Reference no: EM131729420 , Length: word count:3000

Instructions: There are 8 Tasks in this assessment that are assigned on a weekly basis. Activates include case study, simulation exercises and direct questioning

Task 1: Describe Daniel Goleman's 'Model of Emotional Intelligence'

Task 2: Personality Based Emotional Intelligence Test (MEIT)

INTRODUCTION

The term Emotional Intelligence (EI) has been given many specific definitions since it gained popularity in the 1980s, but has is generally taken as theorized aspects of intelligence that that are not general intelligence but instead specific to people, such as understanding other peoples perspectives.

The Matrix Based Emotional Intelligence Test MEIT) is a new experimental measure of EI that has the subject make prediction about the structure of people's personalities that are evaluated against real data.

PROCEDURE & PROCESS

To complete the MEIT activity follow the below link and undertake the interactive version record your results for submission to your nominated trainer and assessor.

In the MEIT you will be given a personality test item and asked to choose from a group of other personality test items, which would be positively correlated with it. This is a somewhat complicated idea so there is sample test with more explanation you will go through before you reach the main test.

The Test should take approximately fifteen (15) minutes to complete.

PARTICIPATION NOTES - The use of this assessment is for educational or entertainment purposes only. The outcome is not psychological advice of any kind. Additionally, your responses to this questionnaire will be anonymously saved.

YOUR RESPONSE - Provide a report of the outcome with your explanation and examples.

Task 3: Emotional Intelligence Case Study

Max is a successful financial officer at a New York-based company that recently acquired a banking institution in two southern states. Max will take over the recently acquired southern footprint as the new regional CEO.

The newly acquired banking institution has a long-standing reputation as a friendly institution with traditional values, and it prides itself on its exemplary customer service. The current staff includes diverse workforce from different nationalities and age groups. The employees here has prepared a comprehensive package outlining the bank's vision and key customer success stories that demonstrate their commitment to exemplary service and low customer and employee turnover. Due to the acquisition, the employees are scared on losing their old values and work methods.

It is Monday morning and Max has called a meeting at 8 a.m. Max arrives at 7 a.m. and is surprised to find only a couple of employees in the building. Max begins the meeting at 8 a.m. sharp, and the auditorium seats are half-filled. Max is perplexed at the turnout but begins the meeting. "Shareholder value is what it's all about. We are the stewards of this organization, and we have a responsibility to the shareholders."

Silence echoes in Max's ears. He continues by stating, "I expect total dedication. If you cannot commit to our new vision and strategies then this is not the right place for you. Commitment starts by being on time." Max motioned to the staff standing next to the auditorium doors to close the doors. "If you can't be here on time, then you can't play in our sandbox."

Later that afternoon, Max met with the executive team and outlined the strategies, goals, numbers, and deadlines. A meeting was held with senior staff members responsible for reporting progress. Market growth numbers were up, and new business numbers were increasing.

A quarter later Max had the quarterly report results. The region was on target. However, turnover increased 25 percent. Involuntary turnover such as sickness were up by 10 percent. Previous customer numbers were decreasing, and customer complaints were increasing. He reviewed the report with his staff members. When he asked for input, his request was greeted with silence. He sensed an uneasy feeling in the room.

Case Questions:

Q1: What type of emotions are the staff members in the situation? If you were in Mark's shoes, how would you manage their emotions to promote the development of emotional intelligence in them?

Q2: What do you understand by emotionally effective people and why do management needs these people to attain business objectives?

Q3: What communication approaches from Mark would be suitable for a diverse workforce which has varying cultural expressions of emotion?

Task 4: Develop a workplace procedure for any one of the following organisation. Use a minimum of 8 bullet points to write the procedure.

• Returns procedure for a clothing retail store
• Complaints procedure for a internet service provider
• Manual handling procedure for an electronics warehouse
• Recruitment procedure for a bank branch

Task 5: Scenario based case studies on ethical values and cultural diversity.

Situation 1: You are invited by a private sector company to join in a corporate "box" at a local National Soccer League arena for a game in the Stanley Cup playoffs. You reflect that the cost of these boxes may average to about $1000 or more per person in the regular season, but often exceed $5,000 in the playoffs because of the food and drinks attached with the tickets. In previous months you watched that some of your co-workers attend those events and dinners.

Key Issue: Personal values and ethical decision making. Understanding the extent of gifts, donations and bribes.

Question: Use your personal opinion to describe what should you do as an employee.

Question: If you were the manager of those employees, how would you ensure that you are implementing ethical values in your organisation?

Situation 2: The annual BBQ of your organisation is a big event for networking and getting to have face-to-face time with one another. Everyone in the team was sure to invite the newest employee, stressing how important and fun the traditional company event was. The new employee is Hindu. She arrives and when it's time to eat inquires about a vegetarian option? A co-worker responds, "Come on! This is a BBQ, hot dogs and hamburgers! That's a real BBQ!" She smiles, nods, and stays at the picnic. But you notice she doesn't eat anything. 

Key Issue: Dietary considerations employees based on religion, cultural, health requirements or personal preferences.

Question: You have identified that there is an issue with cultural diversity in your organisation. What is that issue?

Question: As an operational manager of the organisation, what would you do to ensure that you are implementing cultural diversity in your organisation?

Task 6: Workplace diversity: Legislation, rules, codes of practices and business policies.

Q1. Provide an example scenario of direct and indirect discrimination in a same organisation. You can use any one workplace or imaginary workplace to prepare the scenario.

Q2. List five Australian based legislations/laws that are related to workplace diversity of this organisation. Include the legislation year.

Q3.Based on the Q1 and Q2 responses, imagine you are the senior manager of the organisation where the two incidents have occurred. What would you do to ensure that workplace policies and plans are practised for improved workplace diversity that meets legal requirements?

Task 7: Case Study: Performance plan and KPIs to improve team performance.

You are a call centre manager in Sydney who manages a team of 24 team members. Your organisation is known for the exceptional service quality and that brings in large organisations as your clients. Your organisation has clients such as banks, telecom providers and supermarkets. Recently the board of directors have agreed for an expansion and wants to merge with another company in Philippines and wants to shift some of the tasks to Philippines. Hearing about that board meeting plans; most employees in the organisation are in fear that they might lose their jobs. The same happened to your team. Productivity has decreased in call rates to 60% from 80% i.e. the staff members are not responding to calls efficiently and within specific time targets. You are aware that your team is the best one among all the teams of the organisation and you are certain the merger will not affect all teams. As a manager of the best service team you may be able to raise a concern to the stakeholders (directors) to fight for their jobs in cases of any uncertainties.

Q1. Develop a brief performance plan for the whole team to resolve the performance and job security issues. Limit your plan within 300 word limit.

Q2. Prepare at least five key performance indicators (KPIs) for your call centre team. You may wish to look into job duties of call-centre staff using internet research.

Q3. What would you do to incorporate input from stakeholders (directors) in regard to ensuring job security of your team?

Task 8: Case Study: Supporting team performance

The researcher Meredith Belbin noticed an occurrence in teams that was subsequently termed the Apollo Syndrome. The Apollo Syndrome is a trend whereby teams of extremely talented and clever individuals under-perform against teams of 'ordinary' individuals. In reality, we also find that teams with too many superstars often fail to achieve goals or the desired target. When this phenomenon was looked at in more detail, it was discovered that Apollo team members often undermined each other's strategies while trying to achieve their own solutions to a group problem. They were essentially working as individuals in competition rather than as a united team pulling together. Experiments such as this made it clear that the intelligence, talent and understanding of the team were not the only factors in its success.

Q1. Why do you think that groups of talented individuals perform less well against those who are less talented?

Q2. Why did individual Apollo team members believe their own goal was the right one to pursue and undermine other team members?

Q3. Provide an example of a team with talented team members failing to achieve the desired goals.

Q4. If you are the supervisor, coach, captain or a manager of that example team that you have mentioned, what type of support and learning would you do to improve team?

Attachment:- Assignment File.rar