Batch 3

BSBLDR 511

Develop and use emotional

intelligence

Assessment : 1

Part A
 BSBLDR 511
Task 1 (a)

XYZ Company self-reflection survey

[Name: Mohammad Dewan] [Date: 15 - 11 - 2019 ]

Use this survey to reflect on your ability to identify the impact of your own emotions on others in the
workplace. Please complete the questions below and return the form to Marvin Munroy, Managing
Director of Human Resources, within three working days.
This survey should take around ten minutes to complete. Please indicate your role at
XYZ Company:
Identify five of your emotional strengths 1. Passion at work
(such as positive attitude, confident, 2. optimism
friendly and so on) 3. Positive expectation
4. Hopefulness
5. Confident
Identify five of your emotional 1. Impatient
weaknesses 2. Does not like pressure
(such as anger, frustration, irritation and 3. Critical of others
so on) 4. Easily bored
5. Shy
Identify two workplace stressors that 1. Bad management practices
affect you 2. Lack of support.
(such as poor workplace relationships
etc.)
Identify two triggers that can initiate an 1. biased feedback
emotional response in the workplace 2. Harassment
(such as harassment etc.)
How would you rate yourself on each of the following behaviors? Please provide
short examples to support your response.
I display emotional self-awareness and Always Sometimes Rarely Never
use my intuition to respond to customer
reactions
Resolve customer complaints in a 
professional manner
Help customers whenever needed 
I display a sound sense of self-worth and Always Sometimes Rarely Never
confidence in my role
Assisting customer in decision making 
Initiating strategic discussion with 
manager

I keep disruptive emotions and impulses Always Sometimes Rarely Never

under control

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Having Control on emotion dealing with 
customer.

Having difficulty in maintaining same level 

of emotions with the team.

I display honesty, integrity and Always Sometimes Rarely Never

trustworthiness
Provide professional advices to the 
customers
Returning forgotten things of customers 
I am flexible in adapting to changing Always Sometimes Rarely Never
situations
Difficulty adapting diverse cultural 
workplace
Reluctant to new things 
I am driven to improve performance to Always Sometimes Rarely Never
meet my inner standards of success
Participate in professional development 
program
eager to improve interpersonal skills 

I seize opportunities to create better Always Sometimes Rarely Never

possibilities for the organization
Building good rapport with stakeholders 
Maintain and Improve relationship 

I see others positively and expect the best Always Sometimes Rarely Never
of them
I am a good team player 

I help team members 

I sense the emotions of others, Always Sometimes Rarely Never

understand their perspectives and take
active interest in their concerns
Getting back to the customer immediately 
to meet their needs

Providing prompt customer service 

I get along with people of diverse Always Sometimes Rarely Never

backgrounds

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Ensuring product and service are clearly 
communicated to the customers.

Being patience with the customer with 

communication barer

I foster a positive emotional climate Always Sometimes Rarely Never

Helping other team members while 
dealing with customer issues.
Focus on the matter instead of the person 

I resolve disagreements by including all Always Sometimes Rarely Never

parties, understanding different
perspectives and finding a common
solution that meets everyone’s needs
As per my previous experience I have 
initiated conducting stakeholders meeting
to solve disagreement between a
customer and a team member.

I Resolved a customer complain promptly 

regarding the returning goods.

I generate a friendly atmosphere and Always Sometimes Rarely Never

model respect and helpfulness
Initiated team building meeting at 
previous workplace.

Acknowledging team members work 

I could improve by: (Select up to three items)

Nothing needs to  Managing  Being more Listening better
improve stress better friendly and
approachable
Being more  Understanding Completing tasks Delegating tasks
efficient the business on time more often
culture better

Other (please indicate)- N/A

Task 1 (b)

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Colleague Feedback
From the survey it is visible that Dewan has quite good control on
John Smith emotional intelligence though some areas need some improvements.
(Manager)
He explains tough situations in a proper and professional way that is
clear to the rest of the team members. And he also creates healthy
dialogues to help bring forward the best solution and demonstrates a
sincere appreciation for opposing viewpoints. However, he has trouble
communicating; regularly engages in off-putting conversations and can
be highly territorial at times. And he often feels frustrated and gets
impatient with colleagues who do not seem to get the point. Overall,
Dewan is has high potential with the necessary improvements
mentioned above.

Allan –project Dewan has demonstrated a good practice of emotional intelligence at

member
work. He is also a good team leader who understands his team
members well and act accordingly. He treats co-workers with respect
and fairness, preserves their self-confidence and dignity, and shows
regard for their opinions. And He also takes responsibility for one's
own actions; apologizes quickly after hurting someone, walks away
from arguments and forgives others rather than giving into feelings of
resentment. However, Dewan can perform even better with the
following improvements. He need control on not to struggle to set
goals that align with personal motivation and does not show interest in
focusing on achieving performance goals and no to get stressed easily
and is not able to spot and tackle situations before things escalate. So,
in my opinion, Dewan is quite good in controlling emotional intelligence
and the above improvements can make him even better.

Task 1 (c)

Self analysis on emotional intelligence

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Based on the information gathered from my self-reflection survey and feedback
received, I think my control on emotional intelligence is quite good thought there are
some areas that need to be improved. So the following aspects are the positives points
based on the emotional intelligence analysis:

 Understands one's own strengths and weaknesses, and is able to handle and
learn from constructive criticism
 Maturely reveals one's own emotions and exercises restraint and control when
needed
 Gracefully accepts defeat; always lets go and accepts the situation as it is
 Presents problem analysis and recommended solution to other employees rather
than just describing or identifying the problem itself
 Addresses issues in a professional, constructive way, and persuades others to
approach issues in the same manner

However, some required improvements are as follows:

 Improving communication; regularly engaging in off-putting conversations and

can be highly territorial at times.
 Control on frustration and gets impatience with colleagues who do not seem to
get the point
 Not to make assumptions quickly without giving one's thoughts to develop and
without considering the possible consequences

Task 2 (a)

My emotional strengths are as follows:

 Not being easily offended

 Open minded
 Assertiveness
 Desire to solve problems as they arrive

Emotional weaknesses include:

 Frustration and irritation

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 Worry or nervousness
 Anger or aggravation
 Dislikes of others

b) Emotional responses to personal stressors and triggers are as follows:

 Recognizing that emotional states come about as a result of events or situations

that can trigger a response.
 Identifying emotional states such as fear, anger, anxiety, disgust, etc.
 Identifying behavioral responses to triggers such as:
 Remaining quite and avoiding speaking up or being assertive and clearly
stating needs
 Taking criticism as a personal attack or asking for clarification
 Assuming people are not interested in my needs and avoiding
confrontation

Recognizing triggers such as:

 Lack of time management skills or insufficient work schedules set to complete

tasks, resulting in anxiety, poor decisions, poor quality work etc.
 Over committing or scheduling projects back to back without making concessions
for delays or issued that may arise.
 Ambiguous job roles or excessive work responsibilities and duties, resulting in
self doubt, fatigue, confusion and lack of motivation.

c) Managing emotions can have positive impacts as follows:

 Understanding that emotions can affect th way a team performs

 Reframing thinking and changing the way we think or feel about a situations
 Response to triggers such as:
 Being more assertive and clearly stating the needs
 Recognizing and admitting mistatkes and taking steps to resolve the error

Task 3 (a)

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Developing a plan for responding to various cultural expressions of emotions include:

 Recognizing the impact that cultural behaviors and beliefs have on interactions
 Discussing different cultural expressions of emotion such as:
 Non verbal cues, such as hand gestures and facial expressions, may have
different meanings
 Some may be more reserved in their expressions of emotions
 Status may be linked to wealth, age or position in a family.

b) Planning appropriate response to different cultural expressions of emotions include:

 Responding to the emotional cues of a diverse workforce

 Practicing empathy to develop relationships
 Understanding that some culture expresses their emotions freely and openly,
while others don’t.
 Using common gestures to communicate, such as shaking hands and smiling
 Respecting cultural status such as using correct titles and remaning formal in
interactions.

Part B

Task 4

Recognizing and responding to the emotional states of the team by assessing their
emotional cues as follows:

 Give praise and encouragement by smiling and shaking hands

 Provide clear guidance and directions by using hand gestures
 Respecting someone’s personal space
 Using listening and questioning skills to allow the thoughts an feelings of all the
team members and resolving disagreements fairly.

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 Being aware of any conflicting amongst team members and help to solve
problems.

Role play situation 1

Team Leader: Good Morning. How are you

Team members: Good Morning. We are good. How are you?

Team Leader: I am good too. Thank you.

Team members: hmmm…

Team Leader: Well, as you may know that our team is not performing as expected and
lacking behind some targets. Are you aware of this?

Team members: Yes we are.

Team Leader: That’s good. Then you can help me to get some necessary information.

Team members: Yeah. Sure.

Team Leader: Well, unfortunately I have been informed about budget cut and layoffs.

Team members: oh no…

Team Leader: yeah that’s the truth. well, I understand that how you guys are feeling,
may be disappointed and frustrated. Right?

Team members: yeah exactly.

Team Leader: well, I am also shocked and really sorry for those who are in the layoff
list.

Team members: hmmm…

Team Leader: But I can assure you that I will do my best to give you a good
recommendation letter so that you can get job somewhere else. And for those who are
staying with me with limited budget, I will provide you with all necessary details to
facilitate the process.

Team members: Thank.

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Team Leader: And to manage the stress in such a situation we will arrange a stress-
management session to help you out.

Team members: thanks.

Team Leader: and I will keep you guys updated with latest news regarding the issue.
Until then be good. And don’t hesitate to contact me if you need any help. So see you
guys later. Bye.

Team members: thanks, bye.

Role play situation 2

Service Manager: Good Morning. How are you

Receptionist: Good Morning. We are good. How are you?

Service Manager: I am good too. Thank you.

Receptionist: hmmm…

Service Manager: well, we have just received a complaint form a customer regarding
our service. Are you aware of it?

Receptionist: yeah I am. That was an unfortunate indicant.

Service Manager: I understand, sometimes such thing happens.

 Expressing that it is acceptable to leave a situation when overwhelmed by

emotions.

b) In assisting team members to understand the effet of their behavior and emotions
the following can be done:
 Helping team to understand, interpret and identify with their colleagues
feelings.
 Helping to create a team environment where members are free to express
their thoughts and feelings.

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 Assisting them to seek feedback on their behavior
 Providing constructive feedback about their strengths and weaknesses.
 Encouraging them to sel-manage their emotions.

c) The following can be done to encourage team members:

 Creating a team culture that is supportive, informal, and comfortable.

 Encouraging team members to exercise openness, flexibility and

motivation to change, innovation, creativity and collaborative problem

solving.

 Cultivating rapport with people from different walks of life.

 Turning adversarial relationships into collaborative alliances

 Using strengths to benefit the team

 Helping them to show initiative, perseverance and dedication.

 Setting measurable but challenging goals for the team.

Assessment 2

Written Q & A

1. Daniel Goldman identified key principles of emotional intelligence. Select two

of these principles and provide examples of practices or strategies you can use
to apply them.

Responses would include the following:

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 Self awareness: this means having conscious knowledge and understanding of
our own emotions, as well as your strengths, limitations values and motives.
Strategies for applying this principle include exercising emotions self awareness,
conduction self assessment and developing self confidence.

 Social awareness: this means recognizing the feelings of others and knowing
how and when to assist them. This includes how empathy, being aware of others’
feelings, providing a service to customers and monitoring relationships.

2. Describe the methods or evaluation criteria you can use that will help you
identify if an emotional attribute is strength or a weakness.

Personal strengths and weaknesses are determined by the degree to which an

individual demonstrates certain emotional intelligent attributes or practices such as self
awareness, self management, social awareness and relationship managed.

3. Choose two personal strengths and describe how these contribute to the
achievement of team/organizational goals.

Using cooperation and collaboration can improve efficiency and effectiveness at work.
Helping each other in a team will facilitate the process done on time. This will create
synergy at work which eventually leads to the achievement of organizational goal.
Moreover, visionary style of team members can be used to improve staff morale when
errors and mistakes are made. This will increase trust and belief on each other to
resolve issues.

4. Give two examples of why being able to identify emotional triggers in a

workplace can benefit:
 Yourself
 A person or team that you manage

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Having an awareness of triggers means that we can be prepared to respond an lessen

the emotional impact they have on us. For example, when I am not happy about

something, I don’t say anything, but quietly frustrated. I should be more assertive and

sate my needs.

Having awareness of triggers in others mean we can conduct some future planning and

make a plan for developing person, I can suggest a meeting where we discuss the

conflict and resolve the issue.

5. Give two examples of strategies you can use to communicate in a team that
has different cultural expressions of emotions.

To create cultural awareness and promote effective communication to avoid further

misunderstandings, first communication gap need to be eliminated. And to do so,

6. Give two examples of non-verbal cues and the underlying emotions they can
convey.

Facial expression- The first, and most obvious, clue to nonverbal communication is a
person's facial expressions. Smiling - A smile generally indicates happiness or
contentment. Another example would be eye contact. If you're talking to someone and
they don't look up at you at all, you're going to feel put-off and ignored. But, the fact that
someone's looking down a lot can also mean they're shy.

7. Use an example to describe a technique that demonstrates flexibility and

adaptability when dealing with the emotions of others.

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Being cooperative an helpful when transitioning into a new or expanded role – moving
to a new role brings uncertainly for the person occupying the role and for those who will
super vise and report to eh person, being cooperative will help to allay uncertainty and
fear, and allow others to get to know me. Being honest about my feelings will encourage
others to do the same.

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