FPC007B Client Engagement Skills - Assignment 2

Question 1 Identifying competencies and gaps

This assignment is designed to help you identify the competencies and behaviours that support ongoing client relationships during emotional periods of anxiety and anger. Assignment 1 should be used very briefly to set the context of Assignment 2.

Write your assignment with specific analyses of your competencies (e.g. strengths) and competency gap (e.g. further learning) as indicated by the Genos emotional intelligence survey in Topic 2; the communication styles survey in Topic 3; and your observations of consumer behaviour in Topic 4.

You should discuss the following five (5) points at a minimum in your assignment.

1. Recall that Assignment 1 required you to identify a key business problem, the context of which can be elaborated with concepts of behavioural finance. Based on the context, you are required to give brief examples (strengths and weaknesses) of the general level of emotional intelligence across a group you can observe (e.g. your work colleagues or the people you interviewed). Apply Daniel Goleman’s emotional intelligence competency framework, presented in Topic 2. The objective is to observe emotional intelligence behaviours in practice.
2. Critically evaluate your emotional intelligence strengths and weaknesses relative to your observation group. Consider elements from your environment that impact on your strengths and weaknesses and how you can leverage off your strengths to take advantage of opportunities and overcome threats that impact your weaknesses. Apply your Genos emotional intelligence survey results. The objective is to identify opportunities where you can support your group and manage threats that you need to overcome as a group, and areas where you should rely on support from the group.
3. Evaluate your communication style (e.g. each element within the communication style survey). Comment on the implications of your style and others’ possible perceptions of your authenticity.
4. To gain a better understanding of prevalent biases in your workplace environment among clients and/or colleagues, administer three (3) copies each of the bias identification quiz and the BIT orientation quiz (yours and two (2) colleagues). Once the data collection has been completed, analyse the results and then provide practical explanations of causes and consequences of identified bias behaviours (from the bias identification quiz). Also, provide practical descriptions of the results from yourself and your colleagues (from the BIT orientation quiz results).
5. Based on your own results from self-assessment and associated observations and conclusions of your analysis of your observation group, reflect on how these can be applied to a professional development plan for yourself and your business/colleagues. In terms of colleagues/business — you might consider a more strategic view which may include, but are not limited to, the client value proposition, financial outcomes, client outcomes, process outcomes and HR outcomes in developing objectives and action plan.

At a minimum for a pass grade, your assignment must adequately satisfy the learning outcomes defined for this assignment.

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