Reflexion Dominicale

Evangile de Jésus-Christ selon saint Jean 2,13-25.
Comme la Pâque des Juifs approchait, Jésus monta à Jérusalem.
Il trouva installés dans le Temple les marchands de boeufs, de brebis et de colombes, et les changeurs.
Il fit un fouet avec des cordes, et les chassa tous du Temple ainsi que leurs brebis et leurs boeufs ; il jeta par terre la monnaie des changeurs, renversa leurs comptoirs,
et dit aux marchands de colombes : « Enlevez cela d’ici. Ne faites pas de la maison de mon Père une maison de trafic. »
Ses disciples se rappelèrent cette parole de l’Écriture : L’amour de ta maison fera mon tourment.
Les Juifs l’interpellèrent : « Quel signe peux-tu nous donner pour justifier ce que tu fais là ? »
Jésus leur répondit : « Détruisez ce Temple, et en trois jours je le relèverai. »
Les Juifs lui répliquèrent : « Il a fallu quarante-six ans pour bâtir ce Temple, et toi, en trois jours tu le relèverais ! »
Mais le Temple dont il parlait, c’était son corps.
Aussi, quand il ressuscita d’entre les morts, ses disciples se rappelèrent qu’il avait dit cela ; ils crurent aux prophéties de l’Écriture et à la parole que Jésus avait dite.
Pendant qu’il était à Jérusalem pour la fête de la Pâque, beaucoup crurent en lui, à la vue des signes qu’il accomplissait.
Mais Jésus n’avait pas confiance en eux, parce qu’il les connaissait tous
et n’avait besoin d’aucun témoignage sur l’homme : il connaissait par lui-même ce qu’il y a dans l’homme.

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Un homme pur et juste, un homme humble de cÅ“ur qui nous invite à aimer même nos ennemis, peut-il se mettre en colère ? Eh bien dans le texte que nous avons entendu Jésus lui-même se met en colère et c’est avec une certaine violence qu’il expulse les marchands en dehors du Temple. Je vous invite aujourd’hui à vous poser cette question : pour quelle raison fait-il cela ?

Imaginez une mère qui demande à ses enfants de nettoyer et ranger la maison, car il y aura une fête le soir. Elle va faire les courses et quand elle revient elle trouve les enfants qui jouent partout, et la maison dans un état pire encore qu’auparavant. Que va-t-elle faire ? Bien sûr, elle va se mettre en colère et gronder ses enfants. Ce n’est pas parce qu’elle ne les aime plus, mais c’est parce que l’heure de la fête approche et qu’ils ne le comprennent pas. Jésus fait comme elle, car la fête de la Pâque, la grande fête est proche, et les marchands se comportent comme des enfants en faisant de la maison de son Père une maison de trafic. Mais de quelle maison s’agit-il ?

Quand nous entendons le mot « maison », la première chose qui nous vient à l’esprit, c’est l’image d’une demeure dans laquelle il y a des chambres, un salon, une cuisine, etc. Mais la maison du Dieu invisible, qu’est-ce que cela peut bien être ? Le Dieu qui habite le Ciel a-t-il vraiment besoin d’une maison ?

Comme chrétiens, nous disons que l’Église est la maison de Seigneur. Mais cette maison-là n’est pas une maison de pierre, comme le Temple de Jérusalem, mais une demeure de chair. Dieu ne demeure pas entre des murs mais au plus profond de l’homme, de chacun de nous. La colère de Jésus visait à nous faire comprendre que le lieu où nous prions Dieu n’est pas un lieu de commerce et qu’il n’y a aucune raison qu’il le devienne. Mais plus encore, Jésus voulait nous faire comprendre que Dieu ne réside pas d’abord dans un bâtiment. Il voulait nous dire que Dieu réside dans un temple complètement différent, un temple de chair, et lorsqu’il parle du Temple, il parle de son propre corps, le nouveau Temple. Son corps est non seulement le nouveau Temple, mais il va devenir lui-même également une offrande qui viendra remplacer tous les sacrifices du Temple. « Détruisez ce temple, et en trois jours je le relèverai », dit Jésus.

Après la résurrection du Seigneur, les disciples comprendront que c’était de son corps qu’il parlait. Mais ils comprendront également que chaque croyant est pour le Seigneur un nouveau Temple car nous sommes de la même chair. Saint Paul dans son épitre aux Corinthiens ne dit-il pas : « Ne savez-vous pas que vous êtes un temple de Dieu, et que l’Esprit de Dieu habite en vous ? » Sommes-nous assez conscients de cette grâce qui nous habite ? Est-ce que nos visages rayonnent de cette présence de Dieu en nous ?

Méditation proposée par les frères Dominicains du couvent de Lille..

Edgar Morin

Je suis tombé sur une vidéo d’Edgar Morin qui nous parle de la fête de l’internet. Voici un angle de l’internet que j’en profite- la gratuité et  ré-génération de notre vie qu’il qualifie de don. La communication devient communion.

Edgar Morin nous livre son regard sur le don, le partage, la générosité, cet l’élan de soi vers autrui. Un appel aux biens communs ciment de cette fête de l’internet et de notre humanité. Un chemin fragile mais essentiel.

Putting People First

Fresh from the press of T Printers, managed by my old pal Charles, I receive my copy of ‘Putting People First’ second book authored by the Mauritian born Canadian Kin Tue-Fee.

I went through the book the last day and found it to be an easy to read compendium of elements that any manager and any entrepreneur  should have. As far as I am concerned the content is not new, but the book is handy and worthwhile buying as it provides the owner the possibility of having at hand in the same document the essentials of managerial and leadership knowledge to perform in a work environment. I understand the book may serve as a memo of Kin Tue-Fee’s lectures and courses.

I had the privilege of meeting Kin on several occasions on his visits to the island. I recall vividly his address to the Rotary Club and his gift presentation to the Toastmasters club of Port Louis. Kin is a seasoned speaker and conducts seminars across the world.

Kin Tue-Fee was born in the beautiful tropical island of Mauritius. He now lives in Ottawa, Canada with his wife and three children.

Kin’s interest in the field of personal and professional management and development goes back about thirty years. In the pursuit of his self-enhancement, he has attended numerous conferences, seminars and workshops on management and leadership topics. In 1997, he published his first book: Become your best – Principles of personal management and development.

As an executive in the public service of Canada, he has acquired a wealth of experience and knowledge that he wants to share with supervisors, managers and leaders who are ready and willing to put people first and make the most of their employees’ potential. He spent the last ten years researching, studying, experimenting to prepare and write his first book.  His second book, just published, is entitled Putting People First.”

As a coach and an educator, he intends to introduce this fascinating concept of putting people first to as many supervisors, managers and leaders as possible with respect, empathy and love.

I congratulate Kin for the work he has to put in for the production of the book bearing in mind that he is himself the Publisher, thus taking the challenge and burden of ensuring the success of the sales and marketing of the book. It is with great pride that I am introducing this publication to you my blog readers and recommend you to buy this Canadian product printed in Mauritius.

Table of Contents

Introduction

2

PART I – UNDERSTANDING THE PRACTICE OF MANAGEMENT

5

1.

ESTABLISH YOURSELF AS AN EFFECTIVE MANAGER.

6

Essential Prerequisites of a Successful Manager

6

Positive Mental Attitude (PMA)

6

Importance of Self-Esteem

7

Know your Mandate and Understand your Role

8

Take Charge and Accept your Responsibilities

9

Earn Respect and Trust – Attain Acceptance

11

2.

UNDERSTANDING NEEDS AND PERSONALITIES

14

Knowing and Respecting People’s Needs

14

The Four Types of Personalities

14

Developing Staff Relationships

16

Understanding your Managerial Style

19

Promoting diversity

20

3.

IMPROVING RESULTS THROUGH WORK PLANNING

23

Planning your Strategy

23

Setting and Achieving Objectives

24

Developing Work plans

26

4.

MANAGING YOUR TIME

27

Setting Priorities

27

Eradicating Time Wasters

28

Effective Paperwork

29

PART II – ACQUIRING INTERPERSONAL SKILLS

31

5.

DELEGATION SKILLS

32

Benefits and Obstacles of Delegation

32

Strategies for Delegation

33

Supervising, Monitoring and the Follow-Up

35

Unexpected Results – What do you do?

36

6.

INTERPERSONAL COMMUNICATION SKILLS

38

Get your Message across to Ensure Understanding

38

Speak with Clarity

39

Reduce Defensiveness in the Listener

41

Improve your Listening Skills

41

Knowing how to Give Feedback

44

Negotiation Skills

45

7.

LEADERSHIP

49

How Management Differs from Leadership

49

Qualities of a Good Leader

52

Leadership in the 21st century

53

Being a Leader at Work

55

Maximizing your Leadership Potential

57

8.

EFFECTIVE PROBLEM SOLVING

60

Identifying Problems

60

Problem Solving Techniques

60

Win/Win Solutions

62

PART III – MANAGING PEOPLE AND TEAMS

64

9

MOTIVATING PEOPLE TO HIGHER PERFORMANCE

65

Does Money Motivate?

65

Do People Motivate?

65

How does an Organization Provide a Motivating Environment?

68

Herzberg and Maslow Motivational Models Compared

72

Empowerment and Motivation

74

Recognition and Rewards

75

10.

BUILDING HIGH PERFORMANCE TEAMS

78

Benefits of Cooperation and Teamwork

78

Barriers to High Performance Teams

79

The Four Stages of Team Development

80

High Performance Team Traits

82

Helping Work Groups Become Teams

83

11.

HIRING, COACHING AND APPRAISING PERFORMANCE

85

Recruitment and Retention

85

The Manager as Coach and Counsellor

86

How to Coach for Optimal Performance

89

Developing and Supporting your Employees

90

Objectives of the Performance Appraisal

92

How to Prepare Properly for a Performance Appraisal

93

12.

DEVELOPING A CULTURE OF CUSTOMER CARE

96

Success Management

96

Benefits of having Satisfied Employees and Customers

97

How to Develop a Culture of Employee and Customer Care

99

Effective Strategies for Customer Care

100

PART IV – LOOKING OUT FOR YOURSELF

104

13.

BECOMING YOUR BEST

105

Inspiring and Motivating One’s Self

105

Putting the Extra Effort

106

Turning Personal Traits into Managerial Strengths

107

14.

BUILDING YOUR NETWORK

109

Importance of Networking

109

How to Develop and Use your Networks

109

Investing in Relationships

110

15.

CHARTING YOUR CAREER GROWTH

111

Improve your Prospects

111

How to Develop and Use your Networks

112

Continuous Learning and Development

112

Have a Vision of your Career Path

113

ABOUT THE AUTHOR

115

APPENDIX – Management and Leadership Survey

116

Bibliography

121

Billet pour un 12 Mars

Me voici assis à mon bureau regardant à travers de mon balcon en ce jour de fête nationale, ce 12 mars 2009. Il y a quelques instants de cela, j’avais écrit sur Face Book le temps maussade qu’il faisait tout à l’image de la conjoncture économique du moment, qu’il fallait ne pas se laisser envahi par l’environnent, maussade, mais fort et être maitre de mon climat intérieur.

En lisant ce matin le journal, je note que Nazim Esoof titre : En cette période où on célèbre la Fête nationale, une conscience de races ombre les perspectives d’avenir. C’est lorsque le peuple est dans la confusion que les forces obscurantistes sortent de la clandestinité pour agir à la surface. C’est lorsqu’une société est présentée comme laïque mais qu’elle est cagote dans les faits que l’individu dérive de sa citoyenneté vers sa «valeur» ethnique.

En ce temps de célébrations, les revendications ethniques, latentes et explicites, disent un malaise profond de la société mauricienne. La bipolarisation politique, avec d’un côté Ramgoolam et de l’autre Bérenger, scinde le pays en deux camps. L’un accuse l’autre de racisme. L’un et l’autre se défendent de l’être. Ils jouent plutôt la partition de la légitimité identitaire et politique de leur positionnement.

Encore un message d’ombre qui m’envahit. Et pourtant, ma lecture et mon écoute de la retraite dans la ville en ce temps de carême me livre :

Si tu as perdu la lumière


« Une nuée qui les couvrit de son ombre ». Dieu apparaîtrait-il dans les ténèbres, dans l’ombre après avoir montré tant de lumière ? Y aurait-il une lumière ténébreuse de Dieu ? Un psaume dit : « Dieu a pour manteau la lumière » (Psaume 103) et un mystique allemand, Angelus Silesius (1624-1677), commente superbement :
« La lumière est le vêtement de Dieu. Si tu la perds, sache que tu n’as pas encore perdu Dieu même. » (L’errant chérubinique, II, 5). Moi aussi, j’ai peut-être perdu le « vêtement de Dieu », c’est-à-dire toute perception lumineuse de son être. Mais ai-je perdu Dieu même ? Que me dis-tu, toi, le fond de mon cœur ? Qu’entends-tu en toi ?

Ne fuyons pas les ténèbres, elles ont peut-être à nous dire Dieu. Les apôtres sont effrayés, ne savent quoi dire, et ils entendent Dieu leur parler, les tourner vers le Fils bien-aimé. Entrons dans la nuée ténébreuse où nous perdons tout repère, toute lumière créée, pour entendre Dieu.

Exercice de ce jour : lire et relire ce verset, peut-être même l’apprendre par cœur, et entendre sa signification pour moi. Y a-t-il une nuée, un nuage, une ombre, des ténèbres qui, un jour m’a permis d’entendre Dieu ? Ai-je connu, paradoxalement, des « nuits de lumière » ?

« Survint une nuée qui les couvrit de son ombre, et de la nuée une voix se fit entendre : “Celui-ci est mon Fils bien-aimé. Écoutez -le.” »
Évangile selon saint Marc, chapitre 9, verset 7.

J’entrevois dans cette méditation du frère dominicain Xavier du couvent de Lille qui chaque jour m’accompagne ma marche dans ce carême 2009, une lumière qui éclaire mes moments de désarroi.

Devant l’ombre de la conjoncture économique, de la poussée des dissensions du peuple de la nation par les revendications ethniques, et plus présent la morosité du temps, sa pluie et l’orage qui retentit, une voie se fit entendre. Le bien aimé est là. Ecoutez-le. Je reste maitre de ma volonté et je choisi d’Ecouter le primordial. En ce jour de la fête de notre pays, que je reste dans l’espérance de la béatitude promise de mon Seigneur qui surviendra dans une nuée qui couvrira son ombre. God Bless Mauritius comme pour parodier OBAMA.

Holi Holiday

Holi is an ancient festival of India and was originally known as ‘Holika’. The festivals finds a detailed description in early religious works such as Jaimini’s Purvamimamsa-Sutras and Kathaka-Grhya-Sutras. Historians also believe that Holi was celebrated by all Aryans but more so in the Eastern part of India.

It is said that Holi existed several centuries before Christ. However, the meaning of the festival is believed to have changed over the years. Earlier it was a special rite performed by married women for the happiness and well-being of their families and the full moon (Raka) was worshiped.

Living in Mauritius, understanding one of the festivals of the majority of Hindus is a must.  This year Holi is celebrated on the 11th March. I would even say, that it is more important for a non Hindu to understand the purpose behind the celebration that the Hindus themselves. The majority just lives it, it is in their psyche. This is a very special day for Bhojpuri speakers, who constitute by far the greatest part of our Indian origin population. Often we talk about the opposition between Bhojpuri speaking and the others: Tamils, telegus and marathis. This might be an explanation , as to the non proclamation of Holi as a public Holiday in Mauritius.

Holi (referred to as Phagwa in Bhojpuri), also called the Festival of Colours, is a popular Hindu spring festival observed in India, Suriname, Guyana, Trinidad, the UK,and Nepal. In West Bengal of India and Bangladesh, it is known as Dolyatra (Doljatra) or Boshonto Utsav (“spring festival”).

The main day, Holi, also known as Dhulheti, Dhulandi or Dhulendi, is celebrated by people throwing coloured powder and coloured water at each other. Bonfires are lit the day before, also known as Holika Dahan (death of Holika) or Chhoti Holi (little Holi). The bonfires are lit in memory of the miraculous escape that young Prahlad had when Demoness Holika, sister of Hiranyakashipu, carried him into the fire. Holika was burnt but Prahlad, a staunch devotee of Lord Vishnu, escaped without any injuries due to his unshakable devotion. Holika Dahan is referred to as Kama Dahanam in Andhra Pradesh.

Holi Pooja takes place a day before the Holi Festival. This day is called as ‘Holika Dahan’. There is no special pooja performed on the Holi day. This day is only meant for celebrations and play of colors. Holika Dahan is the major ritual performed at the time of Holi which is also considered an important Holi Puja. People light bonfires on the eve of Holi festival to celebrate the victory of ‘good’ over ‘bad’ which is called Holika Dahan.

Holi Pooja Process or Holika Dahan Process
Holika Dahan preparations begin almost 40 days before the festival. People start gathering woods on the important crossroads of the city. Holi Pooja or Holika takes place on an auspicious time in the evening a day before the Holi festival. Given below are the steps and rituals for the Holi Pooja:

  1. Holi Pooja can be performed at any place.
  2. A log of wood is kept at a prominent public place on the Vasant Panchami day.
  3. People extend the log centre with twigs, dried leaves, branches of trees and other combustible material.
  4. On the day of Holika Dahan, an effigy of Holika and Prahlad is placed on the huge heap of woods.
  5. Effigy of Holika is made of combustible material while Prahlad’s effigy is made of non-combustible material.
  6. On the eve of Holi, the heap is set alight and the people chant Rakshoghna Mantras of the Rig Veda to cast away the evil spirits.
  7. Left over ashes are collected by people next morning. These ashes are considered holy and are smeared on the limbs of the body as Holi Prasad.
  8. Smearing of body limbs is an act of purification.

Holi Pooja is performed in a different manner in some communities. Marwari women offer Holi puja in the afternoon and evening i.e. before setting fire to ‘Holika’. It is called ‘Thandi Holi’. The whole puja process is considered very auspicious for the married women. It ensures well-being and healthy life of their husband.

Suaire de Turin

Dans peu de temps, l’Eglise catholique recevra les reliques du Saint Suaire de Turin. Un événement significatif pour certains, mais surtout pour d’autres une preuve tangible de la venue de Jésus sur terre.

Toute histoire scientifique dernière l’authentiquassions du linceul est une épopée fort intéressante. J’ai lu avec grand plaisir sur wikipedia le sujet et je m’en réjouis.

Déjà les reliques du Saint Suaire a produit un miracle chez moi. L’arrivée imminente a provoqué en moi le désir de lire sur le sujet. La lecture m’a donné une plus grande conviction que Christ est bien venu sur terre et que Son incarnation est source du salut de l’humanité. J’ai pu imaginer  et vivre en pensee la grande douleur et la terrifiante passion que Jésus Christ a subie. N’est ce pas la, une preuve de l’amour  infini qu’il nous offre gratiutement.

J’ai vu le visage du Christ, par le négatif révéler sur son linceul. Quel bonheur ! Une foi plus grande du Christ ressuscité qui nous sauve.

Jean Paul II : « Le Saint Suaire nous présente Jésus au moment de sa plus puissance et il nous rappelle que le salut du monde entier se trouve dans l’anéantissement de cette mort. Le Saint Suaire devient ainsi une invitation à vivre toute expérience, y compris, celle de la souffrance et de la suprême impuissance, avec l’attitude de celui qui croit que l’amour miséricordieux de Dieu vainc toute pauvreté, toutes limites, toute tentation de désespoir. »

L’identité est en détresse

Qu’on le veuille ou non, la revendication identitaire devient à son tour une «question maudite ». Comme source de violence potentielle, risque latent, menace pour la paix, elle s’est substituée aux deux périls qui ont ensanglante le xxe siècle : le nationalisme et l’idéologie, Nous sommes passes insensiblement d’une politique de l’idéologie à une politique de l’identité. Le danger n’est pas moindre, mais le changement est d’importance. D’une façon générale, les classifications de jadis, fondées sur le social (riches, pauvres, salaries, patrons), s’effacent pour laisser place a des classifications identitaires (religion, sexualité, langue, culture).

Un tel glissement est accéléré, répétons-le, par la dislocation des cohésions nationales et l’affaiblissement corrélatif des Etats. Or, quand elle est en détresse, l’identité devient guerrière. Contrairement a ce qu’affirme Samuel Huntington, ce durcissement n’à rien avoir avec un «choc des civilisations ». Sa nature est plus profonde, plus intime, transculturelle, pourrait-on dire. II tient au fait que l’identité, des lors qu’elle veut retrouver sa consistance, s’applique spontanément a designer un ennemi. On rejoint ici les thèses sur la violence du Français Georges Sorel (1847-1922), ou plus nettement encore celles de l’Allemand Carl Schmitt. Dans l’un des rares textes publies en français de son vivant, La Notion de politique (1972), ce dernier (qui adhérai a l ‘idéologie nazie) l’affirme sans détour: «La distinction spécifique du politique, a laquelle peuvent se ramener les actes et les mobiles politiques, c’est la discrimination de l’ami et de l’ennemie.

Ce passage du livre de Jean Claude Guillebaud m’interpelle beaucoup. Plus j’y pense, plus je pense à ce

Peuple de Maurice dites ‘Creole’ qui se cherche une identité et une reconnaissance.

D’autre part, je tire également un parallèle aux autres communautés dites d’origine indienne qui également se cherchent et ont le besoin de se reconnaitre différents des autres par leur origines, soit de langues et de cultures.

Guillebaud poursuit sa thèse en invoquant le concept de ‘thymos’ : une dimension de la conscience- besoin de reconnaissance, plus proche d’une revendication identitaire.

Dans le monde d’aujourd’hui, je postule une expansion de l’individualité qui a besoin de se reconnaitre comme tel et accepte de moins en moins d’être soumis à une classification identitaire d’antan.

Hélas, je vois que trop souvent le glissement accéléré par la dislocation des cohésions nationales est en train d’opérer dans notre ile.

‘Aussi longtemps que les hommes vivent sans un pouvoir commun qui les tienne tous en respect, ils sont dans cette condition qui se nomme guerre, et cette guerre est gurre de chacun contre chacun’. Thèse de Thomas Hobbes dans ‘le Leviathan’.

Que devons faire pour trouver une nouvelle cohésion ?

‘La subsistance de notre nation, et sa croissance pour garantir le bien-être de nos enfants’ seraient elle une guerre suffisamment compulsive, qui pourrait galvaniser notre nation pour une cohésion accrue ?

Reflexion Dominicale

Holy Gospel of Jesus Christ according to Saint Mark 9,2-10.

After six days Jesus took Peter, James, and John and led them up a high mountain apart by themselves. And he was transfigured before them,
and his clothes became dazzling white, such as no fuller on earth could bleach them.
Then Elijah appeared to them along with Moses, and they were conversing with Jesus.
Then Peter said to Jesus in reply, “Rabbi, it is good that we are here! Let us make three tents: one for you, one for Moses, and one for Elijah.”
He hardly knew what to say, they were so terrified.
Then a cloud came, casting a shadow over them; then from the cloud came a voice, “This is my beloved Son. Listen to him.”
Suddenly, looking around, they no longer saw anyone but Jesus alone with them.
As they were coming down from the mountain, he charged them not to relate what they had seen to anyone, except when the Son of Man had risen from the dead.
So they kept the matter to themselves, questioning what rising from the dead meant.

I am thrilled on reading today’s gospel on the transfiguration.

Why?

I recall the story of my Mum who told me that my uncle Ignace AhLim some 62 years ago received a letter from her, from China where she was sent after her marriage with my Dad to prepare the return of the family to Mexian.

Mum informed him that she gave birth to a son on the Sunday of the transfiguration. Ignace sent back his congratulations and added to her, that this son will transform her life and will cause the improvement of her relations with her in laws. The in laws vision of her will be transfigured.

In the Chinese culture, the first son of the eldest son has a very special ranking: he is charged with the responsibility of the clan & family. Indeed looking back to my mum’s life, she did transform and influence the Yiptong family with her kindness and  living her path in  faith of Jesus.

No wonder that today’s reading yields in me an emotional charge. I have used this anecdote of my life to make it the motto of my life. I live to be the transformer of the lives of others who are on my path- this is my calling.

I bless and am thankful the Lord who gave me this auspicious birth date and gave me the appropriate calling.

From the sermon of my parish priest on the reading, I shall remember:

On our journey through lent to Easter , the liturgy takes us from last week from the desert where Jesus was to tell us that as a human, just like Jesus, we shall be tempted, today the reading places us to the summits of mountains- a call to look up for heights to reach the spirit of God. We are called to the transform our manly nature to reach our union with our Creator.

Jesus His beloved son has come and we are called to listen to him. He has risen from the dead, so shall we should we listen and follow His path?

Acanchi- Branding Mauritius

You probably saw on the newspapers that the Government of Mauritius has appointment a consultant to brand Mauritius. I record the last article on L’Express on the 5th February 2009.

Who is this firm how do they operate? What is their track record?

We are now in the business of Nation Branding.

By definition, all emerging industries are very creative but also very chaotic, and it is hard to find the trend-setting individuals among the booming chaos. But at Nation-Branding we thought it would be interesting to end the 2008 year with a special feature with some names to a field which is not only rising, but is also somewhat surrounded by secrecy.

I found of the net a list of the 10 most influential nation building experts and our chosen expert is on the list.

Fiona Gilmore is one of the leading experts and authors on brands and branding. She co-founded Springpoint, a global brands and corporate identity consultancy, with its headquarters in London. In 2003 she founded the country-branding consultancy Acanchi and has worked in initiatives with the authorities in the Dominican Republic, Lebanon, Zambia, Bahrain, the Isle of Man, Lebanon, Mauritius, Wales, Northern Ireland, Belfast, Britain, Hong Kong, and the Blue Mountains of Australia.

I am reading the publication of the repositioning of Spain by Fiona in 2001.

Most of the time, you get what you ask for? I wonder what was asked for in this case. What were the deliverables asked for by our government?

Let us hope for the best.

The concept of fairness?

Was I being fair to my entourage? What is being fair to someone?

Treating your customer fairly? Do I  need to discriminate? How?

The following article has the advantage of questioning ourselves on the subject:

The Myth of Treating People Fairly and Equally

By Jeff Mowatt

I’ll just come right-out and say it. I believe that treating customers fairly and equally is a mistake. It’s unprofitable. It belittles customers and employees. And it’s unethical. There, I’ve said it.

Certainly, we should treat people fairly – but not equally. I’m not advocating some Orwellian decree that ‘some animals are more equal than others’. This has nothing to do with a customer’s value as a person. It has to do with bending so-called ‘rules’ to give exceptional customers the kind of unique service they deserve.

In my many years working as a consultant and trainer with dozens of companies and bureaucracies, it’s unfortunate that I continue to encounter employees who buy-in to the myth of the virtue of treating all customers equally. If this is the case in your organization, consider this scenario…

Imagine that as part of your daily routine, you stop into your local convenience store to buy a coffee and newspaper. The store employees know you by sight. One day you find yourself needing to change a $100 bill. You stop in, pick up a couple of items and pay for them with the hundred. The store has a policy that they don’t accept hundreds, so the cashier simply refuses you. You are fully aware that they make more than that much change every 15 minutes. You also know that when added-up, you’ve given them hundreds if not thousands of dollars worth of business over the years. Yet they refuse to grant you this slight favor. How’s your customer loyalty now?

Refusing your $100 bill would have been an incredibly bad decision on the part of the cashier as well as the management who created the ‘rule’ that permits no exceptions for the store’s best customers. The problem is that by definition a ‘rule’ treats everyone equally – whether it’s fair or not.

What If We Treated Our Children This Way?

Imagine the consequences of a parent treating their six-year-old and seventeen-year-old equally. That would mean telling the younger child, “Make sure you are home from grade one by midnight!” Most people appreciate that it makes sense to treat children fairly. It would, however, be a mistake to treat them all equally, and apply the same rules regardless of their ages. That’s more than just a mistake; we might even call it immoral.

We Already Discriminate in the Workplace

There’s a certain irony to taking this approach to the workplace. The same individuals who assume that all customers should be treated equally, often have no objection whatsoever to the organization offering preferential parking and restroom facilities to customers with disabilities. Yet, that’s a blatant example of treating customers fairly but not equally. I don’t know of anyone who objects to organizations giving better parking spots to the disabled. Yet, every day we hear employees using inane statements like, “If I did that for you, I’d have to do it for everyone.”

The challenge for business owners and managers is providing the kind of training and authority that front-line employees need, so that they will make more appropriate on-the-spot decisions for customers.

The Truth About Word-Of-Mouth

“What happens when customers talk to each other?” That’s one of the most common concerns I hear from employees in my training sessions where we address this subject. They are afraid that if they accommodate one customer’s special request, then that customer will talk to other customers, and the employee will be pressured to do the same for everyone, which, of course, they can’t do. In other words, they’re going to have a lot of unhappy people out there if they accommodate special requests. This is the kind of convoluted logic that stems from the underlying belief in treating everyone equally (not necessarily fairly). Another way of putting it is: I’m afraid that if I provide an extra service for one customer (because we made an error or the customer does a lot of business with us), then I’m going to disappoint other customers whose circumstances don’t warrant the extra service. So to avoid disappointing some people, we’ll just make a rule that no one gets special treatment. That way, we’ll just disappoint everyone, including customers whose unique situation deserves extra service.

Customers understand the concept of fairness. If I’ve never been to a particular convenience store and suddenly walk in just to change a hundred-dollar bill, I’m not likely to get outraged when the employee explains that they don’t have enough change on hand so they can’t help me. If, on the other hand, I’m doing business there every day, I’m more likely to be upset if my store won’t make change for me when I know they make that much change every fifteen minutes. If they do make an exception for me because I’m a good customer, I’m not going to rush out, phone all my friends, and tell them, “Hey, my convenience store made change for me, and they don’t usually accept hundreds!” Customers rarely go out of their way to talk about good service. The occasion when customers share information about a business is when the service is bad. Bottom line: employees needn’t worry about possible negative ramifications of taking extra care of good customers. What they should be far more concerned about is the negative impact of treating all customers the same.