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Course - BSBLDR511 - Develop and use emotional intelligence

BSBADM502 Manage Meetings Assignment - Australian Centre of Further Education, Australia

Assessment Task 1 - Questions

Purpose - To demonstrate the skills and knowledge required for BSBLDR511 - Develop and use emotional intelligence.

Task overview - You are required to complete 17 questions.

Question 1: List three (3) benefits of identifying your own emotional strengths and weaknesses in the workplace.

Question 2: Describe two (2) signs of stress in the workplace for each of the following category.

Question 3: Analyse the following emotional triggers and the negative responses, and then work out the appropriate emotional response (positive responses) An example has been given to you to help you complete the table.

Question 4: To evaluate the impact of your own workplace behaviours that demonstrate management of emotions, you could use the four principles of emotional intelligence. Use one (1) sentence to briefly explain each of the following emotional intelligence principles and strategies.

Question 5a: List three (3) types of feedback that you could use in the workplace to develop your own emotional intelligence. (for example informal face-to-face discussion).

Question 5b: Give an examples of how you might use the self-reflection to improve the development of own emotional intelligence. Answer must be no fewer than 25 words

Question 6a: List three (3) ways to identify and assess the non-verbal emotional cues of co-workers.

Question 6b: List three (3) ways by which a manager responds appropriately to emotional states of co-workers.

Question 7a: Describe three (3) ways to appropriately communicate with a diverse workforce that has a range of cultural expressions of emotion.

Question 7b: Explain how you are going to develop a plan for identifying and responding appropriately to varying cultural expressions of emotions. Answer must be no fewer than 25 words.

Question 8: List three (3) ways of demonstrating flexibility and adaptability in dealing with others during a time of organisational change.

Question 9: Briefly explain the importance of taking the emotions of others into account when making decisions. Answer must be no fewer than 25 words.

Question 10: List three (3) techniques that can be used to encourage people to express their thoughts and feelings.

Question 11: Identify and describe three (3) ways you could assist your team members to understand the effects of their emotions and behaviours on others in the workplace.

Question 12: Explain the importance of developing the self-management of emotions in others. Answer must be no fewer than 25 words.

Question 13a: Explain why emotional intelligence is important in building productive workplace relationships. Answer must be no fewer than 25 words.

Question 13b: Formal training on emotional intelligence will help employees to develop their own emotional intelligence and thus improve their performance and relationships in the workplace.

Briefly explain the benefits an employee can get from a formal training on emotional intelligence. Answer must be no fewer than 25 words.

Question 14: Suppose you are in charge of a project team. How would you utilise emotional intelligence to increase your team performance in order to meet the project targets and deadlines? Answer must be no fewer than 50 words.

Question 15: Explain the importance of encouraging a positive, inclusive emotional climate in the workplace. Answer must be no fewer than 25 words.

Question 16: Suppose you are managing a project team. Explain who you use the strengths of the team members to achieve the project targets. Answer must be no fewer than 50 words.

Question 17: Describe the relationship between emotionally effective people and the attainment of business objectives. Answer must be no fewer than 25 words.

Assessment Task 2 - Project (Scenario)

Purpose - To demonstrate the skills and knowledge required for BSBLDR511 - Develop and use emotional intelligence.

Task overview - You are required to complete a scenario based project and prepare a set of documents accordingly.

Project Scenario - ABC Company senior management team decided to take on an organisation-wide commitment to developing emotional intelligence in the workplace.

This will start with all managers and team leaders completing a self-reflection survey to identify the impact of their emotions on others in the workplace. You are the Team Leader for Customer Service, and you are required to complete the survey.

You were told by your manager (the Customer Service Manager Sarah) that one of your team members, Jim, is currently not happy and this is affecting the standard of his excellent work. Your manager asked you to mentor Jim in order to develop his emotional intelligence skills, to build productive workplace relationships and maximise workplace outcomes. You are required to develop a mentoring plan that you and your manager can discuss with Jim the following week.

ABC Company employs a diverse workforce. Your manager asked you to develop an overall positive emotional climate within the customer service team by developing the team members' emotional intelligence skills. The purpose is to avoid the situation with Jim in the future, improve the team members' job satisfaction and emotional wellbeing and eventually achieve the workplace outcomes.

You will need to access ABC Company's policies and documents (specified in section "Resources Required" below. You are required to complete the following tasks.

1. Self-reflect on your own emotional intelligence competences by completing the self-reflection survey (Attachment 1).

2. Prepare a mentoring plan for one of your team members, Jim. Jim is a new employee who has been working at ABC Company for only three months and has been in Australia for six months. He is very competent in his job role, but has a lot of difficulty speaking with others in the organisation. His accent is very strong and he is easily embarrassed when others cannot understand him, even though his English is excellent. He is often teased in a good-natured way, but does not realise that this is the way his group members interact with each other, so he gets frustrated and raises his voice in response. He does not get angry, but he has difficulty understanding the jokes. His peers then avoid him and laugh about his 'cranky moods'.

The mentoring plan is required to explain how you would:

a) assist Jim to respond to the emotional states of his co-workers and to assess emotional cues

b) identify the cultural expressions of emotions unique to Jim's Eastern European culture and utilise these to help the team respond to his emotional cues

c) select and offer flexible work practices to Jim to assist him in overcoming any language or cultural barriers he may be encountering in the workplace

d) provide opportunities for Jim to express his thoughts and feelings on a regular basis

e) assist Jim to understand the effects of his behaviour and emotions on others in the workplace

f) encourage Jim to self-manage his emotions.

You are required to address all the tasks and meet all the requirements in each task in order to be deemed satisfactory for this project.

Assessment Task 3 - Simulated Observation (Practical)

Purpose - To demonstrate the ability to:

- Identify opportunities to utilise emotional intelligence to increase team performance in line with organisational objectives

- Encourage a positive, inclusive emotional climate in the workplace

- Use the strengths of workgroup members to achieve team and/or organisational objectives

- Demonstrate consideration of the emotions of others when making decisions

- Model behaviours that demonstrate management of emotions

- Reflects on personal attributes and considers the impact on others and modifies approach to support development

- Adapts personal communication style to model behaviours, build trust and positive working relationships and to build understanding of emotional intelligence

- Leads a collaborative approach, using inquiring and inclusive techniques, to develop understanding and skills that enhances individuals' emotional intelligence

- Uses appropriate language and nonverbal features to present information and seek feedback

- Uses listening and questioning skills to elicit the views of others and to clarify or confirm understanding

The student will demonstrate the skills required in BSBLDR511 - Develop and use emotional intelligence

Task overview - Role Play (Observation). You will be completing a role play relating to assessment task 2 project and the following scenario in a simulated office environment.

This task will be performed in a simulated environment:

Scenario - You are working for ABC Company as Customer Service Team Leader. Currently the team is facing some issues relating to their emotional intelligence skills:

Some team members don't predict their comments would upset others.

Some team members did not control their emotions well when they are under pressure.

Some team members lost motivation when their work was criticized.

When a colleague was angry or upset, other team members selfdom made any effort to understand why.

Team members did not communicate their feelings to others. This resulted in feelings of resentment towards others.

In order to keep team performance on track, you must put routines in place to monitor individual and team performance and create a climate of trust and openness among the team. You decided to hold a meeting with your team and invite your team members to discuss the issues and come up with strategies for the solutions

In the meeting, you also would like to discuss each team members' strength and adjust the work allocated to them accordingly to improve the services provided to customers and thus increase the level of customer satisfaction.

Roles:

You: Customer Service Team Leader

Others: Team members

You are required to conduct this role play by holding a meeting to demonstrate the skills mentioned in the following Assessor Outcome Checklist. You are required to meet all the criteria listed in the Assessor Outcome Checklist in order to be deemed satisfactory in this assessment task.

Attachment:- Manage Meetings Assignment File.rar