Kaizen Blog 1

Responsible Democracy

It’s everywhere! Posters and banners of people all hurrying to get themselves elected to public office. The Election Hype (as I like to call it) is a “festival” of banners, fliers, freebies and promises. It is the season where every political candidate puts on his/her best show and hopes that they will get the coveted votes that will put them into office or, for those already in office, keep them where they are now. 

Almost every wall in the country is covered in posters of candidates’ head shots and catchy campaign phrases. You would think that the whole country is celebrating an archipelago-wide fiesta. It's like Christmas but instead of "Tis the Season to be Jolly", this time it's "Tis the Season to be Voted". It is a kaleidoscope of bright colors and well-groomed faces. Looking at these posters, it seems that the themes are always the same; either they address poverty, unemployment or corruption. Every political candidate up on stage, in front of hundreds or even thousands of people, deliberates how they will address poverty or corruption so eloquently. If you ever do hear what they say, you would be filled with renewed hope that the country will be seeing better days soon. Whether these so-called platforms or promises are ever kept; I’ll let you be the judgeof that.

    

This Election Hype ends on May 2010. This is the time when the Philippines will see the emergence of its new leaders and the fresh hope that they will start pulling the country out of its dire state. It is a tense period of time where sparks (sometimes bullets) fly, as each candidate tries to outdo the other. Radio and TV ads, massive billboards, debates, meetings and giveaways are only some of the things they would do just to win the masses over. A political campaign is very expensive and sometimes you may wonder where these people get their funds from. When you hear of candidates spendingmillions on a political campaign, you may wonder if it would have been better if just gave that money to some worthy charity?

At the end of it all, it’s not the huge campaign money or the elegant speeches that will help this nation. What I feel the country needs is solid and unshakable leadership. Votes shouldn’t be based on how fancy a campaign is but by the past deeds this particular candidate has done. A good track record is essential for ensuring that your vote should truly belong to them.Would you want to waste your precious vote on someone who’s just popular or has done absolutely nothing to make life better for anyone but themselves?  Or how about selling your vote for a thousand pesos? You may be a thousand pesos richer but if that candidate does a crap job, it will result to the misery of thousands of people; perhaps including yourself.

No matter how the hype plays out, voters should always think what’s best for everyone and not just themselves. Conversely, I also urge our future leaders to do the same. They say that democracy is the voice of the people. We are the people and what we say should count. The same thing goes for your vote! “Vote wisely” is an election cliché but I feel that we should all vote for what we feel is best for us all. We may be divided as to priorities of what we feel is best for us, but we should all be united in voting for the best leaders for our country. Prudent voting is not just about wisdom but it’s also a responsibility that each and every citizen has.

You may ask what if they cheat. Well, that’s another story....

Moving On With Unity

It’s been 2 weeks after the Maguindanao Massacre and although some unrest continues in the province, progress has been made in terms of arresting the suspects of this heinous crime. The question people ask is if it’s enough? I will frankly say that nothing in this situation has ever been enough. Despite lingering angst and the unquenched fire in our bellies, there is only so much we can do at this point. We have to let justice take its course.

However, when you look at it, justice in the Philippines has always been elusive. No matter how hard you try to find it, it remains a figment of wishful thinking! However, I still do believe that justice is just like nature. If perpetrators escape the law of man, then they are subject to the laws of nature and divinity. Their term may come later than we expect but it WILL come and believe me it’s never a pleasant ending for them.

We all mourned as a nation and stood united in crying out for the injustice that occurred. We have done our part and, sad as it may seem, we now need to hand over the reins of our anguish to lady justice and let her do the rest. A sordid and frightening question we may ask is; “will something like this ever happen again?”

Not to sound like the advocate of the grim reaper but I believe it will. Some other day in some other place; more innocent people will lose their lives for the sake of politics! That’s how powerful political desire is! It drives men to take drastic measures and they lose all respect for the sanctity of life. Given the fact that holding a political office offers a chance at ill-gotten wealth, this alone is enough to quell any appeal to sane consciousness! This carnage was an act of insanity and cruelty! Such are acts that seem inconceivable to the mind of sane individuals like you and me!

As long as men are driven to insanity by the lure of public office, the Philippines will never rise above its current state. Once a respected and renowned Asian superpower, this proud nation has been reduced to the level of a third world country due to the never-ending struggle for power, illicit wealth and dominance by unscrupulous men (or women).  While these maniacs get richer, the masses continue to fall desperately below the poverty line! So much for this “political will” that electoral candidates talk about so openly on television!

The journalists who died in this tragedy all represent the voice of the nation that has been stifled by the greed of power hungry beasts! It somehow symbolizes how the government has taken away the voice of the Filipinos but despite this many of us continue to blindly support them. The political and electoral system of this country has turned into one big circus where intimidation and popularity rule while those with good and clean intentions would never get to see the inside of a public office! We should not allow this lunacy to continue! Let us all regain our lost voice! You don’t have to be a governor to affect change! The spark of change must come from within each and every one of us!

As we move on together let us not forget the martyrs of Maguindanao and all others who fell to the brutal axe of politics! As I wrote in my last blog, we should all honor their memories by doing what is right and living our lives to the fullest! We should never allow ourselves to be complacent and always make a stand for justice. Whether we tinker away on our keyboards voicing out our rage or march under the scorching sun across EDSA, everything you do in the name of justice and righteousness is never a waste!

As long as there are people who are willing to lobby for righteousness, the people who try to take away our freedom and rights will never succeed! Let us all hold on together and never allow politics and injustice to continue its reign of terror! 

Lessons from Maguindanao

Every event in our lives has a lesson we can learn from. No matter how grim or desperate it may be, these incidents are put in our way to impart life-changing learning that we all can benefit from. The Maguindanao Massacre has, indeed, been an unprecedented event that has shocked a nation but at the same time united a country in seeking the very elusive justice that each and every one of us deserves.

We all grieve and sympathize with the loved ones left behind by the victims of this obviously inhuman act. From this we all remember that life is a precious gift given to us by God and that it is our eternal right to live it the best way we can. No one, no matter who they may be, has the right to take this away from anyone! What keeps us human and superior to every living being on this planet is the preservation of our own lives and that of others. When we cross that line, it just shows how we have decided to give up being human and stoop down to the level of beasts and predators!

Unfortunately, it is a sad truth that every day the sanctity of life is not respected and as Dr. Patch Adams once said, “Humans are the only beings on this planet known to kill their own species”. Life is beautiful and, in itself, a miracle that we should all be thankful for from the time we awake to the time we rest in slumber.  So, who said miracles don’t happen every day?

The next lesson we can derive from this is Complacency. Nothing good ever came out of complacency. Politicians and their private armies have been around for decades hence the common Filipino cliché for power: “Guns, Goons and Gold”! What has the government done about it? Nothing! It had to come to an appalling carnage of death before anyone ever thought of ridding Maguindanao of illegal firearms and disbanding so-called private armies in the area! What about the other areas?

Are they following too or will another massacre like this occur somewhere else??Are we waiting for a ticking time bomb to go off in some other unfortunate province? I really do feel that the current and incoming administration should stop resting on their laurels and actually do something about this! It may be easier said than done but politicians keep talking about political will on TV but I still believe actions always speak louder than words! To those running for office, stop jabbering and start doing something! Maybe then will you be worthy of our votes!

Although I can identify many lessons from this tragedy, one I will impart here is justice. I don’t know if you will agree that justice in the Philippines is elusive and harder to find than a needle in a haystack. Justice, like life, is our inherent right! Just like life, we are all deprived of it due to the greed and wickedness of other people. Justice should not be a privilege only to be enjoyed by those who can afford it. Whether you are a pauper or the richest person on the planet, justice should be equal and impartial. Sad to think that is just wishful thinking. How sweet the day will be when it’s not love but justice that is truly blind.

Lastly, as a doctor I can safely say that an ounce of prevention is better than a pound of cure. If only people in power knew the great potential they have to stop the madness and to not perpetrate it themselves! If only they would realize that a small bold act of standing up for what’s right goes a long way in preventing the horrors of this massacre from ever repeating itself. Power is a gift and a privilege that must be welded responsibility because lives hang in the balance when it isn’t.

Let us honor the fallen by living our lives correctly and to the fullest. We should always strive to learn about the lessons that life throws our way and may we always impart these crucial things we learn to others. No matter how difficult a situation may be, we all should remember that there is always wisdom to be learned from it. It’s the lessons we learn from pain that ultimately strengthen us to soldier through this difficult but glorious road we all call life.

 

 Please check out my other blog on the Maguindanao Tragedy entitled "Gratitude Over Justice?".

Gratitude over Justice??

Disclaimer: This article only seeks to question the virtues and morals displayed in the light of the recent Maguindanao Massacre that occurred November 23, 2009 in thePhilippines. It does not intend to defame any person nor does it suggest that suspects of this crime are guilty. Warning, pictures in this post may be horrific and not for the faint of heart.

                                                          

It’s been a while since I wrote anything on this blog site but due to the recent massacre that occurred in the Philippine province of Maguindanao, I feel that as a citizen and idealist that I should do my part to speak up about it. For those of you who are unaware of the “Philippine Massacre”,to make a long story short, two rival political clans namely the Ampatuan Clan and the Mangudadatu Clan have long been rivals in the Political arena for years. Members of each clan hold some form of government office from Mayor to Governor in the Province of Maguindanao.

One vice mayor belonging to the Mangudadatu clan decided to run for governor against an Ampatuan. After receiving death threats hoping to deter him from running; the Mangudadatu clan decided it is best to have the women in their clan file for the candidacy on behalf of the vice mayor. In Muslim culture, women are highly respected and usually no harm befalls them.That was dead wrong! Literally!

As the entourage of Mangudadatu women, including the vice mayor’s wife and sister, along with bodyguards, lawyers and journalists made their way to the Commission of Election office in another town, more than 100armed men stopped them. According to the vice mayor’s wife, it was a member of the Ampatuan clan that led the ambush. The whole situation ended in tragedy as almost 60 people (almost half of them women) in the entourage were murdered in cold blood and buried in massgraves. This incident is deemed to be the worst politically motivated killing in the history of the country. Not just that, it has the whole nation screaming for justice and the whole world condemning this as an act of inhumanity!

                                   

Guess who is trapped in the middle of all this? Of course, it is President Gloria Macapagal-Arroyo. According to some allegations, the Ampatuan clan was instrumental in the President’selectoral victory in 2004. It means she probably owes them a debt of gratitude. This is where the question comes in; is gratitude greater than justice? How did thePresident react to this? She responded promptly by placing the whole province under the State of Emergency and calling in the boys with bigger guns to maintain peace and order? That’s it??

It’s been days but no suspects have been arrested and no person has been made liable for this dastardly act!  I’ve even read in some news sources that the police forces in the area have been somewhat uncooperative and seem to be resting on their laurels while 57 lives were snatched right under their very noses. So much for serving and protecting the public!

Not to seem biased but in Filipino culture, gratitude is a highly revered virtue. It has led to people losing their lives and others giving up their dignity just to fulfil a debt of gratitude. Honestly, I do feel it is an exceptional quality of the Filipino people however I do strongly believe that they also use prudence and better judgement when exercising gratitude. I definitely wouldn’t jump off a cliff even the person I am indebted to commands me to do so! There are many ways of paying back debts of gratitude but it should never be in a way that defiles your very being. Everyone has rights and those rights should be safeguarded at all times. God gave us wisdom to decide what is right and wrong and we should never be slaves to gratitude.

                             

If you look at this situation, the question now is; what’s more important; life or gratitude? I truly do believe in due process of the law but having your spokesman tell the press that they (the PresidentialAdministration) are “only human” and unable to prevent this tragedy from happening, is just ridiculous! Sorry to say this but I feel it’s the most pathetic excuse to make when you think about the catastrophic potential of this incident. How can they even think about hiding behind a mortal limitation and not take into account the great magnitude of emotional pain that the loved ones of these victims have to endure?

Democracy is voicing out opinion or outrage over a certain situation. Each and every one of us has the right to speak up for what we believe is right. I will say that I do hope that President Arroyo will come to her senses and go all out to purge the perpetrators of this despicable crime no matter who they are! From a political point of view, she has taken too many hits during this term (with the “Hello Garci” scandal and everything else after that) and I honestly hope she can save her own dignity by doing the right thing. As they say, it’s not how you did during your reign but how you end it.

Will the President go down in flames for this or will she step up and show us she truly is a leader doing the right things? No amount of gratitude will ever be worth more than justice! Justice and prudence is what makes us above other living things on this planet. Don’t tell me that we have all stooped down to the level of lower life-forms. I’d be too ashamed to be human if we did!

                                              

Senseless Rage

As a manager, I’ve had to make decisions that deemed me unpopular and unlikable by some employees. Unfortunately, that’s all part of my job! There are times when the concept of putting people first does jeopardize the company and a swift, and often ruthless, decision has to be made to keep everything afloat. The next thing I know, I suddenly have become the target of comments on social media networks.

                                                            

Not that it always bothers me and I have been known to love a little controversy in my life. There are times however where the comments are so low that it irritates me and qualifies as, what I like to call, “Senseless Rage”. Why senseless? It’s because these comments are tasteless and often have no basis. These people, often in great anger, would stop at nothing to take shots at you anyway they can. Most often, they don’t even have the guts to say these things to me personally. It may sound defensive but this also qualifies as childish behavior and denotes a lack of personal responsibility in the people who engage in such activity.

I have always advocated for the responsible use of social media as a medium for quick and efficient communication but it is people like these who ruin the very essence of it. They act like deprived children and find it reliving to trash the very person, online, who denied them of whatever it is they wanted. I’ve always been upfront with people, whether they were team members or my boss, so I definitely do not appreciate people we can’t give me the same courtesy.

People who dabble in senseless rage actually do something they don’t know. By allowing their anger to manifest online, they throw away control of their situation. In other sense, they have just handed the reins of their life over to the person who is the explicit target of their rage! By not having the courage to be upfront, they cover their inadequacies by posting hateful comments about others online.

At one point or another, you may have had the impulse to give in to senseless rage but let me tell you that it’s not worth it! I would never want to live my life without control, much less, let my anger control it for me.  We may think that posting comments about others gratifies us but in fact we are just showing off our inadequacies and insecurities to the whole world.

Just Keep Going

The other day I was driving along the highway.It was a pleasant drive when suddenly, I was prompted by the traffic police to enter a lane on the other side. I knew that counterflowing was a trick they used to relieve traffic congestion but the road before me was clear. The SUV in front of me ignored the signal and went on straight. At this point, I was having second thoughts but I decided to heed the signal and I reluctantly entered the counterflow lane. 

Driving on the opposide side of traffic flow is a strange feeling and I suddenly began to curse myself for making the wrong decision. I keep glancing over to the SUV that had continued on the right side of traffic and saw that he was making better progress than I was. I spent the next few minutes regretting the decision I made since driving in counterflow was dangerous and the vehicles in front of me weren't moving too fast. I knew this bad choice would cost me at least an hour's delay from reaching my destination.

Suddenly, I caught up to the SUV I was eyeing and he was slowing down for some reason. Then it hit me! The reason why I was prompted to go into the counterflow lane was because there was a slow traffic build-up ahead although it wasn't obvious to me that time. Soon, the SUV came to a screeching halt while I and a few others drove by. Minutes later, we were lead back onto the right side of the road and away from grid lock traffic. Instead of an hour's delay, I actually had saved an hour's travel time by avoiding the heaviest traffic of the day.



That situation taught me something. Many times in life we often compare our situation with others just like I did with that SUV. We see other people making progress which makes us question whether we really are doing the right thing. Go with the flow; everyone would say and we are compelled to reassess our actions. Usually we end up conforming to what is "the flow" and oftentimes it leads us nowhere. 

If you are in the middle of an endeavor you truly believe in and someone points out that doing something else will prove to be a better use of your time, what do you do? Would you stop it just to be safe and conform or will you venture into the abyss of the unknown? Honestly, most of us will stay in the safe harbor of the known and we end up being ordinary. To be truly great in this World, we must not stand for conformity and mediocrity but we must strive for what we believe in. It's true that not many people would be brave enough to venture into the unknown but many great people have emerged from it greater than they were before.

Examples? Too many to mention; Amelia Earhart, Gandhi and a whole lot of great people in history ignored conformity and just kept on doing what they felt was right. My advice to you is to not let people tell you what you are doing is wrong and not to let yourself conform and curse yourself to being average. Great people never look at what's around them, they just keep going and going. Like the Energizer Bunny, who just keeps going and going, we all should too.


Leaders Can't Fix Everything!

I've always had the notion that I could fix everything. When I was a kid, I would take apart my dad's radio and try to put it back together. After spending hours tinkering with wires, nuts and bolts, I successfully assembled the radio only to find two extra screws by my side. I think you know what happened next. Even as I grew up, I've always tried my best to fix everything around me. Whenever my friends had problems, I'd go all out just to try to find the best solutions and ensure the most favorable outcomes. Unfortunately, when it came to my own problems, I never had the will to fix that and usually my life takes its turn for the worst. 

Being the persistant person I am, I carried over that attitude to my management career. Whenever one of my employees had troubles with something, I'd always jump in and go out of my way to help them. When things don't go the way it's supposed to, I end up feeling dejected. 

                                                    

It is a known fact that managers are not qualified to be counselors and, in the U.S., some states actually have laws preventing managers from giving out personal advice. Many managers may feel the same way I do. That feeling that as a manager, you have to save the world! Neither you nor I can do that and coming to terms with that reality seems harder than it sounds.

As managers, we are expected to be leaders and as leaders we must always do what is right! Some people may think that favoring people over the organization is the right thing but in my experience it is not. Favoring the company over its people is no better! People create results and results favor the company. It's that simple so what's the solution? A proper balance!

Accommodation serves no one any good. Employees who always ask for this will eventually run you dry. When you are all dried up then that's when they leave you for good. Many leaders feel that if they don't accommodate all of their people's needs, they will become unpopular. Well, come to terms with the fact that part of a leader means becoming unpopular because they stood for what's right! If an employee is asking for an accommodation which you know favors no one and could harm the company, then do what's right! 

You may feel that getting people's gratitude is the way to go but I will tell you this; gratitude is overrated! People never show gratitude anymore. Favoring the gratitude of other people over doing what's right is the worst trap you could ever fall into. If you are a leader, you must do what's right no matter what the cost is. If you have done the right thing, people who berate and criticize you because of this can only make you feel bad about if you give them the permission to do so.

Do what's right and don't waste your time fixing things that can't be repaired!

Small Random Deposits

Have you ever thought that your contributions to an initiative was small and insignificant? Have you ever worked in a job and felt that you weren't making a difference yet somehow everything seems to be getting done anyway? Have you ever been so bored with the daily grind of life and feel that you have lost all worth as a human being?

Well, if any of your answers are yes to those questions, better think again. You may feel that your efforts are as insignificant as a single bead but the more you do this everyday, the more contributions you are making. Think of life as a string of pearls and that each passing day is another pearl added to the necklace. In time, you will build a priceless pearl necklace that has greater value the longer it is.

I once heard of an African-American woman who used to wash clothes for a living. She lived a simple life and never concerned herself with the flamboyant lifestyle of the people she encountered. She neither envied nor admired such a grandiose way of living. A noteworthy thing she did was, every single day of her life she would take the nickles and dimes she earned from washing other people's clothes. Every single day she would make these small and seemingly insignificant random deposits. Soon the decades passed by and she was 87 years old.

Want to know how much she eventually accumulated? It totaled to a quarter of a million dollars! Being the simple woman she was, she didn't spend this on a new house or a new car. What is did was donate it to the church, to her relatives and to a local university to set up a scholarship for underprivileged African-American students.

Do you now see the results of her small random deposits? What did we learn from this aside the fact that collecting nickles and dimes can actually accumulate to a large sum of money in due time? The message here is that we may think that every little deed we do is insignificant but we fail to realize that the more we do it, the more valuable it becomes not just to us but to others as well. So keep on doing what you are doing and, who knows, someday it will make a difference.

A Customer's Prediction

This was during the time I was a call center agent. I had come into a shift not in the best of moods and I proceeded to take my first call. The customer was a middle-aged man named Robert who was having some problems with his account. So, I took it upon myself to guide him through the process of fixing the same mess he created. Although there was an impulse within me to lose my cool, I stayed with him and it took almost an hour to fix his account. Mostly because he had no idea of what he was doing and he wasn't able to follow my instructions well.

Feeling somewhat relieved that the issue had been solved, Robert thanked me for my patience and went on to say "I see a promotion coming your way soon and great things for your future. You are going places!". He then asked for my supervisor and told him what a wonderful job I did and how satisfied he was of the service he had received. All of that from a person I wanted to slam the phone down on.

What did that teach me? First, it taught me not to let my mood affect the way I treated my customers and the next thing was that giving your customers your best will define your success in a customer-oriented career. It's a simple fact that if you love interacting with customers then become a customer service representative. If not, then find something else to do with your life!



Robert never struck me as the type of customer who would praise me or appreciate anything I did. I actually fought the impulse to get rid of him (during the call) since I felt it was a waste of time helping him. What he said did come true. Instead of a simple kudos, it sounded more like a prediction because month after that, I became a trainer. As for going places, I sure did and a few years later, I moved on to become an operations manager.  

To be successful you must always take into account that your customers always come first. When you are in customer service, you are technically an actor because no matter how irritating some customers are, you still have to put on your best face and help them with their concerns. I am sorry but there is no other way around it.

True leaders will always do what's best for their external customers (actual customers) and their internal customers (the people they work with). If you can't please either then maybe it's time to consider other avenues of employment.

I hope that I can share my other customer service experiences to you in future blogs.

Stop Playing Victim!

What that bugs me a lot is when people always say they are the victim of something. Whether it’s a bad boss or always having bad luck, it always makes things a whole lot easier just to “play victim”. It is always the easy route to take by not accepting responsibility for something and to just blame it on external forces, or worst, on the supernatural.  I honestly have gone through such a phase myself when every time things don’t go the way I want it to be, I automatically go into “victim mode”. This usually results to one of two things. Either I’ll cower into my shell and wait for it to pass or I’ll just take flight. None of these solutions have gotten me anywhere.


It made me feel good. Playing the victim indemnified me of any part in the situation however, by doing so I didn’t realize that I relinquished all of my possible control over the scenario. Why do we resort to such foolish tactics? Is it to gain the sympathy of others? Probably! Is it to regain our self worth by pinning the blame on someone else? Most likely!

Whatever the reason may be the bottom-line is that we are just manipulating ourselves and others into believing that we can never be responsible for the mishaps in our life. I have come to the point in my life where I can safely say to myself that anything that happens in my life is a product of my own doing. Any decision I make will always have a consequence. Just because that consequence is not to my liking does thate mean that playing victim will wash away any responsibility on my part? I don't think so!

Jennifer Aniston, the famous Friends star, when asked about her failed relationship with Brad Pitt said that she gives herself just one day to play victim. After that, she then takes responsibility for her part in the failure. Even if that part was a meagre one percent, it is still something she will strive to improve on. I have heard every excuse known to man and you’d be surprised how outrageous some of them are. Just to rid themselves of any part in an undesirable situation, people will go out of their way to tell the tallest of tales.


I believe it should stop here! You will never progress in anything if you always feel you are being victimized by others. Why would you want to be the victim and give control to other people? The more you deny responsibility for any part of a situation; you have just handed the reins over to the other person and let them take control your life. It’s like riding in a carriage but you not having any control over the horses and the direction they travel. In fact, playing victim makes you weaker and more vulnerable than you can imagine. Stand up, be responsible and take control! That’s the only way you can ever hope to steer your life in the right direction!

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