BSBLDR511 Develop and use emotional

intelligence ASSESSMENT COVER SHEET

Student ID Student Name

First Name: Geovana

Last Name: Sant’ana

Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following conditions:
Please check each item in the box, if you agree.

I have read and understood the details of the assessment.

I have been informed of the conditions of the assessment and the appeals process and
understand I may appeal if I believe the assessment is not equitable, fair or just.

I agree to participate in this assessment, and I am ready to be assessed.

I declare that the attached is my own work or in collaboration with other members of a group
as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
Integrity Policy, and I believe other group members have done the same.
Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
has been graded.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.
Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
own work.

Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
evidence enable a judgement to be made of a learner’s competency.

How to work through your assessment

This assessment is designed to evaluate your competence for the unit BSBLDR501 Develop and use
emotional intelligence, Release 2. Your assessor will help you understand how to complete this
assessment.

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The table below gives a detailed description of the assessment .

Features of the
assessment Explanation
resource
Assessment This unit covers the development and use of emotional intelligence to
information and increase self-awareness, self-management, social awareness and
scope relationship management at work.
It includes identifying how your emotions can affect your colleagues,
recognising and appreciating the emotional strengths and weaknesses of
other people, promoting the development of emotional intelligence in
others and using emotional intelligence to maximise team outcomes.
The key outcomes are:
 Identify the impact of own emotions on others in the workplace
 Recognise and appreciate the emotional strengths and
weaknesses of others
 Promote the development of emotional intelligence in others
 Utilise emotional intelligence to maximise team outcomes

Assessment To demonstrate competency, you must successfully complete all the

overview following assessment tasks:
Task 1: Online Moodle Quizzes
Task 2: Questioning
Task 3: Project: Developing and using emotional intelligence at BizOps
Enterprises
Task 4: Observation

Complete the  Task 1: Online Moodle Quizzes

following tasks You will be completing online Moodle quizzes for each topic to
demonstrate your knowledge of the unit requirements. These are
selfmarking.
 Task 2: Questioning
You will be demonstrating a sound knowledge of the unit requirements
in your responses to short and long answer questions.
 Task 3: Project: Developing and using emotional intelligence at
BizOps Enterprises
You will be demonstrating the required skills and knowledge by
completing a scenario-based project.
 Task 4: Observation
Your performance will be documented while being observed by your
assessor in a simulated off-the-job situation that reflects the workplace.

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 TASK 1 – Please complete the following quizzes on
Moodle:
 Topic 1 Online Quiz
 Topic 2 Online Quiz
 Topic 3 Online Quiz

TASK 2: Questioning

Purpose You will demonstrate a sound knowledge of the unit

requirements in your responses.

Instructions to the To complete the task, you must answer all questions
candidate satisfactorily.
Your answers can be as long as you need.
You must complete all questions on your own (without any help
from the assessor or other students), but you can use reference
material.

Resources required You may use the learning resource and relevant documents to
research information.

Assessment Assessment will be conducted in a safe environment where

conditions evidence gathered demonstrates consistent performance of
typical activities experienced in the management and leadership
field of work and include access to:
 relevant workplace documentation and resources
 interaction with other people.

Reasonable If you are unable to answer the questions in writing, you may
adjustment request to have an interview with your assessor.
Please provide answers to the following questions:

1. Explain why it is important to identify your own emotional strengths and weaknesses in the
workplace.

Emotional intelligence is extremely important for us to control our emotions and feelings
through difficult situations. Self-knowledge is essential for gaining emotional intelligence and
mastering emotions.

2. Describe two signs of stress in the workplace.

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Information mismatch, when certain information was not provided or was changed during the
process;

Unrealistic goals, when management sets unattainable goals for the team, causing frustration
for employees.

3. Explain why it is important to develop awareness of your own emotional triggers in

theworkplace.

Managing emotions by creating the ability to deal with one's feelings is necessary for
professional life, as it helps to deal with pressure, conflicts in internal relationships and day-to-
day challenges.

4. List two constructive behaviours that a manager should model in the workplace.

Practice the feedback policy, so that the manager can score positively and negatively the
employee, thus helping in their development;
Be a good example, follow all norms and rules, don't be late, respect the code of conduct,
respect all members of the company, have a good interpersonal relationship.

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5. Explain two emotional intelligence principles.

1. Develop empathy: have solidarity and put yourself in the other's shoes. With this, you will
learn that the people around you also have limitations, flaws and needs.
2. Learn to work with negative emotions: When anger, fear, insecurity hit us, it is important that
we do not let this feeling control us. But it is also necessary to understand that we do not live
only on good times.

6. Describe two sources of a negative emotional state in the workplace.

When faced with a leadership position in which the manager does not know how to manage his
affiliates, he exercises his role, demanding results from the same through psychological
pressure, resulting in a state of anxiety in which employees end up having the opposite result
where they intended, that is, a bad result in the services provided. The feeling of non-
professional accomplishments, when a manager is unable to manage the group's achievements,
so the group does not see achievements in the work done, having their prospects for the future.
Since your work is not recognized

7. Explain three communication techniques that can help a manager to encourage and identify
a range of cultural expressions of emotions when he/she communicates with members of a
diverse workforce.

Active listening: Actively listening, paying attention to what he has to say, without unnecessary
distractions, judgments, and interruptions;
Understanding: When listening to the employee, it is necessary to understand what the
problem is and help them find a solution;
Empathy: By putting yourself in the other's shoes, we understand how the problem affects them
and act to resolve it as quickly as possible.

8. Describe two ways of demonstrating flexibility and adaptability in dealing with people
duringa time of organisational change.

Two possible ways to have flexibility and adaptability in times of organizational change can be
verified in acts in which the manager is understandable with the team, that is, in times of
change, the person in charge can take the action of listening to their affiliates, taking to
themselves and for the company, the indications for improvement that they verified, since the
affiliates have direct contact with the change on a daily basis, being able to verify the most
important points to have a better organizational transition. And, complacency, since the period
of change is a period when everyone is learning. Thus, the affiliates have different
understanding times for each other, and may therefore, in some cases, have unnecessary
pressure from the manager, which leads to a misunderstanding of the transition process.

9. Explain why it is important to consider the emotions of other people when making
decisions.

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Empathy is the act of putting yourself in the other's shoes, understanding their point of view,
positioning and feelings. When applied in the work environment, it positively impacts
interpersonal relationships, communication and motivation.

10. Describe the relationship between emotionally effective people and the achievement of
business objectives.

A person with mastery of emotional intelligence finds it easier to achieve goals, as they have
reduced stress and anxiety, know how to act in difficult situations, have motivation, good
communication and interpersonal relationships.

11. Explain why emotionally intelligent management practices are used in work health
andsafety and explain how they can be used to achieve results.

Emotional intelligence is about health, because when developing it, there is a reduction in
stress, anxiety and depression, aggravating factors that can trigger illnesses and even work
accidents.

12. Explain why it is important to help other people develop emotional self-management?

Because especially negative emotions directly impact the performance and motivation of the
professional, that is why companies encourage the development of emotional intelligence, so
that the employee maintains their performance and achieve success in the company and
continue to bring productive results to the company.

13. Explain why it is important to encourage a positive emotional climate in the workplace.

Improvement in work relations, increased employee motivation, quality of life, reduction of

stress and conflicts, encourages dialogue and respect.

14. Describe one way that the use of emotional intelligence builds workplace relationships.

Improvement in work relations, increased employee motivation, quality of life, reduction of

stress and conflicts, encourages dialogue and respect.

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TASK 3 – Project: Developing and using emotional
intelligence at BizOps Enterprises
Purpose You will demonstrate your skills and knowledge by completing a
scenario-based project.

Task overview You receive an email from Sarah Voss, Customer Service Manager.
and context
Subject: Emotional intelligence in the workplace
Hello,
Following on from last week’s senior management meeting, it has been
decided that BizOps Enterprises will take on an organisation-wide
commitment to developing emotional intelligence in the workplace.
This will start with all managers and team leaders completing a
selfreflection survey to identify the impact of their emotions on other
people. As the Team Leader for Customer Service, you must complete
the survey.
On a different note, I have been made aware that one of your team
members, Anton, is currently not happy and this is affecting the
standard of his work. I would like you to mentor Anton to develop his
emotional intelligence skills, so he can build productive relationships at
work, and maximise workplace outcomes. First, make a mentoring plan
that we can discuss with Anton next week. We do not want to lose good
employees, so it is important that this is done well.
I want to avoid these kind of situations on the future. Therefore, I would
like to develop a positive emotional climate in our customer service
team. To do this, it is important to develop the emotional intelligence
skills of all employees. It is important that we provide a safe and
inclusive workplace for our team members, according to organisational
and legislative requirements. This is particularly important for you,
because you are a WHS representative.
I would like you to prepare a report to use as the basis of a
presentation to the team. The report will then be offered to other
departments for them to also work towards developing emotional
intelligence at BizOps.
Refer to the ‘Project tasks & instructions’ section that follows for details
regarding the tasks I need you to complete.
Regards,
Sarah Voss
Customer Service Manager

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 Instructions Please read the project overview carefully.
Complete all project tasks in the following section.
To complete the project, use the following BizOps documents. See
instructions in “Resources required” below on how to access these:
 Self-reflection survey
 Anti-discrimination diversity policy
 Equal opportunities policy
 WHS policy
 Work–life balance policy
You must complete the project on your own (unassisted by the assessor
or other students), but you may access the reference material.

Resources
required You will need the following materials to complete this project:
Access these documents from Moodle Assessment tab for this unit.
o Anti-discrimination diversity policy.pdf
o Equal opportunities policy. pdf o WHS
policy. pdf o Work–life balance policy.
pdf o self-reflection-survey.doc

Assessment Assessment will be conducted in a safe environment where evidence

conditions gathered demonstrates consistent performance of typical activities
experienced in the management and leadership field of work and
include access to:
 relevant workplace documentation and resources
 interaction with others.

Reasonable If you are unable to undertake the project assessment as designed,

adjustment please speak to your assessor.

Project tasks & instructions:

In this project, you will give examples of how you would develop and use emotional intelligence.
Complete the following tasks using the ‘Self-reflection survey’ for task 1, and develop a
mentoring plan and a report using Word-Processing software for tasks 2 & 3. Submit all your
completed documents on Moodle with your assessment.

1. Self-reflect on your own emotional intelligence competences by completing the self-

reflectionsurvey. Share your reflection survey with a colleague, your trainer or member of your
class to provide feedback on your results. Feedback will consist of positive responses and ideas
of encouragement to support you in the areas for improvement. (Refer to the ‘Resources
required’ section for how on how access the survey template.)

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2. Prepare a mentoring plan for one of your team members, Anton. Anton is a new
employeewho has been working at BizOps for only three months and has been in Australia for
six months. He is very competent in his job, but has a lot of difficulty speaking with others in the
organisation.
His accent is very strong and he is easily embarrassed when others cannot understand him, even
though his English is excellent. He is often teased in a good-natured way, but he does not
understand that this is the way his group members interact with each other, so he gets
frustrated and raises his voice in response.
He does not get angry, but he has difficulty understanding the jokes. His peers then avoid him
and laugh about his ‘cranky moods’.
The mentoring plan is required to explain how you would:
 assist Anton to understand and respond to the emotional states of his co-workers and
to assess recognise emotional cues
 assist Anton to identify the cultural expressions of emotions unique to Anton’s Eastern
European culture and the cultures of people he works with, and help him use this
knowledge to respond and communicate better with them
 recommend some work practices to Anton to assist him in overcoming any language or
cultural barriers he may be encountering in the workplace
 provide opportunities for Anton to express his thoughts and feelings on a regular basis
 assist Anton to understand the effects of his behaviour and emotions on others in the
workplace
 encourage Anton to self-manage his emotions.

3. Use the information from the policies prepare a report on preliminary/general ideas on
emotionally intelligent management practices that do the following:
 Adopt culturally intelligent communication behaviours appropriate to responding to a
diverse workforce.
 Develop conflict resolution skills within the team.
 Offer flexible work practices and family-friendly initiatives.
 Consider the emotions of team members when making organisational decisions.
 Encourage self-reflection among team members.
 Provide a safe and inclusive work environment according to WHS legislation.
 Use the strengths of team members to achieve workplace outcomes.

Part – A: Plan a Team Development Workshop

Training Workshop planner

Time Topic Content Activity Resources

09:00 Welcome and Emotional Intelligence Dynamics to PowerPoint
am introduction Development break the ice Paper/pen

Encourage your staff to Theme

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 apply emotional presentation
intelligence to improve
their performance.
09:15 1. Current team Present current results Setting reachable PowerPoint
goals that can be
am performance achieved.
Pillars of current
performance Brainstorming

Celebrating
achievements
09:30 2. Emotional Self-awareness; assertive PowerPoint
am intelligence communication
Self-management; Internet
Develop ways to
Motivation; self-awareness Computer

Empathy Encourage Paper/pen

opening
communication
09:45 3. Developing Keep an eye on how Quiz application Internet
am individual people react.
emotional Pen
intelligence Examine the working
environment.

Make an assessment of
yourself.
10:00 4. Cultural Recognize the diversity Opening PowerPoint
am diversity of cultures. discussion

Differences are Presentation

respected.
Interna
valuing what other communication
cultures have to offer tool

Diverse cultures are

celebrated.
10:15 5. Closure Outcomes -
am

WORKSHOP INVITATION
Greetings, Team!

You are all invited to attend a team development session in the conference room in two days.
The workshop's primary goal will be to help each team member improve their emotional
intelligence. Better team cooperation leads to a better working environment.

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 It will also assist in recognizing the consequences of one's actions and emotions on others at
work, developing self-management skills, and fostering a positive work environment. Every
participant is required to write down their feelings, strengths and shortcomings, and areas of
opportunity prior to the program and present their responses to the workshop.

I would be delighted to answer any workshop-related questions. Anyone with a question can
reach out to me at my email address. I really anticipate hearing from you.

Warm regards!

Workshop report
The workshop started at 9 in the morning and ended at 10:30.
During this interval, important topics for the personal and professional development of the
team, related to emotional intelligence and social skills, were discussed. The team presented an
excellent performance and proved to be very curious and engaged about the topic and the
proposed activities.
The objective from now on is to implement regular activities aimed at these themes, as well as
the creation of an action plan so that these issues are worked on in the daily practice of
employees.

TASK 4: Observation

Purpose Your performance will be documented while being observed by your

assessor.

Observation You will participate in a role-play mentoring session.

scenario You will play the part of Team Leader of BizOps customer service
department, and your assessor will play the part of Anton, the employee
who is the focus of your emotional intelligence project plan.
You will be facilitating a mentoring session with Anton to discuss the
mentoring process and to coach him in those areas affecting his work
performance.
You will play the mentoring role by showing sensitivity and
communicating in a way that is encouraging and supportive.
Your mentoring session will take approximately 15mins and must include
the following key points:
 introduction and outline of the mentoring plan
 assisting Anton to respond to the emotional states of his
coworkers and to assess emotional cues

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 Resources The following materials and recourses are required for this observation:
required  a copy of your completed coaching plan
 computer and office software
 display monitor if required
 access to the internet
 interaction with others

Assessment The role-play will take place in a simulated workplace environment that
conditions represents BizOps Enterprises customer service department where
evidence gathered demonstrates consistent performance of typical
activities experienced in the management and leadership field of work
and include access to:
 relevant workplace documentation and resources
 interaction with others.

Reasonable If you are unable to undertake the observation assessment as designed,

adjustment please speak to your assessor.
Observation Checklist
You will be assessed according the following criteria:
 O1 
Leading processes to develop, implement and monitor plans and
processes to ensure team engagement and effectiveness
 O2  Leading a collaborative approach, using inquiring and inclusive techniques,
to develop understanding and skills that enhances individual’s emotional
intelligence
 O3 
Assisting people to understand the effects of their behaviour and
emotions on others in the workplace
 O4 
Modelling workplace behaviours that demonstrate management of
emotions
 O5 
Responding to the emotional states of co-workers and assessing
emotional cues
 O6
 Encouraging others to self-manage their emotions

 O7
 Successfully encouraging a positive emotional climate in the workplace

 O8
 Adapting personal communication style to model behaviours

 O9 
Building trust and positive working relationships through promoting
emotional intelligence in others

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 O10 
Develop and implement plans and processes that support team
engagement and organisational goals
 O11 
Using appropriate language and nonverbal features to present
information and seek feedback
 O12 
Using listening and questioning skills to elicit the views of others and to
clarify or confirm understanding

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