TASK 1

SWOT ANALYSIS

STRENGTHS WEAKNESSES
Positive attitude Confidence
Good time management and organization Decision making
Hardworking Concepts
Product knowledge
Self-driven

OPPORTUNITIES THREATS
Work experience Not a healthy environment
Collaborations with another agent Lack of sleep due to night shift
Live projects/briefs Competition with better company
Exhibiting work
Competing with other company

Personal Stressor and emotional states

 Identify at least 3 instances where you have felt stressed or experienced a negative
emotional state at work (simulated). For each instance, consider the precise context,
causes and your response.

Answer;
During my time working in a call center handling US life insurance.
The following examples were some of my stressed experience while working there.
1. They had unrealistic and unsafe targets for staff members. As an agent you would be
required to take in phone calls for 2-3 hours straight before going on break. It was an
unhealthy work condition as several staff had health issues and needed to go to the
toilet after half an hour to 1 hour.
2. I once had a manager who would assign less strenuous responsibilities to tenured staff
of his liking and give more tasking responsibilities to the newbies and agent, he doesn’t
like due to having poor performance.
3. Once I was given a query for calling sick during peak season and was warned that if I
came late or called in sick, I would be fired. really terrible work conditions!

Potential Emotional Triggers

 Identify at least 2 causes or triggers of your own personal emotional; stated at work
(simulated)
  Identify how you can use awareness of such triggers to control your responses and
achieve positive outcomes, especially with respect to your impact on others and their
work performance.

Answer;
1. Being asked to do something I don’t want to do out of safety or ethical concerns; being
aware of this trigger would help me control my response when asked by a manager to
do something this isn’t my key responsibility, or I don’t want to do. I can respectfully tell
my manager my reason for not wanting to do it. Probably it isn’t safe or ethical. In most
it would in result in my manager reviewing the nature of the task or resigning it
someone else.
2. Manager or Supervisor not showing respect for time; This is a major trigger as it can
negatively affect my performance when I feel my time is not respected my manager for
example when I’m asked to work during my break time or beyond my workhours. My
response in such situation is to remind my manager of my workhours and break time
and my willingness to work or be flexible as long as they are adequate compensation.

Management of emotions & Impact

 Identify at least one instance of workplace behavior that demonstrated management of

emotions as an example for others to follow.
 Evaluate what impact it has on others in the workplace.

Answer;

Once I was asked to stay back after close of work to do some work that was urgently needed to
be submitted. This was a trigger for me especially as if was becoming a more frequent
occurrence. I told my manager that being this was after hours and is becoming more frequent
during peak season, I advised a compensation could be given to members who are willing to
work afterhours. This was escalated to management as it was approved.
This resulted in increased willingness and improved performance by other staff members who
worked afterhours.
Improve development of own emotional intelligence
 Identify three actions you will take to improve your own emotional intelligence on the
basis of self- reflection or feedback from others. Reflect on emotional intelligence
principles and strategies to justify your proposed actions.

Answer;
1. I would utilize an assertive style of communicating.

Assertive communication goes a long way toward earning respect without coming
across as too aggressive or too passive. Emotionally intelligent people know how to
communicate their opinions and needs in a direct way while still respecting others.
2. I would “respond to” rather than “react to” conflict.

During instances of conflict, emotional outburst and feeling of anger are common. The
emotionally intelligent person knows how to stay calm during stressful situations. They
don’t make impulsive decisions that can lead to even bigger problems. They understand
that in times of conflict the goal is a resolution, and they make a conscious choice to
focus on ensuring that their actions and words are in alignment with that.

3. I would utilize active listening skills.

In conversations, emotionally intelligent people listen for clarity instead of just waiting
for their turn to speak. They make sure they understand what is being said before
responding. They also pay attention to the non-verbal details of conversation. This
prevents misunderstandings, allows the listener to respond properly and shows respect
for person they are speaking to.