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Customer Service in a Septic Isle

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by Septic Service Michael Patrick O’Leary

Mellifluous Amiability

During our lengthy visit to the UK from Sri Lanka, my wife and I went to the Walter Sickert exhibition at Tate Britain. I bought Matthew Sturgis’s hefty biography of the painter from the Tate shop and found it an absorbing read. Sickert was a handsome, witty and charismatic figure, friend of Degas and Whistler, with more female conquests than a rock star of today. Sturgis authoritatively dismisses crime writer Patricia Cornwell’s absurd notion that Sickert was Jack the Ripper. In the summer of 1917, the Sickerts went to Bath. “Bath is it”, Sickert wrote. “The mellifluous amiability of west-country gaffers & maidens …” He took a studio at 10 Bladud Buildings.

My wife and I decided to celebrate our Silver Wedding anniversary by spending a week in “a luxury Regency apartment in the historic and cultural city of Bath.” I have enjoyed many visits to the city over many decades. I had not visited the city since I left England in 1998 and I was shocked to see what the once-elegant and sophisticated Bath has become.

The “cultural city” seems to have become a venue for stag and hen parties. There were huge gangs of bizarrely attired young women roaming the streets and hordes of shouty, boozy young men whizzing recklessly around pedestrian areas on Escooters. All the restaurants and pubs in Bath are jam-packed and noisy. Bath has entered the contemporary world with a vengeance and turned into a Benidorm located in boozy Britain itself.

Oxters of Maskless Strangers

I am a methodical, kind of a chap, and I planned meticulously in advance. Before setting off from London, I stored as much vital information as I could on my smart phone and made sure the dread gadget was fully charged. My OCD nature was no match for GWR (Great Western Railways), who were providing our transportation, or for the property rental company providing our accommodation.

My target was to check in at our Bath accommodation at 16.00. The tube trains heading for Paddington were scrunched to the gills with unmasked passengers in shorts, many of them carrying cute little dogs, (like the one which allegedly voided on Johnny Depp’s bed) which seem to be this year’s fashion accessory in Britain. We contrived to arrive at Paddington Station with plenty of time to spare to catch the 14.02 Bristol Temple Meads train which stops at Bath Spa. The passengers awaiting that train were getting cricks in their necks looking up at the information board to see which platform to go to. Screaming hyper-active infants were writhing about on the ground where the miniature dogs had micturated and humans had vomited.

It was way past 14.02 when the information board told us that the train was “preparing” but the board still did not tell us which platform to go to. The concourse was throbbing with sweating, obese, tattooed people. When the go-ahead was given to board the train, the masses wobbled forward menacingly but I did not panic, because I had reserved seats in Coach H. Except….. there was no Coach H! A very stressed GWR functionary manandwoman-handled us on to the train. We were left standing in the train corridor for the entire two hour journey with our faces in the oxters (not all armpits are charm pits) of maskless strangers, buffeted by back packs.

No Admittance

We were glad when we arrived at Bath Spa station but the place was upheavaled because of building works. There was also an unexplained police presence, which surprised our Bath friends, who thought Bath police station had been closed because of government cuts. British police these days only investigate pronouns not real crimes. Disrupted Britain. The prime minister (at time of writing) Liz Truss celebrates disruption.

In days of yore, we might have been able to relax in the café of Debenhams department store just opposite the station. The store had been operating since 1813 but closed in May 2021. We waited a long time for a taxi but it was only a short drive to our accommodation. On the taxi journey I noted that, despite the demise of Debenhams, most of the nationwide retail chains were represented – Primark, Waitrose, Marks and Spencer – and each had in their doorway their statutory homeless person with dog (or two). Food banks and street sleepers have become part of the warp and woof (pun intended) of British life (along with shuttered-up shops) even in affluent locations like Bath Spa. There is even a statue of a homeless man and dog outside one Bath store.

Blocked Passage

I had been notified by an email from the rental company that the keys would be in a box which could be accessed by using the code 4774. I had made a note of that number on my phone as well as on old-fashioned paper. The key box did not open in response to code 4774. I had been told to ring a mobile number at the rental company when we arrived. I did so, but nobody answered. I also sent three WhatsApp messages which were ticked as being received, but, to this day, no one has responded.

We went to the Queensberry Hotel opposite the apartment and made phone calls to several of the rental company’s numbers while consuming very expensive beer. Nobody answered any of the calls. The hotel receptionist was anxious to help and gave us an address at Bladud Buildings (a few doors away from Sickert’s studio) which he said was the office of the rental company. The streets of Bath are steep and the sun was intense but we went to Bladud Buildings and found that there was no office there, only rented apartments. Luckily, one of the tenants at Bladud Buildings (a young man with rather fetching black nail varnish and much metal facial furniture) used his phone to call another number. I spoke to someone who suggested that I try the key code 1812. The tenant said that was the code he had been given to access his apartment at Bladud Buildings. We climbed back up the punishing incline to Royal Crescent. I tried 1812 and it worked.

I note that a six-bed apartment (popular with the hen-parties that roam the streets of Bath) in Bladud Buildings was available in 2017 for a rate of “From £1,277 per night”. At today’s exchange rate that is LKR 512,277 per night. The company that locked us out is clearly doing well, although there was a note in our apartment reminding us that refuse bags were expensive.

The boss of the rental company (whom I will call A) seems to have a penchant for overblown language. In spite of our travails, we got a standard message on departure expressing confidence that we would have had an “amazing time.” When I first told A about our problems getting into the apartment she said she was “mortified”. She said “I feel terrible for you both. Certainly not the arrival we want any of our guests to have. Please accept my sincerest apologies.” That is fair enough, but I detect a strategy often adopted by organisations dealing with customer complaints. A said, “I don’t understand why your calls were not answered? Did you have J’s and the main office numbers?” Later, I got an email from the Office Manager, whom I will call B) who remarked in passing, “Normally we are all extremely organized so I am unsure how this has happened.” No admittance of fault. Sorry, it must be me.

An Absence of Humans

Office Manager B did clarify something for me. There was no human being actually available from the rental company when we were locked out. I had dealings with at least eight people at the rental company. A said, “I was at Lucknam Park for my anniversary so didn’t have reception.” I was also trying to celebrate my anniversary, but I am a mere paying customer, so don’t worry about me, just pardon me for interrupting your celebration. Sorry to be a nuisance.

Office manager B said, “I was actually on leave when you arrived.” B promised to contact K (who had given us the misinformation that banished us to the street) “when he returns to the office later today”. K does not work on Fridays, so why did he ask me to phone him? B said she would speak to J (the Property & Logistics Manager who had claimed to have sent me the correct code) “when he returns to the office on Thursday”. At the time B was writing this A was “currently out of the country.” Lights on, nobody home.

More about customer service in my next article.



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Features

Sections of US media looking power straight in the eye

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President Trump addressing the media at the White House.(BBC)

Some fundamental freedoms seen to be at the heart of democracy in the US – religion, speech, the press, assembly and the right to petition the government – are at risk of being undermined at present by the country’s Executive President. However, the latter is being legally challenged on this score by some sections of the US media and the citizenry of the country could take heart from this notable defense of media freedom.

In fact this is good news for the world of democracy. The push back is coming from organizations such as CNN, ABC, CBS, Fox, NBC who constitute the nucleus as it were of the US media and their solidarity no less than their resourcefulness calls for commendation.

Following a recent White House decision to suspend CNN from what was referred to as ‘participation in presidential pool coverages’, the other media organizations mentioned refused to replace it in the pool. Their position was that the public had a right to receive ‘accurate and independent information about the government.’

Earlier, the White House decided to bar MS NOW and Politico from entering its premises following the restrictions imposed on CNN. The organizations were accused of publishing “FAKE NEWS’ , ‘Fiction’ and ‘lies’ in respect of the administration. These organizations lost no time in initiating a federal lawsuit accusing the central administration of violating their rights guaranteed by the First Amendment.

However, the latter litigating organizations could now consider themselves as having been vindicated because the federal court hearing their case has ordered the Trump administration to temporarily restore White House press access to journalists from the mentioned media institutions. Notably, the court has declared that the ban is ‘likely unconstitutional’. The case is proceeding.

The mass media of the most vibrant democracies of the West ought to be no strangers to such inspirational acts of solidarity and exemplifications of independence but there are lessons here for the democracies of the South that could stand them in good stead. Minus the right of a people to be informed, the rest of fundamental rights featuring in Southern Bills of Rights and legislation of the kind are bereft of substance and meaning.

It is informed decision-making on the part of a citizenry that makes for democratic vibrancy and on this score many a Southern democracy fails. While Southern publics generally demand of their governments continuous economic well being and substantive material benefits they are not equally desirous of being informed and knowledgeable.

This lacuna in the consciousness of many Southern publics enables their governments ‘to get off the hook’, so to speak and govern, or more often misgovern, their countries with impunity. Among other factors, this species of mass ignorance makes it possible for governments to dismantle democracy and rule in perpetuity.

Accordingly, an educated and constantly informed public is an essential precondition for the flourishing of democracy and independent media are integral to this process. Minus an independent mass media sector that meets the knowledge needs of the people responsibly, democracy is as good as dead.

Needless to say, those sections of the US media that are currently taking the Trump administration to task over its media curbs are acutely aware of the cruciality of these fundamental knowledge requirements.

The hope of democratic opinion worldwide and locally is likely to be that media independence would thrive in the manner in which it is flourishing in the most vibrant and accountable democracies of the West.

Southern countries such as Sri Lanka that lay claim to democratic credentials, but are democracy-deficient in many ways, need to be particularly cognizant of these requirements. The publics of these countries need to go the extra mile to ensure the thriving of an independent but responsible mass media sector.

In fact it is veritably a matter of life and death. It is only an independent media sector that could, while ensuring the existence of an informed public, impress on the latter the need to protect and perpetuate its fundamental rights. In the absence of these campaigns, such publics could be eventually having on their hands governments that boast of ruling in perpetuity.

Taking a leaf from the sections of the US media referred to independent media organizations in Southern states need to act in solidarity as well. They would need to act on the basis of the principle that acts of victimization suffered by members in their fold at the hands of governments, for instance, are in fact inimical acts directed at their collectivity and which call for united remedial action. In short, no independent mass media institution could see itself as ‘an island’.

Besides some general guidance on the importance of media independence and solidarity, the message coming from the US with regard to media praxis is that power must be stood-up to unblinkingly. The mentioned sections of the US media are primarily in a struggle to ward off encroachments on their independence in the areas of policy and practice by the political executive, that is the President.

The latter would ride rough-shod over the media in the absence of robust opposition by the media itself to inimical executive action of this kind.

While media independence needs to be seen as crucial to democratic development, an obligation is cast on the media to ensure that it uses such independence responsibly and constructively.

The worst that could afflict a media sector is for it to fall prey to the clichetic ‘freedom of the wild ass’. In fact recurring irresponsibility on the part of the media could lend credence to the perception that a tightly regulated media is best for a country. It is a short step from this misguided view to the position that political authoritarianism is best for a state. That turn of events would be of course catastrophic for a democracy.

The issues discussed thus far point to the need for a broad discourse among Southern democracies in particular on what is best for them in this connection. Given the risks underscored earlier for Southern countries in particular a broad discussion on the matters at hand, which includes the public, emerges as a must for Sri Lanka. Besides, media solidarity within democratic countries and internationally is a must.

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What lessons can be learned to improve quality of Sri Lanka’s Grade 6 syllabus

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Prime Minister Dr. Harini Amarasuriya

by Prof. M. W. Amarasiri de Silva

Following public controversy over an inappropriate web link found in an English study module, the Sri Lankan government formally deferred the full rollout of the Grade 6 curriculum reforms to January 2027. In the interim, state schools will maintain the existing syllabus, reverting to standard eight-period daily timetables and previous textbooks to ensure uninterrupted instruction. Prime Minister and Minister of Education Dr. Harini Amarasuriya emphasized that this temporary pause allows the Education Ministry to thoroughly review all instructional materials, fix editorial flaws, and conduct scientific impact assessments across pilot schools prior to nation-wide implementation.

To address the oversight, an expert committee evaluated the flawed materials, completed necessary amendments, and finalised discussions to resubmit corrected modules for printing. Beyond revising written texts, the Ministry established a broader preparation roadmap—allocating funds for extensive teacher training programs set to begin mid-year, alongside scheduled informational briefings for parents, teachers, and students. Prime Minister Amarasuriya reaffirmed that none of the valid first-term modules were completely discarded or scrapped, preserving state resources while systematically rebuilding public trust and strengthening quality assurance protocols.

In this respect, this article reviews the current grade 6 syllabus comparing it with similar syllabi of India and the USA, with a view to make recommendations for the upcoming grade 6 syllabus revision.

Architecture of nation’s future

Education is the quiet architecture of a nation’s future. It is the unseen scaffolding upon which generations build their character, their intellect, and their capacity to contribute meaningfully to society. In Sri Lanka, the Grade 6 syllabus occupies a particularly important place in this architecture. It is the bridge between primary learning and the more demanding intellectual terrain of secondary education. It is the moment when children begin to move from learning basic facts to understanding concepts, from memorising information to applying knowledge, and from passive reception to active engagement. Yet, despite its importance, the Grade 6 curriculum in Sri Lanka has long struggled with issues of breadth, depth, relevance, and pedagogy. As global education systems evolve, Sri Lanka must examine what lessons can be learned from international models—particularly India and the United States—to strengthen its own curriculum and prepare students for a rapidly changing world.

The first lesson Sri Lanka can learn is the value of conceptual clarity. India’s NCERT curriculum, especially in Mathematics and Science, is globally respected for its logical progression and conceptual depth. Indian students are introduced early to the idea that mathematics is not merely a set of procedures but a language of reasoning. They learn why a ratio works, not just how to compute one. They understand the structure of an equation, not merely the steps to solve it. In Science, they explore the properties of materials, the structure of plants, and the principles of motion with a clarity that encourages curiosity rather than rote memorisation.

Sri Lanka’s Grade 6 syllabus, while competency-based, often leans heavily toward content coverage. Students are expected to learn many topics, but the time allocated for each is limited, and the teaching culture often emphasizes memorisation over understanding. If Sri Lanka wishes to improve the quality of its syllabus, it must embrace the idea that fewer topics taught well are better than many topics taught superficially. Conceptual mastery builds confidence, and confidence builds lifelong learners.

Lesson from the US

A second lesson comes from the United States, where the curriculum is built around skills rather than content. American students in Grade 6 are expected to read complex texts, analyse arguments, write essays supported by evidence, conduct experiments, and engage in collaborative projects. The emphasis is not on how much they know but on what they can do with what they know. This skills-based approach encourages critical thinking, creativity, and independence—qualities essential for success in the modern world.

Sri Lanka’s syllabus, by contrast, often rewards students for reproducing information rather than interpreting it. The exam culture reinforces this tendency, as students are assessed primarily through written tests that measure recall. To improve the syllabus, Sri Lanka must integrate more opportunities for students to think, question, debate, and create. The classroom should become a space where students learn to solve problems, not just memorize solutions.

Another important lesson comes from the breadth of Sri Lanka’s own curriculum. One of the strengths of the Sri Lankan system is its inclusion of cultural and religious education. Subjects such as Buddhism, Hinduism, Islam, and Christianity provide moral grounding and cultural identity. Art, Music, Drama, and Health contribute to holistic development. These subjects remind students that education is not merely about academic achievement but about becoming a balanced human being. However, breadth without depth can become burdensome. Grade 6 students in Sri Lanka often juggle more than ten subjects, each with its own textbook, competencies, and assessments. This creates pressure not only for students but also for teachers, who must rush through content to meet syllabus requirements. The lesson here is not to reduce cultural subjects but to integrate them more meaningfully. Religious education can be taught through ethical discussions, community projects, and reflective writing. Art and Music can be connected to history, literature, and social studies. Health can be linked to science and physical education. Integration reduces overload while enriching learning.

Another lesson from India

India offers another valuable lesson in the form of standardised textbooks. NCERT books are used across the country, ensuring consistency in quality and content. They are written by subject experts, reviewed rigorously, and updated periodically. Sri Lanka’s textbooks, while generally well-structured, vary in quality and often lag behind modern pedagogical standards. Some are dense, text-heavy, and lacking in visual aids or real-world examples. To improve the syllabus, Sri Lanka must invest in high-quality textbooks that are engaging, accessible, and aligned with contemporary educational research. Textbooks should not merely transmit information; they should inspire curiosity. They should include stories, diagrams, experiments, and activities that make learning enjoyable and meaningful.

The United States provides a lesson in inquiry-based science education. American students conduct experiments, build models, observe natural phenomena, and engage in engineering design challenges. They learn science not as a set of facts but as a process of discovery. Sri Lanka’s science curriculum includes experiments, but many schools lack the resources, laboratory facilities, or teacher training to implement them effectively. Improving the syllabus requires improving the ecosystem around it. Schools need laboratories, equipment, and teacher development programs that empower educators to teach science through inquiry. A syllabus is only as strong as the environment in which it is taught. ***

International models

Another area where Sri Lanka can learn from international models is language education. In India, students often learn three languages—English, Hindi, and Sanskrit or Urdu. This heavy language load has its challenges, but it also produces students with strong linguistic skills. In the United States, English Language Arts emphasises reading complex texts, writing arguments, and analysing literature. Sri Lanka’s English curriculum, while improving, still struggles with uneven implementation across schools. Many students reach secondary school without adequate proficiency in English, limiting their access to global knowledge. To improve the syllabus, Sri Lanka must strengthen English instruction through better teacher training, more reading opportunities, and a shift from grammar-heavy teaching to communication-focused learning. At the same time, Sinhala and Tamil instruction should be modernised to include creative writing, literature appreciation, and critical reading.

Social Studies is another area ripe for improvement. Sri Lanka’s curriculum includes History, Geography, and Civics, but the teaching often emphasises memorization of dates, definitions, and facts. India’s Social Science curriculum, while also content-heavy, provides clearer conceptual frameworks. The United States, however, excels in teaching civics and citizenship. American students learn how governments function, how laws are made, how communities solve problems, and how citizens participate in democracy. Sri Lanka can strengthen its Civics curriculum by incorporating more discussions on governance, rights, responsibilities, and community engagement. Students should learn not only the structure of government but also the values that sustain it—justice, equality, and participation.

One of the most important lessons Sri Lanka can learn is the value of reducing exam pressure. In both India and Sri Lanka, exams dominate the educational landscape. Students are judged primarily by their ability to perform on written tests. The United States, while not free from assessment challenges, uses a wider range of evaluation methods—projects, presentations, portfolios, and continuous assessment. These methods allow students to demonstrate learning in diverse ways. Sri Lanka should consider adopting a more balanced assessment system that values creativity, collaboration, and practical skills alongside academic knowledge.

Technology integration is another area where Sri Lanka can improve. The United States incorporates digital literacy, coding, online research, and digital citizenship into the curriculum. Sri Lanka’s ICT syllabus is well-structured, but implementation varies widely. Many schools lack computers, internet access, or trained ICT teachers. Improving the syllabus requires improving infrastructure. Students must learn to navigate the digital world safely and effectively. They must learn coding not as a luxury but as a basic skill. They must learn to evaluate online information critically, a skill essential in an era of misinformation.

Teacher training

Teacher training is perhaps the most critical lesson of all. A syllabus is only as effective as the teachers who deliver it. India invests heavily in teacher training through national programs, workshops, and online platforms. The United States emphasises professional development, peer collaboration, and instructional coaching. Sri Lanka must strengthen its teacher training programmes, ensuring that educators understand not only what to teach but how to teach it. Teachers should be trained in inquiry-based learning, differentiated instruction, formative assessment, and classroom management. They should be empowered to adapt the syllabus to the needs of their students rather than follow it mechanically.

Sri Lanka must learn the lesson of relevance. A syllabus must prepare students not only for exams but for life. It must teach them how to think, how to communicate, how to solve problems, and how to work with others. It must prepare them for a world where knowledge is abundant, but wisdom is scarce. It must help them navigate a future shaped by technology, globalisation, environmental challenges, and social change. To improve the syllabus, Sri Lanka must ask: What kind of citizens do we want to produce? What kind of thinkers? What kind of leaders? The answers to these questions should shape the curriculum.

Lastly, improving the quality of Sri Lanka’s Grade 6 syllabus requires learning from both international models and local strengths. From India, Sri Lanka can learn the value of conceptual clarity and standardised textbooks. From the United States, it can learn the importance of skills, inquiry, and creativity. From its own traditions, it can preserve cultural education, moral development, and holistic learning. The goal is not to copy another country’s system but to build a uniquely Sri Lankan curriculum that is modern, relevant, and empowering. A curriculum that honours the past while preparing students for the future. A curriculum that nurtures thinkers, creators, and compassionate citizens. A curriculum worthy of a nation with immense potential and a proud educational heritage. If Sri Lanka embraces these lessons, the Grade 6 syllabus can become not just a bridge to secondary education but a foundation for national progress.

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Three magical nights at Colombo Fashion Week

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Melloney Dassanayaka is certainly a familiar name here, and abroad, as well, having represented Sri Lanka at the Miss Universe 2024 pageant, held in Mexico.

A former National Basketball player, she is also involved in several projects, beneficial to the community, including financial literacy for single women-headed families in the country.

A banker by profession, Melloney hold a Bachelor’s Degree in Business Administration.

Melloney with Asanka de Mel of Lovi Sri Lanka

This extremely talented old girl of Holy Family Convent, Bambalapitiya, was in the limelight, once more, when she was seen on the ramp at Colombo Fashion Week.

It was her very first experience, at this prestigious event, and she loved every minute of it, she said, and, what’s more, she was featured on three consecutive days.

According to the itinerary, on day 01 she walked for Lovi Sri Lanka; day 02 Rizwan Beyg (Pakistan designer), Arsath Furkhan (Indian designer), Haoyi Yan (Chinese designer) and Samant Chauhan (Indian designer); and on day 03 Vaishali Shandangule (Indian designer).

In today’s edition of The Island SceneAround, we spotlight Melloney, on the ramp, at Colombo Fashion Week.

Melloney will also participate at Miss Grand All Stars to be held later in the year, in Thailand, as Miss Universe Sri Lanka 2024.

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