Monday, 19 June 2017

Customer Service Madness at Madeleine Cafe

Customer Service Nightmare at Madeleine Cafe

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Madeleine Cafe is a popular hotspot for staff and students of the Sunway campus. Until recently, it was one of my favourites too. However, since the recruitment of the Chinese girl server with a very rude attitude, ordering any food at Madeleines has become a customer service nightmare. Allow me to share with you my most recent experience. 

I went to order a Beef Bolognese for brunch, and asked for "plain bolognese, no salad, no cheese, just pasta and bolognese, please". The server girl said okay, took my cash and processed the order. Half an hour later, the beef bolognese comes with cheese and salad. I sent it back, asking the waiter to have it changed as I cannot eat cheese, and I don't like salad. He sent it back and the server girl thought she'd take it upon herself to argue with me, saying that I did not say, "no cheese", when I specifically said so. She was so insistent, she tried to make me eat the pasta. I refused to kill myself with cheese I cannot eat, and so asked for a refund if it was not possible to make it. She refused and said she would tell the chef to make it. Afterwards, she laughed with her colleagues and gave me a side look, saying, "no beef also". That was very unprofessional and inappropriate. I hope that Madeleine Cafe switch her role to some back office role where she isn't facing people in the front line of customer service, since her attitude is not suitable for the role. 

Furthermore, the taste of the bolognese was nothing special. For RM13, I would expect better quality. The pasta was dry and the bolognese lacked meat. I suspect the server girl was deliberately trying to give me less because I asked for the change. This is incredibly bad, and I hope other customers don't have to tolerate the same nightmare as me. 

I would appreciate it if Madeleine Cafe gave me some sort of compensation for the bad service as it has really stressed me out and ruined my mood for the day. Thanks. 

Saturday, 20 August 2016

Triple Silver Lining for Lee Chong Wei in Badminton Finals at Rio


After putting up a good fight and defeating Lin Dan in yesterday's semi-finals, Lee Chong Wei, Malaysia's favourite and a great badminton player, advanced to the finals at Rio. Unfortunately, for the third games in a row, Lee Chong Wei got a silver medal. For many it was a disappointment, but it's still a win, and it still brought the crowd of Malaysians together as one nation, cheering him on from the stadium at Rio to their homes back home in Malaysia. 

Chen Long put on a good fight, and it was a tough match. Nevermind, Lee Chong Wei, to get to silver, even three times in a row is an amazing achievement. At least it's a medal, and you defeated Lin Dan, so that was a great improvement from the last time. 

Although Negaraku was not sung at Rio today, Malaysians shouldn't give up hope just yet. Perhaps someone we do not know will shock us with a gold in something we never thought possible. Remember to always remain positive, and never give up. Lee Chong Wei brought us together as a nation of Malaysians, to cheer and be proud of who we are and as a country. Don't forget that very important unity. I'm calling on Malaysians to go forward as a nation to cheer on the next olympian and all others who represent this country until the victory is won. And when the victory is won, let us cheer once more as a nation with the pride and joy that Malaysia is an awesome nation, and this is our home. 

And to Lee Chong Wei, keep fighting, and maybe, though you may be older, try one more time. Who knows, the next time may be your time to win the gold, or else train the next generation to win the gold. You know the opponents, so now you can train the younger ones up for the next games. There's still work to be done, and you have made us proud, and can make us prouder. We salute you! Good game! :)


Olympics Uniting a Nation - Lee Chong Wei of Malaysia Advances to Badminton Final



Here are the scores of the badminton sets played by Lee Chong Wei yesterday:
15-21; 21-11; 22-20

So many posts online have shown great pride and rejoicing at the victory of Lee Chong Wei's close game with Lin Dan of China, which got him into the Rio Olympics 2016 badminton finals!

It is so lovely to see a whole nation unite, of every race and religion, all people, shouting and cheering on their fellow countrymen in the games. Malaysians from all over the country celebrated this wonderful advance to the next stage. 

For once, rather than divide in nations around the world for various reasons, the Olympic games is proving to be a factor of unity. Each country is coming together to compete, on the basis of merit, and nothing else. That is really where it is at. Perhaps this is the way forward - to unite as nations, and to go forward as one stronghold, holding up the fort for the country, for the nation, and for the people. No more divide, but a united nation, truly in the spirit of Malaysia's famous 1Malaysia. All countries can learn from this experience. May the best person win the medals! 

Looking forward to more from the Olympics... Great game, Lee Chong Wei - keep it up! 

Thursday, 18 August 2016

Thoughts on Making a Difference

The INFJ motto is "Help Me Help You". We live our lives constantly striving to improve - not just ourselves but the rest of the world as well. For some of us, our life's mission is simply to make a difference for the better - to make this world a better place, one life at a time. 

I recently posted on my Facebook that where there are people, there is a chance to make a difference, one life at a time. Now, what do I mean by that? I mean that each of us have a duty to make an impact. Each of us can affect another person by the way we live our lives - our actions, our words, and how we relate to other people. So, as we each affect the people around us, they, in turn, will affect the people they encounter in their lives too. 

"What is not transformed is transmitted" - Fr John Jesus Moloney CSJ

These are the words of my parish priest from my home parish in London. I'll never forget them. They seek to make one reflect on who we are and what we are doing here - our mission to the people we encounter. You know that famous phrase, "everything happens for a reason"? Well, you have a reason, a purpose, a meaning, each and every one of you. You just need to discover yourself and find the true meaning and purpose of your life, and the only way is to transform all negativity into positivity. 

Every challenge and trial is a learning experience. 

Every failure is making you stronger and preparing you to succeed much better and achieve higher and bigger dreams. 

Every door shut is because it was never meant for you in the first place, and greater things await you. 

Reflect on the above three phrases. Think about them. Let them soak into your soul. Realise that there is so much more to life than just going about your daily routine. Your routine gives you structure, but your purpose and meaning give you something to look forward to everyday. Whether you are a shop assistant, a cleaner, a doctor or a CEO, remember that YOU can affect the people you meet everyday. YOUR SMILE can lighten up someone's day. YOUR WORDS can give a person hope for the future. Remember that YOU are important, and that YOU CAN MAKE A DIFFERENCE

Critical Reflective Review: Reducing Long-Term Catastrophic Risks from Artificial Intelligence

Source: Machine Intelligence Research Institute (MIRI), 2010. Reducing Long-Term Catastrophic Risks from Artificial Intelligence. The Singularity Institute, San Francisco, CA. Available at: <https://intelligence.org/files/ReducingRisks.pdf> [Accessed 24 September 2015].

The literature review I have chosen concerns of the long-term risks associated with the development of “artificial intelligence” (AI). Since there seem to be strongly negative views against the development of AI, I decided to explore the roots of those risks in order to understand the fears and hopes surrounding the topic. This article is one I believe mirrors many people’s views, and having been written by the well-known, Machine Intelligence Research Institute, that specialise in such research, I thought this article would provide me with some insight on AI. In this review, I have explored two main focuses of the article: the risks of AI itself, and the likelihood and risks of “friendly AI”.

I am fascinated by the idea that a machine can been deemed “intelligent”, since I always understood the term to involve some sort of independent thinking, whereas machines are installed with a “fixed set of imperatives”, defying the nature of the term, “intelligence”. I am also disturbed by the suggestion that “a software problem that will require new insight”, a “robot rebellion” in relation to “machines” in an “intelligence explosion” (Good, 1965) or a “technological singularity” (Kurzweil, 2005), which is how AI has been defined by previous researchers, can equate to a sense of another so-called “intelligent” life form other than our own – namely, a revolution of AI machines.

Furthermore, I am not convinced that, as suggested in the article, AI will put “evolutionary pressures” on human development due to their “self-modification” features (Bostrom, 2004). I am doubtful of the notion that AI will develop and surpass the survival instincts engrained in our human DNA, which is millions of years old, because they have some technological microchip that allows them to “evolve” and produce the next generation by themselves. This is because, even though it has been suggested that the fact we cannot produce a machine with human-level intelligence yet probably would not stop a machine improving itself to this level anyway, there is no empirical evidence of machines “thinking” of such an intention as we know it, especially since they have a limited capability built into their “fixed set of imperatives”. Hence, based on this lack of evidence, I do not believe that, at least in the near future, there is much of a risk of an intelligence war breaking out between humans and AI, because I do not believe human ideas, which are infinite, can be surpassed by machine imperatives, which are so finite and fixed.

Another suggestion proposed was the concept of “friendly AI”. This is the notion that AI can benefit and work in the interests of the human society for the good of the people it serves. My instinctive answer to such a concept is to point out its idealistic fantasies. In my opinion, I am very suspicious that anything deemed to possess “intelligence” will submit to essentially being a slave to those it may be thinking are even inferior to itself. Although an AI machine holds a “fixed set of imperatives”, if it really is so “intelligent”, there is a possibility of moderating just how “fixed” the imperatives are, thus leading to the question on control of AI, and exactly how “friendly” they would be if they knew humans only wanted them for what I would like to suggest as “AI slavery”. On the other hand, of course, if the AI is not so intelligent, then I highly doubt that it has the level of “intelligence” to be a “friendly AI” and contribute to society in the way we might like it to, except for carrying out the industrial and dangerous workload we wish to take off our manual labour workers. Hence, the question of exactly what is meant by “intelligence” remains unanswered, and in not being able to determine how intelligent “intelligence” is, the risks associated with AI remain theories that are not backed up by substantial evidence.

Therefore, I conclude that the proposed risks associated with AI’s intelligence and the notion of the existence of “friendly AI” are unprecedented and theoretical, due, perhaps, to our very natural, human fear of the unknown. This is because, there is a lack of technological evidence to show the dangers of AI taking over from humans, and the concept of “intelligence” still remains, at least to me, vaguely defined. So, until “intelligence” is redefined or more concisely defined, and AI is more potent in the world, I do not believe we can justify the risks of AI taking over as proposed. 

Wednesday, 17 August 2016

The Leadership Identity Puzzle

SPECIAL FEATURE ARTICLE


THE LEADERSHIP IDENTITY PUZZLE


Why Mindfulness Completes the Puzzle Behind our Leadership Identity Mask



Kim L. E. Germundsson, Foo Sue Xuan, Kiran Shahid,
Tatiana Chu, Asef M. Chowdhury, Taufiqur Rahman

Years of Research Attempting to Find Ourselves

Years of research has been devoted to the topic of leadership identity. Many quizzes and personality tests have tried to come up with the perfect answer for tapping into who we are and how we lead. For example, Myers-Briggs (1943) came up with the 16 personalities profiles (Schultz and Schultz, 2005), and Rubin (2015) tried to tap into our habit formations with her four tendencies test. 

The Mask and the Puzzle

Our lives are a puzzle, often hidden behind a mask that only shows half, or even less, of the picture of who we are. Life becomes like a masquerade ball. We think we know the people whom we meet because we know their names, or perhaps we know their country of origin, or other such labels and identifiers, but behind a mask, we cannot see the invisible self – what they are thinking, how they are feeling, or their true perceptions behind the mask. The mask, then, becomes the reality of our knowledge of the person. We fail to see the bigger picture because the mask hides the complex puzzle of the person and who they really are. The only difference between the masquerade ball and reality is that people wear an invisible mask outside, whereas, in a masquerade ball, you can see the mask. However, no matter what you try to do, you will never find fulfilment until you do what is true to your innermost self. Furthermore, without a sense of who you are, and hence, your identity, you cannot begin to comprehend the type of leader you want to be, and thus, the world has caused a leadership identity crisis. The question is, how can we begin to solve what the world has created around us?

Integrating the Mask and the Puzzle

With a leadership identity crisis, it is no surprise that people spend their lifetimes trying to figure out who they are and what kind of leader they want to be. The problem is, for the vast majority of us, the mask we wear and the complex puzzle of our lives are not yet integrated. Once the mask and the puzzle are integrated, we develop what becomes like a puzzled mask where slowly, but surely, we are able to shatter the pieces of the mask and become one with ourselves and our identities. Only then, can we begin to explore our leadership identity.

The Global Extravert Bias
Before we attempt to tackle the issue of how to integrate the mask and puzzle of our leadership identity, we must first recognise the issues in the world around us. The problem is, the world is too noisy to think. Cain (2012) suggested that this world is run by extraverts, and so the whole system is geared towards them. Everything from the social strategies of networking to our entire education system, leaving those who “think”, typically common of the more introverted types, to feel that there is something wrong with them. Thus, the typical approach used in leadership becomes “do, then think”.

The Practice of Mindfulness

How then, do we integrate the mask and puzzle? The answer is “mindfulness”. This is the practice of slowing down and taking the quiet space and time we need to reflect on our lives, and to be with ourselves and our thoughts. Without such a practice, this world easily slips into a meaningless state of emptiness, a vacuum of nothingness, similar to a black hole in outer space. Thus, mindfulness is key to finding our leadership identity, and would benefit our everyday living (Davis and Hayes, 2011).

A Walk Through the Leadership Identity Development Model

In order to understand more about finding ourselves and our leadership identity, a key model, The Leadership Identity Development Model, proposed by Komives et al. (2005) must be taken into consideration.

The Mask of Others

Awareness is the first stage of discovering one’s leadership identity.  This stage involves recognising the leaders in the external environment around us.   Generally, people recognise the positional leaders first – the people who have titles like Datuk, Datin, Tunku, Sultan etc. Perhaps you see your Programme Chair or Head of Department as a leader too. This is the very first step to building a leadership identity.

From there, the next stage comes into play, Exploration and Engagement. This stage is all about group immersion, learning to engage the group and mingle with friends and colleagues around you.  Group assignments, presentations and extra-curricular involvement are a great way to learn to work with others, especially when you have challenges working with someone you do not know so well.


Stage three builds on stage two. It is called, Leader Identified. This stage entails the recognition of hierarchies and actions of positional leaders i.e. leaders who have titles and formal roles in society. This could be identifying a difference made by your local politician, or recognising the authority that your lecturer has to set deadlines on an assignment.

Your Mask

The fourth stage is called LeaderSHIP Differentiated. Then emphasis here is on the SHIP. This is because this stage is all about leadership from a non-positional perspective, where the shared group process plays a particular importance in learning about your leadership identity. In recognising that each individual has a role to play in leadership, we can enable one another to develop as better leaders in the future. Thus, followers are now given a chance to become leaders too. Therefore, a person can, in a sense, be both a leader and a follower at the same time. This is one of the leadership identity paradoxes.

The Puzzle

This leads to the fifth stage, Generativity. This stage is all about developing the leadership capabilities in others. It involves a shared perspective, with a common goal and purpose. Each individual is responsible for bringing something to the group, in order to influence the leadership development of the next person.

The Puzzle Mask

From there, a sixth stage is formed, Integration and Systems. This is the capacity of a person to claim leadership in contexts that are diverse in nature. The leader then claims the position and title, and not vice versa (Komives et al., 2005). This is the stage where mindfulness plays a key role in helping leaders to stop and think, and thus, when the mask and puzzle become integrated.

The Leadership Bench is Thin ~ Warren Bennis ~

The problem with today’s society is that we often focus too much on positional leaders. However, theories such as Servant Leadership promote the view that we should move away from viewing “leaders” as those in formal positions with titles (Bolden et al., 2003, p12). This is the perspective that leadership should be viewed from, where everyone can become a leader, without a position or a title.

Understanding the Difference Between Called and Driven
When a person knows their place in life, their vision and mission, they can begin to find, and then embrace their Call to leadership. As Palmer (2000) suggests, to embrace who you truly are is to embrace your innermost fears. The only way out of such situations is to go right inside them and through them. When we do this, we find our charism (from the Greek meaning, “gift”), and in this, one finds their competence. To find one’s competence is to tap into one’s strengths, and thus, to find one’s leadership strategy. Only then can we truly know ourselves and make a meaningful and unique contribution to society (Cook and Simmonds, 2011).

On the other hand, when a person goes after their goals at the expense of others around them, stepping all over them to get what they believe they deserve, we call this concept, Driven. This kind of driven leadership is what we see in many of today’s leaders, because they lack a true meaning and sense of their leadership identity, hence, they lose sight of what their purpose as a leader is and end up breaking what Sinek (2015) called, The Circle of Safety. Driven “leaders” focus on their charisma (the trait) as the ideal, (Jacquart and Antonakis, 2015) rather than their charism, and is it this confusion, which normally comes about due to the lack of mindfulness, which leads to detrimental disasters.

Back to the Root of the Issue – Are Leaders Born or Made?

In always seeking extraverted, driven types, especially for those so-called “leadership” positions, certain traits tend to appear over and over again in the “desired characteristics of job applicants” or “school scholarship criteria” etc. Behavioural approaches that support the idea that certain traits seem to determine a person fit to be leader stem from early leadership theories, such as the Great Man Approach, which supports the contention that leaders are born, not made (Cawthon, 1996). Such contentions have stuck with society and led us into this extraverted cultural bias. The issue, though, is that in order to determine whether leaders are born or made rests with this notion of being called or driven, while taking into account that to determine such in a person’s life also requires mindfulness to analyse the situation. Thus, there are a few things one must take into consideration:

1)    What are the traits critical for “leadership”?
2)    What does society consider to be “raw potential”?
3)    Who is qualified to identify such traits and people?
4)    Can anyone really know what makes a “leader”?
5)   If such traits and “raw potential” was recognised in a person, can it be argued that such recognition led to the shaping of that particular person’s character in order to make them into a “leader”?

Thus, bearing in mind the above questions, one could come to the conclusion that leaders are, in fact, made, because society appears to make them.

We All Play a Role in Using Mindfulness to Make Tomorrow’s Leaders

Therefore, it is mindfulness that allows us to slow down and analyse situations in order to find one’s true charism and answer one’s Call to become a leader who is able to integrate the mask with the puzzle. Hence, the leader can then shatter each puzzle piece off to reveal their true leadership identity. Thus, since society made the leaders today, in practising mindfulness, society, i.e. each and every one of us, should make and form the leaders of tomorrow.