Jamaicans are not 'hard and fast' people in our personal relations, as most believe in giving a 'bly' - exercising flexibility as a means of assistance. We personalise our interactions, allowing for greater levels of bonding and empathy with our fellow citizens.

This has been one of the central tenets of social capital, which involves Miss Mae with the shop giving credit or 'trusting' a pound of flour until there is money; and the neighbour, who will not walk and talk people business, watching the children so the single mother can go to work.

It is this social capital which has allowed for especially the poor to survive and advance. However, it is this same practice that we extend beyond our communities to the general conduct and organisation of business, to our demise.

Many organisations are at any given point in time mere expressions of the personalities of those commissioned to serve. Mood, personal relationship with and perceptions of the customer and the organisational environment determine the quality of service provided and levels of productivity. For there to be efficiency and high levels of productivity, organisations have to operate as autonomous entities, where all employees are required to abide by stable and standardised practices and documented procedures.

I am one Jamaican who does not want us to ever abandon the importance we attach to personal relations, as this is an integral part of our way of life. However, we have been running the risk of exchanging 'good vibes' for anger and hostility, as the demands of increased industrialisation cause us to exercise greater levels of frustration with inefficiency.

We do not have to make a choice between our personal relations and efficiency; we simply have to decide that in business all men are created equal, and only the shackle of procedure will ensure that we treat everyone accordingly.

I am, etc.,

P. LEE

Kingston 6