Question-1.

(a) Develop a plan for identifying and responding to emotional expressions.

Instruction to learners

To complete Question 1, consider yourself as an HR manager, and how you plan to respond to a different emotional situation. Include the following steps-

(How to Recognise the emotions of employees, Name the emotions/expressions, manage the emotions of others and respond to those emotions.)

(b) Case Study

Laura turns to her colleague Jenny: I got a heart-warming text message from a client. She gave me such encouraging feedback for my work for them that, when I first read it, tears came into my eyes. Jenny keeps her face still and her mouth shut and shows no facial or bodily expressions, nor does she say anything to Laura. Afterwards, Laura comments on Jennys lack of facial reaction: I felt like she was not interested at all in what I had to say or what I was feeling, and I started feeling like there was something very stupid in what I was sharing. I lost confidence in myself, and Jennys reaction hurt me. I wanted to stop speaking to her.

1. Analyse the hidden positive emotional reactions/ responses (towards work/ Job) that Laura gave to her co-worker Jenny when Laura expressed I got a heart-warming text message from a client. She gave me such encouraging feedback for my work for them that, when I first read it, tears came into my eyes.

(c) Instruction for students-

You have become an integral part of a company in a job (e.g. fitting in with the team and forming working relationships, accomplishing objectives, resolving conflict)

(Being adaptable at work means you can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes.)

(Being flexible means embracing the idea that employees can be productive no matter when or where they perform their work)

1. Apply techniques for flexibility and adaptability skills (2 in each) in dealing with the following workplace scenario-

ScenarioTechniques for AdaptabilityFitting with team Accomplishment of objectives Resolving the conflict

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Scenario Techniques for flexibilityFitting with team Accomplishment of objectives Resolving the conflict