BSBLDR 511 - Develop And Use Emotional Intelligence

Name : Chung Siew Kwan

Student ID : NTM 00475

Assessment Task 1 Instructions

Provide answer to all of the question below:

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

Emotional intelligence (EQ) is the ability to identity and manage your emotions, as well as
another people's emotion.
If you’re emotionally intelligent you have the ability to

>identify what you're feeling

>know how to interpret your emotions
>understand how your emotions can impact others
>manage others people's emotions
>Regulate your own emotions

Some people naturally inherit high EQ but it's a skill that you can practice and develop. By
practicing emotionally intelligent behaviours your brain will adapt to make these
behaviours automatic and replace less helpful behaviours

2. Explain each of the five essential principles of emotional intelligence as defined by Daniel
Goleman.
Daniel Goleman determined that there are five fundamental features of EQ, each with
their own benefits:
 Self - awareness
Self-awareness is the ability to accurately recognise yours: emotions, strengths,
limitations, actions and understand how these affect others around you.

 Self- regulation
Self-regulation allows you to wisely manage your emotions and impulses – you show
or restrain certain emotions depending on what is necessary and benefit for the
situation. For example, rather than shouting at your employees when you’re stressed
you may decide which tasks can be delegated.

 Empathy
To be empathy means you are able to identify and understand others’ emotions i.e.
imaging yourself in someone else’s position.

 Motivation
Being self – motivated consists of: enjoying what you do, working toward achieving
your goals and not being motivated by money or status.
  Social skills
Effective social skills consist of managing relationships in a way that benefit the
organisation.

3. Explain the key principles of the Emotional Intelligence Theory developed Caruso and
Salovey (2004).

Often referred to as EI, Emotional intelligence is about having the ability to understand
and manage the emotions of yourself and also those around you. Remember the
objective of a leader is to complete the task successfully, keep the team together and
manage the team on an individual basis to ensure everyone is happy and playing to their
strengths.

4. Explain three strategies that can be use to build emotional intelligence.

 Sharpen social skills.
We are inherently social creatures. To say that the purpose of human interaction is to
connect, is an understatement. If we can’t really avoid being around others, wouldn’t
it also follow that we should make the most of each and every interaction? Practice
listening, holding meaningful, engaging conversations, collaborating, negotiating-and
even executing common courtesies, whenever possible. You may think of these
things as common- sense activities, but experience teachers that common sense is
hardly common

 Practice empathy
The idea of empathy is often confused with sympathy. Unlike sympathy, empathy is
the ability to understand and share the feelings of another. Stated differently,
empathy is feeling with someone. While sympathy is feeling with someone. We can
establish a deeper connection with anyone by being thoughtful about how we
engage them, using our emotional dexterity. People know genuine empathy when
they feel/ it-there’s no faking it. So, dig deep.

 Exercise self- regulation

It’s so easy to be uninhibited in our behaviour, especially when it’s become a habit-
quite a different proposition to purposely regulate it. However, when the goal is to
increase your EQ, self- examination combined with self- regulation, is important.
Instead of submitting to your usual practices and procedures, why not chart a new
course, informed by focused behaviour that serves a higher purpose?

5. Explain how a manager with high emotional intelligence can assist in achieving business
objectives. Provide an example to illustrate your answer.

Emotional intelligence may be somewhat of a natural skill, it is also a skill which can be
learned, honed and perfected. Manager can help build important foundation of trust
respect and positive attitudes among their staff. Employees want to be valued and
 respected. Business people do not "feel" that they are valued and respected by
management. Because most senior executives lack empathy.
However, because of their social awareness, emotionally intelligent managers can pave
the way for smoother, more comfortable and friendlier conversation with their team
member. They will be successful in helping those employees "feel" that they are valued
and respected. When an employee feels valued, they automatically become more
engaged with the company's goals and objective.
When true concern and respect and respect are involved, the work employees do for the
company and its managers become more personal. Both the relationships and the work
matter - a - lot - because the way in which the manager engaged with the worker was
genuine.

6. Explain the importance of recognising cultural differences in emotional intelligence. Provide

two example to illustrate your answer.

Communication
Effective communication is essential to the success of any business venture, but it is
particularly critical when there is a real risk of your message getting “lost in translation.”
In many international companies, English is the de facto language of business. But more
than just the language you speak, it’s how you convey your message that’s important.
understanding the importance of subtle non-verbal communication between cultures can
be equally crucial in international business.
What might be commonplace in culture — be it a firm handshake, making direct eye
contact, or kiss on the cheek — could be unusual or even offensive to a foreign colleague
or client. Where possible, do your research in advance of professional interactions with
individuals from a different culture. Remember to be perceptive to body language, and
when in doubt, ask. While navigating cross-cultural communication can be a challenge,
approaching cultural differences with sensitivity, openness, and curiosity can help to put
everyone at ease. Everyone has this respect and curiosity for all the cultural and personal
differences between us. This environment encourages everyone to strive for excellence.”

Workplace etiquette.
The formality of address is a big consideration when dealing with colleagues and business
partners from different countries. Do they prefer titles and surnames or is being on the
first-name basis acceptable? While it can vary across organizations, when in doubt, erring
on the side of formality is generally safest.
The concept of punctuality can also differ between cultures in an international business
environment. Different ideas of what constitutes being “on time” can often lead to
misunderstandings or negative cultural perceptions. For example, where an American
may arrive at a meeting a few minutes early, an Italian or Mexican colleague may arrive
several minutes — or more — after the scheduled start-time (and still be considered “on
time”). Along with differences in etiquette, come differences in attitude, particularly
towards things like workplace confrontation, rules and regulations, and assumed working
hours. While some may consider working long hours a sign of commitment and
achievement, others may consider these extra hours a demonstration of a lack of
efficiency or the reprioritisation of essential family or personal time.
7. Explain two ways of communicating effectively with a diverse workforce with varying
cultural expressions of emotions.

Communication good practices

It may be simple when broken down, but many do forget how to achieve the basic form
of good communication. As a leader you’ll need to be a good listener and speaker. To do
this well you’ll need to learn these common conversational skills and work them into your
natural behaviour

- Keeping good eye contact and maintaining positive body language

- Being aware of how you’re being perceived in conversation in person or online
- Dealing with difficult situations and different points of view
- Showing empathy and respect
- Speaking with a clear and direct manner to deliver your message
- Understanding non-verbal signals.

Communication and project management

One of the most effective ways you can showcase good communication skills is during an
ongoing project. From organization, to problem solving, you need a workable system. You
need a forum that will let you have open discussions with your team to spark creativity.
The environment and company culture should allow for risks and mistakes to happen,
without the fear of total failure. You’ll need to make sure the right people are involved in
the project from the beginning and are updated regularly, to ensure any project runs
smoothly.
Good communication is key for the success of any project and can save you financially if
the project is completed within the set deadline. Make sure you’re setting up regular
meetings and clearly marking out the status of work to keep track of the project’s main
aims.

Communication and transparency

As we immerse ourselves in the information age, transparency in the workplace is
becoming even more important. It’s all well and good sending out regular emails to staff
and customers, but if those emails contain personal data, they could be doing more harm
than good.

Communication and leadership

Having respect as a leader from your employees is all about having a natural
communication practice. In order for your business to grow, you’ll need to be a part of
the team, a part of the growth and a part of the challenges. Communicate with your staff
and delegate tasks. After all, you’re all working towards the same goal; the success of the
company.

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

Building workplace relationships is an important component of being successful in your

career. but it does mean you need to make an effort to get to know the people with
whom you work and learn about what skills and abilities they bring to the table. So make
sure you put your best foot forward each and every time you have an opportunity to build
 new workplace relationships. If you’re giving your best effort every day, your co-workers
will begin to realize they can depend on you to do a good job. Also, as hard as it may be
sometimes, try to have a good attitude at work. No one likes to work with someone who
is constantly negative and complains about every little task.

Be friendly and encouraging to co-workers.

Be responsible – if you say you’re going to do something, do it. If you’re unable to
complete a task for some reason, make sure information is communicated to all team
members who would be impacted.
If you share an office, be considerate. Find out how your office mate works and be
respectful. For example, some people need to work in complete silence, while others
enjoy background music. Make sure you’re not inadvertently making your office mate
crazy with your personal habits.
Understand that people are unique and dwell on their positive qualities, not their
negative qualities. It’s acceptable to not be friends with everyone, but try to at least be
professional and cordial in your interactions.

Communicate, make sure you’re communicating with them and your manager on a
regular basis.

Assessment Task 2
1. Personality 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.

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.

Openness to experience – low score

People who score low on openness are considered to be closed to experience. They tend
to be conventional and traditional in their outlook and behaviour. They prefer familiar
routines to new experiences, and generally have a narrower range of interests.

Conscientiousness – middle score

Conscientiousness implies a desire to do a task well, and to take obligations to others
seriously. The tendency to think carefully before acting. Display planned rather than
spontaneous behaviour, act dutifully and aim for achievement and generally dependable.
It is manifested in characteristic behaviours such also including such elements as
carefulness, thoroughness, and deliberation.

Extraversion – middle score

Enjoy human interactions and to be enthusiastic, talkative, assertive, energized and
gregarious. Enjoy time spent with people and find less reward in time spent alone. They
are more prone to boredom when they are by themselves.

Agreeableness – low score

 Agreeableness is a personality trait manifesting itself in individual behaviour
characteristics that are perceived as kind, sympathetic, cooperative, warm, and
considerate. The low agreeableness score relates a lack of empathy.

Natural reactions – low score

That reality shifts have made me feel agitated, somewhat frustrated, curious, sometimes
angry. Sadness is another less typical emotional reaction to reality shifts. Like anger, we
might expect a certain degree of sorrow when people see things changing suddenly.

b. Reflecting on the results, identify what stood out for you in terms of what it tells you about
yourself as a person.
More focused on the outside world – either people or thing, having a positive outlook,
most of the time, would prefer action to thought and more stable mood. Friendly,
talkative, energetic and enthusiastic.

c. Thinking about the questions asked as part of the personality test and your learning as part of
this unit, identify five of your emotional strengths.
 Friendly
 Conscientiousness
 Honest
 Communication skills
 Self - regulation

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.
 Negative - emotions
 Curious
 Soft - hearted
 traditionally
 Self - awareness

e. Explain how you believe the emotional strengths you have identified above help your
workplace performance and relationships.
Generally, it would be better to focus more on your strengths. These are things you are
already good at doing, so you won’t need to invest too much of your time and effort in it.
Focusing on your strengths is about seeking opportunities instead of problems. Instead of
focusing on the negatives, focus your energy on the things you are good at. It can help you
grow more and easily achieve goal. Based on our personalities, we all function differently,
your strengths are things you can leverage on and can use to push further. communication
can transfer information and interpersonal understanding and produce actions and the ability
to establish a kinship with others, building upon commonalities and deemphasizing or
diffusing differences.
f. Discuss how you believe your emotional weaknesses hinder your workplace performance and
relationships.
 It is equally important to know your weaknesses as much as knowing your strengths. Your
weaknesses are not your downfall. These are areas you need to improve on. It is not
something you lack. It is something you need to develop and build. Focusing on things you
are weak at decreases your self-confidence, enthusiasm and overall performance. Working
on your weaknesses is important as it contributes to personal growth.

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 Action to address

Relationships with others Sense of isolation More gathering with
them
Excessively high workloads Feel rushed under pressure Communication with
and overwhelmed boss and team
member
Conflict at work Anxiety and depression relax
A poor working Excessive heat, cold or noise. drink more water
environment

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 .

 Peacefulness
The truth is, life is unpredictable and always changing. Even though everything is
trembling around, doesn’t let what is happening in this environment affect the
inner state of being. stay peacefulness no matter what is happening around us.
 Respect
It is important to treat other people with respect at work, and in your personal life.
However, respecting other people is not always easy, especially when those people
have opinions and beliefs that are different from yours. But you can learn how to
treat other people with respect and practice what you have learned in your daily
life
 Be treated fairly
Work-life balance is assisted by employers who institute policies, procedures,
actions, and expectations that enable employees to easily pursue more balanced
lives. The pursuit of work-life balance reduces the stress employees experience.

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 needs is What is your emotional response Emotional control mechanism
important to you at work when this need is not met?
Communication skill Sadness and sorrow Speak to the person and tell
him/her about my feeling.
responsibility Guilt and blame Do task well and take
obligations to others seriously.
Be treated fairly Disappointed and angry See if anyone knows why
he/she treated me unfairly.
safety Worried and fear Think of way to make sure
workplace being safety.

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.
When stressful events or setbacks occur, the level of impact will be dependent, in part, on your
perspective. The key to moving forward and staying focused is in how you choose to look at
things. Most set backs are temporary, when changing events threaten your sense of stability,
take a step back. Entertain a different viewpoint. Remind yourself of what you’re working
towards, and what your purpose is. Reframed them as learning, and used those experiences to
create new strategies. Instead of shutting down and giving up, step into action, set new goals and
create new a strategy. When you can control your perspective and not be reactive to changing
events in your life, you will better protect your focus and maintain control over your future.

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
Strengths :
A. An ability to get on with people
B. Reliable
C. Hard- working

Weaknesses:
A. Curious
B. Lack of confidence
C. Able to take initiative

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.
To: Sukanta
Dear sir,
According to the personality test from the following link: https://www.123test.com/personality-
test/ it has shown me that I got a higher scoring in extraversion and a lower scoring in openness to
experience.

I have a higher score in extraversion, I am enjoying human interactions and to be enthusiastic,

talkative, assertive, energized and gregarious. I enjoying time spent with people and find less reward in time
spent alone. I am more prone to boredom when I am by own self.
I have a lower score in openness to experience, my thinking is a little traditional, I prefer familiar
routines to new experiences, and generally have a narrower range of interests.
Sir, I would like to arrange a time and date to talk to you. I would like to get some feedback from
you about my personality test.
Thank you.

Your sincerely,
Chung Siew Kwan

3. 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

(i) I got a higher score in extraversion, I am enjoying human interactions and to be

enthusiastic, talkative, assertive, energized and gregarious. I enjoying time spent with
people and find less reward in time spent alone. I am more prone to boredom when I
am by own self.

(ii) Currently I am studying Diploma of Leadership and Management and also working as
a part time waitress in a restaurant. Balancing the demands of a busy lifestyle is not
an easy thing to do, but is best managed by regularly reviewing and assessing my
priorities. Sometimes I will feel stress about my job and my studies. It will make me
feel tension and sometimes headache. I will try to keep myself calm and take a break
to walk around to release my tensions.

(iii) When facing unmet needs, I felt sad and disappointed. I will need to communicate
with others about my feelings. And ask some suggestion from them.

(iv) The three needs that I have selected are peacefulness, respect and be treated fairly.

 Peacefulness
I will feel frustrated. It is important to have peacefulness in workplace. The truth is,
life is unpredictable and always changing. Even though everything is trembling
around, doesn’t let what is happening in this environment affect the inner state of
being. stay peacefulness no matter what is happening around us.
 Respect
I will get disappointed. It is important to treat other people with respect at work,
and in your personal life. However, respecting other people is not always easy,
especially when those people have opinions and beliefs that are different from
yours. But you can learn how to treat other people with respect and practice what
you have learned in your daily life

 Be treated fairly
 I will feel sad. Work-life balance is assisted by employers who institute policies,
procedures, actions, and expectations that enable employees to easily pursue
more balanced lives. The pursuit of work-life balance reduces the stress employees
experience.

(v) My emotional strengths are ability to get on with people, reliable and hard- working.
Emotional intelligence will able me to identify one's emotions and understand
the emotions the others, help me to build relationships, reduce team stress, defuse
conflict and improve job satisfaction.

(vi) My emotional weaknesses are curiosity, lack of confidence and able to take
initiative. An emotional weakness will affect me and the people around me. It might
also arise conflict or misunderstandings.

(vii) There are variety of self-reflective strategies that I could implement within my
workplace. It may be a good idea to develop a formal process for my team to use in
evaluating how different workplace situations make them feel or behave. Recording
this information will reveal personal insight to team members and guide them on
how to respond appropriately and make reasonable choices in the future. The
process of self-reflection brings together the skills of self-awareness, critical thinking,
analysis and experiential learning.
Feedback is a tool for improvement. It can be used to reinforce good behaviours/
actions and to redirect incorrect behaviours/actions. Feedbacks can motivate and
improve performance. A continued feedback is important across the entire
organisation in order to remain aligned to goals, create strategies, develop products
and services improvements, improve relationships, etc.

4. 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.

Emotional Intelligence Development Plan

Identified area of emotional Actions to improve area of emotional
Priority of the area
intelligence development intelligence development
It allows me to recognise and
Pay attention and compare my strengths
Self-awareness understand my own emotions and
and weaknesses.
character which may affect others.
Learn to be an active listener and improve
It allows me to build and maintain
Social skills communication and allow me to reduce
relationships.
barriers.
It allows me to complete my task
Self-management Make a to-do list.
effectively.
 It allows me to improve my
Undertake challenging experiences which
Empathy relationships with my team
push you outside your comfort zone.
members.
It allows me to achieve and Always stay positive, think positive. I will
Motivation improve my commitment to my provide and take continuous feedback
goals. from others.

5. 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.

To: Sukanta
Dear sir,

After discuss and getting feedbacks and strategies from you, I had realised that self-awareness, social skills,
self-management, empathy and motivation are very important. They will help me to complete my task effectively,
building and communicating well with all my team members. I had used them develop an emotional intelligence
development plan.
Here is my attachment.
Emotional intelligence development plan
Identified area of
Actions to improve area of emotional
emotional intelligence Priority of the area
intelligence development
development
It allows me to recognise and understand my
Pay attention and compare my strengths and
Self-awareness own emotions and character which may affect
weaknesses.
others.
Learn to be an active listener and improve
It allows me to build and maintain
Social skills communication and allow me to reduce
relationships.
barriers.
Self-management It allows me to complete my task effectively. Make a to-do list.

It allows me to improve my relationships with Undertake challenging experiences which

Empathy
my team members. push you outside your comfort zone.
Always stay positive, think positive. I will
It allows me to achieve and improve my
Motivation provide and take continuous feedback from
commitment to my goals.
others.

Thank you.

Your sincerely,
Chung Siew Kwan
Assessment Task 3

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.
Emotion that Yuko could be feeling is cultural differences, Cultural difference are the
beliefs, behaviour, language, practices and expressions considered unique to
member of a specific ethnicity, race or national origin.

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.
Emotion that Beryl could be feeling is racist. Racism has profound effects on people’s
health welfare, the effects include feelings of sadness and anger, even anxiety and
depression and hurt people’s freedom and dignity. The effect of racism isn’t confined
to individual, it has to the potential to affect all of us Racial hostility creates a society
where people don’t trust and respect each other, it challenges our society’s values of
equality and fairness and diminish quality of life.

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.
I think could be effect of the workplace situation on the manager is :
 Communication problem
 Low motivation and job satisfaction
 Racist
 Negative emotions
 Cultural difference

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.
I didn't expect any cultural difference in emotions, since came to experience Aussie
culture, shouldn't change too much about lifestyle and routine. Japanese is an offer
culture, not an ask culture. This means that hosts generally proactively offer guests
things they may need, and the guests gracious accept or say " no thank you ". In
Japan, guests usually should not ask hosts for things that have not been offered, it is
rude. The students will probably be taught that Australian culture is different, and
encouraged to ask for help, but there may still be a psychological barrier. Check in
every now and then that they're ok and don't need a drink or snack or something.
Unlike Australia, Japan is a hierarchical society. A different language is used for
addressing people of different status. When addressing people of hinger status,
Japanese use a more formal language that includes different words and honorific.
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.
I would ask Yuko directly to express her feelings and what does she feel we can do to
improve the environment but still be sensitive towards her feelings and try to show
her we do appreciate the work she does and that she is valuable to the organisation.
Would ask Beryl how we can improve the relationship without confronting her about
her actions but try and resolve the situation so that Beryl feel it is her idea and that
on she can make the situation better and that Yuko need her help to achieve
maximum productivity but with love and care.

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.
Helping and encouraging them to be an expert or pro at what they do setting goals
for individuals that are unique to that person and reflect their abilities and personal
aspirations using collaborative techniques that give team members some control
over the way things are done and a sense of ownership in the process coming up
with new, different and better ways of doing things and having an open mind when
suggestions are made (and encouraging team members to do the same).
Being a communicator means more than just being able to speak clearly and
passionately. It also includes being able to listen proactively and to visually observe
the other person's reactions while you are speaking.

7. What advice could you give to Beryl and Yuko to assist them in self-managing their
emotions? List at least five tips.
The five tips I would give them are:
(i) Being able to cultivate pleasant emotions such as feeling calm, appreciation and
enthusiasm.
(ii) Being able to diminish the longevity of unpleasant emotions such as anger,
frustration or anxiety so that you move through them quickly.
(iii) Being able to reduce the occasions on which unpleasant emotions occur, so that you
experience emotions such as irritation, resentment or helplessness less often.
(iv) Being able to move from one emotion to another as required, so you have more
choice over the emotions you feel at any given time.
(v) Consciously taken the time to be interested in the subject matter, whether it be
business or personal.

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

guide, you should list between 6 to 8 steps.

1) Identify the issues 5) Make necessary changes

2) List the possible solutions 6) Resist acting on impulse
(option) 7) Listen to their perspective
3) Evaluate the options 8) Agree on contingencies,
4) Document the agreement monitoring, and evaluation
 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.

 What problems have you encountered at work?

 Describe a challenge or problem you faced. How did you overcame it ?
 What action did you take?
 What was the situation?
 What thinking for the workplace environment?

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 role play meeting.

Attach your Staff Emotional Intelligence Report to the email.

To: Sukanta
Dear sir,
After having meetings with both Beryl and Yuko, I had found out that there are a few problems
between them.
In the meeting, I ask Yuko directly to express her feelings and what does she feel we can do to improve
the environment but still be sensitive towards her feelings and try to show her we do appreciate the work she
does and that she is valuable to the organisation. Would ask Beryl how we can improve the relationship
without confronting her about her actions but try and resolve the situation so that Beryl feel it is her idea and
that on she can make the situation better and that Yuko need her help to achieve maximum productivity but
with love and care.
I had also done some research on Japanese and Australian cultural. I found out that Japanese is an
offer culture, not an ask culture. This means that hosts generally proactively offer guests things they may
need, and the guests gracious accept or say " no thank you ". In Japan, guests usually should not ask hosts for
things that have not been offered, it is rude. The students will probably be taught that Australian culture is
different, and encouraged to ask for help, but there may still be a psychological barrier. Check in every now
and then that they're ok and don't need a drink or snack or something. Besides that, Japan is also a
hierarchical society. A different language is used for addressing people of different status. When addressing
people of hinger status, Japanese use a more formal language that includes different words and honorific.
I had also given five tips to Beryl and Yuko to assist them in self-managing their emotions and eight
steps to resolve workplace situations. I had also asked Beryl and Yuko a few questions to find out more about
the situation and their thoughts and feelings.
Sir, I would like to arrange a time and date to talk to you more about their conflicts. Thank you.

Your sincerely,
Chung Siew Kwan
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.