Develop And Use Emotional Intelligence (BSBLDR511)

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This is a stand alone unit contributes the Attainment of National Certificate.

Unit Duration: 4 to 6 weeks

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, recognizing and appreciating the emotional strengths and weaknesses of others, promoting the development of emotional intelligence in others and utilizing emotional intelligence to maximize team outcomes. It applies to managers who identify, analyse, synthesize and act on information from a range of sources and who deal with unpredictable problems. They use initiative and judgement to organize the work of self and others and plan, evaluate and co-ordinate the work of teams.

Emotional Intelligence is applicable to every human interaction in business: from staff motivation to customer service, from brainstorming to company presentations. But the subject is far deeper and wider than these examples, and EI must be able to understand and deal with:

  1. How we assess people
  2. How relationships develop
  3. How our beliefs generate our experience, as well as resistance, power struggles, judgement, competition, vision, leadership, success, and much more.

Only in a business in which the staff are emotionally intelligent can they work together to maximum effectiveness. This can only increase the organisation’s success, however measured.

EI is Essential for Excellence

Qualifications that include this unit

  • Diploma of Leadership and Management (BSB51918)
  •  Diploma of Governance (BSB52318)  
  • Diploma of Government (PSP50116)
  • Diploma of Trade Measurement (PSP50516)
  • Diploma of Payroll Services (FNS50417)
  • Diploma of Aviation (Aviation Management)  (AVI50616)
  • Diploma of Retail Leadership (50116)
  • Advanced Diploma of Program Management  (BSB61218)

Elements and Performance Criteria

ELEMENT PERFORMANCE CRITERIA 
Elements describe the essential outcomes.
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 range of cultural expressions of emotions and respond appropriately
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
Learning 1.5
Identifies and uses strategies to improve own emotional intelligence
Oral communication 1.4,1.5, 2.1-2.3, 3.2-3.4, 4.1
Uses appropriate language and nonverbal features to present information and seek feedback
Uses listening and questioning skills to elicit the views of others and to clarify or confirm understanding
Interact with others 1.1-1.5, 2.1- 2.4, 3.2-3.4, 4.1

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, 4.2
Leads processes to develop, implement and monitor plans and processes to ensure team engagement and effectiveness 

Benefits

  • Gain quality workplace skills and experience to help launch your career.
  • Develop work-related skills and experiences that are recognized by employers. 
  • Develop independence and confidence in an adult learning environment. 
  • Gain an insight into various industry areas to help you decide on a career pathway. 
  • Potentially gain recognition for prior learning for your previous study or work.
  • High-quality course written by industry experts with easy to understand course content
  • Course materials provided online with unlimited tutor support – no textbooks to buy
  • Gain an Australian Certificate upon your successful completion of coursework (Certificate hard copy will be posted to you)
  • Course may be tax deductible - see your tax advisor

Career Pathway 

The BSB Business Services Training Package covers a diverse range of industries and occupations. Business Services covers a range of cross-industry functions and services supporting the commercial activities of all industries. 

Defining Qualifications

When units of competency are grouped into combinations that meet workplace roles, they are called qualifications. These qualifications are aligned to the Australian Qualifications Framework (AQF). Each qualification will have ’packaging rules’ which establish the number of core units, number and source of elective units and overall requirements for delivering the qualification.

Assessment

  • Theory
  • Practical
  • Evidence Record
  • Case Study
  • Short Answer Questions
  • ‘True’ or ‘False’ Quiz

Assessment Requirements

Performance Evidence

Evidence of the ability to:

  • identify own emotional strengths, weaknesses, stressors, emotional states and triggers through self-reflection and 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.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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 gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

  • relevant workplace documentation and resources
  • case studies or, where possible, real situations
  • interaction with others.

Delivery and Assessment of Qualifications

  • Mobile Learning Express (MLE) is a Registered Training Organization (RTO)
  • MLE have the qualifications (or specific units of competency) on its scope to deliver Nationally Recognized Training and Assessment.
  • MLE is governed by and must comply with the requirements established by applicable National Frameworks and Standards.
  • MLE ensures that training and assessment complies with the relevant standards.

Unit Objectives:

  • Identify the Impact of Own Emotions on Others in the Workplace 
  • Recognize and Appreciate the Emotional Strengths and Weaknesses of Others 
  • Promote the Development of Emotional Intelligence in Others 
  • Utilize Emotional Intelligence to Maximize Team Outcomes

Unit Contents

Business/ Personal Development

BSBLDR511/01 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 behaviors that demonstrate management of emotions
1.5 Use self-reflection and feedback from others to improve development of own emotional intelligence

Key Points
‘True’ or ‘False’ Quiz

BSBLDR511/02 Recognize 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 that are utilized 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

Key Points
‘True’ or ‘False’ Quiz

BSBLDR511/03 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 maximize workplace outcomes

Key Points
‘True’ or ‘False’ Quiz

BSBLDR511/04 Utilize Emotional Intelligence to Maximize Team Outcomes

4.1 Encourage a positive emotional climate in the workplace
4.2 Use the strengths of work group members to achieve workplace outcomes

Key Points
‘True’ or ‘False’ Quiz

Unit curriculum

  • 1
    Getting Started
    • Things You Should Do Before Starting Your Online Course
  • 2
    Introduction
    • Develop And Use Emotional Intelligence - BSBLDR511
    • Bibliography
  • 3
    Element 1: Identify the Impact of Own Emotions on Others in the Workplace
    • Performance Criteria Element 1
    • Performance Criteria Element 1 Quiz
  • 4
    ELEMENT 2: Recognize and Appreciate the Emotional Strengths and Weaknesses of Others
    • Performance Criteria Element 2
    • Performance Criteria Element 2 Quiz
  • 5
    ELEMENT 3: Promote the Development of Emotional Intelligence in Others
    • Performance Criteria Element 3
    • Performance Criteria Element 3 Quiz
  • 6
    ELEMENT 4: Utilize Emotional Intelligence to Maximize Team Outcomes
    • Performance Criteria Element 4
    • Performance Criteria Element 4 Quiz
  • 7
    Summary
    • Summary
  • 8
    Learner Assessment Pack
    • Assessment Delivery
  • 9
    Rate Develop And Use Emotional Intelligence
    • Rate Develop And Use Emotional Intelligence

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