Develop and use emotional intelligence
Queens College of Vocational Education RTO ID: 30743 CRICOS ID:02403J Level 2, 376 Bourke Street, VIC 3000 Queens College of Vocational Education RTO ID: 30743 CRICOS ID:02403J Level 2, 376 Bourke Street, VIC 3000 ( BSBLDR51 1 Develop and use emotional intelligence Learner Guide ) Table of Contents Table of Contents2 Unit of Competency5 Performance Criteria6 Foundation Skills7 Assessment Requirements8 Housekeeping Items9 Objectives9 1. Identify the impact of own emotions on others in the workplace10 1.1 – Identify own emotional strengths and weaknesses11 Emotional intelligence11 Identify own emotional strengths and weaknesses12 Activity 1A14 1.2 – Identify personal stressors and own emotional states related to the workplace15 Stressors in the workplace15 Emotional states caused by work related stressors16 Activity 1B17 1.3 – Develop awareness of own emotional triggers and use this awareness to enable control emotional responses18 Emotional triggers18 Control emotional responses18 Activity 1C20 1.4 – Model workplace behaviours that demonstrate management of emotions22 Management of emotions22 Model workplace behaviours23 Activity 1D25 1.5 – Use self-reflection and feedback from others to improve development of own emotional intelligence26 Developing emotional intelligence26 Self-reflection and feedback from others28 Activity 1E31 2. Recognise and appreciate the emotional strengths and weaknesses of others34 2.1 – Respond to the emotional states of co-workers and assess emotional cues35 Recognising and appreciating the emotional strengths and weaknesses of others35 Emotional states35 Emotional cues37 Activity 2A40 2.2 – Identify the varying cultural expressions of emotions are utilise to respond to emotional cues in a diverse workforce41 Cultural differences41 Activity 2B44 2.3 – Demonstrate flexibility and adaptability in dealing with others45 Dealing with others45 Leadership styles46 Activity 2C48 2.4 – Take into account the emotions of others when making decisions49 Soliciting input from others in the decision making process49 Activity 2D51 3. Promote the development of emotional intelligence in others52 3.1 – Provide opportunities for others to express their thoughts and feelings53 Activity 3A55 3.2 – Assist others to understand the effect of their behaviour and emotions on others in the workplace56 3.3 – Encourage the self-management of emotions in others56 Restorative justice56 Example of a restorative meeting60 Activity 3B66 3.4 – Encourage others to develop their own emotional intelligence to build productive relationships and maximise workplace outcomes67 Benefits of emotional intelligence to the workplace67 Activity 3C69 4. Utilise emotional intelligence to maximise team outcomes70 4.1 – Encourage a positive emotional climate in the workplace71 4.2 – Use the strengths of workgroup members to achieve workplace outcomes71 Encouraging a positive emotional climate in the workplace71 Benefits of a positive emotional environment in the workplace72 72 Using strength of team members to achieve workplace outcomes73 Activity 4A74 Skills and Knowledge Activity75 Major Activity – An opportunity to revise the unit76 References78 Unit of Competency Application This unit covers the development and use of emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace. It includes identifying the impact of own emotions on others in the workplace, recognising and appreciating the emotional strengths and weaknesses of others, promoting the development of emotional intelligence in others and utilising emotional intelligence to maximise team outcomes. It applies to managers who identify, analyse, synthesise and act on information from a range of sources and who deal with unpredictable problems. They use initiative and judgement to organise the work of self and others and plan, evaluate and co-ordinate the work of teams. No licensing, legislative or certification requirements apply to this unit at the time of publication. Unit Sector Management and Leadership - Leadership Performance Criteria Element Elements describe the essential outcomes. Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. 1. Identify the impact of own emotions on others in the workplace 1.1 Identify own emotional strengths and weaknesses 1.2 Identify personal stressors and own emotional states related to the workplace 1.3 Develop awareness of own emotional triggers and use this awareness to enable control emotional responses 1.4 Model workplace behaviours that demonstrate management of emotions 1.5 Use self-reflection and feedback from others to improve development of own emotional intelligence 2. Recognise and appreciate the emotional strengths and weaknesses of others 2.1 Respond to the emotional states of co-workers and assess emotional cues 2.2 Identify the varying cultural expressions of emotions are utilise to respond to emotional cues in a diverse workforce 2.3 Demonstrate flexibility and adaptability in dealing with others 2.4 Take into account the emotions of others when making decisions 3. Promote the development of emotional intelligence in others 3.1 Provide opportunities for others to express their thoughts and feelings 3.2 Assist others to understand the effect of their behaviour and emotions on others in the workplace 3.3 Encourage the self-management of emotions in others 3.4 Encourage others to develop their own emotional intelligence to build productive relationships and maximise workplace outcomes 4. Utilise emotional intelligence to maximise team outcomes 4.1 Encourage a positive emotional climate in the workplace 4.2 Use the strengths of workgroup members to achieve workplace outcomes Foundation Skills This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance. Skill Performance Criteria Description Interact with others 1.1-1.5, 2.1- 2.4, 3.3, 3.4, 4.1, 4.2 · Reflects on personal attributes and considers the impact on others and modifies approach to support development · Adapts personal communication style to model behaviours, build trust and positive working relationships and to build understanding of emotional intelligence · Leads a collaborative approach, using inquiring and inclusive techniques, to develop understanding and skills that enhances individuals’ emotional intelligence Get the work done 3.1, 3.2 · Leads processes to develop, implement and monitor plans and processes to ensure team engagement and effectiveness Assessment Requirements Performance Evidence Evidence of the ability to: · Identify the impact of own emotions on others by identifying own emotional strengths and weaknesses, stressors, emotional states and triggers and gathering feedback from others · Model behaviours that demonstrate management of emotions · Recognise and respond to the emotional states of others promote the development of emotional intelligence in others Knowledge Evidence To complete the unit requirements safely and effectively, the individual must: · Explain emotional intelligence principles and strategies · Describe the relationship between emotionally effective people and the attainment of business objectives · Explain how to communicate with a diverse workforce which has varying cultural expressions of emotion · Explain the use of emotional intelligence in the context of building workplace relationships Assessment Conditions Assessment must be conducted in a safe environment where evidence