By Dhammika Kalapuge
The present crisis of COVID-19 is an eye opener for all nations worldwide. It teaches us so many lessons. Primarily, we are now forced to think whether it has overtaken the threatening power of the nuclear bomb coupled with the long range missile, that we thought are capable of destroying the whole of mankind within a matter of few seconds.
This tragic phenomenon was foreseen in 2015 by Bill Gates, the founder of Microsoft in one of his TED Talk presentations, when he said that “Today’s greatest risk in global catastrophe does not look likely to be a nuclear bomb but by a highly infectious virus that is threatening many millions of lives “
Truly, all these days we thought the greatest power to destroy earth is held by the superpowers who control the nuclear arsenal of dreadful weapons together with long range powerful missiles. These missiles are capable of reaching far away targets mostly located continents apart, with meticulous accuracy.
Sadly, we underestimated the tremendous power of the ‘micros’ that could stealthily seep through all great walls or any bullet proof barriers. Billions of dollars were spent to explore the possibilities of setting up human habitation in the outer space some day in the future, hopefully on the planet – Mars. In this process,however, we seem to have overlooked the absolute and overwhelming need to protect the the Earth, our own native habitat of mankind, from the invasion of such a dreadful and devastating viruses like COVID -19.
The spy satellites now deployed are so versatile in design that they are even capable of identifying the brand name of the underwear worn by the enemy soldier. Yet, we have so far failed to invent a single sophisticated device that could detect or arrest the serious damage a virus can cause to people and economies throughout the entire globe. Regardless of one’s own supremacy and the ego, whether you are a king or a beggar, the power of COVID-19 is equally destructive to everyone, that no bunker is capable of giving shelter. Perhaps the fact been that in 12.9 billion years old infinite universe we are connected to one another some way or the other. That could be the reason why things that affects one has an effect on another sooner or later.
Whatever, the branded items a person may own to project ones own social status, they have to be surrendered to this invisible tiny despicable brand ‘COVID-19’ which has become the universal brand of popular abhorrence overnight. It perhaps reminds us the message that ‘at the end, what really matters is nothing but real simplicity.
Let us not waste valuable time in the search of innocent scapegoats for loading the blame with. Instead, all our resources must be diverted towards finding a quick remedy to end this crisis as early as possible. In the interest of all living beings on this planet, let us now begin by appreciation, with due emphasis on the vital aspect of SERVICE rendered by all parties involved in the management of this present crisis situation.
Let us not waste valuable time in the search of innocent scapegoats for loading the blame with. Instead, all our resources must be diverted towards finding a quick remedy to end this crisis as early as possible. In the interest of all living beings on this planet, let us now begin by appreciation, with due emphasis on the vital aspect of SERVICE rendered by all parties involved in the management of this present crisis situation.
How well we as citizens of the country can make a vital contribution consciously at this crucial moment of time. It is encouraging to note the commendable actions promptly taken, by all authorities in our country, thus indicating that we are moving on a favorable direction. Incidentally, the Worlds Health Organisation (WHO) has already commended the satisfactory manner in which Sri Lanka has so far managed the present crisis. In recognition of this achievement Sri Lanka is now listed within the top ranking ten countries in the world.
Self-Discipline
When we are faced with a crisis situation, the first concern must begin with ones own self commitment to abide by the rules and regulations enforced by the authorities. The self-discipline is not something that one has to practice because you are forced to do so by law or by a set of rules that has to be obeyed or complied with according to tradition. It is a set of behavioural pattern of habits one has to follow with a deep sense of conviction. Regardless of your being subject to surveillance or not, what you do must be the spontaneous execution of natural habits. In a crisis situation, reminders are needed to be given occasionally to assure that ‘what you are doing is right’ or to educate that ‘there is a better and a novel way to do it’. The media campaigns on demonstrating the correct ways of rinsing and washing your hands, enhances the importance of health consciousness amongst the general public.
Role of the public
Moreover, in a crisis situation the Government has to take certain decisions in the best interest of its people. Long holidays and sometimes weeks of curfew had to be declared to comply with the WHO directive as social distancing was considered to be one important defensive measure of controlling the risk of spreading the virus.
Nevertheless, the question arises as to what extent did all of us comply with this initiative. Sports events, holiday trips and pilgrimages were arranged and encouraged untill the authorities intervened and banned them. Just before the enforcement of curfew long queues were seen outside liquor stores. Strangely enough, it would have been a pleasant sight to see if such a rush was formed at the Blood Bank in response to its’ urgent appeal made for blood donations, as their reserves were almost depleting at that time. There were instances, during curfew days or holidays, when people gathered to have a party time in their residences with friends and neighbors, ignoring the fact such gathering activities promote the spread of this virus.
Instead of blaming others for whatever lapses you may observe, the obvious choice for you is to comply with the law and do what is morally right and correct. In the contrary, as the most convenient option if you select another peson to palm the blame with, that claim is bound to bounce back and bring shame to your own conscience before long.
Work from home
For the first time in the known history, the Government declared a time duration to work from home, perhaps to achieve two main objectives. Firstly, to avoid congregations in commuting to work place and grouping in the offices. Secondly, whilst being at home, without considering them as on leave, carry out tasks that can be done easily with the effective usage of available technology. This being the first such instance of working from home, if this trial works well, it can altogether create a new culture. If at all, this new culture can enhance the productivity of the country even during a period of a calamity, it remain a matter worthy of serious consideration for future adaptation.
Some of the self-disciplines to be practiced whilst working from home are as follows:
Create a mind-set shift to accept the fact that your office now functions from home. To establish this, initially, you need a physical and a mental preparation;
Get dressed into a smart real attire in the morning. One company secretary told me that she even had her usual ‘facial make up’ in readiness to face the video conference with her office from home.
Arrange a separate place to work, ideally located far away from the bedroom, with the least amount of disturbance form kids and pets with ample ventilation, lighting and most importantly uninterrupted Wi-Fi signals.
Take the usual tea and lunch breaks according to the normal timing you had got used to while in the office. Avoid having too many snack breaks that will eventually have an impact on your health. Do some stretch exercises.
Just because you have started ‘work from home’ let not feel isolated. In regular intervals be in constant contact with the base and with other colleagues as and when time permits during the day. It will help to develop and strengthen internal networking and also eventually help to serve the external customer better. Share information, and also engage in little conversations in order to break the monotony of working in solitude. Moreover, connecting people and having periodic check-ins is helpful, not only to maintain human connection but also as a measure of relief to resolve any personal life issues that crops-up while ‘working from home.’
Furthermore, to break the usual monotony and make the day more enjoyable and meaningful, gather in a group as a family to have your meals together at meal times. To extend service to your own loved ones, get involved in household chores like cooking, cleaning and arranging the house etc., Engaging in some routinal religious activities, admiring a ‘piece of art’ and listening to the sounds of the nature like birds singing and wind blowing etc. are all pleasant diversions.
Take personal responsibility
We need to impose the self-discipline to its utmost in order to maintain our own health. In accordance with the information as given by the authorities and media, maintain social distancing, take prescribed medication to enhance our immunity. Nevertheless, if a slightest doubt or any signs of Corona infection is evident, we must have the self-discipline to be honest and truthful and seek prompt medical assistance by calling an ambulance for conveyance. Make sure that you isolate yourself immediately from others and ‘serve’ the family by being away from them. As said repeatedly in media never ever consider that ‘quarantine’ as a ‘punishment’. It is only a ‘facilitation’ procedure adapted as a ‘preventive’ measure. Because of the dishonest and irresponsible behavior of some infected person, there occurred an instance of necessity to close down an entire intensive care unit of a particular hospital. This caused a serious handicap in its essential need of functioning at a critical time like this. A worthwhile question to ask is; if people could risk their lives in resorting to all manner of illegal means to migrate unlawfully to other countries in search of green pastures, why should they hesitate to be truthful about their health conditions, on their return to their own country specially when they are susceptible of bringing in some deadly infectious virus.
At present COVID-19 is considered as a serious virus that has brought about fatal as well as severe economic consequences worldwide. However, here in Sri Lanka it has resulted in a lower range of deaths as compared with other virus infected countries in the world to date. The alarming nature of this specific virus is that it spreads faster than any other and carrier will show no symptoms. In the event, if the number effected goes beyond the available managing capacity of health caring establishment, the obvious outcome will be a bleak future for the entire country.This is what exactly happened in Italy, the second country in the world that claims to hold the highest number of per capita intensive care unit beds in hospital service. Therefore, the self-discipline one practices to ‘serve’ ourselves first, can eventually ‘serve’ the entire society.
The His Excellency President, Prime Minister, Ministers, relevant authorities, medical professionals, three forces, police, hospital staff, media, food suppliers and others are serving round the clock to arrest the situation with the hope of limiting the damage from this epidemic to the minimum. This untiring efforts put in by all of them has to be recognized by every responsible citizen in the country. The defensive strategy professionally executed by the authorities here in Sri Lanka, to arrest the spread of COVID-19, is already highly commended by WHO along with several countries overseas.
We owe to all those concerned in the society a conscious service during this time of crisis. We have to behave with a committed sense of self-discipline by obeying the stipulated rules, such as social distancing, wearing face masks and hand gloves, usage of sanitizers etc. Adopt the novel mode of purchasing your daily needs through the on-line system that is gradually gaining ground now.
As customers it is our duty to buy the bare essentials, in limited quantity, with concern for leaving some items for others to buy in this time of scarcity.The need to co-operate with each other in a crisis situation has to be considered as an obligation all of us owe to the society. In similar situations serving others too, with a great sense of humanity becomes a commendable task. We all can draw a worthwhile learning experience when we reflect the behavior of Japanese people in March 2011, when they were hit by one of the most devastating Tsunamis. Just after this natural disaster, every affected individual was concerned about the other fellow citizen when they were purchasing groceries. Only one small basket of items was considered as sufficient for each household. When some youth received food, distributed by the aid relief teams, they made it a point to donate their own parcel to the senior citizens, with the gracious remark “We being young and youthful, we have the energy to walk around to find our own daily bread”.
It was sad to observe initially when the long curfew was declared, without any sensible reason, vehicles queued up at filling stations to get tank fulls of petrol. There was in reality no need to do so because one’s movements were restricted during the curfew hours. This happened, despite the fact that authorities had given the assurance that they hold enough fuel stocks to last few months. People ignored the simplest fact that such unnecessary panic and gathering brings about the risk of exposure to contact this deadly virus. Similarly, the moment curfew was lifted, some crowds were seen gatherings at road junctions merely to watch the movement of vehicles on the road.
Helping hand
Under the given circumstances the initial service actions taken by many individuals and corporates are commendable. Mr. Dilith Jayaweera the Executive Director of Citrus took the initiative to offer their luxury tourist hotel for the purpose of quarantine.
This praiseworthy act was followed by many other hotel groups in due course of time. The telecom companies offering free packages to facilitate ‘work from home’ was fulfillment of a dire need for many users. Dr. Lasantha Malavige the Chairman of Lassana Flora, in order to meet the pressing need of the hour, having deviated from his ‘core business’ has now begun a vegetable home delivery service to operate during curfew hours with the use of the available resources such as the existing freezer fleet, storage facilities and technology. This move helps to ‘bridge the gap’ between the farmer and the consumer at a crucial time like this. This service initiative was highly patronized and commended by many as a ‘consumer convenience’. The Dialog Axiata PLC, Sri Lanka’s premier connectivity provider, pledged Rs. 200 Million for urgently required ICU capacity development in hospitals selected by the Ministry of Health (MOH). There had been many other benevolent people who had come forward to ‘serve’ the nation at this hour of urgent need.
This is the time our customers are in need of our service mostly. Under this pressing circumstance we have to set aside our formal designations and work collectively so as to fulfill their requirements to the maximum during this curfew time when time allowed is limited for transactions. At the year’s end when performance of my staff is due for appraisal, there is one important factor that I will take into consideration. That is to see to what extent they created an extra value proposition to our customers during this crucial time”.
Furthermore, banks are encouraging its customer to carryout transaction using the available modern technology, and they are in the process of introducing mobile ATM facilities much closer to the customer’s place of residence. In addition, utility providers are now given extension of time to settle their dues to the Bank. Ms. Shera Hassen, the Head of the Privileged Banking Unit of NDB, who was seen on duty at the counter along with her entire team to shoulder the pressure, said that “This is the time our customers are in need of our service mostly. Under this pressing circumstance we have to set aside our formal designations and work collectively so as to fulfill their requirements to the maximum during this curfew time when time allowed is limited for transactions. At the year’s end when performance of my staff is due for appraisal, there is one important factor that I will take into consideration. That is to see to what extent they created an extra value proposition to our customers during this crucial time”.
During a period of crisis, people usually tend to feel the importance of being cared for in service most. Such acts will always create in their minds a lasting impression about the service providers, that is certain to bring about long-term relationships.
The Power of a ‘micro’
Although, nobody could exactly predict what is in store for all of us in the future, many are in the hope that the threat from COVID-19 will subside soon. This can happen either by people developing the immune system within themselves to destroy and resist the virus, or with the introduction of a suitable medication/vaccination from the medical researchers who are currently working in earnest globally.
However, as it is COVID-19 will leave behind many valuable lessons for us to reflect upon in the near future.
Learnings
Any disasters whether natural or man made are ideal instances to make a learning from. However, the general tendency is for people to forget things very quickly. Instead of repeating the mistakes of the past, let us now remodel our lives using the lesson of experience learnt from this crisis.
In this process all of us must understand that most precious thing in life is not the accumulation of ‘wealth’ but the maintenance of ‘good health’. Every innovation or habit has to revolve around giving the utmost priority to the aspect of one’s own health similar to Japanese people always giving priority to the ‘safety first’ aspect as a prime concern before they embark upon any mission. All species living on this planet need some space to live peacefully as they add beauty to the natural environment. As we all could experience these days, even in urban areas, birds are singing and flying freely in unpolluted skies. After long years, is it not fascinating to hear the Cuckoo singing tunes heralding in the new year season. It is reported tha after many years’ Himalayan range is now visible from New Delhi as the smog is cleared after the lockdown in the Indian sub-continent. We have now begun to cherish and be inspired by the long forgotten natural environment around us.
As human beings we are all obliged to serve each other with a dedicated purpose along with a sense of balance and focus so as create value as an end result. Life is too short a period to waste in finding faults of others. Remember the saying; “Love lives by giving and forgiving, whereas the self lives by getting and forgetting.”
Avoid the never ending rat race. Nature’s warning for us is to obey the command ‘halt’ which is more powerful than any other civic law or manmade barrier. Take in what you can be easily chew inside the mouth. Any attempt to do things beyond one’s capacity creates unnecessary stress on you causing sickness at the end. This planet is already sick and severely ailing due to global warming, bush fires, floods, droughts and deforestation etc.
Get involved in purposeful innovation that would give immediate benefits to all beings to live peacefully and foster loving kindness to each other. Practice ‘metta’ to every living being on the earth.
Working from home is entirely an opportunity to try out new methods of doing things in a better way to and enhance productivity. If this paradigm shift really works it can bring about altogether a different value dimension to the economy. Lesser need for office space found only in sky risers, no traffic congestions and no need for parking facilities. All these possibilities can create a significant, favorable impact to the economy and environment as well. Saving the few hours just spent otherwise in commuting can then be diverted towards enhancement of productivity some way or the other.
Most importantly, people will have more time to spend with their own family with loved ones, and to co-operate by extending help and seeking support from others. Perhaps, COVID-19 eventually will help us to give a true meaning to the inappropriate two word phrase ‘work-life balance’ that was in common parlance so far in the corporate sector.
Get involved in some spiritual activities; be mindful of the fact that everything is impermanent and learn to live ‘this moment’ peacefully.
In a country like ours, this virus can help to re-establish ‘the great values’, we have so far cherished such as treating others compassionately, conscious effort to maintain cleanliness and simple disciplines like lining up in a queue without being a bother to another.
For the time being, be a strength to the families who have patients suffering from COVID-19 an accept the ones who are cured and coming back to the society as normal human beings. The manner in which the first victim cured, the Chines lady, was given a ‘goodbye’ when leaving the country was a remarkable act of compassion. Furthermore, it was a symbolic gesture of ‘embracing a country’ rather than a mere hug given to the lady by the Honorable Minster of Health.
Moreover, the first Sri Lankan patient to be cured voluntarily donated blood, to another victim of COVID-19 infection with the hope that his blood is ideally suitable for the recovery of this ailing patient. Such blood samples may also be of immense help to researchers who are now working around the clock in the search of a suitable medication to overcome this sickness. Those who were cured are not mere survivors but consider them as great victorious warriors who won the battle against COVID -19.
The future
We are a proud country which has had a resilient past. Despite that strength, we as a nation have missed ample opportunities given for our betterment. We lost these mostly due to lack of foresight and focused vision. When we were inundated by the Tsunami in December 2004, we gained immediate recognition as the best country, in the region, that managed the situation very well within a short period of time. We have gone through much more disastrous calamities in the past. We are a country which faced, three decade of a war that costed over SLR 20 Trillions , but not a single person ever was allowed to die in starvation. We won that unwinnable war, a dream that became a reality to the nation. Since then we have had a great opportunity to position our country as a ‘terror free tourist destination’ but we failed to derive the fullest benefits of that as well.
However, we are fortunate at this moment of time to have a President and a Senior Team who have experiences in serious crisis management and rehabilitation situations. All relevant government entities serving so passionately and effectively had given a significant boost to the citizens to face the crisis with great relief. Similarly, with the strict measures taken, let’s be hopeful that we will overcome the threat from this virus, in the near future. What is important is our readiness to face the consequences of this crisis united as a nation.
Let us start with the easy things first; begin the greeting by saying ‘Ayubohwan’ with the proper posture of gathering the two palms to meet at chest level in the manner of a lotus pod with a slight bow bending as the Japanese do.
Most importantly there can be a shortage of food for consumption and also a short supply of raw materials for industries to function. Hence, the need will arise to be cautious with the present consumption of food. Now is the time to think about the relavence of the often quoted saying that ‘we eat to live and not live to eat’.
Let’s explore the possibilities of growing vegetables at our own home. We tried it successfully in the early part of seventies when the entire world was about to face a shortage of food. Since some of us today live in apartments, space for home gardening is limited, yet for all, the possibility of growing at least few vegetables in pots is worthy of consideration. If there is a will there is always a way.
This epidemic has shown as ways and means of venturing into production areas which we never thought of before. For an example the imported cost of a Ventilator was in the region of Rs. 4 million, whereas now it can be manufactured locally with our own expertise for about Rs. 400,000. This no doubt is an achievement that deserves the attention of all concerned.
We have now realized that we have the necessary ‘know how’ to manufacture face masks, hand gloves, surgical gowns and sanitizers locally, thus saving the huge amount of money spent in the import of these items. If we are being considered as one of the top countries who are manufacturing best quality garments to the West, we definitely have the potential to manufacture the said healthcare products cost effectively in keeping with recognised good standards. Moreover, we are now exploring the possibiliy of making as much medications locally as possible, with the intention of meeting both local an foreign demands. In addition, a great enthusiasm has developed to research on the suitability of using available native indegenious treatment in the present situation
We been an island, if maintain the track record as one of the best countries who managed the COVID-19, extremely well, will help us in the future to win over the trust amongst many tourists and investors as a place to place their confidence with. This will eventually help to tag our country as; ‘Sri Lanka, So Lovely, Serving Lovingly’!
What is needed is our strong commitment. The best way to express commitment can be easily seen by the example published in the mass media of 15-March, which gave us the news about a 72-year-old Italian priest, by the name Don Guiseppe Beradelli, who being a COVID-19, opted to allow the use the ventilator intended for him, to be given over to save the life of another patient who was much younger than him. Therfore genuine commitment is ‘not what you contribute, but what you sacrifice’.
This virus can be considered as a ‘blessing in disguise’ and an eye opener to demonstrate the inherent true potentials that lie hidden within all of us. With a positive and a dedicated attitude of concern this gives us an opportunity to begin by opening a new chapter in our country.
CORONA-19 may be seen by many as a virus that will lead all of us to a recession or to a depression. On the contrary, Bill Gates rightly says that he would rather prefer to see it as a “great correction which reminds us of the important lessons that we seem to have forgotten and it is up to us if we learn them or not”.
Furthermore, the simplest yet, very powerful lessons for all of us is to reflect upon some of the wise quotes made by few luminaries in the past.
Late Professor Uditha Liyanage ( Former Director,Post Graduate Institute of Management ) used to often say “Be brilliant with the basics”.
One of our imminent greatest engineers , late Dr. A N S Kulasinghe used to say “Always go by the first principles”.
I believe that “The fundamentals will always remain the same”.
Let’s see how well these simple principles can be applied to our lives as a CORRECTION from CORONA-19 virus to give a true meaning to our lives in order to better ‘serve’ the mankind and the nation into the future.
—————————————————————————————————————————————
Dhammika Kalapuge is one of Sri Lanka’s most sought after trainers, a name synonymous with service quality enhancement training.
SIPCOM – 1 (Pvt) Ltd is a company involved in Total People Development. At present Dhammika works as the Principal Management Consultant and a Trainer focusing on service quality enhancement, system studies, mystery customer surveys, employee satisfaction surveys and employee motivation, to achieve higher productivity, customer growth and retention.
Dhammika has had held senior marketing positions at Sampath Bank, Eagle Insurance and Eagle NDB Fund Management. Prior to launching his career as a dedicated professional trainer he held the position of Vice President – Marketing at DFCC Bank. Dhammika has over twenty years of experience in Services Marketing and has benefited from many professional development programmes held both locally and overseas.
During the last two decades he has conducted over two thousand six hundred fifty inspirational workshops in Management, Entrepreneurial Development, Customer Care, Service Excellence, Relationship Marketing and Motivation to over 700 leading public, private sector and multinational institutions both in Sri Lanka and overseas. Also, Dhammika has been a keynote speaker at several local and international forums.
Over 350,000 participants have benefitted from his programmes so far. A highlight of his career was the recognition Dhammika received in been invited by Her Excellency Chandrika Bandaranaike Kumaratunga, then the President of Sri Lanka to do a two day programme to her Cabinet of Ministers, which was conducted in 2004 as a residential event in Kandy with the participation of Her Excellency who was specially appreciative of the programmes done for the Presidential Secretariat and other Government institutions.