Cultural Safe And Capability In Faulty Towers: Handling Complaints In A Multi-Cultural Environment

Summary and Examination of Unsafe Working Space

Discuss about the Cultural Capabilities of Intercultural Competence.

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).

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.

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.

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.

Recommendations for Improving Cultural Intelligence in a Multi-Cultural Environment

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.

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.

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 served. Though, Mrs Richards returns later and makes their conversation difficult. Thus, making Polly lose her concentration towards helping Mr Thurston.

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 Importance of Cultural Intelligence in a Multi-Cultural Work Environment

 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

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 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 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.

Analysis of Communication Problems and Handling of Complaints in Faulty Towers

 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.

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.

References

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