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BSBLDR511 STUDENT ASSESSMENT TASK 3.pdf - STUDENT...

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STUDENT ASSESSMENTTASK 3BSBLDR511Develop and use emotional intelligenceStudent Name:
2Assessment task 3: Case studyTask summary:You are required to review a case study and answer questions, and then conduct tworoleplay meetings with staff members.This assessment is to be completed in the simulated work environment in the RTOWhat do I need in order to complete this assessment?xAccess to textbooks/other learning materialsxComputer with Microsoft Office and internet accessxStaff Emotional Intelligence Report TemplatexRoleplay participant (assessor)When do I do this task?You can review the case study and answer questions at home in your own time or in theclassroom. But you must do the role play in the simulated work environment in the classroom –your assessor will advise.Write in your due date as advised by your assessor:___________________________________SubmitxSubmit staff emotional intelligence report.what do I need to do if I get something wrong?If your assessor marks any part of your report as incorrect, you will need to rewrite the requiredsections.BSBLDR51 STUDENT ASSESSMENT TASK 3Orange International Col ege Pty LtdVersion 2.1CRICOS No: 03446A | RTO No: 41315
3Carefully read the following:You are the Manager of a team of telemarketing staff for an on-line rental property business.The business specialises in finding both commercial and residential tenants for landlords, aswell as matching landlords with tenants.All staff work an eight-hour day from 9 am to 5.30 pm, with 30 minutes for lunch.The Operations Manager has described the following situation to you:Beryl is the Team Leader of the telemarketing group, responsible for:supervision and mentoring of a telemarketing team of eightoutbound sales calls to real estate agents, property managers and landlordsappointment setting for field sales teamsinbound query resolution and customer servicemaintenance of all customer contacts in the Customer Relationship management systemBeryl, aged 62, has been with the company for 3 years. She was born in Australia. She hasworked in sales most of her life. Beryl was hoping to retire at 60 but personal circumstanceshave meant she is continuing to work. Beryl is a very hard worker and achieves above therequired results for signing up tenants and landlords.One of the telemarketers that Beryl is responsible for is Yuko. Yuko is Japanese, aged 40 andhas been in Australia for 2 years. She speaks good English and gets on with her team members,although she is generally quiet. She has always been very reliable with her attendance at work.As the Operations Manager of the company and the overall manager of the team, you havenoticed recently that there is tension between Beryl and Yuko.You have noticed that Beryl often ignores Yuko or addresses her though another member of theteam. You have also noticed Beryl whispering to other workers and you sense that this is inrelation to Yuko.

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Term
Spring
Professor
N/A
Tags
B ryl, Yuko

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