Develop and Use Emotional Intelligence - Desklib

This article discusses the best ways to respond to difficult behavior, the principles of emotional intelligence, and effective communication strategies. It also covers learning styles, personality types, and how to adjust responses to meet the needs of others.

Develop and use emotional intelligence

Table of Contents
Task 1...............................................................................................................................................3
Scenario 1........................................................................................................................................3
Best way to respond to Jack's behavior........................................................................................3
The process by which I can serve as a role model and shows positive leadership......................3
The principle of emotional intelligence.......................................................................................3
In the case of Jack's position, the process by which I would have acted and communicated......4
Possible impacts of Jack's behavior on staff performance...........................................................4
Scenario 2........................................................................................................................................4
Examples of Possible Misinterpretation of colleague's behavior.................................................4
Response to Mike in regards to Cultural Misinterpretation.........................................................4
Cultural Awareness in the Team..................................................................................................5
Four Effective Communication Strategies...................................................................................5
Scenario 1........................................................................................................................................5
The ways to control my emotions................................................................................................5
The ways to identify Bill’s feeling...............................................................................................6
Examples of learning styles; personality types; and communication styles................................6
The best learning style and personality type suitable for Bill......................................................8
The communication style that I would use to communicate with Bill regarding my response...8
The process to adjust my responses to Bill so that my needs are satisfied..................................8
The process to adjust my responses so that Bill’s needs are satisfied.........................................8
Scenario 2:.......................................................................................................................................8
Negative impact on business due to emotionally affected staff...................................................8
Emotional impact upon a company's productivity and decision-making ability.........................8
1

Steps for making decisions by the impact of emotions................................................................9
Required policies and legislation for the given situation.............................................................9
WHS as a crucial legislation......................................................................................................10
Task 3.............................................................................................................................................10
Describing the personal situation, performances, and obstacles to the performance of Mark...10
The feeling of Mark related to job satisfaction, job security and cohesiveness feelings...........10
Model emotional intelligence.....................................................................................................10
Strength and weaknesses of Mark..............................................................................................11
Goals and performance gaps of Mark........................................................................................11
Future options and strategies......................................................................................................11
References......................................................................................................................................13
2

Task 1
Scenario 1
Best way to respond to Jack's behavior
As an effective management people, I would use my emotional intelligence to respond to the
behavior of Jack the store head. The individuals like Jack have less emotional intelligence and
they are simply stirring up everything and do not know about the requirements of his/her
colleagues and subordinates and unconsciously become cruel to them. The best way to deal with
this type of person initially agrees with the person (Ananthan et al., 2010). Hence, firstly I will
agree with Jack and praise him for his decision, but afterward, I will try to explain to him the
harsh consequence of his decisions for the company and him. As a store head, Jack is responsible
for the performance of the store and he definitely does not want that the level of performance of
the store will be deteriorating. Hence, he positively hears my suggestion when I tell him that
some of the high performing employees are planning to leave the organization. Moreover, if they
leave, the performance of the store may affect, then Jack's performance will also be hampered.
Hence, I think jack certainly responses according to my advice.
The process by which I can serve as a role model and shows positive leadership
In order to show positive leadership to my team and serve as a role model to the team firstly, I
have to analysis my own strengths and weaknesses and SWOT analysis may help in this matter.
The self-reflection helps me in setting exact standards for myself.
For serving as a role model to the employees who work under me, I have to set a model
behaviour for myself and honesty, trustworthy, integrity, fairness, consistency, dependability,
strength, skills, capability, compassion, pragmatism, positive attitude etc. are the characteristics
that help me in becoming the role model for subordinates (Burns, 2012).
The positive attitude, earning trust, showing integrity, leading and inspiring the employees,
knowledge about the strengths and weaknesses of the employees helps me in becoming a
positive leader and supporting and encouraging the employees I can show positive leadership to
my colleagues.
3

The principle of emotional intelligence
The five key principles of emotional intelligence are:
Self-awareness: Self-awareness is the capability of an individual for understanding his/her own
emotions at the time of their rising.
Self-control: Once the individual can be able to identify his/her own emotion then the individual
must be able to control his/her emotion. The ability to control the emotion and manage to stay
calm in a critical situation is a vital aspect of emotional intelligence.
Empathy: Being empathetic indicate the capacity of perceiving others point of views and
responding naturally to others feelings. It helps in developing nurturing the relationship with
others (Alessandra, 2006).
Conflict management: The Conflicts are common in the world and managing the conflicts is one
of the key aspects of emotional intelligence.
In the case of Jack's position, the process by which I would have acted and communicated
In case I was in the position of Jack, I would analyze the whole situation and discuss with my
colleges and subordinates about the situation and try to find a way out. In this matter, I consult
with the top performers of the company along with the low performers to understand the issues. I
also analyze the strategies of local companies and try to develop more effective strategies that
help me in improving the performance of my store.
Possible impacts of Jack's behavior on staff performance
The behavior of Jack would have significant adverse impacts on the employees and their
performance. The employees may dishearten and lose their interest in the company. In addition
to, they may plan to change the company and that affect their performance. The top performer
would be demotivated to deliver a high level of performance as after delivering the highest
performance they get a rebuke. That impedes their performances (BARRACLOUGH, 2016).
4

Scenario 2
Examples of Possible Misinterpretation of colleague's behavior
The possible misinterpretations of colleague's behavior identified in this case study are provided
in the form of following points:-
 Rubbing the People in the wrong way
 Neither involved in any occasions nor involved normally
The above two examples identified are depicted in the development of the diverse work
environment which is identified in this study. It is indicating the inappropriate interpretation of
the expressions with the colleagues present in the work environment and also it is found to be
leading to the development of the diverse work environment (Bowkett, 2007).
Response to Mike in regards to Cultural Misinterpretation
In response to the Mike, I would like to indicate that the statement provided by the Mike against
Ana should not be made in front of the other team members. It will create a negative impression
on Ana and also he is found to be negatively influencing the other team members against Ana.
This justification provided by me is depicted to be indicating the cultural misinterpretation of the
activities (Ananthan et al., 2010).
Cultural Awareness in the Team
The four ways by which the cultural awareness in the team can be developed are depicted to be
identified in the following ways:-
 Influencing the cultural perspective of the Team for the purpose of removing the
misunderstandings against the team members.
 Company Morale must be implemented for the purpose of developing cultural awareness.
 Policies related to the cultural awareness must be implemented for the purpose of making
growth in the activities (Gaston, 2005).
 Potential legal ramifications are essential for the purpose of removing the formation of
the legal issues.
5

Four Effective Communication Strategies
The four effective communication strategies for the purpose of avoiding the misunderstandings
are depicted to be provided in the following points:-
 Keeping an open mind which will enable to remove the communication barriers.
 Least knowledge must be gained related to the people’s cultural background.
 Practicing the active listening processes and maintaining a personal touch.
 Watching the ways of carrying out the non-verbal communication processes (Campling,
2008).
Task 2
Scenario 1
The ways to control my emotions
As a responsible operation manager within the organization, I need to be aware of the facts that
there are no places for emotions in business and at the same time the emotions play a pivotal role
for the team members to achieve their business goals. Hence, my first priority is to control my
own emotions through self-awareness and self-regulation that motivates the mind to pursue the
best possible ways that do not tend to violate the decency as well as the responsibility as an
operational manager (Dr. R. Akila & Dr. N. Thangavel, 2011). I would rather focus on the skills
that Bill inherits to deliver his best outputs for the organization and increase the understanding
nature to identify the root of the issue so that it can be mitigated without any damage. Moreover,
my intention will be for the team as well as for the company so that my emotions are not drained
in unnecessary chaos.
The ways to identify Bill’s feeling
To identify what Bill is feeling, I need to communicate with him in such a manner so that he
feels me as his friend apart from the work priorities for some time so that he can share his
feelings with me. Along with that, I need to observe his behaviors and actions that speak a lot
than the words. The observation for his gestures as well as his throw of speech will also be
helpful for me to prove his mental status that illustrates his self-awareness, self-regulation,
6

motivation, social skills, and empathy that he inherits. However, a healthy communication with
Bill is one of the best possible ways to identify his feelings.
Examples of learning styles; personality types; and communication styles
 Learning styles
1. Visual learning style
Visual learning style is based on the visual capabilities of any person that allows them to learn
from what they see and visualize with their own eyes.
2. Auditory learning style
Auditory learning style is based on the hearing capabilities of any person that allows the person
to learn through listening something (Giuliani & Kurson, 2007).
3. Kinesthetic learning style
Kinaesthetic learning style is based on the touching and doing capabilities that allows the person
to feel the things by touching them and learn from the activities done by them.
4. Reflective style of learning from past experiences
This style of learning is based on the past experiences that allow the person to look over their
previous acts including the activities already done and learn from them.
 Personality types
1. Openness
Openness is also considered as “openness to experience”. A high openness allows a person to
enjoy adventures, appreciate art and imagining new ideas whereas low openness seems like just
to the opposite of high openness.
2. Conscientiousness
Conscientiousness is a type of personality that has an organized manner and a strong sensibility
of duty. People having such a personality type are disciplined, dependable and achievement
focused (Goleman, 2011).
7

3. Agreeableness
Agreeableness is a kind of personality that shows the person's kindness and warmth of
compassion. Persons having such a personality type are helpful, cooperating, trusting and more
compassionate.
4. Neuroticism
Neuroticism is a type of personality that people with high neuroticism are more worried about
everything, anxious and obsessed over certain kind of issues. On the contrary, people with low
neuroticism are more stable emotionally.
 Communication styles
1. Assertive
Assertive communication style is the most effective communication style having the confidence
to communicate without any sort of games and manipulation. Surprisingly, people use this style
less as they do not follow the inherited ethics and principles with an open heart.
2. Aggressive
The aggressive communication style is all about winning on the expenses of others based on self-
needs of the persons which is most important to them. This type of communication inherits the
attributes like threatening, frightening and much loud (Goleman, 2010).
3. Submissive
The submissive style of communication is all about avoiding conflicts and pleasing others.
Persons having such communicating style are apologetic, feel like a victim and make postures as
small with their head down.
4. Manipulative
The manipulative style of communication is all about scheming and calculations and the persons
having such styles are more influencing to others for their own advantages. They are more
cunning and use artificial tears to manipulate others emotionally.
8

The best learning style and personality type suitable for Bill
According to my perspective, the best learning style is the "Reflective style of learning from past
experiences" that is suitable for Bill. Along with that, the "Assertive" personality type is best
suitable for Bill.
The communication style that I would use to communicate with Bill regarding my response
I would use the “Conscientiousness” type of communication to communicate with Bill regarding
my response.
The process to adjust my responses to Bill so that my needs are satisfied
The needs of every person are different from each other whether that is emotional, physical,
financial, spiritual or any other sort of needs. However, my focus is on both the emotional need
as well as the cohesiveness of the team in such a manner so that both of my focus is satisfied
enough along with the solution to the concern with Bills issues avoiding the frustration. The
evaluation of the requirements is done through the visions and aspirations that matters the most
(Hughes, 2010).
The process to adjust my responses so that Bill’s needs are satisfied
As one of the prior concern of the organization as well as the team, my responses are towards the
benefits of both Billy and the organization. My response to Billy is to give him a bit of time to
get out the suffocation for what he is not much enthusiasm for the events and communication
with other team members. I would throw a compassionate approach to him to share his feelings
with me even would give him some more counseling sessions to resolve the issues with his team
members.
Scenario 2:
Negative impact on business due to emotionally affected staff
The inappropriate behavior of Jack towards his subordinate leads to a reduction of job
satisfaction among the employees and could also lead to employee turnover. This would affect
the productivity of the business and hence the profitability of the company would be
compromised. The employees face a high level of stress from the unhealthy work environment
and thus employee could not concentrate on expanding the sales of the business.
9

Emotional impact upon a company's productivity and decision-making ability
The emotional impact of individuals in decision making could direct towards the better
performance of business and decision making. Emotional intelligence is considered as the
powerful predictor for the successful business. Feeling of fear, irritation or sadness could
contribute to high motivation and broaden the selection of alternative means (Matthews et al.,
2012).
Steps for making decisions by the impact of emotions
The steps that should be considered while making decisions :
i. Need to narrow down the focus as individuals while being emotional often misses vital
facts.
ii. Fall in substantiation biasness as individual develop a belief about any situation or task
and after that try to seek out knowledge which fulfills their belief.
iii. Getting trapped in emotion for short duration as individuals get very much connected
to the decisions they make and put efforts for getting detached.
iv. Guilty for being overconfidence as individuals generally jump on the conclusions
without attaining the required information which is crucial for making decisions.
Required policies and legislation for the given situation
The various policies and legislation in the given case study were as following:
i. Equal opportunities: it is the right which is to take care of without discriminating between
the workers. Equal opportunities must be provided to all the employees so it does not give rise to
any grievances.
ii. Anti-discrimination: discrimination among the individuals based upon the gender,
disability, mental illness, race, age, and religion is prohibited under this policy. The manager is
not allowed to discriminate or bias with their subordinates.
iii. Privacy law: within this law, the management handles the personal information of the
individuals. The personal information of the individual ought to be handled with care and should
10

be kept confidentially where the people who do not have the right could not access the
information.
iv. Ethical principles: This is concerned with the appropriate behavioral aspect towards the
workers of the organization. Ethical behavior is being put the main emphasis on the right conduct
of the manager with its workers.
v. WHS legislation: This law looks after the well being and safety of the individual in the
business. Worker's safety and health is the foremost task of this policy where any effect on the
mental health would lead to consequences which have to be faced by the employer (Wilding,
2017).
vi. Protection from harassment policy: It is specifically concerned with the harassment
which is not to be tolerated during work.
WHS as a crucial legislation
WHS legislation is considered as the most significant one in this case study as the manager
namely Jack has an inappropriate behavior with their subordinate due to a high degree of
pressure for increasing the revenue of the organization. Thus this leads to unsatisfactory behavior
of the employees which is affecting their productivity and causing mental health issues like,
stress. This act is crucial as the work environment in VTI Electronics is not satisfactory as well
as unhealthy. The inappropriate working environment of the organization leads to employee's
turnover, absenteeism, early retirement, presenteeism and workers' compensation that are the
chief factors which obstructing the productivity of the company.
Task 3
Describing the personal situation, performances, and obstacles to the performance of Mark
Mark is facing the problem that has led to the decrease in the overall team performance. The
team has stopped depending on his expertise when it comes to helping to serve the customers.
The situation has led to the development of negative work culture. The new employees are
feeling disrespected and disliked. They feel that the organization does not possess the values of
teamwork. The newer employees are feeling hesitant on depending on skilled staff, seniors and
doubt even their own capabilities. The situation has imposed a significant impact on the sales
11

performance of the team and other metrics. Mark is facing problem due to the lack of self-
awareness (Burns, 2012). Mark does not know his own strengths and weaknesses. He is not able
to manage the situation with the application of his knowledge and skills. Mark is not performing
well because he is not using its strengths and managing its weaknesses. Mark is not able to
achieve the target of revenue generating from the efforts of others and peer evaluation. The
employees are also not provided with adequate training and other social sessions, personal and
professional development and evaluation of the overall performance. The results depict that
Mark is not effectively managing the processes appropriately.
The feeling of Mark related to job satisfaction, job security and cohesiveness feelings
Mark is not able to manage the employees in an appropriate manner. The team members are not
able to establish a social relationship and they are also not satisfied with their job. The new
employees are happy and they do not get value while working in a team. The team members are
not feeling secure about their jobs. Mark feels that he is not effective in managing the team
which leads to dissatisfaction among them.
Model emotional intelligence
The leaders should have the empathy which is considered to be significant in managing a team
successfully. The leader with empathy possesses the capability to put themselves in the situation
of someone else. The leaders assist to develop a team, provide feedback, listen to others and
challenges people who unfairly act. The leaders with empathy take into account the feelings of
others while making a decision.
Learning can assist in the development of knowledge and skills. The training and development
programme can be helpful in learning new things. The cognitive learning can enable to
understand and provide assistance to other people. It also enables to develop relationships and
connections. The emotional learning consists of the ways of acting and thinking that are more
central to the identity of an individual. The learning can assist in the development of effective
knowledge and skills (Arslan & Iseri, 2018).
Strength and weaknesses of Mark
The strengths of Mark are as follows:
 Mark has the ability to generate sales revenues.
12

 Mark has the ability to manage the needs of the customers.
 Mark has the ability to enhance his leadership knowledge and skills.
The weaknesses of Mark are as follows:
 Mark is failing in managing the employees. It can be improved by getting training which
will help to direct him to manage the employees.
 Mark is not aware of his abilities which also can be achieved with appropriate guidance
and training.
Goals and performance gaps of Mark
FUEL model
Frame the situation: The situation depicts Mark is facing problem in managing the employees.
The lack of skills is being depicted in the following case.
Understand the current state: Mark is not aware of his skills and knowledge which is a major
barrier for him. Mark is effectively using its leadership skills which lead to inappropriate
management of the employees.
Explore opportunities: Mark can enhance his knowledge and skills with the help of appropriate
guidance. Mark can manage the situation and employees in future (Cartwright, 2017).
Layout success plan: The plan considers the self-awareness and training programme. It will assist
Mark to overcome his weaknesses.
Future options and strategies
Mark need appropriate guidance and training in order to manage the situation. It will assist to
achieve the goals in the future. The management of all the processes and capabilities will lead to
success in the future.
13

References
Alessandra, A. (2006) Emotional Intelligence, [Place of publication not identified], Team
Publications & Worldwide Center for Organizational Development.
Ananthan, B., Appannaiah, H. and Reddy, P. (2010) Business Management, New Delhi,
Himalaya Pub. House.
Arslan, S. and Iseri, I. (2018) Social-emotional learning and emotional intelligence: the
predicting role of emotional intelligence, International Journal Of Happiness And Development,
vol. 4, no. 2, p. 113.
BARRACLOUGH, S. (2016) LEADERSHIP, [S.l.], HEINEMANN FIRST LIBRARY.
Bowkett, S. (2007) Emotional Intelligence, London, Network Continuum Education.
Burns, J. (2012) Leadership, New York, NY, Open Road Integrated Media.
Campling, J. (2008) Management, Milton, Qld., John Wiley & Sons Australia.
Cartwright, A. (2017) Emotional Intelligence, Abingdon, Oxon, UNKNOWN, Taylor, and
Francis.
Dr. R. Akila, D., and Dr. N. Thangavel, D. (2011) Team Leader's Emotional Intelligence
Competencies and Team's Emotional Intelligence Norms, Indian Journal Of Applied Research,
vol. 3, no. 3, pp. 211-213.
Gaston, J. (2005) Cultural Awareness Teaching Techniques, Brattleboro, Vt., Pro Lingua
Associates.
Giuliani, R. and Kurson, K. (2007) Leadership, New York, Miramax Books.
Goleman, D. (2010) Working With Emotional Intelligence, [Concordville, Pa.], Soundview
Executive Book Summaries.
Goleman, D. (2011) The Brain And Emotional Intelligence, Northampton, MA, More Than
Sound.
14

Hughes, J. (2010) Emotional Intelligence: Elias, Foucault, and the Reflexive Emotional
Self, Foucault Studies, no. 8, p. 28.
Matthews, G., Zeidner, M., and Roberts, R. (2012) Emotional Intelligence 101, New York,
Springer Pub.
Wilding, C. (2017) Emotional Intelligence, London, Hodder & Stoughton.
15