Emotional Intelligence and Conflict Resolution

This assignment delves into the concept of Emotional Intelligence (EI), which refers to the ability to recognize and understand one's own emotions and those of others. The importance of EI is highlighted in conflict resolution, as it enables individuals to manage their emotions and respond effectively to challenging situations. The role of self-awareness, non-verbal communication, and safe work environments is also explored, demonstrating how these factors contribute to a positive work environment and effective conflict management.

Emotional Intelligence

Table of Contents
INTRODUCTION ..........................................................................................................................3
ASSESSMENT TASK 1 ...............................................................................................................3
Question 1...............................................................................................................................3
Question 2 ..............................................................................................................................4
Question 3 ..............................................................................................................................4
Question 4 ..............................................................................................................................4
Question 5...............................................................................................................................5
Question 6...............................................................................................................................6
Question 7...............................................................................................................................7
Question 8..............................................................................................................................7
Question 10 ............................................................................................................................7
Question 11 ............................................................................................................................8
Question 12 ............................................................................................................................9
Question 13.............................................................................................................................9
ASSESSMENT TASK 2 ..............................................................................................................11
Question 1 ............................................................................................................................11
Question 2 ............................................................................................................................11
Question 3 ............................................................................................................................12
CONCLUSION .............................................................................................................................13
REFERENCES .............................................................................................................................15

INTRODUCTION
Emotional intelligence is the ability of the person to handle one's emotion. It assist in
maintaining interpersonal relationship with the others. This assignment will provide information
regarding emotion at home or work and they way to handle those emotions.
ASSESSMENT TASK 1
Question 1
a. Description of emotion
There are different types of emotions which are felt by the individual during different
situation which consist of face expression, communication, movement of hands. Moreover, the
emotions consist of aggressiveness, happiness, sad, surprised etc. the emotions come from the
situation, thoughts etc. Moreover, the emotions come from the subconscious mind and the
feeling which come from the thoughts and surroundings (Petrides and et.al., 2016). The
different emotions happens fro different reasons such as sadness is an emotions which can be
handled by providing emotional support from the person due to which the person is sad.
b. Impact of mood on work performance
The mood of the person have a great impact on the individual performance because of
the person is in the bad mood it will become frustrated and will not able to to perform its work
properly. whereas if the person is in good mood then the work performance will be hampered
(Sánchez-Álvarez, Extremera and Fernández-Berrocal,2016). Moreover, if the person is in bad
mood its will be frustrated at its team and thus it will bring the stress level for the team members.
c. Managing emotions at workplace
The different ways for managing emotions consist of :
 recognition of emotion at early stage before they feel out of control.
 Expressing emotion in appropriate ways
 seek support from the employees of the company
 Building emotional resilience

Question 2
a. In this situation the individual will be stressed down and will be frustrated and thus the health
of the people will be affected. Thus the person is required to be strong enough to face the
situation. It is required to communicate with the seniors.
b. In the situation the individual will be in stress and thus it is require that the individual should
talk with its team members to support during that period to complete the project on time.
c. This situation will create a dilemma for the individual as it will affect its current project. In
this situation the individual is required to communicate with its work colleague to support in the
current project for becoming involved in the other project (Mayer, Caruso and Salovey, 2016).
d. The person will be angry and will affect its work performance thus it is require to
communicate with each other for solving the problem.
e. It will leads to frustration and stress and thus in this situation, the individual is required to gain
knowledge by increasing communication with the employees and build interpersonal
relationship.
f. It is required to build the communication for public speaking in order to reduce the
nervousness.
Question 3
Emotional triggers positive response negative response
To be controlled acceptance and
acknowledgement
frustration
order acceptance Withdrawal
safety Self- control over- sensitivity
new challenges Excitement anxiety or nervousness
needed positive change to behaviour Inappropriate behaviour
To be respected continuous improvement Disappointment
Question 4
a. Three ways to request feedback
 feedback from colleagues

 Feedback from seniors
 feedback from customers
b. At workplace The feedback received was I was rude to the team members due to the excess
workload. I felt angry and disappointed but I tried to disguise my real feelings and irritated with
myself. I made an apology to the team members for the rude behaviour (Serrat, 2017).
c. Self - reflection assist in identifying the strength and weakness which help in developing the
emotional intelligence. Moreover, it assist in controlling the emotions and communication those
emotions with the others.
Question 5
a.
Thoughts or beliefs Often Sometimes Never
Needing approval:
‘Everyone I work with
must approve of me at
all times’
Marking Mistakes: ‘I
must be perfect and
never make mistakes’
Changing others: ‘ I
have an obligation to
change others who act
unfairly’
Anxiety: ‘If something
seems intimidating or
dangerous, i can’t stop
thinking about it and
become anxious’
Avoidance: ‘It’s easier
to avoid confrontation
than say how i really

feel’
Unrealistic
expectations: ‘People
should perform better
than they do and I
must fix them or do
their job for them’
Competition: ‘My
worth can only be
measured in
competitive situations’
Negativity: ‘Certain
aspects of my role are
negative by nature’
b. Due to lack of eye contact with the co- worker during the face to face interaction will make
the co- worker feel disappointed and sad which will affect its emotions and its work will be
hampered.
c. Empathy and social awareness in workplace is displayed through recognition and
understanding of behaviour and emotions of others.
Question 6
a. three ways employees could demonstrate flexibility and adaptability
 Vocabulary : it means the words used must be understood by others
 Time : Adopting empathic approach
 solutions : providing creative solutions for the problems
b. Three ways manager could support employees
 managing workload
 Holidays and time off
 wages
c. flexible work practices

 customized working hours
 vacation time off
 Job sharing
Question 7
a. Emotional intelligent leadership styles
 Visionary leadership
 Democratic leadership
 Coaching leadership
 The pace -setting leadership
 Commanding leader
 Affiliative leader
b.
 Through interacting with the other people (LIEVENS and Chan, 2017).
 Improving listening skills
 Identifying the emotional state of other people.
Question 8
a.
 With the help of expressing the emotion of the employees it will reduce the anxiety level
by communicating with each other.
 team productivity will increase
 Increase the morale of the employees
b. creating emotionally healthy work environment
With the help of training session the manager is able to create a healthy work
environment where it can provide training regarding self development ( PCarson, Carson and
Birkenmeier, 2016).
c. Conflict resolution
Conflict can be resolved through use of conflict resolution skills which consist of
 relive stress
 recognize and manage the emotions (Ang and Van Dyne,2015)
 Communications

Question 10
Skill Very well To some extent Not at all
Identifying with the
team
Staying motivated
towards achieving
team goals
Practising emotional
awareness and
empathy
Communicating
positively and
effectively
Developing
appropriate stress
tolerance levels
Resolving conflict
effectively
Maintaining a positive
mood.
Question 11
a. Ways to alleviate personal stress at workplace
The stress at workplace can be reduced through the following ways :
 talk to supervisor and colleagues
 calm and reasonable under pressure
 Self control
b. Three common workplace triggers

 Poor leadership
 Workload
 Conflicts
c. four principles of emotional intelligence
 Self awareness : It is the ability to recognise the own emotion, behaviour etc.
 Self - control : It is the ability to manage the emotions with calmness. It means being able
to adapt behaviour.
 Conflict management : It is the ability to get away from the conflict. the collaborative
approach to management involves the team in decision making and resolution.
 Empathy : it means recognising and understanding the emotions of others.
Question 12
a. Three possible consequences of Pierre not learning to manage his emotions in the
workplace
 Frustration
 lack of concentration
 Anxiety or nervousness
b. Three possible workplace stressors
 Time management and schedules
 Dealing with conflicts such as angry customers
 lack of understanding
c. Two ways to model behaviour
Frustration :
 It is important to deal with frustration as it can lead to aggression
 firstly, it is important to evaluate the situation
 finding an opportunity for the positives
 identifying the previous incident that frustrated the person and the way it dealt with it. If the matter cannot be resolved try to forget by diverting the mind
Anxiety /nervousness
 Deep breathing exercises helps in reducing the anxiety and nervousness.
 Look for ways to improve the situation

Question 13
a. Impact of Thomas behaviour and emotions on others in a workplace
The behaviour of Thomas affect the other emotions as it leads to frustration among the
co- workers and they will not be able to concentrate on their work. It is important to have a self-
control while dealing with others in the workplace.
b. Three emotionally intelligent management practices
 Acceptance and acknowledgement of the problem
 Self - control
 Positive change to behaviour
c. Three ways to develop self- management skills
 Self - control
 calm and reasonable under the pressure
 Empathy

ASSESSMENT TASK 2
Question 1
Own emotional intelligence competencies
Emotional intelligence is the ability to understand or recognise the own emotions and
feelings and manage the own behaviour in order to make the balanced decision. The emotional
intelligence competencies consist of personal and social awareness.
Personal competencies social competencies
self awareness : It is the ability to understand
the own emotion and behaviour. I have
effective self awareness skills because I
respond to the problems with calmness by
understanding the situation.
Empathy : It is the ability to recognise the
emotion of others. I am able to understand the
emotions and feeling of others
Self - management : I have the ability to
adapt the behaviour of others on the basis of
the situations and to maintain self - control.
Conflict - management : With the help of
effective leadership and management skills I
am able to manage the conflicts arising in the
workplace
Strength Weakness
 Honesty and integrity  defeated quickly
 Open - mindedness  subjectivity
Question 2
Mentoring plan
Responding to emotional states
There are two ways to respond to the emotional states of the co- workers which consist of
positive and negative responses. the emotional cues are the signs which indicate the emotional
state of an individual. This emotional cues consist of facial expression, Body movement and tone
of voice. With the help of this emotional cues Anton is able to identify the emotional state of its
co- workers such as aggressive, frustrated, nervous, depressed, happy etc.

The cultural expression of emotions
The following are the different expression which are culturally accepted :
 happiness
 Surprise
 Disgust
 sadness
 Anger
 fear
Select and offer flexible work practices
In order to reduce the language and cultural barriers it is important to treat the others as
individuals and it will provide them the felling of being valued. Anton by using the vocabulary,
Tone , solutions, time etc. is able to provide the flexible work environment.
Opportunities that can help in expressing the thoughts and feelings on regular basis
 Training sessions : By conducting the training session in which the Anton will be able to
express its thoughts and feeling. It assist in the personal development of the employees
which assist in improving their work performance, job satisfaction etc.
 Developing self- awareness : To provide the employees to keep the daily journal in
which they are able to reflect upon their emotions and feeling for the day.
 One to one meetings : It means providing the employees to have conversation in which
they are able to disclose their concerns.
Identifying the effect of their behaviour and emotions on others
The emotions and behaviour of Anton have their significant impact on the others because
it will affect their feeling and thoughts and the co- workers will not be able to perform their job
in the effective and efficient manner. it is important to take the feedback from others in order to
gain the perspective of impact of emotions and behaviour on others.
Encourage Anton to self - manage his emotions
Restorative justice is actually an approach through which the damage caused can be
repaired. resolution assist in solving the problem. The restorative meetings take place when
somebody or group of people has caused harm to another person.

Question 3
With the help of emotionally intelligent management practices which assist in providing
the safe and positive work environment to the employees. By adopting the culturally intelligent
communication behaviour through using the vocabulary and tone which is being understood by
the people belonging from the different cultures. The language barriers can be resolved through
using the communication method which is being understandable by the different group of
culturally diverse people. the conflict resolution skills helps in managing the emotions and
develop self - control while dealing with others. It consist of recognizing and managing the
emotions, improving non- verbal communication skills etc. Moreover, By providing flexible
work practices such as flexible working hours, vacation on time etc provide motivation and
encouragement to the employees. Encouraging self - reflection in the team assist in identifying
the the emotional state of the employees and their responses to the situation. As per WHS
legislation it is important for the organisation to provide the employees with safe work
environment (Ang and Van Dyne, 2015). The work health and safety regulation 2011 provide
framework for the organisation in order to provide the employees with the safe environment in
order to reduce the various health problems which have their impact on the emotions and affect
the emotional state. The team members by using their emotional intelligence skills are able to
assist in achieving the workplace outcomes. for instance, self - awareness of the team members
assist in improving the work outcome and performance. The emotional well- being of the team
members will assist in thinking clearly in the stressful situations. positive work environment
assist in effectively dealing with conflict at workplace.
CONCLUSION
From the above assignment it has concluded about Emotional Intelligence which is the
ability to recognize the own feeling and emotions. It has provided information regarding the
different emotional state of the individual which consist of anger, stress, happiness, frustrated,
nervous etc.

REFERENCES
Books and journals
Petrides, K. V and et.al., 2016. Developments in trait emotional intelligence research. Emotion
Review. 8(4). pp.335-341.
Sánchez-Álvarez, N., Extremera, N. and Fernández-Berrocal, P., 2016. The relation between
emotional intelligence and subjective well-being: A meta-analytic investigation. The
Journal of Positive Psychology. 11(3). pp.276-285.
Mayer, J. D., Caruso, D. R. and Salovey, P., 2016. The ability model of emotional intelligence:
Principles and updates. Emotion Review. 8(4). pp.290-300.
Serrat, O., 2017. Understanding and developing emotional intelligence. In Knowledge
solutions (pp. 329-339). Springer, Singapore.
LIEVENS, F. R. O. and Chan, D., 2017. Practical intelligence, emotional intelligence, and social
intelligence.
Carson, K. D., Carson, P. P. and Birkenmeier, B. J., 2016. Measuring emotional intelligence:
Development and validation of an instrument. Journal of Behavioral and applied
Management. 2(1). p.810.
Ang, S. and Van Dyne, L., 2015. Handbook of cultural intelligence. Routledge.