Promote and Develop Emotional Intelligence

This task focuses on promoting and developing emotional intelligence in the workplace. It includes meeting with a departmental manager to discuss their emotional strengths, weaknesses, and work performance.

Assessment
Task 3
Develop and use
emotional intelligence
BSBPEF502

Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I
have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student
name
Student ID
number
Student
signature
Date
Task Number
BSBPEF502 - Page 2

------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
The student has satisfactorily
completed and submitted the
following:
 Meeting Plan in Task 3.1P1
 Improvement Plan in Task 3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Reflection on performance as a
departmental manager in Task
3.1P2
☐ ☐ ☐
The student conducted the Role-Play
in their role as consultant with a
classmate in their role as
departmental manager:
 The student prepared a plan to
conduct the Role-Play
 Made the manager feel
comfortable
 Used emotional intelligence
(active listening, empathy,
reframing etc..)
 Demonstrated consideration for
their emotions
 Asked them to talk about their
learning journal (content, what
they have learned from it)
 Discussed their work performance
 Identified emotional stressors and
agree on methods to respond to
them
 Proposed solutions to
☐ ☐ ☐
BSBPEF502 - Page 3

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
develop/improve emotional
intelligence and improve work
performance
 Proposed opportunities/options to
express their thoughts and
feelings in the workplace
 Demonstrated flexibility and
adaptability when proposing
solutions for improvement
 Conducted a task/exercise to
assist the manager in
understanding the effect of
personal behaviours and emotions
on others in the workplace
Feedback in Comments
The student conducted the Role-Play
in their role as departmental manager
with a classmate in their role as
consultant:
 Was open and honest
 Used emotional intelligence
(active listening, empathy,
reframing etc..)
 Was aware of emotional triggers
and emotional responses
 Talked about their learning journal
(content, what you have learned
from it)
 Discussed work performance
 Identified emotional stressors
 Discussed solutions to
develop/improve emotional
intelligence and improve work
performance
 Discussed opportunities/options to
express own thoughts and feelings
in the workplace
 Participated in a task/exercise to
assist in understanding the effect
of personal behaviours and
emotions on others in the
☐ ☐ ☐
BSBPEF502 - Page 4

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
workplace
Feedback in Comments
Demonstrated ability to:
 Identify methods for responding to
emotional stressors
 Seek feedback from others to
identify and confirm methods for
responding to emotional stressors
in the workplace
This is evidenced by:
 Improvement Plan in Task 3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Reflection on performance as a
departmental manager in Task
3.1P2
 Participation in the two parts Role-
Play (refer to Marking Sheet)
☐ ☐ ☐
Demonstrated ability to:
 Analyse and document emotional
responses of co-workers
 Develop a plan for identifying and
responding to a range of
emotional expressions
 Apply techniques that indicate
flexibility and adaptability in
dealing with others in the
workplace
 Apply techniques that show
consideration for the emotions of
others when making decisions
 Identify workplace opportunities
for others to express their
thoughts and feelings
 Develop tasks for assisting others
to understand effect of personal
behaviour and emotions on others
in the workplace
 Implement identified opportunities
and tasks in the workplace
☐ ☐ ☐
BSBPEF502 - Page 5

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
according to organisational policy
and procedures
This is evidenced by:
 Meeting Plan in Task 3.1P1
 Improvement Plan in Task 3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Participation in Role-Play PART 1
(refer to Marking Sheet)
Demonstrated ability to:
 Consult with relevant stakeholders
and identify improvement areas
for own emotional intelligence
This is evidenced by:
 Reflection on performance as a
departmental manager in Task
3.1P2
 Participation in Role-Play PART 2
(refer to Marking Sheet)
☐ ☐ ☐
Demonstrated ability to:
 Implement identified opportunities
and tasks in the workplace
according to organisational policy
and procedures
This is evidenced by:
 Improvement Plan in Task 3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Reflection on performance as a
departmental manager in Task
3.1P2
 Participation in the two parts Role-
Play (refer to Marking Sheet)
☐ ☐ ☐
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
BSBPEF502 - Page 6

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments
Y
N
DNS
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration...........................................................................................................................................2
Task 3 – Promote and develop emotional intelligence......................................8
Task 3.1 Promote and develop emotional intelligence...............................................................10
BSBPEF502 - Page 7

Task 3 – Promote and develop emotional intelligence
Task summary and instructions
What is this
assessment task
about?
This task builds on Task 2.
You have been engaged as an MMI Professional Education
consultant to support emotional intelligence development in
departmental managers.
You are required to:
1. Prepare to develop emotional intelligence
2. Develop emotional intelligence
3. Promote the development of emotional intelligence in
others
Task 3 focuses on promoting and developing emotional
intelligence in the workplace.
Please note that the performance evidence requirements of
this unit of competency require students to:
 Demonstrate emotional intelligence in relation to at least
two different work tasks
 Promote the development of emotional intelligence in
others in at least one occasion
This assessment has been designed to meet those
requirements.
This task comprises of the following assessment methods:
o Product-based ☒
o Direct observation of Role-Play ☒
o Case Study ☒
o Other (specify) ☐
It has been designed to evaluate your ability to/competency
in:
 Identify methods for responding to emotional stressors
 Seek feedback from others to identify and confirm
methods for responding to emotional stressors in the
workplace
 Analyse and document emotional responses of co-workers
 Develop a plan for identifying and responding to a range
of emotional expressions
 Apply techniques that indicate flexibility and adaptability
BSBPEF502 - Page 8

Task summary and instructions
in dealing with others in the workplace
 Apply techniques that show consideration for the
emotions of others when making decisions
 Consult with relevant stakeholders and identify
improvement areas for own emotional intelligence
 Identify workplace opportunities for others to express
their thoughts and feelings
 Develop tasks for assisting others to understand effect of
personal behaviour and emotions on others in the
workplace
 Implement identified opportunities and tasks in the
workplace according to organisational policy and
procedures
You are required to address the following:
 Task 3.1 Promote and develop emotional
intelligence
o Prepare to meet with a co-worker to discuss their
emotional strengths and weaknesses, and their work
performance
o Meet with a departmental manager to discuss their
emotional strengths, weaknesses and work
performance (Role-Play)
o Meet with the consultant to discuss your emotional
strengths, weaknesses and work performance (Role-
Play)
What do I need to
do to complete this
task satisfactorily?
 submit the completed assessment tasks, according to
instructions,
 complete the tasks with sufficient detail and present them
in a professional manner,
 use your own words and reference sources appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in this
assessment task you must satisfactorily address all of the
assessment criteria,
 if part of this task is not satisfactorily completed you will
be asked to complete further assessment to demonstrate
satisfactory performance.
Specifications You must deliver/participate in:
BSBPEF502 - Page 9

Task summary and instructions
 Role-Play Part 1 and 2 in week 5
You must submit to GOALS
 Meeting Plan
 Improvement Plan
 Feedback Form
 Reflection on performance as a consultant
 Reflection on performance as a departmental manager
Resources and
equipment
• Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission
opportunities
You will be provided feedback on your performance by the
Assessor. The feedback will indicate if you have satisfactorily
addressed the requirements of each part of this task. If any
parts of the task are not satisfactorily completed, the
assessor will explain why, and provide you written feedback
along with guidance on what you must undertake to
demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You
have the right to appeal the outcome of assessment
decisions if you feel that you have been dealt with unfairly or
have other appropriate grounds for an appeal. You are
encouraged to consult with the assessor prior to attempting
this task if you do not understand any part of this task or if
you have any learning issues or needs that may hinder you
when attempting any part of the assessment.
Complete the following activities:
Task 3.1 Promote and develop emotional intelligence
This Task is a Role-Play that comprises two parts:
BSBPEF502 - Page 10

 PART 1 – You will meet with a departmental manager (played by a classmate) to
discuss their learning journal (Task 2.1) and work performance (based on a scenario of
choice)
 PART 2- You will play a departmental manager and meet with a classmate who will
play the consultant employed by MMI to discuss your learning journal (Task 2.1) and
work performance (based on a scenario of choice)
Schedule a time with the trainer and assessor in week 5 of class to conduct the two Role-
Plays (20-30 minutes each).
The trainer and assessor will validate your participation in the two Role-Plays and provide
feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements
with the trainer and assessor to perform the Role-Plays.
Both parts will require preparation; follow the instructions below.
PART 1
In Part 1 of the Role-Play, you will meet with a departmental manager (played by a
classmate) to assess their emotional strengths and weaknesses, discuss their work
performance, support them in developing/improve emotional intelligence and assist them
in improving work performance.
The classmate will use their learning journal as a basis for discussion; however, they will
play their role as a departmental manager, according to one of the following scenarios
depicting their current work performance:
Scenario 1  Often late at work
 Looks tired
 Concentration difficulties
 An increasing number of errors in reports
Situation at home: they have a newborn child
Scenario 2  Short-tempered
 Argues with colleagues
Situation at home: their partner lost their job, and they are currently
working two jobs
Scenario 3  Unaware of different cultural backgrounds, often says the wrong thing
offending others
 Does not listen to others
 Abrasive personality
Situation at home: never travelled much, highly educated, always been
successful in own career
Scenario 4  Looks always stressed and absent
 Does not engage with others
 Trouble concentrating
BSBPEF502 - Page 11

 Lack of motivation
Situation at home: recently lost a family member
Scenario 5  Lacks empathy
 Bossy
 Lacks humility
 Dismisses ideas from others
 Workaholic
Situation at home: NA
The classmate will choose a scenario to role-play.
Before the Role-Play:
Fist of all, consider that the manager (classmate) may not feel comfortable sharing the
full content of their learning journal; hence be respectful and understanding when
discussing it.
Develop a plan to meet with the departmental manager using the Meeting Plan below
(Template 1).
Template 1 -Meeting Plan
Meeting Plan
Outline a plan to identify and
respond to a range of emotional
expressions from the manager.
(50-100 words)
In order to have an identification of emotional
expression of the manager it is essential that
behavioural, autonomic and hormonal changes will
need to be considered. As manager was facing a
situation of late hours, tiredness, increase in errors
so it will affect its working practice because these
are related with behavioural changes.
Likewise, in order to respond to these emotions a
manager need to adopt adequate planning in which
it need to balance out its emotions in which those
emotions that are concentrated with business will be
taken in priority so that better work performance can
be grabbed. Similarly, controlling those emotions
that may negatively affect will be mitigated and
eradicated.
Identify two (2) useful
techniques that drive flexibility
and adaptability in dealing with
others in the workplace.
Being open-minded.
Stay calm and plan a head and be clear to core
values.
Identify two (2) techniques that
show consideration for the
emotions of others when
Pause and access the situation.
Don't always follows and rely on guts.
BSBPEF502 - Page 12

Meeting Plan
making decisions.
Develop two (2) tasks/exercises
to help others understand the
effect of personal behaviour and
emotions on others in the
workplace.
Note: you will use one of them
during the Role-Play.
Temperament analysis.
Accepting emotion exercise.
During the Role-Play:
 Make the manager feel comfortable
 Use emotional intelligence (active listening, empathy, reframing etc..)
 Demonstrate consideration for their emotions
 Ask them to talk about their learning journal (content, what they have learned from it)
 Discuss their work performance
 Identify emotional stressors and agree on methods to respond to them
 Propose solutions to develop/improve emotional intelligence and improve work
performance
 Propose opportunities/options to express their thoughts and feelings in the workplace
 Demonstrate flexibility and adaptability when proposing solutions for improvement
 Conduct a task/exercise to assist the manager in understanding the effect of personal
behaviours and emotions on others in the workplace
After the Role-Play
 Finalise and summarise an improvement plan for the manager (Template 2)
Template 2 -Improvement Plan
Improvement Plan -Summary
How to improve emotional
response.
(30-50 words)
Adoption of practice of respond instead of reacting or
conflicting, using assertive communication style,
always be critical, importance of self-awareness,
always be motivated and never loose hopes, be calm
and confident, being positive are some practices that
will lead to have improvement in emotional response.
Also, adopting the practice of not denying but not be
too rigid with emotion also lead to improve emotional
response.
Opportunities to express
own thoughts and feelings
in the workplace.
(2-3)
Fear, Joy, anger are some feeling which will expressed
in team work or task. Performance handling etc.
How to respond to Tracking stressors, Taking with supervisors, take
BSBPEF502 - Page 13

emotional stressors in the
workplace.
(2-3)
adequate time for relaxation.
How to improve emotional
intelligence.
(30-50 words)
Adopting practice of motivation, positivity in terms of
positive environment and response, responding
problems instead of conflicting, always be calm
minded, trying to establish balance between emotions
and feelings, always looking good and positive
approach while dealing with problem and issues are
some ways by which emotional intelligence will
improve.
How to improve work
performance.
(30-50 words)
Setting up of milestones, make planning and
prioritisation, adequate and effective communication,
adopting difficult task in first, self-evaluation of
strength and weakness, stay concentrated, stay
positive and motivated, adopting the practice of team
work or self improvement, self-correction, self-
initiatives are some modes by which work
performance will improve.
Action Plan
(4-5 key actions)
Action Timeline
Raising focus 30/06/21
Adopt effective communication 28/06/21
Raising patience 15/07/21
Time management 20/07/21
Practising positivity 10/07/21
 Collect feedback from the manager (Template 3) and provide evidence of completion
(picture of completed hard copy of the feedback form or a screenshot of a completed
digital form).
Template 3 -Feedback Form
Feedback Form
Full Name and
signature of the
student completing
the feedback form.
Full Name:
Signature:
Date
I felt comfortable when
discussing my learning
journal and work
performance with the
consultant.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
✔
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Feedback Form
The consultant
demonstrated emotional
intelligence skills and
knowledge.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
✔
I felt understood and
listened to.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
✔
Support and assistance
were offered to me to
improve my emotional
intelligence and work
performance.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
✔
The task/exercise to
assist with
understanding the effect
of my behaviour and
emotions on others in
the workplace was
effective.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
✔
The consultant
demonstrated
adaptability and
flexibility during the
meeting.
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
✔
The outcome of the
meeting was….
Exception
al
Excellen
t
Very
Good
Good Fair Poor Very
Poor
✔
Overall, the meeting
was …
Exception
al
Excellen
t
Very
Good
Good Fair Poor Very
Poor
✔
Provide an example of
how the consultant
demonstrated emotional
intelligence during the
meeting.
(30-50 words)
The consultant make adopt the practice of being flexibility and
openness. With this practice I felt comfortable while sharing my
experience and feeling. Also the consultant enable me adequate time
to think and share my feeling. For example: consultant presents
different situation like occurrence of error, family issues, happiness,
etc.
Briefly describe the
task/exercise conducted
to understand your
behaviour and emotions
on others in the
workplace.
(30-50 words)
Taking feedback will enable a managers to have an idea of emotions
and feelings of other in workplace. Likewise, timely check-in in the
teams and engaging with team also enable a manager to have a
clear understanding of the real situation and condition of team.
What could the The consultant need to improve friendliness, openness and flexibility
BSBPEF502 - Page 15

Feedback Form
consultant improve?
List 2-3 improvements.
with regard to manager.
Document the evidence of completion of the feedback form in the space provided
below:
 Reflect on your performance during the Role-Play and the feedback received from the
manager.
Address the following:
o How did you demonstrate emotional intelligence during the Role-Play? Provide an
example.
o How did you ensure the manager felt comfortable talking about their emotional
strengths and weaknesses and work performance?
o How did you respond to the emotional expressions of the manager? Provide an
example.
o What emotional stressors did you identify when discussing with the manager?
o What did you do well?
o What could you improve?
Summarise your reflection in the space provided below.
(50-100 words)
I demonstrate my emotional intelligence by self practising and keeping myself in
same situation as the manager was. For example, I imagine that if I had baby at
home then I my focus will lose.
Manager will feel comfortable only when it will analyse and access the desired
outcome of such loose concentration and focus in terms of business loss.
I will respond positively because the manager emotional feeling and situation would
be same if I were made my self-reflection. For example: if any errors are being
occurred by me in accounts management then I would compare my emotion with
manager.
Stay calm and positive, positive environment are some key stressors that I found.
I did well in terms of managing my emotions and feelings.
I need to improve my controlling power so that my personal and professional life
would be adequately differentiated.
BSBPEF502 - Page 16

PART 2
In Part 2 of the Role-Play, you will meet with the consultant (played by a classmate) to
discuss your emotional strengths and weaknesses, discuss your work performance, ask
for support in developing/improve emotional intelligence and assistance with improving
work performance.
You will use yourr own learning journal as a basis for discussion, however you will play
their role as a departmental manager, according to one of the following scenarios
depicting your current work performance:
Scenario 1  Often late at work
 Looks tired
 Concentration difficulties
 An increasing number of errors in reports
Situation at home: they have a newborn child
Scenario 2  Short-tempered
 Argues with colleagues
Situation at home: their partner lost their job, and they are currently
working two jobs
Scenario 3  Unaware of different cultural backgrounds, often says the wrong thing
offending others
 Does not listen to others
 Abrasive personality
Situation at home: never travelled much, highly educated, always been
successful in own career
Scenario 4  Looks always stressed and absent
 Does not engage with others
 Trouble concentrating
 Lack of motivation
Situation at home: recently lost a family member
Scenario 5  Lacks empathy
 Bossy
 Lacks humility
 Dismisses ideas from others
 Workaholic
Situation at home: NA
Choose a scenario to role-play.
Before the Role-Play:
Consider what you feel comfortable sharing with the consultant.
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During the Role-Play:
 Be open as much as you can
 Use emotional intelligence (active listening, empathy, reframing etc..)
 Be aware of your emotional triggers and emotional responses
 Talk about your learning journal (content, what you have learned from it)
 Discuss your work performance
 Identify emotional stressors
 Discuss solutions to develop/improve emotional intelligence and improve work
performance
 Discuss opportunities/options to express your thoughts and feelings in the workplace
 Participate in a task/exercise to assist you in understanding the effect of personal
behaviours and emotions on others in the workplace
After the Role-Play
 Provide feedback to the consultant (Template 3)
 Reflect on your performance during the Role-Play and the feedback received from the
consultant.
Address the following:
o How did you demonstrate emotional intelligence during the Role-Play? Provide an
example.
o How can you improve how you respond to emotional triggers?
o How can you better respond to emotional stressors?
o How can you improve on the dimensions of emotional intelligence?
Summarise your reflection in the space provided below.
(50-100 words)
I made demonstration of my emotional intelligence in terms of being open with my consultant. I
made share my experience and emotions openly and adequately with the consultant. For
example: I expressed my consultant that I had a new born baby at home and my whole mind
and concentration is towards the baby and that is affecting my work.
I will make improvement by having a consideration towards the prescription of consultant. I will
also adopt mind exercises and emotional intelligence practices so that I can overcome my
emotional triggers.
As my habit is to have concentration and focusing over stressors, so in order to dealt with those
stressors I would adopt the practice of respond instead of focusing. I will also adopt the practice
of finding solution instead of being disturbing by them.
I will improve my dimensions by improving my level of thinking and ability to deal with the
problem and situation. I will also consider and adopt fighting spirit in order to deal and control
my emotional breakdown.
BSBPEF502 - Page 18