Diploma of Leadership: Emotional Intelligence Assessment Task 2

This assignment, designed for a Diploma of Leadership and Management course, focuses on assessing and developing emotional intelligence (EI). It requires students to research EI tools, such as assertive communication systems, and analyze their strengths and weaknesses through self-reflection. Students are prompted to apply an EI tool to themselves, detailing their emotional strengths and weaknesses with anecdotal examples. The assignment also involves identifying workplace stressors, describing emotional responses and coping strategies. Furthermore, students must gather EI feedback from colleagues, develop improvement strategies based on the feedback, and identify behaviors that model good emotional management. The assessment covers both personal EI and the EI of others through a case study, encouraging a comprehensive understanding of emotional intelligence in a leadership context.

BSB51915 Diploma of Leadership
and Management
BSB50215 Diploma of Business
BSBLDR511 - Develop and use emotional
intelligence
Task 2

Questioning Assessment
Candidate Instructions
Youwillcomplete questions for purposesof formalassessmentas per the questions outlined in the questioning record below, and
any additional probing or clarification questions required by the assessor.
The Knowledge Activity is designed to confirm your competency for all the required knowledge in the unit of
competency.
Task Details
There is no restriction on the length of the question responses, or time restriction in completing the
assessment.
It is anticipated that the assessment will take approximately 6 hoursto complete.
The assessment may be re-attempted on two further occasions (maximum three attempts in total). All assessments must be
resubmitted 3 days within receiving your unsatisfactory grade. You must clearly indicate “Re-submission” on your
resubmitted work.
You must complete all questions unassisted by the assessor or other personnel but may refer to reference
material as may be needed.
All questions must be answered satisfactorily for the assessment to be completed satisfactorily.
For any assessment conducted that is incomplete, or without satisfactory performance, the assessment
will need to be completed again after further training support. This may be simply to focus on question
areas not achieved in the prior assessment.
Evidence to be collected
Answer the activity in as much detail as possible, considering your organizational requirements.
In undertaking this assessment task, you as the candidate are providing consent for your work to be
reviewed for the purposes of formal assessment in the unit(s) of competency. If you have concern
regarding this permission, please discuss this with your assessor prior to undertaking the task.
Objective To provide you with an opportunity to show you have the required knowledge
for this unit.
Candidate Declaration

Your trainer and assessor will be grading your work and provide you with constructive feedback
on the Learning Management system.

Task 2 – Performance and Skills Assessment
Part A – Reflect on Your Own Emotional Intelligence
1. Research 3 different tools, techniques or systems for identifying an individual’s
emotional strengths and weaknesses.
a. Write a report on each giving a brief history and background on the system
and make a recommendation on which one the three would be best to use
with the personnel at your work and why. If you are not currently working,
you can base it on a company you used to work at or a well-known company
you would like to work at in the future.
b. Ensure you properly reference the ideas you draw from the published
sources you have researched (300 to 400 words)
a. Background and history of assertive communication system
The existence of Assertive communication system inthe middle of last century, it was related to
professional practices so that individual’s employee control or maintain their emotional intelligence
at workplace. In 60s, when humanistic psychology appeared on the stage of history, developed
interest of people towards motivation, self-assertion and development of personal growth. At that
time, it has begun to examine in relation with emotional intelligence. Afterwards, 80s and 90s, 21
century, it has rapidly increasing the assertiveness as meaning of strengthening the individual’s
emotional intelligence. In order to achieve its personal fulfilment.
Research three tools, assertive communication system for identifying emotional
intelligence
There are different types of emotional intelligence tools such as motivation, self-
awareness, social skills, empathy and self-regulation. These are considered commonly used
tools that mainly applicable within individual’s emotional intelligence to identify their
strength and weakness.
According to me, emotional intelligence is based on the ability to use, understand
and manage their own emotions in both positive as well as negative manner.
I have been selecting the self-awareness and Assertive communication technique or
system that help for identifying their strength, weakness. I have believed that
identified on the basis of their express ability in both positive as well as negative
manner. That’s why, I just wanted to recommend for adapting this tool which
always support for improving the current state of individual emotional intelligence.

For Example:-If I have worked with Australian company so that recommend other
people for consideration of three different emotional intelligence such as motivation,
self-awareness, and social skills. I have realised that support for own ability in context
of emotional intelligence, examined the strength or weakness. In this way, it help for
inspiring to improve their own intelligence ability in future. In additional, if I will try to
do work with particular company so as adopting all essential emotional intelligence
tool, system. It will support for me to stable the position and control their emotions
according to the business situation or condition.
b. I have been completed the research on individual emotional intelligence,
implementing the different tool or system to identify own ability, strength and
weakness. According to me, self-regulation, empathy, awareness and motivation
are adopting in daily lives. I have analysed that provide the brief idea about the
emotional intelligence where how it can easily handle complex situation in the
workplace. I have realised that these become useful for both professional as well as
personal growth and development.
2.Apply one of the emotional intelligence tools you have researched in Q1 to yourself, then
write a self-reflection on the emotional strengths and weaknesses the tool reveals to you.
Ensure that your self-reflection covers three (3) strengths and three (3) weaknesses and
includes anecdotal examples of your behaviours and the underlying emotional strengths
and/or weaknesses. (400 – 500 words)

When I have applied the emotional intelligence tool such as self-awareness, this is the most
effective tool in context of emotional intelligence in order to provide brief idea about own
abilities or capabilities.
i have focused on the individual people behavior in context of both work as well as personal lives. Self-
awareness is one of most effective tool in emotional intelligence. According to me, No matter what type of
situation but I have focused to consider the self-awareness in the workplace. Usually these feeling is
becoming more hopeful as well as optimistic for me where I have measured the greatest strength, weakness
in both professional and personal lives.
According to me, emotional intelligence tool such as self-awareness, which primarily
adopting within professional live where identifying the suitable strength. In this way, I
have putting more efforts towards business growth and development. As I believed that
each and every thing depend on the certain condition where how I would have complex
situation. That’s why, I have tried to assume the suitable emotional intelligence tool for
representing the brief idea about individual performance.
Weakness
In my personal experience, I have been covered the three weakness in context of emotional
intelligence.
 In context of weakness, I have a lack of self-awareness, difficult for finding the
happy environment but at some point, it become difficult for me to be productive.
 Sometimes, I could not overcome complex situation because of extra emotions that
become a weakness of emotional intelligence.
 I have a weakness when not overcome the difficult situation and feeling disappoint,
nervous.
These are consideration of three personal weakness in context of emotional intelligence.
But afterwards, I will try to overcome own weakness and convert into greatest strength.
Strength
I have been sharing the strength of self-awareness tool when I have been using both professional as well as
personal lives. Other colleagues are encouraging me to consider self-awareness tool as emotional
intelligence(Emmadi, 2019)
. In this way, I have ignored the negative feeling and so much emotions. I always tried to
focus and keep calm.
 Self-awareness tool is helping for me to build up own confidence level and handle
critical situation effectively.
 When I have developed the ability through tool to interact with managers and also maintain the
confidence level in step by step manner. I have sharing the positive aspects of organizational in term
of growth and development.
 Self-awareness tool is changing the behavior, nature and attitude towards emotional
intelligence. I have taken important decision regarding the business growth and
development. Through this tool, I have already established the better position in the
workplace, while communicating with other colleagues in order to resolve conflict
among them.

By consideration of suitable example:- Anecdotal can be used when observation, telling
about the story of behaviour, attitude. Similarly, using this Anecdotal to represent the
person past experience. When a person start to participate into different activities in the
workplace. Afterwards, it can be reached to the conclusion that commonly used Self-
awareness emotional intelligence tool in gathering all strength, weakness, behaviour and
attitude of individual person.

3. Consider 3 stressors you experience in your workplace and complete the following:
a. Describe the 3 stressors you experience in the workplace (40 words)
b. Describe the resulting emotional states and how you respond. (60 words)
c. Describe one strategy for dealing with the stressors. (40 words)
a. I have been experienced about the work-related stressors. I have faced three
different stressors such as pressure of workload, stress of conflict among
employees, job security stress. According to me, these are most commonly stressors
faced by me in the workplace.
b. When I have experienced different stressors in workplace, but they have directly
affecting the emotional condition or situation. Generally, I have realised that
increase nervousness, disappointment regarding productivity (Pacheco, Reyand
Sánchez, Álvarez, 2019). But afterwards, I have controlled such stressors to adopt
the self-awareness tool, Assertive communication system. This will help for me to
improve own ability. In this way, it will be developing positive attitude, behaviour.
c. When controlling the stressor use stress or relax technique that mainly deal the high
stress level. This technique will provide the relax mind so that I have reduced own
stress level. By using strategy, I have concerned about the different complex
situation in order to resolve through own positive belief, thoughts and behaviour
4. Identify and describe one cause or trigger of a positive emotional state and one cause or
trigger of a negative emotional state at work. How can you use the awareness of these
triggers to control your responses and achieve positive outcomes, especially with respect to
your impact on others and their work performance? (60 words)
The positive trigger is the happiness. As being awareness of such emotion will be
attaining patience and assertivecommunication tool. This will be helping me out in
improve own capability andability.e
For the negative cause can be angerdue various personal issues. I have to take in use the
relaxationtechnique to deal high stress level. this will be helping me out in the to develop
the positive belief in negative situation.
5.Refer to Appendix A – Emotional Intelligence Feedback Form. Use this form to get
feedback from 3 people in your workplace (or 3 people who know you well). Ask them to fill
in the feedback form and return them to you.
 Get feedback from 3 people.

 Scan or take a photo of the feedback forms and upload with your
assessment.
6.Based on the feedback from question 5, describe 3 strategies to improve your emotional
intelligence. (60 words)
Acknowledge and appreciate emotions – There is need to have validation of own dreams
as key components of practising empathy.
Get confident in learning, there is need to haveimprovement in emotional handling. this
will be helpful in navigating uncertain situation withcertainty
Embrace self-awareness in order to recognize emotion and significantimpacts on
behaviours .
7. Describe 3 behaviours that you can model in your workplace to demonstrate good
management of emotions. (60 words)
The behaviours of mechanism coping- this will have inclusion of understanding emotional
needs, knowing the causes, shifting of focus and clam down.
Making the positive changes will look into to have different responses by changing the
environments. There will be promotion of beinghealthy and supportive environment to
feel wide array of emotions.
There is need to have understanding of emotions and practice self-care. there is need to
have regular counselling at the workplace.
Part B – Respond to Emotional Intelligence of Others (Case Study)
For this assessment task, you will read and respond to a case study by answering a set of
written questions.
Introduction to Case Study – Australian Hardware
Australian Hardware (a simulated business) is a large and expanding hardware and
homewares retailer with approximately 140 stores located across Australia. In its vision
statement, Australian Hardware states that it intends to ‘lead the hardware and home-
improvement market in Australia within five years’.
In order to realise this vision, the organisation intends to:
 build market share by focusing on the customer experience

 control direct and indirect costs through efficient internal processes
 establish the reputation of Australian Hardware as a socially and environmentally
responsible company.
These strategic organisation-wide directions are implemented from senior management
down, in the form of performance expectations for managers and employees at every level
of the organisation.
Australian Hardware realises that the success of the business rests on its people. For this
reason, the organisation insists that managers build effective teams by responding to the
needs of employees. Such needs include safety and security, fairness, flexibility, skills
development and self-actualisation. Satisfying such needs will allow employees to focus
more effectively on work tasks and customer needs.
In addition, Australian Hardware encourages managers to take a flexible approach to
meeting performance targets and to set goals in close collaboration with employees. To
implement strategic directions and advance Australian Hardware’s values, managers are
expected to lead employees by, first of all, modelling positive behaviours and attributes –
those they expect their employees to emulate and embody in turn. To lead and inspire
people, managers must demonstrate keen emotional awareness and promote positive
team-building behaviours in others.
You are the new General Operations Manager of the Wollongong store and you are ready
for a challenge. You are directly responsible for managing general sales and checkout staff,
administration staff and a human resources officer. You report to the Store Manager, who is
responsible for all areas of store responsibility (Timber, Plumbing & Electrical, Gardens and
Homewares departments and general operations).
Case Study - Scenario 1
Your Store Manager has had a stressful month. It is the end of the financial year and sales
revenue in the Timber and Plumbing & Electrical departments is down on targets, almost
certainly due to increased competition from smaller competitors for trade contractors’
business.
Just this week, the Store Manager held a meeting in which she yelled at all the department
managers and told you and them to work out a way to improve revenue. Obviously, the
outburst did not make much sense as the department managers, in such a large business,
do not have the capability to raise much revenue directly. This is because marketing and
distribution innovations that could have an effect are mainly a head office responsibility.

The Wollongong store’s inability to counter the threat from smaller, more nimble trade
suppliers has been the main reason for the revenue deficit. Naturally, the atmosphere
around the store and in the management, team is subdued, and a few managers have
discussed leaving the organisation; other managers have responded by pushing
unreasonable sales demands onto their sales staff.
You are now feeling pressure to do something: to act contrary to budget planning and cut
costs or to increase pressure on others to offset poor performance in other areas. In your
opinion, this leadership behaviour was disrespectful to all the managers, created
unnecessary concern about job security and undermined trust.
There has been a clearly negative flow-on effect down through the store, which is now
affecting people at a lower level. You are justifiably angry at the manager’s behaviour and
blame her for making a bad situation worse with poor leadership and poor emotional
awareness.
8.Review the case study – scenario 1 and answer the following questions.
a) Describe what you think is the best way to respond to the Store Manager’s
behaviour. Describe how you would model positive leadership behaviour. (60
words)
competitionis raised due to increase competitiveness from smalltrader. as I have major
responsibility to work with my team in positive manner to motivate them with making
them feel any pressure. I will work with team to make strategy which will be turning out
the better plan to increase the effectiveness and efficiency of employee andcompany
without any hassle.
b) Describe the principles of emotional intelligence that the Store Manager did not
demonstrate. (60 words)
As store manager have left out with major three principles forself-awareness,self-
regulation andmotivation.
 Store manager should have the ability to decode of her emotion.
 The store manager should realize ability to discuss the issue in appropriate manner.
 There is lack of motivation among the employees.
c) Describe how the Store Manager should have acted and communicated. (60
words)

Th store manager should be relaxing and discuss the proper issue with department
manager in effective manner. The store manager should realize that’s they are not able to
increase therevenue.These behaviours have related the negative impact on employee.
there is need to discus and help managetomake proper strategies.
d) Describe the connection between the Store Manager’s behaviour and store
morale. What is the effect the Store Manager’s behaviour could have on staff
performance? (60 words)
The Store
There was no clear connection between store manager behaviours and store morale.
Manager’s behaviour could have resulted into declined performance of the store as most
ofthe managers were tending to leave the organisation. The others werefeeling
pressurised andburdened to perform out of the way. This could have created a negative
workenvironment and hence resulted into declined sales performance of the store
business.
Case Study - Scenario 2
An employee has come to you with an issue involving a co-worker. In general, the sales
team is a cohesive team, but now a relatively new member of the team is rubbing people
the wrong way.
She never participates in drinks or other social occasions outside work. She never involves
herself in normal, day-to-day conversations about family, popular movies or culture.
The team is beginning to form the opinion that she is too aloof and doesn’t like the other
team members and is quite upset about it. On the sales team, it’s really important to be
able to feel a connection with other team members. When you feel this connection, you
know you’re able to rely on them – to relieve you when you need some personal time, feed
you information as you need it and help you serve customers.
You happen to know that the sales staff member in question is a valuable staff member with
good customer skills and product knowledge; however, as a foreign-born, conservative,
religious woman, she is having trouble relating to the other team members.
Many team-bonding opportunities involve activities that she cannot participate in, such as
out-of-hours parties, alcohol or confusing cultural references.
She is in a bind because she would like to be accepted as a member of the team, but when
all avenues to team-bonding are closed off, she feels stigmatised and perceived by others as
an unfriendly person.