TRG-DOC-08 Learner Guide BSBPEF502-V1

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Swinburne University of Technology *

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BSB50420

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LEARNER GUIDE BSBPEF502 Develop and use emotional intelligence (Release 1) Table of Contents Version Number

LEARNER GUIDE –BSBPEF502 A BOUT THE B USINESS S ERVICES T RAINING P ACKAGE ..................................................................... 6 A BOUT THIS U NIT OF C OMPETENCY ............................................................................................ 8 C HAPTER 1: P REPARE TO D EVELOP E MOTIONAL I NTELLIGENCE ........................................................ 9 1.1 Develop Evaluation Criteria for Assessing Emotional Strengths and Weaknesses. .11 1.2 Assess Emotional Strengths and Weaknesses Against Evaluation Criteria ............. 18 1.3 Identify and Analyse Potential Emotional Stressors in the Workplace .................... 19 1.4 Identify Methods for Responding to Emotional Stressors ........................................ 25 1.5 Seek Feedback from Others to Identify and Confirm Methods for Responding to Emotional Stressors in the Workplace ..................................................................... 29 Activity 1 ................................................................................................................... 31 Key Points: Chapter 1 ................................................................................................... 33 Chapter 1 – ‘True’ or ‘False’ Quiz ................................................................................. 34 C HAPTER 2: D EVELOP E MOTIONAL I NTELLIGENCE ....................................................................... 35 2.1 Analyse and Document Emotional Responses of Co-Workers ................................. 36 2.2 Develop a Plan for Identifying and Responding to a Range of Emotional Expressions ................................................................................................................................ 38 2.3 Apply Techniques that Indicate Flexibility and Adaptability in Dealing with Others in the Workplace ......................................................................................................... 42 2.4 Apply Techniques that Show Consideration for the Emotions of Others When Making Decisions ................................................................................................................. 46 2.5 Consult with Relevant Stakeholders and Identify Improvement Areas for Own Emotional Intelligence ............................................................................................. 49 Activity 2 ................................................................................................................... 51 Key Points: Chapter 2 ................................................................................................... 53 Chapter 2 – ‘True’ or ‘False’ Quiz ................................................................................. 54 C HAPTER 3: P ROMOTE D EVELOPMENT OF E MOTIONAL I NTELLIGENCE IN O THERS ............................... 55 3.1 Identify Workplace Opportunities for Others to Express Their Thoughts and Feelings ................................................................................................................................ 57 3.2 Develop Tasks for Assisting Others to Understand Effect of Personal Behaviour and Emotions on Others in the Workplace ..................................................................... 60 3.3 Implement Identified Opportunities and Tasks in the Workplace According to Organisational Policy and Procedures ..................................................................... 62 Activity 3 ................................................................................................................... 68 Key Points: Chapter 3 ................................................................................................... 70 Chapter 3 – ‘True’ or ‘False’ Quiz ................................................................................. 71 ANIT Australia Pty Ltd T/A Albright Institute of Business and Language RTO #: 45041 CRICOS #: 03553J www.albrightinstitute.edu.au Head Office Address: Level 2,4 & 8, 341- 345 Queen Street, Melbourne VIC 3000 Tel: 1300 189 154 Campuses at: Sydney, Brisbane, Adelaide TRG-DOC-08 Learner Guide- BSBPEF502 | Version: 1.2 | Last Reviewed: July 2022 | Next review Date: As required | Page 1 of 1

LEARNER GUIDE –BSBPEF502 S UMMARY ........................................................................................................................... 72 R EFERENCES ....................................................................................................................... 74 ANIT Australia Pty Ltd T/A Albright Institute of Business and Language RTO #: 45041 CRICOS #: 03553J www.albrightinstitute.edu.au Head Office Address: Level 2,4 & 8, 341- 345 Queen Street, Melbourne VIC 3000 Tel: 1300 189 154 Campuses at: Sydney, Brisbane, Adelaide TRG-DOC-08 Learner Guide- BSBPEF502 | Version: 1.2 | Last Reviewed: July 2022 | Next review Date: As required | Page 1 of 1

LEARNER GUIDE –BSBPEF502 About the Business Services Training Package 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. Delivery and Assessment of Qualifications RTOs must have the qualifications (or specific units of competency) on their scope to deliver nationally recognised training and assessment. RTOs are governed by and must comply with the requirements established by applicable national frameworks and standards. RTOs must ensure that training and assessment complies with the relevant standards. ANIT Australia Pty Ltd T/A Albright Institute of Business and Language RTO #: 45041 CRICOS #: 03553J www.albrightinstitute.edu.au Head Office Address: Level 2,4 & 8, 341- 345 Queen Street, Melbourne VIC 3000 Tel: 1300 189 154 Campuses at: Sydney, Brisbane, Adelaide TRG-DOC-08 Learner Guide- BSBPEF502 | Version: 1.2 | Last Reviewed: July 2022 | Next review Date: As required | Page 1 of 1

LEARNER GUIDE –BSBPEF502 Qualification Training Pathways A pathway is the route or course of action taken to get to a destination. A training pathway is the learning required to attain the competencies to achieve career goals. Everyone has different needs and goals, and therefore requires a personalised and individual training pathway. Foundation Skills Foundation Skills are the non-technical skills that support the individual’s participation in the workplace, in the community and in education and training. Australian Core Skills Framework (ACSF) This Assessment meets the five ACSF core skills as described in the Foundation Skills mapping. ANIT Australia Pty Ltd T/A Albright Institute of Business and Language RTO #: 45041 CRICOS #: 03553J www.albrightinstitute.edu.au Head Office Address: Level 2,4 & 8, 341- 345 Queen Street, Melbourne VIC 3000 Tel: 1300 189 154 Campuses at: Sydney, Brisbane, Adelaide TRG-DOC-08 Learner Guide- BSBPEF502 | Version: 1.2 | Last Reviewed: July 2022 | Next review Date: As required | Page 1 of 1

LEARNER GUIDE –BSBPEF502 About this Unit of Competency BSBPEF502 - Develop and use emotional intelligence This unit standard BSBPEF502 Develop and Use Emotional Intelligence describes the skills and knowledge required to develop and use emotional intelligence to increase self- awareness, self-management, social awareness and relationship management in the workplace. The unit applies to individuals who are required to identify, analyse, synthesise and act on information from a range of sources and who deal with unpredictable problems as a part of their job role. These individuals may be responsible for leading a team or work area. This Learner Resource is broken up into three elements. These include: 1. Prepare to develop emotional intelligence 2. Develop emotional intelligence 3. Promote development of emotional intelligence in others At the end of this training, you will be asked to complete an assessment pack for this unit of competency. You will need to access a supervisor, a manager, or your assessor who can observe you perform project or workplace tasks and verify your competency or performance. On competent completion of the assessment, you must have demonstrated skills and knowledge required to develop and use emotional intelligence. ANIT Australia Pty Ltd T/A Albright Institute of Business and Language RTO #: 45041 CRICOS #: 03553J www.albrightinstitute.edu.au Head Office Address: Level 2,4 & 8, 341- 345 Queen Street, Melbourne VIC 3000 Tel: 1300 189 154 Campuses at: Sydney, Brisbane, Adelaide TRG-DOC-08 Learner Guide- BSBPEF502 | Version: 1.2 | Last Reviewed: July 2022 | Next review Date: As required | Page 1 of 1

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