CUC107 Applying Cultural Capabilities Assignment Sample
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Introduction
Background
This report introduces the culture safety and safe spaces matters that takes place between two different people of different culture. Du to globalization, people from different culture found to have different language habit which creates an unsafe environment and develops barriers in communication process (Trompenaars & Hampden-Turner, 2011). Thus, to avoid such barrier for that there is need to adopt the safe space in order to maintain a healthy and peaceful relation.
Aim
The aim of this report is to explain the situation, which is problematic due to difference in language between two people. In this study, cultural environment of chosen video is presented (i.e., customer handling -2). Through this, working environment is considered under safe or unsafe space.
Scope
This report primarily focus is on misunderstanding which is developed due to language differences between two different people. This report helps to learn different culture issues and problems that are observed in chosen video. This video clearly helps in identifying the cultural issues and on that basis the chosen video will be briefly explained and descried as per observation. In addition, this report will also provide recommendations for improving the situation so that communication issues become fixed and result into safe space.
Summary and Observations
Summary of the video clip
The name of the TV program is Fawlty Towers- Handling Complaints 2 which was published on 26th September, 2010. There are four different characters that played vital role i.e., Manager named Poly and his waiter named Manuel and two different customers named as Mr. Thurstan and Mrs. Richard. The TV program was based on the social setting in which the manager, waiter and other two customers are having a communication gap between them because of which poor customer handling is observed. In this story, poor customer handling system is described due to communication gap between the Poly (manager) and Mrs. Richard (customer) which is constantly arguing with Poly while attending other customers Mr. Thurstan. This video clearly demonstrates that poor communication skill of manager Poly while interacting with the customers. On the other hand, it is also seen that Mrs. Richard also has mistake because she was constantly disturbing the Poly when she was interacting with other customer. At the same time, the other issue is also determined in which waiter (Manuel) in which he failed to serve best service to Mrs. Richard because he was not able to speak English. However, this video clip clearly demonstrates two different situations i.e., communication gap and poor customer services between defined characters.
Observations
In the video “Fawlty Tower”, it has been observed that character behaviors was found inappropriate as Poly (manager) interacting with Mrs. Richard very rudely which is not appreciable under the process of customer handling. According to Ng et al., (2012), it is clearly that effective cultural environment exist only when cultural intelligences and cultural awareness is presented at the workplace. As per video clip, there is always an unsafe environment where there is different culture groups working together. While seeing this video, it is also observed that for waiter Manuel, it was difficult for him to address the Mrs. Richard complaints as he was not able to understand English language. In the video, all scenes clearly show the communication barriers and ineffective cultural awareness which is creating an unsafe environment. This unsafe environment exists in the culture of Hotel because of the manager who took no interest in resolving the issues (Imai & Gelfand, 2010). Thus, this overall video clearly describes the wrong choice of communication words and inappropriate tone of voice which is somewhere not contributing towards cultural intelligence and cultural awareness.
Analysis
In the initial part of this video, there is one girl at the reception of the Fawlty tower who is not communicating efficiently with the customers like Mrs. Richard. The Poly (manager) was ignoring the Mrs. Richard because of which it is somewhere becoming difficult to handle the other customer at the same time respectively. This situation clearly demonstrated that poor cultural capabilities & intelligence for handling the customer complaints efficiently as Poly was attending other customer Mr. Thurstan but somewhere not making proper adjustment to speak or listen to previous customer respectively. This is considered as unsafe environment which lading to more aggressiveness and increase in conflict between two different people i.e., the manager and customers.
According to Chen et al., (2012), holding a relevant skills, knowledge and behavior leads to the improvement and delivery of the best services in effective and culturally manner. Moreover, this video also proceed towards the Poly behavior which was found inefficient as she lost her patience after few seconds as well as also raised voice over the customer (Mrs. Richard). This exhibited that there is poor cultural intelligence which helps in dealing with the different customers. In the research study of Yitmen (2013), it is stated that cultural intelligence helps to deal with the challenge to work with different groups of people from different cultural background which ultimately creates a safe environment.
In like manner, Imai & Gelfand (2010) also explained the theoretical framework related to cultural intelligence which provides the proper guidance to individual to find the operational abilities which are needed for better understanding as well as to improve the communication effectively. In context to it, from “Fawlty Towers” video, it is also analyzed that Poly was handling the reception inefficiently but showing ability to manage single customers properly. This reflected that Poly faces a difficulty in handling or managing the multiple customers at the same time which affects the working cultural environment. This also states that Poly doesn’t have proper skill and capability to handle two different kinds of people and their given situation which leading to dissatisfaction in customer services.
This video clip also demonstrated that. Poly (manager) also shown a disrespect behavior towards customers mainly Mrs Richard as she was not listening to her and constantly arguing. In a similar manner, waiter (manuel) also have problem in understanding the different cultural language which created a communication gap between him and Mrs Richard because of which disrespected behavior is identified. This communication gap was because of language difference and that was analyzed because of Poly who didn’t provided Manuel and other staff with the proper training related to cultural differences and different languages understanding.
While analyzing, it is also seen that Manuel has no proper command over the other language like English as he only understand the Spanish language because of which unsafe environment is created at the workplace. At the same time, this video clip also depicted the cultural unawareness which was major factor identified while seeing the program. As per Sutherland et al., (2015), cultural awareness is defined as an individual ability which helps to develop the attentive cultural principles, values and perceptions. In regards to this, Fawlty Tower required to train the staff for the development of cultural awareness for making operational staff understand different culture and needs of the customers also. However, Manuel also required having cultural awareness for understanding different culture language of people and deal with them efficiently. On the other side, it is also observed that management of Fawlty Towers has inability to address such types of issues which creates negative influence or negative environment art the workplace (Van Dyne et al. 2010).
Accordingly, it can be determined that company require to take complete initiation and conduct proper training program in order to develop cultural awareness, cultural intelligence which helps to deal with the different customers and their challenging situations. However, this would also result into improvement in the communication process i.e., among external customers and internal staff which ultimately lead to effective customer handling by providing customers with best services in order to sustain in competitive service industry for longer period (Trompenaars & Hampden-Turner, 2011). Therefore, all stated factors like culture difference, culture unawareness are factors that are contributing towards the development of unsafe environment.
Recommendations
From the above analysis, it is recommended to the Poly (manager) that patience is one essential that need to be maintained between both the cultures. This will help the Poly to handle the customer complaints efficiently and develop healthy relation with the customers too. At the same time, it is also recommended that Manuel (waiter) is require providing initiation in participation of the training program which will helps in improving the skill and learning new culture and develop cultural awareness in order to create a healthy working environment (Chen et al., 2012). This recommendation will support the Poly in developing a safe environment at workplace which will lead to achievement of customer satisfaction level. In addition to this, it is also recommended to the Fawlty towers management need to develop an effective new policies or guidelines related to proper code of conduct. This suggestion will help employee to clear their views regarding their behavior and level of performance at the workplace. Thus, all stated recommendations will be very useful in meeting the cross-cultural barriers efficiently and maintaining a good communication process too.
Summary and Conclusion
From this video clip, it can be concluded that there is communication gap and poor customer handling process which affected directly on the customer relationship respectively. In concern to it, this TV program actually showed overall scenario that how culture differences and incompatibility creates an unsafe environment space for two people. Therefore, for improving this unsafe environment for that there is need to forget their cultural differences and for such situation proper training session found to be suitable for managing the customer handling as well as fill the communication efficiently.
References
Chen, X. P., Liu, D., & Portnoy, R. (2012). A multilevel investigation of motivational cultural intelligence, organizational diversity climate, and cultural sales: evidence from US real estate firms. Journal of applied psychology, 97(1), 93.
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.
Ng, K. Y., Van Dyne, L., Ang, S., & Ryan, A. M. (2012). Cultural intelligence: A review, reflections, and recommendations for future research. Conducting multinational research: Applying organizational psychology in the workplace, 29-58.
Sutherland, A., Edgar, D., & Duncan, P. (2015). International infusion in practice–From cultural awareness to cultural intelligence. Journal of Perspectives in Applied Academic Practice, 3(3).
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.
YouTube video link: https://www.youtube.com/watch?v=6_cDmwlbVkg “Handling complaints 2”.
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