Andre Luis Sanches Da Cunha - Task 1 Assessment Answer Booklet - BSBPEF502
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ASSESSMENT ANSWER BOOKLET
Full Name
Andre Luis Sanches Da Cunha
Student ID
NCCS220230
Term
2
Year
2023
Unit Name
Develop and use emotional intelligence
Unit Code
BSBPEF502 Due Date
30/03/2023
Date Submitted
15/03/2023
Trainer Name
Firoz Siddiquey
Student Declaration
By submitting this assessment, I acknowledge and agree that:
1.
I declare that this assessment has been completed by me and is my own work
2.
This assessment is submitted in accordance with the NCCS Regulations and Assessment Policy. I also understand the serious nature of academic dishonesty (such as plagiarism) and the penalties attached to being found guilty of committing such offences.
3.
No part of this assessment has been copied from any other source without acknowledgement of the source.
4.
No part of this assessment has been written by any other person, except to the extent of collaboration and/or group work as defined in the assessment.
5.
A copy of the original assessment is retained by me and that I may be required to
submit the original assessment to the trainer upon request.
6.
I am aware of my appeal rights.
Student Name
Andre Luis Sanches Da Cunha
Date
15/03/2023
BSBPEF502 Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 1
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
Develop and use emotional intelligence
Assessment Answer Booklet -Task 1
You only need to submit the answers of the assessment tasks to your trainer.
Please do not submit the questions and any instructions in red.
Task 1 – Written Questions
Students, please read each question below and provide your answers.
Please DO NOT COPY from any website as you will need to summarise in your own words. Please make sure all questions are answered in your own words.
1. Explain emotional intelligence and the importance of this characteristic at work.
The capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.
The skills involved in emotional intelligence are self-awareness, self-regulation, motivation, empathy, and social skills. Embracing the nuances of human emotion in the workplace can have pragmatic benefits, such as better collaboration among employees and a happier workplace
2. Explain each of the five (5) 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 Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 2
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
Self-awareness is the ability to accurately recognise your: emotions, strengths, limitations, actions and understand how these affect others around you. Benefits: ●
Increases the likelihood of you handling and using constructive feedback effectively. ●
By knowing your strengths and weaknesses you can improve your organisation's performance, for example, you may hire individuals who perform well in areas you struggle with. 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 beneficial for the situation. For example, rather than shouting at your employees when you're stressed you may decide which tasks can be delegated. Benefits: ●
Self-regulation helps earn the respect and trust of employees. ●
Useful when adapting to change. ●
Allows you to react rationally. Empathy To be empathetic means you are able to identify and understand others' emotions i.e. imagining
yourself in someone else's position. Benefits: ●
Provides you with an understanding of how an individual feels and why they behave in a certain way. As a result, your compassion and your ability to help someone increases because you respond genuinely to concerns. ●
Especially helpful when delivering constructive feedback. ●
Being empathetic shows your team that you care. For example, if a manager reacts angrily after finding out that an employee has been arriving to work late because their child is unwell, the team is likely to react negatively towards the manager. It would be more favourable for the manager to be understanding and agree on a plan of action with the employee, such as, the employee starting work earlier and finishing later. ●
Employees will respect you more and subsequently job performance will improve. Motivation Being self-motivated consists of: enjoying what you do, working towards achieving your goals and not being motivated by money or status.
Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 3
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
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Benefits: ●
Reduces your likelihood of procrastinating ●
Increases self-confidence ●
Keeps you motivated even if you face setbacks ●
Makes you focused on achieving your goals ●
spreads to the team.
Social skills Effective
social skills consist of managing relationships in a way that benefits the organisation. Benefits: ●
Effective social skills helps you to build rapport with your employees and earn their respect and loyalty. ●
Employees will trust you which is especially valuable if unwelcomed decisions have been made, such as a rise in performance targets. ●
When you interact with your employees you can identify the best way to meet their individual needs and identify how their abilities can be used to achieve the organisation's
aims. ●
Staff will feel comfortable presenting ideas to you and discussing concerns. 3. Explain the key principles of the Emotional Intelligence Theory developed by Caruso and Salovey (2004).
According to Caruso and Salovey (2004), emotional intelligence begins with these six
Principles:
●
Emotion is Information
Emotions are reactions we have to personally significant interactions and situations around us each day. Our emotional responses help us to respond, adapt and thrive in the busy environment in which we live. Our emotions or internal responses, which may be positive and negative, can be thought of as “data” or signals about how we perceive various situations, and if
we are mindful to what an emotion is signalling, we can consciously help bring about a positive outcome. For example, when we feel anger, we signal to others not to approach us. Conversely,
a smile conveys happiness and approachability. The social nature of emotion is a key source of motivating information for managers and leaders.
●
We can try to ignore emotion, but it doesn’t work
Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 4
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
Emotions, thinking and judgements are exceedingly interconnected. Our emotional responses to
situations, family and co-workers can influence our relationships and job performance in both positive and negative ways. Research by a social-psychologist Roy Baumeister (cited in Caruso
and Salovey) found individuals remembered less information when they tried to suppress the expression of emotions. He asserts attentive listening skills and information processing abilities were lessened in attempts to suppress emotion. Humans need to comprehend and reframe the meaning of the information as well as the emotional component in a constructive and adaptive manner without suppressing our personal feelings. ●
We can try to hide emotions, but we are not as good at it as we think
Conscious and unconscious attempts to mask our emotions ultimately fail. Ekman’s research on facial expressions and lying (cited in Caruso and Salovey 2004) indicates that it is possible to
identify someone who is not telling the truth by observing pauses in their speech, speech errors,
and momentary emotional display. Covering emotions and “surface acting” is associated with job burnout and turnover among other issues. The desire to ignore emotions or to engage in purely rational pursuits can lead to mistrust and poor decision-making. ●
Decisions must incorporate emotion to be effective Effective interpersonal and management skills require integration of pertinent information and associated emotions. Successful decision making is not comprised of avoiding conflict and making everyone happy all the time. The western culture tends to distrust emotion as illogical, however the emotional intelligence theory recognizes that emotions make us truly human and these feelings must be embraced and incorporated into our lives. Although we prefer to experience positive emotions, there is also just situations for negative emotions as fear, anger and hurt which create a stimulus to fight for equity. Caruso and Salovey (2004) stress “it means that there are times as a manager, a team member, an individual contributor, when one might feel hurt, badly hurt. But if it doesn’t hurt badly at times, you’re probably not making emotionally intelligent and effective decisions”
●
Emotions follow logical patterns
Emotions are not random, but reactionary for various reasons, and follow a sequence from low to high intensity as the event or thought which generated the emotion continues or increases. A renowned emotions researcher Robert Pletcher (cited in Caruso and Salovey) created a model of emotions that clearly presents emotions along an intensity continuum, depicting how emotions can intensify. Eight primary emotions are arranged within an inner circle, with opposing emotions on opposite sides of the circle. This model also depicts how various emotions can combine to create more complex emotions. Understanding this complexity allows individuals to manage their emotional reactions in healthier ways.
●
Emotional Universals exist, but so do specifics Emotional intelligence can be applied to the global society at large as the rules of emotion and their associated expressions are universal. Although there are cultural differences in social behaviour, and customs may differ from country to country, emotional expressions are similar Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 5
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
worldwide. A smile, laughter, or tears will be interpreted with the same meaning throughout the world. Caruso and Salovey exert that life can be more complex, and specific variations in emotional interpretations can be related to display rules, secondary emotions, and gender. 4. Explain three (3) strategies that can be used to build emotional intelligence.
●
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 for 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?
●
Sharpen your 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 teaches that common sense is hardly common. 5. Explain how a manager with high emotional intelligence can assist in achieve business objectives. Provide an example to illustrate your answer.
A self-aware and emotionally intelligent manager would plan their time properly and get the work done well in advance of any deadlines. Self-management is the ability to control and redirect disruptive impulses and moods. Empathy is understanding other people's emotional make up. 6. Explain the importance of recognising cultural differences in emotional intelligence. Provide two (2) examples example to illustrate your answer.
Cultural Constraints Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 6
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
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Practical, emotional, and social intelligence, however, are culture-bound. ●
People with high practical intelligence might be capable of solving everyday problems in their own culture yet be unable to solve the day-to-day problems of living in another culture. Western school children are unlikely to have knowledge of the natural herbal medicines used to fight common infections in a rural village in Kenya. ●
For example, in cultures that value honour, there are more frequent displays of anger. In cultures that value group membership, shame is more intensely displayed. In the United States, where self-gratification is valued, people are more likely to display excitement and joy in response to personal success. In many Asian countries, where group harmony is of paramount importance, people often suppress expressions of pleasure with respect to their personal achievements
7. Explain two (2) ways of communicating effectively with a diverse workforce with varying cultural expressions of emotions.
●
Be Clear and Concise Effective communicators get to the point and make their messages clear. Your goal should always be to get your message across clearly with as little technical jargon as possible, whether
you’re talking to an employee in person or sending an email. When you say too much or use technical terms an employee may not understand, you’re just increasing the odds that there will be a miscommunication. This is one area where keeping it simple is the better option. ●
Train diverse workforce early and often
Many of the pitfalls of misunderstanding and cultural confusion can be prevented with early and ongoing training
8. Explain two (2) ways of using emotional intelligence to build effective workplace relationships. Emotional intelligence is all about being aware that emotions are the fundamental drive of human actions and decisions and helping to leverage them to the best advantage. Emotional intelligence can help to build a strong relationship in personal and work life. following are two ways how emotional intelligence helps to form strong workplace relationships.
●
Being empathetic builds trust Empathy is the ability to consider other people feeling while taking decisions.it is one of the five components of emotional intelligence. Being empathetic means listening and getting feedback into consideration which in turn build a foundation of trust and hence strong relationship. ●
Developing an informal social relationship Social relationships are a key driver of building a strong relationship. Organizations can use this social skill component of Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 7
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au
emotional intelligence to make the informal relationships between staff and management. This way a strong relationship can be formed in the workplace. Assessment Answer Booklet – BSBPEF502 – Develop and use emotional intelligence
Issue date: 18/10/2018 8
New Cambridge College Sydney Inc. ABN: 44 928 033 266
RTO No: 91438 CRICOS Provider No: 03015B
Level 3, 770 - 772 George Street, Sydney NSW 2000 +61 2 9212 6650 www.nccs.nsw.edu.au