BSBLDR511 Develop And Use Emotional Intelligence: Case Study Review Assessment 3 Answer

pages Pages: 4word Words: 890

Question :

Assessment 3

BSBLDR511 Develop and use emotional intelligence

Assessment Task 3: Staff emotional intelligence project

Task summary 

You are required to review a case study and answer questions, and then conduct two roleplay meetings with staff members. 

This assessment is to be completed in the simulated work environment in SCSB.


  • Access to textbooks/other learning materials
  • Computer with Microsoft Office and internet access
  • Staff Emotional Intelligence Report Template
  • Roleplay participant (assessor)


Meet with staff (Role Play)


  • Develop an emotional intelligence report
  • Prepare an email with staff emotional intelligence report attached. 

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. 

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. 

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

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 amount 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 having an effect on 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?

1. Send an email to your assessor.

The text of the email 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. 

Attach your Staff Emotional Intelligence Report to the email.

2. Meet with staff.

You are required to meet with both of the staff members (roleplayed 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, taking into account both staff members’ needs and emotions, as well as identified strengths. In discussing actions, you should show that you have taken into account the additional information provided at the meeting and can demonstrate flexibility and ada

Show More

Answer :

Answer 1

The relationship focuses on Yuko is how she is unperformable in terms of the daily activities of the performance, quality and how it would a better way to overcome the workplace. The least five possibilities, in how they are performing, on how the daily activities would be substantially be related (Washington, 2016)

Answer 2

The range of feelings that the Beryl could be feeling, how it can be determined in terms of the five possibilities that is the low performance, low quality, low turnover rate, and many absentees and it can also be delivered concerning the workplace.

Answer 3

The workplace situation on the manager and possible emotions they could be negative would be a low feeling of emotions, having low absenteeism, feeling low in a relationship and how it would be a negative working environment. It can also be working in terms of needs to focus that has to focus on building social ability skills and personality strength, in terms of the workplace.

Answer 4

The Australian and Japanese expressions of emotions that would be focused on the identity such as the low Japanese being able to talk, listen and at the same time one has to deliver concerning the low talking style, low ability to discuss, communication problems and also how one could feel a low connect. 

Answer 5

The opportunity to have an informal meeting and to write and formally discuss with each other, how to be polite and also be making that would better relationship. 

Answer 6

For the Japanese to have more emotions display, expressive and at the same time discussional points, open communication and also how to deliver with the respect that can create in terms of the desired approach(Opengart, 2015)

Answer 7

Advice would be focused over the Beryl and Yuko that could be delivered in terms of the self-managing their emotions such as proper communication, that can deliver in terms of how one could match with each other in the wavelength discussion, how to open the communication. 

Answer 8

The step by step approach that would focus in terms of the  workplace situation, such as below

To have a winning strategy that could be delivered at a rightful spirit.

TO focus over the blame and also be a deliver in terms of a cause.

TO also progress over emotions and how it would be done through a meeting.

To collaborate and also how to deliver in terms of the other party conflict and discussion.

 TO match with the conversation Goal-Oriented. ...

Answer 9

In the meeting the below question can be asked-:

Tell me the strength-based activity and the weakness in your entire career?

A quick discussion over the background, aims, objectives and how to overcome them

To focus on center pointers and how to edge over the resolution.

Answer 10


The Assessor,

XYZ Address,

Subject-: Staff Emotional Intelligence Report

Hi Sir,

In the given case study, one could see a conflict and also a lack of coordination between the deliverables and how it can be determined with the goal presentation. At the same time, one has to also focus on a couple of things such as better coordination between the manager and the employee, better control over the cultural differences and at the same time, how one can overcome the challenges and the desired plans. It can make it in terms of the staff emotional development plan, that could match the cultural and the approach in working style. The place would be in the office, the date is on the 21st of November and the time of your roleplay meeting would be of the assessor and the governor.

In the view of the above results, I am seeking an appointment, at your comfort time and place, please allow me to know how to go about this.



Emotional Action items/resolutions





Social Skills

Self-control and also focus (Anderson, 2015)
To focus on key strengths

It has to be goal-oriented and step by step.
Needs to focus on one own ability and the required strength.
Needs to focus on more of the social ability skills and personality strength.

Answer 11

Role Play

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. :


Hi, xxxxxx? How are you today?

Empathy and acknowledgment and how one relates to the cultural differences

To have flexibility and adaptability that could be given the ideas about and also assistance to emotional intelligence, including self-management of emotions

So it was convenient for you to locate the place?

So, tell me about yourself?

Interesting? What are your strengths & weakness?

So walk me through your CV related to education & qualification?

Do you have experience in recruitment activities?

What do you know about our organization, tell me about our company mission?

What kind of company culture have you experienced previously?

Tell me more about what is employee engagement?


Measures of Success: ·

Fulfillment within TAT·

Hiring Conversions·

Hiring Manager Experience·

Candidate Experience

Source Mix·