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Hanz is a quietly spoken gentleman and he can give the impression that people can
walk over him but they dont because he has great experience as a manager. He
does generate loyalty amongst long servicing staff members of the organisation.
The CA City Department Store has people from many cultural backgrounds and
some staff have worked for the company for over 7 years. Hanz has found himself
sorting out a lot of small issues involving staff not working well together, sometimes
he has moved people into different sections of the organisation to fix the problem.
There is one new staff member and also one manager who are constantly
undermining Hanz and causing trouble in the teams. He has spoken to them on
many occasions and their behaviour persists.
Task 1
Every member of staff, managers and support staff will need to identify the impact of
their own emotions on others in the workplace
1. a) Describe why organisations implement emotional intelligence strategies?
include principles of emotional intelligence to describe how this is useful for
the organisation
Hint: consider workplace relationships and business objectives in your answer
(minimum 100 words)
Emotional intelligence is the ability to manage your own emotions effectively and it is
central to achieving high performance in the workplace. As a manager how you handle
yourself and your relationships drives the emotions of the individuals you are leading
within a team.
It is also an individuals ability to recognise the emotions and feelings of others and
interact with them in a way that manages their behaviour and relationships with others.
May 2015 V1.0
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Social competence
Recognition
Social awareness
Empathy (recognition and
understanding of emotions
and behaviours of others)
Awareness and
understanding of feelings,
emotions and behaviours of
the organisation.
Regulation
Self-management
Relationship management
Maintaining emotional self- Conflict management and
control in emotive or
resolution.
volatile situations.
Inspirational and influential
Being honest and
leadership and
transparent.
management style- leads
Able to adapt behaviour
by example and models
and approach according to
good emotional
the situation and changes
intelligence.
in the situation.
Collaborative approach to
Initiative and innovative
management- involves the
approach to management.
team in decision making
Optimistic- uses every
and resolutions.
situation as an opportunity. Develop others.
Emotional Intelligence is important for the understanding of and the use of
emotional intelligence strategies is useful for an organisation for the following
reasons: it is an individuals ability to recognise their own emotions and the
emotions of others, by using emotional intelligence allows leaders to better
understand and motivate their staff, be recognising and embracing employee
emotions can assist to feel more committed and motivated.
b) As Hanz how would you react in a similar situation? It is important to identify
your own strengths, weaknesses, stressors and emotional states. Based on this
situation or one in your workplace complete the table below? (Include three for
each area)
As hanz, being questioned by a team for a decision I had made would feel
uncomfortable, upset and defeated and probably need to stand up for myself
according to the organisations policies and procedures. By identifying my own
emotional strengths and weaknesses will assist me in improving and developing my
emotional intelligence.
Strengths
Optimism
Calm and reasonable under
pressure.
Dedication and commitment.
Weaknesses
Pessimism
Irrational behaviour
indifference
Stressors
Budgets
Timeframes
workload
con
Fru
Acc
pro
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Poor Leadership
Relationships
Change
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By identifying and understanding the reasons for emotional responses to work stressors
and personal pressures< I have made myself aware of the issue. This will enable me to
recognise the trigger and stop the emotional reaction before it occurs. Being able to
rationalise my understanding of why the reaction occurred, will enable you to step away
from the issue and take control of how you are going to deal with it and manage the
emotional response. In order to control your emotional response to the work stressors,
you should be able to identify the emotional strength thats most appropriate and
suitable to deal with the situation.
5. How will you manage your workplace emotions to serve as a role model to all
employees and would staff watch this behaviour? (minimum 100 words)
As managers and leaders, you have to model workplace behaviours that
demonstrate management of emotions because you set the tone and stanard for
the behaviour of the rest of the team and/or organisation. Not only you must set
the stanard on which the organisation models its own behaviour, you will also need
to deal with consequences of inappropriate emotional responses and behaviours
from your subordinates and possibly complaints from customers or clients exhibiting
heightened emotions. If you are unable to handle the scenarios you will be
exacerbate the situation. You will need to learn to control your emotions by
detaching yourself from the issue, not taking it personally, rather than concealing
your emotions. By remaining impartial and indifferent to the situation you will be in
a much objective position to deal with it effectively and fairly.
Your staff would watch this behaviour because it is up to the manager to stay in
control of the situation for your team members and others around you, look to you
of control a problem situation and provide solutions in a rational and calm manner.
If the manager is panicking or losing control of their emotions, the chances are that
this will cause panic amongst the staff and/or staff may lose respect for the
manager, which will have a negative impact on the managers authority and the
ability to manage the team.
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Task 2
You are now required to recognise and appreciate emotional strengths and
weaknesses of others.
7. How will you now respond to emotional states of employees and assess
emotional cues? (Minimum 75 words)
8. Workplaces are growing in employee diversity and it is necessary for you to
recognise cultural expressions of emotions and various emotional cues. How will
you do this in the CA City Department Store (or in your workplace)? (Minimum 75
words)
9. Outline how you will demonstrate flexibility and adaptability when dealing with
others in the CA City Department Store (or your workplace)? (Minimum 100 words)
10. Making decisions is a daily occurrence for you, how will you take into account
others when making decisions? (Minimum 75 words)
Task 3
You will now be looking to develop emotional intelligence of others in the workplace.
11.
How will you offer opportunities for others to express their thoughts and
feelings in the workplace? (Minimum 100 words)
12. It is important for you to provide assistance for all employees to understand the
effect of their behaviour and emotions on others in the CA City Department Store
(or your workplace). Explain how this can be done? (Minimum 75 words)
13.
Encouragement for employees to self-manage their emotions is another
task you must implement at CA City Department Store, how will you put this task
into action? (Minimum 75 words)
14.
You will now have to inspire others to grow their own emotional intelligence
to build productive associations within the CA City Department Store and
maximise workplace outcomes? How will you achieve this outcome? (Minimum
100 words)
Task 4
You will need to use emotional intelligence to maximise team outcomes in the
department store.
15.
How will you encourage a positive emotional climate in the workplace?
(Minimum 75 words)
16.
Achieving workplace outcomes is important for the CA City Department
Store (and your workplace), how will you use the strength of the workgroup to
achieve this outcome? (Minimum 75 words)
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