Cultural Capabilities Report: Analysis of Faulty Towers Episode

This report analyzes cultural capabilities within a workplace setting, using a clip from the television show "Faulty Towers" as a case study. The report begins with an introduction to cultural safety and capability, defining it as an attribute influenced by factors like religion and language. It then summarizes the video clip, focusing on communication problems and the handling of complaints between characters. The analysis section examines the role of empathy, body language, and intercultural communication, as well as the impact of culture shock and cultural differences. The report highlights observations such as the lack of empathy, poor body language, and communication barriers. It also provides recommendations for improving communication skills and creating a more conducive environment. The conclusion reiterates the importance of cultural capabilities and offers suggestions for improving employee interactions and customer service. The report references several academic sources to support its claims.

Running head: CULTURAL CAPABILITIES 1
Cultural capabilities
Student’s name
Professor’s name
Institutional Affiliation
Date

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Table of contents
Table of contents.........................................................................................................................................2
Applying Cultural Capabilities Report..........................................................................................................3
Introduction.............................................................................................................................................3
Background..........................................................................................................................................3
Aim......................................................................................................................................................3
Scope...................................................................................................................................................3
Summary of the video clip...................................................................................................................4
The observations.................................................................................................................................5
Analysis....................................................................................................................................................5
Empathy..............................................................................................................................................5
Body language.....................................................................................................................................6
The intercultural communication........................................................................................................6
Culture shock.......................................................................................................................................6
The cultural differences.......................................................................................................................7
Recommendations...............................................................................................................................8
Conclusion...........................................................................................................................................8
References...................................................................................................................................................9

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Applying Cultural Capabilities Report
Introduction
Background
Cultural safe and capability is an attribute within a group of individuals described by an
aspect like the religion, language and an individual's lifestyles (Doutrich, Arcus, Dekker, Spuck
& Pollock-Robinson,2012). Different individuals within different societies or communities have
various cultures though they are similar. Culture identifies a group of the individuals that reside
at a specific location. Successful Business organisations are the organisations whose work has a
rich, clear set of objectives. The employees and the management can understand and achieve the
exact and long-term goals of the business. Therefore, possessing cultural intelligence offer
significant insight into an individual's capability in coping with a multi-cultural condition. That
means many companies will need an employee with the ability to achieve a census in a different
cultural perspective (Charoensukmongkol,2016).
Aim
The report will provide a summary, examination and the description of unsafe working
space. It will as well recommend improving the regenerative abilities of Polly, Mrs Alice
Richard and Manuel the main characters in the video clip.
Scope
The primary objective of this report is to outline the attributed in the handling complaints
video season 2-episode one clip staged in Faulty Towers. The video will be used to show
powerful capabilities and sustaining a culturally safe space within a working place.

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Summary of the video clip.
The video clip to be examined in this case has been staged in the Faulty Towers. The
video clip is about the communication problems, and handling of complaints season 2 episode 1.
This is one of the shows aired in the BBC television program. The main characters in the video
clip are Polly, Mrs Alice Richard and Manuel. The multi-media clip is primarily in the
workplace in Faulty Towers guest house. The event is staged at the reception where one of the
waitresses by the name Polly is serving the guest online of service called Thurston. Mrs Richard
is depicted as on one of those hot-tempered women, and when she storms back, she does not
mind the guest being served. She immediately demands the change with no excuse. Polly feels
it's not fair to help her without attending to the needs of Thurston first. Mrs Richard claims she
has the taxi driver on wait with a thunderous voice that offsets the waitress. She then demands
from the waitress to request the guest to allow him served first. The guest understands the
situation, and the request by the woman is granted.
A few minutes later Mrs. Richard comes back and this time round demands to be shown
the room she had booked. The woman is ready to wait until Polly finishes serving Mr Thurston.
Mrs Richards thinks she should be served first and then ignored at the first point, treats it as
incompetence. The woman is a bit stubborn to an extent; the waitress maliciously refers her to
who has the language barrier. The two are not able to understand each other at all. Thus leaving
Mrs Richard with an impression that the manager of the hotel is C.K. Watt from Barcelona.

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The observations.
The working place setting does not provide unsafe place does not give enough space
between the waitress and the clients (Schwartz,2012). The other hazardous cultural is observed
in point where is the way Mrs Richard does not show the empathy when she refuses to allow the
client to be served before her. The waitress Show no understanding with Mrs Richard after
telling her that the taxi driver is waiting. There is lack of respect by the waitress which is seen by
the way. She shouts to Mrs Richard. Mr Thurston understands the situation and allows Mrs
Richard to be served first. Polly, the waitress, is not ready to assume the position of Mrs Richard.
The body language is observed where Polly stares at Mrs Richard suggestively not prepared to
listen to her.
Analysis
Empathy
In some instances, individuals are mostly found within the unpleasant emotional issues
that call for understanding a lot of cultural intelligence in handling them. Understanding is a
cognitive procedure that identifies the thoughts, feelings and attitudes of the other people.
According to (Martin & Nakayama 2013) agreement is a vital aspect in apprehending that
establish an appropriate interpersonal connection. The lack of empathy by the waitress at the
reception creates difficulties in solving Mrs Richard's issue. This creates the unconducive
environment for Polly in attending the next guest on the line. Having empathy helps a person to
understand what other people could be experiencing. For instance, Mr Thurston on the service
line understands the situation of the waitress and Mrs Richards thus allowing the woman to be

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served. Though, Mrs Richards returns later and makes their conversation difficult. Thus, making
Polly lose her concentration towards helping Mr Thurston.
Body language
Most of the time, our body language plays a crucial role in informing the other
individuals. The kind of the body language creates an impression of whether the person
approaching is ready to satisfy your needs. The facial expression shown by Manuel creates a
promising fact that the man would solve her problems. Manuel creates unsafe working space at
the reception in the fact that has a poor communication problem.
The intercultural communication
Concerning (Ang & Van Dyne,2015), culture is not only applied in the literature, arts and music
but also in the shared beliefs, values, attitudes and the behaviours. For instance, the way the
individuals relate to other people in resolving issues. This aspect is demonstrated by the view
expressed by Mrs Richard whose negative attitude towards the waitress creates a significant
challenge in addressing the problems within a business organisation. The woman is disrespectful
to both the guest and to the waitress, a behaviour that leads to an interruption. The waitress as
well does not respect the condition of Mrs Alice Richard but instead shouts at her. In return, the
lady shouts back and reminds the waitress she is not deaf. Therefore, excellent communication is
essential and varies depending on the background of each. With regards to (Asante, Miike &
Yin, 2013) communication is a type of a verbal remark meant to a single individual. It's
unfortunate that Mrs Richard wants to be served at the same time when Mr Thurston is being
served. The behaviours by Mrs Richard upsets Polly to the extent of acting in an unprofessional
way.

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Culture shock
Culture shock can be defined as the effect of moving to unfamiliar cultures. This one of
the experienced faced by the individuals who travel to other states to work, study or live
(Vernon, 2014). The experience could be felt to some extent despite in abroad for holiday
purposes. This one the culture intelligence that can be experienced by any person (Van der Zee
& van, 2013). The experience overwhelms the culture shock of the unfamiliar environment,
meeting the new faces and learning how individuals uniquely do their things. Culture shock also
incorporates the act of being segregated from the significant individuals in life (Furham, 2012).
These individuals could be family members, friends and colleagues. The aspect has been well
demonstrated at the reception where Mrs Alice Richard feels she should first be served because
she was the first person on the line. It's a shock to find the rule does not apply within Faulty
Towers. Manuel from Barcelona finds it difficult in communicating with Mrs Richard due to
communication barriers which makes it a problem in solving the complaint.
The cultural differences
The state and the individuals have cultural variances based on their traditions and customs, and
every country has its own cultures (Emmerling, & Boyatzis, 2012). The culture of a given
business or society can be described according to the social behaviours like dressing codes and
the language. The different cultural aspects can be put together to form a community. These
individuals within the business organisation or a society view conflicts in a very different way.
Some of the cultures within these communities view it in a positive dimension while other
individuals look at it as something that needs to be avoided (Giannetti & Yafeh, 2012). At the
reception, Polly tries all she can to avoid Mrs Richard. She goes ahead to serve the guest despite
the stubbornness by her. Mrs Richard is not giving hope until she can interrupt them creating a

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conflict between her and the waitress. The dispute is resolved when Manuel arrives, and Polly
refers her to him. The critical role played in making the decision is looked at different angles a
by the different cultures. For example, at the reception, Polly is delegating her responsibilities of
solving Mrs Richard issues to Manuel.
Recommendations.
To resolve a conflict efficiently, a skilled communication is essential. That involves creating a
conducive communication environment by listening correctly to client's complaints (Goleman,
Boyatzis & McKee 2013). That means, there is the need for Polly to understand the issue
presented by Mrs Richard and focus her perception on the subject. When a person fails to
communicate effectively, can be a big challenge in resolving a problem within a business. On-
verbal and verbal communication are vital. Therefore, the management in Faulty towers should
be able to sharpen the communication skills for the employees like Manuel by ensuring the
person can communicate properly. It was challenging for Mrs Richard to understand what
Manuel was saying which led her getting more agitated.
When people or live closely can result in personal problems. Concerning (Resnick Asterhan &
Clarke 2015), individual differences to some extent can impact the expectation and the goals of
the business organisation. This is due to the misunderstanding that might emerge within that
working place making it unsafe. Therefore, its essential for the management of the faulty towers
to introduce different desks at the reception that will facilitate appropriate ways of handling
customer's issues. For instance, a counter can be submitted to receive the guest alone, and the
other can be used in treating client's complaints.

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Conclusion.
Cultural safe and capability is an attribute within a society can be described as an aspect
of the religion, language and an individual's lifestyles. The video clip by the BBC television clip
represents unsafe space that requires the following to become a safe space. The cultural
experiences could be felt to some extent irrespective of the country or location. Any person can
experience culture intelligence. The expertise overwhelms the culture shock of the unfamiliar
environment, meeting the new faces and learning how individuals uniquely do their things. The
cultural capabilities of the employees need to be improved to provide better services.

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References
Ang, S., & Van Dyne, L. (2015). Handbook of cultural intelligence. Routledge.
Asante, M. K., Miike, Y., & Yin, J. (Eds.). (2013). The global intercultural communication
reader. Routledge.
Burtch, G., Ghose, A., & Wattal, S. (2013). Cultural differences and geography as determinants
of online pro-social lending.
Charoensukmongkol, P. (2016). Cultural intelligence and export performance of small and
medium enterprises in Thailand: Mediating roles of organisational capabilities.
International Small Business Journal, 34(1), 105-122.
Doutrich, D., Arcus, K., Dekker, L., Spuck, J., & Pollock-Robinson, C. (2012). Cultural safety in
New Zealand and the United States: Looking at a way forward together. Journal of
Transcultural Nursing, 23(2), 143-150.
Emmerling, R. J., & Boyatzis, R. E. (2012). Emotional and social intelligence competencies:
cross cultural implications. Cross Cultural Management: An International Journal, 19(1),
4-18.
Furham, A. (2012). Culture shock. Revista de Psicologéa de la Educación, 7.

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Giannetti, M., & Yafeh, Y. (2012). Do cultural differences between contracting parties matter?
Evidence from syndicated bank loans. Management Science, 58(2), 365-383.
Goleman, D., Boyatzis, R. E., & McKee, A. (2013). Primal leadership: Unleashing the power of
emotional intelligence. Harvard Business Press.
Martin, J. N., & Nakayama, T. K. (2013). Intercultural communication in contexts. New York:
NY: McGraw-Hill.
Resnick, L., Asterhan, C., & Clarke, S. (2015). Socializing intelligence through academic talk
and dialogue. American Educational Research Association.
Schwartz, S. (2012). Mapping and interpreting cultural differences around the world. In Value
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Van der Zee, K., & van Oudenhoven, J. P. (2013). Culture shock or challenge? The role of
personality as a determinant of intercultural competence. Journal of Cross-Cultural
Psychology, 44(6), 928-940.
Vernon, D. F. (2014). Intelligence and Cultural Environment (Psychology Revivals). Routledge.

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