbal communication skill as well (McCleskey, 2014).
SKILLS AND KNOWLEDGE ACTIVITY
1.

Strength Weakness
Stress resistance skills
Communication skill
Influencing skill
Change management skill
Building bonding skill
 My personal stressors at workplace are lack of time and too many projects. My emotional
states related to workplace is mixed.
 Positive response and remain calm are two emotional triggers.
 I always encourage team members and use collaborating techniques. This helps me in
motivating others and making them able to deal with stressors.
 I have learned from my seniors. Apart from this I have developed my emotional
intelligence by self practice.
2.
When there was workload then employees have to work extra in office. In such situation
they were unable to spend time with their family. In such situation their emotional state was
affecting badly.
 I have motivated the co-workers and have making them aware with benefits of working
extra hours for few days. This has encouraged the person and he was performing happily
in the workplace.
 In cultural emotional cues I tried to improve communication among all employees and
have created friendly environment. This has helped these people in improving their
emotional state.

 Flexibility and adaptability both are essential in workplace, I have prepared alternative
options so that employees make discussion on various other aspects. I always behave
cooperative with all staff and help them to perform their work effectively.
 I always take care of their emotions and by considering their emotional need I make
decisions.
3.
 I have created healthy workplace environment where all employees can talk with each
other freely. By this way people can freely express their feeling.
 By making effective communication with co-workers managers can help in making them
aware with effect of their behaviour and emotions on others.
 I should create fair working environment and should give them chance to speak freely.
This can encourage self management of emotions in others.
 Effective communication and formal or informal meeting arrangement can build
productive relationship and can maximise workplace outcome.
4.
Positive emotional climate supports team members in feeling confident and comfortable.
By this way they do not feel hesitated and perform their work effectively with enthusiasm. In
order to encourage such atmosphere manager should conduct meetings with all employees adn
have to train them so that they do not feel over burden and perform their work with positive
energy (Hall and et.al,2015).
5.
By developing emotional intelligence of workforce now people are feeling confident and
they take each critical task as challenge. This helps them in performing well this has increased
productivity of the organization.
MAJOR ACTIVITY
1.
Communication skill is my best emotional strength because by making effective
coordination with other I feel happy and make them happy as well.

2.
Heavy workload is my personal workplace stressor and in order to address it I have
created positive environment surrounding me and my staff. I organised informal meeting with
staff so that we can feel relaxed. This has helped me in addressing it positively.
3.
Remain calm and positive response (What is Emotional Intelligence, 2018).
4.
During the workload period, I was getting sales target. At that time economic situation
was fluctuating and consumers were not taking interest in buying such products. I was unable to
meet with my target. This situation has switched my focus from team members and I was not
giving any attention. At that time when one team member has came to me to resolve his issue
then I have not behaved well with him. I aggressively said to him to ask with other senior
persons in your team. This reduced confidence of that person and he felt dishearten.
5.
One customer came to me with full anger due to problem in his bought product. He was
shouted at workplace but I have listened his point of view and apologise for the mistake. I have
given positive response to him that has made him calm and satisfied.
Question Response
How did I feel at the time? Happy and satisfactory
Why did I feel like this? Because I managed my emotions well and have
contributed in development of company.
What was my emotional
response?
Positive
How did that affect the situation? My positive response has calmed situation and
resolve that critical issue.
How did it affect me? I learned that behaving positive and clam always
give positive results.

How did it affect others? Others also get to know that they should not
behave loud in any situation.
How could I have responded
differently?
I could make effective communication with the
other person, this could develop bonding with
them.
How do I feel now? Very happy
Why do I feel like this? Because my emotional intelligence has given me
positive results.
What do I need to do to put it
right?
I need to create healthy workplace environment
and have to train employees so that they also deal
with such situations properly.
What do I need from others to
put it right?
Other need to also behave positive in such type of
condition, they should not give negative response
to any consumer or team member.
Feedback from colleague
Question Response
How did you feel at the time? amazing
Why did you feel like this? Because I have not expected that when client
behaves anger then we have to behave calm and
have to listen their problem carefully. This was
the great way to resolve such critical situations.
What was my emotional response? Happy and mixed
How did that affect the situation? This has improved entire situation
How did it affect you? I improved my emotional intelligence
How could I have responded differently? I could give appreciation to my manager for
behaving positively in such condition.

How could you have responded
differently?
I could respond pleasant.
How do you feel now? happy
Why do you feel like this? Because I have developed my emotional
intelligence
What else do you need from me to put it
right?
Carefully listening to views of others
What do you need to do to put it right? Carefully listening to views of others
6
Anxious is the common emotional state in co-workers and the main cause of this state is
inadequate support from higher authorities.
7.
Due to cultural difference individual was in fear emotional state, he was not discussing
his point of view with others. He came to me and has discussed their problem that he is unable to
coordinate well with others. I understood his problem and I have conducted a formal meeting. I
have introduced him with all team members. They have given their intro and have become
friends. This has helped me dealing with such situation.
8.
Laissez-fair leadership is most difficult because giving rights to workers to make decision
can impact on overall profitability of business. People feel freedom and sometimes they start
misusing this freedom.
9.
When there was heavy workload then I have announced giving extra incentives to all
employees. I have also planned short informal meeting with them. This has changed mood of
staff members and they were feeling very happy.
10.
Open meetings and training sessions
11.
One new employee has joined the team; he was belonging from other culture. At that
situation he was feeling very under confident but restorative approach has helped in making him
feel happy.

12.
This has given positive result.
13.
This has made all employed positive but still some of them are feeling anxious. There
should be improvement in culture of workplace.
14.
By motivating all workers and giving them training for developing emotional intelligence
I have encouraged emotional climate.
15.
One employee has developed his inter personal skill and other has developed skill of
behaving clam. By this way whenever critical situation s arise they both behave positive and
motivate others to feel good and take it as challenge.
CONCLUSION

REFERENCES
Books and Journals

REFERENCES
Books and Journals
Farnia, F., Nafukho, F. M. and Petrides, K. V., 2018. Predicting Career Decision-Making
Difficulties: The Role of Trait Emotional Intelligence, Positive and Negative
Emotions. Frontiers in psychology. 9. p.1107.
Hall, C. M. and et.al.,2015. A quantitative study of the emotional intelligence of participants in
the ASHP Foundation’s Pharmacy Leadership Academy. American Journal of Health-
System Pharmacy. 72(21). pp.1890-1895.
Joseph, D. L and et.al., 2015. Why does self-reported emotional intelligence predict job
performance? A meta-analytic investigation of mixed EI. Journal of Applied
Psychology. 100(2). p.298.
Martin-Raugh, M. P., Kell, H. J. and Motowidlo, S. J., 2016. Prosocial knowledge mediates
effects of agreeableness and emotional intelligence on prosocial behavior. Personality
and Individual Differences. 90. pp.41-49.
McCleskey, J., 2014. Emotional intelligence and leadership: A review of the progress,
controversy, and criticism. International Journal of Organizational Analysis,. 22(1).
pp.76-93.
Ruiz‐Aranda, D., Extremera, N. and Pineda‐Galán, C., 2014. Emotional intelligence, life
satisfaction and subjective happiness in female student health professionals: the
mediating effect of perceived stress. Journal of psychiatric and mental health
nursing. 21(2). pp.106-113.
Serrat, O., 2017. Understanding and developing emotional intelligence. In Knowledge
Solutions (pp. 329-339). Springer, Singapore.
van der Linden, D and et.al., 2017. Overlap between the general factor of personality and
emotional intelligence: A meta-analysis. Psychological Bulletin. 143(1). p.36.
Van Deursen, A. J. and et.al., 2015. Modeling habitual and addictive smartphone behavior: The
role of smartphone usage types, emotional intelligence, social stress, self-regulation, age,
and gender. Computers in human behavior. 45. pp.411-420.
Online
What is Emotional Intelligence. 2018.[Online]. Available through <
https://www.ihhp.com/meaning-of-emotional-intelligence>

Emotions and decisions . 2018. [Online]. Available through
:<http://changingminds.org/explanations/emotions/emotion_decision.htm>.