Sharjah Ruler to employees: “Empathy needed when enforcing law”

During a telephone interview on the "Direct Line" program, which is broadcast on Sharjah Radio and Television and hosted by Dr. Mohammed Hassan Khalaf, His Highness, addressed the importance of providing a platform for individuals facing challenges to voice their concerns. His Highness raised questions about the willingness of employees to integrate compassion into their work practices. His Highness encouraged employees to consider advocating for customers' needs by communicating with higher authorities, suggesting that such actions could be beneficial. His Highness also referenced a hadith from the Prophet Muhammad, emphasizing that those who guide others toward good deeds may receive rewards akin to those who perform those deeds directly.

There is a "law," there is also "spirit of the law"

His Highness emphasized the importance of compassion in customer service, stating: “We want to send a clear message to all employees in Sharjah: when a customer approaches you with an issue that seems insurmountable, do not hesitate to reach out to your manager for assistance. Let them or the government handle it. We aim to avoid being harsh or complicating the problems that can often be resolved with just a few kind words. We urge our employees to keep ‘mercy’ at the forefront of their minds before speaking, understanding that alongside the ‘law,’ there exists the ‘spirit of the law.’ They should bring to our attention any challenging matters, ensuring their conscience is clear before God, and then trust us to take the necessary steps to resolve them, allowing us to commit ourselves before God to finding a solution.”

His Highness the Ruler of Sharjah, concluded his remarks by stating, “We closely monitor the challenges faced by our people and actively seek to resolve them through various means. Our 'Mabarrah' program is specifically designed to tackle citizens' issues while ensuring their privacy is safeguarded. Some difficulties, particularly those related to family matters, require discretion, as exposing them can invite interference from those with ill intentions and may worsen the situation. In addition to 'Mabarrah', we address concerns through our 'Direct Line' program, the courts, and all relevant government agencies. We utilize every resource at our disposal—whether through financial support, mediation, or guidance. I often engage directly with individuals, speaking to them by phone or meeting them face-to-face to offer advice on how to navigate their troubles. Just two days ago, I was reviewing cases in the courts when I came across one involving a citizen and his mother. I urged them to halt the proceedings and refrain from positioning family against one another in court. I requested that the son come to see me. During our meeting, I asked him why he had taken that route. After a stern but compassionate reprimand, he broke down in tears, pleading for forgiveness and promising to follow my guidance. I encouraged him to consider his mother’s wishes and to go to her, kiss her feet, and ask for her pardon. I assured him that I would follow up with her to ensure she was content with his actions. Ultimately, we pray for happiness, goodness, and success for everyone.”