I was haunted by the fact that I only portrait the problem statement of the Dhaka Airport in “Tango ‘n rotten Mango”; I should have provided my opinion on solving the stated problem.
Here is what I think the problem is: Lack of “Intention”.
How can you solve it? Proper training and Routine management.
Can you solve it? YES, in 6 months! (Provided I can fire anyone ;). I will be bored after 1 year.
How much money do you need? No additional budget; (Will fire bad apples; reward the good apples)
What has “intention” has to do with “serving” the visitors, foreign investors, scholars or returning “remittances earner poor hard working Bangladeshis”? I will tell you in a minute; just bear with me.
First and foremost, people who are doing the job need to know why they are doing this job.
What type of job is this?
What are they supposed to do?
Why do they do the way they are doing? Is there a better way?
Who are paying for it? Government? His BOSS that he/she reports to?
Is there any actionable consequence if they are not doing it the way they supposed to do?
Is this a job "until death does us apart" thing?
Now these people probably go through training. The trainer probable trained them what books says like, “সদা সত্য কথা বলিবে” The truth is, most of us don’t do that and we have our reasons :)
It was “এক কান দিয়া ডুকে অন্য কান দিয়া বের হয়”।
I am not biting the trainer and I am not here to make a lot of enemies. I have to live here (here is my reason!). This is what I think probably make it little bit better.
“Glass Jar Delivery” my concept of delivering education:
Trainer need to believe in what he is training. If I deliver you a glass jar, I have to be very careful with my steps. I have to hand it over to you such a way that you carefully receive it and secure it. Then I take of my hand. Thereby I ensure the delivery. Hence you receive the glass jar as I “intended”.
An undamaged, unbroken, complete glass jar is handed over from one person to another. Task completed. This is what I call “Glass Jar delivery: my concept of communication”
Once the trainer is on board with right “Intention”; then he need the precise material that he supposed to delivery. The “intention” will guide to the right content.
There are 51 lacs people in Singapore for the area of 710 sqkm; their airport is bigger than Dhaka. Except law enforcement people, very few other airport officials are wondering around. I know our airport is small, lot more people to manage it; however if those people were managed efficiently, they could do lot better J
One has to study the service time, estimate the number of passengers arriving at certain time, and allocate the desks with capable personal to meet the demand. For non-rush time use them for different task.
There are 51 lacs people in Singapore for the area of 710 sqkm; their airport is bigger than Dhaka. Except law enforcement people, very few other airport officials are wondering around. I know our airport is small, lot more people to manage it; however if those people were managed efficiently, they could do lot better J
One has to study the service time, estimate the number of passengers arriving at certain time, and allocate the desks with capable personal to meet the demand. For non-rush time use them for different task.
To prepare
the training material or work plan the question we should be asking:
What are we trying to do?
We are trying to make you happy.
How do I make you happy?
By doing what you are supposed to do in a courteous, generous, genuine manner and you feel happy about doing it; it is in your job contract that you are serving a person who eventually pays your monthly salary.
They pay it in the form of ticketing, travel tax, airport tax and so on. It is not your “BOSS” that you are getting your salary from; the airport employees salary comes from these” very illiterate wage earners” who are using this airport.
So respect these “wired” dressed young men, say thank you to them for your job. Make them happy and invite them to come more often to make your airport earn more.
Because of them you are providing food to your table at home. They are your real BOSS. By the way don’t show me your “irritated” face; be thankful and smile! J
This massage need to be delivered like the “Glass Jar” method to the immigration officers and all the people working in the airport.
To accept this lesson; they need to have “intention”. To serve they need to have “intention”.
I have been frequently traveling for the last 6 months and I see some positive changes happening in the Airport. Cleanliness, better appearances are some to acknowledge. There are less people wondering around; however still a long way to go.
