BSBPEF502 Develop and Use Emotional Intelligence

Task 3 – Promote and develop emotional intelligence

Task summary and instructions

What is this assessment task about? This task builds on Task 2.

You have been engaged as an MMI Professional Education consultant to support emotional intelligence development in departmental managers.

You are required to:

⦁ Prepare to develop emotional intelligence
⦁ Develop emotional intelligence
⦁ Promote the development of emotional intelligence in others

Task 3 focuses on promoting and developing emotional intelligence in the workplace.

Please note that the performance evidence requirements of this unit of competency require students to:
⦁ Demonstrate emotional intelligence in relation to at least two different work tasks
⦁ Promote the development of emotional intelligence in others in at least one occasion
This assessment has been designed to meet those requirements.

This task comprises of the following assessment methods:
⦁ Product-based
⦁ Direct observation of Role-Play
⦁ Case Study
⦁ Other (specify)

It has been designed to evaluate your ability to/competency in:

⦁ Identify methods for responding to emotional stressors
⦁ Seek feedback from others to identify and confirm methods for responding to emotional stressors in the workplace
⦁ Analyse and document emotional responses of co-workers
⦁ Develop a plan for identifying and responding to a range of emotional expressions
⦁ Apply techniques that indicate flexibility and adaptability in dealing with others in the workplace
⦁ Apply techniques that show consideration for the emotions of others when making decisions
⦁ Consult with relevant stakeholders and identify improvement areas for own emotional intelligence
⦁ Identify workplace opportunities for others to express their thoughts and feelings
⦁ Develop tasks for assisting others to understand effect of personal behaviour and emotions on others in the workplace
⦁ Implement identified opportunities and tasks in the workplace according to organisational policy and procedures

You are required to address the following:
⦁ Task 3.1 Promote and develop emotional intelligence
⦁ Prepare to meet with a co-worker to discuss their emotional strengths and weaknesses, and their work performance
⦁ Meet with a departmental manager to discuss their emotional strengths, weaknesses and work performance (Role-Play)
⦁ Meet with the consultant to discuss your emotional strengths, weaknesses and work performance (Role-Play)
What do I need to do to complete this task satisfactorily? ⦁ submit the completed assessment tasks, according to instructions,
⦁ complete the tasks with sufficient detail and present them in a professional manner,
⦁ use your own words and reference sources appropriately,
⦁ meet the word count where required,
⦁ use the scenario provided,
⦁ use the templates provided where required,
⦁ for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria,
⦁ if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance.

Specifications You must deliver/participate in:

⦁ Role-Play Part 1 and 2 in week 5

You must submit to GOALS

⦁ Meeting Plan
⦁ Improvement Plan
⦁ Feedback Form
⦁ Reflection on performance as a consultant
⦁ Reflection on performance as a departmental manager
Resources and equipment ⦁ Computer with Internet access
⦁ Access to Microsoft Office suites or similar software
⦁ Learning material
⦁ Scenario for assessment as provided
⦁ Appendices as provided
⦁ Relevant policies and procedures as provided
⦁ Templates as provided

Re-submission opportunities You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

 

Complete the following activities:

Task 3.1 Promote and develop emotional intelligence

This Task is a Role-Play that comprises two parts:
⦁ PART 1 – You will meet with a departmental manager (played by a classmate) to discuss their learning journal (Task 2.1) and work performance (based on a scenario of choice)
⦁ PART 2- You will play a departmental manager and meet with a classmate who will play the consultant employed by MMI to discuss your learning journal (Task 2.1) and work performance (based on a scenario of choice)
Schedule a time with the trainer and assessor in week 5 of class to conduct the two Role-Plays (20-30 minutes each).
The trainer and assessor will validate your participation in the two Role-Plays and provide feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Plays.
Both parts will require preparation; follow the instructions below.
PART 1
In Part 1 of the Role-Play, you will meet with a departmental manager (played by a classmate) to assess their emotional strengths and weaknesses, discuss their work performance, support them in developing/improve emotional intelligence and assist them in improving work performance.
The classmate will use their learning journal as a basis for discussion; however, they will play their role as a departmental manager, according to one of the following scenarios depicting their current work performance:
Scenario 1 ⦁ Often late at work
⦁ Looks tired
⦁ Concentration difficulties
⦁ An increasing number of errors in reports

Situation at home: they have a newborn child
Scenario 2 ⦁ Short-tempered
⦁ Argues with colleagues

Situation at home: their partner lost their job, and they are currently working two jobs
Scenario 3 ⦁ Unaware of different cultural backgrounds, often says the wrong thing offending others
⦁ Does not listen to others
⦁ Abrasive personality

Situation at home: never travelled much, highly educated, always been successful in own career
Scenario 4 ⦁ Looks always stressed and absent
⦁ Does not engage with others
⦁ Trouble concentrating
⦁ Lack of motivation

Situation at home: recently lost a family member
Scenario 5 ⦁ Lacks empathy
⦁ Bossy
⦁ Lacks humility
⦁ Dismisses ideas from others
⦁ Workaholic

Situation at home: NA

The classmate will choose a scenario to role-play.
Before the Role-Play:

Fist of all, consider that the manager (classmate) may not feel comfortable sharing the full content of their learning journal; hence be respectful and understanding when discussing it.
Develop a plan to meet with the departmental manager using the Meeting Plan below (Template 1).
Template 1 -Meeting Plan
Meeting Plan
Outline a plan to identify and respond to a range of emotional expressions from the manager.
(50-100 words) The emotional expression from the manager will be expected like confusion on his face and also looks will be wired expression that he is right and no correction is needed in his behaviour.
Identify two (2) useful techniques that drive flexibility and adaptability in dealing with others in the workplace. There will be two techniques that should be needed
1. Be open-minded
2. stay calm
Identify two (2) techniques that show consideration for the emotions of others when making decisions. 1. pause and assess the situation
2. always give opportunities to express other’s views
Develop two (2) tasks/exercises to help others understand the effect of personal behaviour and emotions on others in the workplace.

Note: you will use one of them during the Role-Play. 1. temperament analysis
2. accepting the other’s emotions

During the Role-Play:
⦁ Make the manager feel comfortable
⦁ Use emotional intelligence (active listening, empathy, reframing etc..)
⦁ Demonstrate consideration for their emotions
⦁ Ask them to talk about their learning journal (content, what they have learned from it)
⦁ Discuss their work performance
⦁ Identify emotional stressors and agree on methods to respond to them
⦁ Propose solutions to develop/improve emotional intelligence and improve work performance
⦁ Propose opportunities/options to express their thoughts and feelings in the workplace
⦁ Demonstrate flexibility and adaptability when proposing solutions for improvement
⦁ Conduct a task/exercise to assist the manager in understanding the effect of personal behaviours and emotions on others in the workplace.
Role-Play
Trainer: Hello, Good morning sir
Manager: Hello good morning sir.
Trainer: so, how are you today and what are doing?
Manager: I am fine sir and doing nothing more important.
Trainer: ok can we talk with each other if you are comfortable?
Manager: yes sir, why not.
Trainer: thankyou as I came to know that you are unaware of different cultural backgrounds and also use wrong offending words to your team members.
Manager: yeah I use some wrong words because I got stressed from the others very fastly.
Trainer: so, is there any reason for this stress?
Manager: I never travelled so much and in my school days I used to be intelligent and also I never face unsuccess in my carrier so, whenever I saw failure I used to get frustrated and stressed.
Trainer: ok, success and failures are the parts of the life and most important thing you cannot skip these you are successful as individual no doubt but at the workplace, you need a team and the efficiency of a team will be achieved by the proper communication and stay with them.
Manager: ok sir.
Trainer: your experience will teach you about your life and there will be many things and there will be many things you will face but there are team members who need your trust to get out of this situation.
Manager ok sir, I understand.

After the Role-Play
⦁ Finalise and summarise an improvement plan for the manager (Template 2)

Template 2 -Improvement Plan
Improvement Plan -Summary
How to improve emotional response.
(30-50 words) To improve the emotional responses there will always need for motivation which is very important because this help in focusing on personal problems.
Opportunities to express own thoughts and feelings in the workplace.
(2-3) 1. when someone needs motivation
2. when discussing the policies of the workplace
3. whenever asking for the suggestion
How to respond to emotional stressors in the workplace.
(2-3) 1. need to understand their expectations
2. Offer the comfort zone
How to improve emotional intelligence.
(30-50 words) 1. utilize the listening skills
2. Respond in a calm way.
How to improve work performance.
(30-50 words) The work performance will improve by the learning the process and also by listening to the task properly and actively this will help accuracy of the work.
Action Plan
(4-5 key actions) Action Timeline
Motivational session
Empathy behaviour
Self-awareness
Use assertive style
Develop Listening skills

⦁ Collect feedback from the manager (Template 3) and provide evidence of completion (picture of completed hard copy of the feedback form or a screenshot of a completed digital form).

Template 3 -Feedback Form

Feedback Form

Full Name and signature of the student completing the feedback form. Full Name:

Signature:
Date
I felt comfortable when discussing my learning journal and work performance with the consultant. Strongly Agree Agree Neutral Disagree Strongly Disagree

The consultant demonstrated emotional intelligence skills and knowledge. Strongly Agree Agree Neutral Disagree Strongly Disagree

I felt understood and listened to. Strongly Agree Agree Neutral Disagree Strongly Disagree

Support and assistance were offered to me to improve my emotional intelligence and work performance. Strongly Agree Agree Neutral Disagree Strongly Disagree

The task/exercise to assist with understanding the effect of my behaviour and emotions on others in the workplace was effective. Strongly Agree Agree Neutral Disagree Strongly Disagree

The consultant demonstrated adaptability and flexibility during the meeting. Strongly Agree Agree Neutral Disagree Strongly Disagree

The outcome of the meeting was…. Exceptional Excellent Very Good Good Fair Poor Very Poor

Overall, the meeting was … Exceptional Excellent Very Good Good Fair Poor Very Poor

Provide an example of how the consultant demonstrated emotional intelligence during the meeting.
(30-50 words) The consultant gives the ethical and real life example where the life has both effects and you faced both success and failure where you must take both with a smile and deal with the situations in a motivated way.
Briefly describe the task/exercise conducted to understand your behaviour and emotions on others in the workplace.
(30-50 words) There will be some questions that are asked by the consultant that how is the team performance important for the workplace and how to manage this team in a motivating way so that team members will gain the trust.
What could the consultant improve?
List 2-3 improvements. 1. the way of motivation.
2. Listening to the other’s problems in an active way and understanding the emotion of others.

Document the evidence of completion of the feedback form in the space provided below:

 

 

⦁ Reflect on your performance during the Role-Play and the feedback received from the manager.

Address the following:
⦁ How did you demonstrate emotional intelligence during the Role-Play? Provide an example.
⦁ How did you ensure the manager felt comfortable talking about their emotional strengths and weaknesses and work performance?
⦁ How did you respond to the emotional expressions of the manager? Provide an example.
⦁ What emotional stressors did you identify when discussing with the manager?
⦁ What did you do well?
⦁ What could you improve?
Summarise your reflection in the space provided below.
(50-100 words)
The outcome and feedback from the manager after the meeting was positive and there to demonstrate the emotional intelligence during role-play by the self-evaluation and taking responsibility of the work. To feel the comfortable trainer use the kind voice and ask about his day so that if he is free and have some time for discussion. To respond to the manager there is a need for active listening and reason behind those expressions by completely motivating him and discussing the stress reasons and giving him a real example. There could be more motivation needed and listening completely about the situation.

 

PART 2
In Part 2 of the Role-Play, you will meet with the consultant (played by a classmate) to discuss your emotional strengths and weaknesses, discuss your work performance, ask for support in developing/improve emotional intelligence and assistance with improving work performance.
You will use yourr own learning journal as a basis for discussion, however you will play their role as a departmental manager, according to one of the following scenarios depicting your current work performance:
Scenario 1 ⦁ Often late at work
⦁ Looks tired
⦁ Concentration difficulties
⦁ An increasing number of errors in reports

Situation at home: they have a newborn child
Scenario 2 ⦁ Short-tempered
⦁ Argues with colleagues

Situation at home: their partner lost their job, and they are currently working two jobs
Scenario 3 ⦁ Unaware of different cultural backgrounds, often says the wrong thing offending others
⦁ Does not listen to others
⦁ Abrasive personality

Situation at home: never travelled much, highly educated, always been successful in own career
Scenario 4 ⦁ Looks always stressed and absent
⦁ Does not engage with others
⦁ Trouble concentrating
⦁ Lack of motivation

Situation at home: recently lost a family member
Scenario 5 ⦁ Lacks empathy
⦁ Bossy
⦁ Lacks humility
⦁ Dismisses ideas from others
⦁ Workaholic

Situation at home: NA

Choose a scenario to role-play.
Before the Role-Play:
Consider what you feel comfortable sharing with the consultant.
During the Role-Play:
⦁ Be open as much as you can
⦁ Use emotional intelligence (active listening, empathy, reframing etc..)
⦁ Be aware of your emotional triggers and emotional responses
⦁ Talk about your learning journal (content, what you have learned from it)
⦁ Discuss your work performance
⦁ Identify emotional stressors
⦁ Discuss solutions to develop/improve emotional intelligence and improve work performance
⦁ Discuss opportunities/options to express your thoughts and feelings in the workplace
⦁ Participate in a task/exercise to assist you in understanding the effect of personal behaviours and emotions on others in the workplace
Role-Play
Consultant: hi Good Morning
Manager: hello sir good morning
Consultant: welcome here so you feel free to say about your problem.
Manager: as I have a newborn child at my house and because of this i always got late for the office and always look tired while working. And this results in a lacking of concentration at the workplace. This led to errors in my recent reports which is completely demotivating me.
Consultant: ok, so this is not a big issue you can make some changes the care of the newborn child is important and also this will be solved by the proper time management That you can do in your lifestyle. You need to manage your time and yes there is motivation when there is nothing going well in your workplace.
Manager: yes, so what I should do?
Consultant: you first try to separate your home problems and office problems which will solve most of the problems. And this phase comes in everyone’s life so deal with the positive behaviour and motivated.
Manager: ok sir thankyou for your consultation.

After the Role-Play
⦁ Provide feedback to the consultant (Template 3)
⦁ Reflect on your performance during the Role-Play and the feedback received from the consultant.

Address the following:
⦁ How did you demonstrate emotional intelligence during the Role-Play? Provide an example.
⦁ How can you improve how you respond to emotional triggers?
⦁ How can you better respond to emotional stressors?
⦁ How can you improve on the dimensions of emotional intelligence?
Summarise your reflection in the space provided below.
(50-100 words)

The role play feedback was positive from the manager and during emotional intelligence sessions, there is important to listen actively. And to improve the emotional triggers there is a need of proper behaviour management and also need to manage time accordingly so that emotions caathe not be triggered. For improving the can notions of emotional intelligence there should be responding properly to the situation rather than reacting to situation. Always maintain a positive attitude and practise this in your behaviour so that emotional intelligence.

 

References

Please include your references below:

Hodzic, S., Scharfen, J., Ripoll, P., Holling, H., & Zenasni, F. (2018). How efficient are emotional intelligence trainings: A meta-analysis. Emotion Review, 10(2), 138-148.

Lazarus, R. S. (2020). Psychological stress in the workplace. In Occupational stress (pp. 3-14). CRC Press.

Brooks, S. K., Rubin, G. J., & Greenberg, N. (2019). Traumatic stress within disaster-exposed occupations: overview of the literature and suggestions for the management of traumatic stress in the workplace. British medical bulletin.