Whom Do We Address To

Smart Plus - Rakesh Mittal I A S 

After taking over as Development Commissioner (Iron and Steel) at Calcutta in July 1994, I paid a brief visit to Madras on my way to Trichur. On my return also I stayed at Madras for a day. I had flown from Calcutta to Madras and from Madras to Calcutta by Indian Airlines. Incidentally both the flights caused some anxiety and inconvenience. The flight to Madras took off from Calcutta almost in time but as soon as the plane was airborne, the captain declared that it had developed a technical problem and landed back at Calcutta. There was no immediate announcement of the alternate arrangement by the Airlines. I was to catch a train from Madras to Trichur in the evening and it was already noon at Calcutta. While all the passengers became anxious, I was all the more so. However, I was sure that some alternative would come soon and fortunately it did. Contrary to expectations, an alternate plane was arranged by Indian Airlines and we again left Calcutta at about 13.00 hours so as to reach Madras in time. As a result, I could attend to some of my official duties as well as comfortably catch the train for Trichur.

On my way back, initially the flight was announced to be on time. The passengers passed through the Security Check and were waiting in the lounge for boarding announcement. However, after some time an announcement was made about the plane having developed some technical problem and the consequent delay. The passengers were advised to come out of the lounge, get new boarding passes and also some refreshment from the snacks-counter. The flight was a late evening flight and this delay made it very inconvenient. Naturally the passengers were very upset at this announcement and reluctantly left the lounge to follow the instructions. I too felt the same way but within I was keeping my cool. After going through the drill of surrendering boarding passes and getting new ones, we stood in a queue for light refreshments. We were expecting something better to be served so as to partially take care of our annoyance but what we were given only added to it. On a big paper plate there were two small biscuits along with the choice of a cup of tea, coffee or cold drink. There was visible annoyance on the faces of all the beneficiaries of this hospitality and the ripples were widening in the queue also. So much so that one of the passengers standing in the queue lost his temper and started abusing not only the Indian Airlines but the whole of India. Of course, most of us were doing so silently. He appealed to a co-passenger to take him to a good city restaurant so that he could eat something better. However, it was not feasible at that time but any way, he refused to accept the snacks offered by the airline. I watched all this with amusement and in the process got a better deal from the counter staff who gave the share of such passengers to others. Overall I did not dislike the refreshment as I was quite hungry. Fortunately soon the plane was declared to be fit and our hopes of reaching home the same night revived.

Well, the point I am making here is about the outburst of the gentleman in the queue at Madras airport.  Such outbursts are not uncommon. We come across such incidents almost daily. Only the victim and the target of the outburst vary. If such outbursts are carefully analysed, one would come to the conclusion that we all are victims of one another. ‘A’ may curse’B’, ‘B’may curse ‘C’ and ‘C’ may curse ‘A’. The net result is that sometimes we are victims and sometimes the cause of such outbursts.  We forget that after all the quality of human beings in a given set-up is the same and that we ourselves are no better than others. If we are not prepared to see any faults in us and remove them, what right do we have to expect perfectness from others? In such situations, it is very difficult to understand to whom we should address our outburst.

I am not saying that inefficiency or bad service should be accepted. By all means it should be resisted and resisted forcefully. But mere cursing does not help. In all probability such outbursts make the system worse. The right approach would be to understand the situation coolly and if found that it has arisen as a result of willful neglect or callousness on the part of an individual or system, the same should be dealt with in an effective manner. That way we will not only save ourselves from agony and anger but will render a service to the system as well as to other possible victims. In short, the problem should be addressed to a definite target, and not in the air which helps no one.

The second lesson to be learnt from such events is to consider whether we ourselves are not a cause of such situations, when it comes to our dealing with others. As a matter of fact, this is a better way of addressing the problem and, if all of us do so, there will be no occasion for situations which upset us. We may also be a cause of such situations and if others cause so much agony to us, why should we not avoid such situations? This approach will not only help individuals but also the system.

Thus, whenever a situation upsets us, the problem should not only be addressed to the relevant authorities with an objective mind, it should also be addressed to oneself. But most of us do not do; and thus add to the problem instead of solving it. No wonder, we increasingly face such situations and make our lives more miserable. Let us, therefore, approach problems with an objective mind. Afterall the purpose of all progress is to feel more peaceful. But if instead of feeling peaceful, we feel upset and anxious like the friend at Madras Airport, the purpose of the progress is lost. In all probability he was a successful person in life but that success became the source of his trouble because he did not address the problem correctly.

So next time you come across a situation which upsets you, remember to address it correctly.  That way you will help yourself as well as the system.

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