Author’s note: Elements of this article were first published in 1984. Not much has changed in attitudes since then, except perhaps for becoming worse. – PRB March 2013.
Within a few months, the government of Dominica will present the National Budget. The implied objectives throughout are to make our country generally better for most persons through strategic initiatives that will facilitate growth and development in the public and private sectors.
But whether the opportunities created by the Budget translate eventually, as every government hopes, into the many more higher paying jobs and the much higher standard of living that we all desire, really depends not only on the amount of government intervention (or international aid) we are able to secure, but more on ourselves and our own psyche. Specifically, I believe strongly that national development depends ultimately on just how we deal with that irascible problem of attitude.
Much evidence abounds about the crucial importance of this human characteristic and its relationship to sustained economic development. One concedes that in Third World countries like Dominica there are many general constraints to the “great leap forward.” They range from finance and technology, to sense of value, ambition, integrity, etc. and of course, some of the impediments obviously involve factors out of the control of the individual or the country itself.
But there are undoubtedly a few – and some key ones! – well within our own control. One of the “controllable” ones is something we are all familiar with: the “IT’S TOO MUCH TROUBLE.” “I DON’T REALLY CARE.” “IT REALLY DOESN’T MATTER.” “I’LL DO IT LATER.” syndrome. In other words, our “calypso” style attitude, especially towards work.
The symptoms manifest themselves in several ways.
In the shops there is now monotonous response “no we aven’ got!.” Period! There is seldom the offered suggestion as to when the item will be available, or where else it might be obtained. Or even the suggestion of a possible substitute.
Over the phone the usual answer is no more encouraging: “NO, HE NOT DERE!” Often, one is just told to “CALL BACK LATER” (clearly not appreciating that the same situation might exist with a 2nd call attempt or even a 3rd !!!) Even when the person promises to “leave a message, it is the caller himself or herself who has to actually suggest that the telephone number to be called be written down…). Mind you, in the Public Service, it generally makes no difference whether a message is left: the “note” is “misplaced” or the person simply doesn’t return the call… all very, very frustrating, costly and inefficient!
The apparent reluctance to be businesslike (really, to be just courteously efficient), indeed to be “helpful” is a serious problem in most Third World countries. More than that and perhaps more significantly, it is a serious obstacle to increased productivity, higher salaries, more jobs, etc. etc. Growth and development is effectively stifled.
The unwillingness to assist customers and consumers suggest the presence of what may be termed, at the least, a “negative” attitude. At the worst, it sometimes is more accurately described as an “obstructionist” mentally. Others describe it (erroneously for sure) as “the Black Man’s Curse.” In any event, it is surely a substantial impediment to development.
It is also probably psychological. Some theorists suggest that it is steeped in the average citizen’s dissatisfaction with his lot in life, which leads to resentment of anyone else getting ahead or achieving anything. Consequently, the struggling classes (the vast majority in Caribbean countries) appear to obtain a psychological lift in spirit by being able to exercise at least one power, the power of keeping another down! The power of saying “No!”. It is a “power” keeping entire nations poor and for getting poorer.
There is obviously much more than can be written on this attitudinal problem and how to approach its solution. Suffice it to say that this “fact of life” is a serious barrier to development, indeed, getting out of our present economic constraints. Our seeming reluctance to show courtesy, to smile and say “thanks”, to be positive, is perhaps the greatest impediment to real development.
A concluding observation: when one travels through the Unites States, Canada, England and other developed countries, one is struck by the high standard of living of the average citizen including many of our own Diaspora. We in developing countries need to be struck by something else: the positive, “can do” attitude (yes, long before President Obamo’s first campaign theme “YES, WE CAN…”) of these same average citizens. Their comfortable homes and lifestyles come from hard work and a POSITIVE attitude.
Until and unless we develop similar positive thinking and a positive approach to WORK here in our developing countries, we will, and almost certainly, despite good initiatives from progressive governments and financial assistance from all manner of donor agencies, remain relatively struggling and underdeveloped.
The solution is in our hands. We CAN do better.
Good thoughts. thanks
So now that this piece has been written, what is the way forward for Dominica?
Our major issue stems from a lack of competition. The difference in the developed countries is simple:Competition. For example, there are at least 12 restaurants within two miles of where I live. If one of them delivers poor service, I have options. In Dominica, there is very little competiion. Hence, If you’re in business you can treat your customers as you please because there are few alternatives. I’m not sure of the life you painted about the United States or other developed countries is correct. The recent housing bubble and constant massive layoffs, not to mention a recent 2% tax hike in the United States is real. Look at what’s transpiring in Cyprus right now. All that glitter is not gold.
Good piece of writing Mr. Bellot. You hit the nail on the head. It is time we change our work attitude. Some of us work like the employer is not paying us and is a favor we granting our employer.
We come to work late but leave early. We spend hours on our cell phone and hardly wants to answer the company phone when it rings. Our good morning sound like a bad morning, it does not sound good when it comes from our mouth.
We want to attend all funerals and want time off to go to the bank after we come from lunch. Imagine, we even bringing our children to work with us especially during summer time. Tell me, how much work can you do when you have to take care of your child while you are at work? We need a dose of “attitudinalcilin”.
No customer service skills in Dominica…at all.
Always a bad experience on my visits there. They do believe in giving a customer an experience to remember: A NEGATIVE ONE.
But on a happier note, there are some places i’d frequent over and over again. I’d rather eat from the hotdog guy’s cart, i believe Bolo is his name, than many of the so called higher end restaurants. At least you get service with a smile and a sunnyside up attitude.
While I agree with many of the views expressed in the comments, I tend to agree with the article and say that attitude is our biggest roadblock to development. This is manifested in several ways.
1. Attitude towards work: Being on both sides – an employer and an employee, I have first hand view. How much do employees care beyond receiving the paycheck? The personal drive to be efficient, effective and valuable is missing.
2. Attitude towards others: How much do we respect our supervisors and managers? We hear “Who does she think she is, nuh!” instead of us examining ourselves.
3. Attitude towards self-development: More of us are going to university whether full-time, part-time or online. But once we get there, how many of us are willing or able to adapt our education to our job? Those of us who stop at high school, how accepting are we of training?
4. Attitude towards country’s development: How many people show up for budget consultations, for true discussions of proposals, ideas and issues? We seem more interested in attacking the messenger, in discussing people.
I could go on and on.
On the issue of the international airport – many tend to think that the lack of an international airport is a major hindrance. I don’t agree. If so, every plane would be landing full. With international airports surrounding us on all sides, I do not believe that we should invest in one.Our issue has more to do with LIAT not having agreements with major airlines for improved connectivity.
I also believe that Government has to create a more favourable business climate and that mployers have to develop and implement an effective training program to improve service that can be delivered to customers when we do begin to receive the volumes of visitors and investors that improved air access will bring.
So we talking attitude eh? Well, that’s good, sooo good!!Let me say Mr. Bellot, that I could not agree with you more on this piece. However, I must confess that our PM exhibited poor attitude in his statements re the recent dual citizen case. His reference to a legal opposition party as “hooligans” and “terrorists” surely was not the best “attitude” of any leader of a country. And that, too, is beyond dispute. I sincerely hope that we see a change in HIS attitude.
I read and understand what you have written, Parry. You must begin the change with yourself. You speak of increasing productivity but you have fallen short many times. For example, where is the book on Dame Mary Eugenia Charles you promised years ago? What change has you brought as Productivity Consultant? I am not seeking to shoot the messenger but the messenger must be consistent with his message.
good points, Sir. The book on Eugenia is a work in progress. Books don’t “pay” in Dominica so I have to concentrate on income-generating projects.
I agree I have been far fron successful in being a “productivity consultant”, but at least it has been put on the national agenda. With a little more support from both the private and public sectore (and development agencies putting thir money where their mouth is) we CAN make a measurable difference within five years. Remmember, changing ATTITUDES is a LONG process, some say it takes GENERATIONS to change! But, your frank comments appreciated. – Parry
I always say talk is cheap. I have been following an investor who decided to start his own TV channel in Dominica on Marpin..yes yu all know who i talking. Look at the struggle Mr have to go through to get himself set up. So Mr Bellot what do you say to the hypocrites like yourself who just want to take take take keep the power control among all of you. The system in Dominica is geared toward the well off and if any outsiders try to come in they are given a fight..so aim your attention in changing the power holders like yourself and then everybody will have a free crack at the whip. Dominicans on the street are fed up with the powers to be that is holding them down. keep giving a man handouts and he will depend on you…teach him to do things for himself and he will become independent, now that is not what yu all want, then who is going to to do yu all work fr peanuts and you get fat and richer. Pay properly and see how many people will want to work.
Well said! I will begin my work day with these words in mind. “Be Positive!”
I take the message, and I support it 100%. Went to Portsmouth Hospital last week (on a Monday at that), and patients had to wait until 8:35 before the nurses started to work. Why? They were doing their shift change. Now tell me, if work starts at 8am, shouldn’t the shift change occur at 7:30 am?
And these are the same people who stupes and complain if they go to the bank at 8am and the tellers are turning on their computers.
Was at IRD a few months ago and I had to ask one of the workers if that was the ‘normal’ office mode? The place sounded like a fish market. His response was, “is fellars that working there eh.”…sad, sad, sad.
We truly must change our attitude to move forward.
In the seventies,when he and others of the Freedom Party were making live miserable for the Pat John Aministration, it never occured to them that they were planting the seed of bad attitude in the work place.
It should read, making life.
Much truth in this piece. Sadly though this problem has been highlighted over and over again by many persons in Dominica. Most of us who reside out of Dominica make those very comments each time we visit. But mr Bellot, have you ever considered that many of those problems or bad attitude can be attributed to the employer? The shop owner goes out the minister leaves office without saying whether or when he/she will be back, so the response, though not appropriate will always be ” he not dere”. The minister tells the citizen to “go and put his hand between his legs or go lock himself in his toilet” doesn’t help to improve attitude or promote respect for others. When the speaker refuses to do her job and not permit questions from members of the house or ministers refuse to provide full and truthfull answers to questions asked of them, then the workers follow the example set by their employers.
Not all comfort of the middle class come from hard work some came as a result of riding on the backs of hard working people whom they did not pay their well deserved wages.
Hear who’s speaking about attitude. If you have any conscience of your own give up the high paying job you have for doing nothing and let the Govt. use it in services to rescue a few educated youth from the block. Shame on all those retirees who plan to die in office and allow the youth to go astray.
although i am in agreement with your views on the attitude problem of employees and even some employers generally, I hope you are not fooled by the illusion of what according to you is a higher comfortable(standard) of living of the average citizen in the developed country such as the US. what do you consider to be the “higher standard of living” in the united states ? Is it the “gwaye” hustle that you call the higher standard of living (working how many jobs to make ends meet) , or is it the ability to live beyond your means through the credit card system , buy expensive houses to impress other migrants like yourself and in the end cant even sleep peacefully because you are facing foreclosure . I am also in agreement with you in that hard work , commitment and the correct attitude brings success but the “development” part might just be an illusion and should not always be equated to the phrase “higher standard of living”.
Great observation Mr. Bellot. In addition to what you mentioned, I just find our people too aggressive even toward their customers.
Telling a vendor their price is too high is like telling them their first born is ugly. Instead of trying to sell you on the value you are getting for the product, they take it as a personal affront.
I have travelled to many, many countries, and I am afraid to say the customer service in Dominica is very poor.
There are some shops in Roseau, where service is excellent, but these tend to be privately owned, and there are some foreign-owned places where service is good, and this is obviously due to good training.
My working background in England was customer service, and I often think I would love to train staff in Dominica on the basic principles, but unless you are willing to replace the staff who refuse to learn, then even intensive training will have little effect.
Poor customer service effects your business. I personally have walked out of many shops because of rude/indifferent staff, and I have given my business to places where I am served with a smile, even if that shop does not have exactly what I want.
There are restaurants I won’t go in, gas stations I won’t fill up at, market stalls I won’t visit for the sole reason that I don’t like the attitude of the staff.
How I wish I could boycott certain government departments for the same reason!
It costs nothing to be pleasant and helpful, and to smile at the person who is, in effect, paying your wage through their custom – I don’t know why that is such a hard concept to accept in this country.
This is a very important article yet no comments. This really sums up where we are and where we want to go. The role models in society need to model the appropriate behaviour and others may follow. Take time to understand people and present realistic solutions, initiatives, guidance and direction. All I see are leaders failing to lead and direct. More attention is given to create divide than unity. I wait to see the day when political leaders from different parties embrace each other as brothers and the only thing seperating them is a different point of view. Where is the love my brothers and sisters???????
No comments because it’s the truth and touches their nerves. They are instead going to attack the messenger and over look the message as usual.That is Skerrit fault.
Parry we tied of hearing you time to recline.
Nothing PRODUCTIVE during your time.
so true
And there you go proving Parry’s point and providing yourself as an example case study of exactly what he writes about! Do you think that the attitude you have just displayed here on DNO is productive to yourself far less to Dominica? You took this opportunity to put Parry down, did it make you feel good? Did it lift you up?
Lovely piece. I’m gonna start with the man in the mirror. I do think we will see a boost in many sectors if we start by improving our attitude. We however must first acknowledge that we need a change for that change to happen. I wish more persons would read this. Maybe the government should start a courtesy campaign for a month- island wide. Take it to the schools, stores etc. There could even be a prize for best customer experience; one for the public sector and one for the private.
With the schools they could make out a competition where students are given different scenarios that they would have to courteously respond to. It may just be the start that we need.
I feel the people police! It’s I wish more people …
AMEN! It’s interesting to see the level of responses on this commentary and the quality too!
I observed this type of behavior on my visits to DA and it certainly has kept the country down, but this type of behavior is practiced here in Trinidad and St Croix to a lesser extent. I had planned to retire in DA but changed my mind after discovering that too many Dominicans make simple things difficult just to feel a sense of power. All this does is hold back progress.
People here just don’t care about anything or anybody much, except themselves…..if that. No pride in workmanship. Don’t care if they show up for a job. Would rather not work than work for a lesser amount. Rudeness. There is definitely an attitude adjustment needed. Thirty plus years ago, it wasn’t that way. Time to change it back to the days when people actually cared and helped each other rather than just themselves.
Thirty plus years the the white men from England was more less in control so they had the whip but since the country was fully handed to we black that’s what you get. We need to face the facts in other to make changes.
Sir, i’m in total agreement with you.As a migrant to the USVI, i had to quickly readjust my attitude especially where time is concerned when i landed a job at the Hovensa Refinery.I would not have been able to keep my job if i had continued with my old D/can attitude of ‘i didn’t feel like working today’, so i stayed home.People always remember it’s our attitude that will determine our altitude.Courtesy,discipline,respect for self and others and the right attitude is what will see us through to the road to prosperity.
@Zeb Amere, here lies the problem. When you are in your country your attitude stinks, but when you go overseas you change. Why couldnt you practice good attitude in your country? Is is because employers here are to slack and we get away with it? Of course you would re adjust in the USVI or you would be thrown on the streets!
I see no reason to pay people more money when they give poor service. Employers must get tighter on firing workers with poor attitude. They ask for all kinds of benefits and yes some deserve it but others benefit from it too, so fire the doh good workers and keep only good ones, then someday everybody will take notice and do a good job.
It’s not about firing in the first instance. Companies do not like to train and managers display a teribble attitude towards staff too. This about a massive shift in social conditioning. This is not about blame but education, realisation, and communication.
I am disgusted by the amount of children in DA that say ‘give me…’ no thank you or please. Nobody corrects them. I see scholls pumping the five pillars of this and that and do not see it in action. This is a problem that lives in every household.
The majority of the country performs in a demotivated and demoralised state. An aggressive social re engineering program is required Caribbean wide.
PRB: “The solution is in our hands. We CAN do better.” Indeed!
A very timely commentary. In this era of fiscal crises and shrinking treasuries, the most valuable resource that a country can have is an industrious, trained, and customer-friendly workforce. Where the country falls short on expertise and riches, the right work ethic, inclusive of the right attitude to customers, will fill the gap.
Its also a problem of government attitude and unless this partisan approach to development of Dominica and its people by government stops we will go no place with our small population of 70,000
when will someone shut this man up???
THANK YOU for writing this excellent article!!!
Attitude is the biggest factor that impedes progress. How can you move forward and grow if you already think you know everything?
A smile and a “thank you” is all it takes for a customer to return to you.
“Success is the sum of small efforts, repeated day in and day out”.-Robert Collier
that’s a great article and it’s true… our customer service is very low in dominica… we truly have a don’t care attitude… for example… observe the time people arrive to work… 8 a.m is even too early for many of them… when one travels to the developed countries, they learn a new way of doing things… problem is, most of us, remain in the developed countries for most of our working life and the little who do return to 3rd world countries are told…. “what u tink, america u be nuh”… our attitude isn’t right, we aren’t productive like we should..
Parry; in the context you speak regarding attitude I suppose you are talking about the Dominica worker; I suspect you are referring to a negative or hostile state of mind; or they behave in a cocky, or arrogant manner to the people they serve; in this case we are talking about the civil service.
However, I think it would be foolish for any private citizen who operates a business; depending on the general public for their survival to display a hot temper even when provoked by a customer, since that is the mark of irascible: how can one display a hot temper to their costumers!
One way or the other none of the above is the cause of a lack of economic development in Dominica; unless we wish to say we have an unkind attitude towards the industrialization of the country. By now everyone should realize we will never have any sound economic development in Dominica unless we are prepared to go into manufacturing, and exportation of commodities to an outside market.
We must have something to sell, we need to have something to “trade” otherwise it is useless talking about economic growth!
Indeed we have had political independence for a long time, however, political independence without economic independence is nothing at all; that is why without donations, and handouts our country would have been a failed country a time long ago!
You emphasized the government budget soon to be released, but will that budget provide for something significant that will aid in the development of the country; or will we hear about another ” X” millions of dollars designated for the resurfacing of Roads, or the construction of some new Road?
I am not debating that roads are not necessary, nonetheless that seems to be all we have done since we attained our independence, I believe we should move on to bigger, and better things, if by any chance the people of Dominica displays any form of irascible attitude, it must be because the people are tired with the status quo!
We need some variables in the country; anything that will cause some changes for the better, as it is nothing changes, that is our problem, and that might be the cause of the anger some of our citizens displays. We as a nation cannot afford to borrow for ever, because every dime borrowed has to be repaid along with interest; repaying the principal and interest runs into many millions of dollars, which takes years to repay; it is time that we invest into projects that will pay for themselves.
I responded to George plea for people to come together in Dominica and work towards economic growth, and development development; I stated my views on that, DNO however censored my views, I believe I disseminated it, if I did you may have been a recipient.
I will state here again that there is nothing in Dominica an outside investor look at and say, here is the pull, I am going to invest in that country; everything we do in Dominica repels people even those of us who are born in there.
As I said we are at the bottom of the tourist industry, we only get the crumb the devil leaves, unless we are going to here that we are now budgeting for an International Airport, the budget at this time will not matter much, it is what it is my friend!
Francisco Etienne-Dods Telemaque
ADMIN: We don’t censor your posts. Your posts will be automatically deleted if they are too long and the majority of your posts have been consistently long.
“would have been a failed country a time long ago!”
That should read “would have been a failed country, a long time ago!”
FET.
Honestly, you recommented with the correction of a comma?
SMH…..
If the workforce was productive and displayed the correct attitude and level of honesty the level of investment would increase.
Dominica has many things to export you are blinkered. We just do many things badly and then blame everyone but ourselves.
Okay Admin, it seems as if I shoot myself in my foot again
Hahahahahahahahahahahahahah!
Sorry!
FET.
DNO this dude is self righteous and arrogant. The world must spin around him. Don’t know the guy but I am sure that he is nt a like able person.
This is so true. Some individual’s only self power is the ability to say ‘NO ‘, or to make you ‘WAIT’. Their attitudes are allowed to continue because no one challenges them, and just accept it as the norm. We are not helping them (or ourselves) if we continue to ignore what has become a very noticeable problem here in Dominica. As long as we continue with this ‘poor man’s mentality’, the poorer as individuals and as a country we will continue to be. Please everyone, wake up, stand up for what we know to be the right thing, and let’s all work together to enable Dominica to become enriched for all.
A good piece from Mr. Bellot. Unfortunately, some persons may not differentiate the message from the messenger, and that is another problem by itself.
Some people ….
if i could locate you, we could drink on that. so true
This certainly is one of our major problems here in Dominica and there is no way we can go forward if we do not teach our workers and our selves the proper way to aproach individuals in a business place, our customer service is ver very bad….. I have had to many experiences.
Some companies invest in customer service but there seems to be no change in the attitudes of these individuals..Square pegs in round holes..’They know people who know people’..Lets rise above this level if we want change.
To make a long story short. The government must put in place training programs Dominicans in every sphere of life. Training and proper education is key. One can just conclude that the lack of proper training is the problem. To often those who are working for the government are part of the problem and not part of the solution. Stop wasting people’s time and train Dominicans so that their mindset and bad habits may change. The Government can look at Singapore as an example: not the biggest nation in the world geographically but surely on top in development. That because of proper education and training. One Network Everyone. Dominica is in need of a One Network everone program. Training, training, training from primary school to tertiary level.
There is a business opportunity right under your nose and you think the government should empark on training? Open a school to train people in good customer service. There is money to be made. We cannot rely on government to do everything.
You are right Mr. Bellot, you COULD have done better, the solution was in your hands.
well done parry, in your own world!
Good piece, Mr Bellot!!