BSBLDR501

Develop and use emotional

intelligence

Release 1 (Aspire Version 1.1)

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Topic 1: Identify the
impact of own
emotions on others in
the workplace

Release 1 (Aspire Version 1.1)

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Identify the impact of own emotions
on others in the workplace
• How can your emotions in the workplace
affect others?
• Make a list of emotions you may
experience in the workplace.

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Identify your own emotional
strengths and weaknesses
Emotional strengths
• Cool-headedness and ability
to remain calm
• Enthusiasm and optimism
• Not being easily offended
• Open-mindedness
• Assertiveness
• Desire to solve problems as
they arise
• Diplomacy and the ability to
listen to other opinions
• Empathy
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Emotional weaknesses
• Frustration and irritation
• Worry or nervousness
• Anger or aggravation
• Dislike
• Disappointment or
unhappiness
• Fear, embarrassment or guilt
• Pride
• Being non-confrontational
• Being condescending or
belittling others
Identify personal stressors
1. Lack of time
2. Too many projects
3. Lack of clarity
4. Organisational change
5. Worry about potential problems
6. Poor workplace relationships
7. Lack of control
8. Lack of skills and knowledge
9. Excessive workplace demands
10. Inadequate support systems
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Signs of stress in the workplace

Physical Emotional
Mental signs
signs signs

Behavioural Team
signs observations

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Alleviate workplace stress
Discuss:
• ways to reduce personal workplace stress
• ways to reduce team workplace stress
• emotional states you may experience in the workplace
• using emotional intelligence to deal with stress by:
– resolving conflicts
– responding with humour
– identifying personal stressors
– being aware of your emotions
– using nonverbal cues.

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Develop awareness of own
emotional triggers
1. Identify workplace triggers.
2. Identify personal triggers.
3. Manage emotional responses.

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Manage emotional responses
How can you manage your response to:
• not feeling listened to
• being criticised
• unresolved conflict
• being on the receiving end of an emotional outburst
• being wrongly accused of doing or saying
something
• feeling consistently undermined by a team member.

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Model workplace behaviours that
demonstrate management of emotions
Follow
Model
Lead by legislative and Support team
constructive
example policy members
behaviours
requirements

Use emotional
intelligence Use self- Practise self- Use social
principles and awareness management awareness
competence

Foster a culture
Manage
of emotional
relationships
intelligence

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Use self-reflection and feedback from
others to improve emotional intelligence

1. What is self-reflection and why is it

important?
2. What is feedback and why is it important
when developing your emotional
intelligence?

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Formal and informal feedback
Formal feedback

• 360 degree feedback

• Feedback in performance reviews
• Feedback as a recognition tool

Informal feedback

• Ask good questions about your performance.

• Be open to feedback.
• Listen without justifying your actions.
• Accept feedback without defending yourself.
• Create trust to enable the person to give feedback.
• Don’t pretend to know what the person giving feedback is trying to say.
• Always thank the person for the feedback.

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Topic 2: Recognise
and appreciate the
emotional strengths
and weaknesses of
others

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Recognise and appreciate the emotional
strengths and weaknesses of others

• Why is it important for managers to

recognise and appreciate the emotional
strengths and weaknesses of others?
• How can they achieve this?

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Emotions and moods in the
workplace
Emotions
• Caused by a specific person
or event
• Usually brief in duration
(seconds or minutes)
• Accompanied by distinct
facial expressions
• Action-orientated in nature
• Specific and numerous in
nature (for example, specific
emotions such as anger,
fear, happiness)
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Moods
• Causes are general and
unclear
• Last longer than emotions
(hours or days)
• Not indicated by distinct
expressions
• Subjective in nature
• More general in nature
(positive or negative)
Emotional states
Emotional states may relate to:
• needing approval
• making mistakes or striving
for perfection
• needing to change others
• having a tendency to
catastrophise situations
• believing that misery has
been caused by others
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• avoiding difficulties and self-
responsibilities
• placing importance on past
experiences
• having unrealistic
expectations
• blaming others
• being negative by nature.
Sources of emotional states

Day of the
Stress Personality week

Social Physical
Weather
interaction wellbeing

Job role Cultural

demands influences
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Identify and assess emotional cues

Facial Body
Eye contact
expression movement

Paralanguage Gestures

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Diversity in the workplace

• Diversity
• Inclusion
• Cultural competence
• Cultural intelligence
• Culturally intelligent behaviours
• Effective communication in a diverse
workplace
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Demonstrate flexibility and
adaptability
1. What is flexible and adaptable leadership?
2. How can a manager lead change and
innovation in the workplace?
3. Why are flexible work practices important?
4. Why are family-friendly initiatives important?
5. Why should leaders define boundaries, and
how?

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Decision-making and the emotions
of others
1. Improve your listening skills.
2. Pay attention to interactions and
relationships between team members.
3. Identify your team members’ emotional
states.
4. Consider your own emotions.
5. Consider your response before answering a
team member.
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Emotionally intelligent leadership
styles

Authoritative Affiliative Democratic

Pacesetting Coaching Coercive

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Decision-making process
Autocratic Individual
Autocratic with team consultative
input process

Team Team
Participative
consultative decision
process
process process

Leaderless
process

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Topic 3: Promote the
development of
emotional intelligence
in others

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Promote the development of
emotional intelligence in others
• Why is it useful to promote the
development of emotional intelligence in
others?
• How can this be done?

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Provide opportunities for others to
express their thoughts and feelings
1. How can you help others express their
emotions?
2. How can you meet the needs of team
members?
3. How can you create an emotionally healthy
workplace?
4. Why are open communication and active
listening important?
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Needs of the team

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Conflict resolution

1. What are some effective ways to resolve

conflict?
2. How can you ensure a fair and equitable
workplace?

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Assist others to understand the effects of
their emotions and behaviour

• What do you need to know and

understand about your team to be able to
provide help?
• How can self-reflection help you assist
others?
• What strategies can you use for self-
reflection?

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Self-reflection strategies

Examine Action
Develop a
critical review
time line
incidents meetings

Joint
Peer review
reflection

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Encourage the self-management of
emotions in others
• Identify what triggers your negative
emotions.
• How can you help others to develop self-
management?
• What are the benefits of an optimistic
workforce?

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Encourage others to develop their own
emotional intelligence

Discuss:
• emotional intelligence at the team level
• supporting others to develop emotional
intelligence
• formal instruments to develop emotional
intelligence in others.

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Support others to develop
emotional intelligence

Coaching Mentoring

Shadowing Training

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Formal instruments to develop
emotional intelligence in others
Examples of personality instruments

• Myer-Briggs Temperament Inventory®

• Emergenetics®

• The DiSC® Personality Test

Examples of emotional intelligence measures

• Bar-On's Emotional Quotient Inventory®

• Goleman's Emotional Intelligence Competence Inventory®

• TESI® (Team Emotional & Social Intelligence survey)

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Topic 4: Utilise
emotional intelligence
to maximise team
outcomes

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Utilise emotional intelligence to
maximise team outcomes
• Discuss how emotional intelligence
maximises team outcomes.
• You may look for research to support this.

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Positive workplace emotions
Benefits include:
• trust building
• increased capacity to
generate ideas
• team productivity
• established meaning
and job satisfaction
• developed physical,
intellectual and social
resources
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• physical and emotional
wellbeing of teams and
individuals
• resilience
• ability to be flexible
• personal and
organisational growth
• increased motivation.
Positive emotional climate

Emotional
Team identity Motivation
awareness

Stress Conflict
Communication tolerance resolution

Positive mood

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Identify the strengths of team
members
Examples of strengths in the workplace
Emotional intelligence Pragmatic attitude Flexibility

Communication skills Technical aptitude Confidentiality

Leadership Visionary style Multi-tasking skills

Determination Cooperation Consistency

Willingness to learn Teamwork Discipline

Self-confidence Dependability Resilience

Diplomacy Motivation Efficiency

Patience Being success oriented Resourcefulness

Reliability Being hardworking

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Use the strengths of team
members
• Seek out tasks and projects to maximise
team strengths.
• Identify and manage emotional strengths.
• Encourage cooperation and collaboration
to maximise individual differences.
• Set team goals.
• Monitor progress.

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Use the strengths of team
members
• Tolerate some mistakes.
• Give feedback often.
• Recognise and reward exceptional
performance.
• Commit to preserving strengths.
• Ensure the emotional wellbeing of your
team.

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