/Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Explain emotional intelligence and the importance of this characteristic at work.

Emotional intelligence is the capacity to understand and manage your emotions. The skills
involved in emotional intelligence are self-awareness, self-regulation, motivation, empathy,
and social skills. Recently, it has become a bit of a buzz word in human resources
departments across the globe but researchers are saying that it is time emotional intelligence
be taken seriously. 

2. Explain each of the five essential principles of emotional intelligence as defined

by Daniel Goleman.
Goleman broadened Mayer’s and Salovey’s four-branch system to incorporate five essential
elements of emotional intelligence — or EQ, the shorthand he sometimes uses:

 Emotional self-awareness — knowing what one is feeling at any given time and
understanding the impact those moods have on others
 Self-regulation — controlling or redirecting one’s emotions; anticipating
consequences before acting on impulse
 Motivation — utilizing emotional factors to achieve goals, enjoy the learning process
and persevere in the face of obstacles
 Empathy — sensing the emotions of others
 Social skills — managing relationships, inspiring others and inducing desired
responses from them

3. Explain the key principles of the Emotional Intelligence Theory developed by

Caruso and Salovey (2004).

This model suggests that information from the perceived understanding of emotions and
managing emotions is used to facilitate thinking and guide our decision making. This EI
framework emphasizes the four-branch model of EI.

The four-branch model

Mayer, Salovey, and Caruso (2004) developed the four-branch ability model of EI.

They suggest that the abilities and skills of EI can be divided into 4 areas – the ability to:

 Perceive emotion (1)

 Use emotion to facilitate thought (2)
 Understand emotions (3), and
 Manage emotion (4).
 4. Explain three strategies that can be used to build emotional intelligence.
Focus on the negative and you’ll feel negative. Focus on the positive and you’ll feel positive.
Emotionally intelligent people know that how much you suffer from these things is actually
up to you. They also know that accepting the things you don’t like is key to being able to
tolerate them better.
Emotionally intelligent people know that one of the keys to living a meaningful and
satisfying life is to bring mindful attention to all that you do. Living your life fully present is
another skill that needs to be practiced.

5. Explain how a manager with high emotional intelligence can assist in achieving
business objectives. Provide an example to illustrate your answer.
A manager has to be emotionally intelligent in order to achieve the business objectives.
Because it is highly important that the manager should control his emotions to run the major
business operations. There are many situations when the manager has to have a control on his
emotions.

6. Explain the importance of recognising cultural differences in emotional

intelligence. Provide two examples to illustrate your answer.

7. Explain two ways of communicating effectively with a diverse workforce with

varying cultural expressions of emotions.

8. Explain two ways of using emotional intelligence to build effective workplace

relationships.
Task 2

Complete the following activities:

1. Complete a personality test.

Complete the personality test at the following link:
https://www.123test.com/personality-test/

Take a screen shot of the final results page of the test

2. Review the results of your personality test.

Now answer all of the questions below using the results of the test to guide
your answers.

Each question should be answered in approximately a paragraph and be

written in clear and concise English.
 Use the Personality Test Review Template to guide your work.
a. Document your ratings for each of the five factors as identified in the personality
test results. Include your score for each of the factors and how you rated on each
factor, as well as your strongest personality trait as shown by your highest score.
b. Reflecting on the results, identify what stood out for you in terms of what it tells
you about yourself as a person.
c. Thinking about the questions asked as part of the personality test and your
learnings as part of this unit, identify five of your emotional strengths.
d. Thinking about the questions asked as part of the personality test and your
learning as part of this unit, identify five of your emotional weaknesses.
e. Explain how you believe the emotional strengths you have identified above help
your workplace performance and relationships.
f. Discuss how you believe your emotional weaknesses hinder your workplace
performance and relationships.
g. Complete the following table about personal stressors at work.
Identify at least four sources of stress that are most likely to result in workplace
stress for you, your stress response (emotional, physical, behavioural) and
actions that you can take (or have taken) to manage stress.

Personal stressor What is your stress response Actions to address

 h. Review the following list of needs and choose at least three that most trigger your
emotions when you don’t get these needs met. Consider this question in the
context of the workplace.
 Acceptance
 Be understood
 Be in control
 Attention
 Peacefulness
 Order
 Safety
 Respect
 Be needed
 Be right
 Comfort
 Balance
 Variety
 Predictability
 New challenges
 Be loved/liked
 Be valued
 Be treated fairly
 Freedom
 Consistency
 Included
 Autonomy
 Fun

Now complete the table below.

Write down each need you have chosen and why this need is important to you at
work.

Also give an outline of the emotions triggered in you when you don’t get these
needs met and ways that you can control your emotions in the face of not having
your needs met.

Need and why this need is What is your emotional Emotional control
important to you at work response when this need is mechanism
not met?
i. What other criteria could you use other than those in the personality test to
determine your own emotional strengths and weaknesses? Identify and describe
at least three.
3. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments and ask
for the place, date and time of your meeting with them.

Attach your personality test results screen shot and your personality test
review to the email.

4. Meet with your assessor.

The objective of the meeting is to discuss your personality test review with
you.

At the meeting, you will be expected to identify and discuss the following:
 Your personal characteristics in relation to emotional intelligence,
as set out in your personality test results.
 Personal stressors, resulting emotions and actions to control
emotional responses.
 Your own emotional response to unmet needs and effective
strategies to control emotional responses
 The three needs that you have selected, and why each need is
important to them at work, an outline of the emotions triggered when they
don’t get these needs met and ways that they can control their emotions in
the face of not having their needs met
 Your own emotional strengths (at least 5) and how these can
impact workplace performance and relationships
 Your own emotional weaknesses (at least 5) and how these can
impact workplace performance and relationships
 Actions (at least 5) you could take to improve emotional
intelligence through self-reflection and feedback from others

Your assessor will also provide you with feedback about strategies for
improving emotional intelligence based on their review of the documents you
submitted.

During the meeting, you are required to demonstrate effective

communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
  Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding

5. Develop an emotional intelligence development plan.

After the meeting, using the feedback from your assessor and your
personality test review, fill out the Emotional Intelligence Development Plan
Template.

You will need to identify at least five areas for improvement and/or gaps, and
then prioritise your list.
Identified area of Briefly describe why Actions to improve area of
emotional intelligence you have identified this emotional
development as a priority intelligence development
Self-awareness This is because it allows me I will look at myself
to recognise and understand objectively where I will pay
my own emotions and attention and compare my
character which may affect strengths and weaknesses.
others.
Self-management This is because it allows me I will maintain a schedule
to complete my tasks and stick to it.
effectively.
Motivation This is because it allows me I will have a positive and
to achieve and improve my optimistic mindset. I will
commitment to my goals, look at problems and
my readiness to act on setbacks as learning
opportunities and my overall opportunities instead of
optimism. failings. I will also try to
avoid negative people and
opt to surround myself with
positive, well-motivated
people
Empathy This is because it allows my I will try to be approachable.
experience to resonate with I will open myself up to
my own to respond other’s others and offer a sincere
in an emotionally exchange or sign of empathy
appropriate way. to listen to other’s
experiences and connect
them with a similar
experience of my own.
Social Skills This is because these skills I will highlight someone I
are needed to handle and know that is good at that
influence other people’s skill and then observe how
emotions effectively they act and how they
control their emotions. After
figuring out, I will then
implement and apply that
knowledge to myself.
Openness to experience This is because it allows me I will switch my routine
to take in new ideas and around and start to engage
opportunities and enjoy my intellect and cognitions.
beyond my comfort zone.
Conscientiousness This is because it is most I will sit down and set some
directly linked to success. goals that are important for
me and create a plan for
achieving those goals.
Extraversion This is because, being an I will spend more time with
introvert, my social life was people and push my comfort
lagging behind. zone limits.
Agreeableness This is because it improves I will tend to tend to avoid
 relationships the disagreeable, such as
corrective feedback. I will
have an optimistic view of
human nature and get along
well with others
Natural reactions This is because it allows me I will stay cool, calm and
to be relaxed in all kind of collected when undergoing
situations. pressure and stressful
circumstances.

6. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.

Attach your emotional intelligence development plan to the email.

Task 3

Answer the following questions in Staff Emotional Intelligence Report Template.

Each of your answers should be approximately 1 paragraph in length.

1. Based on a review of the case study, what do you think could be possible
range of emotions that Yuko could be feeling? List at least five possibilities.

2. Based on a review of the case study, what are the possible ranges of emotions
that Beryl could be feeling? List at least five possibilities.

3. Based on a review of the case study, what do you think could be the effect of
the workplace situation on the manager and possible emotions they could be
feeling? List at least five possibilities.

4. Would you expect any cultural differences in emotions? Research differences

between Australian and Japanese expressions of emotions and describe
differences you identify. List at least two.
5. During a meeting, what techniques would you use to ensure that Beryl and
Yuko have the opportunity to express their thoughts and feelings? List at
least two.

6. During a meeting, what techniques would you use to ensure that Beryl and
Yuko have the opportunity to reflect on the effect of their behaviour and
emotions? List at least two.

7. What advice could you give to Beryl and Yuko to assist them in self-
managing their emotions? List at least five tips.

8. Document a step-by-step approach for resolving the workplace situation. As

a guide, you should list between 6 to 8 steps.
9. Prepare questions (at least five) to ask Beryl and Yuko at the meeting.
The questions should help you to find out more about the situation and their
thoughts and feelings.
Ensure that your questions are open questions to encourage discussion.

Your questions should ensure that you:

 Identify information about the workplace situation
 Provide opportunities for Yuko and Beryl to express their
thoughts and feelings.

10. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment and ask for
the place, date and time of your roleplay meeting.

Attach your Staff Emotional Intelligence Report to the email.

11. Meet with staff.

You are required to meet with both of the staff members (roleplayed by your
assessor).

Prior to the meetings, you should also consider appropriate strategies for
addressing the issue, bearing in mind that you will be provided with
additional information that you will need to consider at the meeting.

You will be assessed using the checklist starting on the following page, so
ensure that you are familiar with the requirements before beginning the
meeting.

You must also demonstrate throughout each meeting:

 Empathy and acknowledgement of others’ perspectives
 Active listening
 Remaining calm and unbiased
 Your ability to respond to varying levels of cultural expression
 Showing flexibility and adaptability e.g. being open to different
ideas about actions to address the workplace situation
  Providing encouragement to staff to assist them to develop their
emotional intelligence, including self-management of emotions

Use the information provided through the meetings to consider appropriate

actions to be taken to ensure that the workplace outcome of resolving this
issue is achieved.
At each meeting you will need to complete all of the following:
 Briefly explain the purpose of meeting
 Find out more about each staff member’s side of the story by
asking the questions you have prepared.
 Respond appropriately to each staff member’s emotional state and
provide opportunities for Beryl/Yuko to express their thoughts and
feelings through the questions you prepared and use of active listening
techniques.
 Demonstrate non-verbal communication skills including nodding
and smiling as appropriate.
 Acknowledge each staff member’s perspective.
 Explore the impact of each staff member’s behaviour and
emotions on the other staff member and the rest of the team.
 Discuss each staff member’s strengths and their contribution to
the workplace.
 Through discussion, identify appropriate emotional intelligence
techniques, including self-management of emotions, for managing
behaviour and for building effective workplace relationships.
 Through discussion with each staff member, decide on actions for
addressing the issue, taking into account both staff members’ needs and
emotions, as well as identified strengths. In discussing actions, you should
show that you have taken into account the additional information
provided at the meeting and can demonstrate flexibility and adaptability
in considering a solution.