Emotional Intelligence Report: Managing Conflicts in the Workplace

This report analyzes the application of emotional intelligence in a workplace scenario, specifically focusing on a coffee bar experiencing employee conflicts. The student details communication strategies for managing conflicts, including conducting meetings, establishing clear policies, and fostering open dialogue. The report emphasizes the importance of cultural diversity, ethical values, and the development of trust and confidence among colleagues. It outlines processes for resolving issues, such as the use of an issue register, and highlights the significance of feedback mechanisms to ensure the effectiveness of implemented strategies. The report also proposes the establishment of policies and procedures to promote cultural diversity and ethical values, thereby creating a safe and inclusive work environment. Furthermore, it outlines the implementation of training programs and performance indicators to assess the success of the conflict resolution and team-building initiatives.

Student Details
EMOTIONAL INTELLIGENCE
STUDENT NAME
TASK 1 MANAGE IDEAD AND INFORMATION
1.1 Develop communication strategies for the achievement of work responsibilities
The employees at the Perfect coffee bar have been engaging in conflicts which violate the
company’s regulations. The company has not encountered such incidents for years, which is why I
have to take measurable steps to eliminate any chance as such from happening further.
Communication is significant in any workplace. Employees should communicate with each
other and their superiors regularly. The superiors and authorities must maintain
communications with their workers. This is the simplest way to remind the workers of their
work responsibility. For an employee, it is essential to follow the company’s rules and
policies in the workplace. Usually, the rules and policies include ethical policies, and anti-
discrimination regulations against anyone based on any of the following factors, age, gender,
ethnicity, color, etc. In this scenario, Jay and Amjad have engaged in conflict with each other.
As a supervisor, I must develop some effective strategies to build communications with them
and between them.
The first step would be to have a meeting with both of them. In the meeting, both of the
parties will share their versions of the incidents and I should listen to it carefully without
missing any details. Another important thing here is that a person should be designated to be
a part of this meeting to take notes in short points and paragraphs so that no details go
overlooked. As a supervisor, it is my responsibility to discuss the work ethics and to remind
them of their inappropriate behavior in the workstation. Both of the employees must
understand the anti-harassment policy enforced by the company and how they cannot
discriminate with each other or comment on each other because of their cultural difference or
different religious values1. Moreover, an employee cannot convey a rude comment to another
in a matter of dispute. After the meeting, there should be written emails from my side
1KamathSucheta, "Closing The Gap Between Potential And Achievement: Simple Executive Function
Strategies That Work" (2010) 4 Frontiers in Neuroscience.

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including the inappropriate behaviors and company’s values which it goes against.
Afterward, I must have one on one meeting with both of them separately and listen to what
they have thought about their actions and whether they realize their mistake as well as the
company values to not repeat it. It is my responsibility to create a serious, confident and
understanding environment in the meeting for both of them to understand that their actions
are not acceptable. I would also issue an official memo to ensure that everyone knows the
rules and I will make it available on the company notice board and website.
Purpose Duration Tea
Daily meeting To discuss about the perfect
coffee bar’s company policies
about harassment and
discrimination
45 minutes Jay
Weekly team meeting To resolve the conflict
between them via
communication
45 minutes Jay
Monthly team meeting To learn about how
employees can better handle
conflicts in the workplace
45 minutes Jay
Quarterly team meeting To discuss on how to build
work relationship
45 minutes Jay
One on one monthly meeting To conduct meetings for
ensuring that work
relationships are being
developed and maintained
12 weeks Jay
Six-month performance review To assess the implemented
strategies to ensure that
cdifficulties in workplace
have been identified,
managed and resolved.
45 minutes Jay
Twelve-month performance review To implement action plans for
employees to address any
difficulty
45 minutes Jay
1.2Develop team charter to ensure consultation
Sections Body Text Comments
Team purpose To promote safe, harassment-
free, anti-discriminating
workplace
Mission Objectives To communicate with all

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employees and educate them
on the company policies, and
to encourage them for
consultation with the shop
supervisor in case confusion
or experiencing conflicts in
the workplace
Roles and responsibilities
Supervisor
Communicate with the
employees, educate them
about the rules and
regulations and conduct one
on one and team meetings
Employees Communicating to the
supervisor about issues in the
workplace, be aware of the
company’s regulations,
understanding the policies,
having basic respect for other
workers regardless of their
beliefs and other differences,
abiding by the rules and
maintaining communication
to other as well
Consultation procedures Making own self aware of
the company’s policies,
communicating with other
co-workers and the
authorities, and attend the
meetings with the supervisor
and other superiors
Consultation strategies To be familiar with the
coffee bar company’s policy
about workplace harassment

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and conflict
To report any incident of
conflict to the supervisor
based on any factor or
harassment or discrimination
To avoid engaging in
conflicts and take help from
the supervisor to prevent it
To be present in the team
meetings and communicate
with everyone to be an active
part of it and reading the
official follow up emails or
memos on it
1.3 Develop processes to ensure that issues are resolved
The most effective manner to solve an issue is to map it in a certain format and come up with
several probable solutions that may work to solve it. There are some proficient processes to
do this. Having direct communication with all the parties engaged in the conflict and talking
to them one at a time should be the start of it. The common ground of both those employees’
conflict was their difference in religious beliefs which led to having disrespect for each other
without any solid reason. Besides, both of them had been involved in similar incidents before
which gives enough evidence to state that they have stereotypical hatred for each other and
rude behavior is a regular part of it.Amjad was late from coming back from recess and Jay
was waiting for him to come so that he can go out as well. This led to Jay being rude to
Amjad and yelling at him saying that he should not be in the company and the perfect coffee
bar should fire him. There was a communication gap between them which shows the lack of

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work relations in the office. An issue register is an efficient way to solve such issues in a
company.
No
.
Issue
descriptio
n
Affecte
d work
platfor
m
Urgenc
y
Responsibl
e party
Resolution Statu
s
Reporte
d date
Close
d date
1 Rude
comments
between
Jay and
Amjad
Perfect
coffee
bar’s
one of
the
shops
High Jay and
Amjad
Interacting
with both
parties and
making
them
aware of
the
company’s
anti-
harassmen
t and
conflict
policy
Fixed 08-09-
2019
10-09-
2019
2 Conflicts
due to
different
religious
beliefs
Perfect
coffee
bar’s
one of
the
booths
High Jay and
Amjad
Discussin
g the
cultural
diversity
policy
with both
parties and
how to
value it
Fixed 09-09-
2019
12-09-
2019

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1.4Facilitate feedback to the team on outcomes of the consultation processes
The perfect coffee bar has been stern and straight about their anti-harassment and cultural
diversity policies. Their purpose was to create a safe place for each employee to work in.
Due to the recent incidents of conflicts that violate company rules, it has been of utmost
important to inform all the employees of the conflict and its resolution along with the way I
am going to resolve all the upcoming issues like this. The best resolution is to develop a
consultation process through which any employee can have a face to face meeting with me to
clarify their doubts. Besides, they also must report such cases to me and the parties have to
have discussions and meetings with me to talk about it. The best way to know whether this
management system is effective or not is to judge its capability with the help of a
performance indicator. One of the key performance indicators is a simple chart containing the
following parameters, - measure, target, source, frequency. A stakeholder can be informed
about the number of work hours he is missing due to it or how it is affecting his work
performance. Besides, it is also possible to measure the number of times the company
resolved his issues. I will also measure it to explain to them that this is a service being
provided to them by the company like customer service. Most importantly, the employees of
the coffee booth can be involved in a regular based training program to increase their
knowledge on the matter and how they can resolve it by themselves or can prevent it from
happening. As a supervisor, I have to personally talk to them on scheduled times to know
their perspectives and resolve their queries. While the issue register is a conflict resolution
process, it can also be used to let all the employees know that the company and I are taking
serious measures to address this problem. The employee must know that this is a safe and
harassment-free space for them.
TASK 2 ESTABLISH SYSTEMS TO DEVELOP TRUST AND CONFIDENCE
2.1 Establish policies and procedures to ensure cultural diversity and ethical values are
followed
Policy to promote Cultural Diversity
It is crucially important for a company to promote and encourage diversity in its workplaces.
Cultural diversity is the most important here. The objective of such a policy is to recognize

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the differences of religions, ethnicity, race, and culture between people and practice policies
and procedures that embrace diversity and include it in the workplace. It is not important to
know a person is from which background as long as he is qualified and experienced for the
position. One of the major policies for cultural diversity is to recruit managers based on their
capabilities from any race, color, or culture. Thus, the employees will practice the same too2.
Apart from that, training is also a must for the employees in the beginning to accept the
diversified work environment and to achieve benefits from others’ experiences and
dissimilarities. The company must also be clear on the legal consequences a worker will face
in case of such actions.Perfect coffee bar has a detailed diversity policy that states and
promotes the same policies and regulations.
Ethical value policy
A company itself has to maintain a set of ethics in their practices to make it clear and stern to
its employees. Apart from that, the employees must receive training on this matter where the
company’s ethics and values will be identified and understood. The training must discuss the
probable behaviors in a workplace which the company finds unacceptable and inappropriate
and vice versa. The employees should also be aware of the implications for going against it.
And the management must develop and follow a protocol to deal with such cases.
2.2 Gain and maintain the trust and confidence of colleagues
There was a meeting held involving all the workers in the coffee booth to talk about
workplace conflicts and policies regarding it. The purpose was also to involve everyone in it
and listen to their perspectives, queries, and issues. We also discussed the cultural diversity
policy for every participant to understand and to reinforce it among them. It is essential to
make these meetings successful to reinstate the safety and values of each employee in the
work environment. I also put ahead some examples of workplace conflicts and drew some
probable resolutions to solve each of them. The participants were asked to be a part of this
activity and to propose which one they would choose as a supervisor. This way, it was easy
for me to get the idea that how much they understand the company’s resolution strategies. I
also took the time to ask each of them on their opinions on the matter and whether they have
encountered any bullying or rude comments in any workplace ever along with their feelings
2CerenOzgen, Peter Nijkamp and Jacques Poot, "The Elusive Effects Of Workplace Diversity On
Innovation" (2015) 96 Papers in Regional Science.

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about it. Thus every other employee could understand another’s perspective from being on
the receiving end. In the end, the participants were requested to fill out the participant session
feedback form. From all the submitted forms, it is clear that they are interested to know more
about this as well as they also learned something from it. Many of them also understood
others’ feelings by putting themselves in their shoes. But not many of them are willing to use
their understanding of other workers’ conflicts.
Very Much
So
Mostly Sometimes Not Really Not at All
I understood the content of
the session
Yes
I developed skills in dealing
with issues of conflict
Yes
I am confident in my ability
to deal with conflict
Yes
I felt engaged in the
session:
 the material was
interesting
 I had the opportunity to
give input
 I felt listened to
 my questions were
answered appropriately
Yes
Yes
Yes
Yes
The team leader was
inspiring
Yes
I am motivated to give
these new skills a try
Yes
I believe there is a level of
support to help me if
required
Yes
How could the session be
improved The team leader needs to explain the subject matter more
interestingly and in a simpler way so that everyone can grab the
concepts and fully understand.

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TASK 3 MANAGE THE DEVELOPMENT AND MAINTENANCE OF NETWORKS
AND RELATIONSHIPS
3.1 Use networks to build workplace relationships
R. 1 you must contact two appropriate contacts and submit evidence
Two parties are contacted for this step. One party will be the perfect coffee bar company
itself and another party will be another Australian coffee bar company the Sample Coffee
Pro Shop.
Recipient : The Company In-charge, Simple Coffee Company
Subject: requesting advice for maintaining relationships in the workplace.
Sir,
Good Morning! I am Charlie Brown, the shop supervisor of Perfect Coffee Bar. Our
company has been experiencing a few incidents in the workplace of conflicts. Two employees
have revently indulged in conflicts which violate our anti harassment and conflict policies.
The employees have been trained and interacted to by me to explain and reinforce these
policies to them. However, we are still lacking strtageis on how to build work relationships. As
per recent events, it has been highly necessary to train the employees and consult with them
to maintain work relationships in the coffee booth.
I will be highly homoured if you can shed a light on the matter as well as advise us about the
efficient strategies. With best wishes and regards,
Charlie Brown
Shop Supervisor
Perfet Coffer Bar
Recipient: Shop Supervisor, perfect coffee bar
Subject: recommendations of strategies to implement in order to maintain work
relationships
Sir,
Good Afternoon! I will be honoured to help you in this subject. There are certain
manners to build and maintain workplace relationships with each other. It goes a
long way in terms of productivity, problem-solving skills and avoiding unnecessary

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conflicts. The best way to do that is to interact with everyone around and especially
your desk mates. The next strategy is to identify the exact need of the employee
from all the work relations he has built and thus to move the relations further ahead
based on it. Appreciating a co-worker is always effective in this action as well as to
avoid criticizing a colleague behind their backs. Gossiping about other workers is
absolutely out of the question. An employee must always have minimal respect for
others.
I hope my suggestions will be helpful to the issues regarding your coffee booth
workplace. Please let me know if you require any more help in the matter. My best
wishes and regards,
William Shatner
Company In-charge
Sample Coffee
The email contains positive response along with profiecient strategies. An employee may
have difficulty communicating to another person. Therefore, as the supervisor it is my duty to
consult with him, identify his issues or fears and suggest eefective ways to overcome it. each
employee will hold a respectful atiitutde and relations towards each other which in result will
lead to a safe and secure workplace. If each member can avoid conflicts by practicing these
five simple strategies.
Recipient : The Company In-charge, Simple Coffee Company
Subject: requesting advice for maintaining relationships in the
workplace.
Sir,
I am hereby writing to show my gratitude towards you for your
valuable advices. I have understood each of your suggestions and
will implement strategies likewise to build work relations. Thank
you for giving us your valuable time. Warm regards
Charlie Brown
Shop Supervisor
Perfet Coffer Bar

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R 2. the outcome of the email exchange produces a minimum of five strategies to maintain
workplace relationships
It was my responsibility to spread this information amongst the employees and afterward get
their responses on it. the strategies I have drawn out from the sample coffee company, which
are – development of individual’s socialisation and interaction skills, identification of
relationship requirements, having respect for the diversity, appreciation for everyone’s
contribution and refrainment from gossip about a fellow employee. Many of them have
responded positively to it and stated that it will help greatly to feel safe, secure and
comfortable with others in the workplace. Some workers have put forth their inquiries
regarding it mentioning that they would like to acquire skills by consultation or counseling to
build work relations more effectively. One major question I received on the follow up is
whether they can avoid the person they have had disputes with in the past. Even though it is
not suggested as a supervisor, but this is also a way to prevent and avoid conflicts.
3.2 Conduct ongoing planning to ensure workplace relationships are developed and
maintained
R 1. develop an action plan
Actions Contacts Rationale Outcome Time period
Enforcing new
anti-bullying
policy
Supervisor To collect
information
about efficient
policies from
research
Providing a safe
work zone for
every member
2 weeks
Reinforcing
workplace
cultural
diversity
Supervisor To deliver
official memos
and emails to
remind and
notify everyone
on the existing
policies
Preaching a
diverse
workplace and
management
team
1 week
Reinstating
diversity policy
Supervisor To train every
employee all
together and
Practicing true
diversification
in all positions
3 weeks

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have them take
part in the
activities
Reminding
employees on
their course of
actions in the
workplace
Supervisor To clarify their
boundaries
while interacting
with another
person in the
workplace3
To prevent them
from having
conversations or
making certain
comments that
will violate the
company’s
regulations
3 weeks
Explaining the
benefits
employees can
have by
following the
company’s
policies and
ethics
Supervisor To make them
realize how
easily they can
build relations in
the office if they
are respectful to
everyone and to
inform them
about the legal
consequences
To avoid
harboring any
issue that may
lead to conflict
3 weeks
TASK 4 MANAGE DIFFICULTIES TO ACHIEVE POSITIVE OUTCOMES
4.1 Establish processes and systems to ensure that conflict is identified and managed
R.1 As a supervisor of the company, I have set a few measurable as well as achievable
indicators to judge performance and the arising conflicts. The indicators will measure the
3Donna Chrobot-Mason, "Developing Multicultural Competence To Improve Cross-Race Work
Relationships." (2012) 15(4) The Psychologist-Manager Journal.

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type of conflicts and the effective measures I have taken to resolve it. Each conflict will be
analyzed to find its common ground which will be mentioned to the conflict victims and
perpetrators to compromise with the situation and to not repeat it.
R.2 The victims of conflict will have direct meetings and brief discussions to address their
issues and their sides. These issues will be registered into the issue log or register. I will also
inform the victims about the steps he can take against the perpetrator and whether he is
willing to solve it verbally without going into any action plans. The victim can also report the
offender directly under the company’s rules and policies and ask the management to take
steps4.
R.3 I will also have face to face meetings with the offenders to know their sides and to
explain to them that they cannot continue doing it. The policies will be reminded to them
once and one chance will be provided to them to rectify their mistakes and accept the
colleague with his backgrounds and race etc. In further actions, they will be reminded of the
options victims have to take steps against them and the legal disputes and actions they will be
following due to their actions.
4.2 Implemented strategies to ensure that difficulties in workplace relationships are identified
and resolved
R1 There are possible difficulties that may arise while building work relationships. For
instance, an employee may not be able to interact as much needed and thus may not get the
help he needs from one of his co-workers. A worker who has minimal interactions with
others may not have strong bonding amongst his colleagues. So it becomes more likely that
he will not receive supports if anyone is bullying him or making rude comments on him.
Such difficulties can be easily addressed via essential employee-supervisor training. With the
help of the training, the employee can be explained and demonstrated how they can improve
their communication skills as well as how they can call out any violation without any
hesitation or worrying about support. He will also be informed to report to me in such a case.
R2. while conducting an informative session with the two employees Jay and Amjad, I have
maintained a calm, positive and open gesture towards both of them. I greeted the employees
4John R. Turner, "Team Cognition Conflict: A Conceptual Review Identifying Cognition Conflict As A
New Team Conflict Construct" (2016) 29(2) Performance Improvement Quarterly.

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by introducing myself and welcoming them to the session with a friendly approach. My
purpose was to make sure that there is no difficulty between them in terms of work place
communicatons and relation. So I cleared out the purpose of the session as well as the its
objectives. Our objective is to identify possible complications and to ensure that it was
resolved. The session will take 45 minutes. I have asked both of the members for
confirmation to start the session. In the session, I had to practice and behave the way I want
them to notice and behave with each other. I made sure that each of us share an understanding
and letting others talk without interrupting. The employees were informed to show respect for
each other. I also analysed what I heard, and gave my understanding of the situation and how
to act on it. I had also taken into account both of their sides of the story and opinions. My
tactic was to look for a common ground between them and to emphasise on it. both of them
are dedicated workers and they share the common faith for their religions. I also highlighted
on the part on how one will feel if treated similarly. It helped them gaining understanding.
But there were still some issues that are yet to be fixed. But I have taken notes and will be
working on it. I will also ask other employees and booth supervisors to weigh in their
perspectives and knowledge about it. I will be seeking help from others to receive
suggestions for solutions or I will be researching further to implement alternative solutions.
Each member in the sessions and within the booth will be informed about the issues and
resolutions. And they were also encouraged to ask questions and resolve their doubts.
4.3 Develop and implement an action plan to address any identified difficulties
R1 Difficulties Strategies
Having a problem with needful interaction
with co-workers
Utilizing the training provided by the
company and improving communication skill
Having issue due to language barrier or in-
fluency in the commonly shared language in
the workplace
Taking help of a translator or an employee
who is fluent in both languages
Being demotivated by a certain co-worker
which does violate legal policies but makes
effect on the employee’s performance
Addressing the problem with the supervisor
and asking for effective advice
If two employees are having issues maintaining a professional manner and work relations
with each other, it is important to intervene in the event and bring out the common factors or

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interests for both of them. Thus, they can start communicating with each other and build a
place to address their gaps and how to cap it by fulfilling it.Jay and Amjad’s incident is an
example which was driven by such difficulties.
R2
Recipients: Jay and Amjad, Employees of Perfect Coffee Bar
Subject: to ensure the difficulties are being addressed and identified
Dear employees,
I have further analysed our meeting session and come up with some additional strategies to
maintain and resolve workplace issues. I would like to request both of you to take some time
each work day over recess or short break periods to dicuss interests and other subjects outside
the coffee bars. This will help you overcome your differences. While it is not my decision to
have you bonded, but it’s in the best interest of all of us for you two be involved into
communications and in personal lives if possible.
Finally, I am requesting you for a follow up session on the previous subject. I will be looking
forward to your resonse. Warm regards
Charlie brown
Supervisor

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References
Chrobot-Mason, Donna, "Developing Multicultural Competence To Improve Cross-Race
Work Relationships." (2012) 15(4) The Psychologist-Manager Journal
Ozgen, Ceren, Peter Nijkamp and Jacques Poot, "The Elusive Effects Of Workplace
Diversity On Innovation" (2015) 96 Papers in Regional Science
Sucheta, Kamath, "Closing The Gap Between Potential And Achievement: Simple Executive
Function Strategies That Work" (2010) 4 Frontiers in Neuroscience
Turner, John R., "Team Cognition Conflict: A Conceptual Review Identifying Cognition
Conflict As A New Team Conflict Construct" (2016) 29(2) Performance Improvement
Quarterly