Jethro's Management Principles (Part 2)

Continued from Part 1
3. CONSULTATION

Jethro exceeded Moses in his administration and management. But Moses excelled in the things of God and what he was called into. Yet Moses applied his ears to listen. He did not think that this will undermine or diminish his authority in any way.

A. Jethro’s Counsel (V 19, 20)

v19 Listen now to my voice; I will give you counsel, and God will be with you: Stand before God for the people, so that you may bring the difficulties to God. v20 And you shall teach them the statutes and the laws, and show them the way in which they must walk and the work they must do.

Jethro and Moses face to face:

- Listen now to my voice (Basic courtesy)
Everyone should be quick to listen, slow to speak and slow to become angry James 1:19
- I will give you counsel.

Moses and God:

- God will be with you: (God must be in it)
- Stand before God for the people. (Lead people to God)
- Bring the difficulties to God. (God will undertake the burden)

Moses and the People:

- Teach them the statutes and the laws.
- Show them the way in which they must walk and the work they must do.

B. Jethro’s Mobilisation Advice (V 21, 22a)

v21 Moreover you shall select from all the people able men, such as fear God, men of truth, hating covetousness; and place such over them to be rulers of thousands, rulers of hundreds, rulers of fifties, and rulers of tens.22 And let them judge the people at all times. Then it will be that every great matter they shall bring to you, but every small matter they themselves shall judge.

Moreover (Emphasis)

Selection based on traits first and abilities

- Traits, able men, such as fear God, men of truth, hating covetousness;
- Ability, place such over them to be rulers of thousands, rulers of hundreds, rulers of fifties, and rulers of tens.

Apply:
The Work Process and Requirements

- Let them judge the people at all times.
- Then it will be that every great matter they shall bring to you, but every small matter they themselves shall judge.

4. EXECUTION (VV 22b, 23)

v22So it will be easier for you, for they will bear the burden with you.23 If you do this thing, and God so commands you, then you will be able to endure, and all this people will also go to their place in peace."

A. Results of Execution of Jethro's Counsel (v 22b, 23)

- People will bear the burden with you.
- Make sure God commands it (Jethro honors God).
- You will be able to endure, and all these people will also go to their place in peace.

Apply:
Moses listened and did everything that was advised. (v24)

Selection, Training and Organising

Moses select and train able men out of all Israel, and made them heads over the people: rulers of thousands, rulers of hundreds, rulers of fifties, and rulers of tens.

Moses Capacity Building (Re-engineering)

Moses leadership was at a state of decline due to lack of administrative wisdom. God sent Jethro as the re-engineer and capacity builder.

Capacity builiding is the release from inertia. It requires some outside help in the form of a personality or system that produces momentum for positive development to take place.

This development is internally sustainable by local people after the external push is removed.

Three Year Mentoring Program for Strategic Missions Coordinators - Home-based (Part 1 of 2)

Ministry Objectives

Primary:

1st Year – Learning and Experiencing
1. Gain experience and getting acquainted in field ministries in designated countries. Involves at least 5-8 overseas trips.
2. Teaching/training various modules on-site.
3. Learning to handle logistical, administrative and operational work for each project.
4. Liaison with local leaders.
5. Learning to raise faith and friends for the ministry.
6. Responsible to raise resources for personal ministerial expenses.
7. Expected time away from home: up to 2 months
8. Key traits - Learner
9. Key Skills mastered - Administration, Logistical and Operational Work

2nd Year – Tactical and Operational
1. Extend travel up to 12 times a year.
2. Contribute to improving organizational standards for field and home operations.
3. Involve in co-coordinating and supervising training and church planting work.
4. Build your portfolio of ministries and stature for missions in the field and at home.
5. Start initiatives in new locations and ethnic groups by mid-year.
6. Link and mobilise with current national partners and home supporters for the new initiatives.
7. Learn strategic decision-making as to items (3) to (6).
8. Raise more friends and resources.
9. Expected time away from home: up to 3 months
10. Key traits - Enthusiastic, Team player and Influencing
11. Key Skills Mastered - Mobilising and Extending Growth

3rd Year – Strategic and Leading
1. Narrow down focus to 1-2 countries.
2. Primarily involve in coordinating and supervising training and church planting work.
3. Start training and church planting in with new local networks and groups.
4. Raise resources (prayer, teachers and funds) for the field from home and regional supporters for new works.
5. Duplicating yourself by mentoring new workers locally and in the field.
6. Alliances with churches to expand area of responsibilities both geographically and structurally.
7. Key traits - Leading confidently
8. Key skills mastered - Strategic thinking

Ongoing:
1. Assist the CEO to raise the stature of the Head office by developing partners for ministries Asia-wide.
2. Assist in developing viable ministries in various countries or where needed.
3. Assist in developing, raising and maintaining a steady support from home country for ministries in the field.
4. Attend team meetings and training to upgrade skills.

The Primary and Ongoing Responsibilities is meant to give a bird-eye's perspective and not meant to be exhaustive in nature. Both responsibilities should happen or develop simultaneously though the commitment of time and resources may vary at different time.

Part 2 - Key Performance Indicators

Taman Melawati and Genting Highlands - 3rd Generational Succession

In 1982 I moved to Taman Melawati, which is at the tail end of the Titiwangsa Range. One can’t help but become fascinated by the bright lights of Genting Highlands. On a clear night Genting looks like an array of jewels in the sky.

Last week I have one of the many short breaks with my family in Genting Highlands. The temperate weather allows one to walk around without the muggy heat following you like hungry mosquitoes. Everything is in its place. The place has everything. It is a very well-run and well-oiled business. Even the thousands of escalators are equipped riser brushes to prevent mishaps. You can't even find this safety feature in top shopping malls in KL.

What make it ticks so well? The reason I asked is because my son loves this place and has never decline an invitation to go up. He is a tough customer. He won’t move unless the benefits outweigh the ‘costs’. As the marketing people used to say get the kids you get the parents. Walk around this place, it is like a mini United Nations, albeit an Asian one. Even during weekdays the crowd is there.

Genting is famous in the annals of Malaysian corporate history. The struggle and success of its founder is well documented. Last year the founder, Tan Sri Lim Goh Tong was feted at his 90^th birthday. In the 43 years Genting’s combined market capitalization has grown to a massive USD24.8 billion.

The occasion was featured prominently in the STAR newspaper. The family picture was in the front page. The son, Tan Sri Lim Kok Thay who succeeded his father in 2003, was reminiscing on his father's exploits. Very much in charge and only 53 years old it is considered a successful succession handover. This is especially so for a Chinese Family Business (CFB).

However, during that occasion the grandson, Justin Leong was given the bulk of the 'sound bites'. He has been put forward as the 3^rd generation leader. He has gone to school in Harrow, London (Winston Churchill’s alma mater) and graduated from Oxford. He then worked as an investment banker at Goldman Sachs.

I thought it was a PR coup for Genting to line up three generations of human capital that will future-proof Genting. They have debunked the old Chinese saying about CFB, "fu bu guo san dai" (family business and wealth won't pass through the third generation). Or the Mexicans one, and crudely put, “Father-entrepreneur, son-playboy and grandson-beggar.”

The Genting succession was seamless. When the founder – entrepreneur passed away the following year there was hardly a murmur in the stock market as to Genting shares. The son – consolidator is a steady hand and a proven businessman. Further, the grandson is also stamping his mark. Not shy, outspoken and aggressive, he is the most visible and the face of the future for this conglomerate. What he will become is up to him to define. He has the world at his feet. He joined Genting at the age of 26, as the Head of Strategic Investments & Corporate Affairs. Within 3 years he has taken Genting into a dominant position in the UK gaming business ahead of other leading players around the world. Then the famous foray into Sentosa, Singapore costing them USD3.9 billion.

For deeper understanding read Jennifer Chiang’s paper comparing the very Asian CFB with the Western model. Also search Family Business Magazine and Family Business Institute websites.

Excellent Customer Service Experience - Giordano HKG

Giordano Macau - near to ruins of the Church St. Paul.

As I was running a post on HK, I remember how efficient the island state is and my trips there had always been pleasant and worth remembering. In fact at one point I considered relocating here. One of the fringe benefits is that HK has great International Schools for young minds and where fees were reasonable in comparison to the inflated ones in Malaysia. My mentor at that time was a Hong Konger.

I remembered the food, sites and the shopping. But most of all I learned not to dilly-dally with Hong Kongers as they have no time to spare. They work fast and think fast. Those from a laid-back culture would not be able to survive here. Misinterpreting this work ethics as rude, brusque and abrupt will not help. The word to describe this characteristic is "Song Fai". "Make it quick" may be the best English equivalent.

HK do have many aspiring international brands. One of them is Giordano. Being international is not just having alot of shops overseas. It is not just the seen but also the unseen: the subtle and sub-conscious interaction a customer has with the brand. Their perception of value and good experience will build customers' loyalty.

I owed this one to HK Giordano for an excellent customer service experience I had had with them a few years ago. It was over a defective jacket I bought in HK but make good with a replacement sent to me by DHL from HK to my KL address. Superb!

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My Letter of Complaint to Giordano
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25th Feb

To: Feed Back
Subject: Defective Jacket

Dear Sir

I bought a jacket from HK052 Capitol and found it defective. The inner pocket base was not sown properly and the bottom of the pocket is torn thus unable to store anything. Stuff will drop to the bottom of the jacket.

Details of my purchase:

Invoice: ____
Date: ____
Time: 19th Feb
Model:___

I expect your esteemed company to correct the situation.

My Name and Address:

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Within a week I received a reply and with a few more mails within the day I have everything wrapped-up.
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3rd March

Subject: RE: Defective Jacket

Dear Mr. Chin,

Thanks for your message.

We are sorry for the defects on the jacket. Please excuse for any inconvenience caused.

Regarding the jacket you mentioned, I have already got a new one for your exchange. However, would you come back to Hong Kong in the coming future? I hope to find the best method for this exchange.

I look forward to hear from you. Thanks so much!

Regards,
FC
Sales Operation
Giordano Limited
Direct Line:
E-mail:

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Within the same day I replied
------------------------------------------
Dear Ms FC

I will not be back to HKG until Oct. What do you propose? Can I exchange it in Kuala Lumpur?

Sincerely
Chin

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Within the same day FC replied
---------------------------------------------
Dear Chin,

I would send the new jacket to you directly. So, I send to address as below:
__________
__________

Could you also leave us your contact number in Malaysia for me to arrange DHL?

Thanks a lot!

Regards,
FC

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I wrote in with my office phone for the courier service and she promised to alert the purchasing team on this for improvement. On the 5th (Friday) she informed me that the jacket was DHL to me! Got it by the following week.
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Arsene Wenger - Remembering September 2008 (Final)

Fiery football with burning coconut in Palangkaraya in Kalimantan, Indonesia. Don't play, play football is big business.

I know, I know Arsene Wenger is the manager of Arsenal Football Club for the last 13 years and not a financial services executive. Ya, ya footballing is different from financing. As the most popular sport in the world it is there to bring a smile to all. Not unlike these financial services trio of private equity, banking and hedge funds that had brought so much grief last September 2008.

Recently the G-20 met in Pittsburgh. They enumerated some tough measures to prevent another September 2008 from ever happening again. Prominent is the curbing of bonuses that encourage executives to take unreasonable risks to fatten up their paychecks through contracted bonuses based on performance. Another was an an overhaul of financial regulation, with the aim of discouraging the high levels of lending to borrowers who were liable to default, that was a central feature of the crisis.

Back to football (smile on my face). These were the records of Arsenal under Wenger.
- League Champions - 2004, 2002, 1998.
- FA Cup Winners - 2005, 2003, 2002 and 1998.
- And who could forget the invincibles rampaging through the whole season (2003-04) unbeaten, a first in modern day football in England as well as an exciting young team for the 2009-10 season. Despite the lack of trophies since 2005 and a tight cashflow due to development of their new 60,000-seater stadium costing £0.43 billion, Arsenal was able to rationalise their financial situation through Wenger shrewd selling and discipline buying.

I was in Banker's Street in Canary Wharf, East London. On the left is Citigroup with the tower blocks and hallowed company of HSBC and Barclays nearby.

There are a few critical qualities financial services people can learn from Wenger:
1) He spends within his means. Hallmark of a good executive who believes in "cash is king" where cherry-picking can be had when opportunities knock.
2) He doesn't spend for the sake of spending. He has £60-80 million to spend on buying players but has yet to spent it. He maintains the current crop of players can bring honours.
3) He has consistently earned money from the transfers market. Lately he made about £70 million from selling Emmanuel Adebayor Kolo Touré, Alexander Hleb and Justin Hoyte.
4) Arsenal latest turnover is at £313.3 million the largest in British history with an after-tax profit of £35 million.

There were times I thought football has gone on the bandwagon of bad business practices of pre-September 08.
1) Real Madrid had just bought Ronaldo, Kaka, Karim Benzema and Xabi Alonso for about £226 million with borrowings. Their "galacticos" policy over-rides financial prudence.
2) Manchester United and Liverpool has debts to the tune of £700 million and £500 million respectively.

These clubs may be going Leeds United way where at the turn of the millennium a huge amount was spent on the transfer market with the risky proposition of earning it back through Champions League qualification. They failed 2 years in a row and is now languishing in England's 3rd-tier football. Many clubs had gone bankrupt from over-leveraging - from the British Isles and across Continental Europe.

UEFA chief Michel Platini has been trying to get the clubs to live within their football income. And by 2012 it will be enforced. The problems lies with those spending little of their own cash while leveraging the club assets and goodwill to the max. "Debt is good" mantra is at work. I have no problems where there is a reasonable amount of debt and greed (if not nobody will be in business) but not to the extent of crippling football daily operations and cashflow where profits and proceeds from the sale of players were used to service debts.

Wenger is a study in contrast when compare to many other football managers. He contrasted his policy with some of his managerial rivals. Quote - "I look back at everywhere I worked, when I left the club there was money in the bank," he said. "But when I see other clubs in the situation they are I still think it is in some ways not responsible to think you walk away and the club is in deep financial trouble. That cannot be accepted from any manager."

So I propose Arsene Wenger to take over as CEO of AIG or Citigroup tongue in cheek.

Capitalism: A Love Story - Remembering September 2008 (Part 1 of 3)

Michael Moore's new movie title (watch the Trailer on Youtube - over 1/2 mil views) is not as innocent as it seems. This is no love story. It is to be expected as he is known for his wacky approach in telling a story on his own terms. His other movies include Fahrenheit 9/11, Sicko and Bowling for Columbine in which he won an Oscar for Best Documentary Feature for in 2002.

“Capitalism: A Love Story,” just premiered at the Venice film festival on the 6th of September and will be released 2nd October. The movie placed in its context no doubt is a very hard dig at the collapsed of Fannie Mae, Lehman, AIG etc on September 2008. According to Reuters the main thrust of the story is "capitalism is evil".

It detailed Moore's attack on the "capitalist system, arguing that it benefits the rich and condemns millions to poverty. The bad guys in Moore’s mind are big banks and hedge funds which “gambled” investors’ money in complex derivatives that few, if any, really understood and which belonged in the casino. Meanwhile, large companies have been prepared to lay off thousands of staff despite boasting record profits."

What is "capitalism"? A common definition I learned in school declared, "Capitalism is a system, individuals and firms have the right to own and use wealth to earn income and to sell and purchase labor for wages with little or no government control. The function of regulating the economy is then achieved mainly through the operation of market forces where prices and profit dictate where and how resources are used and allocated."
The world has been enamoured by capitalism for more than 200 years since the collapse of feudalism. Some may argue it goes back even further. John Locke first advanced the term "property" (where capitalism may be able to trace its roots) indicating that it is a natural right of the subjects and the government cannot dispose of that property arbitrarily.

Those who watch (many of us) Hollywood movies/TV we will encounter this scene at least once. A snarling man with a shotgun hissing meancingly, "Get off my property!" And mind you "property" is not just physical and material stuff! It also applies to the intangibles! Patents, individuality, thoughts, beliefs, ambitions ....
Needless to say many of us are born, bred and full-blooded capitalist and by extension believe in the reward for our work (physical or knowledge). And by further extension a proponent of free trade and free market. We believe in competition and markets forces of demand and supply.

But then this capitalistic ideology that had served the modern man so well has been de-stablilised. The statistics seem showed the disparity between the rich and the poor is widening. The powerful capitalist seems to be unrestrained. Even former President George W. Bush had asked business leaders to define the government rather than the other way round.

And the Michael Moore's in many of the "victims" demanded action. The balancing act is on. President Bush intervened at the very last quarter of his term letting Lehman died a painful death (many Singapore and Hong Kong investors were stuck with useless investments) while AIG was too big to be allowed to collapse. New slogans were borne in that moment of crisis: "Wall St. needs adult supervision" and the bailout created cries of the ordinary suffering folks that "Its the Main St. that needs help not Wall St." And that's where Michael Moore took umbrage. This will be one explosive expose!

Wall Street 2 - Remembering Sept 08 (Part 2 of 3)

Watch Michael Douglas aka Gordon Gekko says, "Greed for lack of a better word is good, greed is right, greed works..... It may not depict the Stock Exchange but certainly some of those involved in its trading.

Humankind had evolved from the nomadic hunters/gatherers into civilised settlements producing a stable basket of food. Harvesting surpluses (due to efficiencies and economies of scale) they created the market and started bartering and selling and buying. Imagine those markets along the Silk Road or the Fertile Crescent sandwiched by the Tigris and Euphrates Rivers! I love going to the markets of the countries I visit. It gets my fingers on the pulse of the nation. These markets later developed into the stock exchanges of today. Wall Street perhaps is the most famous.

In capitalistic societies a stock exchange is a must for investments (big and small) to flow in and out. Its capitalism life-blood. There is nothing wrong with markets. Its in how it is regulated with some hindsight and foresight as well as the will to enforce these regulations. However it can never be perfect. Temptations to steal from companies and the marketplace are strong. Passing off sub-primes to the unsuspecting by masking it with new packaging was just last September news but its impact still reverberate through the economic structure of the world.

Remember the movie named Wall Street released in 1987 where Michael Douglas won an Oscar for Best Actor? How about Gordon Gekko played by Douglas? Gekko was a loose representation of Ivan Boesky who was convicted for share-trading fraud in 1987 and Michael Milken the junk bond king (a kind of sub-prime) who was indicted with 98 counts of fraud and racketeering in 1989. At the height of Boesky's skills he amassed a fortune of USD200 million and appear in Time magazine! The long arms of regulatory enforcement may have purged and frightened the living day lights of that generation. It was good!

But a short decade plus later history repeated itself in cooking up the books and insider trading. Greed and its minions have a short memory. The Enrons, Tyco, Worldcom and Waksal wiped out billions of dollars and thousands lost their jobs. The perpetrators went to jail. The Regulatory was doing their job. It was good.

Then in a short half-decade greed has mutated into something much more sinister - resulting in September 2008 financial meltdown. And then to cap it off the Madoff's scam came to to the fore. Greed has given the Regulatory the slip once again and it won't be the last. Washington wanted adult supervision for Wall Street. Will new pre-emptive laws treat greed? I doubt so.

We may have a chance to re-live September 2008 ala Hollywood-style. Next year in April, the sequel to Wall Street the movie, will be released. Dubbed Wall Street 2, it is in production now. Douglas will reprise his role as Gekko. Will there be another memorable line? Like, "Greed is good, but don't get caught!"

Small Business

Couple of days ago a friend from overseas asked me about investing in a business.

Here are the top ten on my list.

1) Can one commit the time? Half efforts will not do. 

2) Determine what business. Get a mentor. Learn everything from the mentor/expert/website/books before starting the business. Acquired technical skills from our mentor. One may need 2-3 years to learn about the business before starting.

3) Location, location, location. No compromise. Do not start if location is not good.

4) Move fast into a new niche, franchise or trend. First mover takes the cream of the crop. Remember the little proverb, "Early bird catches the worm."

4) Invest for the mid- to long-term. Saving some bucks now may require one to pay more later as the business grow and expansion is on the cards.

5) Be bold. Invest big and but make sure have enough to invest/re-invest when the business grows.

6) Exceed customer expectations all the time, one at a time.

7) Do not go into partnership if not ready. After all one may not need one as it is a small business. It can be emotionally draining.

8) Look after the business cash position. Control credit properly. Business/sales may be good but the gauge is, " Are the rental, salary and other overheads paid on time?"

9) Get good staff. Offer them a satisfying career. Pay them competitively. If not offer to train them so that one day they can be like you. Very motivating for the ambitious.

10) Usually there are three components to business:

i) The operational: Business maintenance. Train them properly esp. the technical work, teach them good habits.

ii) The management: Business preservation. Micro-managing, manage staff, customer-oriented.

iii) The entrepreneur: Business Generation. Marketing, leading, morale boosting, motivating, standard bearer.

SARS as I Recalled

These 2 Dettol handwash were bought from 2 different shops in Sri Damansara. RM10.85 @ 99 Speedmart (manufactured 6 months ago) and the other from a chain store (not 7-Eleven) at RM13.40. Another shop nearby was selling it at RM12.80.
This Hovid Hand Sanitizer (720ml) was priced @ RM29.90 in Puchong. Sri Damansara has no stock. Only handwash. I have to call my regular pharmacist. I bought 2 for business use.

Parents especially are getting edgy with the local transmission of the H1N1. It is hitting home and I am not sure how it will pan out. I have a friend who can't return to Malaysia as he came in contact with an infected person in Singapore and is under quarantine. In times of crisis I hope the altruistic best in us will surface like cream always rises to the top.

For those who lived through the SARS period in 2003 its deja vu time right now. I was living in Bangkok when the SARS hit Hong Kong and then quickly spread to Vietnam, Singapore and Bangkok. Ironically, in that year, HKG was wooing tourists with the tag line, "Hong Kong will take your breath away." SARS did exactly that.

But who can forget the sacrifices of lung and chest specialist, Dr. Joanna Tse, heroically volunteered to work with the SARS patients. She lived up to her Hippocratic oath despite losing her husband just a year ago to leukemia. She was infected and succumbed to the illness she fought so valiantly against on May 13. When news of her death was reported in the media, it touched a tender nerve in a community already reeling from SARS phobia. That Dr Tse was only 35 and a widow, touched the heartstrings of many a man and woman in the street.

Virologists say that every spring influenza virus has a way of surfacing and this year is no difference except that it is of a more dangerous strain. In 2003 I have to cancel engagements. My son International School came out with a directive that any parent that had gone to countries listed by WHO as SARS-infected cannot return home but will have to stay in a hotel or whatever for a period of I think 7 days. Otherwise the child cannot go to school. But then we co-operated as it was a frightening period. Our co-operation secure each other's safety. Even domestic travel in Thailand was anxiety-filled and many donned face masks making them looked like a penguin. I remembered travelling back to KL and then back to Bangkok in a 300 plus seater Airbus with less than 10 passengers. Yes, I was wearing a 3M mask.

Since 2003 I began to take notice that I was susceptible to new flu strain in each new countries that I travel to. I had to get hit before getting the so-called 'immunity'. Especially bad were the flu I caught in Vietnam and Indonesia. Since then in the last 5 years I took my Northern Hemisphere yearly flu shots around October to take care of this.

Is the world a more dangerous place to live in? No!

With advancements in the pharmaceutical fields and highly ethical and brave companies like Merck which willingly allowed USD200 million to be invested in R & D just to discover a drug (later named Mectizan) to cure river blindness in the sub-Saharan nations knowing pretty well there will be no financial returns. In 1987, Merck donated Mectizan to the people in sub-Saharan Africa which by then cost the firm over USD1 billion. It helped treat over 20 million people. Their motto is, "Medicine is for the people. It is not for profits. The profits will follow."

And on a personal level, there are heroes/heroines like Dr. Joanna Tse whose indomitable spirit not only lifted the entire nation out of their gloom and fear but also in her death inspired them on how to live.

Malaysia is looking for such corporations and individuals. Who will answer the call?

H1N1, Augmentin, Arcoxia and AIDS - Stories from the trenches!

Juggling various tasks and having tonsillitis knocked me out. I went to a Medical Centre for outpatient treatment. I liked them for their speed and professionalism but with a twist this time around. There is the H1N1 pandemic, a revamped hospital and off course new pricing!

The security personnel had face masks on. Nurses were on sentry work, dutifully asking all and sundry at the entrance, whether they have fever! My early face-off with the masked and uniformed were dentists and dental assistants in my primary school and maybe Zorro (my favourite TV show then) if what he had on was considered a uniform. I was feeling paranoia. My temperature and BP were taken in a cubicle. It was 37 degree Celsius - go to the green zone and wait for my name to be called. I obeyed.

I saw the worried look on the doctor's face once seated in his consultation room. He was checking the preliminary report from the triage. "Are you having fever?" he asked. "No" was my answer. "Did you go overseas lately" - "No" and "Did you meet with foreign visitors" - "No". He reached out to grab my arm gently to feel for the supposedly heat emanating from my body. He gave me a puzzled look. "You are running a temperature of 39 degree Celsius!?" I said "No, it was 37."

He rang for the nurse. She came in. Yes it was 37, she confirmed. No apology. I thought the doctor was going to tick the nurse off. The doctor should but did not maybe out of courtesy and good practice it will be done in private later.

A mild shock awaited me at the cashier. My bill was RM173. Augmentin - 10 tabs , Difflam liquid for gargling, 2 strips of Panadol and 6 tabs Arcoxia. Usually with Augmentin and other ancillaries my bill will max out at RM135.00. Medical treatment is getting more and more expensive. In some Third World countries many cannot afford to fall sick!

Needless to say this amplifies the point that medical care must be made available to all. Otherwise the "United Nations' Universal Declaration of Human Rights Article 3 - Everyone has a right to life and Article 25 - Everyone has the right to ... medical care and necessary social services...." means nothing at all. Malaysians are fortunate to have their companies providing at least GP treatment and the senior level execs will get better packages. But I am not sure what the future holds.

A friend of mine in Thailand was HIV positive in the late 90's that later developed into full-blown AIDS. I visited her a few times when I passed by Chiangmai. When I saw her in 2001 she was as thin as a pole biding her time before leaving this world. At that time a cocktail of drugs to fight AIDS costs USD10,000 a year. She simply could not afford the patented drugs.

The then PM Thaksin came out with Baht 30 (RM3) medical scheme for Thais. At that time the full effects of WTO have not reached many countries as yet and Indian pharmaceutical companies under certain loopholes were able to produce generics at just USD350 for a year's treatment. She got the necessary antiretriviral drugs. She is still alive today! The power of populist policies positively speaking.

The River and the Fish

I would like to share a story that I loved to tell. Never got tired of it. While in Jakarta, we read from the newspaper a write-up on a unique South Sumatran village. We decided to go and check it out. We flew into Jambi, just north of South Sumatra. Interestingly, Malaysian plantation owners has spread their operations here.

AdamAir - now defunct

From Jambi we took a taxi and headed south for 50km to the small town of Bayung Lencir. We stopped en route. We bought supplies from a small shack of a sundry shop. Food, fresh water and mosquito repellent are essential. Then we hired a boat. Instead of going upstream we went downstream in this huge river. By the time we realized it it was too late. We stopped at the riverine village for the night. Totally vulnerable.When life gives us lemon, just make lemonade. We settled in for the evening and chatted with the village elders and have some tea followed by dinner. Then they show us their river catch of the day. From the murky river pigmented by dead leaves (merciful not by eroded topsoil) treasures from the deep river was trapped in fish cages. It was the much vaunted "wild ikan tapah". Ask any river fish connoisseur in Malaysia, they will agree that this is a trophy fish. We bought two 1 1/2 kg fish from them for our meal the next day. Each kilo is RM4. The price in KL easily exceeds RM100/kg. We retired for the night on a floating platform which is part of the house of our very hospitable host.The next day the fish were cooked in 4 different ways. Curried. Fried. Sauced. Sweet soured. Just rewards. Lemon to Lemonade.

Middle Age - Low Lights and Soft Music

I have preferred the loud and the bright when joining the teenage club. Then I noticed a subtle change. Whenever the chance presents, soft music low lights is the order of the day. But lately the clamor to control my environment is getting a bit more obsessive. The days of loud music and songs are gone. So is working and living with some kind of sound present in the background. Today, listening to some kind of sounds is more directed and intentional. When I am working from home I just want the working lights (if there is insufficient natural light), nothing else. If I need accompanying music it must be soft or baroque. I am changing. I am shifting into new preferences.

My teenage son is different. He is diametrically opposite to me on these two preferences. All lights are switched on when he is home. His recreation has to produce loud sounds from the square boxes. There is gaiety and fun. ??? Am I missing out? No! I have fair share. It’s just that I have changed!

Yes, I have complained and advised. Yes, he has toned down. He is a good teen. He knows what I want. He reads the weather pretty well for a teen. Only at times he forgets and that’s natural. Teens get amnesia now and then and the only antidote is the good old fashion reminders. But remember don’t get too upset and provocative. He learns tolerance, patience, compromise and sharing from those around him. This is life. Here as he watches and experiences, we impart values. Even a child has rights. Rights to receive love and fairness! However, I still get to veto especially when I have a heavy and busy day and coming home with frayed nerves. Use the veto sparingly, like a bank account. Liberal usage will cause the account to be overdrawn and of no value.

People change as their season of life change. These changes could be surfacing due to some psychological and physiological changes. Some say it the mid-life thing! Whatever! Looking at my present season I would like to embrace these new preferences. They enhance the quality of my life. I am producing more cerebral work. Intellectually I am moving a few notches higher and the skill and the ability to pause, reflect and to act greatly increased.

The next question is how to change gracefully and transit successfully without imposing and infringing on the rights of others? Recognizing and respecting the rights of others in our station of life whether it is in the small or large context is the beginning of having the freedom to change gracefully and successfully. This will allow the space and time to savor and observe the moment and the movement of changes in one’s life?

Photo: Pangandaran, Central Java off Yogyakarta, Indonesia.

Life’s Lesson and Bak Kut Teh

One night, four years ago, I took my former boss who is a HongKonger back to his hotel after a full day seminar. I was driving along Old Klang Road and spotted my old favorite Bak Kut Teh restaurant, Choy Choy (pass Tmn Desa traffic lights junction on your left, keep left and slow down to park.)

“Do you want Bak Kuk Teh for supper?”, I asked. I know he has a soft spot for this particular dish. Each restaurant has their own secret concoction of herbs and spices. The difference is in the degrees (heat/duration of cooking and ingredients), literally and figuratively.

My wife and I used to patronize this place but it was 18 years ago. Then not a single blip on the radar. This is due to the arrival of our son. Life centered on him.

The chef has aged. He has grey hair, lots of them. The soup has turned darkish and ‘colloidish’. It was no longer the light brown almost clear soup that I was used to. The taste and aroma is stronger. But I prefer the lighter version.

Photo: My son in Chanthaburi, East Thailand on 31st Dec, 2002.

That sets me thinking, what has these 18 years done to him, besides the food and his physical features.

My former boss in one of his discourse (sometimes diatribe!) has just lectured on the difference between ‘loving’ and ‘teaching’ in the context of family life. At 66, he discovered the difference and how to use these two judiciously. “Love the parents and teach the children and not the reverse.” And widening its usage, “Love the elderly and reserve the teaching to the young.”

 

I find this to be true. My parents need love. Sometimes when they are feeble and no longer as useful, dispensation of instructions and commands are common communications. They don't need these but love. As for my son, I think he needs more instruction. Instruction to live life not just to the fullest but in a fair, just and civil manner. Not that I don't give love to my son, in fact it radiates to him everyday. He knows it.

Fourteen years has gone. I asked myself the question, “Have I done enough ‘loving and ‘teaching’ to the right people?” It is still not too late. Even the Bak Kut Teh seller got to change for his clientele. How much more for those who have loved ones, young and old!

Kids in China Having 6 Incomes - No Kidding (China Part 2)

Taken in Stone Forest, Yunnan, China in 1995

Never before the kids in China are having it so good. They enjoy living off 6 incomes. Why do I say so?

Thirty years ago, Deng XiaoPeng introduced the one-child policy in 1979 millions of children were born sibling-less. Now the product (kids) of this policy is already of child-bearing age. In fact many have their kids already.

These 2nd generation kids of the one-child policy are the ones that are lapping it up.

They have the income/pension/savings of their:

1. Parents

2. Maternal grandparents

3. Paternal grandparents

This poses a hosts of opportunities and problems for the kids depending on how you look at it.

What's Your Age? (China Part 1)

The Beijing Olympics are just round the corner. Tips abound on how to behave in China. It says do not be offended if you are asked, "How old are you?" In the Westernized ways one do not asked each other's age (esp. women), religious and political persuasions, pay packet and marital status.

Let's just try this one, "How old are you?" and follow-up with "Are you married?"

They want to know your age as to how to address you properly. If you are younger/older there is a special word for each. This applies to your marital status too. Whether 20 or 50 years old and is married or not (tried not to use other options), they want to know! Relationships and its hierarchy is an important part of Asian family and social life.

I used to have a Singaporean female staff who is 39 and single and each time she goes to these areas she will be asked these questions (it went on for 4 years).

How old are you? Are you married? Why not married at 39? Do you want a local man? She is exasperated and flabbergasted each time the loving interrogation begins. New place but the same line of questioning.

Personally, when I told mother that I am going out with a girl, the first question she asked me was, "What's her age?" My reply: Same age. More questions, "Is she older or younger?" My reply: Older than me by 5 months. Then she made a statement: Same year older sister is better than a same year younger sister! With this she concluded.

I did not asked her why even up to now. My choice was firm and sure. I was 25 then.

What's in the age? A lot in Asia.

Cross-Cultural Communication

A Thai smile is complex and can mean many different things.

Yes?

No?

I don’t know?

I don’t understand?

Communicating in Thailand can be frustrating.

Or for that matter, Cross-Cultural Communications!

A smile in Thailand can convey 4 different answers! This is part of an AIS GSM (largest telco in Thailand) banner ad found in NST Online 4 days ago.

How many times have we smiled and nodded our heads through a difficult to understand portion of a conversation, negotiations, consultations and discussions even though we do not understand or need clarifications! I suspect we learned this in the Asian classroom when we are much younger.

When a Smile is not a ‘Yes’!

When I first began to really work cross-culturally with Thais, I studied hard on my language. I started with a Learn Thai Language cassette tape for a year. Then I have a year of twice a week night classes in mid-90’s followed later by 4 months of one-to-one reading classes 6 times a week a few years later. My motivation was to communicate and to be communicated to accurately. AIS wants to bridge this gap through multi-lingual officers.

Does it make a difference by speaking in their tongue? Yes, they treat me as a serious player and one who have empathy towards them as a people. This is half the battle won. With that I heard from their heart more often in Thai and in English and this gives me understanding into their psyche.

When we have a deal I whooped in joy. In rejection and ambiguity, I do not get frustrated too much. I saw the rejection, the lack of confidence and even their mistrust in me coming much earlier. I was ready mentally and emotionally.

Cross cultural communication is difficult. I have talked with a frustrated and aggrieved businessman who got so worked up with a certain nationality from a bad business deal that he called them ‘conniving thieves’ and ‘b…..ds’.

There are joy of victories and also agonies in defeats. I have tried negotiating with a Laotian on a simple project using a combination of Thai and English. It took me about 10 hours spread over three meetings and over two days. We met again to follow-up. I fulfill my part. But then silence greets me. The deal failed to materialize.

Similarly many professionals who have to deal with cross-cultural communications have to work really hard to succeed. Oh yes on the plus side, I have made good and trusting friendships in work and play, some enduring up to today.

North Indians, Pakistanis, Bangladeshis use, “Acha! Acha!” with a smile and/or gentle swaying of their heads. It is so like our Malaysian way of nodding our heads, smiling and saying, 'OK', 'OK'. To many this means yes, I understand. Do not get the wrong message. It could convey, the affirmative ‘Yes’, the in-between ‘OK’ to an ambiguous, non-committal ‘I see’. It all depends on the context and non-verbal component. I have been to these areas and find it bewildering until I realized that there are other words to communicate a strong cannot be contested later ‘Yes’ or ‘No’.

In Malaysia I try to read the non-verbal signals even when I received a ‘Yes’ answer. A ‘Yes’ can sometimes mean ‘I see?’ and ‘I will think about it.” That is a reason why today many do not rely on the term “I give my word” anymore but usually follow-up the verbal agreement with a written black and white contract.

Some blame the failure, breakdown or worse the non-fulfilling of part of the agreement on integrity and honesty. This is unfair as it stereotypes without seeking to empathize. To me cross-cultural differences looms big in any breakdown of an agreement.

That is why, AIS is having staff that speaks in 5 different languages when you are mobile auto-roaming in Thailand. In this way, you don’t need a smile. You get a ‘Yes’ for a yes and a ‘No’ for a no. No misinterpretation.

6 Thinking Action Hats*

Aussie

Fun and Leisure Loving.

Australia is a nation at leisure. They are mad about sports too.

When I need to relax and have some fun. It is especially crucial when I am stress out.

British

Discipline and Rigid.

When there is a need to get work done methodically and systematically in the midst of chaos and confusion.

Sundanese

Opportunistic.

When there is a need to be predatory in seizing windows of opportunities rather than having the “Whatever will be, will be!” mentality.

Mongolian

Aggressive in overcoming.

When there is a need to bulldoze barriers to success rather than being discouraged and wallow in self-pity.

Bali

Gentle and in harmony.

When there is a need to be in meditative and reflective mood. An ounce of thought is worth a pound of thoughtless work.

Bangladeshi/Bengali

Tagore received the Nobel Prize for Literature. I was given a book written by an unknown Bengali writer even though I can’t read Bengali. They are literature proud.

When there is a need to break the writer’s block this will be the inspiring one.

* Borrowing from de Bono's 'Six Thinking Hats'.

Thinking and Rehearsing

An once of careful thinking is worth a pound of thoughtless labor.

Jeffrey J. Fox is a prolific author. In one of his books entitled 'How to Become CEO' he recommends an hour of hard thinking everyday. As one move up the corporate ladder, it is no longer the work life that is crucial. It is the thought life.

Senior executives arrive early to the office to have quiet time alone. When the office arrives for the day there will be no more time to think, rehearse, muse, meditate, reflect, scheme, dream and visualize.

Photo taken at Musee d'Orsay in 2005

I personally practise musing, reflecting, rehearsing and dreaming and visualizing.

Musing is particularly useful when I am faced with complex situations esp. those that I am ill-equipped and have no experience in. Webster gives the definition as, "to become absorbed in thought; especially : to turn something over in the mind meditatively and often inconclusively." It is like talking and discussing with oneself all the time looking for the answer or solution. I am looking at the problem from different angles. By combining it with researching or talking to experts this will usually yield what I am looking for.

The other is reflection. The ability to pause and reflect is a gift. Many lunge headlong calling this courage. It fails to recognized the fact that victories are won by careful thought and reflection. Reflect on what? I look for connections, linkages, histories and then relate and align them to the present situation. Thereafter the answer becomes academic.

Horizontal meditation! - Also shot at Musee d'Orsay, Paris in 2005

Rehearsing is another integral part of success. When I was part of a choir I was told that to be perfect at least 19 rehearsals are needed. Reads rehearsal not practice. The professional and business part of my life needs rehearsals esp. in the presentations, speeches, meetings, consultations and everything new. Rehearsals smoothen and enhances delivery. The rehearsals are the easy part. But the rest will come smoothly if I have done my rehearsals.

Possibly some may think that rehearsals will make one look stiff. Like the recent debate between Anwar and Cheek. Anwar came off well rehearsed and Cheek is more natural. Look at Clinton and Obama. Clinton is rehearsed while Obama is natural and even inspiring. In our mind Anwar and Clinton came off as though they are well prepared. In my opinion Cheek and Obama are better prepared and rehearsed. My reasoning is only those well rehearsed will not be too concern with the contents and can afford to be natural and inspiring.

Finally, I need to be able to have dreams and visions. This differentiate me from animals. It also gives me a life and a reason to work and live. Dreams and visions activates and launches. It brings life to my being.

Travel Tips - Safety and Precautions

After making over 200 overseas trips to 22 countries and protectorates since 1997, I have learnt to observe a few routines to make my trips enjoyable and stress-free. Leave the sense of smell behind and bring along a sense of humour. Be adventurous. Being over-cautious will spoil your trip. Go for the well-beaten path and also the road less traveled. Explore the city and country.

Here are some travel tips to make your trip interesting and safe.

1. Personal property.
Prevention is better than cure. Do not hang your phone on the belt. Do not use a waist pouch if possible. Keep your camera out of sight when walking near the roads. I felt safe in all the 17 countries I went, some repeatedly over a 15 years period. However beware of snatch thieves and pickpockets in Vietnam and tricksters in exchange booth in Bali.

Elephant painting in Chiangmai. Costs a few hundred bucks each!!

2. Personal safety.

My life has never been threatened in any way before in all my travels. I dare make out of the way trips without a guide. There are times I allow my whims and fancies to take over going on the road less travelled. Even in South Asian countries I feel safe from criminals and petty thieves.

Thousand year old church in Harrow, London.

3. Shopping.
The key word is respect. Treat the vendors as equals. Do not bargain too hard during shopping or negotiating fares. Do not compare prices unless you are sure that the quality and quantity is the same. It is totally unfair. This may lead to arguments and harsh words. These can spoil your trip. Contribute to the local economy. What is USD0.50? You are on holiday after all. Lap it up and enjoy the bantering.

Shopping for a Sri Lanka cricket shirt for my son in Nuwara Eliya

4. Tipping.
Be generous with tips for services and transportation. Have some loose notes ready. If the service is good give more. Many depend on tips to survive.

Frolicking in Tonle Sap, Cambodia

5. Taxi.
Over 99% of the time I have no problems. Mostly they respect the customers by using the meter. In some places you have to negotiate the price. Go easy is my advice.

6. Hotels.
If you are staying in budget hotels observe some precautions.

Marriott Karachi

a. Be careful of the room air-conditioning. The indoor unit may be laced with germs and fungi. Being new to a country there is an added risk of getting hit. Only with more visits or stays one get use to it. If you have a bad throat and running nose soon after using the room, you may have caught some of the germs. I experienced 2 such incidences in Vietnam.

b. Carpets in some 3 stars hotel are so dirty that it is matted. Don’t sit on it. Too near to the mites and bugs. Being bitten before.

c. Beware of dirty linen and towels. If you have no confidence, bring your own. This is esp. so for budget hotels. I once contracted conjunctivitis because of a towel. I was quite foolish to use the dirty looking rag after the shower.

7. Weather.
April is the hottest in many countries in the tropics. And December and January the coldest in the temperate countries.

Horse riding in Mongolia at -15 degree Celsius. Have to pulled up and tightened my hood later.

a. Drink fluid regularly. I once traveled 400km on a motorcycle in Vietnam. I started at 5am and arrived at 5pm. My pulse was at 125 beats/min for many hours. My normal rate was 70 beats/min.

Fat Tire Tour from Paris to Versailles by bicycle

b. For those living in the tropics and are not used to temperature of around 20 degree Celsius always keep a sweater or jacket ready. Do not wait until you feel cold. It is too late by then. One may fall sick within a few days with a temperature, running nose and aches. Common cold victim.

c. If temperature dips to between 15 to 5 degrees, and you have to be outdoors for long periods always use a light gloves, scarf and cotton long johns to protect yourself.

d. Once the temperature dips below 0 till (-15) degrees there is a need for woolen long johns.

e. Below (-15) there may be a need for fur-lined headgear, clothes, gloves and shoes.

8. Personal hygiene.
The locals that you go with and interact amongst may pass germs or the viruses. However, do not be suspicious. It also happens in own country but we are use to those.

The best grilled catfish in Central Kalimantan.

a. Avoid being near one who has running nose, coughing and sneezing.

b. Wash the hands regularly. It is terrible to catch the flu virus.

c. Go for a flu jab around Oct/Nov. There are the Northern and Southern hemisphere shots. Your choice of one or both depends on your destination. Look into having a Hepatitis A jabs.

9. Food.
Generally the food in the cities and towns are clean esp. when it is in a packaged tour. If going out of the way then observe some precautions.

Roti in Bangladesh

a. Eat food immediately after it is cooked.

b. If it is set on the table, see whether it is covered or if on the shelves whether the doors or curtains are drawn. This is to avoid housefly diving into it.

c. Best choice: Any food cooked to order. Fried rice and noodles. Soup noodles are also good if it is cook in a hot pot. However, watch out for dirty plates and bowls.

d. Eat fruits that you can peel. Do not buy cut/peeled fruits. It may be washed in dirty water. Fancy eating prepared fruits washed in river water. It happened in Bangladesh when I was travelling in a ferry. Bananas, oranges and mandarins are the best. If you need to peel and cut fruits like apples and watermelons washed the skin with bottle water first before using your Swiss knife. Another caution: eat watermelon immediately when it is cut. Do not leave it covered or in the refrigerator and eat it later. It upsets the stomach.

e. If you have food and fruits that do not look and taste what it should be throw it away and discreetly remove those from your mouth. Why fight it.

f. Beef keeps best follow by chicken and pork. So the choice is yours. Beef may have the lowest risk if all being the same.

g. The best food. Hot stew or soup just off the pot!

h. Do not take ice esp. in the country side. The ice in the city and towns are generally ok. Otherwise get your canned/tetrapak drinks off the refrigerator. If there is not refrigerator you can do this. Pack the ice in a plastic bag and pack the coke into another plastic bag. Put the coke in the plastic bag into the other plastic bag of ice.

10. Toilet facilities.
If you need to be out early in the morning without the chance to clear the bowels and expect bad toilet facilities, eat a very light breakfast.

a. If there is a need to use the toilet, I prefer the squatty potty than the western style sit down toilet. There is no contact. There is also incentive to finish it as soon as possible to avoid needles and pins on the feet.

b. However I am not choosy. If I can wipe it down with Dettol Wipes first or line the seat with tissue it is fine. If it is unsightly do not attempt to squat on the throne. This is dangerous.

c. Try to do the 'horse stance' i.e. sitting without touching the bowl. You have to be able to last 2-3 minutes. Anyway if it is a bad stomach. This is enough time.

d. Otherwise it is not urgent and you can look for a better one elsewhere.

e. If stomach is bloated or have wind take 2 tablets of charcoal 3X a day.

f. If possible take a sachet/tube of Probiotics a day.