Emotional Intelligence in Leadership: Case Studies and Role-Plays

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BSBLDR501 Develop and Use Emotional Intelligence
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Contents
Assessment Task1 Written questions........................................................................................................ 3
Assessment Task2- Emotional Assessment................................................................................................ 9
Assessment Task 3- Case study............................................................................................................... 16
Assessment Task 4- Role Plays................................................................................................................ 19
References................................................................................................................................................ 21
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Assessment Task1 Written questions
Question1 Explain why emotional intelligence is an important quality for a
manager.
Emotional intelligence is an essential quality for a manager as it maintains the emotions of the
organisation. The emotions which are around will also manage by the emotional intelligence.
With the use of emotional intelligence, the manager is able to handle several relationships (Van
Deursen, et. al., 2015). The social networks are also become expand by emotional intelligence.
Emotional intelligence is also used to inspire other people who are beneficial for the manager. It
also helps to understand the leadership and help the manager to lead the people in the
business organisation.
Question2 Discuss each of the branches in the Four Branch Model of Emotional
Intelligence developed by Salovey (1997).
The Four branch model of emotional intelligence includes four branches related to the emotions.
These four branches are described below-
 Emotional perception and expression
This branch includes the ability to recognize and show feelings and emotions. Like the
ability related to self-awareness and the ability to become emotionally literate so that one
can recognise the feelings of others.
 Use of emotions
In this branch, the use of feelings is described. The ability to think about the feelings of
others and the ability to use the feelings in decision-making is basically known as
emotions.
 Understanding emotions
The emotions can be understood properly in this process. The process of changing the
emotions also described in this branch. This branch includes the ability to understand
the purpose of emotions and the relationships among emotions, emotions which lead to
the behaviour, the relation among thoughts and feelings
 Emotional management
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This branch is used to manage emotions for personal and social growth. This includes
the ability to take responsibility for feelings and happiness. The helping of others is also
identified in this branch.
Question3 Explain the five key principles of emotional intelligence as defined by
Daniel Goleman.
The emotional intelligence has 5 principles which are described by Daniel Goleman :
 Self-Awareness
It is used to identify own emotions which is the most important part of the emotional
intelligence. This can affect your own actions and emotions of other people.
 Self-Regulation
As per the awareness of the emotions and the influence on others, the emotional
intelligence needs to self-regulate and managing the emotions. This does not say to
hide emotions and feelings.
 Social skills
The social skills also come in emotional intelligence as interacting with others is also
important (Grrenberg, 2015). The feelings of others also come in the part of emotional
intelligence.
 Empathy
Empathy is the process to understand the feelings of others. It is also related to
emotional intelligence. The other emotional states are not involved in this process.
 Motivation
This also plays a role in emotional intelligence. The motivation can help people who are
emotionally intelligent, and they need to fulfil the other needs.
Question 4 The Genos Model of emotional intelligence involves six core skills.
Summarise the six core skills.
The six core skills of emotional intelligence given by Genos Model are described below-
 Empowering: This skill is related to the empowering the other emotions and maintained
them at the best level so that emotions are not affected.
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 Present: This skill is related to the presence of the emotions so that the other feelings
can easily understand.
 Empathetic: This skill is related to the other feelings that mean the ability to understand
and share the other feelings and emotions.
 Genuine: This skill is related to the right thing related to the emotions of the people. The
genuine feelings of others are matter in this core skill.
 Expansive: This skill is related to the relaxation and frank communicative with the other
people. This skill is related to other emotions.
 Resilient: This skill is related to the emotional intelligence that is used to recover quickly
from many situations that affect the people.
Question5 Discuss the concept of emotional intelligence and its importance at
work. Address how emotional intelligence can be used to meet business
objectives and build relationships in the workplace in your response.
Emotional intelligence is very useful in the workplace and it helps the business to achieve its
objectives. Emotional intelligence is the capacity to understand emotions and feelings. This can
maintain employee satisfaction in the organization which helps in achieving objectives of the
workplace. The skills of emotional intelligence are used in the human resources of the
workplace (Joseph, et. al., 2015). By analysing the emotions of others, the relationships among
the workers of the workplace also become better.
QUESTION 6 Read the case study and answer the question below. The case study
of emotional intelligence: Why did her staff member leave?
The General Manager, Kimberley, told the other managers in a meeting that one her staff
members had left. Kimberley told them that the employee was valuable and she depended on
her greatly. When Kimberley asked her why she was leaving she said 'I don't feel appreciated'.
Kimberley was dumbfounded. ‘Did you ever tell her?' one manager asked. ‘No', she said. ‘I
thought it was obvious.'
What could Kimberley have said to her employee? Discuss your response in
relation to the Genos model and the core skill the case study relates to.
The Kimberley said another employee that it was obvious. The employee had left the
organisation but it is very important for the organisation. The empathetic core skill is related to
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this process that is related to understand the feelings of others which can maintain the relations
from them. This skill can manage the employee and then the employee not left the organisation
if the empathetic skill is used (Nijorge and Yazdanifard, 2015). The case study is related to the
empathetic skill which needs to maintain the other feelings.
Question7
Describe how a person with low emotional intelligence would respond to this
situation.
The person with low emotional intelligence did not understand the feelings of senior manager
and directly tell them about his poor performance in the organization which makes the manager
uncomfortable and distracts their work. This can hamper the overall environment of the
business organisation. The low emotional intelligence people cannot understand the other
emotions.
Describe how a person with high emotional intelligence would respond to this
situation.
The person with high emotional intelligence has highly managed the situations by taking care of
other feelings and emotions. The high emotional intelligence people tell them wisely about his
poor performance in the business without affecting his feelings. This can help them in
maintaining and increasing the better performance of the manager (Schutte and Loi, 2014). The
manager is improved by using emotional intelligence factors.
Question 8 Below is some common situations in which employees feel anxious,
scared, angry or sad. Enter a response that is likely to trigger fear and a response
that is less likely to trigger fear
Situation Response likely to trigger
fear
Response less likely to
trigger fear
Lisa makes a costly mistake
at work
Emotionally response No fear
Katie is about to make a
presentation to the senior
management team and is
Physically response No response
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worried it won’t go well
It’s Melisa’s second month on
the job and she seems to
have a hard time learning and
remembering the job
Physical response No fear
Wayne reports to you that a
fellow worker has been
bullying him about his
sexuality.
Mentally response No response
Marissa just ended a call with
a customer and seems very
frustrated and angry.
Behavioural response No fear
QUESTION 9 Discuss how you can communicate effectively in a diverse
workplace with people from varying cultural backgrounds that express emotions
differently to you. Select three cultures and give an example for each of how a
person from that culture may respond emotionally if a manager were to give them
outstanding feedback.
The three cultures related to workplace situation are discussed below-
 Leadership
This workplace culture revolves around leadership both existing and rising. This culture
is highly implemented with the process of emotions. This culture is emotionally
responding to the feedback.
 Customer Service Excellence
The culture of customer service excellence is also affected due to emotions. This culture
can increase the workplace process.
 Sales
The sales culture can increase workability and manage the culture process.
QUESTION 10 List four factors that are important in cross-cultural
communication.
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The four factors that are important in cross-cultural communication are described below-
 Cultural Identity
The culture describes the values, beliefs, attitudes, and way of doing things by which the
person brings from a particular place. The communication is highly affected by these
values and attitudes (Wan, et. al., 2014). The differences in cultures also impacted as
each and every person have some different values and practices.
 Racial Identity
This refers that the process of membership of an individual to interact with the co-
workers of different races.
 Ethnic Identity
This includes the process of interaction among workers belongs to two different cultures.
This includes ethnic identity.
 Individual Identity
This can highly impact cross-cultural communication. The process of how a person
communicates with others from different cultures.
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Assessment Task2- Emotional Assessment
Screenshot of Personality Test
1. Discuss your ratings for each of the five factors as identified in the personality
test results. The discussion should include your score for each of the factors and
how you rate on each factor, as well as your strongest personality trait as shown
by your highest score.
The personality test results include five factors. These factors are related to the emotional
intelligence that includes the emotions and feelings of other people. The five factors of the
results are:
 Openness to experience
The openness nature of the results gives a low rating that means it shows a lack of
openness. The rating of openness to experience is only 1.
 Conscientiousness
The conscientiousness rating is at a normal level as per the personality test. The
personality test shows that the conscientiousness is at level 11. It means sometimes one
can do their duty well and in a proper place. This factor is also not at a high level.
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 Extraversion
The extraversion factor is an important factor that shows the extrovert nature of an
individual. As per the result of the personality test, the extraversion is at level 17 which
shows that it is better but not best (McCleskey, 2014). The extraversion helps in
managing the emotions but the individual gained only 17 rating.
 Agreeableness
The agreeableness is a factor that includes the nature that agrees easily on any factor.
According to the personality test, the agreeableness is approx. Nil in the test. The rating
of agreeableness is level 1. This is a very low rating and it needs to be improved.
 Natural Reactions
The best ratings have come in the natural reactions which shows the level 39. This is the
highest rating in the whole personality test. This part is related to natural reactions.
2. Reflecting on the results, what stood out for you in terms of what it tells you
about yourself as a person?
As per the results of the personality test, the natural reactions are stood out for an individual.
This is the very best rating in the personality test (Mathew and Gupta, 2015). It tells about the
person that he is reacted naturally in the emotions of the other persons. The natural reactions
are highest in the personality test.
3. Thinking about the questions asked as part of the personality test and your
learning’s as part of this unit, discuss five of your emotional strengths.
As per the questions asked in the test and as per the learning f this unit, the five major strengths
are:
 Ability to understand the emotions of other people easily.
 Ability to help others and do not insult them and hurt their feelings.
 Ability to manage the emotions and approach others in the work.
 Ability to find comfortable around people. This can increase my interaction process.
 Ability to handle different task methodically. This is the biggest strength related to
different work.
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4. Thinking about the questions asked as part of the personality test and your
learning as part of this unit, discuss five of your emotional weaknesses.
As per the personality test and learning of this unit, weakness was identified which are
discussed below-
 Trust easily to other people. This can hamper the emotions of the person.
 Fear of many things regarding emotions. This can create mismanagement in emotions.
 The biggest weakness is that I break rules regarding workplace methods.
 The feeling that I am unable to do things. This is also a weakness so that many things
cannot be done easily.
 The factor of not easily annoyed towards the people.
5. Discuss how you believe the emotional strengths you have identified above will
help your workplace performance and relationships.
As per the analysis of the above strengths, it has been clear that these emotional strengths can
help in maintaining workplace performance and relationships (Mortan, et. al., 2014). These
strengths can create better relationships among the employees of the workplace and increases
the performance of the workplace. These strengths can help to manage the emotions of the
people and increases the comfort ability for the people. All these can directly affect the
performance of the workplace.
6. Discuss how you believe your emotional weaknesses could hinder your
workplace performance and relationships.
By analysing the weakness in the personality test, it has been clear that this weakness can
hinder workplace performance and relationships. These weaknesses are related to the fear and
trust issues that mainly affect the relationships with the employees and they hamper their work.
This shows that emotional weakness can affect workplace performance and relationships
(Liunghlom, 2014). The main weakness is related to the rules breaking which means it can
affect the relationships with the manager and it decreases the performance of the workplace.
7. Complete the following table about personal stressors at work. Identify sources
of stress most likely to result in workplace stress for you, your stress response
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and actions that you can take (or have taken) to manage stress. (You will need to
recreate this table in the word processor.)
Personal Stressor What is your stress
response?
Action to address
Fear from the things Emotional Do the works which create
fear
Heavy workloads Physical Manage work according to
time
Job insecurity Behavioural Always do the quality work
Long hours Physical Do work at a flexible time
Tight deadlines Physical Increase the speed of doing
work
8. Review the following list of needs and choose at least three from the list that
most trigger your emotions when you don’t get these needs met. Consider this
question in the context of the workplace.
Need and why this need is
important to your work
What is your emotional
response when this need is
not met
Emotional control mechanism
Freedom
This need is important as this
need gives reliability in the
work and makes the work
easier.
Anxiety The emotion can be control by
managing the work in an easy
way.
New Challenges
The needs can affect the
process of the work and
increases the ability to do
work in a proper way.
Sad This emotion can be managed
by relaxing the mind and
remove thoughts related to
the need.
Safety
This is an essential need as
this creates safety in the work
Anxious This emotion can be managed
by doing work properly.
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