Assessment task 4.

a) Describe the concept of Emotional Intelligence and its key principles.

According to Goldman, Emotional Intelligence is the capacity to understand our

feelings and those of others. Motivating ourselves and managing emotion
effectively in ourselves and others. There are some emotional competencies, which
are "a learned capacity based on emotional intelligence that contributes to effective
performance at work" (Goleman 1998), in a nutshell, EI refers to the ability to
identify and manage one's own emotions as well as the emotions of others. There
are some key principles, based on the Salovey and Mayer model, which shows four
branches: Perceiving emotions, emotional facilitation of Thought, Understanding
and analysing emotions and reflective regulation of emotions. Also, there is a
Daniel Goleman Theory, he divided Emotional Intelligence into personal and social
competencies, the first one is divided into self-awareness which is the ability to
recognise one's own emotions and their effect on others. Self-regulation is the
ability to control emotions and think before acting. And motivations, which is the
zeal to pursue goals with energy and persistence. The second one, social skills
include empathy, which is the ability to understand the feeling of others and social
skill, that is the proficiency in managing relationships.
Emotional Intelligence can be split into five essential elements:
- Recognising, understanding, and managing the emotions of oneself and others.
- Expressing our thought.
- Developing and maintaining social relationships.
- Coping with challenges.
- Using emotional information in an effective and meaningful way.

b) Research and find an example/case relevant to the application of EI in a workplace.

Real case*

Maria and Alexa are co-workers. Maria is a marketing assistant, and Alexa is the
Operations Manager. To send a quote for a product to a customer, Maria must ask
Alexa about the costs and the final price at which the product could be sold to the
customer. Alexa takes a long time to reply, Maria sends two new emails, but Alexa
said she is busy, and asked for a little more time. Maria was already a little
dissatisfied, since the client was requesting the information soon, Maria decides to
stop communicating by email and went directly to Alexa's office to talk to her and
wait till Alexa gives her the prices. When she arrived at her office, she found Alexa
looking for baby clothes on the Internet. Maria got mad; however, she decided to
leave and not talk to Alexa. Alexa did not notice that Maria was there. The next day,
Maria goes determined to request the quote again verbally, and this time she finds
 Alexa searching for food to order on her cell phone, and on her computer was open
a page to search for houses. Maria got even angrier and decided not to talk to
Alexa, preferring instead to write to the customer that it was not possible to give
him a competitive price and recommended another company that manufactured
similar products. A week later, Alexa finally sent the quote to Maria, to which she
replied that it was no longer necessary, as the client could not wait any longer and
decided to go with another supplier. Alexa was very upset with Maria for letting the
customer go and not insisting that he stay. From then on Maria and Alexa never
spoke to each other again, and the quotations were no longer done by Maria but by
another co-worker.

This case happened in real life in a company where I worked. I always thought It
was necessary to make some activities relating to Emotional Intelligence and ways
to communicate because communication was important to keep harmony and a
fluent relationship among the workers. It was necessary Maria talked to Alexa in a
good way and let her know it could be a potential client. Further, ask Alexa if she
was okay if she considered needed more time with her baby because It seems Alexa
was missing her baby so much and wanted to expend more time with her.

c) Using one of the above cases as a context, or a case you have researched and
prepared, prepare a detailed briefing for the workplace audience (roleplay)
covering; • How the case addresses the application of EI in the workplace in terms
of the following EI principles; • self-awareness • Self-management • Social
awareness • Relationship management.

Brief*

d) Strategies and methods to develop and support EI in a multi-cultural workforce

(organisation perspective)

Managing diversity means allowing a multicultural workforce to understand and

react to its ability in an equitable work environment where one band has an
advantage and disadvantage. That is why some strategies from an organisation
perspective are:
Sharing (open communications and a pursuit for collaboration chances): sharing
success, mental models, competence, and a co-created vision.
Hire people of competence regardless of their backgrounds and origins, so they may
effectively apply that competence to their job responsibilities.
To evaluate people for career assessment and development based on their
performance. The organisation's task is to capitalize on human assets by developing
human potential.
Though relationships may also exist between motivational and interaction
processes.
 The requests for a line administrator are (Hayashi, 1985; 1989): Master of the first
and second cultures' languages, personal knowledge of the first and second cultures'
knowledge, values, and meanings, being trusted and/or legitimately a member of at
least one of the two groups.1

Although organisations might express a desire for greater racial harmony, none, at
least in the private sector, claims it as an important end in and of itself (Brief &
Barsky, 2000)
Business organisations are likely to be held increasingly accountable to multiple
societal goals, such as promoting social change (Aaronson & Reeves, 2002; Anft,
2002).

e) Strategies and methods to develop and support EI within colleagues (individual

perspective).2

Referring to a changing work context, with increasingly digital communication,

diversity, and virtual teamwork, the interviewees pointed out that face-to-face
communication where active listening plays a key role enhances understanding and
builds relationships, trust, and support in search of problem solutions. Appropriate
cognitive attitude towards listening plays a key role and makes it part of effective
and conscious communication. A positive relationship between professional
listening competence and attorneys' subjective sense of well-being at work.
Some managers indicated technical skills in eliminating all kinds of distractions and
interruptions, using eye contact and body posture, asking questions, and taking
notes, i.e., in the process of hearing, understanding, and remembering. By allowing
the employee (the subordinate) to express his/her feelings and messages while
keeping their own preconceived opinions and prejudice under control, the managers
reveal sensitivity and the desire to be empathetic listeners.

f) "Application of EI in building stronger workplace relationships."3

Solid interactions are vital to achieving objectives. It is necessary to connect all

levels of workers in the company in achieving the company goals. We can only
successfully join those individuals with whom we have constructed great
connections and with whom we have gained trust.

Human Resources Pros with good relationship management EQ:

1
ECONOMIC JOURNAL OF HOKKAIDO UNIVERSITY, 25, 119-167. RIJAMAMPIANINA, Rasoava
2
   Inga Jona Jonsdottir & Kristrun Fridriksdottir (2019): ACTIVE LISTENING: IS IT THE FORGOTTEN
DIMENSION IN MANAGERIAL COMMUNICATION? International Journal of Listening.
3
USING-EMOTIONAL-INTELLIGENCE-TO-BUILD-AND-STRENGTHEN-RELATIONSHIPS, Gina
Abudi.
  Develop and preserve robust informal and formal groups.
 Vigorously develop rapport with others at all amounts.
 Take time to create, cultivate and sustain strong working relationships.
 Improve retention of the workforce.
 Collaborate and share information and encourage others to do so.
 Promote and encourage teamwork.
 Model respect for others within the company.
 More efficiently engage others.

g) Available EI and EQ evaluation tools

- https://www.mindtools.com/pages/article/ei-quiz.htm
- https://www.talentsmarteq.com/assessments/
- https://www.ihhp.com/free-eq-quiz/
- https://www.psychologytoday.com/ca/tests/personality/emotional-intelligence-
test