Where are we heading as a society? Recently, I had two frustrating experiences: a bus ticketing agent who displayed poor behavior and a security guard at Vivekananda Road metro station who seemed utterly clueless about his responsibilities. It's easy to brush off such incidents by saying they're just doing their jobs, but aren't we, as a society, partly responsible for this? Doesn't this reflect the authorities’ inefficiency in providing proper training, especially in behavioral skills?
Our education system also plays a role in this. In the past, during the "Baby Boomers" era (1946-1964), moral science was an essential part of our curriculum, instilling values and ethics. Over time, however, this focus has diminished, leaving a gap in the development of interpersonal skills and empathy.
Adding to this is the growing influence of digital platforms that encourage people to purchase unverified products by offering rewards. When these products turn out to be substandard, such platforms absolve themselves of responsibility, claiming to be “just a platform” with no accountability for product quality. To make matters worse, when customers reach out to these platforms' call centers, they are met with scripted responses that rigidly adhere to policies, offering little to no real solutions. The so-called training provided to customer service representatives appears designed solely to deflect questions and soft-pedal issues, often lacking any genuine empathy for the customer’s concerns.
As we move forward, the generational divide continues to grow. We now coexist with Gen X (1965-1980), Millennials (1981-1996), Gen Z (1997-2010), Gen Alpha (2010-2024), and soon, Gen Beta (2025-2039). Rapid advancements in AI and robotics are reshaping the world, accelerating the pace of life, and widening this gap.
Younger generations, shaped by technology, often adopt a highly practical, less emotional approach to life. While this mindset suits the modern world, it can leave older generations feeling disconnected and out of place. The question arises: how do we bridge this gap? Will older generations retreat into nature, seeking solace, or resign themselves to being left behind in a world they no longer recognize?
The world is undoubtedly changing, and the challenge lies in adapting without losing the human touch that binds us together.
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