BSBLDR801: LEAD PERSONAL AND

STRATEGIC TRANSFORMATION

Chapter 2 : Lead in a transformational manner

Topic 2.2 Demonstrate empathy in personal

communication, relationships and day to day
leadership role
Part 1 Connecting with Others
through Empathy
Listen. Listening is one of the most effective ways you can
demonstrate empathy to other people. When you are practicing active
listening, you are listening with purpose. You aren't fiddling about on
your phone, or thinking about what you're going to make for dinner
tonight, you're really taking in what the other person is saying.
Open up. Just listening to someone isn't going to build a bridge
between the two of you. Opening up emotionally is an incredibly
difficult and brave thing to do but it will deepen the connection with
another person.
Offer physical affection. Now, you can't do this for everyone and,
obviously, you should ask before you give someone physical
affection to make sure that it's okay (even if you've known them for
Focus your attention outwards. Pay attention to your surroundings and
to the feelings, expressions, and actions of the people around you. Be
mindful about how others you interact with might be feeling.

Withhold judgment. This is an important step when practicing empathy

and when practicing mindfulness. It can be really hard to withhold
immediate judgment, especially when first meeting or interacting with
someone. And yet, this is a crucial step towards being empathetic.

Offer help. This shows that you see what someone is going through and
you want to make life easier for them. Offering help is a great act of
empathy, because it shows that you're willing to take time out of your day
to do something for someone else without asking anything in return.
Building Up Your Empathy
Practice curiosity about strangers. Part of showing empathy is being
interested in other people, especially people that you know nothing about
and who are outside of your social circle. These can be the random people
you meet on the bus, or who you're standing in line for coffee with.
Volunteer. Sometimes, people are only motivated to reach out and help
others after they themselves have been in need. If you want to develop
empathy for others, volunteer now. Volunteering promotes understanding
of the needs of the community and allows you to connect with people you
may not otherwise meet in your everyday life. Dedicating a portion of
your time to those in need also has amazing mental health benefits.
Challenge your own prejudice. It's hard sometimes to remember that just
because you firmly believe in something doesn't mean that it's right. Take
time to analyze your own prejudices. Learning to see individual people
rather than "welfare moms" or "terrorists" or "gangsters" will help you
practice your empathy.
Use your imagination. A good imagination is one of the cornerstones of
showing empathy towards something. You're not going to be able to
experience every single thing that can happen to a person, but you can use
your imagination to give you an inkling of how it might feel and use that
understanding to empathize with them.
Practice experiential empathy. This means getting a direct experience of
another person's life, the "walk a mile in another person's shoes" adage.
The writer, George Orwell, lived on the streets of London to discover what
it was like for those on the margins of society. Orwell made friends,
changed his view on the destitute (deciding they were not "drunken
Treat people as being important. Start treating people as if they have as
much importance as you do. Recognize that you aren't the only one living
in this world and that you aren't some superior being.

Practice loving-kindness meditation. Meditating is a great way to help

yourself deal with things like depression and anxiety and just the stresses
of day to day existence. Practicing loving-kindness meditation, however,
can help make you more empathetic.
Topic 2.3 Lead consistently in an inclusive manner
that is respectful of individual differences
These are the six traits or behaviors that we found distinguish inclusive leaders from others:
1. Visible commitment: They articulate authentic commitment to diversity, challenge the
status quo, hold others accountable and make diversity and inclusion a personal priority.
2. Humility: They are modest about capabilities, admit mistakes, and create the space for
others to contribute.
3. Awareness of bias: They show awareness of personal blind spots as well as flaws in the
system and work hard to ensure meritocracy.
4. Curiosity about others: They demonstrate an open mindset and deep curiosity about
others, listen without judgment, and seek with empathy to understand those around them.
5. Cultural intelligence: They are attentive to others’ cultures and adapt as required.
6. Effective collaboration: They empower others, pay attention to diversity of thinking and
psychological safety, and focus on team cohesion.
 Four ways for leaders to get started:
Know your inclusive-leadership shadow: Seek feedback on whether you are
perceived as inclusive, especially from people who are different from you. This
will help you to see your blind spots, strengths, and development areas. It will also
signal that diversity and inclusion are important to you.
Be visible and vocal: Tell a compelling and explicit narrative about why being
inclusive is important to you personally and the business more broadly. For
example, share your personal stories at public forums and conferences.
Deliberately seek out difference: Give people on the periphery of your network
the chance to speak up, invite different people to the table, and catch up with a
broader network. For example, seek out opportunities to work with cross-
functional or multi-disciplinary teams to leverage diverse strengths.
Check your impact: Look for signals that you are having a positive
impact. Are people copying your role modeling? Is a more diverse group of
people sharing ideas with you? Are people working together more
collaboratively? Ask a trusted advisor to give you candid feedback on the
areas you have been working on.
 Topic 2.4 Monitor and regulate own potentially
disruptive emotions and impulses
Emotional Intelligence Framework
Most of the early research on intelligence focused on problem solving and
other things that were easy to measure. However, it has long been accepted
that other factors are essential for predicting someone's ability to succeed at
work and in life.
Goleman's model describes EQ in terms of five domains that are split into four
quadrants. Two of the domains are related to personal competence and two are
related to social competence. This development can be divided into personal
and social competencies. Personal competence is made up of self-awareness
and self-management. Self-awareness is the ability to recognize your own
emotions and their effects on your self and other people. Self-management
builds on your self-awareness, using your own self-control to ensure your
This EI framework details the personal
and social competencies.
SELF-AWARENESS
Emotional awareness: Recognizing one's emotions and their effects.
People with this competence:
1. Know which emotions they are feeling and why
2. Realize the links between their feelings and what they think, do, and
say
3. Recognize how their feelings affect their performance
4. Have a guiding awareness of their values and goals
Accurate self-assessment: Knowing one's strengths and limits. People with
this competence are:
5. Aware of their strengths and weaknesses
6. Reflective, learning from experience
7. Open to candid feedback, new perspectives, continuous learning, and
self-development
8. Able to show a sense of humor and perspective about themselves

Self-confidence: Sureness about one's self-worth and capabilities. People

with this competence:
9. Present themselves with self-assurance; have 'presence’
10. Can voice views that are unpopular, and go out on a limb for what is
right
11. Are decisive, able to make sound decisions despite uncertainties and
pressures
SELF-REGULATION
Self-control: Managing disruptive emotions and impulses. People with this
competence:
12. Manage their impulsive feelings and distressing emotions well
13. Stay composed, positive, and unflappable even in trying moments
14. Think clearly and stay focused under pressure

Trustworthiness: Maintaining standards of honesty and integrity. People

with this competence:
15. Act ethically and are above reproach
16. Build trust through their reliability and authenticity
17. Admit their own mistakes and confront unethical actions in others
18. Take tough, principled stands even if they are unpopular
Conscientiousness: Taking responsibility for personal performance. People with this
competence:
19. Meet commitments and keep promises
20. Hold themselves accountable for meeting their objectives
21. Are organized and careful in their work

Adaptability: Flexibility in handling change. People with this competence:

22. Smoothly handle multiple demands, shifting priorities, and rapid change
23. Adapt their responses and tactics to fit fluid circumstances
24. Are flexible in how they see events

Innovativeness: Being comfortable with and open to novel ideas and new information. People
with this competence:
25. Seek out fresh ideas from a wide variety of sources
26. Entertain original solutions to problems
27. Generate new ideas
28. Take fresh perspectives and risks in their thinking
SELF-MOTIVATION
Achievement drive: Striving to improve or meet a standard of excellence.
People with this competence:
29. Are results-oriented, with a high drive to meet their objectives and
standards
30. Set challenging goals and take calculated risks
31. Pursue information to reduce uncertainty and find ways to do better
32. Learn how to improve their performance

Commitment: Aligning with the goals of the group or organization. People

with this competence:
33. Readily make personal or group sacrifices to meet a larger
organizational goal
34. Find a sense of purpose in the larger mission
35. Use the group's core values in making decisions and clarifying choices
SOCIAL AWARENESS
Empathy: Sensing others' feelings and perspective, and taking an active interest
in their concerns. People with this competence:
44. Are attentive to emotional cues and listen well
45. Show sensitivity and understand others' perspectives
46. Help out based on understanding other people's needs and feelings
Service orientation: Anticipating, recognizing, and meeting customers' needs.
People with this competence:
47. Understand customers' needs and match them to services or products
48. Seek ways to increase customers' satisfaction and loyalty
49. Gladly offer appropriate assistance
50. Grasp a customer's perspective, acting as a trusted advisor
Developing others: Sensing what others need in order to develop, and
bolstering their abilities. People with this competence:
51. Acknowledge and reward people's strengths, accomplishments, and
development
52. Offer useful feedback and identify people's needs for development
53. Mentor, give timely coaching, and offer assignments that challenge and
grow a person's skills.
Leveraging diversity: Cultivating opportunities through diverse people.
People with this competence:
54. Respect and relate well to people from varied backgrounds
55. Understand diverse world views and are sensitive to group differences
56. See diversity as opportunity, creating an environment where diverse
people can thrive
57. Challenge bias and intolerance
 SOCIAL SKILLS
Influence: Wielding effective tactics for persuasion. People with this
competence:

62. Are skilled at persuasion

63. Fine-tune presentations to appeal to the listener
64. Use complex strategies like indirect influence to build consensus and
support
65. Orchestrate dramatic events to effectively make a point

Communication: Sending clear and convincing messages. People with this

competence:

66. Are effective in give-and-take, registering emotional cues in attuning

How to Practice Self-Regulation
Self-regulation can be defined in various ways. In the most basic
sense, it involves controlling one's behavior, emotions, and thoughts
in the pursuit of long-term goals. More specifically, emotional self-
regulation refers to the ability to manage disruptive emotions and
impulses. In other words, to think before acting. It also reflects the
ability to cheer yourself up after disappointments and to act in a way
consistent with your deepest held values.
 Five Categories of Emotional
Intelligence (EI/EQ)
Self-awareness: the ability to recognize and understand one’s own emotions and their impact on
others.
Self-regulation: the ability to manage one’s negative or disruptive emotions, and to adapt to
changes in circumstance.
Motivation: the ability to self-motivate, with a focus on achieving internal or self-gratification
as opposed to external praise or reward.
Empathy: the ability to recognize and understand how others are feeling and consider those
feelings before responding in social situations.
Social skills: the ability to manage the emotions of others through emotional understanding and
using this to build rapport and connect with people through skills such as active listening, verbal
and nonverbal communication.
 6 Youtube Videos and TED Talks on
Emotional Intelligence
The Power of Emotional Intelligence – Travis Bradberry
https://www.youtube.com/watch?v=auXNnTmhHsk
You aren’t at the mercy of your emotions – your brain creates them – Lisa
Feldman Barrett
https://www.youtube.com/watch?v=0gks6ceq4eQ
6 Steps to Improve Your Emotional Intelligence – Ramona Hacker
https://www.youtube.com/watch?v=D6_J7FfgWVc
Learning Human Values Via Emotional Intelligence –
Ruby Bakshi Khurdi
https://www.youtube.com/watch?v=4YCAo8kxOHs
Your Forensic Mirror: Applying Emotional Intelligence
To Achieve Success – Paula Clarke
https://www.youtube.com/watch?v=McG6tETL93s
The People Currency: Practicing Emotional Intelligence
– Jason Bridges
https://www.youtube.com/watch?v=7z0asInbu24
Quotes on the Value of Emotional
Intelligence
“Emotional intelligence is a way of recognizing, understanding, and choosing how we think, feel,
and act. It shapes our interactions with others and our understanding of ourselves. It defines how
and what we learn; it allows us to set priorities; it determines the majority of our daily actions.
Research suggests it is responsible for as much as 80 percent of the “success” in our lives.”
Joshua Freedman
“If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to
manage your distressing emotions, if you can’t have empathy and have effective relationships,
then no matter how smart you are, you are not going to get very far.”
Daniel Goleman