Reference no: EM133099364
BSBPEF502 Develop and use emotional intelligence
Task 1 - Responding to Different Emotional States
To better understand people's moods, we can watch for behaviours that indicate their emotional mode. While we may not always be accurate in our interpretation, paying attention to non-verbal behaviours and emotions can help align communication behaviours more effectively.
Use this activity to become more observant of others, by learning how to interpret the non-verbal behaviours associated with different emotional states to gain insight into how people are reacting to you and to what is being communicated. You can also use it to plan an appropriate response to use the next time you encounter each behaviour.
Interpreting Emotional States
Body language communicates how people are reacting to your spoken messages. For a more accurate interpretation of moods, look for "clusters" of behaviours associated with different emotional states.
Reflective
- leaning back
- moving only minimally
- holding an open posture or body position
- aligning body directly with yours
- holding direct eye contact
- placing hand on, or stroking, the chin
- tilting the head while listening
- glancing occasionally to the side
- lowering the brows slightly
- passively accepting
Responsive
- leaning forward with an open position
- holding the hands open with palms turned up
- smiling with a relaxed mouth
- nodding the head to indicate agreement
- tilting the head to the side showing amiability
- mirroring your body language
- sitting on the edge of the chair
- sitting with the feet under the chair
- sitting with the knees apart
- actively accepting
Defensive
- leaning back
- folding the arms tightly across the body
- adopting a closed posture or body position
- crossing the legs
- touching the lips with fingertips
- pointing the feet towards door
- angling the body away from you
- bowing the head forward submissively
- holding no eye contact
- passively rejecting
Responding to Emotional States
Complete the chart by selecting one or two team members or customers that you have observed to be expressive in their non-verbal behaviours. Determine the natural emotional state or mode of each person. Then identify one of the behaviours you have seen used frequently and plan an appropriate response to use the next time you encounter the behaviour. Three examples have been provided.
| Co-worker/ customer |
Non-verbal Behaviours |
Emotional State |
Appropriate response |
| John |
Tense facial expression |
Defensive |
· Is something wrong? · You look distraught. · Has something happened? |
| Tuan |
Glaring eyes |
Combative |
· Are you angry with me? · Did I say something to upset you? |
| Mary |
Hesitation in voice |
Reflective |
· You sound unsure. · How are you feeling about that suggestion? |
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Task 2 - Application of Emotional Intelligence
Skills Assessment
Complete the Emotional Intelligence test
Discuss your noted emotional strengths and weaknesses. Define how these may impact on stressors and triggers you would encounter in a workplace.
Once you have completed the test and considered your general emotional states,, using the findings outline any steps that you could take to further develop your emotional intelligence.
Outline a strategy to manage your own emotions in a workplace.
Discuss how your emotional intelligence level affects your interactions with others in a workplace context.
Describe ways to engage with a range of cultures in the workplace based on your understanding of emotional intelligence.
How do you usually account for other's emotions when it comes to decision making. Provide examples.
Outline a strategy to encourage the emotional intelligence development of others in a workplace context. What is your role in this strategy. Provide an overview of model behaviours that demonstrate management of emotions and include any coaching strategies that you may apply.
Attach your EI test and results and additional pages for responses as required.
Task 3 - Scenario
You are applying for a job as a departmental manager in an office setting. The organisation has made it clear that having a high level of emotional intelligence will be a deciding factor in selecting the successful candidate.
You have been asked to submit a document that addresses the following points:
What are your emotional strengths and weaknesses?
What are personal causes of stress in your work life and how do you deal with them?
What are your emotional triggers and how have you learnt to manage them?
What would you do to act as a role model to workers in your department in the management of emotions?
Are you open to feedback from others in relation to your EI? How would you go about getting and using it?
How does self-reflection factor into the continual development of your EI?
How would you respond to a worker who is:
Extremely angry?
Extremely stressed?
Extremely upset?
How much knowledge do you have about the cultural expressions of emotions? How would you use that knowledge?
How would you adapt your leadership style to workers experiencing different emotions?
How would you factor the emotions of workers into decisions that you make?
How would you provide opportunities for workers to express their feelings and emotions?
How would you make workers aware of how their emotions and behaviours affect others and how would you encourage them to manage their emotions?
What would you do to encourage others to develop their EI?
What would you do to create a positive emotional climate in your department?
How would you use the strengths of workers to achieve workplace outcomes?
You are required to provide a detailed response for each point listed and to use examples to support your responses wherever possible.
Attachment:- Develop and use emotional intelligence.rar