Reference no: EM133165327

BSBPEF502 Develop and use emotional intelligence

Short Answer Questions

Question 1
Outlined below are the attributes of emotional intelligence. Identify at least two ways of applying each attribute in the workplace.
a. Self-awareness
b. Self-management
c. Social awareness
d. Relationship Management

Question 2
Answer the following questions on the principles of emotional intelligence using your own words.
a. Describe the principle of self-awareness.
b. Identify and briefly explain the three competencies of self-awareness.
Competencies identified here refer to the observable skills required to demonstrate self-awareness.
c. Describe the principle of empathy.
d. Identify and define the three kinds of empathy.

Question 3
Identify at least two strategies for using emotional intelligence. For each identified strategy, identify at least two methods. Briefly explain each identified method for each strategy.
Emotional Intelligence Strategies
Methods to Implement in Emotional Intelligence Strategy
Explanation for Methods in Emotional Intelligence Strategy

Question 4
The following are different scenarios depicting employees from two different backgrounds. Read through each scenario and identify at least one strategy that can be used to communicate with each employee effectively.

Scenario 1
Takashi is working as a fitness instructor for Bounce Fitness. He is an excellent and efficient employee seen in his work ethic and the feedback from members of the fitness centre. He tends to be quiet during work-related events such as meetings and lunch outs. He also relies on non-verbal signals such as facial expressions and body language to convey his responses to his workgroup members. He often avoids eye contact with his workgroup members due to social anxiety.

Scenario 2
Michael works as a fitness instructor for Bounce Fitness. He is very direct, clear, transparent, and open about work-related matters. He is also easily frustrated when something doesn't go his way. When frustrated, Michael makes unnecessary comments about his workgroup members' work ethics, causing some colleagues to view him as rude and aggressive.

Question 5
Below are two principles of emotional intelligence. For each area:
• Identify at least one method of promoting the principle of emotional intelligence in other people.
• Briefly explain how the method promotes the area of emotional intelligence in other people.
Principle of Emotional Intelligence
Method of Promoting Principle of Emotional Intelligence in Other People
How the Method Promotes the Principle of Emotional Intelligence in Other People

Question 6
Briefly explain how emotional intelligence improves workplace relationships.

ASSESMENT 2-Practical Assessment

Project Overview

This project will require you to develop and use emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.
The project is divided into three parts:
1. Part I. Identify Impact of Own Emotions on Others in the Workplace
2. Part II. Recognise and Address Emotional Intelligence of Others
3. Part III. Promote the Development of Emotional Intelligence in Others

Part I. Identify Impact of Own Emotions on Others in the Workplace
Task Overview
This part of the project will require you to identify the impact of your own emotions on others in the workplace. Specifically, you will be required to:
• Develop and use evaluation criteria to determine own emotional strengths and weakness
• Identify and analyse personal emotional stressors related to the workplace
• Evaluate the impact of own workplaces behaviours
• Use self-reflection and feedback from others to improve development of own emotional intelligence.

Task 1.1 Identifying Emotions in the Workplace

1. Seek an opportunity to develop evaluation criteria for assessing your emotional strengths and weaknesses.
2. Access the Evaluation Criteria template found within this workbook. Use this template for developing evaluation criteria for assessing emotional strengths and weaknesses.
3. Create an Evaluation Criteria. You will use this to assess your emotional strengths and weaknesses in the next task.
Your developed Evaluation Criteria must include the following information:
• Your industry
• At least four criteria relevant to assessing emotional strengths and weaknesses
Ensure that the criteria you develop applies to your role in your industry.
• At least one rating scale for your provided criteria
Your rating scale must include more than two ratings, e.g., 1-5, 1-10, etc.
• For each criterion, at least one response scale for each item in the rating scale
Your response scale must include a description that outlines the observable skills or abilities that illustrate the level of performance for the rating scale of each criteria, e.g.
Learner is very aware of their emotions and capabilities.
• Conducts self-reflection to identify any improvements to their practice or task
• Seeks to improve on areas identified from self-reflection
Ensure to leave the Self-Assessment column blank. You will complete that column in the next task.
4. Have your supervisor sign the Supervisor Declaration Form found at the end of the Evaluation Criteria to assure their approval of your criteria.
5. Submit your partially completed Evaluation Criteria to your assessor.

Task 1.2 Assessing Emotional Strengths and Weaknesses
1. Locate the Emotional Assessment template found within this workbook. Use this template for assessing your emotional strengths and weaknesses.
2. Assess your emotional strengths and weaknesses using your Evaluation Criteria. Record results on your template.
3. Based on the assessment of your Evaluation Criteria, complete the Emotional Assessment. This must include the following information:
a. At least two of the following:
• Your emotional strengths
Your emotional strengths must be directly taken from your Evaluation Criteria. These must include areas identified in your Evaluation Criteria that you can maintain.
• Your emotional weaknesses
Your emotional weaknesses must be directly taken from your Evaluation Criteria. These must include areas identified in your Evaluation Criteria that need improvement.
4. Submit the following to your assessor:
• Completed Evaluation Criteria template
• Completed Emotional Assessment template.

Task 1.3 Identifying and Analysing Potential Emotional Stressors in the Workplace
1. Locate the Potential Emotional Stressors template found within this workbook. Use this template to identify and analyse potential stressors in the workplace.
2. Complete the Potential Emotional Stressors template. Your Potential Emotional Stressors must contain the following information:
a. Briefly explain at least one workplace situation where you felt stressed.
b. Analyse the identified workplace situation by identifying the following:
i. At least two potential emotional stressors present in the identified workplace situation
Potential emotional stressors refer to the conditions present in the situation that made you feel stressed, e.g.
• Lack of communication from co-worker
• Personal deadline not being met
ii. At least two methods for responding to each identified potential emotional stressor
The methods identified must be specific, applicable, and shows healthy responses to each identified potential emotional stressor.
c. Ensure to leave the following sections blank:
• Feedback from Co-workers
• Recommended Methods for Responding to Potential Emotional Stressors
These sections will be completed in Task 1.4.
3. Submit your partially completed Potential Emotional Stressors template to your assessor.

Task 1.4 Seeking Feedback to Identify and Confirm Methods of Responding to Potential Emotional Stressors in the Workplace

1. To complete this task, learner must seek feedback from at least two co-workers regarding their identify potential emotional outlined in their Potential Emotional Stressors template from Task 1.3.
2. Locate the Observation Form provided within this workbook. This template outlines all the skills you need to demonstrate in this task. Review the document to ensure the demonstration of the skills specified when seeking feedback on methods of responding to emotional stressors in the workplace.
3. Arrange a time with your assessor to observe you in seeking feedback. Provide them with a copy of the Observation Form provided within this workbook. Discuss all requirements of the task with your assessor and prepare these before the consultation meeting.
Your assessor will complete the Observation Form.
If direct observation is not possible, record the activity in a video. Ensure to obtain permission first from persons involved before doing so.
4. Review your partially completed Potential Emotional Stressors template from Task 1.3.
5. Arrange a consultation with at least two co-workers to seek feedback regarding your methods. During the consultation:
a. Ask your co-workers for confirmation on each of your methods for responding to potential emotional stressors in the workplace, as identified from the Potential Emotional Stressors in Task 1.3.
Confirmation of your methods can include but is not limited to the following discussion points:
• Is the method of response to potential emotional stressors effective?
• Will the method of response to potential emotional stressors need to be revised?
b. Identify at least one method for responding to each identified potential emotional stressor in the workplace with assistance from your co-workers.
Record the information in your Potential Emotional Stressors template.
6. Submit the completed Potential Emotional Stressors template to your assessor.

Part II. Recognise and Address Emotional Intelligence of Others

Task Overview
This part of the project will require you to recognise and address the emotional strengths and weaknesses of others. Specifically, you will be required to:
• Interact with co-workers and observe their emotional states
• Develop plans for identifying and responding appropriately to a range of emotional expressions
• Apply techniques that indicate flexibility and adaptability in dealing with others in the workplace
• Demonstrate consideration of the emotions of others when making decisions

Resources Required:
To complete this project, you will need access to the following:
• A workplace that will allow you access to:
o People, including:
• Co-workers met with in Task 1.4
• At least two relevant stakeholders

Templates required to complete this project are provided within this workbook.

Task 2.1 Assessing Emotional Expression of Co-Workers
1. Seek an opportunity in the workplace to observe and analyse the emotional responses of the co-workers you met with in Task 1.4.
2. Locate the Team Emotional Intelligence Profile template within this workbook. Use this template to record your observations on your co-workers.
3. Observe each co-worker and their emotional responses to situations in the workplace. Document each co-worker's interactions.
Each co-worker must address all issues present in their interactions.
Complete at least one profile for each co-worker observed.
4. Record your observations in the Team Emotional Intelligence Profile. The Team Emotional Intelligence Profile must contain the following information:
• The emotion each co-worker expressed upon observation
• Analyse each emotion through the following steps:
o Identify at least one emotional cue that indicates the emotion your co-worker expressed.
Emotional cues are verbal or non-verbal hints that indicate someone's emotional state. These cues include but are not limited to:
• Facial expressions
• Body movements
• Tone of voice
Though your identified emotional expressions must differ, the emotions and cues you identify for each emotional expression can be similar.
o Identify at least three emotional expressions
Emotional expressions refer to how one outwardly communicates their emotional state. These expressions can be either verbal or non-verbal, e.g.
• Crying
• Pacing around a room
• Venting to a co-worker
5. Have each of your co-workers sign the profile you made for them to ensure that all assessments are accurate and appropriate. All signatures must be handwritten.

6. Secure proof of each interaction with each co-worker. This will be submitted as supplementary evidence at the end of this task.
This can include but is not limited to the following:
• Meeting minutes
• Video recording
• Email threads
7. Submit the following to your assessor:
• Supplementary evidence of your interaction with each co-worker
• At least two copies of the Team Emotional Intelligence Profile

Task 2.2 Developing a Plan to Identify and Respond to a Range of Emotional Expressions
1. Locate the Emotional Expression Plan template within this workbook. Use this template to create a plan for identifying and responding to emotional expressions.
2. Based on the observed emotional expressions of your co-workers from their Team Emotional Intelligence Profiles in Task 2.1, create a plan to identify and respond to a range of emotional expressions.
The plan must contain the following:
• At least three emotional expressions observed from your co-workers in Task 2.1
For each emotional expression, identify the following based on the information gathered in your Team Emotional Intelligence Profiles from Task 2.1:
• At least one method of identifying the specified emotional expression
• At least one method of responding to the specified emotional expression
For each method, you must include:
• At least one expected outcome
• Planned date of implementation
Record all information in the Emotional Expression Plan found within this workbook.
3. Ensure to leave the following sections blank:
• Actual Outcome
• Actual Date of Implementation
These sections will be completed in a succeeding task.
4. Have your assessor sign the Assessor Declaration Form to assure their approval of your plan. Their signature must be handwritten.
5. You are not required to submit the Emotional Expression Plan in this task.

Task 2.3 Applying Techniques in Dealing with Others
1. To complete this task, you must interact with the co-workers you met with in Task 1.4 on at least three separate occasions to implement your Emotional Expression Plan. Throughout the implementation, you must also be able to apply techniques that:
a. Indicate flexibility in dealing with others in the workplace
b. Indicate adaptability in dealing with others in the workplace
c. Show consideration for the emotions of others when making decisions
2. Locate the following templates provided within this workbook:
• Reflective Journal
Use this template to record your reflections while applying your emotional expression plan.
• Third-Party Report
This template outlines all the skills you need to demonstrate in this task. Provide your co-worker a copy after interacting with them.
3. Review your partially completed Emotional Expression Plan from Task 2.2. Your plan will be used as basis for completing the Third-Party Report in this task.
4. Interact with each co-worker you observed in Task 2.1 on at least three separate occasions to implement each of the following identified methods from your Emotional Expression Plan:
• Identifying emotional expression
• Responding to emotional expression
During the interactions, you must apply the following:
a. At least one technique that indicates flexibility in dealing with others in the workplace
Flexibility refers to how willing you are to compromise with others to meet their needs and how this affects your ability to make decisions.
b. At least one technique that indicates adaptability in dealing with others
Adaptability refers to how well you adjust your response to how someone expresses their emotions and how this affects your ability to make decisions.

c. At least two techniques that show consideration for the emotions of others when making decisions
Techniques that show consideration for the emotions of others when making decisions can include but is not limited to the following:
• Adjusting to the emotional responses of others when presenting a decision they may not like
• Asking for others' suggestions for alternative decisions
5. After each interaction, record the following on your Emotional Expression Plan:
• Actual date of implementation for each method
• Actual outcome for each method found in the Emotional Expression Plan
After each interaction, provide each co-worker with at least one copy of the following templates provided within this workbook:
• The completed Emotional Expression Plan from Task 2.2
Your co-workers will use this as basis for their feedback.
• Third-Party Report
Your co-worker's feedback will be recorded in the Third-Party Report.
a. At least two techniques that show consideration for the emotions of others when making decisions
Techniques that show consideration for the emotions of others when making decisions can include but is not limited to the following:
• Adjusting to the emotional responses of others when presenting a decision they may not like
• Asking for others' suggestions for alternative decisions
1. After each interaction, record the following on your Emotional Expression Plan:
• Actual date of implementation for each method
• Actual outcome for each method found in the Emotional Expression Plan
After each interaction, provide each co-worker with at least one copy of the following templates provided within this workbook:
• The completed Emotional Expression Plan from Task 2.2
Your co-workers will use this as basis for their feedback.
• Third-Party Report
Your co-worker's feedback will be recorded in the Third-Party Report.
2. Complete your Reflective Journal by identifying the following:
• At least one instance where the learner applied a technique that indicates flexibility in dealing with others in the workplace
• At least one instance where the learner applied a technique that indicates adaptability in dealing with others in the workplace
• At least two instances where the learner applied techniques that show consideration for the emotions of others when making decisions
The instances identified in your Reflective Journal must be based on each of your co-worker's findings found in the Third-Party Report for each interaction you had.
Detailed instructions are provided in the Reflective Journal.
3. Submit the following to your assessor:
• Completed Emotional Expression Plan
• Completed Reflective Journal
• At least three completed copies of the Third-Party Report, one for each interaction

Skill Requirement 1
Describe at least one instance where you applied a technique that indicates flexibility in dealing with others.
Specify at least one technique used in the identified instance and briefly explain how the identified technique was applied.

Skill Requirement 2
Describe at least one instance where you applied a technique that indicates adaptability in dealing with others.
Specify at least one technique used in the identified instance and briefly explain how the identified technique was applied.

Skill Requirement 3
Describe at least two instances where you applied techniques that showed consideration for the emotions of others when making decisions.
Specify at least one technique applied for each identified instance and briefly explain how each identified technique was applied in their respective instances.

Task 2.4 Identifying Improvement Areas for Emotional Intelligence
1. To complete this task, you must consult with at least two relevant stakeholders to identify improvement areas for your own emotional intelligence. The relevant stakeholders you must consult with can include the following:
• Co-workers you interacted with in Task 2.3
• Your supervisor
2. Arrange a consultation with at least two stakeholders. During the consultation, identify at least two improvement areas related to emotional intelligence.
The consultation can be about any area of emotional intelligence in relation to either of the following:
• Your performance in Task 2.3
• Your general workplace behaviour
The improvement areas can include the following:
• Instance during Task 2.3 where you did not apply the following:
o Flexibility in dealing with others in the workplace
o Adaptability in dealing with others in the workplace
o Consideration of the emotions of others when making a decision
• Areas where you can demonstrate better emotional intelligence, which include:
o Self-awareness
o Self-management
o Social awareness
o Relationship management
3. Secure written evidence of the consultation that includes at least two areas of improvement for your own emotional intelligence.
Written evidence can include:
• Email correspondence
• Meeting minutes
4. Submit the written evidence of the consultation to your assessor.

Part III. Promote the Development of Emotional Intelligence in Others

This part of the project will require you to promote the development of emotional intelligence in others. Specifically, you will be required to:
• Create opportunities for others to express their thoughts and feelings
• Develop and implement plans to assist others in understanding the effect of their personal behaviour and emotions on others in the workplace.

Task 3.1 Developing Plans to Increase Emotional Intelligence in Others
1. Seek an opportunity to create a plan for developing emotional intelligence within your co-workers.
2. Locate the following templates provided within this workbook.
• Policies and Procedures Outline
Use this template for outlining policies and procedures relevant to organising informal opportunities and tasks. Your assessor will use this as basis for the Observation Form in the next ask.
• Emotional Intelligence Plan
Use this template for creating a plan to develop emotional intelligence within your work team.
3. Access and review at least one of your organisation's policies and procedures for each of the following:
• Organising informal opportunities for others to express their thoughts and feelings in the workplace
• Organising tasks for assisting others to understand the effect of their personal behaviour and emotions on others in the workplace
The policies and procedures accessed and reviewed for this task can include but is not limited to policies and procedures relevant to
• Scheduling
• Preparing for meetings
• Personal development plans
4. Complete the Policies and Procedures Outline:
a. Identify the following policies and procedures documents you reviewed:
• At least one policy and procedure relevant to organising informal opportunities
• At least one policy and procedure relevant to organising tasks
b. For each identified policies and procedures, outline the following:
• Relevant policy
• Relevant set of procedures

1. Create an Emotional Intelligence Plan. The template is separated into two sections. Instructions to complete each section are as follows:
• Informal Opportunities for Expressing Thoughts and Feelings in the Workplace
To complete this section, you must:
a. Identify at least two informal opportunities for each co-worker to express their thoughts and feelings when in the workplace
These opportunities refer to activities that occur outside of structured, formal workplace environment. These do not need to be led by an instructor or a trainer, and can include but are not limited to the following:
• Individual discussions
• Casual group discussions
b. For each informal opportunity, identify the following:
• At least two persons involved in the informal opportunity
• Expected date of implementation
• Expected outcome
c. Do not write anything on the following sections. These will be completed in the next task:
• Actual Date of Implementation
• Actual Outcome
• Tasks to Assist in Understanding the Effect of Personal Behaviour and Emotions on Others in the Workplace
a. At least one task for assisting others to understand the effect of their personal behaviour on others in the workplace
These tasks can include but are not limited to the following:
• Individual performance reviews
• Workplace behaviour assessments
b. At least one task for assisting others to understand the effect of their emotions on others in the workplace
These tasks can include but are not limited to the following:
• Individual check-up sessions
• Conflict management sessions

a. For each task, identify the following:
• At least one action item
• At least one person to assign the task to
• A projected date of implementation
• At least one expected outcome
Do not write anything on the following sections. These will be completed in the next task:
• Actual Date of Implementation
• Actual Outcome
Ensure that the informal opportunities and tasks in the plan align with your organisation's policies and procedures as outlined in the Policies and Procedures Outline.
1. Have your supervisor sign your Policies and Procedures Outline. This is to ensure that the identified requirements are in line with the requirements of your organisation. Their signature must be handwritten.
2. Submit the following to your assessor:
• Completed Policies and Procedures Outline
• Partially completed Emotional Intelligence Plan

Task 3.2 Implementing Plans to Increase Emotional Intelligence in Others
1. Review the following:
• Your completed Policies and Procedures Outline from Task 3.1
Your assessor will use your outline as basis for the Observation Form. Provide your assessor with a copy of the completed Policies and Procedures Outline before facilitation.
• Your partially completed Emotional Intelligence Plan
Your plan will be used as basis for facilitating informal opportunities and tasks.
2. Locate the Observation Form provided within this workbook. This outlines all the skills you need to demonstrate in this task. Review the document to ensure the demonstration of the skills specified during the facilitation of informal opportunities and tasks.
3. Review the instructions here and the skills outlined in the Observation Form. Arrange a time with your assessor to observe you in facilitating informal opportunities and tasks. Provide them with a copy of the Observation Form provided within this workbook. Discuss all requirements of the task with your assessor and prepare these before the implementation.
If direct observation from your assessor is not possible, record your implementation of each action item in a video. Ensure to obtain permission first from persons involved before doing so.
4. Facilitate each informal opportunity for others to express their thoughts and feelings in the workplace identified in your Emotional Intelligence Plan from Task 3.1.
For each opportunity, record the following on your Emotional Intelligence Plan:
• Actual date of implementation
• Actual outcome
Secure proof that you have implemented each informal opportunity. This will be submitted as supplementary evidence at the end of the task.
Supplementary evidence can include but is not limited to the following:
• Photos
• Video recordings

1. Facilitate the following from the partially completed Emotional Intelligence Plan in Task 3.1:
• At least one task for assisting others to understand the effect of their personal behaviour on others in the workplace
• At least one task for assisting others to understand the effect of their emotions on others in the workplace
For each task, record the following on your Emotional Intelligence Plan:
• Actual date of implementation
• Actual outcome
2. Secure proof that you have facilitated each task. This will be submitted as supplementary evidence at the end of the task.
Supplementary evidence can include but is not limited to:
• Meeting minutes
• Video recordings
3. Submit the following to your assessor:
• The completed Emotional Intelligence Plan
• Supplementary evidence, which must include the following:
o At least two as proof of the implementation of each informal opportunity
o At least two as proof of the implementation of tasks

Attachment:- Develop and use emotional intelligence.rar