Cultural Capability Report

Running head: CULTURAL CAPABILITY REPORT 1
Cultural Capability Report
Student’s Name
Institution
Date

CULTURAL CAPABILITY REPORT 2
Table of Content
1. Introduction...................................................................3
1.1. Background...................................................................3
1.2. Aim............................................................................3
1.3. Scope...........................................................................3
2. Summary and Observations.................................................3
2.1. Summary of the Video Clip.................................................3
2.2. Observations...................................................................4
Table 1...................................................................................4
3. Analysis.........................................................................5
3.1 Awareness of body language.....................................................5
3.2 Empathy.............................................................................5
3.3 Intercultural Communication.....................................................6
3.4 Cultural Shock......................................................................6
4. Recommendations..............................................................6
5. Summary and Conclusion.....................................................7
References................................................................................8

CULTURAL CAPABILITY REPORT 3
1. Introduction
1.1. Background
Cultural capabilities and safe spaces go hand in hand. The way that a person approaches
issues in any given field dictates if space will be safe or not. In layman's language, the cultural
capability can be termed as the ability to have the skills and competence to deal with issues in a
way that is respectful and friendly. With cultural capabilities, it becomes easier for a person to
deliver services in line with the needs of the people who need the services. Possessing cultural
capabilities fosters a safe space, and this is because cultural capabilities help one to consider the
cultures of others as well as their emotions and feelings (Spiers, 1979). Safe space is an
environment where each person feels as part and parcel of the larger society. In a safe space,
discrimination and stereotyping do not take place.
1.2. Aim
The report is aimed at looking into the video and identifying issues that are associated with
cultural capabilities and safe spaces (Spiers, 1979). The report will state if the people involved
demonstrate their possession of cultural capabilities and if the environment is safe for the people
who are either receiving services or holding dialogues with the characters involved.
1.3. Scope
The focus of the report will be on the video; Handling Complaints. The scene that will be
focused on is where the receptionist is offering service to both the woman and man customer
(Spiers, 1979). From the perspective of the service provider, space is safe, and this is because she
is not exposed to any discrimination or abuse.
2. Summary and Observations
2.1. Summary of the Video Clip
The video clip that has been used in this case is Fawlty Towers, Communication Problems,
Handling Complaints, Season 2 Episode 1 (BBC Television program) which was released back
in 1979. The video takes the workplace setting and to be specific in a hotel. The area of operation
in a hotel that has been highlighted is the front office where the customers check in and check
out of the hotel. To enhance the understanding of the viewer, the setting of the scene has been