Cultural Capability Report

This report analyzes a video clip to identify issues associated with cultural capabilities and safe spaces. It examines the behavior of the service provider and the environment's safety for customers. The report recommends that cultural capabilities are essential to maintain the safety of space.

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

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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

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matched with that of an actual hotel (Spiers, 1979). Also, the producer has included the activity
of checking out a customer which is not relevant to the case but helps the viewer to have an idea
of the setting as well as the activities that take place in the setting. The video clip has only
mentioned the main characters who are Polly and Manuel (Spiers, 1979). Polly is the lady who
offers services to the customers who are checking in and checking out of the hotel at the front
office. Manuel is the attendant of the customers who make sure that the customers are helped to
access their rooms. Other characters in the video clip have been addressed as ladies and
gentlemen.
2.2. Observations
The video clip exposes an environment that is safe for the customers, and this is because
Polly demonstrates that she has cultural capabilities that help her to deliver services in line with
the needs of the customers. Polly is however faced with the challenge of dealing with a woman
who seems to have no regard for other customers at the hotel. Polly tries to make sure that she is
of service to all customers and that shows that she was culturally competent. At the same time,
she does not use offensive language to the woman who is stubborn, and that shows that she
creates a safe environment for all customers. The table below demonstrates the cultural
intelligence of Polly;
Table 1
Scene physical factors Communication Signs of
inclusion
Display
When the woman
checks in
Space is safe,
and the woman is
not rushed out or
chased
Polly tells her to
wait
Polly
acknowledges
the woman but
requests her to
wait
Culturally
intelligent
When the woman
asks for change
Space is safe,
and the woman is
not rushed out or
chased
Polly asks
permission from
the current
customer
Polly asks
permission from
the current
customer
Culturally
intelligent

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When the woman
asks to be served
Space is safe,
and the woman is
not rushed out or
chased
Polly refers the
woman to
Manuel
Polly refers the
woman to
Manuel
Culturally
intelligent
3. Analysis
The video clip can be divided into three different scenes which will be analyzed to dictate if
the space was safe or not (Sparke & Mitchell, 2017). The first scene is where Polly is offering
services to the customers who are checking in. When the video clip begins, Polly is working
alongside the boss, and she is attending to other men who are checking in the hotel. Each of the
men comes with the expectations of being served and it is evident that each gentleman is served
with all respect and dignity (Sharp, McAllister, & Broadbent, 2016). Space is safe for every
customer, and this is because of the type of services that Polly is offering to the customers.
3.1 Awareness of body language
In respect to the first scene, there are different factors that prove that space is safe. The first
factor is associated with the tone that Polly uses when she is offering services. The tone that a
service provider uses has the power to distort or affect the safety of the space. When the service
provider is rude, space is not safe. Looking at the way that Polly is serving the men who are
checking in, it is evident that she is not rude (Network, 2016). Polly uses the words "gentleman"
and "thank you," and these are the words that show etiquette and respect to the person who is
receiving the services. At the same time, the tone of Polly is low, and she uses a friendly tone to
address the customers. Polly also makes sure that there is order in the front office. Despite the
fact that Polly is serving several customers, she makes sure that each customer feels as part and
parcel of the important customers. The approach that a service provider takes when he or she is
about to serve the customers determine if space will be safe or not (Quappe & Cantatore, 2005).
For example, when one takes an approach that shows that he or she does not value the customer,
the environment might not be as safe as it is supposed to be.
3.2 Empathy

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A person who is culturally competent serves people with all decency, and he or she is careful
when it comes to his or her choice of words (Mitchell & Sparke, 2018). He or she fits in the
shoes of the customers in one way or another. Polly has demonstrated that she is careful with
what comes out of her mouth. She is decent and handles the customers in a professional way
(Shin, 2005). The customers that seek the services of Polly might be different in age and genders,
but she has demonstrated that she can handle all customers equally. As a result, space has been
safe, and all customers have been served the way they deserve.
3.3 Intercultural Communication
The second scene is when the woman asks for the change. In the process of serving the
gentleman, the woman demands a change. Polly takes it upon herself to explain to the woman
that there is a man who is receiving her service at the moment. The language that Polly uses is
friendly because she does not neglect the man to serve the woman, but instead, she explains to
the woman that she is serving another person (Holley & Steiner, 2005). Creating a safe
environment is fostered by the aspect of trying to make sure that conflicts are alienated. Polly
takes it upon herself to ask for permission from the man that she is serving to attend to the
woman with the hope that the woman will leave them in peace (Hunter, 2008). Therefore, in this
respect, it is evident that Polly tries to create a space that is safe.
3.4 Cultural Shock
The third scene is when Polly checks in the woman and hands her the keys to her room.
Despite Polly being introduced to a culture that she feels that is strange, she still serves the worm
with respect. Considering the disturbance that the woman brings to the hotel, it is likely for Polly
to be angry and utter words which might be offensive (Flanja, 2009). However, Polly keeps her
calm and serves the woman as if there was no conflict between them. In this respect, it is evident
that Polly creates a safe environment despite the fact that the woman has already proven to be
chaotic.
4. Recommendations
From the perspective of the service provider, there is no doubt that the space is safe. The
reason for associating the environment with the service provider is because she is the one with

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the capability to control what happens around the hotel (Brislin, Worthley, & Macnab, 2006).
Different aspects have made the environment safe, and they are all tied to Polly. The first aspect
is the power of intercultural communication. Polly was exposed to a scenario where another
woman depicted a culture that could make the environment unsafe, but she was careful to make
sure that the culture of the woman is contained (Andersson, 2015). Empathy is evident, and that
is Polly shows concern when the male customer asks for direction to reach a destination that he
does not know about. The body language that Polly uses shows that she is motivated to make the
environment safe. She keeps calm all the time regardless of the situation.
5. Summary and Conclusion
The safety of any space can be controlled and dictate by the people who are responsible for
offering services. The cultural capabilities come in place to make sure that a person is able to
deal with people from a different culture without offending them in any way. The video has
demonstrated that when a person has the cultural capabilities, he or she is in the best position to
make sure that space is safe. The way Polly has handled the customers at the hotel has shown
that she has the cultural capabilities that are essential to maintain the safety of space.
References

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Andersson, K. (2015). Consensus shaping and safe space public participation processes. In Key
topics in the deep geological disposal. Conference report.
Brislin, R., Worthley, R., & Macnab, B. (2006). Cultural intelligence: Understanding behaviors
that serve people’s goals. Group & Organization Management, 31(1), 40-55.
Flanja, D. (2009). Culture shock in intercultural communication. Studia Universitatis Babes
Bolyai. Studia Europaea, 54(4), 107.
Holley, L. C., & Steiner, S. (2005). Safe space: Student perspectives on classroom
environment. Journal of Social Work Education, 41(1), 49-64.
Hunter, M. A. (2008). Cultivating the art of safe space. Research in Drama Education, 13(1), 5
21.
Mitchell, K., & Sparke, M. (2018). Hotspot geopolitics versus geosocial solidarity: Contending
constructions of safe space for migrants in Europe. Environment and Planning D: Society
and Space, 0263775818793647.
Network, S. S. (2016). What is a Safe Space?. Safe Spaces Network. Available at
http://safespacenetwork. Tumblr. Com/Safespace (accessed 20 November 2016).
Quappe, S., & Cantatore, G. (2005). What is Cultural Awareness, anyway? How do I build
it. Retrieved July, 17, 2008.
Sharp, S., McAllister, M., & Broadbent, M. (2016). Reorienting cultures of nursing care through
the development of a psychosocial safe space. In Proceedings of the 2nd International
Critical Perspectives in Nursing and Healthcare Conference (pp. 267-280). University of
Sydney.
Shin, H. H. (2005). Institutional safe space and shame management in workplace bullying.
Sparke, M., & Mitchell, K. (2017). Contending Constructions of Safe Space for Migrants:
Hotspot Geopolitics Vs Geosocial Solidarity. Environment and Planning D: Society and
Space.

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Spiers, B. (Director). (1979, Feb 19). Fawlty Towers, Communication Problems, Handling
Complaints, Season 2 Episode 1 (BBC Television program) Retrieved from
https://www.youtube.com/watch?v=6_cDmwlbVkg
Stengel, B. S., & Weems, L. (2010). Questioning safe space: An introduction. Studies in
Philosophy and Education, 29(6), 505-507.