You are currently employed as a Full-Time staff member at NovaBusiness, a business solutions company in Surfers Paradise. You have been working as the Office Manager there for 3 years. When you started in your role, there was a lack of organisation and structure to the way the Administration department and other office managers conducted their duties. During the past 3 years you have created order and processes that have assisted in the overall productivity of the office environment.

NovaBusinessfounder, Daniel Jackson, has called you into his office to discuss your yearly employment review. He states the below:

'Over the past 12 months we as a company have benefited from your dedication, organisation and leadership qualities as the Office Manager.

Looking at your KPIs (Key Performance Indicators), we can see that you have exceeded your intended targets. The Administration Department has grown due to your pro-active nature, the office culture has also benefited from your positive 'go get-them' attitude'.

Upon review of your overall performance in the last financial year, we feel your overall staff rating falls under the 'Exceeds Expectations' category. This means you will receive a 5% pay increase effective as of the next financial year.

Daniel also requests that in the next 12 months, your Key Performance Indicators (KPIs) include hiring and training a new Office Manager. While he feels you are competent at your job, he would like to see this workload be shared across two Office Managers rather than have one responsible for the training and implementation of this successful office structure. This would mean you will have to recruit and train a staff member who will have a role level to yourself, on the same wage as you.

Question 1

As the Office Manager at NovaBusiness, it is important to be able to identify and evaluate the impact of your own emotions in the workplace. Reflect on how you would feel if you were the Office Manager in the case study. Evaluate your emotional strengths, weaknesses and stressors to help you to be aware of the impact of your own emotions.

1.Are you aware of your feelings in the workplace and why you feel that way? Explain your response.

2.In relation to developing a positive workplace culture in the future, what skills will you need to have as the Office Manager

Question 2

Assume the role of Office Manager and Reflect on Daniel's professional request. Explain three (3) personal stressors or emotional weaknesses that could result from this. List them below:

Question 3

If you were the Office Manager, what approach would you take to reduce the stressors and emotional triggers? Explain your response.

Question 4

As the Office Manager, you understand how important cultural diversity is in the workplace. Different cultures express emotions in different ways and may be triggers for emotional responses. For example, maintaining eye contact may be considered as respectful in many cultures, yet for some, it may be considered rude.

Research and describe a minimum of four (4) diverse cultural expressions of emotion which may be different to mainstream. What impact could each have on workplace relations?

Question 5

Describe three (3) strategies for showing respect for diversity and building emotional intelligence among the workplace team.