During my tenure at one of the bank branches, I held a staff meeting where I emphasized the importance of role-play. To my surprise, the next day, the husband of a lady officer, an MBA in Human Resources, complimented me. He found it unusual—and admirable—that a banker was discussing role-play. 

There’s often confusion about roles—when to switch and how to recognize the right role for the moment. Understanding these distinctions helps us manage day-to-day situations effectively. 

For example, a General Manager holds authority within his office. But when he boards a bus, he becomes just another passenger, subject to the conductor’s instructions. As a shopper, he’s a consumer; at home, a father and husband. In a temple, he’s just another devotee. Respect may follow him in some places, but not everywhere. 

We all play multiple roles—each with different responsibilities and approaches. A General Manager cannot exercise office authority in a supermarket or treat his children like subordinates. Likewise, he can’t manage employees as if they were family. Blurring these lines creates tension and disappointment for everyone involved. 

This was my message to the staff: when serving customers, remember that you are offering a service. Be polite, helpful, and efficient—just as you would expect a ticket clerk to be if you were buying a railway ticket. If we criticize inefficiencies in others, we must also reflect on our own actions. 

Success and peace come when we understand our roles and perform them well. 

Contd. 395. The Next Role Awaits