The world of Tzu Chi Nov-Dec 2021 (Vol.138)
pecial Feature Translated by Ng Yu Xin A shift in perspective is what we need When we encounter problems or we think that others are creating difficulties for us, perhaps we can change our perspectives and put ourselves in their position, so that we can understand their behaviour. – Ting Fong Chuan “T zu Chi is such a huge organization, and you cannot even solve this small issue!” A “beep…beep…” sound was heard from the phone that Ting Fong Chuan was holding for the last few minutes. Looking puzzled, the volunteer muttered, “Why didn’t Mrs. Lim (pseudonym) give me a chance to explain?” As a member of the Careline team, Fong Chuan has encountered many challenges when receiving calls but Mrs. Lim left a deep impression. When Fong Chuan first called and asked Mrs. Lim for her basic information, she replied bluntly, “Why do you want my information?” With much patience, he managed to break the resistance, and found out that Mrs. Lim used to work in the tourism industry. Back when tourism was at its peak, she could earn five figures a month. With the high income, Mrs. Lim could afford a high standard of living. Her expenses were high too and this became a challenge when the tourism industry was hit hard by the Covid-19 pandemic. “I told her frankly that she might not get the aid because there were people who needed it more than she did. I suggested that she changed her lifestyle to adjust to the situation. I believe she understood what I said. She changed her request. She said that her brother, who was physically challenged, was being treated in the hospital and would be discharged in two days. She requested Tzu Chi to help provide them with a hospital bed.” The request was not within their scope of aid, but Fong Chuan patiently explained that he was not sure if he could find a hospital bed within two days. Nevertheless, he assured he would do his best to help. Mrs. Lim was not satisfied with the answer and replied, “Tzu Chi is such a big organization, and you cannot even solve this small issue!” Then she hung up the phone. “I head a computer company. Usually, I am the one giving commands; no one will use a commanding tone to talk to me! At that moment I was upset, but then I turned around and decided to do something else,” Fong Chuan beamed with a forgiving smile. However, the words “Tzu Chi is such a huge organization” still echoed in his mind. He felt Mrs. Lim had misunderstood Tzu Chi because she knew little about Tzu Chi’s administrative procedures. “If others misunderstood me, that is fine, but I cannot let others misunderstand Tzu Chi. So, I decided to call her again to resolve this problem.” After 30 minutes of gathering his 2021 • 12 08
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