Develop and Use Emotional Intelligence (BSBLDR501)

Assessment 3

Submitted to
TerequlAhad

Submitted by
JenjiraKhamma ID 15859

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Jenjira Khamma ID15859
Appendix 1 : Role-play scenario

Introduce the session positively by establishing why the coaching is occurring and ask Pat for
input:

Ask Pat to describe own performance, personal situation, obstacles to performance, feelings and
job satisfaction.

Perspective KPI Target Results

Financial Revenue generated by personal sales $15,000 $16,000
Revenue generated by through sales assists $15,000 $10,000
Customer - Manager evaluation, rating/10 8/10 = 80% 80%
focus - Customer evaluation, rating/10 8/10 = 80% 90%
- Peer evaluation, rating/10 8/10 = 80% 50%

Internal Completion of sales and related expense reporting Completion Completion

Process
Employee Training/self-development hours 360 evaluation 100 hours 7 hours
- Manager and peer evaluations combined,
rating/10 8/10 = 80% 60%
(Contribution to high-performance climate and
employee satisfaction)

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Coach emotional intelligence
Answers: -

Introduction of Coaching Session and Asking Pat for Feedback

Coaching is mainly essential for the purpose of enhancing the areas that
are found lacking in respect to the employees working within the organisation.
In the given case study, it is analysed that Pat’s performance has not been up
to the standard despite he has been an excellent performer in the organisation.
This has been a cause of concern to the managers, and as a result, an
appropriate coaching is considered essential. In this respect, it is analysed that
there would be coaching essential to Pat in order to identify his concerns so
that improved level of performance could have been accomplished on his part,
and thereafter, better and enhanced organisational performance could have
become possible. This suggests that the coaching is occurring mainly because
the problem areas faced by Pat can be identified and they can be rectified
positively with a view to achieving enhanced level of organisational
performance.

Requirement of Pat Feedback: A star performer is facing a decline in the

performance levels across the organisation and this is a cause of serious
concern. Thus the Pat is required to report such performance decline for which
he is required to fill a questionnaire that comprises of questions on various
areas of dissatisfaction or subjective questions on problems faced by him. This
would give an idea of Pat’s concern and appropriate strategies could have been
considered aimed at addressing organisation’s performance. The feelings held
by Pat including the questions on job satisfaction levels are the major ones that
would be included in the questionnaire.

Emotional Intelligence: It is essential to examine the emotions held by Pat,

as there must be emotional issues that could have been the reason for decline
in the performance of Pat. As a result, it is essential to analyse any such
emotional issues facing PAT, and this will be examined through the application
of Myers and Briggs Foundation. This tool will allow for assessing the emotions

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of Pat with respect to any major problems that he is facing and thereby better
resolution to the problem can be identified. This is a psychological measure
aimed at analysing the ways in which the person perceives and there will be
questions based on factors affecting the mental ability of Pat. This will give an
idea of the mental stress that he is undergoing.

Creating Pat Awareness of Emotional Intelligence: The awareness

concerning the strength would be created by way of providing a clear indication
of the past performance. The excellent performance as achieved by Pat in the
past could be utilised as a basis in creating adequate level of motivation within
Pat to continue looking towards accomplishing improvements. Pat could be told
about his strength factor such as he is the best performed in organisation, he
has become role model for others, and now, he is losing his image in front of
his subordinates. This particular information type could assist in the process of
creating positive understanding in the minds of Pat and this could therefore act
as an efficient strategy in addressing the problem.

Pat’s Goals and Performance Gaps: A clear set of goals for Pat needs to be
identified and there should also be clear identification of performance gaps.
Grow model is crucial in setting goals and thereby in solving the problems
efficiently. Application of this grow model in identifying goals and performance
gaps are:

 Goal: To achieve improvement over the performance level that has been
declining, by way of identifying the reasons leading to such lower
performance.

 Reality: Reality is that Pat has been an efficient performer but it is mainly
because of certain issues that his performance has been declining. Since
he has been an efficient performer, it could be possible to address the
issues in a positive way and improved level of performance can further
be accomplished.

 Obstacles: The main obstacle to Pat is mainly in the form of declining

level of trust of his subordinates which could create extra level of issues
to him in achieving recovery.

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  Way Forward: The focus of Pat should be on identifying the performance
gaps and looks towards accomplishing them so that he can ensure higher
level of growth and success. As a result, it is essential that the focus of
Pat should be looking forward so that enhanced improvement over the
performance levels could have been possible.

Reasonable Options Available to Pat

Based on the Grow model as identified above, it is evaluated that there

are issues noted in respect to the performance of Pat’s performance. As a
result, efficient measures are essential to consider by Pat in order to achieve
enhancement in its performance. In this respect, the reasonable option
available is that there should be complete self-assessment that is required to
be carried out by Pat so that the problems within him can be identified.
Secondly the immediate supervisor also has a major role to play in this
situation of Pat, as he needs to assess the situation and provide regular
feedback to Pat regarding the areas that need improvements. These are the
major options that are available to Pat to consider.

Establishing Pat’ Willingness to Perform

The Pat’s willingness to perform is highly dependent on his ability and

emotional feeling that he is undergoing. In this respect, there has been a
sudden decline in the performance being witnessed and there must be certain
major emotional intelligence issues that could have been the reason. As a
result, it is essential that the actual willingness of Pat could be established
provided there is sufficient level of evidence noted in respect to the reason that
has resulted into decline in his morale. Once this is identified, there can be the
possibility of identifying the willingness of Pat in performing efficiently across
his role within the organisation. There must be a supportive working
environment that is essential for Pat so that he can cope up with the challenges
and can recover his enhanced performance level across the organisation.

Model emotional intelligence through empathy and listening skills.

Pat need to practice her skills more about empathy and listening skills,

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Empathy is described in Webster’s dictionary as, “the action of understanding, being aware of,
being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another
of either the past or present without having the feelings, thoughts, and experience fully
communicated in an objectively explicit manner”. In my personal opinion empathy is simply
putting yourself in someone else’s shoes. When we are able to fully understand and comprehend
what someone else is feeling we can be effective listeners and provide them with all the attention
that they require. Empathy is an important skill that we need to master to be effective in many
fields. In the field of psychology, empathy is a crucial skill that needs to be mastered. In psychology,
you are constantly listening to the problems of others and you really need to show empathy to the
patients so that they know, they are being fully comprehended. When we are speaking to our
friends we have put ourselves in their shoes to reassure them that we care. “Empathic listening is a
way of listening and responding to another person that improves mutual understanding and trust.
It is an essential skill for third parties and disputants alike, as it enables the listener to receive and
accurately interpret the speaker's message, and then provide an appropriate response”. When one
listens empathically we are providing others with a new level of trust, which in turn can lead to
better relationships with others. Empathy is being able to express through verbal and non-verbal
expressions that we are truly focused and understanding what an individual is expressing to us. “To
effectively experience empathy requires the development of several skills and attitudes including
imagination, open-mindedness, and commitment”.

Build Pat’s awareness of emotional intelligence weaknesses and strengths – make sure you focus
on Pat’s strengths.

Strength
Pat has a passion to work for internal reasons
that go beyond money and status because how
she did so that she can be leader who can
motivate others
Pat has assumptions about herself which is
positive. Positive assumptions might include
thoughts such as ‘If I keep trying I will be
successful’
Weakness
Pat has been stand-offish and preoccupied
with something. It is may not because she is
underestimate other employees but it is
because she can stand on the own ability so
that she may doesn’t see other employee’s
ability and this situation is seriously affecting
other employees’ ability to focus on customers
effectively and, perhaps worse, is negatively
affecting the work climate.
Pat is lack of Social skills that it is about the
development of good interpersonal skills is
tantamount to success in your life and career.
In today’s always-connected world, everyone
has immediate access to technical knowledge.
Thus, “people skills” are even more important
now because you must possess a high EQ to
better understand, empathize and negotiate
with others in a global economy

Using the GROW model, establish Pat’s goals and performance gaps (reality):
The GROW Model

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One of the most common questions asked about coaching is “What process should I follow?”
There is no single answer to that, however if it is assumed that coaching is largely a structured
interaction about a topic where the coach seeks to ask questions to encourage the other person to
develop solutions to the challenge or problem they face, then the GROW model is one of the most
popular.

Continuing GROW model, establish and discuss reasonable

Personal
Goal Build strong relationship with team member and prepare to be team leader
Reality As it is happening now as negative way is newer employees are beginning to feel
that they are personally disliked and disrespected.
Opportunities Develop communication skills with team member
Will Begin to conduct meeting and help other team member individual
Professional
Goal Officially promote to be team leader with respect from team member
Reality Pat had been looked up to as a model employee and an informal leader
Opportunities Use empathy and listening skills including being positive model of leader
Will Develop a skill in treating people according to their emotional reactions.
Hallmarks include expertise in building and retaining talent, cross-cultural
sensitivity, and service to clients and customers
Team goal
Goal Good team relationship and better team performance
Reality Newer employees are beginning to feel that they are personally disliked and
disrespected; that teamwork is not a value promoted by the team; that they
can’t rely on senior, skilled staff; and that, effectively, they’re on their own.

Opportunities Communicate more in team

Will Conduct meeting regularly so team member have chance to brainstorming and
helping each other

Continuing GROW model, establish Pat’s willingness to perform (and increase EI) immeasurable
and observable way

Emotional Self Social

intelligence
Self - awareness Social awareness

Self-Confidence if she earn trust Empathy - She should understand her

Recognition from her team member subordinate and try to develop her
team member

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 Emotional Self Social
intelligence
Self-Management Relationship Management

Monitoring her own performance Building Bonds - She should building

while monitoring team member bond among the team so the team
Regulation performance as well and have will willing to help increase team
good relationship with her team performance
member

Gerardo Alan Montoya Gurrola SN: 2605

Coaching phase Activities/questions

Introduction Summarise the reasons for the coaching session
from your point of view:
Hey Pat, how are you?
Pat: Not too bad, yourself?
I’m very good thanks, well I wanted to chat with
you about a concern that we got about some
important points for the company and as we
know you’re the most familiarize and the expert
on the area.
The concerns are specifically:
 The performance on the sell team
 The low result on the 360 evaluation
 And the lack on the Training/self-
development hours.
Ask Pat for input, to describe own perspective:
Can you tell me from your point of view and in
your own words, what can it be the origin of
these problems?
Pat: Well Gerardo, as you know I been working
for a while in the company and my performance
has been always good. I think the problem
about the performance on the sells team can be
due to the high goals and the lack of expertise
of the sellers.
The company has recently rotate the sellers and
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 not all of them are trained correctly which
represent more work for me because I’m the
one with more experience here.
I trying to not take extra work from others and
maybe that’s why they have put that mark on
my peer evaluation.
About the lack on training hours is due that the
courses that are on I already took it and know
very well the manual.

Goal Ask questions to establish Pat’s understanding

of performance expectations, personal goals
and aspirations:
I understand your perspective Pat, however,
how do you think would impact our
organization if we keep this behaviour?
Pat: Well I think as an organization is not
favourable that we continue with this
behaviour.
What would you do differently?
Pat: Maybe train more effectively the new
employees in order to not overwhelm the
people with more experience.
What are your goals or aspirations in the
company?
Pat: I would like to be more recognized for my
effort and that the company supports me as I
am the one with more experience in the sells
team.

Reality Ask questions to establish understanding of:

the real gap between Pat’s performance and
expectations/ performance goals:
Ok Pat, Is good to know that you’re projecting a
future in the company, that’s why we want to
solve this situation and find the way to a win –
win action.
potential obstacles to achievement, such as
Pat’s EI skills and personal/work situation:

We would like to have you as a mentor that

means that you can coach some of the new
personnel in order to achieve the goals more
rapidly, that means that you’ll get extra
privileges, a better hourly rate and more
independence on taking decisions. However
lately the work environment hasn’t been the
adequate and some of your workmates find a
bit difficult to talk to you that means that WE
have to work on your EI skills. So, would you like

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 to work together to get this done?

Pat: Oh, well I don’t know what to say, I would

like to have that opportunity, and I now know
about the image that the other people have
about me so I will do my best to change it.

Options/Opportunities Ask questions to help Pat generate options or

opportunities to help achieve goals and close
performance gaps:
Great, that’s why I was expecting to hear from
you, awesome. So, from your vision what
opportunities we have to grow as a team?

Pat: Well I think one of the most important

factor in a sells team is the management of the
information, every single seller should be able
to answer the common and the technical
questions about our products.

Ok, that’s a good one, do you have another

opportunity

Pat: Yes, I think another think that we must to

work on is the interpersonal skills and
boundaries among the team

Perfect, that sounds great, any last opportunity

that you would like to explore?

Pat: Yes, information between departments, as

a vendors we should know if there’s any
changes on the product so I would like to have
that information from the design department in
order to adjust our selling speeches

Will Will Ask questions to establish Pat’s willingness

to agree to concrete and time-bound measures
to improve performance:
Ok perfecto. So according to your answers what
actions can be taken in order to achieve our
goals? What you think can be the first step to
change our work environment?

Pat: In order to build a better team climate, we

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 can organize some social activities after work.

Ok, what about the selling performance?

Pat: Well we can make a little manual with the

FAQ’s for the new personnel and teach them
how to approach and talk to a client.

Excellent, and finally, about reaching the selling

goals, any suggestions?

Pat: Yes, in order to establish a realistic goal, I

would like to have a meeting with the sells team
and the managers so we all can be accord on
the goals.

That’s a pretty good suggestion, thank you very

much for your time Pat and once I report this to
my superiors I’ll let you know how are we going
to work together.

Pat: No problem, thank you

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