Develop and Use Emotional Intelligence for Workplace Success

This document discusses the importance of maintaining a positive emotional climate within the workplace and how it can lead to better productivity and job satisfaction. It also provides tips on how to improve emotional intelligence and personal growth.

BSBLDR-501 Develop and Use Emotional Intelligence
Task 1
The survey should be completed in ten minutes
What is your role at BizOps
Enterprises
Mention five emotional
strengths of yours
Love learning new tasks, Open- Minded, Self-control, Creative,
Motivational
Mention five emotional
weaknesses of yours
Anger, Time-Management, Over-Talking, Straight-forward, taking
things personally
Mention two workplace
stressors affecting you
No appreciation, Lack of control
Mention two triggers capable
of initiating an emotional
response in workplace
Concerns relating to the job security,
Please rate yourself on each of the following behaviours with short supporting examples in support
of the response.
Demonstration of emotional
self-awareness and usage of
intuition for guiding team
decisions
Always Sometimes Rarely Never
Example: Valuing the decision
of team members, since
everyone differs in
presentation.
x
Demonstration of sound sense
of self-worth and confidence
in my role
Always Sometimes Rarely Never
Example: Quite confident
while doing something and
knowledge on capability to
perform.
x
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BSBLDR-501 Develop and Use Emotional Intelligence
Exercising control over
disruptive emotions and
impulses
Always Sometimes Rarely Never
Example: Control of
expression of wrongdoings.
X
Demonstration of honesty,
integrity and trustworthiness
Always Sometimes Rarely Never
Example: Being honest to the
customers and team members
make difference in you rather
than just lie.
X
Flexibility in adaptation to
situational changes
Always Sometimes Rarely Never
Example: Sometimes it’s not
easy to change very quick, I
understand change is a part of
the life which can at times be
challenging.
x
Driven to the improvement of
performance in order to meet
my inner standards of success
Always Sometimes Rarely Never
Example: Want to learn
something new to learn as it
develops personality.
x
Seizure of opportunities to
create better possibilities for
the organisation
Always Sometimes Rarely Never
Example: Always try my best
to work hard and increase the
sales and more opportunities.
x
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BSBLDR-501 Develop and Use Emotional Intelligence
See others positively and
expect the best of them
Always Sometimes Rarely Never
Example: I always try to stay
positive, I don’t like judging
people.
x
Sense the emotions of others,
understand their perspectives
and take active interest in
their concerns
Always Sometimes Rarely Never
Example: It’s good to
understand you own emotions
as well as of the others. You
should look in to their
concerns
x
Comfortable with people of
diverse backgrounds
Always Sometimes Rarely Never
Example: Yes, I love to explore
and talk with the people from
different countries. Love to
learn their culture.
x
Read the currents, decision
networks and detect crucial
social networks at the
organisational level
Always Sometimes Rarely Never
Example: Love to stay updated
in the society as you know
what is happening in the
world.
x
Nikhil Arora GT05382

BSBLDR-501 Develop and Use Emotional Intelligence
Foster a positive emotional
climate
Always Sometimes Rarely Never
Example: Try to help my
colleagues and being positive
always.
x
Guiding and motivating my
team with a compelling
vision and a sense of purpose
Always Sometimes Rarely Never
Example: I think if you know
something you should help
your team mates; it will help
your team achieving good
results.
x
Address my team in a way
that engages them
Always Sometimes Rarely Never
Example: You can achieve
the goal only by working as a
team, not everyone doing
their own work and not
sharing anything.
x
Cultivate others’ abilities
through feedback, guidance,
mentoring or coaching
Always Sometimes Rarely Never
Example: I love to get and
provide feedback to others, it
can help you improves and
also guidance, mentoring and
coaching can enhance the
level of confidence.
x
Initiate, manage and lead my
team in a new direction
Always Sometimes Rarely Never
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BSBLDR-501 Develop and Use Emotional Intelligence
Example: Sometimes if I feel
there is a need to change or
manage the team in to right
path.
x
Resolve disagreements by
including all parties,
understanding different
perspectives and finding a
common solution that meets
everyone’s needs
Always Sometimes Rarely Never
Example: It’s always better to
resolve the issues, everyone
working in same team so
there should not be any
conflicts.
x
Generate a friendly
atmosphere and model
respect and helpfulness
Always Sometimes Rarely Never
Example: I love being friendly
to everyone and helping my
work mates all the time
which makes me better
person.
x
My areas of improvement include: (Select up to three items)
Nothing needs to
improve
Managing stress
better Being friendlier
and more
approachable
Listening
better
Being more
efficient Understanding
the business
better
Completing
tasks on time Delegating
tasks more
often
Other (please
indicate)
Nikhil Arora GT05382

BSBLDR-501 Develop and Use Emotional Intelligence
Task 2
a.
Days Situation Trigger Emotional State Strategy
Day 1 Workplace fresher
having no friends
Friendships are
hard at the start of
job.
Feeling sad and
lonely.
Thoughts on ways to
start a conversation.
Tried speaking
to all and
introduced
myself.
Was treated in a
friendly manner.
Day 2 Faced a workload
and was given
certain tasks to
complete
Tried to finish all
the allocated tasks.
Deadline was
stressful.
Tried, searched and
managed in order to
get the task
completed within the
given schedule.
Sought help
from colleagues.
They helped me
with the best
method for the
completion of
the task.
Day 3 Racism was present
among some
colleagues and they
even tried to show
me down.
Avoided them but
spoke in a nice
manner.
Felt weird.
The culture is
unacceptable to me.
Took deep
breaths and tried
to talk to the
concerned
person in a
proper manner.
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BSBLDR-501 Develop and Use Emotional Intelligence
Explained more
about my own
self. I pointed
out that the
behavior was
unacceptable
and then they
felt remorseful.
Day 4 Fell sick badly.
Doctor prescribed
complete rest from
work and to
maintain distance
from people due to
the risk of infection
spread.
Felt unwell and
hesitant to talk to
manager.
Attempted to explain
the situation to the
manager. Dropped in
an email with my
manager and
contacted him in the
morning.
Resumed duties
after a day.
Provided the
required medical
certificates.
Provided the
proper
explanations as
to why it would
have been bad
for the
workplace as
well.
Day 5 A staff party was
organized in the
I did not want to
go as I knew very
Wanted to make
some new friends as
Attended the
lunch and found
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BSBLDR-501 Develop and Use Emotional Intelligence
afternoon.
Everybody was
invited for the
afternoon lunch.
few people. I felt
shy.
well as know my
other colleagues.
it to be good. All
the people were
helpful and
friendly.
b.
I feel that the management of the emotions at the workplace is extremely important since
it helps in the improvement of the personality of the human beings as well as helps in the
development of the person into a better person.
A person while at his workplace is expected to deliver to the best of his abilities leaving
behind all the various personal problems that the concerned person has been facing. The
involvement of the personal problems within the given professional lives of the concerned
person tends to hamper the professional lives of the person with the increase in the pressure on
the concerned employee. The employees are advised to maintain their cool and apply the
techniques that would help them in the management of the emotional responses.
The person might also be advised to take a deep breath and relax their minds. This is
known to help the concerned person to maintain his calm composure thereby avoiding the
conditions of the anger as well as the depressive nature that is often observed to be present
within the workplace. The major difference among the individuals lie in the attitude that is
demonstrated by the employees of the organization in dealing with the issues that they face in
their work. The 10-second rule is one of the mainly used techniques in the management of the
issues within the given organization. I had implemented the same which had helped me to deal
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BSBLDR-501 Develop and Use Emotional Intelligence
with the issues that I faced at office. The misunderstandings can be avoided by putting forth or
seeking a clarification rather than assuming things.
The best way to deal with the anger and stress is to attend the gym. This helps in
maintaining my health as well as keep the stress away from the workplace. A person should
always have a sound knowledge on the triggers that affect him. This would help in the
development of the individual as well as help him maintain a control over his reactions when he
is angry. The expression of anger within the given organization might lead to the development of
the worse situations within the workplace. I personally feel that one should treat his colleagues
with respect in order to gain respect from his colleagues as well.
c.
Colleagues Feedback
1. Kevin A person should spend a greater time in the societal gatherings and often visit
places with colleagues. This helps in building the confidence of the concerned
person. The person should let go of the negative comments that he receives
from others and move on considering them a part of their lives.
2. Martin An employee should avoid helping others on a regular basis as people tend to
take advantage of the person who assists them. You should converse with the
work manager about your job security as you have been employed for long
and have earned rights to have a part-time employment.
Nikhil Arora GT05382

BSBLDR-501 Develop and Use Emotional Intelligence
Task 3
a.
Days Situation Triggers Emotional
State
Strategy Alternative
Strategy
1. Late arrival
of colleague
All were present
at their desks so
inadequate.
Uncomfortable Attempted to
have a talk with
him and assured
him that it is a
commonplace
occurrence that
might take place
with anyone. I
encouraged him
and asked him to
leave early is that
was possible.
2. My manager
resolved a
client issue
in the
professional
manner.
It was motivating.
I felt happy about
the performance.
Satisfied Assisted the
client by
listening to their
issues and then
putting forth the
situation that was
best possible.
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BSBLDR-501 Develop and Use Emotional Intelligence
3. Maintenance
of good
employee
relations by
maintaining
a proper
conversation
and
greetings.
Efficiency in
training and the
flow of good
emotions.
Happy Attempting in the
development of
the cooperation
with the others
and helping the
clients of the
organization.
4. The new
employees
have been
facing issues
due to the
diversity in
the
workplace.
Conflicts have
been arising due
to the lack of the
diversity skills.
Unhappy Training
needed in the
fields of
workplace
diversity.
5. A colleague
was unable
to deliver
the task in
the given
timeline.
Severe lack in the
management
skills.
Unsatisfactory Training
should be
provided in
terms of the
skills of time
management.
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BSBLDR-501 Develop and Use Emotional Intelligence
b.
The person in discussion should always be open to the new knowledge that is being
gained from the other members around him. The person should also be observant of the
behaviors that are demonstrated by their colleagues as well as practice the activities which would
help them to gain a proper amount of experience in the field of work. The employees are also
asked to observe the ways in which the people around them tend to deal with the worse tasks and
situations as well as maintain the balance between their work and personal lives. I have
benefitted from the interactions with my colleagues and managers. They helped me to develop
the strength that is required for the development of the relationships with my colleagues as well
as the understanding that is required for the understanding of the emotional workings of the
people concerned.
I further developed an understanding of the fact that the work should always be delivered
on time in order to avoid the creation of a bad effect on the work performance. This might lead to
the embarrassment of the concerned person in front of the other colleagues of the organization.
There must be an understanding on the part of the concerned managers and colleagues in the
matters that deal with the late arrival of an employee. I also learned the ways for the tackling of
the issues that are presented by the clients of the organization. I have also learned the fact that
the maintenance of the calmness is necessary in order to deal with the client complaints. The
maintenance of the cordial relationship with the clients is necessary in order to maintain the
proper harmony within the given workplace. The employee should help their colleagues as they
would be the ones to help in the situations wherein the concerned person would require the help.
The goals that have been set can be achieved in a better manner by working together as a team.
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BSBLDR-501 Develop and Use Emotional Intelligence
I have gained knowledge on the fact that the extension of good behavior to the new
employees help in the extending a better impression on the minds of the new recruits regarding
the workplace culture that is followed by the people in the concerned business organization. this
helps in creating a positive image in the minds of the people concerned and helps them in the
development of the knowledge that is shared within the organization.
Task 4
1.
Anton is considered to be one of the freshers who is associated with BizOps for the last
three months. He has been living in Australia for the last 6 months despite facing issues. Anton
has been facing linguistic issues despite having the professional attitude towards the job role that
has been assigned to him. He is observed to lack the confidence while talking to others and is
extremely shy. He is often teased by his colleagues in a harmless manner. He should understand
that it is one of the ways of interacting with the people concerned. Anton is often observed to
take the light jokes of his colleagues in a serious manner and thus react to them. However, the
employee should make an attempt to overcome these with the help of the better strategies for
communication.
He is advised to communicate with the other employees on the facts that he feels that he
cannot understand. His performance at the workplace is actually being highly affected by these
issues. The presence of the cultural diversity has been barring him from adapting top the western
culture. The employee might be advised to discuss the issues with the senior management in
order to deal with the issues that he has been facing.
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BSBLDR-501 Develop and Use Emotional Intelligence
2.
Anton should make amendments to the reactions that he delivers to the comments of his
colleagues. The employee is known to demonstrate a greater amount of frustration and is
observed to be raising the voices in short intervals. The employees always demand to be treated
with equality and the fact that Anton is comparatively new to the area has been creating issues
for him. The situation faced by Anton is not the one that id desire by the employees of the
organization. he is advised to delve deep into the cultural factors that are followed within the
area and should consult with others in case he faces any issues. He should seek help from the
managers as well as the supervisors in case he is facing issues despite his tendency to solve the
issues. He should try not to be affected by the taunts that are thrown at him by his colleagues due
to the accent that he has been using. He is further advised to socialize with his colleagues in
order to attain the required level of comfort with his colleagues. Anton might also gain access to
the code of conduct followed by the organization as well as the articles that are available over the
internet in order to acclimatize with the workplace culture within the organization.
3.
Mentoring
Goals
Learning
Activity
Relevant
Legislation
Resources Timeframe Outcomes
Helping Anton
to respond to
the emotional
condition of the
peers and
assessment of
Anton should
maintain his
calm since he
is still a
fresher and
has to assist
Anti-
discriminatio
n policy.
Maintaining
the friendly
relations with
the colleagues
and
socializing
15th
February
He would
learn things
in somedays
and also
know the
colleagues.
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BSBLDR-501 Develop and Use Emotional Intelligence
emotional clues. the others in
understanding
the accent that
he uses.
Requiring
some training
like gestural
language.
with the
peers. He
should also
attempt
adapting to
the cultural
diversity
Improvement in
the ways of
speech even if
the person has a
great hold over
the English
language.
Anton might
be advised to
learn from the
conversation
with the other
colleagues,
reading
articles as
well as
hearing the
news.
Equal
Opportunity
Policy
Articles and
newspapers
that are
published
online.
Conversing
with the
colleagues in
order to adapt
the way of
speaking.
1st to 31st
January.
A good hold
over English
helps in
learning it
fast. The
vocabulary
and
pronunciatio
n skills can
be enhanced
through the
conversatio
n.
Anton should
be helped to
He should be
advised to
Anti-
discriminatio
The ability
should be
10th
February
Maintenanc
e of the
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BSBLDR-501 Develop and Use Emotional Intelligence
overcome the
linguistic
barriers by
assigning him
with easier
tasks and
flexible options.
maintain the
calm while
others make
fun of him.
This would
help him
improve. He
is advised to
use certain
techniques
and resources
in order to
deal with the
problems.
n policy. depicted
through the
concentration
on the
practiced and
spend more
time on the
areas wherein
they joke.
calm to
addressal of
the
colleagues.
This would
help in the
maintenance
of the
emotional
intelligence
rather than
making
others laugh
at the
person.
He should be
given the
opportunity of
expression. The
thoughts that he
shares should
also be taken
into
Anton should
be made
aware of the
organizational
culture. He
should be
given the
scope to
Code of
conduct and
diversity
policy.
Anton should
be allowed to
speak in
meetings and
conferences.
20th
December
Building a
higher level
of
confidence
through
public
speeches.
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BSBLDR-501 Develop and Use Emotional Intelligence
consideration. address an
audience.
He should be
made aware of
the effects of
the emotional
factors both on
himself as well
as the others.
He is advised
to take part in
the online
emotional
courses. This
would help in
the
controlling of
the emotional
factors with
the
implementatio
n of the
various
strategies
Anti-
discriminatio
n policy.
The
implementatio
n of the self-
reflective
surveys and
the other
online
resources in
order to
improve self-
understanding
.
15th
February
Help in the
gaining of
the better
knowledge
on the
emotions of
himself as
well as
those of
others. This
in turn
would make
him strong
as well.
Encouragement
and the self-
management of
emotions of
Anton.
Proper
identification
of strengths
and
weaknesses in
order to
Anti-
discriminatio
n policy.
Sharing
workplace
with others
and thereby
helping the
human
10th
February
Helping
other and
seeking help
from them
as well by
sharing the
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BSBLDR-501 Develop and Use Emotional Intelligence
exercise better
control.
resources. feelings as
well.
Task 5
Goal Learning
Activity
Resources Timeframe Outcomes
Communication
should be
culturally
sensitive due to
diversity in the
backgrounds.
The
communication
should be clear
and strictly
abide by the no-
discrimination
policies.
Organization of
the multi-
cultural
festivals and the
staff lunches.
This would
assist in the
adaptation of
the newer
methods of the
engagement and
the changes in
the demography
of the
diversification
of the needs of
Socialization
through the use of
the social media,
events and the
staff lunches.
One month Assistance in the
creation of the better
environment within
the company. This
would help in the
decreasing of the
issues among the
staff.
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BSBLDR-501 Develop and Use Emotional Intelligence
the employees.
Skills of
conflict
resolution –
Dealing with
the conflicts in
a calm manner
thereby
avoiding the
disagreements.
Differences
among the
employees on
the basis of the
difference in the
perspectives
and the values.
Training the
workforce
members in
order to deal
with the
conflicts as well
as enable the
validation of the
feelings of the
other employees
thereby leading
up to the best
solution.
Face-to-face
meetings and
online training
methods. Guiding
the employees in
the proper manner
thereby lowering
the conflict among
the employees of
the organization.
21st January Reduction of the
conflicts and
encouraging the
maintenance of the
calmness among the
employees of the
organization.
Proper
management of
Avoiding the
worse situation
Provide job
security to the
20th
January
Providing assurance
to the employees on
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BSBLDR-501 Develop and Use Emotional Intelligence
the emotional
triggers.
Reflecting on
the process and
the actions that
need to be done.
as well as
gaining
knowledge from
the activity.
Maintenance of
the job security
of the
employees as
well.
employees with
the discussion on
the management
of the emotional
triggers.
the job security as
well as help them to
deal with the
emotional triggers.
Management
and the
understanding
of the emotions
of both self and
colleagues.
Fill up the
survey forms on
self-reflection
and the proper
assessment of
the emotional
factors. Seeking
proper feedback
from the
colleagues.
Survey forms 15th
January
Develop
understanding of the
emotions of the
employees as well as
of their colleagues.
Increment of the
outcomes of the
organization
through the
Positive
engagement of
the employees
should be
Utilization of the
proper skills for
communication in
an efficient
20th
December
Major focus on the
strengths of the
employees would
ease the
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BSBLDR-501 Develop and Use Emotional Intelligence
utilization of the
personal
strengths of
employees.
encouraged by
the employee.
manner by
publishing an
online list.
organizational
operations.
Task 6
Introduction
The maintenance of the emotional intelligence among the employee is one of the most
important factors for BizOps. The emotional intelligence generally finds a basis on the
improvement of the employees on the development of their skills. This would help in the
creation of the scope for all the employees who might seek assistance. This leads to the growth
of the team even during the critical times. The growth rate of a team is directly proportional to
the emotional intelligence level of the team. The team members are capable of effective and
efficient operation whenever they are aware of the situations. The business might maximize their
operations with the help of the staff who are emotionally intelligent.
Body
The improvement of the organizational growth, internal communication, organizational
leadership, client satisfaction and the productivity might be achieved through the cultural
competency, inclusion and the diversity. The managers should be advised to look into the issues
that are relevant in the identification of the cultural expressions of the emotions and thereafter
put forth the utilization of the same in response to the emotional indication of the workforce
diversity.
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BSBLDR-501 Develop and Use Emotional Intelligence
The building of the positive external and internal relationships with the help of the
emotional intelligence holds a greater amount of importance for the organization. This is majorly
dependent on the reaction of an employee to the colleagues who belong to the diversified cultural
backgrounds. An employee must put forth the proper understanding of the emotions of the
colleagues and treat them in a proper manner. This helps in developing the positive thoughts of
the concerned employees in a proper manner.
The manager of the organization should put forth the examination of the cultural biases
and implement the activities that help the smooth operations within the organization without
hurting the feelings of any employee. The manager has to organize an event keeping in mind the
demands and the preferences of all the employees of the organization. The manager should be
understanding of the cultural differences that is maintained by the employees within the
diversified workforce.
A manager should develop an effective interpersonal communication style in order to
extend the required amount of help to the various members within the workforce. This will help
in the maintenance of the proper intercultural communication as well. The proper tailoring of the
activities within the organization helps in the maintenance of the personal communication in the
professional environment as well. The proper communication within the workplace would help
in the proper spread of the information among the organizational workforce.
The emotions of the employees of the organization can be immediate or even anticipated.
The implementation of the social awareness within the organization is known to have been
easing the anticipation in the matters of the emotions that are demonstrated by the employees
after the implementation of the decision. It is highly possible that the concerned employee would
associate the loss or the gains on his part due to the decision or put forth a comparison of the
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BSBLDR-501 Develop and Use Emotional Intelligence
possible outcomes with the outcomes that could take place rather than the current outcomes of
the same.
The employers of the organization are advised to shed more light on the utilization of the
strengths of the organizational workforce in order to achieve the goals that are set by the
concerned workforce. The strengths of the employees of the organization would help in the
enhancement of the skills of the organizational workforce and in turn put forth the positive
results in the development of the organizational productivity.
Conclusion
The managers and the leaders of the organization might put forth a proper achievement of
the results through the proper understanding of the employees of the organization. The managers
are expected to develop a proper understanding of the employees of the organization in order to
assign them with the proper tasks. The emotional intelligence of the manager is extremely
important in the matters that help in the determination of the leadership abilities that should be
demonstrated within the organization. It is generally noted that the people find it extremely
difficult to deal with the understanding of the emotional states that are faced by others and
thereby find the response to be difficult. The people who are capable of the proper understanding
of the emotions of others tend to have the capability of transforming the organization in a better
manner.
The people within the organization who demonstrate a proper knowledge of the
emotional intelligence tend to be more successful in their lives. They tend to demonstrate a
proper management of their work life as well as their personal lives and thereby live a balanced
life.
Nikhil Arora GT05382