Emotional Intelligence Theory - Assignment Example

Details of Assessment Term and Year 4, 2016 Time allowed Weeks 2, 3, 4, 5, 6 Assessment No 1 Assessment Weighting 60% Assessment Type Simulation Exercises and Case Studies (Individual In-Class Assessment) Due Date Week 6 Room TBA Details of Subject Qualification BSB51915 Diploma of Leadership and Management Subject Name Leadership Details of Unit(s) of competency Unit Code (s) and Names BSBLDR501 Develop and use emotional intelligence BSBLDR502 Lead and manage effective workplace relationships BSBLDR504 Implement Diversity in the workplace BSBWOR502 Lead and manage team effectiveness Details of Student Student Name College 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: _______/________/_______________ Details of Assessor Assessor’s Name MOINUL MUSTAFA (Day Class & Hybrid) MICHAEL CIFTCI (Evening Class) Assessment Outcome Results  Competent  Not Yet Competent Marks / 60 FEEDBACK TO STUDENT Progressive feedback to students, identifying gaps in competency and comments on positive improvements: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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 right to appeal and the reassessment procedure. Signature: ____________________________ Date: ____/_____/_____ Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback  Student did not attend the feedback session. Feedback provided on assessment. Signature: ____________________________ Date: ____/_____/_____ Purpose of the Assessment The purpose of this assessment is to assess the student in the following learning outcomes: Competent (C) Not Yet Competent (NYC) identify the impact of own emotions using emotional intelligence principles and strategies respond to the emotional states of others and demonstrate management of emotions recognise and respond to the emotional states of others promote the development of emotional intelligence in others establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to provide leadership through own behaviour develop and/or implement processes and systems to manage difficulties develop and/or implement processes to manage ideas and information use leadership techniques and strategies to facilitate team cohesion and work outcomes establish processes to address issues and resolve performance issues develop performance plans with key performance indicators (KPIs), outputs and goals for individuals or the team which incorporate input from stakeholders communicate effectively with a range of stakeholders about team performance plans and team performance evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders Assessment/evidence gathering conditions Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment. Resources required for this Assessment Computer with relevant software applications and access to internet Weekly eLearning notes relevant to the tasks/questions Instructions for Students Please read the following instructions carefully This assessment has to be completed  In class  At home The assessment is to be completed according to the instructions given by your assessor. Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. If you are not sure about any aspects of this assessment, please ask for clarification from your assessor. Please refer to the College re-assessment for more information (Student Handbook). Instructions: There are 8 Tasks in this assessment that are assigned on a weekly basis. Activates include case study, simulation exercises and direct questioning. You are allowed to use internet, newspapers, textbooks or other resources in completing this assessment. This is an individual assessment and you must complete the tasks in class. Week 2 - BSBLDR501 Develop and use emotional intelligence Task 1: Describe Daniel Goleman’s ‘Model of Emotional Intelligence’ (5 marks) Emotional intelligence theory is a theory developed by scientist Daniel Goleman and involves the abilities to understand and manage the emotions of an individual and those around them. Leadership[ and emotional intelligence go hand in hand because the objectives of a leader are to complete objectives or tasks successfully, motivating and keeping the team on track and making them work together. A leader has to manage the team on an individual basis to ensure everyone is satisfied and playing their role by identifying their strengths and weaknesses. Goleman’s five components of emotional intelligence Goleman incorporated Mayer’s and Salovey’ earlier research of four-branch system to his five essential elements of emotional intelligence which are: Emotional self-awareness — knowing and understanding ones feelings at different times and circumstances and understanding the effect of those feelings on other people surrounding them. Self-regulation —controlling individual emotions at any time and circumstance by anticipating the consequence of the feelings before acting on them Motivation — affecting the performance of others and oneself by using encouragement factors to ensure goals are achieved, the learning process is enjoyed by everyone and the people are satisfied and also to overcome the challenged that are involved in achieving the goals. Empathy —this involves noticing and being sensitive to the emotions of other people around an individual. Social skills — People have to interact with each other in order to achieve goals and so it is important to know how to manage these relationships by inspiring others and encouraging desired responses from them Task 2: Personality Based Emotional Intelligence Test (MEIT) (5 marks) INTRODUCTION The term Emotional Intelligence (EI) has been given many specific definitions since it gained popularity in the 1980s, but has is generally taken as theorized aspects of intelligence that that are not general intelligence but instead specific to people, such as understanding other peoples perspectives. The Matrix Based Emotional Intelligence Test MEIT) is a new experimental measure of EI that has the subject make prediction about the structure of people’s personalities that are evaluated against real data. PROCEDURE & PROCESS To complete the MEIT activity follow the below link and undertake the interactive version record your results for submission to your nominated trainer and assessor. http://www.maetrix.com.au/meit/eitest.html In the MEIT you will be given a personality test item and asked to choose from a group of other personality test items, which would be positively correlated with it. This is a somewhat complicated idea so there is sample test with more explanation you will go through before you reach the main test. The Test should take approximately fifteen (15) minutes to complete. PARTICIPATION NOTES The use of this assessment is for educational or entertainment purposes only. The outcome is not psychological advice of any kind. Additionally, your responses to this questionnaire will be anonymously saved. YOUR RESPONSE Provide a report of the outcome with your explanation and examples. The test consist of 40 questions which one answers honestly and accurately to get a relevant score that reflects his/her ability .The scores are out of 10 and the highest score means one has a good ability in relation to the different aspects of emotional intelligence. I got the following scores. Self-Awareness 7.It comprises of three aspects of emotional self-awareness. A score of seven means I can be able to read and understand my emotions as well as other people’s emotions. I can fairly understand the impact of my emotions on work performance and relationships with other people in my environment. For example when am stressed, I can understand that the other members need be to be effective in my work as it will affect the overall performance of the department. I can give a realistic evaluation of my strengths and weaknesses and I have a positive and strong sense of self-worth but I have the ability to improve on all the aspects. Self-Management 9.This consists of several aspects which include: self-control which involves controlling and keeping in check my emotions .Transparency which is maintaining the values of being honest and maintaining integrity. For example when am not content with the working conditions, I can still maintain my calm and do my work efficiently. Then there is adaptability which involves adapting to changes and overcoming various challenges that hinder achievement of goals. Lastly there is achievement orientation which is the drive to excel and initiative which is being ready to act and take advantage of opportunities. I am good at all the above factors where I can control my emotions well and understand how they affect other people, I can adapt to changes easily and overcome obstacles, I can take advantage of situations and uphold honesty and integrity. Social Awareness 7.This comprises of three competencies which are empathy which means understanding others and their concerns, Organization awareness which is the ability to notice the current life of the organization and service orientation which relates to customer needs. I have the ability to understand other and take interest in their concerns to a good level. Am aware of the position of the organization and I can recognize and satisfy the needs and wants of the various customers partially. Relationship Management 6.This comprise of vision leadership, influence, catalyst, conflict management, feedback and guidance team work and collaboration. I have the ability to inspire and guide individuals and develop others through encouraging them for example when they have not met their sales targets I tell them they have tried and tomorrow they can take up more strategies to achieve better results. I can communicate well in normal circumstance when not under pressure t others, providing clear messages and responses. Am also able to come up with new ideas with necessary pointers and lead the people to a new direction. During conflict I can manage misunderstandings to a manageable level but not completely and I can maintain good relationships with others and bond with them on the organization but not personal level and I can work well to achieve the organization goals for example marketing the organization products and at the same time selling them so the organization can realize the set profits. Week 3 Task 3: Emotional Intelligence Case Study (5 marks) Max is a successful financial officer at a New York-based company that recently acquired a banking institution in two southern states. Max will take over the recently acquired southern footprint as the new regional CEO. The newly acquired banking institution has a long-standing reputation as a friendly institution with traditional values, and it prides itself on its exemplary customer service. The current staff includes diverse workforce from different nationalities and age groups. The employees here has prepared a comprehensive package outlining the bank's vision and key customer success stories that demonstrate their commitment to exemplary service and low customer and employee turnover. Due to the acquisition, the employees are scared on losing their old values and work methods. It is Monday morning and Max has called a meeting at 8 a.m. Max arrives at 7 a.m. and is surprised to find only a couple of employees in the building. Max begins the meeting at 8 a.m. sharp, and the auditorium seats are half-filled. Max is perplexed at the turnout but begins the meeting. "Shareholder value is what it's all about. We are the stewards of this organization, and we have a responsibility to the shareholders." Silence echoes in Max's ears. He continues by stating, "I expect total dedication. If you cannot commit to our new vision and strategies then this is not the right place for you. Commitment starts by being on time." Max motioned to the staff standing next to the auditorium doors to close the doors. "If you can't be here on time, then you can't play in our sandbox." Later that afternoon, Max met with the executive team and outlined the strategies, goals, numbers, and deadlines. A meeting was held with senior staff members responsible for reporting progress. Market growth numbers were up, and new business numbers were increasing. A quarter later Max had the quarterly report results. The region was on target. However, turnover increased 25 percent. Involuntary turnover such as sickness were up by 10 percent. Previous customer numbers were decreasing, and customer complaints were increasing. He reviewed the report with his staff members. When he asked for input, his request was greeted with silence. He sensed an uneasy feeling in the room. Case Questions: Q1: What type of emotions are the staff members in the situation? If you were in Mark’s shoes, how would you manage their emotions to promote the development of emotional intelligence in them? Q2: What do you understand by emotionally effective people and why do management needs these people to attain business objectives? Q3: What communication approaches from Mark would be suitable for a diverse workforce which has varying cultural expressions of emotion? A1: The staff members have Social Awareness emotions where they understand the current situation of the organization they are in, and their first priority is serving the customers diligently and on a personal level. They take interest in the customer needs. They have poor relationship management with relation to the manager and they cannot voice their concerns but keep silent. They also have poor social management abilities as they cannot align themselves with the new demands and changes implemented in the organization for instance they cannot keep time for meetings. I would provide leadership by following the new ways the organization has come up with and communicate to them the importance of these changes to the organization with relation to achieving the set goals. Lastly I would develop a way of dealing with their concerns and be easy on the implementation of the new strategies where I incorporate them in the decision making rather them authorizing them to follow them to avoid rebellion and negative attitude. A2: Emotionally affective are individuals who have the ability to recognize their emotions as well as other people’s emotions and can differentiate them appropriately and use them in their thinking and behaviour with relation to their environment. Emotionally affective people are important in organizations as they have a solid understanding of their emotions and how they can affect the organization performance. They know what drives them, their strengths and weaknesses and can take advantage of this to the benefit of the organization. They are able to regulate their emotions so that they don’t affect their performance and can accept changes easily. They will also consider the feelings of other people meaning they will understand the customers’ needs well hence attracting many customers and maintaining clients loyalty to the organization .Emotional people also have the ability to socialize easily with people individually and in groups and can still maintain the organization focus at the same time. A3: A diverse cultural workforce who has varying cultural expressions of emotion is hard to manage because the people are different with different emotions towards activities and operations. Mark would approach the employees cautiously without orders and explain to them clearly the changes that are being implemented in the organization. He should include the employees in decision making while communicating to them on why the organization needs this changes and how they will impact it. He should also provide time for the employees to adjust to the organization and not cut off those who cannot adapt immediately. Week 4 Task 4: Develop a workplace procedure for any one of the following organisation. Use a minimum of 8 bullet points to write the procedure. (10 marks) Returns procedure for a clothing retail store Complaints procedure for a internet service provider Manual handling procedure for an electronics warehouse Recruitment procedure for a bank branch Name of the procedure: •Announcement and notification of the position •Provision of the academic and experience backgrounds required for the position •Statement of the objectives to be met by the applicants and their personal and organization responsibilities •Outline of the work environment in which the applicants are required to work in and who they are supposed to work with to achieve organization goals •Statement of the personal attributes needed for the position •Application for the position through the channels put in place •Evaluation of the received applications to verify if the conditions are met •Evaluation of the applications for suitability with the needs of the organization •Interview and evaluation of the qualified applicants to assess their traits and abilities in line with emotional intelligence factors. Week 5 Task 5: Scenario based case studies on ethical values and cultural diversity. (10 marks) Situation 1: You are invited by a private sector company to join in a corporate "box" at a local National Soccer League arena for a game in the Stanley Cup playoffs. You reflect that the cost of these boxes may average to about $1000 or more per person in the regular season, but often exceed $5,000 in the playoffs because of the food and drinks attached with the tickets. In previous months you watched that some of your co-workers attend those events and dinners. Key Issue: Personal values and ethical decision making. Understanding the extent of gifts, donations and bribes. Question: Use your personal opinion to describe what should you do as an employee. Receiving gifts or donations from an organization are a way of appreciating the stakeholders, employees or their customers. I would however decline the offer because I am not a member of the organization and the offer at hand is expensive and may require favours or similar expectations from me attached to it. It is unethical to collude with another organization where one does not work or has no ties to and therefore I would decline because I have the responsibility of being committed and loyal to my organization Question: If you were the manager of those employees, how would you ensure that you are implementing ethical values in your organisation? I would ensure that ethical regulations, rules and guidelines are set up to be followed by the employees. I would make it a requirement for all employees to follow the ethical guidelines and also implement policies for dealing with those employees who do not follow the guidelines. I would provide clear definition of what is considered unethical to prevent any misunderstandings and misinterpretations. All employees would be required to sign contracts of ethical misconduct where they sign that they agree and understand how they are supposed to conduct themselves ethically and agree to the conditions that will be effected on them if they act unethical. Situation 2: The annual BBQ of your organisation is a big event for networking and getting to have face-to-face time with one another. Everyone in the team was sure to invite the newest employee, stressing how important and fun the traditional company event was. The new employee is Hindu. She arrives and when it’s time to eat inquires about a vegetarian option? A co-worker responds, “Come on! This is a BBQ, hot dogs and hamburgers! That’s a real BBQ!” She smiles, nods, and stays at the picnic. But you notice she doesn’t eat anything. Key Issue: Dietary considerations employees based on religion, cultural, health requirements or personal preferences. Question: You have identified that there is an issue with cultural diversity in your organisation. What is that issue? The issue is that the organization does not consider the diversity of its employees.it does not understand that the employees are from different places, with different cultural, religion health and personal tastes and preferences. The employees do not also understand and take the needs of others who have different preferences from them seriously. Question: As an operational manager of the organisation, what would you do to ensure that you are implementing cultural diversity in your organisation? I would encourage and ensure employees that are taken in by the organization are from different cultural backgrounds. Then I would ensure I recognize their different backgrounds by considering them in all of the organizations activities. Lastly I would encourage cultural diversity by placing employees from different cultural backgrounds in situations where they are required to work together to achieve organizations goals. This would make them appreciate and learn about each other’s background and maybe even adopt some. Task 6: Workplace diversity: Legislation, rules, codes of practices and business policies. (10 marks) Q1. Provide an example scenario of direct and indirect discrimination in a same organisation. You can use any one workplace or imaginary workplace to prepare the scenario. Direct: Direct discrimination may be where a black employee in an organization occupied largely by white employees is unfairly paid or blamed for work inefficiency. Indirect: Indirect discrimination may be where in an organization that there is job rotation; a black employee is given the same routine which nobody wants as the others revolve around the other operations with better working conditions Q2. List five Australian based legislations/laws that are related to workplace diversity of this organisation. Include the legislation year. Age discrimination act 2004 Australian human rights commission act 1986 Disability discrimination act 1992 Racial discrimination act 1975 Sex discrimination act 1984 Q3.Based on the Q1 and Q2 responses, imagine you are the senior manager of the organisation where the two incidents have occurred. What would you do to ensure that workplace policies and plans are practised for improved workplace diversity that meets legal requirements? I would ensure educate the employees on the legal perspectives relating to discrimination at the work place. I would provide a written notice to the employees on what is considered racial and clearly outline that any kind of discrimination is not allowed within the organization. I would provide an opportunity where the employees from different cultures interact with each to achieve the set organization goals and emphasize the importance of diversity at the work place. I would also provide opportunities that will enable growth of the employees relationship and provide an open door to complains of racial or cultural discrimination and ensure I deal with any cases effectively. Week 6 Task 7: Case Study: Performance plan and KPIs to improve team performance. (10 marks) You are a call centre manager in Sydney who manages a team of 24 team members. Your organisation is known for the exceptional service quality and that brings in large organisations as your clients. Your organisation has clients such as banks, telecom providers and supermarkets. Recently the board of directors have agreed for an expansion and wants to merge with another company in Philippines and wants to shift some of the tasks to Philippines. Hearing about that board meeting plans; most employees in the organisation are in fear that they might lose their jobs. The same happened to your team. Productivity has decreased in call rates to 60% from 80% i.e. the staff members are not responding to calls efficiently and within specific time targets. You are aware that your team is the best one among all the teams of the organisation and you are certain the merger will not affect all teams. As a manager of the best service team you may be able to raise a concern to the stakeholders (directors) to fight for their jobs in cases of any uncertainties. Q1. Develop a brief performance plan for the whole team to resolve the performance and job security issues. Limit your plan within 300 word limit. SYDNEY CALL CENTRE PERFORMANCE PLAN Activities and services A team of 24 members who engage in the day to day activities of efficiently and effectively within the required timed frames. The employees are the best in what they do in the whole organization and work hard individually and together to ensure the targets of the organization are achieved. Performance indicators The performance of the team can be established by evaluating the change is numbers of new customers and the increase in the corporate image of the company and the customer satisfaction. Performance measures The increase in customers such as banks and supermarkets and their loyalty is evidence that the team performance better than any other team in the organization. Achievements There has been increase in terms of call rates up to 80% showing that the clients are satisfied with the services they receive and therefore view the company as the most reliable as calls are picked within a short time and the team are professional in their work Justification for decline The team is committed and love their work which they carry out effectively but there has been a reduction in the call rates by 20% from 80% to 60% which is attributed to the effect of the organizations merger where the employees are discouraged because they are insecure and afraid of losing their jobs when the company is merged. This has affected their performance but they can perform better if they are assured of job security. They are a big asset to the organization and it should do everything possible to retain them Q2. Prepare at least five key performance indicators (KPIs) for your call centre team. You may wish to look into job duties of call-centre staff using internet research. Increase in the number of calls received on a daily basis Procedures and policies used in dealing with clients Timely receiving of clients calls and provision of appropriate feedback Correctness of information and data given by clients How fast the client’s needs are handled and if they are satisfied Q3. What would you do to incorporate input from stakeholders (directors) in regard to ensuring job security of your team? I would ensure the stakeholders understand the importance and value of the team to the organization and show them what the organization stands to lose if they are retrenched. I would provide an evidence illustration of why the employees and needed for the organization to maintain its performance standards and make the stakeholders promise me that they will be retained. Task 8: Case Study: Supporting team performance (5 marks) The researcher Meredith Belbin noticed an occurrence in teams that was subsequently termed the Apollo Syndrome. The Apollo Syndrome is a trend whereby teams of extremely talented and clever individuals under-perform against teams of ‘ordinary’ individuals. In reality, we also find that teams with too many superstars often fail to achieve goals or the desired target. When this phenomenon was looked at in more detail, it was discovered that Apollo team members often undermined each other’s strategies while trying to achieve their own solutions to a group problem. They were essentially working as individuals in competition rather than as a united team pulling together. Experiments such as this made it clear that the intelligence, talent and understanding of the team were not the only factors in its success. Q1. Why do you think that groups of talented individuals perform less well against those who are less talented? Talented individuals in a group are often aware that all of the in the group are talented and have the ability to perform well. Due to this they develop a sense of competition among themselves and they compete to see who among them the best .They also develop pride due to their advantage and they start putting less effort and not committing themselves fully on the activities they engage in and pride come before a fall hence they fall sooner or later. Since all of them are stars, they tend to develop jealousy towards each other when they undertake the activities and this makes them aim towards ensuring that the other talented individuals fall and do not succeed. Due to pride among the individuals they also develop many problems among themselves and this reduces their effectiveness and efficiency in what they do. While the talented individuals are occupied with competition among themselves, pride and jealousy, the team of untalented individuals are aware that they are not in a good position to perform well and therefore put effort together and work as a group maintaining good relationships among themselves and motivating each other and this is what makes groups with untalented individuals perform better than the talented ones. Q2. Why did individual Apollo team members believe their own goal was the right one to pursue and undermine other team members? Because all of them are talented and have a good ability to do whatever they do, they have the notion or perception that they are already better than the other teams of untalented individuals and assume that they can perform better any day against them. This makes them shift the focus to an individual level as they seek to see who among them is better at what they do and this makes them deviate from the group objectives they were supposed to achieve and therefore they underperform although they had the ability to perform well. Q3. Provide an example of a team with talented team members failing to achieve the desired goals. Arsenal football club consists of valuable and well talented players but for 10 years it has not won the Barclays premier league which is the primary objective of every team that participates in the competition. Q4. If you are the supervisor, coach, captain or a manager of that example team that you have mentioned, what type of support and learning would you do to improve team? I would tell the individual team players that they know they are the best, I know that and the world knows that. But that does not matter. What matters is what they deliver on the table. The only evidence that will prove to everyone that they are the best if winning trophies. They should put their differences aside and work together to achieve the team’s achievement to the best possible level. Read More