1. Briefly explain what each of the following principles of emotional intelligence means . Then provide at least one example of practices or strategies that can be used to apply each principle at work.

• Self-awareness
• Self-management
• Social awareness
• Relationship management

Principle	Brief explanation	Example of practice or strategy
Self-awareness
Self-management
Social awareness
Relationship management

2. Give three (3) examples of strategies you can use to communicate in a team where individuals have different ways of expressing emotions because of their cultural backgrounds.

3. Briefly explain how the following non-verbal cues could be misunderstood when used by different cultural groups.

Non-verbal cue	How it could be misunderstood
Eye contact
Gestures
Paralanguage (voice, tone, pace, pitch rhythm, style)
Body language

4. The CEO of your organisation is about to make an announcement to all staff that the tough economic conditions have necessitated cost cuts, and that 10 per cent of positions will be made redundant. This means that two people in your immediate team will be let go. The members of your team have been working closely with each other for many years.

How can you use emotional intelligence to keep the performance of your team on track after the announcement is made? Name at least three (3) actions you could take.

Case Study for Questions 5, 6 and 7.

Barbara is an accountant and thoroughly enjoys the interaction with others that she has in the workplace.You are Barbara's manager. You find Barbara personable and trust worthy,andsheis always available to listen to you and others when they have a work-related issue or grievance. As a result, Barbara has developed positive relationships with many of her colleagues, increasing her job satisfaction.

In a meeting, Barbara puts forward the idea of implementing a mentoring program in the organisation. Troy, another accountant in your team, quickly dismisses Barbara's suggestion, arguing a lack of time and resources to implement the program. Troy is dismissive of Barbara's idea despite her having spent time putting a presentation together for the meeting.

After the meeting, Barbara sends Troy an email requesting that he look at her presentation. He ignores the email and doesn't respond. Barbara takes Troy's response personally and begins to feel unappreciated, unsupported, and less confident in her abilities. She bottles up her emotions and begins to have trouble finding enjoyment in her work tasks.

You notice a change in Barbara's mood and that she finds it harder to stay motivated and enthusiastic when you are around her. When you ask her how she is feeling, Barbara's emotions come to the surface, and she describes how disconnected she feels from both Troy and the organisation.

5. How could you assist Troy to better understand the effect of his behaviour on Barbara's emotional state?

6. What does Barbara's behaviour indicate and what aspects of Barbara's emotional intelligence could be developed further?

7. Name at least three (3) constructive actions that you could help Barbara to take that will enable her to build a better relationship with Troy.