Assessment 3_BSBPEF502

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Assessment Details Qualification Code/Title BSB50120 Diploma of Business Assessment Type Assessment -03 (Report) Time allowed 4 weeks Due Date 19/6/2022 Location AHIC Term / Year 2/2022 Unit of Competency National Code/Title BSBPEF502 Develop and use emotional intelligence Student Details Student Name Student ID Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: ____________________________ Date: _____/______/__________ Assessor Details Assessor’s Name RESULTS (Please Circle) SATISFACTORY NOT SATISFACTORY Feedback to student: Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature Signature Date Date Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 1 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Instructions to the Candidates  This assessment is to be completed according to the instructions given below in this document.  Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.  If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.  Please refer to the College re-submission and re-sit policy for more information.  If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.  Please read the Tasks carefully then complete all Tasks.  To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment.  This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately.  Resources required completing the assessment tasks are Learner guide, PowerPoint presentation, Unit Assessment Pack (UAP), Access to other learning materials such as textbooks, Access to a computer, the Internet and word-processing system such as MS Word.  Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12 and line spacing has to be Single line.  Once you have completed the assessment, please upload the softcopy of the Assessment into AHIC Moodle.  Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Zero. Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 2 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Ensure that the time available to complete the assessment, while meeting enterprise requirements, takes account of the student’s needs  Indigenous  Knowledge and understanding  Flexibility  Services  Inappropriate training and assessment  Culturally appropriate training Explore understanding of concepts and practical application through oral assessment Flexible delivery Using group rather than individual assessments Assessment through completion of practical tasks in the field after demonstration of skills and knowledge.  Age  Educational background  Limited study skills  Make sure font size is not too small Trainer/Assessor should refer to the student’s experience Ensure that the time available to complete the assessment takes account of the student’s needs Provision of information or course materials in accessible format. Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note- taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue Changes to course design, e.g. substituting an assessment task Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift  Educational background  Reading  Writing  Numeracy  Limited study skills and/or learning strategies  Discuss with the Student previous learning experience Ensure learning and assessment methods meet the student’s individual need  Disability  Speaking  Reading  Writing  Numeracy  Limited study skills  Identify the issues  Create a climate of support  Ensure access to support that the student has agreed to  Appropriately structure the assessment Provide information or course materials in accessible Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 4 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia and/or learning strategies format, e.g. a textbook in braille Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note- taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue Changes to course design, e.g. substituting an assessment task  Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift Explanation of reasonable adjustments strategy used (If required) What if you disagree on the assessment outcome? You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of. Your trainer will outline the appeals process, which is available to the student. You can request a form to make an appeal and submit it to your trainer, the course coordinator, or the administration officer. The AHIC will examine the appeal and you will be advised of the outcome within 14 days. Any additional information you wish to provide may be attached to the appeal form. Academic Integrity: Academic Integrity is about the honest presentation of your academic work. It means acknowledging the work of others while developing your own insights, knowledge and ideas. As a student, you are required to: • Undertake studies and research responsibly and with honesty and integrity • Ensure that academic work is in no way falsified • Seek permission to use the work of others, where required Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 5 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Assessment Formatting and Answer length Guidance: Your submitted document must follow the given criteria:  Font must be Times New Roman, Font size need to be 12 and line spacing has to be Single line.  Your assessment needs to be submitted as an electronic copy unless requested differently by your assessor.  The Assessment file name for electronic copy should follow : Student Id_Assessment_No ( Example AHI000014_Assessment 3) Referencing Include a reference list at the end of your work on a separate page or as footnotes. You should reference the sources you have used in your assessments in the Harvard Style. To access a web-based tool, see Harvard Style online generator http://www.harvardgenerator.com Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 7 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Assessment Task 3: Staff emotional intelligence project Task summary You are required to review a case study and answer questions, and then conduct two roleplay meetings with staff members. Required  Access to textbooks/other learning materials  Computer with Microsoft Office and internet access  Staff Emotional Intelligence Report Template  Role-play participant (assessor) Timing Your assessor will advise you of the due date of this assessment. Submit  Email with staff emotional intelligence report attached. Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. Re-submission opportunities You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 8 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Assessment Task 3: Instructions Complete the following activities: You work as a staff counsellor at a large company. The business specializes in finding both commercial and residential tenants for landlords, as well as matching landlords with tenants. All staff work an eight-hour day from 9 am to 5.30 pm, with 30 minutes for lunch. The Operations Manager has described the following situation to you: Beryl is the Team Leader of the telemarketing group, responsible for:  Supervision and mentoring of a telemarketing team of eight  Outbound sales calls to real estate agents, property managers and landlords  Appointment setting for field sales teams  Inbound query resolution and customer service  Maintenance of all customer contacts in the Customer Relationship management system  Beryl, aged 62, has been with the company for 3 years. She was born in Australia. She has worked in sales most of her life. Beryl was hoping to retire at 60 but personal circumstances have meant she is continuing to work. Beryl is a very hard worker and achieves above the required results for signing up tenants and landlords. One of the telemarketers that Beryl is responsible for is Yuko. Yuko is Japanese, aged 40 and has been in Australia for 2 years. She speaks good English and gets on with her team members, although she is generally quiet. She has always been very reliable with her attendance at work. As the Operations Manager of the company and the overall manager of the team, you have noticed recently that there is tension between Beryl and Yuko. You have noticed that Beryl often ignores Yuko or addresses her though another member of the team. You have also noticed Beryl whispering to other workers and you sense that this is in relation to Yuko. Yuko’s work performance is suffering, and she is not making the required amount of daily calls to sign up new tenants and landlords. Yuko has also become more withdrawn recently and tends not to sit in the staff room anymore or attend staff social functions. This situation is stressful. The team’s performance targets are not being met and the conflict within the team seems to be having an effect on other staff members, with sides Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 10 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia being taken. You have heard through another member of staff that Yuko feels that Beryl is racist, and that Beryl complains that she can’t understand Yuko’s accent and that she feels Yuko is never very enthusiastic about her work. You would like to resolve this situation by getting Beryl and Yuko to understand each other’s perspectives and to manage their emotions at work. At this stage there are no options for moving either member of staff to another team. Answer the following questions in Staff Emotional Intelligence Report Template. Each of your answers should be approximately 1 paragraph in length. 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. 1. Depression 2. Anxiety 3. Discouragement 4. Irritability 5. Pessimism 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. 1. Tension 2. Angry 3. Irritability 4. Lower tolerance 5. Anxiety 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. 1. Frustration 2. Stress 3. Concern 4. Angry Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 11 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia 8. Document a step-by-step approach for resolving the workplace situation. As a guide, you should list between 6 to 8 steps. 1. Have a conversation separately with each of them. 2. Call a meeting 3. Describe the issue and how it affects the company and the workplace 4. Request a nonviolent altercation between the two sides. 5. Enquire about how I can assist in resolving conflicts or misunderstandings; 6. Create an action plan 7. Keep an eye on developments 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? 1. Tell me about what is happening? 2. Tell me about how this is making you feel? 3. Tell me how this is impacting your performance at work? 4. What do you think as a manager I can help make you feel better in this situation? 5. What do you think she can make to change in a positive way this relationship? 10. Submit a sample draft 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 roleplay meeting. Attach your Staff Emotional Intelligence Report to the email. Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 13 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia From : Yisela Lugo To: Teacher seccion 1 Dear Teacher With this email I would like to show you briefly what is happening between to employees, Beryl the operation manager and Yuko the telemarked. This situation is influencing the team vibe and the performance in the workplace. You can see the information in detail in the report that I attached to this email. I’m looking forward to hear from you with the date, place and time for a face-to-face meeting. Kind regards, Yisela Lugo Situation Stress Response Actions to Address tension between Beryl and Yuko Anxiety Irritability Pessimism Tension Angry Have a chat with booth of them in a separate way Set up a meeting to understand the action to take Monitor developments 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. Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 14 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Assessment Task 3 Checklist Student’s name: Did the student: Completed successfully Comments Yes No List at least five emotions that Yuko could be feeling? List at least five emotions that Beryl could be feeling? List at least five emotions that the manager could be feeling? List at least two differences between Australian and Japanese expressions of emotion? List at least five tips to assist Beryl and Yuko in self- managing their emotions? Document a step-by-step approach for resolving the workplace situation, with between 6 to 8 steps? Develop and submit five suitable questions to:  Identify information about the workplace situation  Provide opportunities for Yuko and Beryl to express their thoughts and feelings? For the Yoko role-play: Use questioning to identify find out about the workplace situation and Yuko’s thoughts and feelings? Assess the emotional state of Yuko during the meeting and respond appropriately? Use questioning and active listening to provide the opportunity for Yuko to express their thoughts and feelings? Demonstrate a caring and empathic approach to Yuko’s emotional responses? Remain calm and unbiased throughout the meeting? Explore the impact of Yuko’s behaviour and emotions on Beryl and the rest of the team? Identify and respond to differing cultural expressions of emotion? Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 16 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia Student’s name: Did the student: Completed successfully Comments Yes No Encourage Yuko to develop and use emotional intelligence techniques? Show flexibility and adaptability in making decisions about actions to be taken? Take into account Yuko’s needs and emotions, as well as identified strengths when making decisions about actions to be taken? For the Beryl roleplay: Use questioning to identify find out about the workplace situation and Beryl’s thoughts and feelings? Assess the emotional state of Beryl during the meeting and respond appropriately? Use questioning and active listening to provide the opportunity for Beryl to express their thoughts and feelings? Demonstrate a caring and empathic approach to Beryl’s emotional responses? Remain calm and unbiased throughout the meeting? Explore the impact of Yuko’s behaviour and emotions on Beryl and the rest of the team? Identify and respond to differing cultural expressions of emotion? Encourage Beryl to develop and use emotional intelligence techniques? Task Outcome: Satisfactory  Not Satisfactory  Assessor signature Assessor name Date Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 17 of 19

Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia The End Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J BSBPEF502 Develop and use emotional intelligence Version V2.0/ April 2021 Page 19 of 19