Assesment 2 Ready

Level 3 108 Margaret Street
Brisbane City QLD AUSTRALIA 4000

CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
BSBLDR501 + BSBLDR502
DEVELOP AND USE EMOTIONAL INTELLIGENCE + LEAD AND MANAGE EFFECTIVE
WORKPLACE RELATIONSHIPS
ASSESSMENT 1
STUDENT NAME
STUDENT NUMBER ASSESSOR’S NAME
SCENARIO
ASSESSMENT DUE DATE: 5.00 pm, <insert date>

ASSESSMENT TYPE: Individual assessment
ASSESSMENT FORMAT: Scenario analysis
SUBMISSION DETAILS
 This assessment task is due to be submitted at reception by 5.00 pm on the <insert date> .
 Any variations to this arrangement must be approved in writing by your assessor. Students may
request alternative arrangements subject to individual circumstances in consultation with the course
coordinator and trainer of the unit.
 Your assessment must be word-processed and submitted with any required evidence attached,
unless specified otherwise.
 A completed cover sheet must be submitted with all assessments.
 Failure to submit your completed assessment at the date specified will be deemed as non-
submission.
 You are required to fill in, sign the academic honesty statement, and attach the assessment cover
sheet to the front of your submitted assessment. Ensure you sign the receipt form when submitting.
 Plagiarism: Failure to adhere to the plagiarism policy, as outlined on the assessment cover sheet,
will lead to the non-acceptance of the submitted assessment, as well as a written warning for
breach of the policy.
PERFORMANCE OBJECTIVE AND ASSESSMENT DESCRIPTION

Students should demonstrate the ability to analyse a given scenario to review the skills and knowledge in
identifying emotional strengths and weaknesses that may impact in promoting the development of
emotional intelligence in others. Students are required to apply the knowledge they have gained from the
course in written responses. Part of this assessment are practical activities that will require the students to
recognize their feelings and emotions in order to acquire self-awareness that will in turn develop the skills in
managing a workplace.
1 BSBLDR501 + BSBLDR502: DEVELOP AND USE EMOTIONAL INTELLIGENCE + LEAD AND MANAGE EFFECTIVE WORKPLACE
RELATIONSHIPS_ASSESSMENTS_Ver 1.3
© Queensland International Institute 2017
“IMPORTANT: Remember to reference all the sources you use to help you answer these
questions and answer all questions in your own words.”
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
The assessment items require analysis of the case scenarios that set the context of the task. Practical
activities are to be completed in class and submitted as part of the assessment.
Instructions for students
Assessment 1 is compulsory. You are required to achieve competency in all questions to be deemed
Competent for this unit.
Carefully read and analyse each of the scenarios and answer the questions that follow. These questions test
your ability to apply the knowledge gained through this unit. You may need to do additional or further
research and readings pertaining to emotional intelligence.
SCENARIO
Jackson is the customer service manager at a large internet service provider organisation. Jackson’s team
consists of thirty customer service representatives who respond to customer queries and complaints over
the phone and by email. The work environment is very busy and Jackson’s team sticks to a strict work
schedule to ensure there are adequate team members rostered on at any given time. As part of an
organisational commitment to develop emotional intelligence among its staff, Jackson is required to collect
360-degree feedback from his team members about his ability to display emotional intelligence in supporting
them to achieve workplace outcomes.
QUESTIONS:
1. Give three (3) possible consequences of Jackson not learning to manage his emotions in the
workplace.
 His emotions will affect his team in a negative way and consequently affect their customer service.
 It will affect the overall performance of his team.
 It will create a negative work environment.
2. a) How could Jackson display behaviours that demonstrate constructive management of emotions in
the workplace?
 Trying to be a well-balanced individual and leading by example.
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
b) How could 360 Degree Feedback help Jackson to identify his emotional strengths, weaknesses,
stressors, emotional states and triggers?
 By paying attention to how both customers and team members react towards him and his
management skills, all of which will reflect and have a direct effect on the overall
performance of his team and the workplace environment
SCENARIO
Gabby is the manager of a not-for-profit, government-funded employment services organisation. The
organisation finds quality employees for businesses and provides job seekers with access to specialized
training, work experience and a range of support services. The organisation specifically helps to find jobs for
people who have been out of the workforce due to illness, disability, homelessness, cultural differences or
personal hardship, in an attempt to help them find work to support their wellbeing.
The organisation itself employs a diverse workforce to ensure team members relate to and understand the
organisation’s target clientele. Gabby is trying to think of new and innovative ways that she can use
emotional intelligence to support her team members to successfully achieve workplace outcomes, improve
their job satisfaction and emotional wellbeing, and effectively assist the organisation’s diverse range of
customers.
QUESTIONS:
3. Explain how Gabby could proactively manage and support a culturally diverse workforce.
 By targeting people from different backgrounds
4. Describe two ways that Gabby could demonstrate flexibility in dealing with team member’s
individual needs and ethical values.
 Be open to communicate openly with her team.
 Leading by example.
5. How could Gabby take into account the emotions of individual team members and their cultural and
ethical values when making organisational decisions and creating company policies and procedures?
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
 By being sensitive and respectful towards their beliefs and cultures which are many and diverse.
SCENARIO:
You are the manager of a retail office supplies store. One of your team members, Ryan, is responsible for
assisting customers to complete bulk office stationery orders. Ryan has turned up to work in a particularly
bad mood. He is not interested in speaking to his co-workers and is being rude and dismissive to his
customers. You notice that his behaviour is decreasing staff morale, and team members are avoiding asking
him questions that are important to achieving workplace outcomes.
QUESTION:
6. Explain how you could assist Ryan to understand the effects of his behaviour and emotions on
others in the workplace.
 By discussing it with him in a private and respectful manner
SCENARIO:
Eden works in the corporate accounts of BPI bank. She leads a team of casual and part time employees of the
corporate accounts section. One of the casual employees, Jenny, meets with the Senior Manager to discuss
the lack of support she is receiving from Eden. Jenny claims that Eden allows the other employees to tease
her and that her contributions are not valued during team meetings.
QUESTIONS:
7. Describe three emotionally intelligent management practices that Eden could use to ensure she
provides an emotionally safe and inclusive workplace for Jenny and her team members.
1- BY leading by example.
2- By listening to her teams needs and suggestions.
3- By being a proactive and hands on leader.
8. Why is it important to encourage positive emotional climate in the workplace?
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
 Because it directly reflects in everybody’s performance.
9. Describe two ways Eden could incorporate the strengths of her team members and organisation
networks when planning and managing work-based activities.
 By knowing their strengths and by embracing them.
SCENARIO:
Aman runs a photograph store’s printing service. A customer of the store claims that one morning she
entered the store to have her photos printed, Aman was working at the service counter. When the customer
approached Aman about printing a large photo order, Aman rolled her eyes and sighed heavily. The customer
requested an express order so she could pick up the photos that afternoon. Aman advised the customer, “We
are extremely busy today and this is just going to make the day worse.” Aman took the customer’s order and
told her she would phone her when the photos were printed. The customer did not receive a phone call and,
when she returned to pick up her photos, Aman had left for the day without completing the order.
QUESTIONS:
10. Explain why Aman should manage her negative emotions in the workplace. Describe two ways you
could help her develop self-management skills to control her negative emotions at work.
It will directly affect the business in a negative way.
 Mange to leave personal problems out of the work place.
 Have a better understanding of the importance of their customers.
11. Practical Assessment. Complete the following activities. These activities are to be completed in
class and must be submitted as part of the assessment.
a. Emotional Intelligence (EQ) Test
Instructions
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
Evaluate each statement about yourself as you actually are, instead of as you think you should be. When
you've finished, calculate the total score as Not at all=1, Rarely=2, Sometimes=3, Often=4 and Very Often=5.
Highest score is 75. Interpretation will be discussed in class.
Statements to answer Not at all Rarely Sometimes Often Very Often

(1) (2) (3) (4) (5)
1. I can recognize my emotions X
as I experience them.
2. I lose my temper when I feel X
frustrated.
3. People have told me that I am X
a good listener
4. I know how to calm myself X
down when I feel anxious or
upset.
5. I enjoy organizing groups. X
6. I find it hard to focus on X

something over the long term.
7. I find it difficult to move on X
when I feel frustrated or
unhappy.
8. I know my strengths and X
weaknesses
9. I avoid conflict and x
negotiations
10. I feel I don’t enjoy my work. X
11. I ask people for feedback on X

what I do well, and how I can
improve.
12. I set long-term goals, and X

review my progress regularly.
13. I find it difficult to read other X
people’s emotions.
14. I struggle to build rapport X
with others.
15. I use active listening skills X
when people speak to me.
SCORE
TOTAL SCORE:
b. Based on the EQ test, list all your emotional strengths and weaknesses.
STRENGTHS WEAKNESSES
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
Good listener Fear of confrontation

Good controlling my emotions
Good focus
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
c. Identify 5 stressors from your workplace. What emotions do you manifest for each stressor? What
is a physical sign that you are stressed? How could you positively control your emotional
responses to these stressors? Follow the format below.
STRESSORS TRIGGERS EMOTIONS SIGNS POSITIVE CONTROL

Example: Example: Example: Example: Example:
Rude customers Rude customers hatred Face turning red Talking calmly
who yell
1.Rude people Rude Tradies Anger Face turning red Taking time to calm
and warm felling in down
face
2.Rude Superiors Supervisor who Hurt Lack of energy Stand up and walk
disrespects
3.Lazy co-workers People not Sadness Unable to perform Discuss
willing to work
4.Neglect People not Frustration Unable to focus Discuss
willing to do
things right
5. Lack of From co-workers Anxiety Heart beat Ask for help
responsibility
d. How will you manage your emotions when facing a difficult situation?
By taking a step back to try to take control of my emotions which will directly affect my decision making. Also
trying to see things from a different perspective and try to the best of my abilities to act in controlled and
impartial manner.
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549

ASSESSMENT 2
STUDENT NAME
PROJECT
ASSESSMENT FORMAT: Report
SUBMISSION DETAILS
 This assessment task is due to be submitted at reception by 5.00 pm on the <insert date>.
submission.

Students should demonstrate the ability to lead and manage effective workplace relationships, establish
systems to develop trust and confidence and manage difficulties to achieve positive outcomes.
The assessment requires you to work as a group in order to complete a project in a chosen workplace.
Students are required to answer some of the questions individually and the remainder as a group. Students
must report on how they will display professional leadership behaviour through their own conduct.
INSTRUCTIONS FOR STUDENTS
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
In this project, you will illustrate how you have lead and managed effective workplace relationships. You are
to respond to the tasks in the context of your chosen workplace. You are required to demonstrate your skills
and knowledge in managing ideas and information, difficulties to achieve outcomes and establish systems to
develop trust and confidence.
SCENARIO:
As a team leader in your organization, you receive an email from the manager of the Human Resource
Department, notifying you that one of your team members (Santiago) has made a complaint, claiming he is
experiencing age discrimination from other team members. It is your responsibility to manage this issue
within your team.
Develop an issue management process to ensure that the issues that have been raised would be resolved
promptly and/or referred to relevant personnel. Compile the information by completing the sections below.
You may make up the information related to the issue.
1. Symptoms:
 What is the issue?
 An email was received regarding a complaint for age discrimination at the workplace.
 What could be the early warning signs of this issue?
 Discomfort and a tense environment that reflects directly in the overall performance
and wellbeing if all team members (discrimination form other team members).
2. Facts:
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
 Identify the problem by gathering the facts. You have to determine who is involved, and
investigate if there are any underlying incidents relating to the complaint.
Identify the problem: A complaint made by a team member claiming being the victim of age discrimination
at the workplace.
First the person in charge of addressing and trying to solve the problem, should Speak to the team member
who is directly involved and affected by the problem and to other team members to try to get a realistic
sense of the situation. After having a realistic sense of the situation he should start to take the necessary
steps towards solving the problem.
What options and alternatives are available Discuss with all team members and all affected parties and
try to the best of his abilities to come up with an affective plan of action that benefits the person directly
affected and the overall wellbeing of the entire team.
Choose and implement the best possible plan of action
Having in mind that the most important is to solve the problem as soon as possible it is necessary to
promptly choose and implement the best possible plan of action and doing so by involving all team members
if possible.
Monitor and evaluate afterwards
It is crucial that a following process is implemented to avoid at any cause the problem repeating itself.
3. Analysis:
Evaluate the extend of the issue and according to the policies and laws implemented to protect employees
from discrimination. Study and be aware if all laws regarding discrimination as well as make sure that all
team members are aware of them as well of the consequences of not following them. With the help of all
these policies and regulations as well as all the plans and plans of action put in place come up with a solution
that equally benefits all team members.
4. Options for resolution:
Define and evaluate options for resolution in consultation with relevant personnel and determine the best
course of action.
 Together with all members involved and not involved try to come up with the best plan in
order to try to solve the problem.
5. Action plan:
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
 Develop a plan of action to implement the solutions and provide guidance, counselling and
support to co-workers.
 Following up and Monitor Outcomes as previously mentioned it is vital that a following plan
is set in place with the intention of preventing a situation like this to ever occurs again.
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
ASSESSMENT 3
STUDENT NAME
WRITTEN TEST
ASSESSMENT FORMAT: Knowledge based questions
SUBMISSION DETAILS
 This assessment task is due to be submitted at reception by 5.00 pm on the <insert date>.
submission.

Students should demonstrate the ability to lead and manage effective workplace relationships through the
use of emotional intelligence.
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
The assessment requires students to use comprehension, analysis and application of the skills and knowledge
learned in these units and apply them to a range of situations.
INSTRUCTIONS FOR STUDENTS
Read the questions and provide practical and short answers to the following questions.
QUESTIONS:
1. Explain briefly the four principles/strategies of emotional intelligence.
 Self-Awareness: Is recognizing how others respond to us. This is often challenging because
we tend to see what we want to see. And we tend to avoid the uncomfortable action of
asking others for feedback.
 Self-Management: You have to the ability to control your emotions and also you can engage
the rational part of your brain and select the best response.
 Social Awareness: You can help you improve your service orientation by fine-tuning your
radar for your customers’ or clients’ needs. Do this by first and foremost, always taking
personal responsibility even when things aren’t going well.
 Relationship Management: improve your serving as an inspiring leader and catalyst for
change, collaborating with a high-performing team, and managing conflict are part of
relationship management
2. Name three legislations relevant to managing effective workplace relationships.
 Management by walking around

 Open door policy.
 Active listening.
3. Describe how you could constructively manage workplace conflict, in accordance with your
organisation’s policies and procedures.
 By communicating well with others and being aware of all the policies and procedures and if
individuals working together are competing for promotion, the competition that normally
exist can become very destructive and lead to conflict. Having effective and clear promotion
policies and practices can in part help to avoid these types of conflicts.
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
4. List two ways you could use network systems to build and maintain workplace relationships.
 Having people working together and better communicating with each other.
 work team
5. Explain how systems, policies and procedures can support the development of work relationships
with a specific focus on interpersonal styles, communications, consultation, cultural and social
sensitivity, networking and conflict resolution.
 By following a good set of policies and procedures which can be constantly renewed and
reconsidered a company can achieve a better overall performance of all parties involved.
6. Explain the importance of having emotionally effective people in the workplace in relation to the
attainment of business objectives.
 It is important that leaders make workers understand that not only other individuals but
everyone in the worksplaces are affected by each other`s emotions.
 Also when leaders make workers aware of emotional contagion they can become attuned or
self- aware about the impact that emotional states of others are having on them.
7. Explain two ways to communicate with a diverse workforce that has varying cultural expressions of
emotion.
 Being aware of their customs and cultures.

 Finding a neutral way to communicate that works for everyone regardless of their
background.
8. Provide an example of how emotional intelligence builds workplace relationships.
 Creates a well balance work environment and can be used in relationships as it helps those
involved communicate their feelings, empathise with each other, and control emotions and
behaviour that could otherwise be constructive. Leaders should be encouraging others in the
workplace to develop higher levels of el to build productive relationships.
9. Describe how you would display professional leadership behaviour through your own conduct by
providing responses to the following:
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
a. Explain how you could gain and maintain the trust and confidence of colleagues and external
contacts.
Leading by example and workers and external contacts will have confidence and trust in
people who take their concerns seriously and make it clear that they do. Leaders will have
empathy and have the needs of workers and contacts foremost in their minds, also leaders
who want to be trusted by colleagues and external contacts will also demonstrate trust in
their workers.
b. List methods you could use to adjust your own interpersonal communication style to meet
your organisation’s cultural diversity and ethical environment.
Learn and evolve, be aware of their cultures and customs, adapt and learn to be understanding and
respectful of them but also we can name or list like this:
 Clarity
 Phrasing
 Contractions
 Using yes and no
 Silence
 Tone of voice
 Popular culture
c. Detail techniques you could use to guide and support team members in their own personal
adjustment process.
There are different techniques that might be helpful for work team members who are trying to adjust their
personal communication and different styles. So we can call it six ways:
 Expect and encourage teamwork.

 Be committed to team success and help grow the commitment of others.
 Create a team vision and help people personalize it.
 Focus on relationships and encourage others to do the same.
 Be available to help and let your team grow independent of you.
 Be supportive and encourage team members to support each other
for finish is good sharing your experiences with them and it put them in practice.
bibliography
CRICOS NO: 02763G RTO NO: 31353 +61 (7) 3194 6549
 blog.kevineikenberry.com/.../six-ways-leaders-can-support-team
 www.apsc.gov.au/publications-and-media/.../productive-people
 https://www.asqa.gov.au/.../Users_Guide_to_the_Standards_for_

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Level 3 108 Margaret Street

Brisbane City QLD AUSTRALIA 4000

ASSESSMENT DUE DATE: 5.00 pm, <insert date>

PERFORMANCE OBJECTIVE AND ASSESSMENT DESCRIPTION

Instructions for students

 It will affect the overall performance of his team.

 It will create a negative work environment.

 Trying to be a well-balanced individual and leading by example.

 By targeting people from different backgrounds

 Be open to communicate openly with her team.

 By discussing it with him in a private and respectful manner

2- By listening to her teams needs and suggestions.

3- By being a proactive and hands on leader.

8. Why is it important to encourage positive emotional climate in the workplace?

 Because it directly reflects in everybody’s performance.

 By knowing their strengths and by embracing them.

It will directly affect the business in a negative way.

 Mange to leave personal problems out of the work place.

 Have a better understanding of the importance of their customers.

a. Emotional Intelligence (EQ) Test

Statements to answer Not at all Rarely Sometimes Often Very Often

6. I find it hard to focus on X

11. I ask people for feedback on X

12. I set long-term goals, and X

Good listener Fear of confrontation

STRESSORS TRIGGERS EMOTIONS SIGNS POSITIVE CONTROL

DEVELOP AND USE EMOTIONAL INTELLIGENCE + LEAD AND MANAGE EFFECTIVE

PERFORMANCE OBJECTIVE AND ASSESSMENT DESCRIPTION

INSTRUCTIONS FOR STUDENTS

 What is the issue?

Choose and implement the best possible plan of action

Monitor and evaluate afterwards

4. Options for resolution:

PERFORMANCE OBJECTIVE AND ASSESSMENT DESCRIPTION

INSTRUCTIONS FOR STUDENTS

1. Explain briefly the four principles/strategies of emotional intelligence.

2. Name three legislations relevant to managing effective workplace relationships.

 Management by walking around

 Being aware of their customs and cultures.

8. Provide an example of how emotional intelligence builds workplace relationships.

 Expect and encourage teamwork.

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