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1. IDENTIFY THE IMPACT OF OWN EMOTIONS

ON OTHERS IN THE WORKPLACE
1.1 Identify own emotional strengths and weaknesses
Emotional intelligence
The concept of emotional intelligence in terms of leadership and management
is relatively new, becoming popular en masse in the mid-1990s. Prior to this,
intelligence was measured by an individuals intellectual ability, or their IQ.
Intellectual intelligence and emotional intelligence are two completely different
functions and very often, do not go hand in hand.
So what is emotional intelligence?
Emotional intelligence is an individuals ability to recognise their own emotions
and feelings, manage their own behaviour in response to these emotions and
make balanced decisions in emotional situations. It is also an individuals ability
to recognise the emotions and feelings of others and interact with them in a way
that manages their behaviour and relationships with others. It is the ability to
recognise heightened emotions in both yourself and others around you, remove
yourself from the stress and manage the situation objectively, taking into
account the feelings of those involved, to arrive at a resolution agreeable to all
involved.
There are variations in models but it is widely accepted that there are four
components to emotional intelligence which are categorised in pairs by both
personal and social competence, and recognition and regulation. For effective
leadership, a manager must demonstrate all of the four components in each
given situation or predicament.

WORKBOOK | 2017 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE

BSB51915 DIPLOMA OF LEADERSHIP AND MANAGEMENT & BSB61215 ADVANCED DIPLOMA OF PROGRAM MANAGEMENT
EMOTIONAL INTELLIGENCE_V1.5
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Personal competence Social competence

Self-awareness Social awareness

Emotions Empathy (recognition and
Behaviour understanding of emotions
Confidence and behaviours of others)
Recognition
Accurate, honest and Awareness and
reflective self-assessment understanding of feelings,
emotions and behaviours of
the organisation

Self-management Relationship management

Maintaining emotional self-
control in emotive or volatile
situations
Being honest and
transparent
Able to adapt behaviour and
Regulation
approach according to the
situation and changes in the
situation
Initiative and innovative
approach to management
Optimistic uses every
situation as an opportunity
Conflict management and
resolution
Inspirational and influential
leadership and management
style leads by example
and models good emotional
intelligence
Collaborative approach to
management involves the
team in decision making and
resolutions
Develops others

Why is emotional intelligence important?

Intellectual ability is obviously important in management and leadership; it is
a quantifiable level of knowledge and understanding about the organisations
processes and procedures, productivity, mission statement and objectives. This
knowledge is the foundation of management, and is an essential requirement
for running an organisation or a department or team within an organisation.
You cannot effectively manage a production line if you do not have a full
understanding of the required processes and procedures.
Emotional intelligence, however, is not necessarily regarded as employers
as an essential requirement for managers. It is not absolutely vital to the
management of a team, but it is highly desirable. To return to the point made
about a manager needing to understand how the production line works in order
to keep it running smoothly, this is absolutely true of understanding how the
members of your team work, why and how they might react emotionally to a
situation or behave inappropriately, and what you, as a manager need to do and
how you need to behave to resolve the problem and lead by example. It could
be argued that emotional intelligence is more important than intellectual ability
when managing people. Humans emotions are, after all, much more complex
to understand and deal with than a broken conveyor belt, and can have a huge
impact on the performance of employees. Employees are human beings and
regardless of deadlines, targets and other work place stresses and demands,

WORKBOOK | 2017 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE

BSB51915 DIPLOMA OF LEADERSHIP AND MANAGEMENT & BSB61215 ADVANCED DIPLOMA OF PROGRAM MANAGEMENT
EMOTIONAL INTELLIGENCE_V1.5
 3

they quire rightfully expect to be treated as such; ignoring or avoiding their

emotions and needs makes for a bad feeling in the organisation which often has
a negative effect on productivity, work ethic and performance of individuals and/
or teams. Embracing their needs and emotions by proactively and collaboratively
managing a resolution makes employees feel valued and gains their trust and
loyalty which in turn makes them more committed and motivated to perform to
high standards.

Identify own emotional strengths and weaknesses

Your emotional strength is your mental stability and resilience to pressures
and stresses. Some pressures may affect your more than others, and often in
our personal lives, we react differently to how we would in the workplace; for
example, a police officer who deals with household burglary on a daily basis in
a calm and supportive manner would probably not react quite so professionally
if it was their property that had been burgled. The first step in developing
emotional intelligence is to acknowledge and understand your own emotions
and behaviours.
Before you start to consider what causes you stress in the workplace, first
identify your personal, generic, emotional strengths and weaknesses. You need
to be honest and transparent in your self-assessment. Below is a list of possible
examples but not a definitive list.

Emotional strengths Emotional weaknesses

Open-mindedness Narrow-mindedness
Objectivity Subjectivity
Perseverance Defeated quickly
Honesty and integrity Tell people what they want to hear
Emotional strengths Emotional weaknesses
Generosity Selfishness
Kindness and loving Spite and isolation
Loyalty Betrayal
Self-control No self-control/temper
Trust Jealousy
Optimism Pessimism
Forgiveness Holding grudges/vengeance
Empathy, compassion Inability to understand other peoples
emotions
Sympathy Inability to feel sorry for other people
Calm and reasonable under pressure Irrational behaviour
Dedication and commitment Indifference
Honesty Dishonesty

WORKBOOK | 2017 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE

BSB51915 DIPLOMA OF LEADERSHIP AND MANAGEMENT & BSB61215 ADVANCED DIPLOMA OF PROGRAM MANAGEMENT
EMOTIONAL INTELLIGENCE_V1.5
 4

Activity 1.1

1. What are the four components of emotional intelligence? Explain what is

meant by each one.

2. Being completely honest and transparent, document all of your own

emotional strengths and weaknesses.

WORKBOOK | 2017 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE

BSB51915 DIPLOMA OF LEADERSHIP AND MANAGEMENT & BSB61215 ADVANCED DIPLOMA OF PROGRAM MANAGEMENT
EMOTIONAL INTELLIGENCE_V1.5