Dictated procedure

As a local manager for a Canadian company, I interact with Indonesian nationals on a daily basis, usually pleasantly. However, a recent incident illustrates a uniquely Indonesian problem, common within middle management in the business community, as well as at many levels in the government.

Indonesians seem to take great comfort in following dictated procedures. In our experience, relatively few exercise personal discretion or initiative; they are bound by the doctrine of Ewuh pakewuh (reluctant to disobey/oppose to seniors).

The incident to which I refer occurred on Sept. 5, as my wife and I returned to Jakarta from abroad. My wife was in a leg brace and using crutches, having undergone knee surgery the week before. Halfway along the airport terminal, I saw about 10 wheelchairs. None were being used. Joane got into one. I proceeded to push her along the remainder of the long walk along the terminal.

We had gone no further than 10 meters when a fellow approached me and requested where we were from. I replied "Canada". He said "No, no, which flight did you come in on?" I replied, "Singapore Airline," to which he stated that "The chairs were for Garuda passengers only". He asked us to return the chair.

I first ignored him, but he persisted. Finally, he blocked our way, and held the chair. We had a very loud and somewhat profane, one-sided exchange which attracted the attention of several security officers.

Both Joane and I, being in our late 40's and in no position to initiate a fight, gave him the chair before the law arrived. Joane proceeded to hobble her way the last 100 meters or so down the corridor to passport control. I think, the fellow proudly returned the chair from where it had come.

The Garuda employee could have shown a little common sense and initiative. The fellow could have requested that I return the chair when we were finished. He might even have offered to assist us.

That seems to be what is lacking in this country. A sense of discretion in the use of authority. A sense of helping someone without a profit motive simply because it's the right thing to do. A sense of compassion.

AL WORKMAN

Jakarta