Report: Developing and Using Emotional Intelligence for Leadership

This report delves into the multifaceted concept of emotional intelligence (EI) and its critical role in leadership and workplace dynamics. It begins with a personal reflection on instances of stress and its impact on performance, followed by an exploration of the core components of EI, including self-awareness, self-regulation, motivation, empathy, and social skills. The report then analyzes a case study involving an Australian hardware company, addressing questions related to effective responses to managerial behavior, potential misinterpretations in a diverse workplace, and the application of EI principles to employee focus and motivation. It examines the relationship between emotionally effective individuals and the attainment of business objectives, including the impact of emotions on decision-making, and outlines a process for effective decision-making. Finally, the report touches upon relevant policies, procedures, and legislation, including OHS/WHS, that support a safe and productive work environment. The report underscores the importance of EI for fostering positive relationships, managing conflicts, and achieving organizational success.

Develop and use
emotional intelligence

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 1............................................................................................................................................3
Reflection....................................................................................................................................3
Emotional intelligence................................................................................................................4
TASK 2............................................................................................................................................4
Question 1 ..................................................................................................................................4
Question 2...................................................................................................................................6
Question 3...................................................................................................................................6
Question 4...................................................................................................................................7
TASK 3............................................................................................................................................9
Participate in the coaching role play...........................................................................................9
Complete coaching plan..............................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
An emotional intelligence is the effective capacity of individual person in order to
recognize their own emotions and those of others, it is discerns between different feelings and
label it in appropriate uses of emotional information to guide thinking to others. It is refers the
ability to identify and manage one own emotions as well as the emotions for others. This
involves self awareness, self regulation, motivation, empathy and social skills of people. This
plays an important role in person life and in organisation for understand or manage their
emotions. The present report is based on the case study which is based on Australian hardware
company “ Wollongong, NSW”. This will shows case study based question and reflection of
work in the role play. This will be support by e-mail screenshot for measures evidence in proper
manner.
MAIN BODY
TASK 1
Reflection
I have many of the time face and felt stress at the time of performing task and my role at
workplace that has affected me and mu quality of result which has not good for me. It had been
often by three major instance like:
 First huge workload which has caused stressed among all the workers. This had gave
negative impact on workplace environment. In that I have to positive responded to
situation because I have need make efforts for grow business.
 Second due to weak and ineffective management, it has affect my feelings and self
esteem. In that I have building effective communication with management (Cottingham,
2016).
 Third lack of career opportunity, it had create the feeling of stress. In that I have to
discussed with the about the my part of the work and for my future in company.

Most of the problems and triggers are affect my performance at workplace. To manage that I
have kept the placed me in the position of doing something which I new and more contractive. I
have to make proper focus on my future so that have to look alternatives way to overcome issues
and had made efforts to identify existing capacity. I have also build strong network with people
who care about me and also encourage me.

Emotional intelligence
The behavioural modelling help to people in order to learn in the social setting by
observing the behaviour of others at workplace. This help to building good relation between the
employees and provides corporate culture for new employees.
The emotional intelligence plays an important in the success of each level of career and
improve outcomes of work. Management have need to increase efficiency to manage emotions at
workplace in effective manner (Information of emotional intelligence, 2018). For that manager
have to make efforts to improve self awareness and understand the mood and emotions which are
affect to people. Also, have need to identify the way your negative behaviour affect co-workers.
Illustration 1: Measures of emotional intelligence
(Source: Information of emotional intelligence, 2018)

That help to build strong self regulation and high level of integrity. To improve the self
regulation one needs to try to stay and involves in political, drama and conflicts.
TASK 2
Question 1
Suggest best way to respond to store manager and leadership behaviour.
Store manager has stress because their sales of timber and electrical department is down
due to competition has increases by trade contractors business. To avoid the conflict and stress
other manager need to effectively communicate with store manager to identify way through sales
can be increased in company. The manager is instead of showing anger on the department
manager, here is need to concentrate on the problem because in that not role of store manager.
For handle this situation store manage need to make more efforts in order to implement
leadership behaviour in positive manner. The positive leadership behaviour is implement by
theory needs to express joint rights or responsibility in order to minimize unnecessary
embarrassment. Also, promote the uses of choice and maintain proper disciplines. Always,
provide motivation to employees towards work because this help to build positive relationship
and effectively handle conflicts.
Principles of emotional intelligence.
The store manager is enable to effective handle the threat of the small business was the
main reason for decrease sales revenue of business (Dolev and Leshem, 2016). The company not
follow self regulation principle of emotional intelligence and they has verbally attack others and
take instant decision which has wrong. This decision was not controllable thus it has create
negative environment at workplace. For that, manager have to identify most important vales of
organization and need make clear idea for work with effective emotional intelligence principles.
Manager should develop self awareness, self regulation, motivation, empathy and social skill
those are the principles of emotional intelligence. Manager have to motivate their employees
time to tine and have to connect with emotions of other people.
Store management should have communicate
In this case manager should have to build awareness about the situation rather than
shouting on the department manager. Here, they should act and discuss about the issue and make
efforts to identify the way through that issue is solve in effective manner. The behaviour of store
manager gave negative impact on employees and this can create distrust towards the company.

The management have to communicate all the expectation to employee in the positive way.
Manager should take honest feedback form workers that will help to know about the problems
and issues which has been generated in company (Jafri, Dem and Choden, 2016). They have to
provide meaningful work for team members during their transition.
Question 2
Two examples of possible misinterpretation of behaviour and expression.
In context of a diverse workplace the possible misinterpretation of behaviour and
expression is the personality traits. Most of the people think I am right, they are wrong and
rubbing people wrong side. Second, is people is not engage with other due to different in custom
as some culture avoid the specific food and drink as well as have different style of preparing
food. Those are the possible misinterpretation of behaviour and expression which has create
conflicts at workplace and stress among the employee.
Explaining to employees to come with the issue culture
There has the various culture difference which has happens at workplace and one of
leading the high family priority which may many of the time create issues and problems at
workplace. Here, is employees and staff member need to considers the culture difference is the
effective and main reason of misbehaviour at workplace. This is not appropriate and unlawful to
treat employee differently on the basis of culture difference. In that management have to
communicate with employees and their needs from workplace (Mathew and Gupta, 2015).
Manager understand their needs and make changes in behaviour by culture and effectively
coordinate with them in proper manner. Make company environment as per she's needs and try to
involve she in their all parties. In order to resolve this issue manager and leader have need to
increase awareness about different culture.
Team can raise their awareness of culture expression and promote effective communication.
Here is team member have need to increase awareness of culture expression and promote
effective communication in proper manner. For that worker in the free time require to make
efforts in order to increase culture knowledge to create understanding. They can celebrate
traditional festivals and holidays as per their culture and observe or listen to foreign customers
and colleagues (Serrat, 2017). Employee have to shows the positive behaviour at the time of
communication which is highly help to identifying ways to worker for saying thinking and asked
some question which is unclear for them.

Question 3
Focus and identify the how employee with relevant principles of emotional intelligence.
In order to make focus and identify the feeling of employees management need to follow
and show the empathy where need to aside employees own emotions. The leaders and manager
with empathy which is the principle of emotional intelligence has the effective and best quality
to put himself in situations that is help to develop effective team at workplace. Also management
be emphatic to build trust and loyalty of a team members. For that management also can take
view the problem from perception of employees and use best or effective techniques for
developing best team. On the other side, motivation is also help to employee boost by
understanding their feeling.
How knowledge help to understand the employee better and adopt their emotions.
There are different knowledge and aspects are help to understand employees in better and
effective manner by adopting emotions response. Like the personality of people and body
language as it help to understand the situation in proper manner. That is effectively help to make
better aspects in order to understand employee work and emotions. In that management need to
respond their feelings in positive manner (Mayer, Caruso and Salovey, 2016). For that every
manager have to needs to adopt different learning style and make decision which passes to
employee as well as permit to be the part of decision by using autocratic leadership style. Those
learning style are visual and physical expression. The good leaders is create a good working
environment where employees succeed and recognize workers learn and process information to
attain success.
Awareness of own feelings as per your and employee needs
The good and best leader able to create positive working environment for success of
employee and recognize that workers learn and process information to attain success of
company. At the same time, they can organize training with others here they needs to identify
idea that help in learning effective manner (Saddiqui and et.al., 2018). For yourself, manager
have to build and increase awareness and be the self regulation towards understanding emotions.
With the help of this manager is able to make positive environment with proper knowledge of
work and able to build good relation. For employee need to motivate them this help to increase
coordinate with other team members.

Question 4
Relationship between emotionally effective people attain business objective
The relationship between emotionally effective people and attainment of business
objective are effectively plays their role in business and objectives. The people who are
emotionally effective build the good relation with the other employee which is helps business in
order to attaining goals and objective because they are able to understand work quality.
Emotions impact on decision making
Effective understand quality of work is promote better result of work for their part of
work (Mulet Arasa, 2017). They can avoid anger and rust that help to them in order to make
quality of decision as per analysis the complete situation before taking proper decision of work
and have to avoid biased situation.
Possible process of decision making
Here, is manager need to set schedule of work and set priority for each activity to guide
employee in relation to their part of work. Process of decision making is as follow:
 Identify the decision
 Gather information
 Identify the alternative
 Weight the evidence
 Choose alternative
 Take action Review the decisions
Policies, procedure and legislation
There are various law which are need to followed by company to create supporting
environment and culture in safety of staff is on priority. For that company have to implement
health and safety policy at workplace. This provide proper work safety at workplace to
employees like technology uses and compensation against of injuries. Also, help and support the
staff and the efforts for working with the staff in order to handle potential stress need to be made.
OHS/WHS legislation
The occupation health and safety legislation OHS is help to identify hazards and problem
at the workplace and those who are arising risk at workplace (Rezvani and et.al., 2016). This is
also help to control those risky factors by managing regardless of their size and activity.

TASK 3
Participate in the coaching role play
Employee are the proper resources of the company so their emotions are need to be
considers and manage effectively by organizing proper training and motivational program.
Manager: asked whole staff who will be the responsible for work that is giving coaching.
Employee said: the Pat is one leading and most efficient employee of the company.
Pat: i'm no I am not best for that.
Employee: Company need to promote them because perfectly able to guide other in appropriate
manner to serves the customers in the better manner. Pat, you have has the ability to perform
well in each situation to understand emotions and challenge those who are work wrong and
unfair.
Manager: Yes, yes …!!! good He also have the good communication and leadership skills which
are help to building good employee and customer relation with the other employees of the
company (Ott and Michailova, 2018).
Suddenly the hardware manager entered into the room and said
I show you score card of Pat work's
Scorecard Pat performance
Perspective KPI Target Results
 Peer evaluation 9/10 70%
Internal process Sales and expenses Completion Completion
Other employee Training
360 evaluation
combined
100 hours
9/10
7 hours
80%
Hardware manager: That is help to serves customers in effective manner. Emotional
intelligence of pat is also help to identify current strength and weakness for serving customers as
well as having good internal communication and successful marketing strategy.

Employees: He made good marketing strategy which has done by taking small business
contractor business of plumber and electrical business. The market strategy help to him in order
to attaining target and business objectives.
Pat: my main and strong strength, have the good knowledge of product and good relation with
customer who are existing in marketplace.
Complete coaching plan
Planner of coaching (GROW model)
Phases of coaching Activities and question
Introduction Training and coaching is most important part of employee life because
this provide the proper learning and opportunities to develop their skills
for work. This is also help to manage conflicts at workplace by building
relationship with employees.
Pat says in absence of me, creating the feelings of motivation among
other employee. Use balance scorecard which has provide proper
information of target and desired result through assists sales.
Conducting 360' analysis pat is not able to build relations with
employees. Due to more work he is not able to give more time to
training program which was also creating negative environment.
Goal  To get promoted as the team leaders within the year.
 To build good and strong relation with each employees.
Pat have experience which create great opportunity for him.
Reality He have to look at the current reality:
 To effectively attained the desired target with increase required
skills to be the team leader.
 To attain managerial position needs to make the effort to
develop the skills for effectively handling team in proper
manner.
Opportunities Pat have two opportunities with this work are as follow:

 Have option to lead effective team
 Opportunity to handle overseas customers
Will The pat need to work with small project and team in order test their own
skills. He has role to increase is he perform well and effective with their
current team needs to review their performance.
CONCLUSION
From the above study it had been concluded that the emotional intelligence had plays an
important role for performing effective at workplace in effective manner. It had been concluded
that the building good relation with the other employees that have help to developing career
opportunities. This had provided the proper knowledge of effective leaders must have good
understanding of the ways for effect of emotions on performance on the other workers.