BSBPEF502

Develop and use emotional

intelligence
Topic 1: Develop emotional intelligence
in self

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 2

Topic 1: Develop emotional intelligence in self

Emotional Intelligence – What Is It and Why Do We

Need It?

• The ability to recognise, understand and manage

emotions in others and ourselves.
• Is also a part of being a successful leader.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 3

Topic 1: Develop emotional intelligence in self

Emotional Intelligence Theory

• Perceiving emotions
• Using emotions
• Understanding emotions
• Managing emotions

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 4

Topic 1: Develop emotional intelligence in self

Essential Principles of Emotional Intelligence

• Self-awareness
• Self-regulation
• Social skill
• Empathy
• Motivation

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 5

Topic 1: Develop emotional intelligence in self

Activity: Read

Read the following article:

https://web.sonoma.edu/users/s/swijtink/teaching/philosop
hy_101/paper1/goleman.htm

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 6

Topic 1: Develop emotional intelligence in self

Exploring Your Own Emotional Intelligence

You have to understand your own emotional strengths and

weaknesses and emotional triggers before you can
understand the emotions of others.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 7

Topic 1: Develop emotional intelligence in self

Activity: Emotional Intelligence Testing

Visit the Emotional Intelligence Institute website and

complete the activities that follow:
http://www.theeiinstitute.com/ei-tests/

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 8

Topic 1: Develop emotional intelligence in self

How Do I Become More Emotionally Intelligent?

• Identifying emotions
• Managing emotions
• Understanding
• Self- reflecting

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 9

Topic 1: Develop emotional intelligence in self

Activity: Watch

Watch all of the videos, and then complete the activity.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 10

Topic 1: Develop emotional intelligence in self

Emotional Intelligence Activities

Now that you have found out more about leading with
emotional intelligence/building emotional intelligence, let’s
go back to studying your own emotional intelligence in
further detail by completing all of the activities below.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 11

Topic 1: Develop emotional intelligence in self

Presentation: Road to Discovery – a self-assessment

Develop a short presentation (5 minutes) that addresses

each of the points.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 12

Topic 1: Develop emotional intelligence in self

Activity: Discuss

Using references from the materials and texts provided,

address the following statement:
“Emotional triggers in the workplace can be controlled
by the management of self-awareness and development of
emotional intelligence”.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 13

Topic 1: Develop emotional intelligence in self

Activity: Research and discuss

List all your emotional strengths and weaknesses and an

example of how you have recently demonstrated emotional
intelligence. Next to each include a rating 1-5.

Add a comments section and then distribute this to at least

5 colleagues or classmates for their feedback.

Analyse their responses and write a small reflection at the

end of your report.
BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 14
Topic 2: Develop emotional intelligence
in others

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 15

Topic 2: Develop emotional intelligence in
others

Emotional Cues

Differences in emotional cues can range from:

• Cultural differences
• Generational differences
• Age
• A person’s well-being

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 16

Topic 2: Develop emotional intelligence in
others

Activity: Read

Read the following article:

https://m.wikihow.com/Read-Others%27-Emotions

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 17

Topic 2: Develop emotional intelligence in
others

Activity: Research and discuss

Individually complete this body language quiz to

test your emotional intelligence for how well you
read other people:
http://greatergood.berkeley.edu/ei_quiz/

Do you agree with the outcome of the test about

yourself?

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 18

Topic 2: Develop emotional intelligence in
others

Activity: Reflect

Thinking about a past work situation or your ideas about

the workplace – make notes about the questions.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 19

Topic 2: Develop emotional intelligence in
others

Emotional Intelligence – Develop a plan

Development plans provide goals with actions and targets

that can be used to support employees in their workplace
development.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 20

Topic 2: Develop emotional intelligence in
others

Cultural Differences

Emotions vary tremendously across

cultures both in terms of expression
and meaning.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 21

Topic 2: Develop emotional intelligence in
others

Activity: Watch

Watch the following video:

https://www.youtube.com/watch?v=RwDDb_h2i0A

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 22

Topic 2: Develop emotional intelligence in
others

Activity: Group work

1. Compare two different cultures.

2. You will need to use the Internet to research emotional
cues that would differ between the two.
3. List at least 5 and provide a comparison.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 23

Topic 2: Develop emotional intelligence in
others

Communication in a Diverse Workforce

• Using active listening techniques

• Keeping messages simple and concise
• Develop an understanding of other cultures

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 24

Topic 2: Develop emotional intelligence in
others

Activity: Research and discuss

Read through and answer the

questions in your student guide for
this activity.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 25

Topic 2: Develop emotional intelligence in
others

Case Study: Research and discuss

Read the case study and consider the questions that

follow.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 26

Topic 2: Develop emotional intelligence in
others

Activity: Research and discuss

Create an Emotional Intelligence development plan for

Karen.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 27

Topic 2: Develop emotional intelligence in
others

Building Effective Workplace Relationships

• Providing opportunities for others to express thoughts

and feelings
• Encouraging others to develop their emotional
intelligence
• Asking for input
• Delegating tasks

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 28

Topic 2: Develop emotional intelligence in
others

Activity: Group work

For this activity divide into pairs and perform a role play.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 29

Topic 2: Develop emotional intelligence in
others

Activity: Watch

Watch the following video clip by Rosemarie Perla

Video: https://www.youtube.com/watch?v=HSSrVW_zYK4
(03:19)

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 30

Topic 2: Develop emotional intelligence in
others

Creating Opportunities for Others to Express Their

Thoughts and Feelings

This can be done in a number of ways such as through

meetings, one to one meetings or survey. However, the
underlying important skill here is effective communication.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 31

Topic 2: Develop emotional intelligence in
others

Activity: Read

• Difference between verbal and

nonverbal communication
• Managing nonverbal communication in the workplace

• Nonverbal communication in the workplace

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 32

Topic 2: Develop emotional intelligence in
others

Activity: Research and discuss

Look at the person sitting next to you – what is their body

language – are they listening to the trainer/assessor, are
they interested?

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 33

Topic 2: Develop emotional intelligence in
others

Effective Listening Techniques

Active listening skills are essential skills in relation to

customer service. Active listening means paying attention
to the speaker – both to verbal and non-verbal cues.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 34

Topic 2: Develop emotional intelligence in
others

Activity: Watch

Video: ‘Effective listening skills’ –

https://www.youtube.com/watch?v=IwWj_SfDpzg (05:26)

Video:
https://www.bbc.co.uk/teach/skillswise/listening-for-specifi
cs/zrfqrj6
(01:13)

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 35

Topic 2: Develop emotional intelligence in
others

Activity: Group work

Complete the following in pairs:

• Student A gives the information to Student B
• Student B is required to listen carefully so they can
recall the information later and tell the class
• Then Student B gives their information to Student A

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 36

Topic 2: Develop emotional intelligence in
others

Assist Others to Understand the Effect They Have on

Others
As a manager you can promote emotional intelligence by
helping your team to understand how their behaviour and
emotions impact on others.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 37

Topic 2: Develop emotional intelligence in
others

Developing and Implementing Plans

This encourages the self-management of emotions in

others and encourages others to develop their own
emotional intelligence, build productive relationships, and
maximise workplace outcomes.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 38

Topic 2: Develop emotional intelligence in
others

Activity: Research and discuss

The trainer/assessor will provide you with a sheet of

paper and some instructions.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 39

Topic 2: Develop emotional intelligence in
others

Activity: Watch

Watch this short clip after the exercise, which

demonstrates a team building exercise:
https://www.youtube.com/watch?v=C4Q_s0_txrQ

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 40

Topic 2: Develop emotional intelligence in
others

Activity: Group work

Refer back to the previous activity Steve “the Greek”

Papadopoulos and develop a plan for Karen.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 41

Topic 3: Utilise emotional intelligence to
maximise team outcomes

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 42

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Creating Positivity in the Workplace

Building a positive workplace can:

create a positive boost employee produce better

culture well-being results

allow the
organisation to increase
become an productivity.
employer of choice

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 43

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Promoting Positivity in the Workplace can be

through:

• using positive messages

• being thankful toward employees performance
• appreciating little wins
• developing relationships
• smiling and being positive about your work

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 44

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Team Building

Is an important aspect to developing emotional

intelligence and positivity in the workplace. They are
recognised as having a positive effect, energising teams
and building relationships.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 45

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Mentoring

Mentoring in the context of a workplace is where a mentor

assists a mentee to achieve their goals through passing
on their own knowledge, skills and experience according
to a structured mentoring approach.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 46

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Coaching

Coaching differs to mentoring in that it tends to be task

based and therefore focussing on specific issues that a
staff member may need assistance on.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 47

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Activity: Watch

Watch this short video about the coaching and mentoring

and the differences
Video: https://www.youtube.com/watch?v=3fFQiLOtDkc
(02:58)

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 48

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Activity: Group work

• How can you promote a positive emotional

climate in the workplace?
• What emotional strengths would you look for in this
team?
• List ways that you could encourage the team to be
emotionally positive.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 49

Topic 3: Utilise emotional intelligence to
maximise team outcomes

Activity: Group Project

Divide into groups of 3 or 4. Each group should

undertake the tasks.

BSBPEF502 Develop and use emotional intelligence © 2020 RTO Works 50