Importance of Emotional Intelligence in the Workplace

This article explains emotional intelligence, its importance in the workplace, and strategies to build it. It also covers the five essential principles of emotional intelligence, the Emotional Intelligence Theory developed by Caruso and Salovey, and how managers with high emotional intelligence can assist in achieving business objectives. Additionally, it discusses the importance of recognizing cultural differences in emotional intelligence and provides examples. Lastly, it includes a case study on emotional intelligence and possible emotions that an individual may feel.

Running Head: Emotional intelligence 1
BSBLDR511
STUDENT’S NAME
COURSE
UNIVERSITY
DATE

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ASSESSMENT TASK ONE
QUESTION ONE
Explain emotional intelligence and the importance of this characteristic at work.
Emotional intelligence
This refers to the capability of an individual to manage and control his emotions and
he or she has the capability to control the emotions of others too (Carson, Carson and
Birkenmeier, 2016.) Emotional intelligence can also be defined as the ability to
understand, recognize and manage our own emotions and influence other people’s
emotions.

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Importance of emotional intelligence at work.
Formation of strong bonds
Emotional intelligence enables individuals to create strong bonds among them that enable them
to thrive (Van Deursen et al., 2015).
Less conflicts
It reduces work place conflicts among the individuals because of the ability to control the temper
among them. It also enhances proper ways for resolving conflicts in the organization.
Recognition of ability in others
Emotional intelligence enables the leaders to acknowledge the potential and opportunity in others
because the way a person responds to a bad situation depicts his or her inner personality.
Enhances perseverance by leaders
Leaders face a lot of challenges in the organization which to some extend might lead them to be
angered and even resign. Emotional intelligence enables the leaders to control their emotions and
continue providing their best service in the organization even after been annoyed (Collins, and
Cooper, 2014).

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QUESTION TWO
Explain each of the five essential principles of emotional intelligence as defined by Daniel
Goleman.
Elements of emotional intelligence
Being an important skill in leadership, it has the following elements: social skills, empathy, self-
awareness, motivation and self-regulation (Foster et al., 2015).
Social skills
Through emotional intelligence, we get to understand other people and able to handle them
regardless of their reactions to different situations.
Empathy
This refers to the ability to be compassionate and understand other people with their emotions.
Empathy is one of the features for a good leader which enhances the retention of staff in the
organization reducing employee turnover from the organization (Goleman and Boyatzis, 2017).
Self-awareness
A person should be aware of his or her own emotions so as to be able to handle his or her
emotions in different situations (Killgore et al., 2015). A person should understand how
emotions influence his actions so as to be in a good position to deal with them appropriately.

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Motivation
According to Goleman, (2014) employees who have a high degree of emotional intelligence are
self-motivated to carry out various tasks within the organization. Such individuals are never
driven by money or quest for power. Employees with high emotional intelligence are usually
very productive within the organization facilitating the achievement of organizational goals.
Self-regulation
This refers to the situation where an individual is able to monitor and manage his emotions
effectively. Controlling emotions requires unique skills since this is not usually an easy task
especially if an individual feels that he or she has really been offended and demands justice.

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QUESTION THREE
Explain the key principles of the Emotional Intelligence Theory developed by Caruso and
Salovey (2004).
Emotions management
Refers to the ability to be open to feelings and modulating them in one self and others for the
promotion of personal understanding and development (Ju et al., 2015).
Emotions understanding
This refers to the ability by the individual to understand information related to emotions and
having a thorough knowledge on how different emotions combine and progress through different
relationships for the appreciation of the meaning for such emotions (Martin-Raugh, Kell and
Motowidlo, 2016).
Thought facilitation.
This refers to the capability to use, generate and have a perception that some feelings can be
communicated through emotions expressed by individuals (Vratskikh, Al-Lozi and Maqableh,
2016).
Emotions perception
This is the capability by individuals to perceive their emotions through various stories, movies,
music and various stimuli within their environment (Ruvalcaba-Romero et al., 2017).

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QUESTION FOUR
Explain three strategies that can be used to build emotional intelligence.
Focusing on your emotions on daily basis
An individual should be in a good position to identify his feelings as they arise so as to be able to
control them. This is only possible through being attentive to emotions in various situations
(Hughes, Jason, 2011).
Practicing empathy
As an individual it is always advisable to put yourself in the situation of others especially if they
are in need and you can help.
Exercising self-regulation
It is healthy if a person learn to control him/herself when he or she feel upset in a given situation.
This enables the person develop his or her emotional intelligence (Smith, Tanya, 2016).

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QUESTION FIVE
Explain how a manager with high emotional intelligence can assist in achieving business
objectives. Provide an example to illustrate your answer.
Reduces turnover rate.
The manager with high emotional intelligence shall be able to control his emotions in various
circumstances as well controlling the emotions of the employees especially when they feel
oppressed enhancing the retention of the employees in the organization. E.g. employees might
feel looked down upon by the management in decision making and feel like leaving the
organization but the manager can encourage them to stay by promising them a bright future.
Enhance good relationship with employees
The manager shall create a good relationship with the employees because of his social skills
which shall enhance the commitment of the employees towards the achievement of the
organizational goals and objectives. E.g. the manager can always check on the employees and
request on their progress in relation to the task and listen to their complaints.

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Competent in conflict resolution
A manager with high emotional intelligence is also very competent in resolving conflicts among
the employees in the organization because of the ability to understand various approaches for
dealing with the various types of emotions among the individuals (Serrat, 2017). Conflicts hinder
the achievement of goals and objectives in the organization hence when the manager resolves the
conflicts the employees will focus on performance.
E.g. the manager can know how to handle short tempered individuals when resolving conflicts
involving them.
Acts as a guide and counsellor
A manager with high emotional intelligence acts as a guide and a counsellor to the employees
when they face some problems which always have a diverse impact on their performance. A
manager can identify stressed employees and help them overcome their challenges which enables
them to focus on performance enhancing the achievement of organizational goals and objectives.

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QUESTION SIX
Explain the importance of recognizing cultural differences in emotional intelligence. Provide two
examples example to illustrate your answer.
Different cultures have different ways of expressing their emotions
People from different cultures express their emotions on various occasions in different ways
Example one
The whites do laugh slightly when excited by an event as compared to the blacks who
exaggerate their laughter on occasions that have made them excited as depicted in most of the
movies.
Example two
A smile is used by two groups from different cultures to convey different meanings in a given
situation. For people from North America, a smile is a sign of friendliness and good will while
for people from some of the Asian cultures, a smile is used to cover an embarrassment or an
emotional pain.

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Different ways of displaying emotions in public
Individuals from different cultures have different ways of expressing their emotions in
public(Ouyang, Sang and Peng, 2015) .In some cultures it is a taboo for a man to shed tears in
public hence men cry in privacy while in some of the cultures men cry to express their emotions
in public.
Example one
In roman culture men cry in private chambers when they were carried by emotions e.g. Pilate
during the time of Jesus judgment in his jurisdiction while the American men shed their tears in
public as expressed in most of the movies.
Example two
In some films involving the Americans and the Japanese, both participants expressed their
emotions anger, disgust and fear in a similar way when they were alone. In the company of other
participants, the Americans persisted with their emotions but the Japanese smiled to hide their
feelings.

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QUESTION SEVEN
Explain two ways of communicating effectively with a diverse workforce with varying cultural
expressions of emotions.
Participative decision making
The leader should involve the employees in the process of making decisions in relation to
various aspects within the organization (Singh and Bhardwaj, 2016). In the process he shall be
able to see their feelings in relation to the matters arising and able to know whether they are in
agreement or not.
Use of team leaders
When there is a need for change in the organization, team leaders can be used to influence the
employees that in deed the change would be of great benefit to them so as to overcome their
different reactions to the situation.

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QUESTION EIGHT
Explain two ways of using emotional intelligence to build effective workplace relationships.
Resolving individual conflicts.
Ability to understand other people’s emotions is very crucial in the process of solving conflicts
between them and others at the work place enhancing peaceful work environment for increased
productivity.
Socializing with the employees
Leaders with high emotional intelligence usually have the ability to interact effectively with the
employees at the work place an aspect that increases the bond between the management and the
employees which enhances the commitment of the employees towards the achievement of the
organizational goals and objectives.

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Assessment Two
QUESTION TWO
a. Document your ratings for each of the five factors as identified in the personality test
results. Include your score for each of the factors and how you rated on each factor, as
well as your strongest personality trait as shown by your highest score.
The big five factors Factor scores Factor rating
Openness to experience 9 Low
Conscientiousness 56 Middle
Extraversion 47 Middle
Agreeableness 46 Middle
Natural reactions 30 Low
Strongest personality trait- Conscientiousness- 56

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b) Reflecting on the results, identify what stood out for you in terms of what it tells you
about yourself as a person?
I am a social person since I am efficient in a team. I am an organised person which is a
key aspect for success as an individual.
c) Thinking about the questions asked as part of the personality test and your learnings as
part of this unit, identify five of your emotional strengths?
Iam social because of the ability to work with others.
I’m empathetic as I’m usually concerned about the needy in the society.
I have the ability to control my emotions in various situations
I’m aware of my emotions and can easily identify them as they arise
I have the ability to convince others and control their emotions.

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d) Thinking about the questions asked as part of the personality test and you’re learning as
part of this unit, identify five of your emotional weaknesses?
I’m short tempered
I’m prone to worry
I’m over trust others
I’m afraid of change
I’m prone to stress
e) Explain how you believe the emotional strengths you have identified above help your
workplace performance and relationships.
Ability to work with others has enhanced my best performance when working in teams
within the organization.
The ability to control my emotions has enabled me to avoid conflicts with individuals in
the organization and rather focus on performance.
f) Discuss how you believe your emotional weaknesses hinder your workplace performance
and relationships.
The nature of being worried about my job security due to the fear of unknown affects my
performance.
The need for change in some organizational aspects instil fear in me leading to lack of
motivation at work.

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g) Complete the following table about personal stressors at work.
Identify at least four sources of stress that are most likely to result in workplace stress for
you, your stress response (emotional, physical, behavioural) and actions that you can take
(or have taken) to manage stress.
Personal stressor What is your stress response Actions to address
Work load I feel exhausted at work Plan my schedule for each
work well.
Commanding
supervisor
Fear at work Avoid him seriously
Monotony of work Boredom Request for deployment
Complexity of some
tasks
Mental disturbance Seeking clarifications.

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h) Write down each need you have chosen and why this need is important to you at work.
Also give an outline of the emotions triggered in you when you don’t get these needs met
and ways that you can control your emotions in the face of not having your needs met.
Need and why this need is
important to you at work
What is your emotional
response when this need is not
met?
Emotional control
mechanism
 Respect
Improves my self esteem
low self esteem I approach the relevant
person and notify him or her.
 Freedom
enhances my job
satisfaction at work
I feel like quitting job I raise a concern to the
management for adjustment.
 Be treated
fairly
Enhances commitment at
work.
Lack of motivation in my
work hence low performance
I hope for the best in future
i) What other criteria could you use other than those in the personality test to determine
your own emotional strengths and weaknesses? Identify and describe at least three.

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Self-evaluation
I shall conduct evaluate myself on the number of times have been able to overcome my
emotions through an individual swot analysis
Asking my close friends
I will request my friends for their perception regarding my emotional intelligence
Use of previous trends
Can compare my previous trend in emotional intelligence with the current trend and make
appropriate conclusions.
Assessment Task 3
QUESTION ONE

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Based on a review of the case study, what do you think could be possible range of emotions that
Yuko could be feeling? List at least five possibilities.
She feels discriminated
She feels discriminated because of her race as a Japanese which is lowering her self-esteem in
the work place.
She is hated
Yuko is very sure that Beryl hates her with passion due to lack of effective communication
between the two.
She is stressed
Yuko is really stressed because of her lower level of performance, she even does not attend staff
meetings as before.
Loneliness
She feels lonely as she no longer sits in the staff room with other employees.
Sadness

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She might be very sad that Beryl seems not to want her any more in the organization which
might be her only source of income.
QUESTION TWO
Based on a review of the case study, what are the possible ranges of emotions that Beryl could
be feeling? List at least five possibilities.
Irritated
Beryl feels irritated by Yuko’s presence in the organization
Bored
Beryl might be bored by Yuko’s accent as she struggles to understand what she says
Worried
Beryl has a feeling that Yuko is not enthusiastic in her work something that would affect the
performance of the organization.
Hatred
Beryl hates Yuko from the way she behaves, she has the tendency of ignoring her.
Fear
She might be fearing to address Yuko directly hence prefers addressing her through the other
employees in the organization.
QUESTION THREE

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Based on a review of the case study, what do you think could be the effect of the workplace
situation on the manager and possible emotions they could be feeling? List at least five
possibilities.
The manager is Worried
The manager is worried that the low performance exhibited by Yuko would affect the general
performance of the organization.
The manager is Empathetic
Yuko’s situation has made the manager take an urgent step to end the conflict so as to enhance
her better performance
The manager is courageous
The manager decides to confront them to find an optimum solution for their problem
The manager might have been irritated
The manager might have been irritated by Betyl’s attitude towards Yuko and
took an urgent action to make things right.
Fear
The conflict between the two might have aroused fear for the manager as the organization was
affected
QUESTION FOUR

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Would you expect any cultural differences in emotions? Research differences between
Australian and Japanese expressions of emotions and describe differences you identify. List
at least two.
Australians always share what they feel while the Japanese are usually silent and their
emotions are not expressed in words and rather in Actions. From the case study, Beryl shared her
emotions for Yuko with others but Yuko’s actions in the organization depicted her emotions.
The Japanese do not express their emotions in public and they would rather give a
smile but in real sense they are being tormented inside while Australians show their emotions
and it’s easy to be noted by almost everybody when they are annoyed.
QUESTION FIVE

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During a meeting, what techniques would you use to ensure that Beryl and Yuko have the
opportunity to express their thoughts and feelings? List at least two.
Promising to tackle their issues accordingly
This shall motivate each person to speak out her mind with an assurance that their shall be a
good solution for the problem once and for all.
Brainstorming
Requesting each of the individual to share what she does not like in the organization by
suggesting the changes that should be made.
Requesting them to work together on a certain task
I would request if they can work together on a small task and this would enable each individual
to express her feelings regarding the other.
QUESTION SIX

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During a meeting, what techniques would you use to ensure that Beryl and Yuko have the
opportunity to reflect on the effect of their behaviour and emotions? List at least two.
Requesting them to evaluate the performance of the company
This shall give them an opportunity to realise how their actions are affecting the overall
performance of the company and enable them resolve their issues for the sake of the company.
Requesting them to think about their roles in the organization
This shall enable them to feel the image they are portraying to other employees and yet they need
to be their role models in their actions as they are among the top management team
QUESTION SEVEN

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What advice could you give to Beryl and Yuko to assist them in self-managing their emotions?
List at least five tips.
They should learn to be interactive and share their concerns to enable them overcome their
emotions
They should put the organizational interest at heart and avoid actions that may affect
organizational performance.
They should avoid been judgemental on other people and focus on their performance for the
success of the organization.
They should learn to reflect on the consequences of their actions on other employees and the
general performance of the organization.
They should learn to build on their emotional intelligence as leaders by practising the five key
principles of emotional intelligence at the work place.
QUESTION EIGHT

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Document a step-by-step approach for resolving the workplace situation. As a guide,
you should list between 6 to 8 steps.
 Understanding the situation that has resulted to the conflicts between the two individuals
 Acknowledge the problem that has resulted to the situation
 Take time and reflect on the situation
 Avoid the use of coercion and intimidation on the victims in the process of gathering
information
 Focus not only on the problem but also on the individuals as they may have personality
conflict
 Establish guidelines for resolving the conflict for both parties for achievement of desired
objectives
 Keep the communication open by allowing both individuals to express their views

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QUESTION NINE
Prepare questions (at least five) to ask Beryl and Yuko at the meeting.
Do you know the impact of your actions on the organizational performance?
Do you know the criteria for building your emotional intelligence?
What are your perceptions on the importance of organizational peace and harmony among all the
staff members?
Does the action of top management have an influence to the rest of the employees in the
organization?
What advice can you give to other employees on the significance of appreciating diversity within
the organization?

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