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BSB51915 Diploma of Leadership and Management

BSB50215 Diploma of Business

BSBLDR511 - Develop and use emotional intelligence

Task 2

Questioning Assessment
Candidate Instructions
You will complete questions for purposes of formal assessment as per the questions outlined in the questioning record below, and any additional probing or clarification questions required by the assessor. The Knowledge Activity is designed to confirm your competency for all the required knowledge in the unit of competency. Task Details There is no restriction on the length of the question responses, or time restriction in completing the assessment. It is anticipated that the assessment will take approximately *6 hours* to complete. The assessment may be re-attempted on two further occasions (maximum three attempts in total). All assessments must be resubmitted 3 days within receiving your unsatisfactory grade. You must clearly indicate “Re-submission” on your resubmitted work. You must complete all questions unassisted by the assessor or other personnel but may refer to reference material as may be needed. All questions must be answered satisfactorily for the assessment to be completed satisfactorily. For any assessment conducted that is incomplete, or without satisfactory performance, the assessment will need to be completed again after further training support. This may be simply to focus on question areas not achieved in the prior assessment. Evidence to be collected Answer the activity in as much detail as possible, considering your organizational requirements. In undertaking this assessment task, you as the candidate are providing consent for your work to be reviewed for the purposes of formal assessment in the unit(s) of competency. If you have concern regarding this permission, please discuss this with your assessor prior to undertaking the task.
Objective	To provide you with an opportunity to show you have the required knowledge for this unit.

Candidate Declaration
Candidate name:
Trainer’s name:
Date:
Assessment declaration:	I declare that no part of this assessment has been copied from another person’s work, except where clearly noted on documents or work submitted. I declare that no part of this assessment has been written for me by another person. I understand that plagiarism is a serious offence that may lead to disciplinary action.
Candidate signature:

Your trainer and assessor will be grading your work and provide you with constructive feedback on the Learning Management system.

Task 2 – Performance and Skills Assessment

Part A – Reflect on Your Own Emotional Intelligence

1. Research 3 different tools, techniques or systems for identifying an individual’s emotional strengths and weaknesses.

a. Write a report on each giving a brief history and background on the system and make a recommendation on which one the three would be best to use with the personnel at your work and why. If you are not currently working, you can base it on a company you used to work at or a well-known company you would like to work at in the future.

b. Ensure you properly reference the ideas you draw from the published sources you have researched (300 to 400 words)

2. Apply one of the emotional intelligence tools you have researched in Q1 to yourself, then write a self-reflection on the emotional strengths and weaknesses the tool reveals to you. Ensure that your self-reflection covers three (3) strengths and three (3) weaknesses and includes anecdotal examples of your behaviours and the underlying emotional strengths and/or weaknesses. (400 – 500 words)

3. Consider 3 stressors you experience in your workplace and complete the following:

a. Describe the 3 stressors you experience in the workplace (40 words)

b. Describe the resulting emotional states and how you respond. (60 words)

c. Describe one strategy for dealing with the stressors. (40 words)

4. Identify and describe one cause or trigger of a positive emotional state and one cause or trigger of a negative emotional state at work. How can you use the awareness of these triggers to control your responses and achieve positive outcomes, especially with respect to your impact on others and their work performance? (60 words)

5. Refer to Appendix A – Emotional Intelligence Feedback Form. Use this form to get feedback from 3 people in your workplace (or 3 people who know you well). Ask them to fill in the feedback form and return them to you.

· Get feedback from 3 people.

· Scan or take a photo of the feedback forms and upload with your assessment.

6. Based on the feedback from question 5, describe 3 strategies to improve your emotional intelligence. (60 words)

7. Describe 3 behaviours that you can model in your workplace to demonstrate good management of emotions. (60 words)

Part B – Respond to Emotional Intelligence of Others (Case Study)

For this assessment task, you will read and respond to a case study by answering a set of written questions.

Introduction to Case Study – Australian Hardware

Australian Hardware (a simulated business) is a large and expanding hardware and homewares retailer with approximately 140 stores located across Australia. In its vision statement, Australian Hardware states that it intends to ‘lead the hardware and home-improvement market in Australia within five years’.

In order to realise this vision, the organisation intends to:

· build market share by focusing on the customer experience

· control direct and indirect costs through efficient internal processes

· establish the reputation of Australian Hardware as a socially and environmentally responsible company.

These strategic organisation-wide directions are implemented from senior management down, in the form of performance expectations for managers and employees at every level of the organisation.

Australian Hardware realises that the success of the business rests on its people. For this reason, the organisation insists that managers build effective teams by responding to the needs of employees. Such needs include safety and security, fairness, flexibility, skills development and self-actualisation. Satisfying such needs will allow employees to focus more effectively on work tasks and customer needs.

In addition, Australian Hardware encourages managers to take a flexible approach to meeting performance targets and to set goals in close collaboration with employees. To implement strategic directions and advance Australian Hardware’s values, managers are expected to lead employees by, first of all, modelling positive behaviours and attributes – those they expect their employees to emulate and embody in turn. To lead and inspire people, managers must demonstrate keen emotional awareness and promote positive team-building behaviours in others.

You are the new General Operations Manager of the Wollongong store and you are ready for a challenge. You are directly responsible for managing general sales and checkout staff, administration staff and a human resources officer. You report to the Store Manager, who is responsible for all areas of store responsibility (Timber, Plumbing & Electrical, Gardens and Homewares departments and general operations).

Case Study - Scenario 1

Your Store Manager has had a stressful month. It is the end of the financial year and sales revenue in the Timber and Plumbing & Electrical departments is down on targets, almost certainly due to increased competition from smaller competitors for trade contractors’ business.

Just this week, the Store Manager held a meeting in which she yelled at all the department managers and told you and them to work out a way to improve revenue. Obviously, the outburst did not make much sense as the department managers, in such a large business, do not have the capability to raise much revenue directly. This is because marketing and distribution innovations that could have an effect are mainly a head office responsibility.

The Wollongong store’s inability to counter the threat from smaller, more nimble trade suppliers has been the main reason for the revenue deficit. Naturally, the atmosphere around the store and in the management, team is subdued, and a few managers have discussed leaving the organisation; other managers have responded by pushing unreasonable sales demands onto their sales staff.

You are now feeling pressure to do something: to act contrary to budget planning and cut costs or to increase pressure on others to offset poor performance in other areas. In your opinion, this leadership behaviour was disrespectful to all the managers, created unnecessary concern about job security and undermined trust.

There has been a clearly negative flow-on effect down through the store, which is now affecting people at a lower level. You are justifiably angry at the manager’s behaviour and blame her for making a bad situation worse with poor leadership and poor emotional awareness.

8. Review the case study – scenario 1 and answer the following questions.

a) Describe what you think is the best way to respond to the Store Manager’s behaviour. Describe how you would model positive leadership behaviour. (60 words)

b) Describe the principles of emotional intelligence that the Store Manager did not demonstrate. (60 words)

c) Describe how the Store Manager should have acted and communicated. (60 words)

d) Describe the connection between the Store Manager’s behaviour and store morale. What is the effect the Store Manager’s behaviour could have on staff performance? (60 words)

Case Study - Scenario 2

An employee has come to you with an issue involving a co-worker. In general, the sales team is a cohesive team, but now a relatively new member of the team is rubbing people the wrong way.

She never participates in drinks or other social occasions outside work. She never involves herself in normal, day-to-day conversations about family, popular movies or culture.

The team is beginning to form the opinion that she is too aloof and doesn’t like the other team members and is quite upset about it. On the sales team, it’s really important to be able to feel a connection with other team members. When you feel this connection, you know you’re able to rely on them – to relieve you when you need some personal time, feed you information as you need it and help you serve customers.

You happen to know that the sales staff member in question is a valuable staff member with good customer skills and product knowledge; however, as a foreign-born, conservative, religious woman, she is having trouble relating to the other team members.

Many team-bonding opportunities involve activities that she cannot participate in, such as out-of-hours parties, alcohol or confusing cultural references.

She is in a bind because she would like to be accepted as a member of the team, but when all avenues to team-bonding are closed off, she feels stigmatised and perceived by others as an unfriendly person.

9. Review the above case study – scenario 2 and answer the following questions

a. Provide at least two examples of possible misinterpretations of expressions or behaviour that may arise in the context of a diverse, multi-cultural workforce. Length: (60 words)

b. Describe how you would explain to the employee who complained about this worker’s behaviour, how cultural expressions may be misinterpreted – and have been in this case. (60 words)

c. Discuss how the team can raise their awareness of cultural expression and promote effective communication to avoid misunderstandings to resolve the differences. (60 words)

d. Create a plan of at least 3 actions for identifying and responding appropriately to a range of cultural expressions of emotions

Action Plan	Person	Due Date

10. In the following task you will need to conduct a role play. You will need to demonstrate a range of techniques when working with others in a workplace simulation. You will also need to demonstrate flexibility and adaptability when making decisions, while considering the emotions of others.

a) Conducting the role play

Background information

In this activity you will play the role of the Customer Service Team Manager for RTech, a medium-sized company that provides IT support services to retail businesses. You are new to the job and want to prove that you are competent in this role. You want to ensure that you have happy staff, who are effective in their jobs and get consistently high customer feedback ratings.

Unfortunately, there seems to be a problem between two staff members. You need to deal with it as efficiently as possible as it’s having a negative impact on their performance and customer ratings. You’ve called them both into your office to discuss the issues and resolve it. You now need to create opportunities for them to express their thoughts and feelings. You need to resolve this conflict, while being aware of the emotional states and triggers of these staff members.

Please see below background information about these two staff members:

· Background to staff member 1: You work for RTech as a customer service officer and report to the Customer Services Team Manager. You are frustrated with your colleague who wants to play electronic music all the time, is constantly checking her/his phone, and is often late. You don’t like working with electronic music in the background and you don’t like the fact that you end up doing more work that she does. This colleague is generally a nice person, but s/he can also be pretty short tempered at times. Now your manager wants to speak to you both about this issue. You are wondering if this colleague complained about you. You’re a bit worried and uncomfortable as you don’t like conflict. You also want to create a good impression as you also have the ambition to become a manager one day.

· Background to staff member 2: You work for RTech as a customer service officer and report to the Customer Services Team Manager. You have a 6-month old baby that doesn’t sleep well at night and you are really tired in the mornings. Music helps keep your mood up. You are trying to do your best at work, but it’s tough and it doesn’t help that you have a colleague who always seems to be judging you – you feel bad enough already. Your colleage also keeps asking you to your music off. Now your boss wants to speak to you both about it. You are wondering if this colleague complained about you. You are a bit worried as you really need this job – it pays well and the office is close to home. You are also aware that jobs are hard to get at the moment.

Instructions for conducting the role play:

· While conducting the role play, you need to demonstrate the following:

Show awareness of personal stressors and triggers and how they affect emotional states. Shows awareness of ways to manage stressors.

· Help others reflect on personal attributes and consider the impact of their behaviour on others.

· Demonstrate role modelling behaviours that show good management of emotions.

· Cleary identify several ways to promote a positive, inclusive emotional climate in the workplace to help increase team performance.

· Adapts communication style to model behaviours, build trust and positive working relationships.

· Assess emotional cues and respond to the emotional states appropriately.

· Create opportunities for others to express their thoughts and feelings.

· Use appropriate language and nonverbal features to present information and seek feedback.

· Use listening and questioning skills to elicit the views of others and to clarify or confirm understanding.

· For students attending face to face classes:

· This activity can be done in the classroom, where the trainer will allocate roles for different students. Everyone should have a turn at playing the Customer Service Team manager. The trainer will observe the role play in class.

· For students attending online classes:

· You will need to ask two classmates to assist you by acting out the roles of the two staff members. If you cannot get 2 classmates for this role play, you can also ask two family members or friends to assist you.

· Provide each participant with the background information of the staff member s/he will be acting out.

· Conduct the role play and record the session. You can do this at home or using an online meeting platform such as Zoom.

· Please see guide that was uploaded for you together with Task 2 and upload your video onto Canvas.

b) Summarise the outcome of the role play

After down the outcome of your discussion with both staff members in the space provided below (at least 200 words).

Part C – Coaching Emotional Intelligence

Refer to Case Study – Scenario 1 (see below) and your answers to question 8.

You are the regional sales manager and this situation has been brought to your attention by one of the staff at the Wollongong store. You have arranged a meeting with the store manager to discuss the situation and put in place measures to address this behaviour.

Case Study - Scenario 1

You are now feeling pressure to do something. In your opinion, this leadership behaviour was disrespectful to all the managers, created unnecessary concern about job security and undermined trust.

11. Assume that you will be conducting a meeting to resolve the issues in the scenario above. Imagine you are the regional manager. You will need to prepare a coaching session

You will need to fill in the table below, In the session how would you ensure you would:

· Introduce the session positively by establishing why the coaching is occurring and ask the store manager for input.

· Build the store manager’s awareness of their emotional intelligence weaknesses and strengths.

· Build the store manager’s awareness on how emotional self-awareness and empathy can help identify personal obstacles to success with their goals, peer relationships and help the whole team and organisation to succeed.

· Establish and discuss how the store manager could have better handled the situation.

· Establish 3 actions for the store manager to help them improve their emotional intelligence and deal with stressful situations

a) Use the following template to help you prepare for the meeting. Fill in each section and answer the questions

Emotional Intelligence Coaching
Introduction	Summarise the reasons for the coaching session: · · How would you ask the store manager for input, to describe own perspective? · · Talk about how their behaviour effects other staff: · ·
EI Strengths and Weaknesses	What questions would you ask to establish the store manager’s understanding of emotional intelligence strengths and weaknesses · ·
EI Benefits	What questions would you ask to establish understanding of the benefits of emotional intelligence to team performance and relationships: · ·
Options to handling similar situations	What questions would you ask to help generate options or opportunities to better handle similar situations in future: · ·
Proposed Actions to agree on	List 3 actions you could agree to with the store manager and yourself to help them improve their emotional intelligence and deal with the job’s stresses and triggers. · · ·

12.You wish to ensure that the staff in the Wollongong store, all have the opportunity to develop better emotional intelligence and team atmosphere. Describe 3 ways you can achieve this. (60 words)

Part D – Using Strengths and Weaknesses

During this task you are required to show how you would use emotional intelligence to maximise team outcomes.

Scenario

You are the owner of a small health and well-being retreat centre called Healthy Beings. You have decided to set up a team to speak at a free local wellness seminar, helping to promote Healthy Beings and better health in the community.

Here’s the format for the presentation:

Introduction

(5 minutes)

Introduce the importance of health and wellbeing, introduce what Healthy Beings does to support health and wellbeing in the community, discuss benefits of becoming a part of the Healthy Beings Community’.

Topic One

(10 minutes)

Loving fresh:

The importance of being mindful and making healthy choices consistently – to fuel our bodies with vitamins, minerals and antioxidants.

Topic Two

(10 minutes)

Living fit:

The importance of being active and connecting with other people socially through exercise – to feel strong, powerful and motivated.

Topic Three

(10 minutes)

Logging out:

The importance of relaxation, downtime and switching off from modern life – to better connect with our ‘centre’ or sense of self.

Conclusion

(5 minutes)

Plugging Healthy Beings product and service offerings. Offering discounts for sign-ups. Leaving audience with a feel-good message.

The team consists of Nikola Deed (General Manager, Alternative Therapies Lead, Naturopath, Yoga Instructor) Blake Randall (Coaching and Mentoring Lead), Cindy Yen (Marketing and Sales Lead) and yourself playing the part of Jeff Irvine (Fitness & Nutrition Lead, Personal Trainer, Fitness Instructor and Nutritionist). Each person has to speak at least once.

Here’s a quick overview of their top five strengths:

Jeff Irvine

Nikola Deed

Cindy Yen

Blake Randall

Honesty

Teamwork

Leadership

Awe

Enthusiasm

Humility

Kindness

Spirituality

Curiosity

Self-control

Enthusiasm

Courage

Optimism

Teamwork

Social intelligence

Perseverance

Judgment

Gratitude

Prudence

Fairness

13.Using the following template, choose at least one speaking role for each team member and explain why he/she is the best person for this role. Justify your choices in detail by describing how he/she will help to achieve the objective of each role.

Topic

Presenter

Justification for selection

Introduction

(5 minutes)

Topic One:

Loving Fresh

(10 minutes)

Topic Two:

Living Fit

(10 minutes)

Topic Three:

Logging Out

(10 minutes)

Conclusion

(5 minutes)

End of Assessment.

Congratulations, you have completed this assessment task.

Please ensure all questions are answered and upload the following:

· This completed workbook containing the answers to Task 2.

· 3 x Emotional Intelligence Feedback Forms

· If studying online – video of role play with two participants. Appendix A – Emotional Intelligence Feedback

Name of student being reviewed:_______________________________________________

Name of person reviewing the student:________________________________________

Please read each statement in reference to the student, and respond by ticking the box you think best aligns with the student being reviewed:

Emotional Intelligence Feedback Survey
	Strongly Agree	Agree	Neither Agree or Disagree	Disagree	Strongly Disagree
He/she does not become defensive when criticised.
He/she can stay calm under pressure.
He/she can handle setbacks effectively.
He/she can manage anxiety, stress, anger and fear in pursuit of a goal.
He/she can implement criticism and feedback for growth.
He/she is positive.
He/she can maintain a sense of humour.
He/she tries to see things from other people’s perspectives.
He/she can air grievances skilfully.
He/she can listen without jumping to conclusions.
He/she can freely admit to making mistakes.
He/she can recognise when his/her behaviour affects others.

Answer the following open ended questions regarding the person being reviewed:

· In your opinion, what is his/her greatest strength?

______________________________________________________________________________________

· In your opinion, what situations tend to affect him/her the most?

______________________________________________________________________________________

Full name of reviewer:________________________________________________________________________

Signature____________________________________Date___________________________________________

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