3 Report on Applying Cultural Capabilities Assignment Sample
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Introduction
Cultural awareness and cultural intelligences plays a significant role in the workplace for creating the safe space environment (Baker, 2012). Due to globalization, it is estimated that employees work with different cultural group and cultural differences creates an unsafe environment for employees. Thus, it is requirement to understand different cultural group.
YouTube video link: https://www.youtube.com/watch?v=6_cDmwlbVkg “Handling complaints 2”.
Aims
The main aim of the report is to determine the cultural environment of the workplace and accordingly decide the process of handling customer complains. For this, the study presents the cultural environment of the chosen video (customer handling-2). Based on that, it is decide that such environment is considered as a safe or unsafe space.
Scope
The report scope is to learn about different cultural issues and problems that become barriers for the workplace as observed from the chosen video (customer handling-2). There are various scenes through which the cultural issues will be finding and based on that steps will be discussed (Imai & Gelfand, 2010). It is estimated that if the problem related to cultural is exist to a large extent then that workplace is not tend to be safe for the employees and customer also prefer less to visit the place.
Therefore, this report gives the brief explanation of the chosen video and describes the observation, summary, analysis etc. Depend upon the observation, the recommendations and conclusion is provided in this report.
Summary of selected Video Clip
“Fawlty Towers” is the TV show which is air in Sep 26, 2010. This video is considered to be appropriate in terms to explain the communication gap between the characters which result in poor customer handling. In addition to this, there are three main characters are shown in which one is hotel manager (poly) and two persons are the customers in which one is Mrs. Richard and other one is Mr Thurstan. At the same time, Manuel as a waiter also present as a waiter.
The story describes the poor customer handling system, communication gap as Poly did not handle properly to Mrs. Richard who’s interrupting constantly to the Poly when she was attending to Mr. Thurstan. In that case, it is clear reflecting the poor communication skill of poly side in regards to attend their customers. At the same time, mistake was also done from the Mrs. Richard side as she is frequently interrupting the poly when she already converse with other people. Similarly, there is also one issue that is also observed at the end of video clip with the Manuel (waiter) as he also fails to serve to the Mrs. Richard. Due he was not good in English speaking. Thus, such situations show the two issues firstly poor customer services and high communication gap exist between the characters.
Observations of video
On the basis of the “Fawlty Tower” summary, it is observed that behaviours of the characters are not appropriately as poly conversed with the Mrs Richard in a rude manner. Such behaviour is not being appreciable in the customers handling process. It is stated that effective cultural and safe environment is only exist when there is proper cultural awareness and cultural intelligences is present in the workplace. But according to the video clip, it is not safe environment for the different cultural group to work efficiently.
It is also observed that for the waiter Manuel, it was quite difficult to address the complaints of Mrs. Richard as he fails to understand her language due to he was a poor command over English language (Yitmen, 2013). Thus, all these scenes in the video indicate the communication barrier and less cultural awareness. From this, it is identified that there is unsafe environment exist for cultural diversity as manager has not shown any interest to resolve such issues.
This entire video explains inappropriate voice tone and wrong choice of words etc and it did not contribute towards the effective cultural awareness and cultural intelligences.
Analysis & Discussion
In the views of Van Dyne et al., (2010) cultural intelligences are crucial for creating the safe environment on workplace. It is because cultural intelligence allows to developing the healthy work environment by bringing improvement in communication network and flow of information. Similarly in context to Fawlty Tower, it is analysed that cultural intelligences was not incorporated well into their workplace as Poly didn’t manage the two clients at a time. Other staff member Manuel (waiter) also failed due to lack of communication exists between them. So in this case, language differences are the key factor of the communication.
According to Trompenaars & Hampden-Turner, (2011) cultural awareness was also not shown in the Video of customer handling-2 as the manager poly was also not assisting the Manuel to communicate with the Mrs Richard. It is finding that cultural awareness includes various aspects such as knowledge of different culture, understanding of diverse language and such practices creates the cultural awareness etc. This proves to be effective for the company to sustain in market. But such strategy is not seen in the “Fawlty Tower” which makes communication more aggressive. In support to this, Ndubisi, (2012) depicted that cultural awareness not only creates the safe work environment but it also allows to handling different cultural customers in an effective manner. It is because cultural awareness allows the management to understand different customer necessity and preferences and with the knowledge of their culture they could deal with customer appropriately. Therefore, it can be stated that cultural awareness and cultural intelligence is the vital aspects for creating the safe environment and to handle customers.
From the video clip, Baker (2012) also analysed that poly was also made a mistake by showing their aggressive behaviour to Mrs Richard who is asking for the change. Instead of that, she should manage the situation by attending both the parties equally. They need to make the Richard understand that she will surely address her problem but after handling grievances of Mr. Thurstan. Therefore, the poor customer handling skills of the poly is also finding under this video.
Discussion
From the “Fawlty Tower” analysis, it is determine that the main issues are the communication and ineffective customer services. That’s makes the unsafe environment. So it is clear that the management should address the issues which become a cause of poor customer handling. Likewise, it is shown that waiter (Manuel) is a Spanish this is why he didn’t have good command over the English then language become a barrier for him to converse with the Mrs Richards. In regards to this, communication gap and cultural awareness create the difficulty for addressing the preferences of Mrs. Richard who was stating their room preferences like she wanted the room which is in front of sea. But, due to the not developed the language understanding it makes the Mrs Richard angry. At the end, poly made hand over the key of her room (Imai & Gelfand, 2010). Thus, there is lack of proper management is exist in the “Fawlty Tower”. Based on the video clip, it is also find that hotel manager (poly) has possess high skills in terms of cultural understanding as she has a good command that’s why she is handling the customers well. But she fails to handle the Mrs Richard because of her continuous intervention into their services which made her anger. This is occurring because of lack of leadership skills as it will only be improve with the training programs. At last, it is discussed that poly has failed to successfully satisfy their clients. It shows the unsafe space for the employees as well for the customers. Due to existences of cultural communication barrier, not had proper trained staff, less workforces to address the customer queries etc.
Based on the clip, it is discussed that there is huge rush that is clearly shown in the video and poly was the sole manager that is seen which attended the customer problems. Besides that, management also didn’t train their waiter or other staffs to face diversify cultural. This creates the problems for them in regards to handle the multiple customers at a same time. So, in this regards there are various initiation that hotel should be undertaken for addressing the customer problems in an efficient manner.
Recommendations
On the basis of above discussion, it is recommended that poly “Fawlty Tower” should attend the workshop in order to learn the ways for addressing or handling the customers’ queries. At the same time, it also suggested that for the Manuel (waiter) or other staffs requires to initiating the training program and campaigns so that culture awareness, intelligence and capability would be develop at the workplace.
In addition to this, waiter is required to learn different language especially English to attend the customer and able to understand their preferences well. Through this, they can make the customer more satisfy. Since, improper customer handling also provide negative effect to staff so in that case, business should bring improvement in their customer services by making their employees train (Yitmen, 2013). This practice allows to easily handling different cultural group. Thus with the help of such recommendations, the hotel would convert into safe space for employees and staff.
Conclusion
The above stated that the study is more concentrating on the cultural awareness, intelligences and cultural capability with the aim to create the safe environment for workplace. Similarly from the video clips, it is concluded that the main issues which is highlighted in video is the communication gap, ineffective customer handling. Such situation is arising due to not present of cultural awareness and intelligences in the workplace. That’s why, it is considered as an unsafe environment. But with the implementing of proper training program, the workplace environment would convert into as a safe place.
References
Baker, W. (2012). From cultural awareness to intercultural awareness: Culture in ELT. ELT journal, 66(1), 62-70.
Imai, L., & Gelfand, M. J. (2010). The culturally intelligent negotiator: The impact of cultural intelligence (CQ) on negotiation sequences and outcomes. Organizational Behavior and Human Decision Processes, 112(2), 83-98.
Ndubisi, N. O. (2012). Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia’s healthcare sector. Journal of Business Research, 65(4), 537-546.
Trompenaars, F., & Hampden-Turner, C. (2011). Riding the waves of culture: Understanding diversity in global business. Nicholas Brealey Publishing.
Van Dyne, L., Ang, S., & Livermore, D. (2010). Cultural intelligence: A pathway for leading in a rapidly globalizing world. Leading across differences, 131-138.
Yitmen, I. (2013). Organizational cultural intelligence: A competitive capability for strategic alliances in the international construction industry. Project Management Journal, 44(4), 5-25.
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