Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 3.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify the impact of own emotions on others in the workplace

1.1 Identify and use evaluation criteria to determine own emotional strengths and weaknesses

1.2 Identify personal stressors and own emotional states related to the workplace

1.3 Analyse and document potential emotional triggers in workplace situations which may require determine appropriate emotional responses

1.4 Evaluate the impact of own workplace behaviours that demonstrate management of emotions

1.5 Use self-reflection and feedback from others to improve development of own emotional intelligence

2. Recognise and address the emotional strengths and weaknesses of others

2.1 Respond to the emotional states of co-workers and assess emotional cues

2.2 Develop a plan for identifying and responding appropriately to a range of cultural expressions of emotions

2.3 Apply techniques to demonstrate flexibility and adaptability in dealing with others

2.4 Demonstrate consideration of the emotions of others when making decisions

3. Promote the development of emotional intelligence in others

3.1 Create opportunities for others to express their thoughts and feelings

3.2 Assist others to understand the effect of their behaviour and emotions on others in the workplace

3.3 Develop and implement plans to encourage the self-management of emotions in others

3.4 Develop and implement plans to encourage others to develop their own emotional intelligence, to build productive relationships, and maximise workplace outcomes

4. Utilise emotional intelligence to maximise team outcomes

4.1 Identify opportunities to utilise emotional intelligence to increase team performance in line with organisational objectives

4.2 Encourage a positive, inclusive emotional climate in the workplace

4.3 Use the strengths of workgroup members to achieve team and/or organisational objectives

Skill 

Description 

Learning

• Identifies and uses strategies to improve own emotional intelligence

Oral communication

• Uses appropriate language and nonverbal features to present information and seek feedback
• Uses listening and questioning skills to elicit the views of others and to clarify or confirm understanding

Interact with others

• Reflects on personal attributes and considers the impact on others and modifies approach to support development
• Adapts personal communication style to model behaviours, build trust and positive working relationships and to build understanding of emotional intelligence
• Leads a collaborative approach, using inquiring and inclusive techniques, to develop understanding and skills that enhances individuals’ emotional intelligence

Get the work done

• Leads processes to develop, implement and monitor plans and processes to ensure team engagement and effectiveness

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBLDR511 Develop and use emotional intelligence

BSBLDR501 Develop and use emotional intelligence

Updates to elements, performance criteria and assessment requirements

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 3.0.