Course Content
Prepare to develop emotional intelligence
1.1 Develop evaluation criteria for assessing emotional strengths and weaknesses 1.2 Assess emotional strengths and weaknesses against evaluation criteria 1.3 Identify and analyse potential emotional stressors in the workplace 1.4 Identify methods for responding to emotional stressors 1.5 Seek feedback from others to identify and confirm methods for responding to emotional stressors in the workplace
Develop your emotional intelligence
2.1 Analyse and document emotional responses of co-workers 2.2 Develop a plan for identifying and responding to a range of emotional expressions 2.3 Apply techniques that indicate flexibility and adaptability in dealing with others in the workplace 2.4 Apply techniques that show consideration for the emotions of others when making decisions 2.5 Consult with relevant stakeholders and identify improvement areas for own emotional intelligence
Promote development of emotional intelligence in others
3.1 Identify workplace opportunities for others to express their thoughts and feelings 3.2 Develop tasks for assisting others to understand effect of personal behaviour and emotions on others in the workplace 3.3 Implement identified opportunities and tasks in the workplace according to organisational policy and procedures
BSBPEF502 Develop and use emotional intelligence
About Lesson

In this lesson, we’ll now turn to the last two elements of the mixed model, so we can look at common strategies for improvement. 

  1. Empathy: Empathy is the ability to understand and share the feelings of another. It’s crucial for building and maintaining relationships. While empathy comes more naturally to some than others, there are ways of improving this skill with a little dedication and practice.
  • Active Listening: This involves fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker. It includes listening with all senses and giving full attention to the speaker. By engaging in active listening, you signal to the speaker that you value their message and are trying to understand it deeply. This can involve nodding, maintaining eye contact, and providing verbal affirmations like “I see” or “I understand.” By actively listening, you’re not only understanding the content of what’s being said but also the emotional undertones. This deeper understanding can significantly enhance your empathy towards the speaker, as you’re more attuned to their emotional state.
  • Paying Attention to Body Language: A large part of communication is non-verbal. Paying attention to body language allows you to pick up on the emotions and feelings that might not be explicitly expressed through words. This can include facial expressions, posture, gestures, and eye movements. For instance, if someone says they’re fine, but their body language suggests otherwise (e.g., crossed arms, lack of eye contact, or a slumped posture), it might indicate that they’re not as fine as they claim to be. Recognizing these non-verbal cues can provide a deeper insight into someone’s emotional state, enhancing your empathetic understanding. It’s important to be sensitive and respectful when interpreting body language, as different cultures and individuals may have varying expressions of emotion.
  • Genuinely Trying to See Things from Another’s Perspective: This involves putting yourself in someone else’s shoes and trying to understand their feelings, thoughts, and perspectives. It’s about imagining yourself in their situation and considering how you would feel. This can be challenging, especially if their experiences are vastly different from your own, but it’s a critical component of empathy. By making a genuine effort to see things from another person’s viewpoint, you acknowledge the validity of their feelings and experiences, which can lead to a deeper emotional connection. This can also help in reducing biases and prejudices, as you’re actively trying to understand and respect differences.


  1. Social Skills: Effective social skills are an outcome of high emotional intelligence. These include skills like effective communication, conflict resolution, leadership, and the ability to build and maintain relationships. Two strategies for improving your social skills and learning how to resolve conflicts, and understanding the dynamics of non-verbal communication.


  • Firstly, Practicing Active Listening: Active listening goes beyond merely hearing words; it involves engaging with and understanding the speaker’s message on a deeper level. By practicing active listening, you show respect and interest in what others have to say, fostering a positive and open communication environment. This involves maintaining eye contact, nodding, and using affirmations such as “I understand” to signal that you are fully engaged. Active listening also means withholding judgment and advice until you are certain you’ve fully grasped the speaker’s intent and emotions. This skill can improve relationships, as it makes others feel valued and understood, and can prevent misunderstandings that might lead to conflicts.


  • Learning Conflict Resolution Techniques: Conflicts are inevitable in social interactions, but the ability to resolve them effectively is a crucial social skill. Learning and applying conflict resolution techniques can improve your interactions by fostering a constructive approach to disagreements. Techniques may include staying calm, expressing feelings and needs clearly and respectfully, actively listening to the other party’s perspective, and collaboratively finding a solution that satisfies all parties involved. Understanding how to de-escalate conflicts and negotiate solutions can lead to more positive outcomes, strengthen relationships, and enhance your reputation as a competent and empathetic individual.


  • Understanding the Dynamics of Non-verbal Communication: Non-verbal cues, such as body language, facial expressions, and tone of voice, play a significant role in communication. Being attuned to these signals can greatly enhance your social interactions. For example, understanding when someone’s body language indicates discomfort can allow you to adjust your approach or topic of conversation to put them at ease. Similarly, being aware of your own non-verbal cues can help you communicate more effectively and appear more approachable and empathetic. This awareness can lead to more positive social interactions, as non-verbal communication often conveys emotions and intentions more powerfully than words alone.