Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371

CRICOS Provider Code: 02870D

North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

BSBLDR511 Develop and use emotional intelligence

Assessment Task 2 –Project

Task summary
Students are required to review a case study and answer questions, and then conduct
two roleplay meetings with staff members.

Required
• Access to textbooks/other learning materials
• Computer with Microsoft Office and internet access
• Staff Emotional Intelligence Plan Template
• Roleplay participant (assessor)

Submit
• Staff Emotional Intelligence Plan

Assessment criteria
Students must complete all of the activities listed and will be assessed against the
assessment criteria included in the checklist included with this task.

Carefully read the following:

You are the Manager of a team of telemarketing staff for an on-line rental property business. The
business specialises in finding both commercial and residential tenants for landlords, as well as
matching landlords with tenants.
All staff work an eight-hour day from 9 am to 5.30 pm, with 30 minutes for lunch.
The Operations Manager has described the following situation to you:
Beryl is the Team Leader of the telemarketing group, responsible for:
• supervision and mentoring of a telemarketing team of eight
• outbound sales calls to real estate agents, property managers and landlords
• appointment setting for field sales teams
• inbound query resolution and customer service
• maintenance of all customer contacts in the Customer Relationship management system

Beryl, aged 62, has been with the company for 3 years. She was born in Australia. She has worked
in sales most of her life. Beryl was hoping to retire at 60 but personal circumstances have meant
she is continuing to work. Beryl is a very hard worker and achieves above the required results for
signing up tenants and landlords.
One of the telemarketers that Beryl is responsible for is Yuko. Yuko is Japanese, aged 40 and has
been in Australia for 2 years. She speaks good English and gets on with her team members,
although she is generally quiet. She has always been very reliable with her attendance at work.

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 1 of 7

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

As the Operations Manager of the company and the overall manager of the team, you have
noticed recently that there is tension between Beryl and Yuko.
You have noticed that Beryl often ignores Yuko or addresses her though another member of the
team. You have also noticed Beryl whispering to other workers and you sense that this is in
relation to Yuko.
Yuko’s work performance is suffering, and she is not making the required amount of daily calls to
sign up new tenants and landlords. Yuko has also become more withdrawn recently and tends
not to sit in the staff room anymore or attend staff social functions.
This situation is stressful. The team’s performance targets are not being met and the conflict
within the team seems to be having an effect on other staff members, with sides being taken.
You have heard through another member of staff that Yuko feels that Beryl is racist, and that
Beryl complains that she can’t understand Yuko’s accent and that she feels Yuko is never very
enthusiastic about her work.
You would like to resolve this situation by getting Beryl and Yuko to understand each other’s
perspectives and to manage their emotions at work. At this stage there are no options for
moving either member of staff to another team.

Answer the following questions in Staff Emotional Intelligence Report Template. Each of your
answers should be approximately 1 paragraph in length.

1. Based on a review of the case study, what do you think could be possible range of emotions
that Yuko could be feeling? List at least five possibilities.
2. Based on a review of the case study, what are the possible ranges of emotions that Beryl
could be feeling? List at least five possibilities.
3. Based on a review of the case study, what do you think could be the effect of the workplace
situation on the manager and possible emotions they could be feeling? List at least five
possibilities.
4. Would you expect any cultural differences in emotions? Research differences between
Australian and Japanese expressions of emotions and describe differences you identify. List
at least two.
5. During a meeting, what techniques would you use to ensure that Beryl and Yuko have the
opportunity to express their thoughts and feelings? List at least two.
6. During a meeting, what techniques would you use to ensure that Beryl and Yuko have the
opportunity to reflect on the effect of their behaviour and emotions? List at least two.
7. What advice could you give to Beryl and Yuko to assist them in self-managing their
emotions? List at least five tips.
8. Document a step-by-step approach for resolving the workplace situation. As a guide, you
should list between 6 to 8 steps. The steps should encourage both staff members to develop
their own emotional intelligence, to build productive workplace relationships, and maximise
workplace outcomes
9. Prepare questions (at least five) to ask Beryl and Yuko at the meeting.

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 2 of 7

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

The questions should help you to find out more about the situation and their thoughts and
feelings.
Ensure that your questions are open questions to encourage discussion.

Your questions should ensure that you:

• Identify information about the workplace situation
• Provide opportunities for Yuko and Beryl to express their thoughts and feelings

10. Meet with staff.

You are required to meet with both of the staff members (roleplayed by your assessor).
Please note: Your assessor will advise you of the date and time of the meeting.
Prior to the meetings, you should also consider appropriate strategies for addressing the
issue, bearing in mind that you will be provided with additional information that you will
need to consider at the meeting.
You will be assessed using the checklist starting on the following page, so ensure that you
are familiar with the requirements before beginning the meeting.
You must also demonstrate throughout each meeting:
• Empathy and acknowledgement of others’ perspectives
• Active listening
• Remaining calm and unbiased
• Your ability to respond to varying levels of cultural expression
• Showing flexibility and adaptability e.g. being open to different ideas about actions to
address the workplace situation
• Providing encouragement to staff to develop their emotional intelligence, including
self-management of emotions
Use the information provided through the meetings to consider appropriate actions to be
taken to ensure that the workplace outcome of resolving this issue is achieved.

At each meeting you will need to complete all of the following:

• Briefly explain the purpose of meeting
• Find out more about each staff member’s side of the story by asking the questions you
have prepared.
• Respond appropriately to each staff member’s emotional state and provide
opportunities for Beryl/Yuko to express their thoughts and feelings through the
questions you prepared and use of active listening techniques.
• Demonstrate non-verbal communication skills including nodding and smiling as
appropriate.
• Acknowledge each staff member’s perspective.
• Explore the impact of each staff member’s behaviour and emotions on the other staff
member and the rest of the team.
• Discuss differences between Australian and Japanese expressions of emotions and
identify specific examples of this.

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 3 of 7

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

• Discuss each staff member’s strengths and their contribution to the workplace.
• Through discussion, identify appropriate emotional intelligence technique to use in the
workplace. These should include:
o self-management of emotions
o managing their (and others’) behaviour
o building effective workplace relationships
o Maximising workplace outcomes
• Through discussion with each staff member, decide on actions for addressing the issue,
taking into account both staff members’ needs and emotions, as well as identified
strengths. In discussing actions, you should show that you have taken into account the
additional information provided at the meeting and can demonstrate flexibility and
adaptability in considering a solution.

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 4 of 7

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Assessment Task 2
Marking Checklist
Student’s name:

Completed
Did the student: successfully Comments
Yes No

List at least five emotions that Yuko could be

feeling?

List at least five emotions that Beryl could be

feeling?

List at least five emotions that the manager could

be feeling?

List at least two differences between Australian

and Japanese expressions of emotion?

List at least five tips to assist Beryl and Yuko in

self-managing their emotions?

Document a step-by-step approach for resolving

the workplace situation, with between 6 to 8
steps?
Develop and submit five suitable questions to:

• Identify information about the workplace

situation
• Provide opportunities for Yuko and Beryl to
express their thoughts and feelings?
For the Yoko roleplay:

Use questioning to identify find out about the

workplace situation and Yuko’s thoughts and
feelings?

Assess the emotional state of Yuko during the

meeting and respond appropriately?

Use questioning and active listening to provide

the opportunity for Yuko to express their
thoughts and feelings?

Demonstrate a caring and empathic approach to

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 5 of 7

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Student’s name:

Completed
Did the student: successfully Comments
Yes No
Yuko’s emotional responses?

Remain calm and unbiased throughout the

meeting?

Explore the impact of Yuko’s behaviour and

emotions on Beryl and the rest of the team?

Identify and respond to differing cultural

expressions of emotion?

Encourage Yuko to develop and use emotional

intelligence techniques?

Show flexibility and adaptability in making

decisions about actions to be taken?

Take into account Yuko’s needs and emotions, as

well as identified strengths when making
decisions about actions to be taken?
For the Beryl roleplay:

Use questioning to identify find out about the

workplace situation and Beryl’s thoughts and
feelings?

Assess the emotional state of Beryl during the

meeting and respond appropriately?

Use questioning and active listening to provide

the opportunity for Beryl to express their
thoughts and feelings?

Demonstrate a caring and empathic approach to

Beryl’s emotional responses?

Remain calm and unbiased throughout the

meeting?

Explore the impact of Yuko’s behaviour and

emotions on Beryl and the rest of the team?

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 6 of 7

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Student’s name:

Completed
Did the student: successfully Comments
Yes No

Identify and respond to differing cultural

expressions of emotion?

Encourage Beryl to develop and use emotional

intelligence techniques?
Task Outcome: Satisfactory ¨ Not Satisfactory ¨

Assessor signature

Assessor name

Date

© RTO Works 2019–BSBLDR511 Assessment Task 1 – v3.0 Page 7 of 7