BSB50420 Diploma of Leadership and Management - Emotional Intelligence

This assignment, designed for the BSB50420 Diploma of Leadership and Management, focuses on the unit BSBPEF502, Develop and Use Emotional Intelligence. The assignment requires students to define emotional intelligence (EI) components like self-awareness, self-regulation, motivation, empathy, and social skills. It explores the impact of EI on organizational performance, including understanding individual strengths and weaknesses, leading teams effectively, and facilitating change initiatives. Students are instructed to complete an online EI test, analyze their scores across different quadrants (self-awareness, self-management, social awareness, and relationship management), and reflect on their results. The assignment also addresses the importance of feedback, differentiating between evaluative, informal, and peer feedback. The assessment includes short answer questions and a performance criteria matrix for assessors to evaluate the student's understanding and application of EI principles within a workplace context. The assignment emphasizes practical application and reflection on personal emotional intelligence to enhance leadership and management capabilities.

BSB50420 Diploma of Leadership and Management
Term 2 2022 assignment
Student Details/ Declaration
Unit of competency BSBPEF502 Develop and use emotional intelligence
I declare that (please
tick):
☐ I fully understand the context and purpose of this assignment.
☐ I am fully aware of the competency standard/ criteria against which I will be assessed.
☐ I am aware of the resources I need and how the assignment will be conducted.
☐ I have had the appeals process and confidentiality explained to me.
☐ I understand that the assignment is an individual effort and that all written work is my own.
☐
I am aware that if I am caught with either collusion or plagiarism of another student’s work, I
will be penalized for academic which could result in the suspension or cancellation of my
course enrolment/ student visa.
☐
I understand that I will not disclose any assignment question or answer, in whole or in part, in
any form or by any means before, during, or after I have submitted my assignment to Canvas
on any internet ‘share space/ chat room, or otherwise, which will constitute a breach of
academic misconduct and would result in the suspension or cancellation of my course
enrolment/ student visa.
Student’s Name
Student ID ECS Submission date
Submission Note
(please read this prior
to submission)
o You must complete your assignment by utilizing only this official assignment tool document (which
features working answer/ portfolio templates) to meet the requirements of validity principles.
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however, need to convert the completed assignment to PDF format prior to uploading to Canvas.
o You will receive an email notification that your assignment has been marked and, on this note, you are
required to check on your Assessor’s feedback on Canvas for confirmation on the grading achieved.
o If you do encounter any issues with working on this document or any other matter related to academic
progress, please request for assistance from Student Services at [e-mail].
Assessor Use Only
Assignment
Breakdown Result Assessor Declaration
Knowledge criteria S NYS  I declare that I have conducted a fair, valid, reliable, and flexible
assignment with this student.
 I have provided appropriate feedback (including verifying all answer pages
within this assignment either on the check box or at the answer fields as
well as leaving comments in Canvas).
Performance criteria S NYS
Unit of Competency
Outcome C NYC
Assessor’s Initials and Date

Knowledge criteria: short answer questions
1. Briefly explain the concept of Emotional Intelligence (answers must not exceed 50-word count limit)
 Self-awareness
Self - awareness is defined as ability to focus on self through actions, thoughts and
emotions which are inclined with internal standards. It plays vital role in generating
reaction over particular problem.
 Self-regulation
Emotional self - regulation is the ability to respond to the ongoing demand and the
experience which is socially tolerable and sufficiently flexible. Self-regulation enable
person to behave in a particular way over a situation and also assures effective control
over self.
 Motivation
Motivation is the process which helps in initiating, guiding, and maintaining the goal
oriented behaviors. This helps in enhancing the confidence of person within boosting
up their confidence level.
 Empathy
Empathy is the ability to sense other people's emotions which helps in ability to
imagine, think and feel. This plays crucial role in understanding the emotions of the
person.
 Social skills
Social skills are the skills which helps in communicating and interacting in both verbal
and non - verbal manner with the individuals. These skills lead to create the effective
interaction among the people.
2. Discuss how the application of Emotional Intelligence can impact organizational performance by
(answers must not exceed 50-word count limit):
 Understanding
the individual’s
strengths and
weaknesses
By understanding the individual strengths and weaknesses the emotional intelligence
aspects is being concerned and impacts the individuals and the organizational
performance at large scale. It totally depends on the behavior and perception of the
individuals and through their emotional intelligence which helps in understanding that
the organizational performance is being impacted.
BSBPEF502 Develop and use emotional intelligence V2022.2 Marking Guide
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2. Discuss how the application of Emotional Intelligence can impact organizational performance by
(answers must not exceed 50-word count limit; cont.):
 Leading the
individual to work
in teams
effectively
The level and scale of emotional intelligence of individuals within the organization is
considered as important and this helps in understanding that how effectively the
teams can be made at large scale.
 Making change
initiatives
succeed
This helps in addressing the aspects of how effectively the organizational
performance is being analyzed which helps in making initiates succeed.
3. Identify and evaluate your own emotional strengths and weaknesses by taking an online emotional
intelligence test offered by Global Leadership Foundation at URL:
https://globalleadershipfoundation.com/geit/eitest.html
Complete all 40 questions by selecting the appropriate answer that relates to your personality.
Upon completing the above online self-assessment exercise (there are 40 questions listed), score
the test at the end of the webpage.
Transfer your personality scores below and relate a short reflection (improvement/s if required) for
the scores achieved for each of the Emotional Intelligence (EI) quadrants on it.
Emotional Intelligence (EI) quadrants Score
 Self-awareness
Self-awareness is comprised of three competencies; emotional self-awareness,
where you can read and understand your emotions as well as recognize their
impact on work performance and relationships; accurate self-assessment,
where you are able to give a realistic evaluation of your strengths and
limitations; and self-confidence, where you have a positive and strong sense of
one’s self-worth.
9
 Self-management
Self-management/ self-control, which is keeping disruptive emotions and
impulses under control; transparency, which is maintaining standards of
honesty and integrity, managing yourself and responsibilities; and adaptability,
which is the flexibility in adapting to changing situations and overcoming
obstacles.
8
 Social awareness
Social Awareness is comprised of three competencies; empathy, which is
understanding others and taking an active interest in their concerns;
organizational awareness, which is the ability to read the currents of
organizational life, build decision networks and navigate politics; and service
orientation, which is recognizing and meeting customer’s needs. The adaptable,
success-oriented type.
5
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Emotional Intelligence (EI) quadrants (cont.) Score
 Relationship
management
The Social cluster of Relationship Management is comprised of seven
competencies; visionary leadership, which is inspiring and guiding groups and
individuals; developing others, which is the propensity to strengthen and
support the abilities of others through feedback and guidance.
3
 Briefly provide a
personal
reflection on the
scores which you
have obtained
I have obtained the best scores and these are determined as -
Self - awareness score - 9
Self - management - 8
Social - awareness - 5
Relationship management - 3
This score proves that I am good at self-awareness and self-management which has
helped me in knowing important concerns which are related to my emotional
intelligence.
4. Feedback helps individuals and businesses continuously improve. Businesses with an effective
feedback loop – who do something, get an effect, and then get feedback – tend to be more efficient
as employees are more engaged. Conversely, employees who receive little or no feedback tend to
disengage from their work more readily. By cultivating an effective feedback culture your business
will be in a strong position for long-term sustainable growth. Explaining the following types of
feedback:
Feedback type Explanation (answers must not exceed 50-word count limit)
 Evaluative
feedback
Evaluation feedback helps in analyzing the concerns which are based on judgements
and provides formative information to improve the performance. This type of feedback
helps in evaluation of the performance and on the basis of that, feedback is being
given which helps in taking corrective measures.
 Informal feedback
It is the casual conversation with the individual regarding the performance, interaction
and behavior which helps in defining that it is the informal feedback. Formal feedback
helps in enhancing the formal behaviour of an individual.
 Peer feedback
It is the feedback which helps in determining feedback given by one students to
another which are done in the form of comments which are made on behavior,
performance and other's work. This has been determined as the best procedure of
feedback as it is given on the basis of performance of student and tutor provides
every specific information to student.
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Checklist/ performance criteria matrix for Short Answers Questions (for Assessor use only)
Instructions to Assessors
This checklist is to be used to record the student’s responses to the questions outlined in Q1. to Q4. When completing this
checklist, you must ensure that:
 Each checklist item is assessed against the criteria listed.
 An assignment result, either Yes or No, is recorded in one of the two columns on the right of the checklist.
 Feedback is provided to the student in the assignment cover sheet and/ or, at the Canvas commentary section.
Did the learner: Yes No
Answer all short questions covering: Relating to unit’s performance criteria:
 Briefly explain the concept of Emotional Intelligence,
including:
2.3 Apply techniques that indicate flexibility and
adaptability in dealing with others in the
workplace
2.4 Apply techniques that show consideration for
the emotions of others when making decisions
o Self-awareness
o Self-regulation
o Motivation
o Empathy
o Social skills
 Discuss how the application of Emotional Intelligence
can impact organizational performance by:
1.2 Assess emotional strengths and weaknesses
against evaluation criteria
o Understanding the individual’s strengths and
weaknesses
o Leading the individual to work in teams
effectively
o Making change initiatives succeed
 Identify and evaluate your own emotional strengths
and weaknesses by taking an online emotional
intelligence test offered by Global Leadership
Foundation
1.3 Identify and analyse potential emotional
stressors in the workplace
 By cultivating an effective feedback culture your
business will be in a strong position for long-term
sustainable growth. Explaining the following types of
feedback:
1.5 Seek feedback from others to identify and
confirm methods for responding to emotional
stressors in the workplace
o Evaluative feedback
o Informal feedback
o Peer feedback
Short Answers section has met
satisfactory performance
requirements
☐
Short Answers section has not met
satisfactory performance requirements
(please refer to the feedback on Canvas
commentary section)
☐
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Performance criteria: Case study/ project portfolio/ observation
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment
with conditions like that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to plan and
prioritise own work tasks and monitor and obtain feedback on personal work performance
The Practical Assessments in this assignment include:
o Workplace Project Assessment - A series of written practical tests assessing the learner’s
practical knowledge and skills underpinning of the unit of competency. This includes the learner
completing workplace documents or similar as evidence of competent performance.
o Workplace Practical Observation - A set of assessment tasks where the learner must
demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated
while being observed by the assessor.
Tasks and activities in this project assessment require you to have access to a workplace or a similar
environment.
Case study
Introduction
Bounce Fitness is made up of four fitness centres. Head office is currently established in Cairns,
Queensland. The other centres are in Brisbane, (Queensland), Sydney, (New South Wales) and
Melbourne, (Victoria). It is the intention of the Board of Directors that a new centre will be opened in Perth,
(Western Australia).
It was established in 2001 by Margaret House as a single aerobic studio. After two years membership
increases demanded the small, leased centre be expanded and a new facility was built on land purchased
by the organisation. In 2004 a second centre was established in leased premises in Brisbane and then
Sydney and Melbourne in the subsequent two years.
The Head Office remains in Cairns and a Board of Directors has been established to oversee the function
of the business in all the centres. Each centre has a manager, who reports to the CEO in Cairns, and a
team of permanently employed fitness instructors and other casual instructors, all of whom report to the
Centre Manager. The business is operated on best business practice and complies with all legislative
requirements, local by-laws and is registered with the national body.
Bounce Fitness intends to market its brand through excellence in service and expertise to establish itself as
a premier provider of fitness and wellness in Australia. Much time is invested in training the Centre staff to
upgrade their professional skills and in customer service to foster a loyal member base. Classes are
innovative and varied with regular changes to routines and activities
(cont.)
Bounce Fitness has developed choreographed fitness moves with accompanying music which is geared to
BSBPEF502 Develop and use emotional intelligence V2022.2 Marking Guide
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the varying interests, needs and goals of the member group. It is intended that all around Australia, gym
and fitness centre members will continue to be enhancing personal performance through classes designed
and produced by this business. Classes are coupled with state-of-the-art fitness equipment to cater to
those who prefer resistance training to aerobic workouts. Additional free weights allow for use by even die-
hard lifters.
All centres are carpeted in areas used for stationary activities, spacious, well-ventilated, and air-conditioned
to make the environment as safe and comfortable as possible. They are light and feature wrap-around
mirrored walls. The decor was designed by a Brisbane firm and is updated every three years. There are
showers, toilets, lockers.
Each centre features a retail section selling fitness shoes, clothes, and other related fitness items. There is
a small cafeteria which is leased to a provider who supplies healthy, low-calorie drinks and light food. Each
Centre has regularly scheduled aerobic classes ranging from high intensity to low intensity. The scheduling
is left to each Centre but must sustain a minimum average of twelve in each class for them to continue to
be held. The style of classes changes as new methods are developed to sustain interest and provide
variety.
Circuit classes are also scheduled for groups who move in a circuitous rotation around the different
resistance equipment sequentially as instructed by the instructor. They are required to complete interval
aerobic exercises during the completion of a class to enhance the value of the workout. Very low intensity
classes are also held in age care facilities to keep residents active and incorporate light weights to keep
them healthy. This exercise contributes to the physical and mental health of participants as well as
providing an interest in their day.
Special classes are held in high schools for senior students, sheltered workshops and other special
situations as requested and are operated at minimal or no cost as a community service. Funding is
primarily from memberships. Memberships are sold on one-, three-, six- and twelve-monthly basis on a
decreasing fee scale. Casual members are welcome, but the daily rate is a premium one.
Each Centre sells memberships to 120%. This means that at peak times it could be quite crowded, but
experience demonstrates that there is a maximum of 80% usage. The retail arm of the business accounts
for about 30% of the takings from each centre. The strategic plan for retail is set to increase investment in
sales this year to 35%. Each Centre will be given a budget to develop and implement a sales and
marketing plan to trial. The most successful may be implemented nationally and will attract an incentive for
the most successful Centre. The catering facilities are currently leased to private operators, and this is
reconsidered during each annual planning session by the Board, which produces 5% of the income, less
than the rent off-set.
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Scenario
You are currently working as a General Manager – Human Resource Management for Bounce Fitness, a
dynamic fitness corporation centred on providing premier personal training services in Cairns, Brisbane,
Sydney, and Melbourne.
You have reviewed the results from the recently conducted quarterly customer satisfaction survey, the third
of four to be conducted for the year. The findings highlight some issues about the performance of two
fitness instructors:
 Monica Lange
Monica, a newly recruited team member, has received some great feedback from customers
regarding her skills and knowledge as a fitness instructor. Most customers have provided her with a
rating of ‘excellent’ as an instructor as they are well on the way to meeting or exceeding their goals.
This means Monica is on track to exceeding her key performance indicator of an ‘excellent’ customer
satisfactory rating of 60% by the end of the year (in three months’ time).
A couple of customers, however, are feeling pressured at the end of sessions into booking additional
private sessions and joining classes, despite being on track to meet their goals. One customer stated
she felt Monica is making assumptions about what was best for her instead of carefully listening to
what she wanted. As a result, Monica is not meeting the requirements of the Customer Service
Standard Policy. By the end of the year, Monica must demonstrate the ability to meet each of the
requirements of Customer Service Standard Policy.
You feel that Monica is an extremely skilled and enthusiastic fitness instructor but needs to understand
Bounce’s approach to being customer-centred, which involves making sure the customers are the one who
makes the decisions about their needs and plan, and in making any adjustments to goals.
 John Ward
John has always been popular with customers, working with them to develop and achieve their
goals. He works mainly one on one with customers, rarely taking classes.
The latest survey’s findings reveal that many of his customers rated John as a ‘good’ instructor, none
considered him to be ‘excellent’ and a few rated him as ‘satisfactory’. One of John’s key performance
indicators is to achieve, by the end of the year, an ‘excellent’ customer rating of 90 per cent. The
indicator was not unrealistic as John has received ratings in the high 80s for the past two years.
Previous survey results and the current results indicate John will not be able to meet the standard.
Some responses indicate that John has not been very enthusiastic. One customer stated he was
‘uninterested’, another that he was ‘bored’ and a new customer is considering asking for a new
instructor because they don’t feel motivated by John.
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BSBPEF502 Develop and use emotional intelligence V2022.2 Marking Guide
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(cont.)
In line with the requirements of the Bounce Performance Management Policy and Procedure, you take steps
to manage underperformance. You initiate performance improvement coaching by checking in with Monica
and John and to provide feedback via email before meeting with them to plan for improvement. This gives
each team member with an opportunity to carefully consider the feedback to identify ways to address
concerns, and how you can support them in this.
Supplementary Case Study Materials (please use these documents to assist in your assignment)
1. BSBPEF502 - Case Study – Bounce Fitness – Performance Management Policy and Procedures V2022.1 1 of 6
2. BSBPEF502 - Case Study - Bounce Fitness - Job Description Fitness Instructors V2022.1 2 of 6
3. BSBPEF502 - Case Study - Bounce Fitness - Customer Relationship Management Policies and Procedures
V2022.1 3 of 6
4. BSBPEF502 - Case Study – Bounce Fitness Employee Assistance Program (EAP) Policy V2022.1 4 of 6
5 BSBPEF502 - Case Study – Bounce Fitness Personal Development Policy V2022.1 5 of 6
6. BSBPEF502 - Case Study – Bounce Fitness Staff Reward and Recognition Policy V2022.1 6 of 6

Case study/ workplace project/ workplace practical observation form
Candidate’s name
Assessor’s name Erwan Tjan
Work activity
For satisfactory performance, learner’s submission must include the following
tasks:
o Task 1: Prepare to develop emotional intelligence* (*learners who have
completed BSBLDR522 successfully would be exempted for this activity task)
 Activity 1 - Develop one Work Plan for each team member
 Activity 2 - Assess performance and provide feedback
 Activity 3 - Manage follow up through performance
 Activity 4 - Monitoring performance and provide feedback
o Task 2: Develop and promote emotional intelligence in other
 Activity 1 - Develop a Workplace Wellness Plan
 Activity 2 - Consult with relevant stakeholders and obtain approval
for the proposed Workplace Wellness Plan
 Activity 3 - Promote the Workplace Wellness to employees
Observation done ☒ In person ☐ Via remote (insert screenshot below)
Date of observation
Please note:
 Include a Zoom
Meeting Screenshot
(of yourself only; strictly
no group nor selfie
shots) with your
name in the image.
 Resize landscape
image to fit into
space provided on
the right.
Insert your Zoom Meeting Image # 1 (own image in
landscape orientation)
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☒ Please check this box if you have completed BSBLDR522 Manage people performance
successfully. Task 1 activity will be exempted.
Task 1: Prepare to develop emotional intelligence
As the General Manager – Human Resource Management for Bounce Fitness, you have been directed
by Margaret House, CEO of Bounce Fitness, to prepare for and participate two role-play activities to:
o Provide positive feedback on current performance, including acknowledgement of any
achievement above ‘good’
o Describe the concerns with performance as identified in the case study, referencing current
performance and the risk to achieving their key performance indicators by the end of the year
initiate performance coaching by asking the team member:
- to carefully consider the feedback to identify strategies to improve performance,
including actions and development options
- to identify how you can support them to resolve the concern and improve performance
- to meet to plan for improvement.
To complete this task, you are required to:
- Review the organization’s Performance Management Policy and Procedures (refer to 1.
BSBPEF502 – Case Study – Bounce Fitness – Performance Management Policy and Procedures V2022.1) on
the prescribed Preventive Action Process
- Review the Job Description for Fitness Instructors (refer to 2. BSBPEF502 - Case Study - Bounce
Fitness - Job Description Fitness Instructors V2022.1)
- Review the case scenario relating to the two underperforming team members
Activity 1 - Develop one Work Plan for each team member
o For each team member, set and record in the workplace plan part of the template at least two
objectives that align to workplace/ organisational and operational goals, objectives and/or
performance standards.
o Identify the following:
- At least two (2) Work Plan objectives for the Work Plan in accordance with the respective
case scenario for each employee:
a. Monica Lange
b. John Ward
- At least two (2) actions to the objectives
- The resources the team member will need to complete each action, including human,
financial and equipment
o A timeframe or due date for completion of each action
BSBPEF502 Develop and use emotional intelligence V2022.2 Marking Guide
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(cont.)
- At least one (1) performance standard for each action in accordance with the organization’s
Performance Management Policy and Procedures (refer to 1. BSBPEF501– Case Study – Bounce
Fitness – Performance Management Policy and Procedures V2022.1)
- At least one (1) key performance indicator to measure performance against each standard.
o Use the completed Work Plans to support your meeting with the two-underperforming staff
Activity 2 – Access performance and provide feedback
- Develop a dialogue script on dealing with underperformance for the role play activity in
accordance with organizational requirements to provide feedback to:
a. Monica Lange
b. John Ward
- The feedback and coaching process should follow the organization’s Performance
Management Policy and Procedures
 Schedule two (2) meetings to provide informal feedback and coaching to two (2)
underperforming team members
 In your discussions with these two employees, you will identify the objective key
result/s (OKRs) and support needed by employees if they are to resolve their issues
and improve performance
 Confirm performance standards and key performance indicators with relevant staff
concerned in accordance with the proposed Work Plans in Activity 1
Activity 3 – Manage follow up through performance
o For each team member, set and record in the Performance Evaluation template on their
workplace performance, including:
- Discussing and determining actual performance (progress to date if not at the end of the
performance management period) for:
a. Monica Lange
b. John Ward
- Discussing team member’s views on their actual performance
- Providing feedback about what each team member if they:
 Category 1 – Performed well, you must take the following actions:
 Identify from performance evaluations an employee who has performed well in a
specific task or activity or who has achieved or exceeded expectations.
-
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