EMILLECT 2024/2025 ACADEMIC YEAR ©2024 EMILLECT. ALL RIGHTS RESERVED FIRST PUBLISH OCTOBER, 2024
FAM104 Module 1 Questions and
Answers – Updated 2024
1.1 Identify the four skills of emotional intelligence - Answer✔✔-Self Awareness, Self
Management, Social Awareness, Relationship Management
Self Awareness - Answer✔✔-being able to understand what you are feeling (1.1 Identify the
four skills of emotional intelligence)
Self Management - Answer✔✔-being able to handle your emotions (1.1 Identify the four skills
of emotional intelligence)
Social Awareness - Answer✔✔-being able to understand other people's emotions (1.1 Identify
the four skills of emotional intelligence)
Relationship Management - Answer✔✔-being able to synthesize your emotions and the others'
emotions to manage interactions successfully (1.1 Identify the four skills of emotional
intelligence)
1.2 Identify the four common factors affecting individuals' preferences in the workplace -
Answer✔✔-Cognitive style, Age/generation, culture, household situation
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Cognitive style - Answer✔✔-Provides clues as to the ways in which you are most comfortable
dealing/communicating with your teammates. (1.2 Identify the four common factors affecting
individuals' preferences in the workplace)
Group structure - how is it defined, how do they develop, what is it's importance? - Answer✔✔-
Structures, such as organizational charts, help us make sense of different relationships within an
organization. Structures represent the "formal" part of an organization.
Structures develop through two basic processes and develop over time. Structures can be
dictated by persons with authority or may emerge over time as individuals adapt the behaviors
to take on new roles.
(1.3 Identify group structure and group norms, how they develop and are defined, and their
importance)
Group norms - how are they defined, how do they develop, what is it's importance? -
Answer✔✔-Norms are accepted standards of behavior shared by the team members.
These norms may be influenced (develop) by explicit statements, critical events, the first
behavior emerging, or a carry-over behavior.
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Teams develop norms to regulate and guide member behavior.
(1.3 Identify group structure and group norms, how they develop and are defined, and their
importance)
Explicit statements - Answer✔✔-Statements or directives made by a group member (most often
a formal or informal leader).
(1.3 Identify group structure and group norms, how they develop and are defined, and their
importance)
Critical events - Answer✔✔-Events in a group's history which cause group members to reassess
their existing rules, procedures, processes, or relationships.
(1.3 Identify group structure and group norms, how they develop and are defined, and their
importance)
Primacy - Answer✔✔-The first behavior pattern to emerge in a group
(1.3 Identify group structure and group norms, how they develop and are defined, and their
importance)
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Carry-over behaviors - Answer✔✔-Some norms carry over the group members' experiences in
other groups. Common norms may exist across occupational, ethnic, athletic or social groups.
(1.3 Identify group structure and group norms, how they develop and are defined, and their
importance)
Competitive (conflict resolution) - Answer✔✔-People who tend to lean towards a competitive
style take a firm stand, and know what they want. They usually operate from a position of
power, drawn from things like position, rank, expertise, or persuasive ability.
This style can be useful when there is an emergency and a decision needs to be made fast;
when the decision is unpopular; or when defending against someone who is trying to exploit
the situation selfishly. However, it can leave people feeling bruised, unsatisfied and resentful
when used in less urgent situations.
(1.4 Identify conflict resolution techniques)
Collaborative (conflict resolution) - Answer✔✔-People tending to lean towards a collaborative
style try to meet the needs of all people involved. These people can be highly assertive but
unlike the competitor, they cooperate effectively and acknowledge everyone is important.
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