BSBLDR511 Diploma: Develop and Use Emotional Intelligence Assignment

This assignment, submitted by a student, delves into the multifaceted aspects of emotional intelligence within a leadership and management context, specifically for the BSB51918 Diploma of Leadership and Management. The student begins with a SWOT analysis of their personal emotional intelligence, highlighting strengths in self-awareness and empathy, and weaknesses in social skills and motivation, followed by the identification of workplace stress instances and triggers. The assignment then explores emotional management, modelling workplace behaviour, and actions to improve emotional intelligence through self-reflection. A case study is presented, analyzing a store manager's behaviour and its impact, along with possible misinterpretations in a diverse workforce. The student addresses setting aside personal emotions, the importance of knowledge of learning styles and communication, and the needs of both the individual and the team. The assignment concludes with a discussion on the relationship between emotionally effective people and business objectives, decision-making processes, and relevant policies and legislation, including workplace health and safety standards. A simulated workplace scenario involving a coaching role play is also included, aiming to improve the performance and motivation of an employee.

Running head: USING EMOTIONAL INTELLIGENCE
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Name of the Student
Name of the University
Author Note

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Task 1:
1. Personal emotional intelligence
1.1 SWOT Analysis
Strength
My strengths concerning emotional intelligence is regarding two vital aspects. These are
Self-awareness and empathy. I am aware of my own abilities and I can identify with the needs
and wants of others. I can understand how far I can contribute towards any given. I am well
aware of the issues of others.
Weakness
My weakness lies in the field of social skill and motivation. Hence, I can say that I can
face significant issues while motivating others to perform better. I am hesitant to mix with people
in the very first instance.
Opportunity
The opportunity lies in the fact that if I am able to nurture all the aspects of emotional
intelligence, I would be able to perform better as a leader in the future. I believe there is
systematic growth opportunities once I am able to nurture better emotional intelligence within
myself.
Threat
If I am unable to develop higher levels of emotional intelligence I would not be able to
grow as an effective leader. This would be disastrous for my career in the consultancy firm.

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2. Identification of stress instances in the workplace
There were three instances of workplace stress that were experienced in the workplace.
Firstly, there was an instance in my previous working days. I felt stressed as I was unable to
understand the work requirements at the time. Secondly, at one time I was unable to achieve my
required target. This caused me to visit the higher manager. I became stressed as the feedback I
received was harsh. The third instance was at a time when I had an argument with my senior
manager. I was unaware of an unethical practice that I engaged in unknowingly. My senior
manager alleged I had done so on purpose. This created a sense of anger and defensiveness in me
against my senior manager.
3. Two causes that trigger personal emotional states in the workplace
Two significant causes tend to affect my personal emotional states. These are excessive
stress and workplace conflict. These are the major factors for which I need to be aware of and
keep my peers and subordinates aware at the same time. I need to be aware when excessive stress
can come at work and prepare myself accordingly. To control workplace conflicts I would need
to generate better collaboration with the managers and peers.
4. Emotional management and modelling workplace behavior
Workplace behaviors can be modelled through the use of behavioral policies.
Additionally, a friendlier workplace environment triggers better workplace behavior and
compliance. I provided my team with an effective session on managing own work by helping
other. This was done at a time when the team was divided into newer and older members that
needed more push to get along well with each other. The session was about team bonding and
teamwork. The model was based on managing own work while taking care of the fellow
employees at the same time. The model was about team work and effective coordination.

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5. Actions to improve personal emotional intelligence through self-reflection
In order to improve my emotional intelligence firstly, I would seek feedback from my
managers and also my peers concerning my emotional intelligence levels. Secondly, I would
learn more about handling workplace stress and emotional connections. I would study more
about the philosophical and psychological nature of work in organizational environments. The
third action I would take would be to create more communication with my peers and
subordinates. This would give me a more personalized relationship development platform with
the people that matter and I would develop a strong emotional intelligence outlook.
Task 2: Case Study
Answer 1:
Response to store manager’s behavior
The best way to respond to the store manager’s behavior would be a long and effective
feedback session. In this case the store manager would also need to be given an opportunity to
explain herself for her behavior. The best possible leadership model that can be used is
transformational leadership model. In this model the focus would be on the development of
emotional skills and the development of innovative leadership approaches.
Principles of emotional intelligence
The store manager did not display empathy. At the same time she also did not show any
self-regulation, which resulted in her outburst. There were simply no motivational factors that
were used by the store manager at the time. In essence she did not develop any understanding of
the situation and carried out a very forceful meetings that did not create any success.

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Store manager’s act and communication
The store manager needed to have more self-restraint and should have not given way for
the emotions to get the better of her. It was important that she focused on the building of proper
relationships with her subordinates. She should have taken a more effective meeting by
highlighting all the changes that were required. It is important to understand the value of the
situation that was at hand.
Store manager’s behavior and the store morale
The store moral was down definitely due to the way of dealing with the problem. The
store manager put unnecessary stress by over reacting to the situation. The connection was
important as it kept the morale of the entire store down. It is evident that the managers were
difficult to engage due to the act of the store manager. In short, the store experienced much more
negativity than it should have.
Answer 2:
Two examples of possible misinterpretations of behavior
Two possible misinterpretations for diverse workforces are misunderstanding the cultural
view point and misunderstanding cultural communication. In the case of cultural view point
people from different cultures might not be able to understand their view points. In the case of
cultural communication people of differing cultures might not be able to understand certain
cultural references.
Description of the employee
The explanation would need to be done on the basis of developing culturally inclusive
mindset. The employees would need to be advised to reach out to the new member by showing
respect for her culture. There is a need to develop a cultural bonding session that can

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accommodate the cultural differences of all the people that are involved in the process. It is
important that a special session is taken with the team and the new employee.
Discussion of raising awareness within the team
The team would need to understand more about the cultural dos and don’ts of the
employee. They would have to connect with the employee in the same way. It is important to
keep all the cultural competencies that can provide better scope for the development of essential
cultural competencies. The cultural values need to be imparted within the team.
Answer 3
Setting aside own emotions
I would need to practice self-regulation at this stage and treat this event in a more systematic and
effective way. It is important to understand that the people would need to interact more
effectively with each other. The most important areas of emotional intelligence would need to be
addressed.
Knowledge of learning styles, personality type and communication
The knowledge of learning styles, personality type and communication becomes very
important in regards to this process. This is because the employees are very aptly focused
towards their development. The employee would need to be integrated more effectively within
the team. Knowing his personality would help to understand the things that need to be done to
get him bond effectively with his peers. It is important to note that the employee would need to
change his attitude.
Adaptation and response:
i. My needs

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In case of my needs I would have to focus more on team bonding. Because, no matter
how better the given employee might perform his attitude can hurt the performance of the team.
This there is a need to know what the views of the employee are towards the peers. The team
cohesiveness would need to be create through my empathy and self-awareness.
ii. Employee’s needs
The employee would need to be given more time. There needs to be personal one on one
feedback sessions with the employees. The emotional needs would need to be address through
better empathy. The team management theories would need to be consulted in order to make the
employee understand the value of team and coordinated work.
Answer 4
Relationship between emotionally effective people
Emotionally effective people contribute more towards the attainment of the business
objectives. This is because they are more emotionally capable than the others to perform. Better
emotionally effective people are more effectively motivated.
Emotional intelligence in decision making
Emotionally intelligent people can take part in better decision making. This is because
they are emotionally sufficient to make decisions that take into consideration the needs of all
others. In this sense emotionally intelligent people would make better decisions as they can view
situations from a human level. Business objectives require fair amount of human effort. In this
case emotional intelligence works well.

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Processes of decision making
The first thing in this type of process would be to create an effective framework for
communication. The next thing would be to develop a better understanding of the situation. The
third important aspect would be to consider the targets that need to be set. The next step in the
process would be to create a strong performance target mechanism. The programs need to be
delayed and effectively planned.
Identification of policies, procedures and legislation
The Australian workplace health and safety standards would need to be adhered to very
effectively. The internal requirement need to be satisfied in this way. The external regulations
would be the environment oriented regulations. Thus, it is important that both the internal and
the external aspects are considered effectively.
Description of relevance of WHS legislation
WHS legislations become important in the case of organizational environment. This is
because apart from addressing the workplace aspects for safety they also address the need for
ethical frameworks. The managers implement the business decisions through the efficient
management of the policies that are in place to sustain the environment of ethics, emotional
motivation and safety at the same time.

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Task 3
Simulated workplace scenario
The following is a coaching role play that is to be implemented within an environment of the
given workplace.
Time: 1:30 AM
Place: Conference room
Coaching role play 1: Manager
The coaching session is being held to improve the performance of Peter. Recently, peter has not
been effective in the work that he does and feels highly demotivated. Peter has said that he can
leave the organization as he thinks he does not belong.
Questions:
1. What are the reasons you think for your poor performances?
2. Give the reasons why you fail to motivate yourself?
3. Are you feeling that the workplace is becoming difficult for you?
To improve the motivation of Peter and focus on the aspects that can help to effectively motivate
peter.
-Tell me peter what can make you happy in the work environment?
-How do you want to achieve the targets that are set for you in the future?
-Why do you feel greatly demotivated at work?

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Peter needs to be made aware of the performances that he has provided over the past months as
this can help him to understand his issues. The conversation needs to be done on a friendly
manner from the manager’s side
-Tell me Peter what is the factor that is contributing to your poor performance over the last few
months?
-You have not been able to effectively interact with your team members in the last few months.
What has been the reason behind this?
-You have not been able to meet the quality standards in multiple instances. Are you facing
crucial challenges for the work you do?
The opportunities need to be most effectively identified in this case. Peter needs to be made
aware that once the phase is over, Peter would emerge to be one of the best performers.
-Peter you need to interact more with the team members.
-They are important people considering the job that they do and they can effectively motivate
you towards doing your part.
-You need to identify your goals better in the organization.
-This session is designed to help you perform better at work.
-You would be able to be more motivated at the work you do
-You need to remind yourself of the actions that can result in greater value of your team and
yourself.
-All the aspects that motivate you can be provided by me.

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Coaching role play 2: Peter’s reply
I want to develop better relationships with my peers and subordinates and work with them
effectively towards achieving most important goals.
My poor performances have been because I have felt very low in the past few months. I have had
a hard time in the office and I think the motivational factors previously present were missing.
I would interact effectively with my teammates and cooperate in the work.
In the last few months I have been demotivated as I did had some personal family problems and I
developed some issues with some of my colleagues. This kept me from developing relationships
that can contribute toward my essential growth. Thus, I lost focus on work.
I want to gain better advantage in the future by understanding how my colleagues would like to
function. I would like to focus more on my essential growth in the days to come.
I would work with my teammates to perform better in the future. The session has been effective
in the determination of my weaknesses. This can help me to develop myself in the future.

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Manager: Hello, peter for the past two months your performance has been poor? You have not
been meeting the performance requirements?
Peter: I have been feeling demotivated over the past few months.
Manager: I want to help you to regain your motivation. What are the reasons you think for your
poor performances?
Peter: I believe there is a lack of coordination in my team. Some of my colleagues have
developed professional competition with me that I do not like.
Manager: Do you think competition is bad for you in the team?
Peter: Yes, I think when colleagues that were very close to me compete with me I feel
emotionally stressed. I also feel that the management is putting too much pressure on the people.
Manager: I would help you to regain back your confidence. As far as the colleagues are
concerned I will hold special feedback with the colleagues and you to remove all
misunderstandings. Be sure that we are going to ease down on the pressure after only one or two
more months as far as the management is concerned.