In a world that often uses wealth and appearances as markers of success, the true essence of human interaction—soft skills—frequently takes a backseat

We are often judged by factors that may not be relevant in the long run. Wealth, physical features, the name of the school or college we attended, flashy clothes, and many more, are the parameters used to measure our success. We forget that soft skills are equally, if not more, important. I waited patiently for my turn in the check-in queue at the airport during a recent visit to Mumbai. The young lady behind the counter handed the boarding pass to the passenger and guided her to walk some distance to get a wheelchair.

The older lady cryptically remarked that the wheelchair was expected to come to her instead of the other way around. The counter girl looked clueless. Later in the evening, I walked over to the express check-in counter at the hotel. I waited patiently as the gentleman bent down to retrieve something before completing my formalities.

Another counter lady walked by looking at me. Since the man did not resurface even after a lapse of time, I looked at the gentleman behind the adjoining table, who offered to assist me, explaining that the computer system at the other counter was not working. None from the crowd at the reception had bothered to assist me.

The private company I worked for won laurels year after year as the best employer. I wondered about the criteria for the evaluation, more so since I saw many of the executives quitting the company and dissatisfied with the working conditions.

The HR employees responsible for implementing all the right words in the rulebook failed to decipher the basic principles of Maslow’s Hierarchy of Needs. All three companies are reputed names in the private sector. They recruit people with the best credentials from the best business schools or the best in the hospitality industry.

One would expect them to understand soft skills, unlike those working in the government sector. I was witness to and on the receiving end of a raid by an enforcement agency while working in a private company.  

The officials barged into the office accompanied by uniformed policemen. Orders were rudely barked at me not to touch the telephone. My mobile phone was snatched from my hands.

The officials remained in the office for more than 24 hours during which I, and the other team members, were not allowed to contact our families. We were made to feel like criminals for no reason.I was recently stopped by a traffic policeman after I had crossed a legitimate green traffic signal.

I was perplexed. Another policeman sauntered over to ask me the reasons for my arguing with the other official. He rudely reprimanded me when I showed my ignorance of the matter. The policeman had stopped me apparently for crossing the red signal. Fortunately for me, there were cameras at the crossing, which proved my innocence.

We face a similar lack of soft skills in our personal lives. Decades earlier, my wife and I were not given a table for lunch at a famous restaurant in Delhi.

We were a newly wedded young couple and were probably not dressed the same way as their regular clientele. An attractive personality, a good education and a good job are enough for parents to settle marriages of daughters to strangers, not knowing if the young man will treat the girl well.

There are countless examples. I was taught to be a good human being. The children of today are more intelligent and smart. All that we need to do is to teach them to be a better person each succeeding day. Soft skills will follow.

(The author is an electrical engineer with the Indian Railways and conducts classes in creative writing; views are personal)