What’s in the ‘N’ Word

kangana ranaut

The ‘Queen’ will always have many followers but I for one certainly admire the spunky, svelte and super-cool Kangana Ranaut ! Her effortless portrayals in ‘Fashion’, ‘Tanu Weds Manu’ and it’s breezy sequel, the award-winning “Queen’ and even the dominant ‘Hunter-wali’ role in the period film ‘Rangoon’, have always been great fun to watch. However, what sets her apart, is her flair for calling a spade a spade and her unfetteredfeistiness, best seen in taking on single-handedly last year, the smooth-talking movie moghul, Karan Johar and the powerful, close-knit film fraternity on the ‘nepotism’ charge, followed up with dignified exchanges on the subject with the royal class ‘Saif’ !

 Without getting into that debate ( it’s been existing for ages is what we think ) it’s quite baffling that the word ‘nepotism’ could according to the English dictionary, have so many connotations. What it means literally is ‘using your power or influence to get good jobs or unfair advantages for members of your own family’, it’s a close cousin to bias, prejudice, chauvinism, discrimination, favouritism, inequity, partiality, injustice, partisanship and sexism! Stated thus it all looks quite familiar.

To account for such human frailties, most public institutions, organisations, corporates and offices have strict guidelines that no two close relatives, siblings and spouses shall serve in the same workplace which is almost always followed. However, there is nothing to prevent forming elite groups employed in higher offices, achievers  clubs and exclusive batch of blue-eyed boys and girls – so strong that average persons, however committed to the workplace, would never have access to and remain as mute observers !  The powerful can influence plum assignments, foreign trainings, placements, favourable postings, promotions and exposure to prestigious projects etc on the principle of word-of-mouth references and timely phone calls. Not surprisingly, relatives of some in high positions show sudden alacrity in moving up the ladder and suddenly develop leadership qualities hitherto unseen !

In that sense, many private enterprises make no bones of running as family businesses or closely held groups where workers are just that – employees ! To rise there would all depend on how valuable one is to the company. Among professionals it could also be a great tradition followed- we come across families of eminent doctors, lawyers, writers, artists, CAs and many famous sports-persons carrying on a great legacy.

Nepotism, in whatever form is inevitable and considered acceptable within reasonable limits somewhat like viral fever. It’s when it becomes the order of the day that it promotes mediocrity and kills the flavour of originality, creativity and talent ! And, it takes true grit to be a ‘Queen’ !

 

 

 

 

All Time Partners

When (during his famous farewell address) the iconic Sachin said about his soul-mate, Anjali, in poetic fashion ‘Ours has been the best partnership’– it was tribute to the hard work and sacrifices, his less-famed life-partner unconditionally made for him. Likewise, many legends in business also have truly worked on their long term relationships – it’s said that when Bill and Melinda Gates started dating, he was CEO, founder of Microsoft while she was product manager. Now as co-equals, they decide and run their huge philanthropic organization together. As is the case with that unbeatable Indian duo of Nandan ‘Infosys’ Nilekani and Rohini Nilekani !

What about the many exemplary partnerships that we find among our own elders, relatives, friends that remain untold. While personal acquaintances in this category must remain unnamed, their strategies are so interesting. I’ve known one super pair, married for over four decades who’ve never been found to have a public spat or seen addressing the other loudly. In another remarkable power-equation, the lady (earning member) never stopped her immense respect for her man who mostly had no ostensible means of income and brought up a great family. In another unique case, there were partners bonding on everything they did together, movies, sports, music, food, fun-trips, yet able to amicably have different perspectives on things. There’s a couple in still yet another scenario, sending out their message – allow more space, be supportive of each other and stay happy ! All people who without much ado could find the right recipe to harmony at home.

happy coupleSo what’s the secret formula to the long-term success in marriage ? The answer that most experts give is there’s none – no two relationships are exactly like and different pairs should employ different strategies to achieve that elusive marital bliss and more importantly keep the flame alive. However, after many years of what is called that euphemistically ‘happy married life’ most people would say that the entire process is ‘an eventful journey which has many parts and parties to it with successes and setbacks galore, but there’s no single  destination since the goalposts keep shifting ! In my humble opinion, be akin to a seasoned player at the crease in a cricket field, ever watchful (not taking things or others for granted ) playing your innings with as much camaraderie, compassion and inclusiveness that you can bring to the team !

 

 

 

Delighting Customers

It’s been said that in businesses and services ‘Customers may forget what you said, but they’ll never forget how you made them feel’. That said, somehow the bad experiences (such as the recent ‘Indigo’ fracas) are often highlighted but happy ones are glossed over – marked ‘satisfactory’ if a feedback is so desired. Why not also recognise those few who stand for the four human Cs that matter so much in today’s mechanical service delivery – care, competence, convenience and communication !

Employers /managers continue to replicate plethora of study material, hold training seminars, workshops, panel discussions, award points on on performance parameters and so on, all directed to improving service quality, yet customers rarely look happy, leave alone delighted ! What’s not understood is people don’t expect immediate solutions or a set-up free from all technical, administrative or regulatory glitches – but for sincere redressal to problems, some courtesy and transparency in deals.

A shining example of good service presented itself to us when we, as  customers, interacted in his cabin with Amit Pradhan, General Manager with Hyundai and Head of its plush showroom in Kandivili (West), Mumbai. In a departure from the standard official defensive stance, he pleasantly acknowledged us, patiently listened to the issues raised ( with no furtive glances at his watch, mobile phone or laptop !), immediately understood the case from the concerned staff, accepted the deficiencies in office communication and promised to fix our problems in a clear time-frame of three days ! This took place in a space of 30 minutes. His parting lines were ‘It’s so important that we deliver what we promised’ !

In our next meeting a few days later, not only were the promises kept but we as customers were made to feel special with token gifts, snacks and request to participate in a small event organised for customers and their children. Amit Pradhan, in many ways, did remind me of our days as Branch Managers in the Bank when we all worked together as a team to go beyond merely communicating and really ‘connecting’ with people !

What’s the Good Reply

Once upon a time there was a TV show called ‘What’s the Good Word’ hosted by an elegant lady called Sabira Merchant which was all about how to use right words and responses appropriate to the occasion and situation.

Today, with the social media storm blasting the English language to bits and pieces, cryptic words and acronyms -‘Cool’, ‘Yeah’, ‘Wow’, ‘Luv ’, ‘LOL’ ‘YOLO’ and so on, are used to communicate eloquently (with emojis !) apart from the age-old ‘OK’ and ‘Thanks’ – everybody is also having loads of fun !

Traditionally, one-word answers have had their own place in society – a suitor asking for the lady’s hand in marriage must get the ‘Yes’ answer to ‘take the relationship to the next level’, after a long recital of vows by the priest, a man/woman is required to only say ‘I do’ to legalize the marital alliance and in a court of law, the oath to ‘speak truth and nothing but the truth’ needs the same ‘I do’ by a witness. While many competitive exams have confusing objective-type questions to be replied to either  ‘Yes’ or ‘No’ only, official mails and messages must be pointedly framed and kept short !

Barring above mandatory ones, should all our replies be cryptic to save time and our digital space ? Imagine the chagrin of the old-world, meaningful creators crafting words with thoughtfulness to capture a landmark event, an old memory or experience or to appreciate a good performance, getting a terse ‘Thanks’ or cold silence in return ! It sends a signal that to wade through the writer’s maze of thoughts is a frivolous waste of time, never mind the efforts and intentions behind all of it. That is, if that long text message deserves a reply at all, as there are unending lines of messages, pics and greetings crowding all the social media  queues ! Why not become trigger-happy, press the  ‘delete’ button and move on …

Even short replies can be effective, if they are sincerely conveyed with right words like ‘Great, will get back to you on this’, to be followed up later when more free. To be fair, a well-meaning piece/message of two paras deserves a couple of encouraging lines in response ( no reference here to trolls that immediately pop up these days !), but it’s free for all and no rules in place.

Acknowledging others through apt words is not losing one’s importance in time and space and responding to thoughtful messages, which come our way, with even a witty one-liner, is a sign of grace and style but are we now fast losing that art too ?