BSBLDR511 Develop and use emotional intelligence

The capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.

“emotional intelligence is the key to both personal and professional success”

Great... now, how do you use it...

Emotional Intelligence is used in business across 5 areas...


knowing one’s strengths, weaknesses, drives, values, and impact on others.


A manager knows tight deadlines bring out the worst in him. So he/she plans his time to get work done well in advance.


Indicators: Self-confidence, realistic self-assessment, laugh at yourself.



controlling or redirecting disruptive impulses and moods.


When a team botches a presentation, its leader resists the urge to scream. Instead, he/she considers possible reasons for the failure, explains the consequences to her team, and explores solutions with them.


Indicators: Trustworthiness and integrity, comfort with ambiguity, openness to change.


Joy in achievement for the goal’s sake.


A portfolio manager at an investment company sees his/her fund tumble for three consecutive quarters due to major clients defects.


Instead of blaming external circumstances, he/she decides to learn from the experience, and engineers a turnaround


Indicators: Strong drive to achieve, Optimism even when failing, organizational commitment.


Understanding other people’s emotional makeup.


An American consultant and her/his team pitch a project to a potential client in Japan. The team interprets the client’s silence as disapproval, and prepares to leave. The consultant reads the client’s body language and senses interest. 


The consultant continues the meeting, and the team gets the job.


Indicators: Building and retaining talent, Cross-culture sensitivity, Service to clients/customers.

Social Skills

Building rapport with others to move them in desired directions.


A manager wants the company to adopt a better Internet strategy. He finds kindred spirits and assembles a de facto team to create a prototype Web site. He/she persuades allies in other divisions to fund the company’s participation in a relevant convention.



His company forms an Internet division, and puts him in charge of it.


Indicators: Effectiveness in leading change, persuasiveness, Expertise in building and leading teams.

How important is ei to business

There are only two ways to influence human behavior: you can manipulate it or you can inspire it.

Simon Sinek

Understand that all emotions serve you. Those you once thought of as negative emotions are merely calls to action.

Tony Robbins

Relationships are leverage. If you give value to someone else first, you have leverage.

Gary Vaynerchuk

What do you already know?

Everyone has some experience

We all know people, but maybe not as well as we think we do. Rather than using Emotional Intelligence to control people, which often leads to abuse, it is much easier to change people's reaction to what you do.

Everyone will have a different reason why they react the way they do, but if you are consistent in your actions, people's reactions become more predictable to.

It starts with why... why do people trust you. In business, people like to deal with others that they know, like, and trust, but trust always comes first.

If you are self-aware enough not to do things that break people trust in you, people will naturally start to like you, then they will want to get to know you.

Makes it easier to interact with others if you don't have to sell what you do, people ask you. Tell what you do, but if you have to sell it maybe that is not why they are asking. People get to know you so they can refer you to others too.

emotional intelligence principles and strategies

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


emotionally effective people and the attainment of business objectives

Utilise emotional intelligence to maximise team outcomes.

varying cultural expressions of emotion

Promote the development of emotional intelligence in others.


building workplace relationships

Recognise and address the emotional strengths and weaknesses of others.

how do you do it at work?

Are you ready?
We'll take you through it step-by-step below.

Leaders and managers have to work together...

Leaders focus on why you do what you do, managers focus on what to do (and what to measure), but the team comes up with the process and how to do it.You don’t just want them to do it. You want them to want to do it. It is easier for both leaders and managers to get the team to do things if the ideas come from the team.

To allow the team to hold themselves accountable for their actions, you need to have clear Key Performance Indicators (KPI) that tell the team how close they are to reaching the goals.

Sport is played for fun, but it still has KPIs so people know how they are going. Usually just time, and the number of times a goal is reached in that time. Business KPIs should also be that simple.

If you praise people for being “the best”, research shows they will choose the easier tasks next time. However, if you praise people for the effort put in following the process, even if the goal was not reached, people will still choose harder tasks next time and work with  others to improve the process.

Who do you want on your team? Business leaders and managers mistakenly think they automatically fit into the team, but this is not the case. “They” are the team, so you have to work out (first) where you fit in too.

Know Yourself

conduct an analysis to identify own emotional strengths, weaknesses, stressors, emotional states and triggers, and send the link to get feedback from others

identify workplace situations and environments that may trigger an emotional response

What if situations

recognise and respond to the emotional states of others, and model behaviours that demonstrate management of emotions



recognise the impact that cultural behaviours and beliefs may have on workplace interactions

not OK?
That's OK

promote the development of emotional intelligence in others

Build your tribe

use emotional intelligence of self and others to enhance team performance


Want more?

This is just an example unit. we are in the process of recording experts to add their videos into the units as part of our speaker development program for Small Business consultants and Business Owners.


We think they are awesome, and they are happy to tell you what they do.We will get them to keep us up-to-date with the latest technology, and a bunch of free tips along the way. 


The content has been put together by a trainer currently delivering the Diploma of Business to international students, and has just been through an ASQA Audit.

You can have constantly added new content to use for training, and review we each unit every 6 month and update it for you.


If you want to learn more, we can refer you to our growing list of helpers.

You’ll get access to 2 units like this for an introductory price of $7 per student per month, and you can change units each month. 


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