The members of “I don’t know how NOT to behave rudely” club need to be sent to Alcatraz. Rudeness for no reason can get into the nerves of any sane person. When people realize that they are at an advantage, do they have to show off that they are at an advantage by being rude?
This is the incident which prompted me to write this post.
Staying at home away from home, Canteen is our ultimate source for food. Now, it’s better not to talk about the increasing prices and decreasing quantities. Today, it was too much, maybe, because I was too hungry, and the lady at the counter gave me half a plate of what I actually paid for. I just demanded, please give me some more and she snaps,” How much will you eat”? As if I’m a glutton who finishes off all the food available there. By the way when I’m paying for it what’s her problem? What position do you find yourself, under these circumstances? You literally beg for food? (OK!I’ll stop over-reacting here).
A common man, who has to confront authorities for matters regarding his day-to-day existence, paying bills, paperwork, getting certificates, issuing licenses,passports, booking tickets, sending applications etc, seriously begins to wonder….
Has the government recruited retards in the services, where people choose to remain blind, deaf and dumb when it comes to providing any service to a common man? Their signatures on documents seem to be more precious (rather expensive) than getting an autograph from Matt Damon.
Yet their eyes are wide open to check the amount of bribe you’ll be able to offer.
Their hearing imparities are cured for few seconds, when you grumble or murmur against them.
When they can hear, they speak up, and snap at you, for your actions.
And when you oblige, they can actually sign on whatever paperwork needs to be done.
When a common man approaches authorities, does the government rule state that the action plan should be something like????…
* The authority should read the same file, the same page, maybe even the same line without batting an eye-lid for 20 minutes or longer and keep the customer or client waiting. ( We expect wholehearted committment from you in your work).
*The authorized person has to look cross when he sees the face of a person, who is unfamiliar in the territory. ( Beware of strangers in Government offices, since you deal with a lot of sensitive issues)
*A familiar person, who has been knocking at your doors, since time immemorial to get his work done has to be ignored deliberately.
*When the facial expression of the client changes visibly and you fear, he may pull all your hair out or you feel there’s a threat to your life, you may kindly oblige and ask him to be seated. ( We care for our employee’s well being).
* When you find the facial expression has come back to normal and you heave (rather the customer heaves) a sigh of relief, you may switch to Action plan 2.
Action Plan 2:
* You have to attend or make 20-25 phone calls when the client is seated in front of you.( you’re expected to be a multi-tasker while working).
*You listen to what the person has got to say for about like 5 minutes, excuse yourself by just getting up from your seat and walking off, to take a break. (All work and no play makes Jack a dull boy).
*You have to take long breaks and keep yourself updated on all international, national, regional, local and even next-door affairs. ( Employees are expected to keep themselves acquainted with day-to-day happenings)
*You may come back and ask him to repeat his queries and problems all over again. (In case, you want to hear more in detail)
*If you find a small loophole in the person’s case, you may send him to another authority or person concerned (supposedly concerned) and brush him off.
* Any further questions from the client should be answered with an ignoring nod or an “I don’t know” (in a tone, putting pressure on all your vocal chords)… Afterall, we (employees) have no time to waste.
*In case you can’t find any loophole, make sure he comes back to you again and again. (for client loyalty is our mission).
*If the client is a young girl or a woman, you may jeer or pass lewd remarks.
Or you may, even go out of your way to help the fairer sex till you’re threatened by The Women’s commission and other similar organizations, though it may take time for them to plunge into action.
*For issuing licenses, make sure the client has walked up and down, in and around for a minimum of 30 days and a minimum aggregate of 30 kilometers in the RTO office.
*While issuing certificates, always make sure, to keep a hand outstretched beneath the table for that extra-earnings. So also, you needn’t bother whether a birth certificate is being issued after the person’s death.
* When it comes to paying bills, longer the queue and the slower it moves, greater is your efficiency.
*When the purpose is issuing tickets, never give change and the long queue efficiency principle applies here also.
*After all, you have your job for granted; there is nothing to worry about.
*The so-called suggestion boxes or complaint boxes (if there are any) are meant to be show-pieces.
* Any authority dealing with redressing of complaints or common man’s problems have to follow the above-mentioned rules.
Finally, if a person chooses to work, without abiding by the said rules, he may ignore the ridicule from his colleagues and counterparts and win the hearts of, many a common man.
In the end, the common man feels like a helpless idiot, being sent from one person to another, from one office to another, till his tolerance levels are tested to the maximum.
There can be an outburst, he can complain against this injustice, he can keep pestering the authorities till his work his done, yet the common man chooses to remain silent and go through all this torture, because he knows all this is going to fall on deaf ears.
Yet, we keep grumbling!!!!!
I’m sure each one of us have some experience to share be it in the passport office, the RTO, the Police station, Railway authorities, Corporations etc…
(PS: These days, I have only been grumbling and complaining but where else can I do so?)