Assessment Task 3: BSBPEF502 - Develop and Use Emotional Intelligence

This assignment, Task 3 of the BSBPEF502 unit, focuses on developing and promoting emotional intelligence in the workplace. It involves a two-part role-play scenario where the student, acting as a consultant, assesses a departmental manager's emotional strengths and weaknesses, discusses their work performance, and provides support for improving emotional intelligence. The assignment requires the student to prepare a meeting plan, develop an improvement plan, create a feedback form, and reflect on their performance in both consultant and manager roles. The departmental manager's role-play is based on various scenarios depicting different personal and work-related challenges, and the consultant is expected to use emotional intelligence techniques like active listening and empathy to address these challenges. The assessment evaluates the student's ability to identify and respond to emotional stressors, analyze emotional responses, develop improvement plans, and implement techniques that demonstrate flexibility and consideration for others' emotions. The assignment also covers the implementation of workplace opportunities for expressing thoughts and feelings in accordance with organizational policy and procedures.

Assessment
Task 3
Develop and use
emotional intelligence
BSBPEF502
Student Declaration
To be filled out and submitted with assessment responses

◻ I declare that this task and any attached document related to the task is all my own work
and I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student
signature
Date
Task Number
------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment

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

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

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
to assist in understanding the
effect of personal behaviours
and emotions on others in the
workplace
Feedback in Comments
Demonstrated ability to:
 Identify methods for responding
to emotional stressors
 Seek feedback from others to
identify and confirm methods
for responding to emotional
stressors in the workplace
This is evidenced by:
 Improvement Plan in Task
3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Reflection on performance as a
departmental manager in Task
3.1P2
 Participation in the two parts
Role-Play (refer to Marking
Sheet)
☐ ☐ ☐
Demonstrated ability to:
 Analyse and document
emotional responses of co-
workers
 Develop a plan for identifying
and responding to a range of
emotional expressions
 Apply techniques that indicate
flexibility and adaptability in
dealing with others in the
workplace
 Apply techniques that show
consideration for the emotions
☐ ☐ ☐

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
of others when making
decisions
 Identify workplace opportunities
for others to express their
thoughts and feelings
 Develop tasks for assisting
others to understand effect of
personal behaviour and
emotions on others in the
workplace
 Implement identified
opportunities and tasks in the
workplace according to
organisational policy and
procedures
This is evidenced by:
 Meeting Plan in Task 3.1P1
 Improvement Plan in Task
3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Participation in Role-Play PART
1 (refer to Marking Sheet)
Demonstrated ability to:
 Consult with relevant
stakeholders and identify
improvement areas for own
emotional intelligence
This is evidenced by:
 Reflection on performance as a
departmental manager in Task
3.1P2
 Participation in Role-Play PART
2 (refer to Marking Sheet)
☐ ☐ ☐
Demonstrated ability to:
 Implement identified
☐ ☐ ☐

Marking Sheet
Completed successfully
Did the student satisfactorily:
Comments Y N D
N
S
opportunities and tasks in the
workplace according to
organisational policy and
procedures
This is evidenced by:
 Improvement Plan in Task
3.1P1
 Feedback Form in Task 3.1P1
 Reflection on performance as a
consultant in Task 3.1P1
 Reflection on performance as a
departmental manager in Task
3.1P2
 Participation in the two parts
Role-Play (refer to Marking
Sheet)
Task
Outcome:
Satisfactory
☐ Not Yet
Satisfactory
☐
Student
Name:
Assessor
Name:
Assessor
Signature:
Date:

Table of Content
Student Declaration ................................................................................................................................................1
1.Task 3 – Promote and develop emotional intelligence...............................9
Task 3.1 Promote and develop emotional intelligence.........................................................................................12

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

Task summary and instructions
 Seek feedback from others to identify and confirm
methods for responding to emotional stressors in the
workplace
 Analyse and document emotional responses of co-
workers
 Develop a plan for identifying and responding to a
range of emotional expressions
 Apply techniques that indicate flexibility and
adaptability in dealing with others in the workplace
 Apply techniques that show consideration for the
emotions of others when making decisions
 Consult with relevant stakeholders and identify
improvement areas for own emotional intelligence
 Identify workplace opportunities for others to express
their thoughts and feelings
 Develop tasks for assisting others to understand
effect of personal behaviour and emotions on others
in the workplace
 Implement identified opportunities and tasks in the
workplace according to organisational policy and
procedures
You are required to address the following:
 Task 3.1 Promote and develop emotional
intelligence
o Prepare to meet with a co-worker to discuss their
emotional strengths and weaknesses, and their
work performance
o Meet with a departmental manager to discuss
their emotional strengths, weaknesses and work
performance (Role-Play)
o Meet with the consultant to discuss your
emotional strengths, weaknesses and work
performance (Role-Play)
What do I need to
do to complete
this task
satisfactorily?
 submit the completed assessment tasks, according
to instructions,
 complete the tasks with sufficient detail and present
them in a professional manner,
 use your own words and reference sources

Task summary and instructions
appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in
this assessment task you must satisfactorily address
all of the assessment criteria,
 if part of this task is not satisfactorily completed you
will be asked to complete further assessment to
demonstrate satisfactory performance.
Specifications You must deliver/participate in:
 Role-Play Part 1 and 2 in week 5
You must submit to GOALS
 Meeting Plan
 Improvement Plan
 Feedback Form
 Reflection on performance as a consultant
 Reflection on performance as a departmental
manager
Resources and
equipment
• Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission
opportunities
You will be provided feedback on your performance by
the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part
of this task. If any parts of the task are not satisfactorily
completed, the assessor will explain why, and provide
you written feedback along with guidance on what you
must undertake to demonstrate satisfactory
performance. Re-assessment attempt(s) will be
arranged at a later time and date. You have the right to
appeal the outcome of assessment decisions if you feel
that you have been dealt with unfairly or have other

Task summary and instructions
appropriate grounds for an appeal. You are encouraged
to consult with the assessor prior to attempting this task
if you do not understand any part of this task or if you
have any learning issues or needs that may hinder you
when attempting any part of the assessment.
Complete the following activities:
Task 3.1 Promote and develop emotional intelligence
This Task is a Role-Play that comprises two parts:
 PART 1 – You will meet with a departmental manager (played by a
classmate) to discuss their learning journal (Task 2.1) and work performance
(based on a scenario of choice)
 PART 2- You will play a departmental manager and meet with a classmate
who will play the consultant employed by MMI to discuss your learning
journal (Task 2.1) and work performance (based on a scenario of choice)
Schedule a time with the trainer and assessor in week 5 of class to conduct the
two Role-Plays (20-30 minutes each).
The trainer and assessor will validate your participation in the two Role-Plays
and provide feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative
arrangements with the trainer and assessor to perform the Role-Plays.
Both parts will require preparation; follow the instructions below.
PART 1
In Part 1 of the Role-Play, you will meet with a departmental manager (played
by a classmate) to assess their emotional strengths and weaknesses, discuss
their work performance, support them in developing/improve emotional
intelligence and assist them in improving work performance.
The classmate will use their learning journal as a basis for discussion; however,
they will play their role as a departmental manager, according to one of the
following scenarios depicting their current work performance:
Scenario
1
 Often late at work
 Looks tired
 Concentration difficulties
 An increasing number of errors in reports
Situation at home: they have a newborn child
Scenario  Short-tempered

2  Argues with colleagues
Situation at home: their partner lost their job, and they are
currently working two jobs
Scenario
3
 Unaware of different cultural backgrounds, often says the wrong
thing offending others
 Does not listen to others
 Abrasive personality
Situation at home: never travelled much, highly educated, always
been successful in own career
Scenario
4
 Looks always stressed and absent
 Does not engage with others
 Trouble concentrating
 Lack of motivation
Situation at home: recently lost a family member
Scenario
5
 Lacks empathy
 Bossy
 Lacks humility
 Dismisses ideas from others
 Workaholic
Situation at home: NA
The classmate will choose a scenario to role-play.
Before the Role-Play:
Fist of all, consider that the manager (classmate) may not feel comfortable
sharing the full content of their learning journal; hence be respectful and
understanding when discussing it.
Develop a plan to meet with the departmental manager using the Meeting Plan
below (Template 1).
Template 1 -Meeting Plan
Meeting Plan
Outline a plan to identify and
respond to a range of
emotional expressions from
the manager.
(50-100 words)
In order to have an identification of emotional
expression of the manager it is essential that
behavioural, autonomic and hormonal changes
will need to be considered. As manager was
facing a situation of late hours, tiredness,
increase in errors so it will affect its working
practice because these are related with
behavioural changes.
Likewise, in order to respond to these emotions

Meeting Plan
a manager need to adopt adequate planning in
which it need to balance out its emotions in
which those emotions that are concentrated with
business will be taken in priority so that better
work performance can be grabbed. Similarly,
controlling those emotions that may negatively
affect will be mitigated and eradicated.
Identify two (2) useful
techniques that drive
flexibility and adaptability in
dealing with others in the
workplace.
Being open-minded.
Stay calm and plan a head and be clear to core
values.
Identify two (2) techniques
that show consideration for
the emotions of others when
making decisions.
Pause and access the situation.
Don't always follows and rely on guts.
Develop two (2)
tasks/exercises to help others
understand the effect of
personal behaviour and
emotions on others in the
workplace.
Note: you will use one of
them during the Role-Play.
Temperament analysis.
Accepting emotion exercise.
During the Role-Play:
 Make the manager feel comfortable
 Use emotional intelligence (active listening, empathy, reframing etc..)
 Demonstrate consideration for their emotions
 Ask them to talk about their learning journal (content, what they have
learned from it)
 Discuss their work performance
 Identify emotional stressors and agree on methods to respond to them
 Propose solutions to develop/improve emotional intelligence and improve
work performance
 Propose opportunities/options to express their thoughts and feelings in the
workplace
 Demonstrate flexibility and adaptability when proposing solutions for
improvement
 Conduct a task/exercise to assist the manager in understanding the effect of
personal behaviours and emotions on others in the workplace
After the Role-Play

 Finalise and summarise an improvement plan for the manager (Template 2)
Template 2 -Improvement Plan
Improvement Plan -
Summary
How to improve emotional
response.
(30-50 words)
Adoption of practice of
respond instead of
reacting or conflicting,
using assertive
communication style,
always be critical,
importance of self-
awareness, always be
motivated and never
loose hopes, be calm and
confident, being positive
are some practices that
will lead to have
improvement in
emotional response.
Also, adopting the
practice of not denying
but not be too rigid with
emotion also lead to
improve emotional
response.
Opportunities to express
own thoughts and feelings
in the workplace.
(2-3)
Fear, Joy, anger are
some feeling which will
expressed in team work
or task. Performance
handling etc.
How to respond to
emotional stressors in the
workplace.
(2-3)
Tracking stressors,
Taking with supervisors,
take adequate time for
relaxation.
How to improve emotional
intelligence.
(30-50 words)
Adopting practice of
motivation, positivity in
terms of positive
environment and
response, responding
problems instead of
conflicting, always be
calm minded, trying to
establish balance

between emotions and
feelings, always looking
good and positive
approach while dealing
with problem and issues
are some ways by which
emotional intelligence
will improve.
How to improve work
performance.
(30-50 words)
Setting up of milestones,
make planning and
prioritisation, adequate
and effective
communication, adopting
difficult task in first, self-
evaluation of strength
and weakness, stay
concentrated, stay
positive and motivated,
adopting the practice of
team work or self
improvement, self-
correction, self-initiatives
are some modes by
which work performance
will improve.
Action Plan
(4-5 key actions)
Action Timeline
Raising focus 30/06/21
Adopt effective communication 28/06/21
Raising patience 15/07/21
Time management 20/07/21
Practising positivity 10/07/21
 Collect feedback from the manager (Template 3) and provide evidence of
completion (picture of completed hard copy of the feedback form or a
screenshot of a completed digital form).
Template 3 -Feedback Form
Feedbac
k Form
Full Name and
signature of the
F
u

Feedbac
k Form
student completing
the feedback form.
l
l
N
a
m
e
:
S
i
g
n
a
t
u
r
e
:
Date
I felt comfortable when
discussing my learning
journal and work
performance with the
consultant.
Strongly
Agree
Agree Neutral Disagree S
t
r
o
n
g
l
y
D
i
s
a
g
r
e
e

Feedbac
k Form
The consultant
demonstrated
emotional intelligence
skills and knowledge.
Strongly
Agree
Agree Neutral Disagree S
t
r
o
n
g
l
y
D
i
s
a
g
r
e
e
I felt understood and
listened to.
Strongly
Agree
Agree Neutral Disagree S
t
r
o
n
g
l
y
D
i
s
a
g
r
e
e
Support and assistance
were offered to me to
improve my emotional
intelligence and work
Strongly
Agree
Agree Neutral Disagree S
t
r
o

Feedbac
k Form
performance. n
g
l
y
D
i
s
a
g
r
e
e
The task/exercise to
assist with
understanding the
effect of my behaviour
and emotions on others
in the workplace was
effective.
Strongly
Agree
Agree Neutral Disagree S
t
r
o
n
g
l
y
D
i
s
a
g
r
e
e
The consultant
demonstrated
adaptability and
flexibility during the
meeting.
Strongly
Agree
Agree Neutral Disagree S
t
r
o
n
g
l
y

Feedbac
k Form
D
i
s
a
g
r
e
e
The outcome of the
meeting was….
Exceptio
nal
Excelle
nt
Very
Good
Good Fair Poor Very
Poor
Overall, the meeting
was …
Exceptio
nal
Excelle
nt
Very
Good
Good Fair Poor Very
Poor
Provide an example of
how the consultant
demonstrated
emotional intelligence
during the meeting.
(30-50 words)
The consultant make adopt the practice of being flexibility and
openness. With this practice I felt comfortable while sharing my
experience and feeling. Also the consultant enable me adequate time to
think and share my feeling. For example: consultant presents different
situation like occurrence of error, family issues, happiness, etc.
Briefly describe the
task/exercise conducted
to understand your
behaviour and emotions
on others in the
workplace.
(30-50 words)
Taking feedback will enable a managers to have an idea of emotions and
feelings of other in workplace. Likewise, timely check-in in the teams
and engaging with team also enable a manager to have a clear
understanding of the real situation and condition of team.
What could the
consultant improve?
List 2-3 improvements.
The consultant need to improve friendliness, openness and flexibility
with regard to manager.
Document the evidence of completion of the feedback form in the space
provided below:

 Reflect on your performance during the Role-Play and the feedback received
from the manager.
Address the following:
o How did you demonstrate emotional intelligence during the Role-Play?
Provide an example.
o How did you ensure the manager felt comfortable talking about their
emotional strengths and weaknesses and work performance?
o How did you respond to the emotional expressions of the manager?
Provide an example.
o What emotional stressors did you identify when discussing with the
manager?
o What did you do well?
o What could you improve?
Summarise your reflection in the space provided below.
(50-100 words)
I demonstrate my emotional intelligence by self practising and keeping
myself in same situation as the manager was. For example, I imagine that if I
had baby at home then I my focus will lose.
Manager will feel comfortable only when it will analyse and access the
desired outcome of such loose concentration and focus in terms of business
loss.
I will respond positively because the manager emotional feeling and
situation would be same if I were made my self-reflection. For example: if
any errors are being occurred by me in accounts management then I would
compare my emotion with manager.
Stay calm and positive, positive environment are some key stressors that I
found.
I did well in terms of managing my emotions and feelings.
I need to improve my controlling power so that my personal and professional
life would be adequately differentiated.
PART 2
In Part 2 of the Role-Play, you will meet with the consultant (played by a
classmate) to discuss your emotional strengths and weaknesses, discuss your
work performance, ask for support in developing/improve emotional
intelligence and assistance with improving work performance.
You will use yourr own learning journal as a basis for discussion, however you
will play their role as a departmental manager, according to one of the
following scenarios depicting your current work performance:
Scenario  Often late at work

1  Looks tired
 Concentration difficulties
 An increasing number of errors in reports
Situation at home: they have a newborn child
Scenario
2
 Short-tempered
 Argues with colleagues
Situation at home: their partner lost their job, and they are
currently working two jobs
Scenario
3
 Unaware of different cultural backgrounds, often says the wrong
thing offending others
 Does not listen to others
 Abrasive personality
Situation at home: never travelled much, highly educated, always
been successful in own career
Scenario
4
 Looks always stressed and absent
 Does not engage with others
 Trouble concentrating
 Lack of motivation
Situation at home: recently lost a family member
Scenario
5
 Lacks empathy
 Bossy
 Lacks humility
 Dismisses ideas from others
 Workaholic
Situation at home: NA
Choose a scenario to role-play.
Before the Role-Play:
Consider what you feel comfortable sharing with the consultant.
During the Role-Play:
 Be open as much as you can
 Use emotional intelligence (active listening, empathy, reframing etc..)
 Be aware of your emotional triggers and emotional responses
 Talk about your learning journal (content, what you have learned from it)
 Discuss your work performance
 Identify emotional stressors
 Discuss solutions to develop/improve emotional intelligence and improve
work performance

 Discuss opportunities/options to express your thoughts and feelings in the
workplace
 Participate in a task/exercise to assist you in understanding the effect of
personal behaviours and emotions on others in the workplace
After the Role-Play
 Provide feedback to the consultant (Template 3)
 Reflect on your performance during the Role-Play and the feedback received
from the consultant.
Address the following:
o How did you demonstrate emotional intelligence during the Role-Play?
Provide an example.
o How can you improve how you respond to emotional triggers?
o How can you better respond to emotional stressors?
o How can you improve on the dimensions of emotional intelligence?
Summarise your reflection in the space provided below.
(50-100 words)
I made demonstration of my emotional intelligence in terms of being open with my consultant. I
made share my experience and emotions openly and adequately with the consultant. For
example: I expressed my consultant that I had a new born baby at home and my whole mind and
concentration is towards the baby and that is affecting my work.
I will make improvement by having a consideration towards the prescription of consultant. I will
also adopt mind exercises and emotional intelligence practices so that I can overcome my
emotional triggers.
As my habit is to have concentration and focusing over stressors, so in order to dealt with those
stressors I would adopt the practice of respond instead of focusing. I will also adopt the practice
of finding solution instead of being disturbing by them.
I will improve my dimensions by improving my level of thinking and ability to deal with the
problem and situation. I will also consider and adopt fighting spirit in order to deal and control
my emotional breakdown.