Student Name:

Student ID:

Contact Number:

Email:

Trainer / Assessor Name:

Qualification:

BSB60720 – Advanced Diploma of Program Management

Unit of Competency:

BSBPEF502 Develop and use emotional intelligence

Assessment:

☐ Assessment 1-Short Answer Questions

☐ Assessment 2-Practical Assessment

Due Date:

Date Submitted:

If your assessment is being submitted after the due date, please attach a copy of the written confirmation of extension received from your assessor.

Declaration:

I have read and understood the following information at the beginning of this assessment (please tick):

☐ Assessment information

☐ Submitting assessments

☐ Plagiarism and referencing

I declare this assessment is my own work and where the work is of others, I have fully referenced that material.

Name (please print)

Signature

Date

Question 1

Outlined below are the attributes of emotional intelligence. Identify at least two ways of applying each attribute in the workplace.

Self-awareness

     

     

Self-management

     

     

Social awareness

     

     

Relationship Management

     

     

Question 2

Answer the following questions on the principles of emotional intelligence using your own words.

Describe the principle of self-awareness.

     

Identify and briefly explain the three competencies of self-awareness.

Competencies identified here refer to the observable skills required to demonstrate self-awareness.

Competencies of Self-Awareness

Explanation of Each Competency of Self-Awareness

     

     

     

     

     

     

Describe the principle of empathy.

     

Identify and define the three kinds of empathy.

Kinds of Empathy

Definition of Kinds of Empathy

     

     

     

     

     

     

Question 3

Identify at least two strategies for using emotional intelligence. For each identified strategy, identify at least two methods. Briefly explain each identified method for each strategy.

Emotional Intelligence Strategies

Methods to Implement in Emotional Intelligence Strategy

Explanation for Methods in Emotional Intelligence Strategy

     

     

     

     

     

     

     

     

     

     

Question 4

The following are different scenarios depicting employees from two different backgrounds. Read through each scenario and identify at least one strategy that can be used to communicate with each employee effectively.

Scenario 1

Takashi is working as a fitness instructor for Bounce Fitness. He is an excellent and efficient employee seen in his work ethic and the feedback from members of the fitness centre. He tends to be quiet during work-related events such as meetings and lunch outs. He also relies on non-verbal signals such as facial expressions and body language to convey his responses to his workgroup members. He often avoids eye contact with his workgroup members due to social anxiety.

Communication Strategy

     

Scenario 2

Michael works as a fitness instructor for Bounce Fitness. He is very direct, clear, transparent, and open about work-related matters. He is also easily frustrated when something doesn’t go his way. When frustrated, Michael makes unnecessary comments about his workgroup members’ work ethics, causing some colleagues to view him as rude and aggressive.

Communication Strategy

     

Question 5

Below are two principles of emotional intelligence. For each area:

Identify at least one method of promoting the principle of emotional intelligence in other people.

Briefly explain how the method promotes the area of emotional intelligence in other people.

Principle of Emotional Intelligence

Method of Promoting Principle of Emotional Intelligence in Other People

How the Method Promotes the Principle of Emotional Intelligence in Other People

Empathy

     

     

Self-regulation

     

     

Question 6

Briefly explain how emotional intelligence improves workplace relationships.

     

Assessment 1: Short Answer Questions – Result Sheet

Student’s name:

Student ID:

Assessor’s name:

Unit of competency:

BSBPEF502 Develop and use emotional intelligence

1

2

3

4

5

6

Feedback to student:

Student’s overall performance is:

☐ Satisfactory

☐ Not Satisfactory

Is re-assessment required?

☐ Yes

☐ No

Assessor’s signature:

Date:

The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment with conditions similar to that of a real workplace.

To be assessed for this unit of competency, you must demonstrate your skills and knowledge to develop and use emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.

Wherever possible, this assessment must be completed in your own workplace, including the gathering of evidence.

Where a current workplace is not available, you must conduct your practical assessment in an environment where conditions are typical of those experienced in a workplace. The environment must provide you access to all the resources required to complete this assessment.

If you don’t have access to a suitable workplace, discuss with your assessor any adjustments required to the tasks to conduct a simulated workplace assessment.

IMPORTANT!

All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.

The supervisor/observer who completes and signs your evidence submissions must provide their real name, contact number, and email address for your assessor’s reference.

Should you encounter issue or concerns regarding your assessment, contact your assessor.

Dear Workplace Supervisor/Assessor,

Thank you for allowing and assisting the learner to complete this project in (please tick at least one):

the workplace.

a simulated workplace environment.

This project requires the learner to develop and use emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.

The learner will discuss with you the requirements they must complete and the resources they need to access in the assessment environment for this project.

Your Role as the Learner’s Supervisor/Assessor

There are activities in this project that will require your involvement. This includes:

providing the learner access to the resources required for this project.

participating in the activities included in this project, including:

observing the learner as they complete these activities,

signing the learner’s submissions,

providing feedback on the learner’s performance, and

providing guidance to the learner as they complete these activities in the selected assessment environment.

testifying that the learner has completed these activities in accordance with the workplace standards, policies, and procedures, and in accordance with the requirements of this project.

being contacted by the learner’s training provider through a phone call or email to further verify that the learner has completed the activities included in this project to a satisfactory level and to verify the authenticity of the learner’s document submissions.

Discuss any queries about the project and associated requirements with the learner. If the learner cannot answer your questions about the project, please contact the learner’s assessor/training provider.

This project will require you to develop and use emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.

The project is divided into three parts:

Part I. Identify Impact of Own Emotions on Others in the Workplace

Part II. Recognise and Address Emotional Intelligence of Others

Part III. Promote the Development of Emotional Intelligence in Others

Tasks and activities in this project assessment require you to have access to a workplace or a similar environment.

Read the instructions in this project carefully before proceeding.

Resources Required for Assessment

Resources you need to access to complete this assessment are outlined in the Resources Required for Assessment section of this workbook and in the task overview of each part of the assessment.

Forms and Templates

Assessment forms and templates are provided in each task in this Project Assessment, unless otherwise specified.

If you are currently in workplace, you may use similar forms and templates used by your organisation to complete the assessment. However, all requirements specified in the task must be included in your submissions.

ASSESSMENT INSTRUCTIONS

Seek an opportunity to develop evaluation criteria for assessing your emotional strengths and weaknesses.

Access the Evaluation Criteria template found within this workbook. Use this template for developing evaluation criteria for assessing emotional strengths and weaknesses.

Create an Evaluation Criteria. You will use this to assess your emotional strengths and weaknesses in the next task.

Your developed Evaluation Criteria must include the following information:

Your industry

At least four criteria relevant to assessing emotional strengths and weaknesses

Ensure that the criteria you develop applies to your role in your industry.

At least one rating scale for your provided criteria

Your rating scale must include more than two ratings, e.g., 1-5, 1-10, etc.

For each criterion, at least one response scale for each item in the rating scale

Your response scale must include a description that outlines the observable skills or abilities that illustrate the level of performance for the rating scale of each criteria, e.g.

Learner is very aware of their emotions and capabilities.

Conducts self-reflection to identify any improvements to their practice or task

Seeks to improve on areas identified from self-reflection

Ensure to leave the Self-Assessment column blank. You will complete that column in the next task.

Have your supervisor sign the Supervisor Declaration Form found at the end of the Evaluation Criteria to assure their approval of your criteria.

Submit your partially completed Evaluation Criteria to your assessor.

Completed by

     

Date Completed

     

Organisation/Workplace

     

Industry

     

Evaluation Criteria for Assessing Emotional Strengths and Weaknesses

Emotional Intelligence Criteria

Rating Scale

Self-Assessment

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

ASSESSMENT INSTRUCTIONS

Locate the Emotional Assessment template found within this workbook. Use this template for assessing your emotional strengths and weaknesses.

Assess your emotional strengths and weaknesses using your Evaluation Criteria. Record results on your template.

Based on the assessment of your Evaluation Criteria, complete the Emotional Assessment. This must include the following information:

At least two of the following:

Your emotional strengths

Your emotional strengths must be directly taken from your Evaluation Criteria. These must include areas identified in your Evaluation Criteria that you can maintain.

Your emotional weaknesses

Your emotional weaknesses must be directly taken from your Evaluation Criteria. These must include areas identified in your Evaluation Criteria that need improvement.

Submit the following to your assessor:

Completed Evaluation Criteria template

Completed Emotional Assessment template.

Completed By

     

Date Completed

     

Organisation/Workplace

     

Emotional Strengths

Emotional Weaknesses

     

     

     

     

ASSESSMENT INSTRUCTIONS

Locate the Potential Emotional Stressors template found within this workbook. Use this template to identify and analyse potential stressors in the workplace.

Complete the Potential Emotional Stressors template. Your Potential Emotional Stressors must contain the following information:

Briefly explain at least one workplace situation where you felt stressed.

Analyse the identified workplace situation by identifying the following:

At least two potential emotional stressors present in the identified workplace situation

Potential emotional stressors refer to the conditions present in the situation that made you feel stressed, e.g.

Lack of communication from co-worker

Personal deadline not being met

At least two methods for responding to each identified potential emotional stressor

The methods identified must be specific, applicable, and shows healthy responses to each identified potential emotional stressor.

Ensure to leave the following sections blank:

Feedback from Co-workers

Recommended Methods for Responding to Potential Emotional Stressors

These sections will be completed in Task 1.4.

Submit your partially completed Potential Emotional Stressors template to your assessor.

Completed by

     

Date Completed

     

Organisation/Workplace

     

Workplace Situation Where You Felt Stressed

Potential Emotional Stressors Present in Workplace Situation

Methods for Responding to Potential Emotional Stressors

Feedback from Co-workers

Recommended Methods for Responding to Potential Emotional Stressors

     

     

     

     

     

     

     

     

     

ASSESSMENT INSTRUCTIONS

To complete this task, learner must seek feedback from at least two co-workers regarding their identify potential emotional outlined in their Potential Emotional Stressors template from Task 1.3.

Locate the Observation Form provided within this workbook. This template outlines all the skills you need to demonstrate in this task. Review the document to ensure the demonstration of the skills specified when seeking feedback on methods of responding to emotional stressors in the workplace.

Arrange a time with your assessor to observe you in seeking feedback. Provide them with a copy of the Observation Form provided within this workbook. Discuss all requirements of the task with your assessor and prepare these before the consultation meeting.

Your assessor will complete the Observation Form.

If direct observation is not possible, record the activity in a video. Ensure to obtain permission first from persons involved before doing so.

Review your partially completed Potential Emotional Stressors template from Task 1.3.

Arrange a consultation with at least two co-workers to seek feedback regarding your methods. During the consultation:

Ask your co-workers for confirmation on each of your methods for responding to potential emotional stressors in the workplace, as identified from the Potential Emotional Stressors in Task 1.3.

Confirmation of your methods can include but is not limited to the following discussion points:

Is the method of response to potential emotional stressors effective?

Will the method of response to potential emotional stressors need to be revised?

Identify at least one method for responding to each identified potential emotional stressor in the workplace with assistance from your co-workers.

Record the information in your Potential Emotional Stressors template.

Submit the completed Potential Emotional Stressors template to your assessor.

INSTRUCTIONS TO THE ASSESSOR

The assessor is to observe the learner as they complete the assessment task and skill requirements outlined in this Observation Form.

Before observing the learner:

Review and discuss with the learner the task instructions, and skill requirements which they need to demonstrate to complete this assessment.

Ensure that the learner understands the requirements of the task and the skill requirements before proceeding.

For this assessment, the learner is required to consult with at least two co-workers regarding the learner’s methods for responding to emotional stressors in the workplace. Prior to the consultation, discuss with the learner to ensure that they have access to the following:

A safe environment for consultation (please tick at least one):

the workplace: Indicate location of assessment.

Assessment requirements (please tick all requirements found in the assessment environment):

At least two co-workers

Meeting Minutes template

Video camera or a mobile phone with video recording capabilities

Only if direct observation is not possible.

Your Role as the Observer/Assessor

You are required to observe the learner in their consultation regarding their methods for responding to potential emotional stressors. The learner will provide you a copy of the Observation Form which you must complete during the observation task.

Select the method of observation to be conducted:

Direct observation

Assessor must be physically present in the assessment environment.

Observation via video recording

Learner and the assessment requirements must be present in the video recording.

Complete the Observation Form for this task:

Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

Indicate the date when the observation is conducted.

Tick each item in the form as ‘YES’ if the learner satisfactorily demonstrates each skill requirement based on the criteria provided. Write objective feedback on how the learner demonstrated each skill requirement based on your observation.

Tick each item in the form as ‘NO’ if the learner does not satisfactorily demonstrate each skill requirement. Write objective feedback including additional information on how the learner can satisfactorily demonstrate this requirement for this task.

Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

ASSESSMENT INSTRUCTIONS

Seek an opportunity in the workplace to observe and analyse the emotional responses of the co-workers you met with in Task 1.4.

Locate the Team Emotional Intelligence Profile template within this workbook. Use this template to record your observations on your co-workers.

Observe each co-worker and their emotional responses to situations in the workplace. Document each co-worker’s interactions.

Each co-worker must address all issues present in their interactions.

Complete at least one profile for each co-worker observed.

Record your observations in the Team Emotional Intelligence Profile. The Team Emotional Intelligence Profile must contain the following information:

The emotion each co-worker expressed upon observation

Analyse each emotion through the following steps:

Identify at least one emotional cue that indicates the emotion your co-worker expressed.

Emotional cues are verbal or non-verbal hints that indicate someone’s emotional state. These cues include but are not limited to:

Facial expressions

Body movements

Tone of voice

Though your identified emotional expressions must differ, the emotions and cues you identify for each emotional expression can be similar.

Identify at least three emotional expressions

Emotional expressions refer to how one outwardly communicates their emotional state. These expressions can be either verbal or non-verbal, e.g.

Crying

Pacing around a room

Venting to a co-worker

Have each of your co-workers sign the profile you made for them to ensure that all assessments are accurate and appropriate. All signatures must be handwritten.

Secure proof of each interaction with each co-worker. This will be submitted as supplementary evidence at the end of this task.

This can include but is not limited to the following:

Meeting minutes

Video recording

Email threads

Submit the following to your assessor:

Supplementary evidence of your interaction with each co-worker

At least two copies of the Team Emotional Intelligence Profile

Co-worker Name

     

Assessed by

     

Date Observed

     

Identified Emotion

Emotional Cue

Emotional Expression

     

     

     

Signed by:

     

Date Signed

     

ASSESSMENT INSTRUCTIONS

Locate the Emotional Expression Plan template within this workbook. Use this template to create a plan for identifying and responding to emotional expressions.

Based on the observed emotional expressions of your co-workers from their Team Emotional Intelligence Profiles in Task 2.1, create a plan to identify and respond to a range of emotional expressions.

The plan must contain the following:

At least three emotional expressions observed from your co-workers in Task 2.1

For each emotional expression, identify the following based on the information gathered in your Team Emotional Intelligence Profiles from Task 2.1:

At least one method of identifying the specified emotional expression

At least one method of responding to the specified emotional expression

For each method, you must include:

At least one expected outcome

Planned date of implementation

Record all information in the Emotional Expression Plan found within this workbook.

Ensure to leave the following sections blank:

Actual Outcome

Actual Date of Implementation

These sections will be completed in a succeeding task.

Have your assessor sign the Assessor Declaration Form to assure their approval of your plan. Their signature must be handwritten.

You are not required to submit the Emotional Expression Plan in this task.

Completed by

     

Date Completed

     

Emotional Expression

Method of Identifying Each Emotional Expression

Expected Outcome

Planned Date of Implementation

Actual Outcome

Actual Date of Implementation

     

     

     

     

     

     

Emotional Expression

Method of Responding to Each Emotional Expression

Expected Outcome

Planned Date of Implementation

Actual Outcome

Actual Date of Implementation

     

     

     

     

     

     

     

     

     

     

     

     

ASSESSMENT INSTRUCTIONS

To complete this task, you must interact with the co-workers you met with in Task 1.4 on at least three separate occasions to implement your Emotional Expression Plan. Throughout the implementation, you must also be able to apply techniques that:

Indicate flexibility in dealing with others in the workplace

Indicate adaptability in dealing with others in the workplace

Show consideration for the emotions of others when making decisions

Locate the following templates provided within this workbook:

Reflective Journal

Use this template to record your reflections while applying your emotional expression plan.

Third-Party Report

This template outlines all the skills you need to demonstrate in this task. Provide your co-worker a copy after interacting with them.

Review your partially completed Emotional Expression Plan from Task 2.2. Your plan will be used as basis for completing the Third-Party Report in this task.

Interact with each co-worker you observed in Task 2.1 on at least three separate occasions to implement each of the following identified methods from your Emotional Expression Plan:

Identifying emotional expression

Responding to emotional expression

During the interactions, you must apply the following:

At least one technique that indicates flexibility in dealing with others in the workplace

Flexibility refers to how willing you are to compromise with others to meet their needs and how this affects your ability to make decisions.

At least one technique that indicates adaptability in dealing with others

Adaptability refers to how well you adjust your response to how someone expresses their emotions and how this affects your ability to make decisions.

At least two techniques that show consideration for the emotions of others when making decisions

Techniques that show consideration for the emotions of others when making decisions can include but is not limited to the following:

Adjusting to the emotional responses of others when presenting a decision they may not like

Asking for others’ suggestions for alternative decisions

After each interaction, record the following on your Emotional Expression Plan:

Actual date of implementation for each method

Actual outcome for each method found in the Emotional Expression Plan

After each interaction, provide each co-worker with at least one copy of the following templates provided within this workbook:

The completed Emotional Expression Plan from Task 2.2

Your co-workers will use this as basis for their feedback.

Third-Party Report

Your co-worker’s feedback will be recorded in the Third-Party Report.

Complete your Reflective Journal by identifying the following:

At least one instance where the learner applied a technique that indicates flexibility in dealing with others in the workplace

At least one instance where the learner applied a technique that indicates adaptability in dealing with others in the workplace

At least two instances where the learner applied techniques that show consideration for the emotions of others when making decisions

The instances identified in your Reflective Journal must be based on each of your co-worker’s findings found in the Third-Party Report for each interaction you had.

Detailed instructions are provided in the Reflective Journal.

Submit the following to your assessor:

Completed Emotional Expression Plan

Completed Reflective Journal

At least three completed copies of the Third-Party Report, one for each interaction

Describe at least one instance where you applied a technique that indicates flexibility in dealing with others.

Specify at least one technique used in the identified instance and briefly explain how the identified technique was applied.

Instance

     

Technique Used

     

How the Technique was Applied

     

This section is to be completed by the supervisor only.

Date observed:

     

Supervisor’s initials:

     

Supervisor’s comments:

     

Describe at least one instance where you applied a technique that indicates adaptability in dealing with others.

Specify at least one technique used in the identified instance and briefly explain how the identified technique was applied.

Instance

     

Technique Used

     

How the Technique was Applied

     

This section is to be completed by the supervisor only.

Date observed:

     

Supervisor’s initials:

     

Supervisor’s comments:

     

Describe at least two instances where you applied techniques that showed consideration for the emotions of others when making decisions.

Specify at least one technique applied for each identified instance and briefly explain how each identified technique was applied in their respective instances.

Instance 1

     

Technique Used

     

How the Technique was Applied

     

This section is to be completed by the supervisor only.

Date observed:

     

Supervisor’s initials:

     

Supervisor’s comments:

     

Instance 2

     

Technique Used

     

How the Technique was Applied

     

This section is to be completed by the supervisor only.

Date observed:

     

Supervisor’s initials:

     

Supervisor’s comments:

     

INSTRUCTIONS TO THE OBSERVER

The learner is to be observed as they complete the assessment task and skill requirements outlined in this Third-Party Report.

For this assessment, the learner is required to interact with their co-workers on at least three separate occasions in the workplace to implement their Emotional Expression Plan.

Learner will provide the observer with their Emotional Expression Plan after each interaction. The plan will be used as basis for the Third-Party Report.

Your Role as Observer

You must interact with the learner for this task. The learner will provide you a copy of the Third-Party Report which you must complete after the interaction. You must confirm that the learner was able to demonstrate the following during your interaction:

Methods to identify each emotional expression found in the Emotional Expression Plan

Methods to respond to each emotional expression found in the Emotional Expression Plan

Techniques that indicate flexibility in dealing with others in the workplace

Techniques that indicate adaptability in dealing with others in the workplace

Techniques that demonstrate consideration for the emotions of others when making decisions in the workplace

Complete the Third-Party Report for this task:

Observe the learner demonstrate each skill requirement outlined in the form as they undertake the task.

Indicate the date when the observation is conducted.

Tick each item in the form as ‘YES’ if the learner satisfactorily demonstrates each skill requirement based on the criteria provided. Write objective feedback on how the learner demonstrated each skill requirement based on your observation.

Tick each item in the form as ‘NO’ if the learner does not satisfactorily demonstrate each skill requirement. Write objective feedback including additional information on how the learner can satisfactorily demonstrate this requirement for this task.

Provide an overall feedback on the learner’s performance to assist the learner in addressing any areas of improvement.

Sign off the Observer Declaration at the end of the Third-Party Report to confirm this observation.

Discuss any further queries about the task and associated requirements with the learner before commencing.

ASSESSMENT INSTRUCTIONS

To complete this task, you must consult with at least two relevant stakeholders to identify improvement areas for your own emotional intelligence. The relevant stakeholders you must consult with can include the following:

Co-workers you interacted with in Task 2.3

Your supervisor

Arrange a consultation with at least two stakeholders. During the consultation, identify at least two improvement areas related to emotional intelligence.

The consultation can be about any area of emotional intelligence in relation to either of the following:

Your performance in Task 2.3

Your general workplace behaviour

The improvement areas can include the following:

Instance during Task 2.3 where you did not apply the following:

Flexibility in dealing with others in the workplace

Adaptability in dealing with others in the workplace

Consideration of the emotions of others when making a decision

Areas where you can demonstrate better emotional intelligence, which include:

Self-awareness

Self-management

Social awareness

Relationship management

Secure written evidence of the consultation that includes at least two areas of improvement for your own emotional intelligence.

Written evidence can include:

Email correspondence

Meeting minutes

Submit the written evidence of the consultation to your assessor.

ASSESSMENT INSTRUCTIONS

Seek an opportunity to create a plan for developing emotional intelligence within your co-workers.

Locate the following templates provided within this workbook.

Policies and Procedures Outline

Use this template for outlining policies and procedures relevant to organising informal opportunities and tasks. Your assessor will use this as basis for the Observation Form in the next ask.

Emotional Intelligence Plan

Use this template for creating a plan to develop emotional intelligence within your work team.

Access and review at least one of your organisation’s policies and procedures for each of the following:

Organising informal opportunities for others to express their thoughts and feelings in the workplace

Organising tasks for assisting others to understand the effect of their personal behaviour and emotions on others in the workplace

The policies and procedures accessed and reviewed for this task can include but is not limited to policies and procedures relevant to

Scheduling

Preparing for meetings