BSBPEF502 Develop and use emotional intelligence

BSBPEF502 Develop and use emotional intelligence

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Completing your assessment

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Assessment Requirements

Complete ALL assessment tasks, projects and questions to a Satisfactory standard, ensuring that you provide enough evidence for your Assessor to prove that you are competent in the unit.

Complete this Assessment which involves research and other activities that will make sure you have the skills and knowledge required to demonstrate that you are competent in this unit.

Each assessment task is designed to assess your understanding and skills of the unit.

Sometimes activities may be available that will help you understand the whys and the hows - the theories and techniques - and to enrich your skills so that they are transferable to other situations.

If you do NOT complete some sections of a task or provide enough details etc., your evidence will be deemed Not Satisfactory, meaning that more evidence is required.

Your Assessor will then ask you to provide More Evidence, so that you can resubmit your assessment or ask you some further questions. You are allowed to resubmit your assessment evidence up to 3 times before you are deemed Not Yet Competent for the unit. Please refer to Global Training Institute Handbook, found on our website, for more details.

Tasks in this Assessment include:

Task 1801 - Prepare to develop emotional intelligence

Task 1802 - Develop emotional intelligence

Task 1803 - Promote the development of emotional intelligence in others

Task 1804 - Written Questions

This unit describes the skills and knowledge required to develop and use emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the workplace.

This involves reflecting on your Emotional Intelligence within the work environment and developing a plan for your own and others growth. This would include such things as dealing with stress, responding to different situations, managing your emotions and working with other people and their emotions.

Task 1801 Prepare to develop emotional intelligence

In this task think about your own work environment and how you respond and react.

T1801.1 Think about your own emotional intelligence and list what you believe your strengths and areas for improvement are. Use the table below to answer this question.

Consider self-awareness, responding to situations, body language, your working relationships, your ability to manage your reactions etc.

T1801.2 Next to your areas for improvement, write down what causes these responses while in your workplace. Use the table below to answer this question.

To help you with this exercise, you may want to ask people you trust to give you some feedback.

Strengths Areas for improvement Workplace Emotional Triggers/Stressors

E.g. Able to listen to others well E.g. Get frustrated quickly E.g. Get frustrated when other people are incompetent in their work tasks

T1801.3 Choose one of your strengths from T1801.1 and describe a situation at work where this strength influenced the situation positively.

Use a minimum of 6-8 sentences to write your answer here.

T1801.4 Choose one of your areas for improvement from T1801.1 and describe a situation where it was a negative factor in a work situation

Use a minimum of 6-8 sentences to write your answer here.

T1801.5 Based on your answer above, what emotional intelligence strategy, principal or skill could you have used to make this situation more positive?

Use a minimum of 6-8 sentences to write your answer here.

T1801.6 Reflect on four of your triggers/stressors in workplace situations from T1801.2. Then write out a simple Management Method for each. Think about what you could do differently the next time those situations occur.

Trigger/Stressor Desired Response Management Method to manage trigger

E.g. Get frustrated when other people are incompetent in their work tasks

People doing their tasks in a competent manner Give someone a task

Ask the person what they believe the end result of the task is. Make any corrections or explain further

Ask them to formulate how they will do the task. Ask extra question in relation to unclear aspects of process or end result to drive deeper understanding

Check on progress at critical points

T1801.7 Discuss the results from your table in T1801.6 with your Trainer or Completion Coach. Ask for feedback and suggestions to manage your stressors. For evidence purposes provide notes of the conversation below.

Discussion Date: Discussion Time: Trainer/Coachs Name:

Summary of discussion: Write your answer here.

Task 1802 Develop emotional intelligence

Continuing to think about your own work based situations. Reflect back on experiences in your current or previous workplace. Use the table below to answer the following questions:

T1802.1 In Column 1, write a list of 3 situations where you observed an emotional response from a co-worker. This does not have to be an extreme or negative response.

T1802.2 In Column 2, briefly outline the co-workers response to the situation.

T1802.3 In Column 3, for each response briefly explain what you believe to be the reason for your co-workers response. Why you believe they reacted that way. Consider what you know about your co-worker and what you may have found out afterwards.

Situation T1802.1 Co-workers response T1802.2 Possible reason for the response T1802.3

A new co-worker was given a surprise birthday cake even though she had not told anyone it was her birthday. She burst into tears and was overwhelmed with emotions. She kept thanking everyone. She said that she had only just moved to the area. She loves celebrating her birthday and was missing home.

T1802.4 Use the table below and the Emotion Response Tool in the appendix of the Learner Guide, identify the underlying emotion and the appropriate response you should take. The first one has been completed as an example for you.

Expression of emotion Probable emotions Appropriate Response

Someone shaking their finger at me while saying angry words Anger and maybe frustration Speak calmly, keeping open body language. Listen to the words they are saying and ignore the finger shaking. If appropriate once the situation has calmed bring up how the finger shaking impacted you.

Someone crying at the death of their teenage son Someone speaking angrily on the phone to a customer Someone who is normally outgoing is very quiet in the workplace. Someone is becoming argumentative in the workplace Someone criticizes each and every new change T1802.5 In each scenario below describe techniques you could use that would indicate that you are being flexible and adaptable towards others while also considering their feelings when decision making.

Scenario 1

You have been assigned as team leader for a project at work. You have been busy delegating tasks, managing your teams performance and making sure that the work is of high quality. The deadline is only a few weeks away and everyone is working hard to meet it on time. Its going to be close though. During a meeting with your boss you find out that there have been changes to the project. These changes need to be implemented while still keeping to the original deadline.

T1802.5.1 How would you feel in this situation?

Use a minimum of 6-8 sentences to write your answer here.

T1802.5.2 How would you respond to show flexibility and adaptability?

Use a minimum of 6-8 sentences to write your answer here.

T1802.5.3 How would you show consideration for the emotions of your team:

T1802.5.3.1 During the meeting with your boss?

T1802.5.3.2 In the team meeting when you inform them of the changes?

T1802.5.3.1 Use a minimum of 6-8 sentences to write your answer here.

T1802.5.3.2 Use a minimum of 6-8 sentences to write your answer here.

Scenario 2

You are working on an important project that is due very soon. It is going well and you are confident that you will complete it on time. One of your co-workers has started asking you a lot of questions about the project they are working on. You want to be helpful but all of the interruptions are slowing down your own progress. You know that you need to address this with your co-worker but you also know that this person can be quite emotional and take things very personally.

T1802.5.4 How would you feel in this situation?

Use a minimum of 6-8 sentences to write your answer here.

T1802.5.5 How would you respond to show flexibility and adaptability?

Use a minimum of 6-8 sentences to write your answer here.

T1802.5.6 How would you show consideration for the emotions of your co-worker:

T1802.5.6.1 When planning what to say to them.

T1802.5.6.2 In conversation with the co-worker.

T1802.5.6.1 Use a minimum of 6-8 sentences to write your answer here.

T1802.5.6.2 Use a minimum of 6-8 sentences to write your answer here.

Task 1803 Promote the development of emotional intelligence in others

Thinking about your workplace environment and others responses and reactions undertake the following:

T1803.1 Use the table below to list workplace situations where others could have an opportunity to express their thoughts and feelings.

Workplace situations Ways or mechanisms others could express their thoughts and feelings

T1803.2 You have been given the opportunity to run a workshop about Emotional Intelligence. Create 3 tasks/simulations/or games that could be used in this workshop to help participants understand the effect of personal behaviour and emotions in the workplace.

1.

2.

3.

T1803.3 How would you identify and implement everyday opportunities to promote the emotional intelligence in others according to organisational policy and procedures?

Use a minimum of 6-8 sentences to write your answer here.

Task 1804 Written Questions

For this section you will need to conduct your own research into Emotional Intelligence and then in your own words answer the following questions.

T1804.1 Describe situations in the workplace where you would need to apply the following emotional intelligence attributes:

Self-awareness

Use a minimum of 6-8 sentences to write your answer here.

Self-management

Use a minimum of 6-8 sentences to write your answer here.

Social awareness

Use a minimum of 6-8 sentences to write your answer here.

Relationship management

Use a minimum of 6-8 sentences to write your answer here.

T1804.2 List five emotional intelligence principles and give an example for each.

Emotional Intelligence Principles Example

1. 2. 3. 4. 5. T1804.3 List five emotional intelligence strategies and give an example for each.

Emotional Intelligence Strategy Example

1. 2. 3. 4. 5. T1804.4 List and explain 2 key strategies for communicating with a diverse workforce which has varying expressions of emotion.

Use a minimum of 6-8 sentences to write your answer here.

Use a minimum of 6-8 sentences to write your answer here.

Task 1805 Key Techniques

Understanding your own responses and choosing to respond rather than react is paramount to a peaceful cordial workplace. Strategies that you can adopt for your work environment now and working with people into the future will be the key to developing a harmonious workplace.

T1805.1 Briefly explain the concept of the Emotion Response Tool in the appendix of the Learner Guide.

Use a minimum of 6-8 sentences to write your answer here.

T1805.2 Briefly explain how the Response Tool will benefit you.

Use a minimum of 6-8 sentences to write your answer here.

T1805.3 Explain a work based or social based emotional situation.

Use a minimum of 6-8 sentences to write your answer here.

T1805.3.1 Explain how you could apply the Response Tool to the situation and the expected result.

Use a minimum of 6-8 sentences to write your answer here.

T1805.4 Explain how you will continue to use the Response Tool in the future.

Use a minimum of 6-8 sentences to write your answer here.