“CANTEEN CAPERS”

In the initial stages of my career in HR, in Pune; I had met Mr. Collen, an official who had worked in several offices world over of Arenco, a Swedish design company.
His observation was that at most of the places he had visited throughout the world, the industrial disputes almost always originated in the canteens.
Whether it was over a stale sandwich, or a tasteless wada, soggy spaghetti, a fizzed out soda or cold tea. The item may vary depending on the geography. But the causa- prima would be some canteen- item resulting in a major dispute.
I came across an essay written in TIME sometime back, about how frayed tempers can ignite a world war. It all started with a bowl of cold soup being served to someone. The altercation resulted in a chain reaction in the neighborhood, resulting in a world war. Exaggerated? Perhaps. It was in a lighter vein. But the tempers run high, when it comes to some unsavory stuff served, to some one hungry, for food. In the canteens such stuff ignites fire, not in the belly; but out in the workplace.
I recall a couple of instances here, which will highlight the point. At times some quick-thinking can help someone to win the battle, and prevent its escalation into a full-fledged war. Putting off small-fires in time, helps restrain a conflagration.
The incident relates to early 70s. Trade Union movement was in its nascent stage. The workers were not so much used to collective bargaining and mature Unionism. They would make a nuisance, by shouting shrilly slanderous slogans, a few bad words and threats to terrorize the ‘establishment guy”.
In an engine manufacturing company, in Pune the workers were worked up about the quality of chapattis served in the canteen. According to them, they were rubbery, cold and overall unappetizing.
The food served was fit for pigs only.
Repeated complaints were lodged for quite sometime, with the canteen manager. But to no avail.
The workers, who were egged on, by the Union officials decided to take the matter up with the boss, the Dy. General Manager (Administration.).
They left the canteen premises with a bundle of chapattis and trooped into the cabin of the DGM, unannounced. The DGM; a young person, was educated in England and had no exposure, to the industrial scenario then, in India.
Normally they could have had recourse to the grievance committee, works committee etc.
Then; they believed in noise-therapy, by making a song and dance over an issue, rather than solving the dispute.
When they entered the cabin of the boss, he was lunching with some of his lady colleagues. The workers created quite a row, and as is wont; with the Union representatives, they screamed at the top of their voices. Some slogans, “DGM murdabad, Union zindabad “etc, were repeatedly raised, in chorus.
The DGM was completely taken aback, at this sudden unprovoked attack, and did not know how to respond to the commotion, in the usually staid office place.
He quickly got the secretary; to connect him to the Security officer.
The security officer, who was a seasoned guy, promptly appeared on the scene, with the Welfare officer in tow.
They listened to the complaint, with a feigned concern. As is the practice of the politicians today, they promised a thorough enquiry in the matter. Gave a show-cause notice to the Canteen manager. The issue was sorted out amicably. No loss of blood.
The net result was that the young DGM, (due to a loss of face perhaps), quietly chickened out from the job soon thereafter.

There was a similar case, which happened around the same time, in an auto unit, in the suburbs of Pune.
The workers were very agitated due to the usually tasteless” plastic” canteen food. The company used to serve subsidized rice-plates, from the industrial canteen, to the staff.
It appears that one of the union bearers had noticed a strand of hair in his rice- serving, on a particular day.
“Careless, what does the management think we are? Some cattle? We could be fed any junk. We slog here day and night. They are taking us for granted.” Etc. etc. ad infinitum. The issue was blown out of proportion.
They decided to carry the rice-plate, which is served in a stainless steel tray. A group marched with the rice-plate-tray into the cabin of the Works Manager.
The WM, a shrewd and experienced hand, received “the intelligence” through his MIS, well in time; that the workers are heading towards his cabin, in a belligerent mood. The flimsy cause of the dispute was conveyed to him too.

He slowly walked to his cabin, which was in the center of the shop- floor. Unperturbed.
He politely asked the workers to sit down.
In a calculatedly cool mood he went to the washbasin in the corner of his cabin, wished all of them once again, as he cleansed his hands.
He occupied his chair, pulled the rice- plate-tray, which they had placed on his table. Quietly he removed the strand of hair, from the rice-serving, and commenced lunching from the same rice-plate.

Before they could enunciate their complaint, he quipped,
“I was working since morning on the shop floor, and was really hungry. Hence am wolfing on the food brought to me so thoughtfully by you.
Incidentally, why had you come in?”
The agitated workers were dumbfounded. They silently went back to their respective workplaces. No words were required to be exchanged further.
It is the diplomacy and tact that comes handy to tide over very sticky situations.
While managing a team; establishing and maintaining good human relations is the keystone.
THE WORKS MANAGER WAS A POPULAR AND RESPECTED FIGURE, ALWAYS THEREAFTER.
THE WORKERS AND THE UNION, NEVER RESPECTED THE DGM IN THE ENGINE FACTORY, TILL AS LONG AS HE WAS IN SERVICE.
They said,
“He does not trust us. He is seeking a protection from us. He asked the security officer to come to his rescue; rather than solving our problems; which is his assigned duty."

Recently I received a greeting card from Mr. Collen my Swedish friend, informing me about his short visit to Pune, next month.
He also asked me about the progress, Pune has made on the business front.
I have invited him to Pune, and a have chat over lunch with me in our canteen.

We serve lunch from a five star restaurant here, to all the staff of our Unit, like many others from IT sector in Hinjewadi , the new Information Technology park, of Pune.
Be with the Jonses is the principle.
No compromises on food front, you see!


M. S. RANADE,
mranade@vsnl.com
PUBLISHED IN ALL THE EDITIONS OF ECONOMIC TIMES ON FRIDAY, 7TH JUNE, 2008.