Develop and Use Emotional Intelligence | Assessment

Develop and Use Emotional Intelligence

Contents
Contents...........................................................................................................................................2
Assessment 1....................................................................................................................................3
Assessment 2....................................................................................................................................5
Assessment 3....................................................................................................................................8
References......................................................................................................................................12

Assessment 1
Part A
1. Self-awareness: 5
Self-Management: 9
Social awareness: 7
Relationship management: 5
2. Bullying was one of the instances when I felt negative emotions Other is due to heavy work
pressure in the starting which I can’t tolerate due to inexperience. Last is when there was wrong
or false rumours regarding me within office.
A. There was different reasons like I was feeling very low and guilty when there were false
rumours spreading about me. Moreover, I felt wrong because no one came to me to clarify those
rumours. In other instance, I was new to the office and jus to bully me, my manager gave his
work as well with limited deadline.
B. I prefer to avoid having conversation with others which ends up by getting more depressed. I
stop talking to people for days which I could not imagine in the starting but I did not.
C. I should start hitting gym or Yoga for mental relaxation as mental pressure or anxiety is
common for people working in the corporate (Serrat, 2017).
3. Anger and loneliness were the two triggers. As mentioned above, anger caused by bullying of
senior and felt lonely at the time when no one was talking to me in office due to false rumours.
A. It makes situations even more miserable as I was new to office and anger is the issue which
everyone should manage to get success in life so it makes everyone angry (Fernández-Berrocal
& et al., 2019) .
B. I could have control my response by clarifying the doubts of workmates as rumour is always
work as a truth for other until and unless it is clarify by the person itself. Mental peace and
concerning with psychiatrist regarding anger is also one of the way of get rid of anger issues
(Gregersen & MacIntyre, 2017) .
Part B
1.
Base Strongly
Disagree
Disagree Neither
agree nor
Agree Strongly
Agree

disagree
Build relationship with
others based on sincerity
and respect
Freely offers help to others
when appropriate
Set of good example of
behaviour
Open for constructive
criticism
Reflect and learn from
mistakes
A
Build relationship with others based on sincerity and respect: Strongly agree: 3 neither agree
nor disagree: 2

Freely offers help to others when appropriate: Disagree: 1
Strongly Agree: 4
Set of good example of behaviour: Neither agrees nor disagrees: 5
Open for constructive criticism: Strongly disagree: 1
Disagree: 3
Agree: 1
Reflect and learn from mistakes: Neither agrees nor disagrees: 3
Agree: 2
B. It is important for every employee or individual to control their behaviour and maintain in a
decent way as negative behaviour also affect goodwill of employee in a negative way which
indirectly affects appraisal or appreciation. So negative behaviour will always attract negative
impact of one’s identify in front of others. There were times when I start ignoring bullying of
seniors and did not respond to it. Wonders happen after control behaviour as senior reduces
frequency of bullying which is great for my self-confidence. Self-evaluation of behaviour and
then eliminate those behaviour which will always have negative impact like anger is also a great
way of self-control (Rezvani & et al., 2016). Principles which I have used for emotional
intelligence are self-awareness, self-control, adaptability, empathy, conflict management.
Assessment 2
Scenario 1
1. Store manage must be feeling pressure as company’s management were also pressurising her
to perform well. So she must be feeling angry and full with pressure due to which she shouted at
their subordinates and colleagues to work harder to achieve sales target which was given by
management itself as store manager is a bridge between management and employees working on
field (Carson, Carson & Birkenmeier, 2016).
2. Self-control and empathy were the two principals that store manager did not demonstrate
(Pekaar & et al., 2018). As self-control expresses control which a person must have on their own
in different or unfavourable circumstances. Apart from this, empathy means understanding other
situations by understanding their situations. For instance, main reason behind decrease in sales
revenue is poor strategies by management and increase competitions in the market. But still,
employees were blamed for the slowdown.

3. Two strategies which she could have considered while planning the meeting is understanding
the problem which employees in the ground level is facing. Other strategy is helping employees
to grow as an employees by providing them guidance and senior support or motivation (Dolev &
Leshem, 2017). These two strategies could have motivated employees to achieve their target.
4.
 By apologizing from everyone behalf
 Empathy for store manager as she is also working for management
 To identify the reason behind anger or lack of empathy
 Ways through which employees can improve
 Suggestions for management to improve strategies
 Training session’s arrangements for new employees.
5. Potential benefits are high morale or advantage of employees like it motivates them to work
even harder. It will also assist employees to attain self-development which will help her to attain
higher productivity at workplace Store target is easily achievable and every employee will try to
assist each other so that overall target would be achieved (Kaufmann & Wagner, 2017) .
6. Positive leadership can only be achieve if the leader is equipped with five principles of
emotional intelligence which are as follows self-awareness, self-control, adaptability, empathy,
conflict management (Megías & et al., 2018). In this, empathy plays an essential role as two
different situations or pressure is faced by employees and leader at the same time. So it’s the
duty of leader to understand employee’s problem and then collaborate with them to identify the
solutions of it.
Scenario 2
1. There is a direct relationship between emotional people and attainment of business objectives
as if business targets are achieved then people will people highly motivated with high morale
which is ideal for them in terms of mental pressure and vice versa.
2. Any decision is highly effective in nature if it is made after considering every aspects from
employees eyes. For instance, management has decide to increase the sales target for people who
has the capacity to do so which means they have more pressure as compare to old target which
could affect their overall performance in a negative way. So basically more targets will degrade
or make the situations even more worse.

3. Employees were hired in the staring for fixed time period in a day but to increase profits,
management increase their work timing without increasing their pay. So more working time must
leads to more pay for employees. If management is planning to increase the workload then it
should be properly conveyed to employees so that they would prepare themselves for pressure or
other situations. Mental torture by manager or management must be comes under criminal
offense and proper actions should be taken against them as it work as a bullying for employees.
4. Manager implementation of business decisions is directly linked with health and safety
legislation as if more pressure is given to the employees for achievement of target then it
employees will start feeling un-confident and will be full of lack of job security which will
degrade their health to a certain level so all the business decision directly or indirect affects
health and safety of employees in a positive or negative way.
Scenario 3
1. Tone of voice is the only emotional cues which automatically reflect the problem which other
person is facing. For instance, if her voice is dim or low as compare to her normal tone than this
means, she is shy or not comfortable in talking to other person. If the tone is high that means she
is angry because of the external environment she is facing in their day to day life. So these cues
will assist me to start conversation with the employees and try to resolve her problem after
listening her problem from scratch.
2. Behaviour: Most of the disagreement or difference between employees happens because of
different behaviour which everyone possesses. For instance, the new employee is conservative in
nature as she does not possess conversation skills but still she wants to have friendly relationship
with other. But on the other hand, less talking behaviour leads to create an image of less friendly
person which affects other intention to make friends with them.
Office culture: It is essential to understand the office culture as each office has different rules,
regulations, eliminate or culture which any employees should understand and learn if they want
to survive in the same company for longer period of time.
Role of conversation: Primary objective of conversation is to promote friendliness to other
person and if any employee is not interested in a having conversation with other people then it
will create unfavourable image in the environment which is negative for anyone behaviour.
3. Various games must be organised within office premises with the aim of team building
exercise as it will assist them to known other person formally. Besides this, off the hours must be

organised so that new employees would be able to understand and get to know each other
personally. At last, manager must make the rule in which every employees needs to eat on the
single table in afternoon as it is a simple way of making casual conversation with each other.
4. Different case study would be provided to the new employee that mainly focuses on human
behaviour and their decision in different circumstances as it will assist her to learn empathy.
Conflict manager scenario must be given to employees on a real time situation so that she would
understand the art of resolving issues.
5. Overall productivity of employees would be increased as every employee will be able to focus
on their specific work instead of diverting in to office politics or conversation. Chances of higher
efficiency as new employee would be able to contribute their perform due to higher motivation
and morale. Sustainable environment would be sustain in the office premises which will assist
them to maintain their health and safety requirements to its highest.
6. If two employees belongs to different culture or possess different heritage then communication
gap is the main problem which always produces misunderstanding between employees. It has
negative impact as employees motivation becomes low thus poor performance while working.
Scenario 4
1. Conversations between employees and I is very important as then only it would be possible for
me to understand the problem they are facing in their employment as this strategy comes under
empathy principle of emotional intelligence. Besides this, I will follow conflict management as
different strategies would be form and implemented so that main aim of setting training would be
achieved.
2. Every employee learning style is different as one can learn the concept by learning it
practically or other focuses on theoretical framework to understand the concept. So their style
must be identified before jumping into any conclusion. Besides this, employees is group of
people with different communications styles, behaviour or diversity, so training must be set or
planned after considering these factors.
Assessment 3
Part A
1. Main motto of conducting this workshop is give below,
Enhance team performance so that team target would be achieve with higher productivity
Understand the role of behaviour in office and how it could work as a motivation factor

Ways through which positive environment would be created within working premises
Time Workshop part Content Activity Resources
1 day Introduction regarding the
workshop and why it is
important for company to
conduct training and
development sessions
Reason for
conducting this
workshop will be
disseminate
Team building
exercise like
balloon holding
activity would be
conducted in the
first day to
charge up
employees
motivation
Balloon, spoon,
wire etc
2 days Enhance team performance
so that team target would
be achieve with higher
productivity
It is essential for
every employees
to work as a team
as then only
overall targets
would be
achieved.
continuous
assistances of
each other is the
sole criteria of
working in the
team.
Each employees
must write about
each other
strengths and
weakness and
ways through
which they could
eliminate or
enhance it for the
betterment of
team. By this
means, it will be
easily for
employees to
disseminate work
according to their
strengths and
weakness
Blindfold, pen,
paper
2 days Understand the role of
behaviour in office and
Behaviour plays
an essential role
Everyone must
mimic of other
Closed room,
blindfolds

how it could work as a
motivation factor
in the success of
any organisation,
like if someone
has the ability to
talk to
conservative
people then
clients with this
problem will be
directly send to
them so that it
becomes easier
for them to
change their
leads into clients.
behaviour in a
positive way or
without
offending others
Besides this,
recommendations
for improving it
will also be given
but in closed
space so that
more trust will be
developed within
the team
1 day Review By this way,
manager would
be able to
understand the
wrong and right
things which
they have done
while conducting
this training so
that it would be
eliminated in the
future.
Part B
1. All the verbal and nonverbal cues like movement of eyes, hands, legs will be monitored by me
and the assessor so that their behaviour towards each other will be identified and noted down and

then uses those notes to improve their performance in the future. As mentioned above, main
focus of this workshop is to explain the principles of emotional intelligence and how it assist
employees to work with higher efficiency and productivity. All the team members will be asked
to express their concern of job or different situations they are facing in the job which they cannot
resolve. Besides this impact of their behaviour towards working must also be identified to
understand employee perception and actions properly. At last, their strengths, weakness must
also be noted down and then training and development sessions would be made accordingly to
get more benefit from it.
There were many difficulties faced in the workshop like in the starting, employees were
not interested in joining it so various problems was faced to ensure full contributions of
employees. In the starting, employees were not ready to share their personal information which
was affecting overall workshop in a negative way.
Part C
A. For further improvement, it is advised to every employee to feel freely and free from pressure
as then only it would be possible for any employees to express their feelings without adding
biasness in it.
Part D
1. Conducting workshop assist me in improving conflict management and self-control behaviour
as it is very complex for any manager to handle so many employees at the same time. Next time,
I will focus on conducting in outside office premises so that more positive result would be
obtained.

References
Books and Journals
Carson, K. D., Carson, P. P., & Birkenmeier, B. J. (2016). Measuring emotional intelligence:
Development and validation of an instrument. Journal of Behavioral and applied
Management, 2(1), 810.
Dolev, N., & Leshem, S. (2017). Developing emotional intelligence competence among teachers.
Teacher development, 21(1), 21-39.
Fernández-Berrocal, P., Salguero, J. M., Ruiz-Aranda, D., Extremera, N., & Palomera, R. (2019).
Development and validation of the Strategic Test of Emotional Intelligence (STEI) in the
Spanish population. Ansiedad y Estrés.
Gregersen, T. S., & MacIntyre, P. D. (2017). Idiodynamics: An innovative method to build
emotional intelligence through systematic self-assessment/reflection/critique. In
Innovative practices in language teacher education (pp. 33-53). Springer, Cham.
Kaufmann, L., & Wagner, C. M. (2017). Affective diversity and emotional intelligence in cross-
functional sourcing teams. Journal of Purchasing and Supply Management, 23(1), 5-16.
Megías, A., Gómez-Leal, R., Gutiérrez-Cobo, M. J., Cabello, R., & Fernández-Berrocal, P.
(2018). The relationship between trait psychopathy and emotional intelligence: a meta-
analytic review. Neuroscience & Biobehavioral Reviews, 84, 198-203.
Pekaar, K. A., Bakker, A. B., van der Linden, D., & Born, M. P. (2018). Self-and other-focused
emotional intelligence: Development and validation of the Rotterdam Emotional
Intelligence Scale (REIS). Personality and Individual Differences, 120, 222-233.
Rezvani, A., Chang, A., Wiewiora, A., Ashkanasy, N. M., Jordan, P. J., & Zolin, R. (2016).
Manager emotional intelligence and project success: The mediating role of job
satisfaction and trust. International Journal of Project Management, 34(7), 1112-1122.

Serrat, O. (2017). Understanding and developing emotional intelligence. In Knowledge solutions
(pp. 329-339). Springer, Singapore.