Assessment Task 3 Instructions Carefully read the following: You work as a staff counsellor at a large company. The business specializes in finding both commercial and residential tenants for...

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Assessment Task 3 Instructions
















Carefully read the following:



















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 number 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has also become more withdrawn recently and tends not to sit in the staff room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 influencing
other staff members, with sides 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.
















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.
















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.
















4.


Would you expect any cultural differences
in emotions? Research differences between Australian and Japanese expressions
of emotions and describe differences you identify. List at least two.
















5.


During a meeting, what techniques would you
use to ensure that Beryl and Yuko have the opportunity to express their thoughts
and feelings? List at least two.
















6.


During a meeting, what techniques would you
use to ensure that Beryl and Yuko have the opportunity to reflect on the effect
of their behaviour and emotions? List at least two.
















7.


What advice could you give to Beryl and
Yuko to assist them in self-managing their emotions? List at least five tips.
















8.


Document a step-by-step approach for
resolving the workplace situation. As a guide, you should list between 6 to 8
steps.































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?
















10.


Draft a letter to your assessor.






The text of the letter 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.











Submit your Staff Emotional Intelligence Report along
with the letter.
















11.


Meet with staff.






You are required to meet with both staff members (role
played 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.











You must also demonstrate throughout each meeting:







·



Empathy and acknowledgement of others’
perspectives







·



Active listening







·



Remaining calm and unbiased







·



Your ability to respond to varying levels of
cultural expression







·



Showing flexibility and adaptability e.g. being
open to different ideas about actions to address the workplace situation







·



Providing encouragement to staff to assist them
to develop their emotional intelligence, including self-management of emotions











Use the information provided through
the meetings to consider appropriate actions to be taken to
ensure that the workplace outcome of resolving this issue is achieved.


























At each meeting you will need to complete all of the following:







·



Briefly explain the purpose of meeting







·



Find out more about each staff member’s side of
the story by asking the questions you have prepared.







·



Respond appropriately to each staff member’s
emotional state and provide opportunities for Beryl/Yuko to express their
thoughts and feelings through the questions you prepared and use of active
listening techniques.







·



Demonstrate non-verbal communication skills
including nodding and smiling as appropriate.







·



Acknowledge each staff member’s perspective.







·



Explore the impact of each staff member’s
behaviour and emotions on the other staff member and the rest of the team.







·



Discuss each staff member’s strengths and their
contribution to the workplace.







·



Through discussion, identify appropriate
emotional intelligence techniques, including self-management of emotions, for
managing behaviour and for building effective workplace relationships.







·



Through discussion with each staff member, decide
on actions for addressing the issue, considering both staff members’ needs and
emotions, as well as identified strengths. In discussing actions, you should
show that you have considered the additional information provided at the
meeting and can demonstrate flexibility and adaptability in considering a
solution.

Answered 3 days AfterSep 21, 2022

Answer To: Assessment Task 3 Instructions Carefully read the following: You work as a staff counsellor at...

Shubham answered on Sep 24 2022
59 Votes
Running Head: PASTE HERE YOUR TITLE OF ASSIGNMENT    1
HUMAN RESOURCE MANAGEMENT                            8
HUAMN RESOURCE MANAGEMENT
Table of Contents
Q1    3
Q2    3
Q3    3
Q4    4
Q5    4
Q6    4
Q7    5
Q8    5
Q9    6
Q10    6
Sir,    6
References    8

Q1
The possible emotions of Yuko that could be striking her hard are:
The feeling of isolation tops the lists as she is not comfortable in interacting with peers. She does not go social anymore.
She feels ignored because Beryl talks about her to other team members and even does not call her directly for the work.
She feels disengaged with work as she has withdrawn due to her feelings.
As she sense discrimination against her regarding her accent and the approach towards work she does not feel anymore enthusiastic about her work (Rodrigues, Blondé & Girandola, 2018).
She is stressed and her morale is down.
Q2
The possible emotions of Beryl that could be disturbing are:
Beryl was trying to communicate with Yuko through other members as she finds it difficult to understand Yuko’s accent (Smith et al.,2021).
She talks to other members to identify if there is any problem with Yuko.
She can sense that Yuko’s lacks enthusiasm.
She feels that this is also impacting the performance of other members of team.
She is also feeling the pressure of stress
Q3
The impact of prevailing stress at workplace will affect the manager also as his managerial abilities will be adversely impacted.
The team will not perform with their full capacity and hence productivity will be decreased.
It reduces the focus and diverts the attention towards disturbance.
It leads to emotional disorder and increases error rate.
The staff turnover is quite common and if performing team gets diluted it will impact business ultimately.
Q4
Yes, there are cultural differences between Beryl and Yuko as one belongs to Australia and the latter is Japanese. The two differences between their culture and expression of emotions are:
1) People from Australia are easy and happy-go-lucky going. It means they are expressive when it comes to communicate their emotional expressions. On the other side, Japanese are quite.
2) This is quite true for...
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