Case Study Assessment Task 1 Scenario: BD Corp Lid provides support services (for example accommodation services and academic support) to international students studying at various colleges in Melbourne. You have recently been appointed as the new Manager of the Customer Services Department and your team consists of: Jenny - 38-year old female, 15 years experience in the company - starting as a clerk, and then working her way up the ladder to become a respected customer service officer. Jenny has a wealth of knowledge in relation to company services, products and processes, and is often called on by others to help in complex or difficult situations. Alan - 44-year old male, 4 years of customer service experience. Prior to commencing with BD Corp Ltd, Alan worked as a sign-writer for 15 years, but had experience in providing home-stay accommodation to 8 international students over 6 years. Sheela - 27-year old female who came to Australia from India 7 years ago, completed a Diploma of Counselling course as an international student, and is now a permanent resident. Sheela has worked for BD Corp Lid for 2 years Recently, BD Corp Lid has been experiencing a substantial increase in the number of students contacting the company for support services. Previously, the workload was fairly light and the team had plenty of time to chat during the day. Now there is not enough time to chat for even 5 minutes. You notice the following: Jenny - seems to be taking the increased workload in her stride, and looks like she is coping well. However, she seems to be making more errors than before and sometimes forgets things. Alan - has not complained at all. In fact, he seems to enjoy the hectic workload. As long as he gets his 30-minute smoke break, he seems happy. Sheela has lost her enthusiasm. She also keeps comparing herself to Alan and seems to be focused on his achievements rather than her own successes. As the Human Resources manager you have noticed that the different personalities of the staff causes them to react differently in various circumstances. To better assist the staff in managing themselves in different circumstances, you have decided that there should be an evaluation on the staff members use of their emotional intelligence. In order to do this the following tasks must be completed: Part A 1. Develop evaluation criteria for assessing the emotional strengths and weaknesses of staff. Using the evaluation criteria created, assess each staff member against the criteria (Refer to the Role Play in Task 2) 3. Identify and analyse the potential emotional stressors that are currently happening in the workplace. 4. What methods can be put in place to respond to the emotional stressors identified? 5. Ask the team members for feedback on how they think emotional stressors in the workplace can be identified and how they should be responded to? 6. With the information gathered in the questions above, how has this helped you identify the emotional stressors you encounter in the workplace and what strategies have you used to improve on how you deal with these