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.
 Sadness is another type of emotion often defined as a transient emotional state
characterized by feelings of disappointment, grief, hopelessness, disinterest, and
dampened mood.
 Fear is a powerful emotion that can also play an important role in survival. When you
face some sort of danger and experience fear, you go through what is known as the
fight response.
 Anger can be a particularly powerful emotion characterized by feelings of hostility,
agitation, frustration, and antagonism towards others. Like fear, anger can play a part
in your body's fight or flight response.
 Embarrassment is often associated with violating social conduct – committing a ‘faux
pas’. For instance, you can be embarrassed when you start addressing someone and
then realize you forgot their name.
 Shame is an unpleasant self-conscious emotion typically associated with a negative
evaluation of the self, withdrawal motivations, and feelings of distress, exposure,
mistrust, powerlessness, and worthlessness.
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.

Answer:

 Disgust is an emotional response of rejection or revulsion to something potentially

contagious or something considered offensive, distasteful, or unpleasant. In “The
Expression of the Emotions in Man and Animals,” Charles Darwin wrote that disgust
is a sensation that refers to something revolting.
 Pride is an inwardly directed emotion that carries two antithetical meanings. With a
negative connotation pride refers to a foolishly and irrationally corrupt sense of one's
personal value, status or accomplishments, used synonymously with hubris. In
Judaism, pride is called the root of all evil.
 Hatred or hate is a human emotion. Hatred could invoke feelings of animosity, anger,
or resentment, which can be directed against certain individuals, groups, entities,
objects, behaviors, concepts, or ideas.
 Annoyance is an unpleasant mental state that is characterized by such effects
as irritation and distraction from one's conscious thinking. It can lead to emotions
such as frustration and anger. The property of being easily annoyed is
called irritability [ CITATION Ash95 \l 1033 ].
 Rage (or fury) is intense, uncontrolled anger that is an increased stage of hostile
response to a particularly egregious injury or injustice.
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.

Answer:

 Confusion is a symptom that makes you feel as if you can't think clearly. You might
feel disoriented and have a hard time focusing or making decisions. 
 Worry refers to the thoughts, images, emotions, and actions of a negative in a
repetitive, uncontrollable manner that results from a proactive cognitive risk analysis
made to avoid or solve anticipated potential threats and their potential consequences.
 Disappointment is the feeling of dissatisfaction that follows the failure of
expectations or hopes to manifest.
 Empathy is the capacity to understand or feel what another person is experiencing
from within their frame of reference, that is, the capacity to place oneself in another's
position.
 Hope is an optimistic state of mind that is based on an expectation of positive
outcomes with respect to events and circumstances in one's life or the world at large
[ CITATION Man99 \l 1033 ].
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.
Answer:
Two differences between Australian and Japanese expression of emotions are the following:
1. Australians generally perceive themselves as happy-go-lucky and outgoing. It is likely, then,
that their concepts of emotion will include very expressive behavior. On the other hand,
Japanese perceive themselves as cautious, reserved, and suppressive.
2. The Japanese may be less likely to express their opinion for the same reason an Australian
might not express their opinion around their boss. Specifically, individuals usually only express
an opinion when they don't feel they are inferior in status. Unlike the Japanese, because
Australians use a language that does not accord status, they feel more egalitarian as they are
growing up. As a result, they have more confidence in their opinions because they feel more
equal with those around them [ CITATION Mes03 \l 1033 ].
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.
Answer:
The ability to deliver thoughts and feelings towards other people effectively is an important
aspect of communicate. However, it seems that verbal expression of ideas and displays of
emotions do not come easy to many people. So, here are a few tips on how to communicate
clearly and openly:
  Do not hesitate to open up and talk. You will never learn to express your thoughts if
you allow fear of talking or speaking to overpower you.
 Learn from the people around you who are confident and comfortable enough in
expressing what they think and feel.
 Avoid being vague in your statements. If you wish to be understood easily, use simple
and direct statements.
 Tell the person what you feel as of the moment. If the conversation relies heavily on
emotions, communicate as well your feelings so that you will be better understood
[ CITATION Hop81 \l 1033 ].
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 behavior and emotions? List at
least two.
Answer:
We are emotional creatures. It is hard for us, as humans, not to be emotional. Whilst it is
generally good to be in touch with our emotions and to not suppress them, there are situations
where we must somehow manage our emotions especially well. That’s notably the case at
work [ CITATION Tug04 \l 1033 ].
 Compartmentalization (when negative emotions from home affect your work)
 Deep breathing & relaxation techniques
 The 10-second rule
 Clarify
 Blast your anger through exercise
 Never reply or make a decision when angry
7. What advice could you give to Beryl and Yuko to assist them in self-managing their
emotions? List at least five tips.
 Speak To Someone Who Is Not Emotionally Invested In Your Problem.
 Take Control of Your Self-Talk
 Examine your behavior. Take the time each day to examine how you behaved in a certain
situation.
 Know your values and principles. Make a list of your values, principles and beliefs. 
 Admit mistakes. When you are wrong, don’t hesitate to say so [ CITATION Ekm99 \l 1033 ].

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

you should list between 6 to 8 steps.

Step 1: Identifying the Problem

Ask yourself what the problem is. There may be multiple issues within a single situation. Make a
list of these issues and define why each one is a problem to you. Focus on behaviors rather than
on yourself or a person [ CITATION Boe04 \l 1033 ].
Step 2: Defining Goals

Try to define your goals specifically, while making them as realistic and attainable as possible.
An example of a poor or broad goal is "I want to be happy."

Step 3: Brainstorming

Take time to brainstorm possible ways to resolve the problem. Do not rush this process- People
often want to prevent and solve problems before they even appear. 

Step 4: Assessing Alternatives

For every alternative you formed in the previous step, weigh the positive effects and negative
consequences that each solution would bring.

Step 5: Choosing the Solution

Carefully weigh all solutions. The best solution is not necessarily the option with the most pros
and/or the least cons.

Step 6: Active Execution of the Chosen Solution

Don't worry about failure. In this phase, concentrate on the journey that will lead you to your
goal- don't worry yourself with potential problems.

Step 7: Evaluation

It's time to evaluate your success. If you were successful, congratulations! If not, no worries.

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?

 How do your employees communicate with each other?

 Have you ever had a report of harassment, sexual or otherwise?
 Have you ever had a report of discrimination based on race, gender, sexual orientation,
disability, national origin, religion, or any other group [ CITATION Bru99 \l 1033 ]?
 Is your environment free of distractions when you need peace and quiet?
 Tell me about the issue you had with a co-worker?

Meeting

Date:

Time:

Address:

Meeting headed :HR

Purpose of meeting: To solve the issues of conflicts

Me: hello beryl and Yoko, the purpose I called up on you both is to know why both of you are in
a stressful situation. I heard that there is a conflict between you both what is the reason between
that.

Yoko: sir, I would like to work with Beryl together but sometimes beryl ignore my suggestions
and orders. I wish Beryl would give the reason behind ignoring my suggestions at workplace. I
don’t like people who do not consider team work and work on their own.

Beryl: I would like to complain about Yoko sir, he is not respecting my experience as I am
working for this organization since last six years. Yoko is inexperience and I would not listen to
a person who is not valuing me.

Me: Alright Beryl, I understand your emotions but in an organization you need to work in teams.
I understand that you are well aware of the policies and procedures of the organization, you are
one of the most hard working and loyal employee and it will be beneficial to your career and to
the organization if you both work together.

Beryl: Sir, I’m working for the organization since last six years and Yoko never recognizes my
hard work and he tries to dictate me.

Me: Yes beryl I understand your problem but there should be a way to solve this, I don’t want a
loyal employee like you to have conflict with your superior.

Me: Yoko, Beryl is a hardworking staff and is one of the most experienced staff. I would like
you to consider beryl’s emotions and respect him.

Yoko: Sir, I don’t know that beryl is facing this issue with me. Yes I agree that he is good
employee and work hard for the organization, I would change my leadership style and make him
work in team.
Me: Beryl, Yoko is having no intention to disrespect you, we must feel like a family in the
organization. If you feel anything disrespecting or lead to conflict please communicate with me
or with Yoko. He is a good manager and he can manage people effective and get the work done.

Beryl: Thank you sir, there was a misunderstanding between us. I felt his suggestions and
directions as authoritative and felt disrespectful.

Me: Yes Beryl, as Yoko is from japan his English is fluent but his cultural background and his
tone is that and this is not to disrespect you.

Me: I would wish you both work in team and achieve organizational objectives.

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 selfmanagement

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.