BSBLDR501: Develop and Use Emotional Intelligence Assessment Report

This report, addressing the BSBLDR501 unit, focuses on developing and using emotional intelligence in the workplace. It begins with a self-assessment of emotional strengths and weaknesses, including identifying personal triggers and responses to stress, fear, and anger in a work environment. The report then provides detailed action plans to manage these triggers and promote positive outcomes. It further analyzes case studies, examining scenarios involving a store manager's emotional journey and a team member's cultural misunderstandings, providing strategies for improved communication, conflict resolution, and leadership. The report also discusses the relationship between emotional effectiveness and business objectives, offering insights into decision-making processes that consider emotional impact, and concludes by identifying relevant policies and legislation related to managing emotions in the workplace, including health and safety considerations.

Student’s Last Name 1
Develop and Use Emotional Intelligence.
By (Name)
Course
Professor
University
Date

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Assessment 1.
1. Use at least one appropriate tool or method to identify your own emotional
strengths and weaknesses. Options include, for example:
Strength
 Good attitude
 Empathetically
 Positive mindset
Weakness
 Short tempered
 Perfectionist
 opinionated
Opportunities
 Ability to be promoted
 Learning new skills
Threats
 Redundancy
 Competition from colleagues
2. Identify and record at least three instances where you have felt stressed or
experienced a negative emotional state at work. For each instance, describe the precise context,
causes and your response.
 Anger: I had received a phone call from my brother informing me that our aunt
was hospitalized. I approached my supervisor and requested a day off to visit her
but she turned me down. I was so angry considering the amount of work and
dedication I had put in my workplace. I had to get out of the office to calm
myself down.
 Fear: I had failed to meet a certain critical deadline in my task. I experienced fear
of repression and losing my job since the company has strict policies regarding
meeting deadlines. To counter my fear I approached my supervisor and explained

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that I had a lot of task that month and therefore I could not have met the deadline.
She was understanding and she accepted to extend the deadline.
 Guilt: I had wrongly bashed and insulted a colleague for spilling her coffee on
my shirt. It was an honest mistake as she had tripped while walking to her desk. I
felt really guilty afterwards and I offered to take her out for lunch as a sign of my
sincere apology.
3. Identify and record at least two different triggers that impact on your personal
emotional states at work. Explain how your response to these triggers, if not managed carefully,
can negatively impact on others and their work performance.
trigger response Negative impact on
others.
disapproval It makes me develop
feelings of anxiety
My failure to address these
feelings my make those I
manage view me as
autocratic and hamper their
contribution in decision
making (Petrides, et al.,
2016, pp.338).
undervalued It brings the feeling of
anxiety
It reduces my participation
in teamwork and may make
the team fail to meet the
deadline.

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4. Using increased awareness of such triggers, how could you control your responses
and achieve positive outcomes? Provide suggestions for each trigger that would allow you to
model workplace behaviors that demonstrate a productive management of emotions for others to
follow.
Disapproval.
Suggestions
 I would take criticism from others positively
 I can acknowledge my mistakes and act to fix them (Dabke, 2016, pp.35).
Undervalued
Suggestions
 I can manage by putting an extra effort in my task
 I would ask for assistance from my colleagues in critical tasks.
5. Having considered workplace stressors and triggers that have impacted on your
emotional responses, select three potential areas for improvement in future similar
circumstances. Draw on emotional intelligence principles and strategies to create a brief action
plan for each scenario that you can apply to improve your emotional response.
situation Emotional intelligence
principle
application
anger Self-control I will participate in
techniques such as deep

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breathing to calm myself
down
anxiety Self-awareness I will be able to realize
when the feeling is
happening and counter
them thoughtfully
Disapproval and
undervalued
adaptability I can address these triggers
by not being too attached
to the outcomes of
situations and not get
affected by the comment of
others.
Assessment 2
Scenario A
1. In approximately 80 words, outline what may have occurred in the Store Manager’s
emotional journey and her subsequent response in the meeting.
The store manager may have experienced the following feelings.
 Anxiety. Due to the failure to meet the set store target.
 Fear. She may have experienced fear of being reprimanded by her seniors.

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 Anger. On the part of the staff in the store, the store manager may have developed
a feeling of anger as they did not meet the set targets.
This feelings and emotions may have resulted to triggers such
 failure and helplessness resulting to her shouting to the managers during the
meeting
2. Describe at least two of the principles of strong emotional intelligence that the Store
Manager did not demonstrate in this scenario.
Self-control
She failed to exhibit self-control by yelling at the department managers (Mayer, Caruso
and Salovey, 2016, pp.295).
Self-awareness
Additionally she did not show the principle of self-awareness by not control her outburst.
3. Provide at least two strategies that she could have considered while planning the
meeting and link these to probable productive results for the business
strategies Possible productive results
Listening to the output of department
managers
It may have encouraged an efficient decision
making to address the situation
Sent minutes prior to the meeting It would have enabled the managers to discuss
the situation with the staff and come up with

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solutions
4. Managers in your direct reporting line have asked you to share their anxieties
following the meeting with the Store Manager. List 6–10 sequential bullet points that would
provide a well-planned approach to guide this conversation with the Store Manager.
 Book an appointment for the meeting
 Share the minutes with her prior to the minutes
 Start the meeting on time
 Table the concerns of the line manager
 Listen to the input of the store manager
 Recommend better approaches to address the situation
 End the meeting on time
6. Outline at least three potential benefits for store performance if morale could be lifted
across the team.
 It would increase the productivity of the staff.
 It would give the staff assurance of their job security.
 It will foster good working relationship between the staffs and managers
7. Review the final paragraph of the case study and describe in approximately 75 words
how you would model positive leadership behaviour based on emotional intelligence
theory. You may include bullet points in formatting your answer.

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I would use the five competencies of emotional intelligence that include self-awareness,
self-regulation, motivation, empathy and social skills (Batool, 2013, pp.85). Through this
I will develop the following strategies.
 Show self-awareness by being honest and consistent
 Exhibit social skills by communicating well
 Show empathy by understanding the situation of the staffs
 Inspire the staff to perform better
 Be intuitive and straight-forward.
Scenario B
1. What emotional cues would you look for in the initial conversation with the
employee expressing concern? Explain how these cues would guide your response.
 Facial expression
I will observe the employee’s facial expression (Barbuto, Gottfredson and Searle, 2014,
pp.320). The facial expression will assist me to know if the employee is disappointed or is
angered.
2. Identify at least three key points that you would discuss with the employee raising
this issue, ensuring that cultural misunderstanding is addressed in the meeting.
I would discuss the following
 Importance of understanding cultural diversity
 Need for embracing personality difference
 Accommodating difference in religious believes.

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3. Discuss in approximately 75 words how the team in this scenario can raise their
awareness of cultural expression and promote effective communication to avoid further
misunderstandings.
The team may create awareness through educating the members on cultural diversity and
the importance of respecting other people’s culture (Schutte, Malouff and Thorsteinsson, 2013,
pp.58). Besides, the team should hold discussions in order address any cultural conflicts without
judging others. Additionally, company teamwork should be strengthened.
4. Drawing on your knowledge of emotional intelligence theory, suggest two
strategies that you might consider using with the newer team member to help alleviate her
feeling of isolation.
I would have applied the following strategies
 Cultivating the ability to understand the emotions of the new member
 Motivating the new employee to be free to share his or her feedback.
5. Prepare a list of at least three benefits that could be realized by the sales team and
the business as a whole, if this challenge can be satisfactorily addressed.
The benefit that will be experienced are;
 flow of communication
 high productivity
 Reduced conflicts.
6. From your personal experience in the workplace, provide at least two examples
where misinterpretations of expressions or behavior occurred due to a culturally diverse
workforce. What were the consequences of these misunderstandings in that workplace?

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situation Context and explanation consequences
Avoiding eye contact During the meeting, an
employee was avoiding eye
contact. According to him,
it was a sign of respect
while the managers viewed
it as an attentiveness
The manager humiliated
him in public
Use of water instead of
toilet paper in washrooms
It was a cultural practice of
the employee
The other employee viewed
this as disturbing and led to
low self-esteem of
employee
Scenario C
1. Describe how you would set aside your own emotions to focus on and identify
how the employee (probably) feels. Refer to relevant principles of emotional intelligence
I will apply relationship management principle in order for the employee to open up why
he or she does not participate in team building.
2. Describe how knowledge of, for example, learning styles, personality types or
communication styles might be able to help you relate to and understand the employee better and
adapt your response.

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Personality of the employee will assist me to understand why the employee never turns
out for team building.
3. Describe how you could use your awareness of your own feelings and those of the
employee to adapt your response so that the following needs are satisfied:
a. your needs (emotional needs, need for team cohesiveness, need to meet
performance standards)
I will create emotional boundaries so that I can perform my managerial duties without
favor and analyze each employee’s personality in order to create cohesiveness.
b. Employee’s needs (emotional needs, need to develop and perform within a team
environment).
I will use empathy to satisfy the emotional needs of employees (Collins and Cooper,
2014, pp.100). However, I will make the employee understand the organization’s rules and this
may help in employee performance and development.
Scenario D
1. Describe the relationship between emotionally effective people and the attainment
of business objectives.
When employees are not well prepared emotionally about a change in an
organization, they may resist or get stressed which affect the attainment of business objectives.
2. Describe how considering the emotional impact of decision-making could lead to
better decision-making (with respect to business objectives).
Decision makers will be conversant with the reaction and the overall impact of
employee’s emotions hence shaping decisions that will not hinder achievement of objectives
(Føllesdal and Hagtvet, 2013, pp.750).

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3. Describe what a possible process of decision-making that takes emotional impact
into account could look like. Decisions in this case include, for example, setting particular
performance targets, or selecting what programs can be delayed
Example, the mangers may set high targets in order to realize high output which may be
strenuous to the employees hence affecting them emotionally (Di Fabio and Saklofske, 2014,
pp.175).
4. Identify policies, procedures or legislation that will need to be adhered to in order
to satisfy internal and external requirements related to managing emotions in the workplace.
The policies that should be observed in a workplace are
 health and safety
 measure emotional intelligence
 Employee rights.
5. Describe how health and safety legislation is relevant to managers’
implementation of business decisions.
It ensures that the employees are safe and it reduces the possibility of health risk.