BSBLDR501 : Develop and Use Emotional Intelligence : Manage Emotions a
Question:
The scenarios are in reference to the case study provided in Assessment Task 1. Read the case study first for better understanding of scenarios.
Scenario 1
You are looking at the profile of one of your team member Bill. After looking into the profile you find that this employee is a bit of concern for you. You noticed that his performance is very good and he demonstrate complete professionalism. He has never failed in achieving his performance and sales targets. He is very knowledgeable about the products and its attributes. He also demonstrates very high skill levels in customer service.
However, he never respond to team training, neither attended any training sessions conducted for improving team morale. While other team members feels energetic, enthusiastic and motivated after team building sessions, Bill seems to be emotionally drained while interacting with other team members. You have received a feedback from team members that they would rather like to work individually, but are not willing to work with Bill. Work with Bill is like suffocation for other team members. You feel really frustrated.
• How will you control your emotions?
• How will you identify what Bill is feeling? (HINT: Principles of emotional intelligence)
• Give any FOUR examples (with a very short brief) each of Learning styles; Personality types; and Communication styles.
• What learning type and personality style you think is best suited for Bill?
• Which communication style you would use to communicate with Bill regarding your response?
• How would you adjust your response so that your needs (emotional needs, team cohesiveness needs) are satisfied?
• How would you adjust your response so that Bill’s needs (emotional needs, performing within a team environment) are satisfied?
As discussed in Scenario 1 of Assessment Task 1, there has been a significant drop in sales of high end mobile handsets. This is because of local and small competitors. There was a broad discussion about this situation in company head office and senior management reaches to a conclusion that some action should be taken to mitigate the issue.
The management decided to increase performance and sales targets for some employees and scrap some team cohesion training session. This will lead to increase in sales while reducing some overhead costs. Each manager was given the responsibility of implementation of decision within their respective departments. While implementing this decision, it is important to consider the emotional impact on staff and impact of WHS. This is mainly because of measuring the impact on team performance towards achieving the goals.
• What could be the negative impacts on business when considering emotionally affected people?
• How considering emotional impact of decision-making could lead to better decision-making and business performance?
• List FOUR steps of decision making that takes ‘emotional impact’ into account. (HINT (from case study): increased targets, scrapping training sessions)
• Discuss SIX possible policies, legislations related to the case study and given scenario. (HINT: Privacy law, Equal Opportunity, Anti-discrimination, Ethical principles)
• According to the case study, why WHS legislation is considered as an important legislation.
Your employee Ross is a star performer of your sales team. He consistently achieves targets and has excellent customer service ratings. He has been looked as a model employee in recent times. You have noticed that Mark is preoccupied with something, which has resulted in downward line in overall team performance. Team has stopped relying on his expertise when it comes to help in serving customers. This in turn is negatively affecting work climate. New employees are feeling disliked and disrespected. They also feel that the company does not possess teamwork values. Newer employees feel hesitant on relying on seniors, skilled staff and even doubt their own capabilities. This situation can have adverse impact not only on team sales performance, but also on other metrics. You have not been pro-active enough in understanding Mark’s motivation and strength and in providing leadership development opportunities. When you had other problems (personal and professional), you overlooked Mark. You discussed with Mark about some training in emotional intelligence like self-awareness. You discussed with Mark about his commitment and goal-driven approach and told him that he has the potential of becoming a future leader. You have recent received performance and appraisal card for Mark, which is stated below. You have underlined the under-performance. You want to conduct a session with Mark to enhance his performance and get the team performance back on track.
• Make a report by asking Mark to describe his own performances, personal situation, and obstacles to performance.
• Ask Mark about what he feels related to team cohesiveness feelings, job satisfaction and job security?
• Display your model emotional intelligence through empathy and learning skills.
• Make a table of Mark’s strength and weaknesses related to emotional intelligence. You should focus more on his strength and try to make his weakness as future opportunity for professional and personal development.
• Make a report on Mark’s goals and performance gaps. You should either use GROW model or FUEL model of coaching. (HINT: GROW: Goal, Reality, Options, Way forward…. FUEL: Frame the situation, Understand current state; Explore opportunities, Lay out success plan)
• Ensure you focus more on future options and strategies to obtain desired outcome.
Answer:
Task 2
Scenario 1
- Empathy is the key to manage emotions at workplace. Bill is one of the most highly performing employees and he is also a thorough professional (Atkinson, Smith & Singh, 2016). At this juncture it is very important to ensure that the emotions do not get the best of him as he is in charge of the management and he cannot be driven by emotions. Being responsible for managing the behavior of the company, it is important to not get frustrated and hold a meeting where Bill needs to be made aware of working in a group and uphold the principles of management. Every employer has their strengths and weaknesses and they have emotional triggers that apply when they cannot get the work done in their own terms. In this case, the best way to control emotions is to take charge of the emotional triggers and also manage their emotions at workplace (Gilbert et al., 2017)
- Bill is facing issues of adaptabilitywhere he cannot channelize his emotions in a corporate framework. Bill is not feeling motivated even after the team building sessions which hints at his lack of ability to mix with the other team members. Bill cannot interact freely with the other team members which also means that he cannot adapt to the requirements that are expected of an employee in a work place (Alt?nda? & Köseda??, 2015) Another principle of emotional intelligence is the ability to exercise restraint over emotions and exhibit social skills to manage the emotions in a diplomatic way.
- Personality type: Every person has their set of distinct and specific traits that are intrinsic and specific to their individuality.
- Learning styles: Learning styles help in understanding the issues of emotional intelligence. Emotions play a very important role in the learning perspective.
- Communication styles: Emotions are very integral and therefore they are expressed as an outpouring of turbulence that a person feels due to problems that are affecting him. Emotions play as a tool to effectuate skills at a workplace (Hilson & Murray-Webster, 2017).
Examples:
- If a worker has lost a loved one then his work will be affected and he will not be able to work to his potential.
- if a person is very goal driven, he will not take up a job that gives him financial stability but does not help him achieve his long term goals.
- In cases when values are very important to a person, he will not indulge in any unfair practice, even though the profits are very tempting to him.
- Integrity is also an important personality trait which helps a person in his organization set up. Therefore, a person who has a very strong sense of integrity will not give in to impulses and will work towards optimizing his strength.
- Learning styles are defined as the way a person tries to acquire data and the processes the same into information. It is solely the student’s ability to respond to a stimuli. It follows a pattern of cognitive as well as emotional character traits. The avoidant learning styleapplies to people who avoid all social interactions and also they do not have the will to learn. This style also exhibits a situation where they try to avoid interactive courses and even if they attend such courses, they do not feel motivated. They do not have any liming for learning environments. Bill falls into this learning style because he has a dislike for social interactions and also the team building sessions do not motivate.
- The communication style that should be adopted for Bill is that of effective communication wherein his problems will be understood and also he shall be put in a flexible atmosphere where he can work with others. It is the duty of the management to understand the emotional turbulences and the shortcomings of a person and therefore it can be seen that Bill has issues with adapting, it is important for the leader to understand the problems that Bill is facing.
- The essentiality of understanding team cohesion teams is that everyone should be participative in a meeting. The common goals need to be achieved and also everyone in the team should be able to reach the common goals. In the case of Bill, it is essential to know that to achieve team cohesion, all decisions should be reached by consensus and no one should be made to feel left out. The emotional needs are empathy and as well as the ability to read what is going on in a person’s mind. Therefore to reach these needs, it is essential to hold frequent meetings and also enhance communication.
- Bill is not being able to perform in a team and is also demotivated to work. In such a case, it is important to create an environment where Bill feels comfortable. Bill needs an assurance that he is socially acceptable and also a confirmation from his team members that they are willing to work with him.
Scenario 2
- Emotions are very intrinsic and non-cohesive factors that affect a person. The emotions need to be controlled in a corporate set up because it is needed that everyone uses their prudence and cognition to reach their targets. Though it is very important to understand empathy in a working environment, if people are driven by emotions, it becomes very difficult to achieve goals. Feelings and emotions always work as an impediment to growth in a working environment and also they affect the performance. When the primary concern in a corporate becomes the emotions the employees are feeling, it becomes very difficult to concentrate on achieving business goals (Vranies, Baillien & Witte, 2016).
- Decision making helps in placing a company in the market and also ensures that the company grows. If decision making is inundated with emotions, it becomes very difficult to achieve logical consensus and also the decision becomes very emotional and not prudent. Some philosophers also opine that emotions play an important role because [passion is necessary to achieve goals and make right choices but some also opine that emotions sometimes degrade logical decision making.
- The examples of decision making that has been impacted by emotion from the case study are as follows:
- Increased targets
- scrapping training session
- increase in sales.
- reducing overhead costs.
- Policies at workplace: Every company has specific core policies that are needed to be followed by everybody and they are mandatory for the functioning of the company. If any person is found to be breaching those policies, it shall be held that he is responsible for not following corporate culture. The essentials of policy in a company are for making sure that everyone follows them and also the core principles are not broken.
Examples of few policies and legislations that are followed in the present case scenario
Privacy Law: The laws pertain to confidentiality at workplace that state that all the documents and protocols followed in the company shall be handled with proper care and diligence and they should not made public. The details of the employees as well as all the documents that are essential to the company need to be handled by the company discreetly (Solove & Schwartz, 2014)
Equal Opportunity: This policy is for making sure that everyone is given equal opportunity at workplace and that no one should be devoid of the opportunity to make a name in the organization. People with equal qualification and experience, should be treated equally.
Anti-discrimination: Discrimination can be racial, sexual or regional. A workplace shall not allow any kind of discrimination and if the company is indulging in discrimination, the employees have the right to file a complaint and also sue the employer for inciting hatred and unprofessional attitude at workplace (Barak, 2016).
Ethical principles: There are certain ethical principles which are expected of every employee as well as employer working in a company. The ethical principles ensure that people abide by the guiding principles of ethics and uphold the core principles of treated everyone fairly and justly.
Dignity at workplace policy: People who are working in a corporate framework have the responsibility to treat others fairly and also to maintain a corporate decorum. The employees should be treated with dignity and they also receive fair treatment.
Code of conduct: Some of the most important codes of conduct to maintain in a workplace is to maintain honesty and integrity and not indulge in any unfair behavior. The employees should strictly adhere to the codes of conduct and the policy is to regulate workplace ethics and governance. The essential points of corporate ethics is to keep in mind that no one should infringe the basic elements of ethics and uphold the principles of workplace culture.
Task 3
- Mark is not performing to this potential and there is also a decline in his overall performance. Mark is in need for serious motivation and the leaders need to provide Mark with strength and guide him in reaching a balance between his professional and personal skills.
As per the performance and appraisal card Mark has significantly shown a downward slope and therefore, the report shall mainly focus on why he is not being able to perform. The revenue generated by Mark smith for other sales is $8,000 whereas the target is $25,000. Mark has to explain why he has not achieved his target in other sales whereas he could reach the target in personal sales. In terms of customer focus, he could achieve the target in terms of manager evaluation as well as customer evaluation but he could not perform in cases of peer evaluation. This shows that Mark is not being able to work with his peers and therefore he is facing adaptability issues. Mark is not meeting the target requirements that all other employees are meeting. These point towards the fact that there are issues within the team that needs to be resolved.
- From the appraisal report, it can be concluded that Mark is not taking part in the team’s participation and is also not meeting the targets that is expected of him within the team. The questions put forward to Mark should be regarding his feelings about the team he is working with and what are issues that he is facing that is making him unwilling to perform. For an employee to work, it is very important that he feels satisfied and secure in his team and therefore it is the duty of the managers to make sure that he feels secure in his working sphere.
- Empathy is one of the most important cornerstone of emotional intelligence and it is very important in gauging the emotional quotient in a working place. With the help of empathy, it is important to understand the emotions that are going through an employee and therefore the model of emotional intelligence should have empathy and learning skills as the two determinants. With the help of empathy, it is become important to understand the strengths as well as the weakness of the employees and helps in building a very strong bond. Learning skills are also important in determining how an employee will channelize his emotions and focus on his production.
|
Motivation |
Negative |
|
Empathy |
Negative |
|
Self Awareness |
Positive |
|
Self control |
Negative |
|
Social Skills |
Negative |
- GROW model for analysis of
Goal: The goal will be to make him work with the other team mates and also to make him participate in all the team building meetings.
Reality: There are many performance gaps which need to be worked on and there is a dip in the performance of Mark.
Options: To boost his performance, it is important to take sessions with him to make him understand his lacuna and also take proper training sessions with him.
Will: To provide leadership development opportunities and strengthen his skills.
- Mark is facing problems in adapting to the culture of the corporate and therefore his morale needs to be boosted along with one to one sessions should be initiated (Christensen, Bartman & Bever, 2016).
References:
Alt?nda?, E., & Köseda??, Y. (2015). The relationship between emotional intelligence of managers, innovative corporate culture and employee performance. Procedia-Social and Behavioral Sciences, 210, 270-282.
Atkinson, G., Smith, B., & Singh, D. K. (2016). Emotional Intelligence: What is Your EQ?.
Barak, M. E. M. (2016). Managing diversity: Toward a globally inclusive workplace. Sage Publications.
Christensen, C. M., Bartman, T., & Van Bever, D. (2016). The hard truth about business model innovation. MIT Sloan Management Review, 58(1), 31.
Gilbert, D., McKee, A., Spreitzer, G., & Amabile, T. (2017). Happiness (HBR Emotional Intelligence Series). Harvard Business Press.
Hillson, D., & Murray-Webster, R. (2017). Understanding and managing risk attitude. Routledge.
Solove, D. J., & Schwartz, P. (2014). Information privacy law. Wolters Kluwer Law & Business.
Vranjes, I., Baillien, E., & De Witte, H. (2016). The virtual reality of emotions in the workplace: How emotions impact workplace cyberbullying.
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