Part 2: Develop emotional intelligence

In this part you will prepare and conduct a mentoring session with a team member.

Introduction

Anton is a new employee who has been working at BizOps for only three months and has been in Australia for six months. He is very competent in his job as Customer Service Analyst, but has a lot of difficulty speaking with others in the organisation.

His accent is very strong, and he is easily embarrassed when others cannot understand him, even though his English is excellent. He is often teased in a good-natured way, but he does not understand that this is the way his group members interact with each other, so he gets frustrated and raises his voice in response.

He does not get angry, but he has difficulty understanding the jokes. His peers then avoid him and laugh about his 'cranky moods'.

Steps:

1. mentoring plan for your team member, Anton. The mentoring plan is

required to explain how you would:

- assist Anton to understand and respond to the emotional states of his co- workers and to recognise emotional cues

- assist Anton to identify the cultural expressions of emotions unique to his own Eastern European culture, and how they differ from the cultures of people he works with, and help him use this knowledge to respond and communicate better with them

- recommend some work practices to Anton to assist him in overcoming any language or cultural barriers he may be encountering in the workplace

- provide opportunities for Anton to express his thoughts and feelings on a regular basis

- assist Anton to understand the effects of his behaviour and emotions on others in the workplace

- encourage Anton to self-manage his emotions.

Use the Mentoring Plan template found in the Assessment Templates to plan what you will cover in your mentoring session with Anton in Step 2.

2. Facilitate a mentoring session with Anton to discuss the coaching process and mentor him in those areas affecting his work performance. This will form Task 4- Observation. You will play the part of Team Leader of BizOps Customer Service Department, and your assessor will play the part of Anton.

You will play the mentoring role by showing sensitivity and communicating in a way that is encouraging and supportive.

- introduce and outline the mentoring plan, explaining key aspects of emotional intelligence

- assist Anton to respond to the emotional states of his co-workers and to assess emotional cues

- use listening and questioning skills to understand Anton's views and to confirm your understanding of the situation.

- apply techniques that indicate flexibility and adaptability

Part 3: Promote development of emotional intelligence in others

In this part you will prepare a report for the management team, with some preliminary ideas on emotional intelligence management practices.

Steps:

1. Using the information from the policies you have accessed for this project, prepare a report on preliminary/general ideas relating to emotionally intelligent management practices. In your report:

- Briefly explain the importance of emotional intelligence in the workplace. Suggest culturally intelligent communication behaviours appropriate to responding to a diverse workforce. Provide at least four (4) practices.

- Provide ideas on opportunities for open communication, expression of feelings and an emotionally healthy workplace. Provide at least four (4) opportunities.

- Suggest ways to develop conflict resolution skills within the team. Provide at least four (4) skills and suggest how the skills could be implemented.

- Encourage the development of self-awareness and self-reflection in others. Provide at least six (6) ways to develop or encourage others.

- Encourage and develop emotional self-management. Provide at least four (4) examples for encouraging others, four (4) ways to lead by example and four (4) development opportunities.

- Align emotional intelligence tasks or strategies with workplace policies and procedures. Provide at least four (4) policies or procedures with examples.

- Consider team members' emotions when making operational decisions. Briefly explain . Include at least two (2) different emotions.

Use the template Brief Report: Emotional Intelligence Management Practices in the Assessment Templates in Moodle.

Task 3: Part 2, Step 1

BizOps Mentoring Plan

Understand and respond to the emotional states of co-workers and to recognise emotional cues (What could you ask Anton?, What should Anton become more aware of and how could he do this?)
Identify expressions of emotions unique to their culture and the cultures of people they work with. (How could Anton use his knowledge to respond to and communicate better with co-workers?)
Overcome any language or cultural barriers they may be encountering in the workplace. (Recommend some work practices. Are there phrases Anton could use? What could he say to the team? How could he get to know the team better?)
Express thoughts and feelings on a regular basis. (What opportunities could you suggest for Anton to do this?)
Understand the effects of their behaviour and emotions on others in the workplace
Self-manage their emotions (What are some techniques Anton could try?)

Task 3: Part 3, Step 1

Brief Report: Emotional Intelligence Management Practices

Introduction: Why is emotional intelligence important in the workplace?

Workplace communication

Adopt culturally intelligent communication behaviours appropriate to responding to a diverse workforce

(What communication practices can be adopted by management and staff every day in the workplace?)

Provide at least four (4).

Provide opportunities for open communication, expression of feelings and an emotionally healthy workplace

(How can you ensure a safe and healthy environment which remains positive?)

Provide at least four (4) opportunities.

Develop conflict management skills within the team

(What skills would be required and how can they be developed and implemented in the workplace?)

Provide at least four (4) skills and suggest how they could be implemented.

Assisting others with emotional intelligence

Develop self-awareness in others and encourage self-reflection

(What processes could be implemented, how should they be supported, how will this help?)

Provide at least six (6) ways to help or encourage others.

Encourage and develop emotional self-management

(How to lead by example, and what development opportunities are there?)

Provide at least four (4) examples for encouraging other, four (4) ways to lead by example and four (4) development opportunities

Implementing emotionally intelligent tasks in the workplace

Align emotional intelligence tasks or strategies with workplace policies and procedures

(What to be aware of, offer examples)

Provide at least four (4) policies or procedures with examples.

Consider team members emotions when making operational decisions

(How can emotions be considered in the decision-making process?)

two (2) different emotions.

Worklife balance policy At BizOps Enterprises, worklife balance is dened as the development, implementation, and facilitation of initiatives that enable our employees to balance their work and personal lives. BizOps is committed to providing a culture that is healthy and supportive of worklife balance. To achieve this, BizOps promotes flexible work an'angements and other initiatives to support employees to balance their work and personal responsibilities and interests. Implementing worklife goals and strategies is designed to meet organisational and individuals' needs. BizOps recognises that worklife balance is important to support recruitment and retention strategies and to enable employees to contribute to the achievement of our organisational goals. The worklife policy requires cooperation to ensure the needs of both the organisation and individual employees are met. Principles - The business needs of BizOps and associated client activity must be fully addressed when implementing the wanklife policy. The impact on clients and colleagues must be positive, or at least neutral, and must be fully understood by both the employee and their manager. - Managers and supervisors should assist employees to access worklife policies and exible work arrangements. Managers and supervisors should ensure that employees are aware of their options; give prompt consideration to requests; be fair and transparent in their decision-making and judge individual cases on their merits. - Requests will be fully considered, but employees need to understand that not all forms of exible scheduling are appropriate to all employees or positions. - An open conversation is critical for evaluation and assessment of requests for worklife options approval; however, the nal decision will be made by a manager. - Flexible working practices should not adverser affect an employee's career or professional development opportunities. Available options for flexible work arrangements - Job-sharing - Flexible wonk hours - Part-time work - Deferring salary - Working from home - Phasing retirement Anti-discrimination and diversity policy At BizOps Enterprises, equality is a fundamental right that must be applied to every aspect of work life. BizOps is committed to ensuring that all employees are treated with respect and dignityI and works hard to ensure all its dealings meet the requirements of anti- discrimination. work health and safety and equal employment opportunity legislation. BizOps strives to ensure all employees feel safe and included in the workplace. Anti discrimination State and federal legislation is designed to protect individualsfrom discrimination on the basis of their sex, race (colourI ethnic or ethno-religious background, descent or nationality), marital status. pregnancy, disability. homosexuality. transgender, sexual harassment, age or carer responsibilities. The fair practices and behaviours that help to achieve this at BizOps include: - having open, competitive and merit-based recruitment, selection and promotion practices - ensuring access for all employees - offering eotible working arrangements that attempt to meet employees' needs while creating a producthre workplace - managing workplace grievance promptly, effectively and fairly - having communication processes in place that allow employees access to infon'nation and allow their views to be heard - recognisinglfocusing on the knowledge. skills and ability of employees - making workplace adjustments for people with disabilities - training managers to identify and implement workplace change - providing training and development for all employees - dealing with and eliminating discrimination and-'or harassment. Diversity BizOps prides itself on being culturally diverse, and all expects all people to be treated with dignity and respect, whether they are colleagues. clients or others. Unlawful discrimination. harassment of any kind. bullying, victimisation or any other unacceptable or offensive conduct to other BizOps employeesI clientsI visitors or anyone else in the workplace. or at company sponsored events. will not be tolerated. It is each employee's responsibility to ensure they uphold the proper standards of conduct in the workplace and that they comply with BizOps's policies and procedures. This includes being aware that some behaviour may be acceptable to you but not to others, and acting appropriately. Addressing breaches If any employee experiences a breach of this policy, they should immediately report the issue to their direct manager orthe human resources manager. All complaints will be followed up promptly with investigation and action taken to address the issue. waspire Training 1 Consulting Dacmenmeteril 2015 Page 1 Of2 Anti-discrimination and diversity policy This policy should be read in conjunction with the equal opportunities policy and the code of conduct policy. It will be reviewed at least every two years by the Chief Executive Ofcer and the work health and safety committee, or more often if required. For further information on this policy. contact human resources