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Walk In Their Shoes
Tips On Dealing With Staff In The Dominican Republic
by Ginnie Bedggood
January 2006

Most new residents in the Dominican Republic, certainly the retiree population, will have weekly if not daily contact with a maid (cleaning lady) and gardener, so I'll start there and come on to other contractors and employees later. We have had the most marvellous cleaning lady for the past 10 years; she is now part of our family. But unfortunately, illness has put her on long term sick leave, although, of course her job is always here when she recovers sufficiently. So, I have had to find a new cleaning lady and thus am reminded of some of the issues. Boy, am I reminded! I have been spoiled for 10 years - when you get a treasure, since not everyone is, cherish her.

And walk in her or his shoes for a better understanding of what to these people are ordinary life challenges, yet to you and I would be insurmountable problems.

Time keeping, as in punctuality, is not a Dominican Republic speciality. This goes along with the 'mañana syndrome' which I wrote about in a previous article. 9 am usually means before 11 am. Usually.

Our marvellous lady was normally pretty punctual inside a 30 minute framework. One day she was much later and unfortunately this coincided with a day when I had a timed appointment which I had to get to. I was new here then..........one doesn't have to get to anything and if you do and you are on time, chances are the other person probably won't be there. So when our treasure arrived very late, which meant I had to revamp all my plans, I was ready to show disapproval.

I'm glad I didn't. Overnight, heavy rains meant the river near her home burst its banks, her whole house was flooded, water to knee level, mud everywhere, furniture ruined.........yet she still turned up for work. 

She apologised for being late and said she had needed to rescue a few bits and pieces which were salvageable. Of course, we gave her some of our furniture and cleaning of our house went by the board that day whilst we pitched in to help with her problems. But can you imagine how dreadful I would have felt if I had superimposed my need to disapprove of her tardiness? So, first tip is listen.

Back to the new lady. Very pleasant, very honest, very willing and at times what appears to be very clueless. Remember those words 'appears to be'. One day we had a power outtage, these are common here and you compensate by having an inverter or a generator, or both.

Our water heater is not connected to the inverter because it would use up too much juice which is needed for more important things like lights and ceiling fans.

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Thus we had no hot water for washing up so I asked her to heat up some water in a saucepan on the cooker. Fifteen minutes later, the water is boiling merrily, she had done the washing up and the level of water in the saucepan did not appear to be much lower. I felt the washing up water in the sink and it was cold. My fault. I had explained the power was off, the water heater not working, the need to heat up water on the cooker. Where did I go wrong? I did not tell her to pour some of the heated up water into the sink to heat up the washing up water. Surely, you might think, she could work that out for herself?

Well..........no. She lives in a house with no water heater, so she never uses hot water other than for coffee. If you have never used it for washing up, you wouldn't know that you were supposed to. A bit like people brought up with electricity. As a child you watch your parents throw a light switch and that is how the room lights up. But should you move to an area with no electricity you would probably need to be shown how to light a gas mantle or an oil lamp. Here in the Dominican Republic only middle class homes and above have water heaters. Homes in barrios do not. The people make up for no hot water by using more washing up liquid to get rid of grease and grime.

This of course means using more water for rinsing to get rid of all the froth, and in a country which has a chronic drought, it is not very sensible in the bigger picture, but that is what they do.

So, if you want your cleaning lady to do something, spell out exactly how you want it done and in which order. The 'common sense' order, i.e. dust and sweep before you mop the floor, doesn't run here! The problem for the new resident is that you feel you are being condescending in spelling out detail which you take for granted. Just remember it is the culture you come from which takes this for granted, not necessarily the rest of the world. There is no need to feel that you are treating someone like an idiot. It is perfectly possible to spell out tasks without 'attitude'. It is the 'attitude' which will make someone view you as an imperialist oppressor, not the unemotive, factual description of the job to be done.

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You could follow the 'wonders of modern science' routine. 'Do you know if you use hot water for washing up it is less expensive because it means using less washing up liquid and it cuts back on germs, so fewer visits to the doctor? Isn't that great? The things they'll think of next..........'  Keep it light. Of course, you'll need some Spanish to do that. Forget the 'she ought to know this' stuff. Why should she and how can she if it has never been part of her experience?

Dominicans, however, will make allowances for things which they believe are not part of the foreigners' experience. In our first week here I came across all sorts of fruit and vegetables which I had never seen before and in those days I only had rudimentary Spanish with which to ask questions. The green pear shaped things turned out to be a vegetable - called chayote in North America, tayota here in the Dominican Republic and nothing at all in UK where I came from since we did not have them. I asked the lady in the colmado, corner store, which also doubles as a bar, social centre, political hustings arena and community centre, what they were. She told me and told me how to cook them. Next day she had carrots (zanahoria here). I smiled, at last I was on familiar territory. But before I could buy them the same good lady told me about washing, peeling and boiling because in her perception as a gringa I probably only knew how to use a microwave or cook frozen vegetables. And I listened because the next day she may have had the tayota's first cousin or some other weird and wonderful veg. (to me) and I would be back to ignorance again.The Dominicans' other perception of the foreigner is of someone who lives in an all mod. cons. world and by and large that is true. If you really want to impress here, wash your sheets by hand! 

When we first arrived lawn mowers were virtually unheard of. One day I started to cut the grass in our rented abode using garden shears and got quite an audience! I was almost tempted to burst into song. When my husband came home from work we tried to analyse why I should get such interest. It wasn't that I was a woman because women do most of the heavy domestic work here. Finally, he hit upon it. I was using a high tech. lawn cutting device, garden shears. The locals you see, are monobladed. They use machetes. That was thirteen years ago - now we have a lawn mower (and a gardener!).

Gaining an understanding of how the public education system works in the Dominican Republic is illuminating, since it explains why the foreigner's concept of 'common sense' differs from the average Dominicans. In common with other developing countries where school supplies like notebooks and pens are costly compared to the average wage and thus not possessed by all, oral educational methods are used in many schools. Thus from an early age children are encouraged to repeat, parrot fashion, what the teacher is saying. This does not mean that they understand what the teacher is saying, merely that they are able to repeat it, so, yes, Dominicans have a very good 'ear'. This means they can mimic or imitate perfectly - just listen to a Dominican's rendition of your first faltering steps in Spanish! They have your accent and intonation to a T. Of course they are much too polite to do this in front of you, but you can, on occasion, pick up a reported conversation with someone else.

Back to the classroom example - if you have years of repeating what someone else says, the one thing you have not done is to develop your own problem solving skills. In adult life, this translates into a lack of ability to diagnose a problem. The most obvious example of this is taking your car to the mechanic in the Dominican Republic. Foreign residents would be well advised to have a stab at diagnosing their own mechanical or electrical problem and imparting this information to the mechanic. Otherwise, he will fall back on his last known experience. The car someone brought him yesterday did not start because something was wrong with the plugs. Ergo, your car must need new plugs, too. If you don't believe me, hang out at a mechanic's for an hour and watch!

This can lead to a lot of misunderstandings between the new foreign resident who thinks, for example, that they have an alternator problem, and the mechanic, who appears to check everything but the alternator. The solution is not to be shy, tell the mechanic your diagnosis and see where it goes from there. Of course, there are some excellent mechanics here in the DR; the trick is finding them. Always take a recommendation from someone you trust and who is themselves a car owner! Our mechanic used to work on Mustangs in Texas at one time, actually building them; he is a cut above the norm. And it took us about 6 years to find him. I have a 1988 Mitsubishi Montero Jeep and he rebuilt the entire chassis so that it is now solid as a tank (prior to this the chassis was rust held together with airholes, the effect of salt in the air). Why do I drive such an ancient vehicle? Well, if it gets scraped by the many motoconchos I am not about to get hysterical. Driving is an art form here, but perhaps that should be the subject of another article? In any event, I would not recommend purchasing a brand new vehicle that you are going to watch over like a mother hen and cluck every time you get a scratch, because, trust me, you'll be doing a lot of clucking. Again, if you find a treasure of a mechanic, cherish him.

Electricians in the Dominican Republic are.........well, variable, is I suppose, a printable term. When we were very new here, my husband employed the hotel electrician where he (my husband) worked as Guest Services Manager. In those days we operated on the notion that the electrician of a large tourist hotel would know what they were about. We are wiser now! At that time we needed a ceiling fan fitted where a light bulb had been. The hotel electrician jumped onto our pine table without removing his heavy hobnail boots, to examine the 'job', then when he was up there asked me for a knife. I asked why and he said it was to unscrew the fitting, so I gave him a screwdriver. He nearly fell off the table when my husband returned and presented him with a ratchet screwdriver (plus a lesson in how to use it). Nowadays, I would do it all very differently. I would put a small step ladder in place, move the table out of the way and have an array of tools ready. Most crafstmen now have some of their own tools, but yours will probably be in a better condition and of a wider selection. Hotel staff of course, use hotel tools and are not allowed to take them off site. Operate on the principle of 'damage control' in these matters and you won't go far wrong.

Sometimes you will find the person before you did not use the maxim 'damage control'. We bought a 100 year old wooden gingerbread house in Puerto Plata centre 9 years ago. When we employed an electrician to check out the wiring he discovered the ceiling fans were connected via telephone cable (in a wooden house!). The previous owner was indeed fortunate that she did not meet her maker sooner than intended through fire. Of course she may have been totally unaware about the telephone cable. We are still in touch and she is very much alive and well and living in Vero Beach, so I must enquire sometime whether she spent all those years in the wooden house in blissful ignorance. The moral of the story is, if you buy or rent a Dominican style house, or even a 'gringo' one, CHECK all the wiring. We have, since then, built our own house, also in Puerto Plata, and of course we used an electrician. Well actually two. We terminated the employment of the first one, since our survival depended on him getting it right, and unfortunately he set himself low standards which he was consistently unable to maintain. But........this article is long enough, so I will cover house building in a future 'tale from the unknown' should anyone be interested.

I will be the first to admit that there are frustrations in handling staff in the Dominican Republic. Not there 'may be' - there are - sooner or later new residents will encounter the issue. As always, the secret is in how you handle it. Charm, poise and understanding go a long way. Confrontational anger will get you absolutely nada. If you have excess anger to burn off divert it to a long swim in the warm sea under a beautiful blue sky or a cycle ride into the foothills of the mountains or a gallop on horseback along a deserted beach.

Or walk a mile in the other guy's shoes............hobnail boots and all.

The following is Ginnie's first article for the magazine:

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