Leadership and Management: Emotional Intelligence and Decision Making

This report, focusing on a Diploma of Leadership & Management, addresses emotional intelligence in the workplace through a series of questions. It examines how a store manager's behavior impacts employee morale and performance, emphasizing the importance of empathy and cooperation. The report delves into misinterpretations within a diverse workforce, offering strategies for promoting effective communication and cultural awareness. It explores the application of emotional intelligence principles in managing employee emotions, adapting responses based on individual needs, and the connection between emotional effectiveness and business objectives. The report also outlines a decision-making process that considers emotional impact and identifies relevant policies, procedures, and WHS legislation. Finally, it includes a coaching session framework designed to enhance employees' emotional capabilities, incorporating personality testing and training to foster better decision-making and organizational commitment.

Running head: DIPLOMA OF LEADERSHIP & MANAGEMENT
DIPLOMA OF LEADERSHIP & MANAGEMENT
Name of the Student
Name of the University
Author note:

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Task 4
Question 1
● Describe what you think is the best way to respond to the Store Manager’s behaviour.
Describe how you would model positive leadership behaviour that demonstrates the
management of emotions.
The employees must react in a balanced way so that there is no harsh implications,
they can send a complain mail to the higher authority without directly arguing with the
manager.
I would personally model positive leadership behavior by advising the higher
management to properly be sensitized about the emotional intelligence of other people so
the work culture within the organization is based on rather than orders and dictatorial
behavior (Gita and Thenmozhi 2015).
 Describe the principles of emotional intelligence that the Store Manager did not
demonstrate.
In this particular case the Store Managers behavior was abrupt and unexpected.
Therefore it was not easily accepted by the other mangers and the employees. They felt
insulted and the morale of the people went down. The reason behind the sudden outburst
of the behavior of the store manager is because of the lower revenue of sales. The
principle that the store manager did not demonstrate was empathy and cooperation.
● Describe how the Store Manager should have acted and communicated.
The store manager should have been polite and professional.

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● Describe the connection between the Store Manager’s behaviour and store morale.
Describe what effect the Store Manager’s behaviour could have on store
performance.
The bad behavior of the store manager towards the employees is not at all
acceptable in a healthy work environment, especially in the situation where it is established
that the employees did not have any faults and the marketing mainly depends on the central
office of the company. Misbehaving with the employees will only result in problems and
attrition of the employees.
Question 2
● Provide at least two examples of possible misinterpretations of expressions or
behavior that may arise in the context of a diverse workforce.
In a situation where there is a lack of understanding of the culture of a particular
employee or group of employees it is seen that many misconceptions are aroused in the
mind of the rest of the employees which include perceiving that employee as unsocial,
and unfriendly. Another misconception is that the employee lacks interpersonal skills.
● Describe how you would explain to the employee who came to you with the issue how
cultural expressions may be misinterpreted – and have been in this case.
I would try to explain to the employee that there are different cultural background
for each person. What one person may perceive as normal may not be normal for another
person from a different cultural background. Suppose in some parts of the world eating
insects is deemed to be natural and in some parts it is held as unnatural. Therefore it can be

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stated that the cultural expressions may vary and in organizations it is necessary for the
employees to accept each other as they are.
● Discuss how the team can raise their awareness of cultural expression and promote
effective communication to avoid misunderstandings in order to resolve the
differences.
The team must be trained well so that they can understand the importance of
organizational diversity. If someone is not interested in consuming alcohol that is their
personal choice. Therefore the other team members must cooperate and help the employee
in feeling comfortable instead of going further away from her and making things more
difficult.
Question 3
● Describe how you would set aside your own emotions to focus on and identify how the
employee (probably) feels. Refer to relevant principles of emotional intelligence.
The various ways in which I will identify and communicate with the other
employee and their emotional intelligence is through active listening, and nonverbal
communication of bodily gestures of sympathy and similar methods. Nonverbal
communication, active listening and communication styles are some principles of
nonverbal communication. The managers and seniors must set aside their own feelings so
that they can empathize with the employees, otherwise the employees will be completely
uninterested to continue with their job.

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● Describe how knowledge of, for example, learning styles, personality types or
communication styles, might be able to help you relate to and understand the
employee better and adapt your response.
There are various types of people each with unique traits of personality and
learning abilities therefore it will be useful for the supervisors to understand the nature of
the employees to make it more convenient for them to assess the employees. Therefore to
understand the nature of each employee’s there might be a test of personality, like big 5
personality test. From the test the personality of the employee can be gauged which will
make it easier for the management to deal with them.
 Describe how you could use your awareness of your own feelings and those of the
employee to adapt your response so that the following needs are satisfied. Refer to
relevant principles of emotional intelligence where applicable.
o My own emotional needs are secondary in the organisational context but the
needs of my colleagues are more important to me. Emotional needs are to be
supported by emotional support from the colleagues or family members, which
includes empathy and understanding. Team cohesiveness comes from mutual
cooperation and respecting each other. For me the pressure to meet deadlines and
performance standards are part of my regular job routine.
o The employees are more vulnerable than the managers because they feel to be
dominated by the managers and supervisors, so for their emotional needs they
need to be supported and encouraged by the managers.
Question 4

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● Describe the relationship between emotionally effective people and the attainment of
business objectives.
Emotionally effective people can manage other people better also they can
understand other people better, therefore handling both the customers and the employees
are easier for these people, this helps in making the business successful.
 Describe how considering the emotional impact of decision-making could lead to
better decision-making (with respect to business objectives).
Decision making involves the process of emotionally understanding a situation with the help of
intelligence and then deciding on the next plan of action. Therefore an emotionally balanced
logical decision making lead to better business success.
 Describe what a possible process of decision-making that takes into account
emotional impact could look like. Decisions in this case include, for example, setting
particular performance targets, or selecting what programs can be delayed.
Setting up inhuman targets for the employees will only make the issue worse and
the employees will lose the motivation to work efficiently and productively because they
would know that anyhow their target would not be fulfilled. Decision making in this case
supported by emotional impact will set deadlines which are achievable (Murphy 2014).
● Identify policies, procedures, or legislation that will need to be adhered to in order to
satisfy internal and external requirements related to managing emotions in the
workplace.

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The policy to be followed for managing emotions in workplace include workplace
diversity, equality and mutual respect. If these norms are followed properly then it will be
easier to manage emotions in workplace.
● Describe how WHS legislation is relevant to how managers implement business
decisions.
Work Health and Safety legislations exist for protection of the medical rights and
good health of the employees at the workplace. These implementations impose certain
obligations on the managers so that they may be careful while taking any decision so that
these may not hamper the rights of the employees. (880)
Task 5
Coaching phase Activities/questions
Introduction The coaching session is intended to make the employees aware
about the various aspects of emotional intelligence. This will be
done by personality testing and then imparting necessary training
to the individuals according to the result of the personality test.
Every individual have their own strengths and weaknesses.
Therefore the strengths of the different individuals must be
increased and the weaknesses must be corrected. One of the test
to examine the personality of the individual is the Big 5
personality test. According to the result of the test a wholesome
emotional coaching will be designed which will be imparted to

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the trainees.
Coachees input- It is important to make the coaching program
flexible and short so that the coachee’s are not bored.
Goal
 What would you like to take away from this session?

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--The primary take away from this training should be
stronger emotional capabilities so that the decision
making becomes easier and more efficient. Emotional
intelligence opens up vision of people so that they can
see further.
 What would you like to discuss?
--Discussions must be done about the objectives and outcomes
of the program and it must be SMART, Specific, Measurable,
Attainable, Relevant and Timely. So the goals must be decided
mutually and each of the members must contribute the in the
process of training. The goals must be attained in the stipulated
time.

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Reality
 What is happening in your department at the
moment?
--Currently the department is going through
organisational change therefore there is a greater
chance for the employees to go through emotional
crisis situations.
 Tell me more about the meeting last week?
--In the last week’s meeting there was productive
discussion about the various policy implementation
related to emotional strengthening of the
employees.
 How do you feel about that?
--I feel that the meeting was extremely productive
and the employees are already charged up about the
personality development and coaching related to
emotional growth.
 How is that a problem?
--Lack of emotional connection is one of the reason
that the work environment still has distrust which
hampers cooperation among employees.
 How has your behaviour impacted on others?
--I personally endeavoured to sacrifice my own
interest to help others and this impacted the
organisation in a positive way.
 What problems can you see with our current
operating environment?
--The employees must be more enthusiastic about
the organisational commitments and goals.

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Options/  What ideas do you have for controlling your own

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opportunities emotions?
--Logical thinking
 What approach could you take to improve your
relationship with others?
--By using principles like positive nonverbal communication
and appreciative verbal communication.
 How have you tackled a similar situation before?
--By understanding people’s emotional needs.
 What help do you need?
 What needs to happen?
 What might get in the way?