[Script Info]
Title: 
[Events]
Format: Layer, Start, End, Style, Name, MarginL, MarginR, MarginV, Effect, Text
Dialogue: 0,0:00:19.20,0:00:22.56,Default,,0000,0000,0000,,On the 26th of November 2008,
Dialogue: 0,0:00:22.56,0:00:23.99,Default,,0000,0000,0000,,as you just heard,
Dialogue: 0,0:00:24.78,0:00:29.97,Default,,0000,0000,0000,,a group of 10 terrorists\Nattacked the city of Mumbai -
Dialogue: 0,0:00:29.97,0:00:32.35,Default,,0000,0000,0000,,what used to be called Bombay -
Dialogue: 0,0:00:32.35,0:00:33.52,Default,,0000,0000,0000,,in India.
Dialogue: 0,0:00:34.32,0:00:39.02,Default,,0000,0000,0000,,They broke up into teams to attack\Nabout a dozen different locations.
Dialogue: 0,0:00:39.60,0:00:44.11,Default,,0000,0000,0000,,One of those locations\Nwas the iconic, beautiful,
Dialogue: 0,0:00:44.11,0:00:49.32,Default,,0000,0000,0000,,103-year-old Taj Mahal Palace Hotel
Dialogue: 0,0:00:49.32,0:00:50.88,Default,,0000,0000,0000,,in South Bombay.
Dialogue: 0,0:00:52.20,0:00:56.72,Default,,0000,0000,0000,,For three nights, two days,
Dialogue: 0,0:00:56.72,0:01:01.74,Default,,0000,0000,0000,,there was absolute havoc in that hotel.
Dialogue: 0,0:01:02.89,0:01:07.34,Default,,0000,0000,0000,,Guests were terrorized;\Npeople wounded, shot, and killed.
Dialogue: 0,0:01:08.66,0:01:12.61,Default,,0000,0000,0000,,This group of terrorists\Nwith automatic weapons,
Dialogue: 0,0:01:13.53,0:01:16.95,Default,,0000,0000,0000,,plastic explosives,\Nand grenades in backpacks
Dialogue: 0,0:01:17.12,0:01:20.00,Default,,0000,0000,0000,,roamed freely through this old hotel.
Dialogue: 0,0:01:20.48,0:01:23.14,Default,,0000,0000,0000,,Many of us, many of you,
Dialogue: 0,0:01:23.14,0:01:28.76,Default,,0000,0000,0000,,witnessed or saw some of that coverage\Non television at home.
Dialogue: 0,0:01:29.13,0:01:31.59,Default,,0000,0000,0000,,Let's take a closer look.
Dialogue: 0,0:01:32.46,0:01:34.13,Default,,0000,0000,0000,,(Video) (Music)
Dialogue: 0,0:01:34.13,0:01:37.72,Default,,0000,0000,0000,,Narrator: The evening\Nof November 26, 2008,
Dialogue: 0,0:01:37.72,0:01:41.08,Default,,0000,0000,0000,,was a typical busy Wednesday for the Taj.
Dialogue: 0,0:01:41.08,0:01:44.50,Default,,0000,0000,0000,,More than 500 guests\Nwere registered at the hotel.
Dialogue: 0,0:01:44.50,0:01:48.66,Default,,0000,0000,0000,,Another 500 to 600 were attending\Nfunctions in banquet halls
Dialogue: 0,0:01:48.66,0:01:52.26,Default,,0000,0000,0000,,or sitting down to dinner\Nin the hotel's 10 restaurants.
Dialogue: 0,0:01:52.26,0:01:53.59,Default,,0000,0000,0000,,(Explosion)
Dialogue: 0,0:01:57.09,0:01:58.60,Default,,0000,0000,0000,,(Explosion)
Dialogue: 0,0:01:59.49,0:02:05.54,Default,,0000,0000,0000,,Shortly after 9:00 PM, an explosion rocked\Nthe Leopold Cafe just around the corner,
Dialogue: 0,0:02:05.54,0:02:07.70,Default,,0000,0000,0000,,less than 200 meters from the Taj.
Dialogue: 0,0:02:07.70,0:02:08.70,Default,,0000,0000,0000,,(Siren)
Dialogue: 0,0:02:08.70,0:02:09.70,Default,,0000,0000,0000,,(Gunshots)
Dialogue: 0,0:02:09.70,0:02:11.70,Default,,0000,0000,0000,,Two young men pulled out automatic weapons
Dialogue: 0,0:02:11.70,0:02:12.70,Default,,0000,0000,0000,,and began firing.
Dialogue: 0,0:02:12.70,0:02:13.71,Default,,0000,0000,0000,,(Gunshots)
Dialogue: 0,0:02:13.71,0:02:15.43,Default,,0000,0000,0000,,Crowds at the Gateway of India
Dialogue: 0,0:02:15.43,0:02:18.01,Default,,0000,0000,0000,,and along the street\Nin front of the Taj panicked,
Dialogue: 0,0:02:18.01,0:02:20.29,Default,,0000,0000,0000,,many rushing the doors of the hotel.
Dialogue: 0,0:02:20.77,0:02:22.66,Default,,0000,0000,0000,,In the ensuing chaos,
Dialogue: 0,0:02:22.66,0:02:26.84,Default,,0000,0000,0000,,two heavily armed terrorists\Ncircumvented the metal detectors
Dialogue: 0,0:02:26.84,0:02:28.07,Default,,0000,0000,0000,,and entered the lobby.
Dialogue: 0,0:02:28.07,0:02:29.32,Default,,0000,0000,0000,,(Ominous music)
Dialogue: 0,0:02:29.32,0:02:32.51,Default,,0000,0000,0000,,They were soon joined\Nby the two attackers from the Leopold,
Dialogue: 0,0:02:32.51,0:02:34.40,Default,,0000,0000,0000,,who broke through a back door.
Dialogue: 0,0:02:35.42,0:02:38.53,Default,,0000,0000,0000,,Hemant Oberoi: 9:35 or 9:40\Nwas the first call I got
Dialogue: 0,0:02:38.53,0:02:40.00,Default,,0000,0000,0000,,from one of my chefs.
Dialogue: 0,0:02:41.46,0:02:44.00,Default,,0000,0000,0000,,And he thinks some shooting\Nis taking place:
Dialogue: 0,0:02:44.09,0:02:47.47,Default,,0000,0000,0000,,"A person has been shot dead\Noutside my restaurant."
Dialogue: 0,0:02:47.47,0:02:50.55,Default,,0000,0000,0000,,Then we heard another gunshot,\Nand I told him on the phone only -
Dialogue: 0,0:02:50.55,0:02:54.42,Default,,0000,0000,0000,,I said, "Just close all the kitchens,\Nall the restaurant doors."
Dialogue: 0,0:02:54.90,0:02:56.86,Default,,0000,0000,0000,,Man 1: They were banging the doors.
Dialogue: 0,0:02:56.86,0:03:00.01,Default,,0000,0000,0000,,They were alerting everyone:\N"Come out; otherwise we'll shoot you."
Dialogue: 0,0:03:00.01,0:03:03.35,Default,,0000,0000,0000,,There were a few guests who,\Nyou know, they were scared,
Dialogue: 0,0:03:03.35,0:03:05.82,Default,,0000,0000,0000,,and they came out\Nby putting their hands up.
Dialogue: 0,0:03:05.82,0:03:08.59,Default,,0000,0000,0000,,And they started hitting them;\Nthey started harassing them.
Dialogue: 0,0:03:08.59,0:03:10.26,Default,,0000,0000,0000,,It was horrible.
Dialogue: 0,0:03:10.26,0:03:11.26,Default,,0000,0000,0000,,(Fire crackles)
Dialogue: 0,0:03:11.26,0:03:12.26,Default,,0000,0000,0000,,(Shouting)
Dialogue: 0,0:03:12.26,0:03:15.25,Default,,0000,0000,0000,,Man 2: The situation,\Nthe entire scenario, was very scary.
Dialogue: 0,0:03:16.61,0:03:18.43,Default,,0000,0000,0000,,We couldn't judge at that time,
Dialogue: 0,0:03:18.43,0:03:21.29,Default,,0000,0000,0000,,OK, what is exactly\Nhappening in the hotel.
Dialogue: 0,0:03:22.44,0:03:24.69,Default,,0000,0000,0000,,Man 3: It was a literally war situation.
Dialogue: 0,0:03:24.69,0:03:27.54,Default,,0000,0000,0000,,You could hear grenades lobbing around\Nand the gunshots also.
Dialogue: 0,0:03:27.54,0:03:30.40,Default,,0000,0000,0000,,Karambir Singh Kang:\NWe did not know the scale of the attack.
Dialogue: 0,0:03:30.40,0:03:32.82,Default,,0000,0000,0000,,We did not know\Nwhat exactly was going on,
Dialogue: 0,0:03:32.82,0:03:35.28,Default,,0000,0000,0000,,where they were at that moment.
Dialogue: 0,0:03:35.28,0:03:36.65,Default,,0000,0000,0000,,And there was total chaos.
Dialogue: 0,0:03:36.65,0:03:39.100,Default,,0000,0000,0000,,My colleagues were trapped with guests\Nin various places, asking me,
Dialogue: 0,0:03:39.100,0:03:42.04,Default,,0000,0000,0000,,"What should we do next?"
Dialogue: 0,0:03:42.04,0:03:43.62,Default,,0000,0000,0000,,(Shouting)
Dialogue: 0,0:03:43.62,0:03:45.40,Default,,0000,0000,0000,,(Music ends)
Dialogue: 0,0:03:45.68,0:03:50.07,Default,,0000,0000,0000,,(On stage) Rohit Deshpandé: So picture\Nwhat's happening inside that hotel.
Dialogue: 0,0:03:51.15,0:03:56.49,Default,,0000,0000,0000,,There are 500 guests\Nwho are registered at that hotel
Dialogue: 0,0:03:56.49,0:03:59.66,Default,,0000,0000,0000,,this night of 26th November.
Dialogue: 0,0:03:59.66,0:04:04.35,Default,,0000,0000,0000,,There are an additional 600 or so guests
Dialogue: 0,0:04:04.35,0:04:09.46,Default,,0000,0000,0000,,who are in various restaurants,\Nattending various banquets and functions.
Dialogue: 0,0:04:10.35,0:04:17.34,Default,,0000,0000,0000,,There are about 600 or so\Nstaff members on duty that night -
Dialogue: 0,0:04:18.64,0:04:20.76,Default,,0000,0000,0000,,young people, many of them very young:
Dialogue: 0,0:04:21.14,0:04:23.17,Default,,0000,0000,0000,,20, 30-year-olds.
Dialogue: 0,0:04:23.17,0:04:25.27,Default,,0000,0000,0000,,Some of them had -
Dialogue: 0,0:04:25.27,0:04:29.33,Default,,0000,0000,0000,,these staff members had only been working\Nfor a few years at this hotel.
Dialogue: 0,0:04:30.33,0:04:33.58,Default,,0000,0000,0000,,Many of them fathers and mothers,
Dialogue: 0,0:04:34.94,0:04:41.02,Default,,0000,0000,0000,,the sole breadwinners in their families,\Nwith children at home waiting for them.
Dialogue: 0,0:04:41.98,0:04:42.97,Default,,0000,0000,0000,,One of the things -
Dialogue: 0,0:04:42.97,0:04:45.100,Default,,0000,0000,0000,,we don't know a lot about the detail\Nabout what happened there,
Dialogue: 0,0:04:45.100,0:04:47.90,Default,,0000,0000,0000,,but one of the things we do know
Dialogue: 0,0:04:47.90,0:04:53.20,Default,,0000,0000,0000,,is that all 600 of these employees\Nknew all the back routes.
Dialogue: 0,0:04:53.20,0:04:56.30,Default,,0000,0000,0000,,They knew the exits,\Nthey knew the entrances,
Dialogue: 0,0:04:56.30,0:04:59.50,Default,,0000,0000,0000,,they knew the hallways,\Nthe kitchen galleys.
Dialogue: 0,0:04:59.50,0:05:03.44,Default,,0000,0000,0000,,In other words, they knew how to get out\Nand how to get out fast.
Dialogue: 0,0:05:04.23,0:05:06.78,Default,,0000,0000,0000,,All the research we have\Nin psychology would tell us
Dialogue: 0,0:05:06.78,0:05:12.54,Default,,0000,0000,0000,,that the natural human instinct\Nat a time of terror like this
Dialogue: 0,0:05:12.54,0:05:13.69,Default,,0000,0000,0000,,is to flee.
Dialogue: 0,0:05:15.72,0:05:18.83,Default,,0000,0000,0000,,So think about it ... what you would do.
Dialogue: 0,0:05:20.48,0:05:26.91,Default,,0000,0000,0000,,So when I teach this case study\Nat Harvard, I ask my students -
Dialogue: 0,0:05:26.91,0:05:30.21,Default,,0000,0000,0000,,I say, "How many of these employees\Ndo you think fled,
Dialogue: 0,0:05:30.21,0:05:33.70,Default,,0000,0000,0000,,and how many of them do you think stayed?"
Dialogue: 0,0:05:33.70,0:05:35.14,Default,,0000,0000,0000,,And they would hazard guesses,
Dialogue: 0,0:05:35.14,0:05:41.76,Default,,0000,0000,0000,,and the maximum they say that would stay\Nwould be maybe a quarter -
Dialogue: 0,0:05:41.76,0:05:43.51,Default,,0000,0000,0000,,150 or so.
Dialogue: 0,0:05:44.22,0:05:46.83,Default,,0000,0000,0000,,You know, but that's the maximum.
Dialogue: 0,0:05:46.83,0:05:48.82,Default,,0000,0000,0000,,Everybody who can run away will run away.
Dialogue: 0,0:05:49.44,0:05:53.38,Default,,0000,0000,0000,,Well, the truth of the matter\Nis that nobody ran away.
Dialogue: 0,0:05:53.38,0:05:54.78,Default,,0000,0000,0000,,They all stayed.
Dialogue: 0,0:05:55.38,0:05:57.54,Default,,0000,0000,0000,,In fact, some of them not only stayed,
Dialogue: 0,0:05:57.54,0:06:01.35,Default,,0000,0000,0000,,they helped guests out\Nand came back in to help more guests.
Dialogue: 0,0:06:02.61,0:06:04.56,Default,,0000,0000,0000,,It's an amazing story.
Dialogue: 0,0:06:05.22,0:06:07.82,Default,,0000,0000,0000,,These are some of their stories.
Dialogue: 0,0:06:09.21,0:06:11.41,Default,,0000,0000,0000,,(Video) (Music)
Dialogue: 0,0:06:11.41,0:06:12.62,Default,,0000,0000,0000,,[Footage courtesy NDTV]
Dialogue: 0,0:06:12.62,0:06:16.100,Default,,0000,0000,0000,,Narrator: The staff of the Taj\Nstayed on duty throughout the siege,
Dialogue: 0,0:06:16.100,0:06:20.68,Default,,0000,0000,0000,,calming frightened guests\Nand assisting in their rescue.
Dialogue: 0,0:06:20.68,0:06:25.01,Default,,0000,0000,0000,,Many even came back inside\Nafter leading guests out of the building.
Dialogue: 0,0:06:26.33,0:06:29.57,Default,,0000,0000,0000,,Members of the hotel's team\Nof telephone operators,
Dialogue: 0,0:06:29.57,0:06:31.49,Default,,0000,0000,0000,,originally evacuated,
Dialogue: 0,0:06:31.49,0:06:36.38,Default,,0000,0000,0000,,voluntarily returned to their stations\Nand stayed on all night.
Dialogue: 0,0:06:36.38,0:06:40.30,Default,,0000,0000,0000,,Man 4: They became the hub\Nof communication at that point.
Dialogue: 0,0:06:40.30,0:06:43.04,Default,,0000,0000,0000,,They were the ones\Ncalling every single guest room,
Dialogue: 0,0:06:43.04,0:06:44.22,Default,,0000,0000,0000,,talking to the guests,
Dialogue: 0,0:06:44.22,0:06:47.99,Default,,0000,0000,0000,,and telling them to stay in,\Ndon't step out, lock your door.
Dialogue: 0,0:06:48.50,0:06:50.80,Default,,0000,0000,0000,,Narrator: As the terrorists\Nroamed the halls,
Dialogue: 0,0:06:50.80,0:06:55.18,Default,,0000,0000,0000,,telephone operators instructed\Ntrapped guests to pull their key cards
Dialogue: 0,0:06:55.18,0:07:00.12,Default,,0000,0000,0000,,to turn off the illuminated "Occupied"\Nbutton in the hallway outside their doors.
Dialogue: 0,0:07:00.12,0:07:02.44,Default,,0000,0000,0000,,Man 5: The attack started\Nat 9:30 in the evening.
Dialogue: 0,0:07:02.44,0:07:05.11,Default,,0000,0000,0000,,Till four o'clock,\Nthey were answering guest calls.
Dialogue: 0,0:07:05.11,0:07:08.29,Default,,0000,0000,0000,,I think that speaks a lot\Nfor a hotel under attack.
Dialogue: 0,0:07:08.72,0:07:10.95,Default,,0000,0000,0000,,Narrator: Among the guests\Nat the Taj that night
Dialogue: 0,0:07:10.95,0:07:14.83,Default,,0000,0000,0000,,were members of the global board\Nof directors and senior management team
Dialogue: 0,0:07:14.83,0:07:16.22,Default,,0000,0000,0000,,of Unilever,
Dialogue: 0,0:07:16.22,0:07:21.35,Default,,0000,0000,0000,,who had gathered along with their spouses\Nto honor incoming and outgoing CEOs.
Dialogue: 0,0:07:21.35,0:07:26.06,Default,,0000,0000,0000,,Leena Nair: So we had this really\Nelaborate seven-course meal,
Dialogue: 0,0:07:26.06,0:07:28.12,Default,,0000,0000,0000,,and that was sort of\Nthe setting, the mood.
Dialogue: 0,0:07:28.12,0:07:30.08,Default,,0000,0000,0000,,There was warmth, there was laughter,
Dialogue: 0,0:07:30.08,0:07:33.86,Default,,0000,0000,0000,,there was a perfect setting\Nfor a nostalgic farewell,
Dialogue: 0,0:07:33.86,0:07:36.85,Default,,0000,0000,0000,,and a perfect setting for a nice welcome.
Dialogue: 0,0:07:36.85,0:07:40.44,Default,,0000,0000,0000,,And I heard what seemed to me,\Nwhich is an untrained ear,
Dialogue: 0,0:07:40.44,0:07:42.52,Default,,0000,0000,0000,,like firecrackers in the hotel.
Dialogue: 0,0:07:43.52,0:07:47.54,Default,,0000,0000,0000,,Mallika Jagad: We started getting\Nthese text messages and phone calls.
Dialogue: 0,0:07:47.54,0:07:49.52,Default,,0000,0000,0000,,There were some gunmen on the loose.
Dialogue: 0,0:07:49.52,0:07:55.86,Default,,0000,0000,0000,,The only logical thing to do\Nwas to close the doors and just stay put.
Dialogue: 0,0:07:56.21,0:07:58.51,Default,,0000,0000,0000,,LN: Mallika came to us and said,
Dialogue: 0,0:07:58.51,0:08:01.46,Default,,0000,0000,0000,,"We think there's a problem;\Nwe're not sure what exactly it is.
Dialogue: 0,0:08:01.46,0:08:06.67,Default,,0000,0000,0000,,But I'd request all of you\Nto be on the ground right now."
Dialogue: 0,0:08:06.67,0:08:11.10,Default,,0000,0000,0000,,The level of calm and composure\Nthat the staff displayed was amazing,
Dialogue: 0,0:08:11.10,0:08:12.44,Default,,0000,0000,0000,,was absolutely amazing,
Dialogue: 0,0:08:12.44,0:08:15.20,Default,,0000,0000,0000,,because they had the presence\Nof mind to advise us, saying,
Dialogue: 0,0:08:15.20,0:08:16.44,Default,,0000,0000,0000,,"Couples, please separate.
Dialogue: 0,0:08:16.44,0:08:19.82,Default,,0000,0000,0000,,Don't stay at the same place;\Njust be in different corners of the room."
Dialogue: 0,0:08:19.82,0:08:23.22,Default,,0000,0000,0000,,MJ: 65 lives were at stake,\Nso can't take a chance.
Dialogue: 0,0:08:23.83,0:08:27.08,Default,,0000,0000,0000,,So obviously, we were in touch\Nwith security all the time and -
Dialogue: 0,0:08:28.60,0:08:30.44,Default,,0000,0000,0000,,had a lot of alcohol in the room.
Dialogue: 0,0:08:31.66,0:08:33.55,Default,,0000,0000,0000,,So that helped a little.
Dialogue: 0,0:08:36.84,0:08:38.46,Default,,0000,0000,0000,,LN: This went on the whole night.
Dialogue: 0,0:08:38.46,0:08:42.34,Default,,0000,0000,0000,,We were on the floor\Nwith our hearts in our mouths,
Dialogue: 0,0:08:42.34,0:08:44.31,Default,,0000,0000,0000,,with debris falling all around us,
Dialogue: 0,0:08:44.31,0:08:48.19,Default,,0000,0000,0000,,the noises of, you know,\Nfirecrackers all around.
Dialogue: 0,0:08:48.19,0:08:51.33,Default,,0000,0000,0000,,And all through,\Nthe staff kept their composure,
Dialogue: 0,0:08:51.33,0:08:52.39,Default,,0000,0000,0000,,kept coming to ask,
Dialogue: 0,0:08:52.39,0:08:54.63,Default,,0000,0000,0000,,"Do you want some water?\NDo you want something?"
Dialogue: 0,0:08:54.78,0:08:56.25,Default,,0000,0000,0000,,MJ: Well, I was scared.
Dialogue: 0,0:08:56.82,0:09:00.07,Default,,0000,0000,0000,,But there was something\Nmore important to be done.
Dialogue: 0,0:09:00.97,0:09:03.30,Default,,0000,0000,0000,,LN: This went on\Ntill 4:00 or 5:00 in the morning,
Dialogue: 0,0:09:03.30,0:09:04.88,Default,,0000,0000,0000,,when the room filled with smoke.
Dialogue: 0,0:09:04.88,0:09:07.68,Default,,0000,0000,0000,,So we had no choice\Nbut to find a way to escape.
Dialogue: 0,0:09:07.68,0:09:10.54,Default,,0000,0000,0000,,MJ: The entire corridor\Noutside the hall was on fire,
Dialogue: 0,0:09:10.54,0:09:12.30,Default,,0000,0000,0000,,so there was no way we could get out.
Dialogue: 0,0:09:12.30,0:09:13.59,Default,,0000,0000,0000,,The fire guys were outside,
Dialogue: 0,0:09:13.59,0:09:15.92,Default,,0000,0000,0000,,and they were dousing the fire\Non the sixth floor,
Dialogue: 0,0:09:16.06,0:09:18.63,Default,,0000,0000,0000,,and we happened to see\NMr. Kang downstairs as well.
Dialogue: 0,0:09:18.68,0:09:21.100,Default,,0000,0000,0000,,So he sort of ushered the fire guys to us.
Dialogue: 0,0:09:22.07,0:09:23.83,Default,,0000,0000,0000,,LN: We sort of climbed onto the ledge
Dialogue: 0,0:09:23.83,0:09:27.88,Default,,0000,0000,0000,,and did some stuff which in today's\Nnormality I wouldn't be able to do.
Dialogue: 0,0:09:27.88,0:09:30.59,Default,,0000,0000,0000,,But we came onto the ledge,\Nclimbed down to the ladders,
Dialogue: 0,0:09:30.59,0:09:32.77,Default,,0000,0000,0000,,which by then the fire brigade\Npeople had come.
Dialogue: 0,0:09:32.77,0:09:35.13,Default,,0000,0000,0000,,The staff insisted\Nthat we would go first -
Dialogue: 0,0:09:35.13,0:09:36.68,Default,,0000,0000,0000,,guests would go first.
Dialogue: 0,0:09:36.68,0:09:39.78,Default,,0000,0000,0000,,And they kept like that\Ntill all of us had come down,
Dialogue: 0,0:09:39.78,0:09:41.22,Default,,0000,0000,0000,,and then they all came down.
Dialogue: 0,0:09:41.42,0:09:44.90,Default,,0000,0000,0000,,MJ: Well, in a way, because I was there,\NI was looking after the function,
Dialogue: 0,0:09:44.90,0:09:46.69,Default,,0000,0000,0000,,I was responsible.
Dialogue: 0,0:09:47.56,0:09:49.61,Default,,0000,0000,0000,,I could have been\Nthe youngest in the room -
Dialogue: 0,0:09:49.61,0:09:52.94,Default,,0000,0000,0000,,and I know at one point in time\NI was the youngest in the room, but ...
Dialogue: 0,0:09:53.60,0:09:55.24,Default,,0000,0000,0000,,I was still doing my job.
Dialogue: 0,0:09:56.19,0:10:00.37,Default,,0000,0000,0000,,Abhijit Mukherji: The easiest thing\Nfor our staff to do at that point in time
Dialogue: 0,0:10:00.46,0:10:04.36,Default,,0000,0000,0000,,was to drop whatever they were doing\Nand run out of the hotel.
Dialogue: 0,0:10:04.95,0:10:06.45,Default,,0000,0000,0000,,Not one did that.
Dialogue: 0,0:10:06.45,0:10:07.48,Default,,0000,0000,0000,,Not one.
Dialogue: 0,0:10:07.48,0:10:09.95,Default,,0000,0000,0000,,Karambir Singh Kang:\NI come from an army background -
Dialogue: 0,0:10:09.95,0:10:11.79,Default,,0000,0000,0000,,not myself but my father -
Dialogue: 0,0:10:11.79,0:10:14.08,Default,,0000,0000,0000,,he retired as a general in the army.
Dialogue: 0,0:10:14.08,0:10:15.48,Default,,0000,0000,0000,,And he often used to say
Dialogue: 0,0:10:15.48,0:10:18.27,Default,,0000,0000,0000,,when I was even appointed here\Nas the general manager -
Dialogue: 0,0:10:18.27,0:10:19.51,Default,,0000,0000,0000,,used to often tell me that
Dialogue: 0,0:10:19.51,0:10:22.02,Default,,0000,0000,0000,,"You are now like\Nthe captain of the ship."
Dialogue: 0,0:10:22.02,0:10:23.82,Default,,0000,0000,0000,,And I think that's the way you think -
Dialogue: 0,0:10:23.82,0:10:30.03,Default,,0000,0000,0000,,that you're the captain of the ship\Nand you have to be the last one to leave.
Dialogue: 0,0:10:30.03,0:10:31.65,Default,,0000,0000,0000,,And if it sinks, you sink with it.
Dialogue: 0,0:10:31.65,0:10:32.65,Default,,0000,0000,0000,,(Singing)
Dialogue: 0,0:10:32.65,0:10:34.13,Default,,0000,0000,0000,,[Several hours into the siege,
Dialogue: 0,0:10:34.13,0:10:36.37,Default,,0000,0000,0000,,General Manager Kang's wife\Nand two young sons
Dialogue: 0,0:10:36.37,0:10:39.37,Default,,0000,0000,0000,,would perish in a fire\Nthat swept through their living quarters
Dialogue: 0,0:10:39.37,0:10:40.76,Default,,0000,0000,0000,,on the hotel's sixth floor.]
Dialogue: 0,0:10:40.76,0:10:44.08,Default,,0000,0000,0000,,[Another tragedy would occur\Nin the early morning hours of November 27
Dialogue: 0,0:10:44.08,0:10:49.07,Default,,0000,0000,0000,,when a team of chefs and kitchen staff\Nbegan to evacuate guests.]
Dialogue: 0,0:10:49.07,0:10:50.26,Default,,0000,0000,0000,,(Singing ends)
Dialogue: 0,0:10:50.26,0:10:51.55,Default,,0000,0000,0000,,Ajoy K Mira: At some point,
Dialogue: 0,0:10:51.55,0:10:55.67,Default,,0000,0000,0000,,our kitchen brigade decided\Nthat it looked like a lull in the thing
Dialogue: 0,0:10:55.67,0:10:58.48,Default,,0000,0000,0000,,and they could be taken out\Nfrom the back of the kitchen
Dialogue: 0,0:10:58.48,0:11:01.36,Default,,0000,0000,0000,,through the fire exit to the back road.
Dialogue: 0,0:11:01.36,0:11:04.19,Default,,0000,0000,0000,,And our chefs had formed a human chain
Dialogue: 0,0:11:04.19,0:11:07.70,Default,,0000,0000,0000,,to escort people in the darkness\Ndown those stairs.
Dialogue: 0,0:11:07.70,0:11:10.49,Default,,0000,0000,0000,,And as hundreds of them\Nwere being evacuated,
Dialogue: 0,0:11:10.49,0:11:14.38,Default,,0000,0000,0000,,somehow two of those terrorists\Ngot to know that this was happening.
Dialogue: 0,0:11:14.53,0:11:16.17,Default,,0000,0000,0000,,And the terrorists arrived there
Dialogue: 0,0:11:16.17,0:11:20.64,Default,,0000,0000,0000,,and saw these chefs lined up,\Nherding people away,
Dialogue: 0,0:11:20.64,0:11:22.14,Default,,0000,0000,0000,,and there was mayhem.
Dialogue: 0,0:11:22.14,0:11:24.72,Default,,0000,0000,0000,,They cut loose, and that's where we lost -
Dialogue: 0,0:11:26.26,0:11:28.46,Default,,0000,0000,0000,,we lost our biggest numbers there.
Dialogue: 0,0:11:28.94,0:11:31.47,Default,,0000,0000,0000,,We had five or six\Nof our chefs gunned down.
Dialogue: 0,0:11:31.63,0:11:32.86,Default,,0000,0000,0000,,But they took the bullets.
Dialogue: 0,0:11:33.20,0:11:35.85,Default,,0000,0000,0000,,R K Krishna Kumar:\NSo they risked their lives
Dialogue: 0,0:11:35.85,0:11:38.74,Default,,0000,0000,0000,,in just making sure\Nthat the guests were safe.
Dialogue: 0,0:11:39.70,0:11:42.33,Default,,0000,0000,0000,,LN: I don't think we would have\Nmade it out of the hotel
Dialogue: 0,0:11:42.33,0:11:44.62,Default,,0000,0000,0000,,without the support, the assurance,
Dialogue: 0,0:11:44.62,0:11:48.60,Default,,0000,0000,0000,,the constant, you know,\Nservice orientation
Dialogue: 0,0:11:48.60,0:11:50.78,Default,,0000,0000,0000,,that the staff provided, without doubt,
Dialogue: 0,0:11:50.78,0:11:53.72,Default,,0000,0000,0000,,which is why we will continue\Nto be so grateful to them.
Dialogue: 0,0:11:53.72,0:11:55.20,Default,,0000,0000,0000,,Ratan Tata: I can't explain it.
Dialogue: 0,0:11:55.20,0:11:58.25,Default,,0000,0000,0000,,There were no manuals,\Nthere were no instructions
Dialogue: 0,0:11:58.25,0:12:01.31,Default,,0000,0000,0000,,for what should be done\Nin the circumstances.
Dialogue: 0,0:12:02.08,0:12:03.81,Default,,0000,0000,0000,,So what seems to have happened
Dialogue: 0,0:12:03.81,0:12:09.35,Default,,0000,0000,0000,,is individuals, from the waiters\Nto the managers of the restaurants,
Dialogue: 0,0:12:10.42,0:12:16.53,Default,,0000,0000,0000,,all had this goal of\N"Let's get the guests to safety."
Dialogue: 0,0:12:18.16,0:12:20.11,Default,,0000,0000,0000,,(On stage) Rohit Deshpandé: To reiterate:
Dialogue: 0,0:12:20.23,0:12:22.52,Default,,0000,0000,0000,,500 registered guests.
Dialogue: 0,0:12:23.02,0:12:27.01,Default,,0000,0000,0000,,600 guests in restaurants and banquets,
Dialogue: 0,0:12:27.01,0:12:31.32,Default,,0000,0000,0000,,like that Unilever board event\Nthat you just heard about.
Dialogue: 0,0:12:32.32,0:12:34.28,Default,,0000,0000,0000,,600 employees.
Dialogue: 0,0:12:36.93,0:12:40.26,Default,,0000,0000,0000,,It's about 1,700 people that night.
Dialogue: 0,0:12:41.16,0:12:47.40,Default,,0000,0000,0000,,Of those 1,700, over 1,600 escaped safely.
Dialogue: 0,0:12:47.100,0:12:49.95,Default,,0000,0000,0000,,Only 34 people died.
Dialogue: 0,0:12:50.50,0:12:56.70,Default,,0000,0000,0000,,Of those 34, fully half\Nwere staff members of the hotel.
Dialogue: 0,0:12:58.41,0:13:04.26,Default,,0000,0000,0000,,So when we were working\Non this case study,
Dialogue: 0,0:13:04.26,0:13:10.76,Default,,0000,0000,0000,,I asked senior management\Nhow this happened, why this happened,
Dialogue: 0,0:13:11.53,0:13:13.75,Default,,0000,0000,0000,,what explains the behavior of their staff.
Dialogue: 0,0:13:13.75,0:13:15.80,Default,,0000,0000,0000,,And these are young people.
Dialogue: 0,0:13:15.80,0:13:19.08,Default,,0000,0000,0000,,Mallika Jagad, the banquet manager\Nfor the Unilever event,
Dialogue: 0,0:13:19.08,0:13:20.22,Default,,0000,0000,0000,,whom you saw speaking -
Dialogue: 0,0:13:20.22,0:13:22.09,Default,,0000,0000,0000,,24 years old.
Dialogue: 0,0:13:24.03,0:13:25.03,Default,,0000,0000,0000,,What explains it?
Dialogue: 0,0:13:25.03,0:13:26.52,Default,,0000,0000,0000,,And you heard:
Dialogue: 0,0:13:26.52,0:13:28.82,Default,,0000,0000,0000,,They can't explain it, senior management.
Dialogue: 0,0:13:28.82,0:13:32.35,Default,,0000,0000,0000,,Mr. Ratan Tata, head of the Tata\Ngroup of companies -
Dialogue: 0,0:13:32.35,0:13:34.11,Default,,0000,0000,0000,,they own the Taj Hotels -
Dialogue: 0,0:13:34.11,0:13:35.92,Default,,0000,0000,0000,,he couldn't explain it.
Dialogue: 0,0:13:36.55,0:13:38.09,Default,,0000,0000,0000,,So I teach this at Harvard.
Dialogue: 0,0:13:38.09,0:13:39.64,Default,,0000,0000,0000,,I bring this case study back,
Dialogue: 0,0:13:39.64,0:13:42.17,Default,,0000,0000,0000,,and I teach this\Nat the Harvard Business School
Dialogue: 0,0:13:42.17,0:13:45.60,Default,,0000,0000,0000,,as a case study of leadership from below.
Dialogue: 0,0:13:45.60,0:13:47.17,Default,,0000,0000,0000,,We teach usually about leadership
Dialogue: 0,0:13:47.17,0:13:49.58,Default,,0000,0000,0000,,as being something\Nfrom the top that filters down.
Dialogue: 0,0:13:49.58,0:13:53.56,Default,,0000,0000,0000,,This is leadership from below -\Nit's just amazing.
Dialogue: 0,0:13:53.56,0:13:56.30,Default,,0000,0000,0000,,And I ask my students,\N"How do you explain it?"
Dialogue: 0,0:13:56.30,0:14:00.32,Default,,0000,0000,0000,,And they have plausible explanations\Nfor the behavior of the employees.
Dialogue: 0,0:14:00.32,0:14:01.32,Default,,0000,0000,0000,,Some of them say,
Dialogue: 0,0:14:01.32,0:14:05.50,Default,,0000,0000,0000,,"Well, it must be the culture,\Nthe national culture, of India.
Dialogue: 0,0:14:05.50,0:14:08.55,Default,,0000,0000,0000,,It must be something in the value system\Nthere that explains it."
Dialogue: 0,0:14:08.55,0:14:09.86,Default,,0000,0000,0000,,And in fact, there is.
Dialogue: 0,0:14:09.86,0:14:13.07,Default,,0000,0000,0000,,It turns out that\Nthere is a value or a belief
Dialogue: 0,0:14:13.07,0:14:16.39,Default,,0000,0000,0000,,that says a guest\Nis to be treated like God.
Dialogue: 0,0:14:16.39,0:14:20.47,Default,,0000,0000,0000,,When a guest enters your home,\Ntreat her or him like God.
Dialogue: 0,0:14:20.47,0:14:23.64,Default,,0000,0000,0000,,"Atithi devo bhava" in Sanskrit.
Dialogue: 0,0:14:23.64,0:14:24.64,Default,,0000,0000,0000,,Other students say,
Dialogue: 0,0:14:24.64,0:14:27.64,Default,,0000,0000,0000,,"No, no, no, it's not national culture;\Nit's corporate culture."
Dialogue: 0,0:14:27.64,0:14:32.14,Default,,0000,0000,0000,,If the Taj Hotels is owned\Nby this family, the Tata group,
Dialogue: 0,0:14:32.14,0:14:33.99,Default,,0000,0000,0000,,they have a long history in India
Dialogue: 0,0:14:33.99,0:14:37.96,Default,,0000,0000,0000,,of very benevolent\Nhuman resource policies -
Dialogue: 0,0:14:38.12,0:14:42.87,Default,,0000,0000,0000,,a family of integrity\Nin their business dealings.
Dialogue: 0,0:14:42.87,0:14:45.01,Default,,0000,0000,0000,,It's the corporate culture.
Dialogue: 0,0:14:45.01,0:14:48.23,Default,,0000,0000,0000,,And others say, "No, it's not that.\NThis happened at a hotel.
Dialogue: 0,0:14:48.23,0:14:51.49,Default,,0000,0000,0000,,It's the industry culture;\Nit's hospitality."
Dialogue: 0,0:14:51.49,0:14:56.09,Default,,0000,0000,0000,,Employees are trained to serve customers,\Nso that's what's going on.
Dialogue: 0,0:14:56.09,0:14:58.03,Default,,0000,0000,0000,,All of these are very plausible.
Dialogue: 0,0:14:58.52,0:15:00.17,Default,,0000,0000,0000,,So along with another colleague,
Dialogue: 0,0:15:00.17,0:15:04.22,Default,,0000,0000,0000,,I decided to go back\Ninto the Taj Hotel company records
Dialogue: 0,0:15:04.22,0:15:07.87,Default,,0000,0000,0000,,to try to understand\Ntheir human resource policy.
Dialogue: 0,0:15:07.87,0:15:11.09,Default,,0000,0000,0000,,Who were these people?\NWho were these staff?
Dialogue: 0,0:15:11.09,0:15:13.47,Default,,0000,0000,0000,,Where did they find them?\NHow do they recruit them?
Dialogue: 0,0:15:13.47,0:15:15.27,Default,,0000,0000,0000,,How do they motivate and train them?
Dialogue: 0,0:15:15.27,0:15:19.13,Default,,0000,0000,0000,,And I learned lots of really,\Nreally intriguing things.
Dialogue: 0,0:15:19.13,0:15:22.98,Default,,0000,0000,0000,,Let me share, in the interest of time,\Njust three of them with you.
Dialogue: 0,0:15:22.98,0:15:24.97,Default,,0000,0000,0000,,First, about recruiting.
Dialogue: 0,0:15:24.97,0:15:28.83,Default,,0000,0000,0000,,You know, they recruit their first line,\Ntheir frontline employees,
Dialogue: 0,0:15:28.83,0:15:31.98,Default,,0000,0000,0000,,from high schools\Nnot from the major cities -
Dialogue: 0,0:15:31.98,0:15:35.62,Default,,0000,0000,0000,,not from Bombay or Delhi\Nor Calcutta or Madras.
Dialogue: 0,0:15:35.62,0:15:37.76,Default,,0000,0000,0000,,They recruit them from small towns:
Dialogue: 0,0:15:37.76,0:15:42.57,Default,,0000,0000,0000,,Haldia, Chandigarh,\NNashik, Tiruchirappalli -
Dialogue: 0,0:15:42.57,0:15:43.94,Default,,0000,0000,0000,,small towns.
Dialogue: 0,0:15:43.94,0:15:48.30,Default,,0000,0000,0000,,And they recruit students,\Ngraduating students,
Dialogue: 0,0:15:48.47,0:15:51.26,Default,,0000,0000,0000,,for attitude, not grades.
Dialogue: 0,0:15:51.54,0:15:55.69,Default,,0000,0000,0000,,They ask their headmasters\Nor their teachers,
Dialogue: 0,0:15:55.69,0:15:57.78,Default,,0000,0000,0000,,"Who are the students that you teach
Dialogue: 0,0:15:57.78,0:16:02.86,Default,,0000,0000,0000,,who have the most respect\Nfor older people, for their parents,
Dialogue: 0,0:16:03.46,0:16:04.93,Default,,0000,0000,0000,,for the teachers?"
Dialogue: 0,0:16:04.93,0:16:09.33,Default,,0000,0000,0000,,They're not looking for the students\Nwho do the best in grades
Dialogue: 0,0:16:09.33,0:16:11.72,Default,,0000,0000,0000,,but, rather, for attitude.
Dialogue: 0,0:16:11.72,0:16:13.50,Default,,0000,0000,0000,,Then, training -
Dialogue: 0,0:16:13.50,0:16:15.06,Default,,0000,0000,0000,,this is fascinating.
Dialogue: 0,0:16:15.06,0:16:17.97,Default,,0000,0000,0000,,You know, you've heard\Nof brand ambassadors.
Dialogue: 0,0:16:17.97,0:16:22.58,Default,,0000,0000,0000,,Lots of companies, many organizations\Nperhaps that you represent,
Dialogue: 0,0:16:22.58,0:16:24.48,Default,,0000,0000,0000,,train their frontline staff
Dialogue: 0,0:16:24.48,0:16:27.86,Default,,0000,0000,0000,,to be ambassadors\Nfor the brand, for the company.
Dialogue: 0,0:16:27.86,0:16:30.08,Default,,0000,0000,0000,,You know what they do at the Taj Hotels?
Dialogue: 0,0:16:30.08,0:16:32.06,Default,,0000,0000,0000,,They train their frontline employees
Dialogue: 0,0:16:32.06,0:16:36.98,Default,,0000,0000,0000,,to be ambassadors\Nfor the customer, for the guest.
Dialogue: 0,0:16:37.22,0:16:39.28,Default,,0000,0000,0000,,It's very different;\Nit's counterintuitive.
Dialogue: 0,0:16:39.76,0:16:41.48,Default,,0000,0000,0000,,They call them "guest ambassadors."
Dialogue: 0,0:16:41.48,0:16:43.11,Default,,0000,0000,0000,,They believe frontline employees
Dialogue: 0,0:16:43.11,0:16:46.16,Default,,0000,0000,0000,,should be the voice of the client,\Nof the customer, of the guest,
Dialogue: 0,0:16:46.16,0:16:47.52,Default,,0000,0000,0000,,to the company.
Dialogue: 0,0:16:47.52,0:16:50.24,Default,,0000,0000,0000,,And third and perhaps most importantly,
Dialogue: 0,0:16:50.47,0:16:51.89,Default,,0000,0000,0000,,their motivation system -
Dialogue: 0,0:16:51.89,0:16:54.36,Default,,0000,0000,0000,,their reward system, incentives -
Dialogue: 0,0:16:54.36,0:16:56.94,Default,,0000,0000,0000,,is not just monetary.
Dialogue: 0,0:16:56.94,0:16:59.13,Default,,0000,0000,0000,,They pay about average,\Na little above average,
Dialogue: 0,0:16:59.13,0:17:01.58,Default,,0000,0000,0000,,in that hotel sector in India.
Dialogue: 0,0:17:02.45,0:17:07.31,Default,,0000,0000,0000,,But they reward people with recognition,\Npersonal recognition.
Dialogue: 0,0:17:07.64,0:17:11.28,Default,,0000,0000,0000,,So when an employee does something\Nthat delights customers
Dialogue: 0,0:17:11.28,0:17:13.98,Default,,0000,0000,0000,,and the guest writes a note,
Dialogue: 0,0:17:14.14,0:17:18.22,Default,,0000,0000,0000,,within 48 hours\Nthat employee is recognized.
Dialogue: 0,0:17:19.15,0:17:20.34,Default,,0000,0000,0000,,48 hours!
Dialogue: 0,0:17:20.34,0:17:23.84,Default,,0000,0000,0000,,They don't have to wait\Nfor a Diwali or a Christmas bonus;
Dialogue: 0,0:17:24.02,0:17:25.59,Default,,0000,0000,0000,,it happens within 48 hours.
Dialogue: 0,0:17:25.59,0:17:26.59,Default,,0000,0000,0000,,Amazing.
Dialogue: 0,0:17:26.59,0:17:29.63,Default,,0000,0000,0000,,In fact, they won\Nthe international Hermes Award
Dialogue: 0,0:17:29.63,0:17:34.55,Default,,0000,0000,0000,,for an innovation in human resource\Nmanagement for this STARS program.
Dialogue: 0,0:17:34.55,0:17:37.67,Default,,0000,0000,0000,,So let me close by asking you
Dialogue: 0,0:17:37.67,0:17:41.60,Default,,0000,0000,0000,,to think a little bit about the lessons\Nthat you take away from this -
Dialogue: 0,0:17:41.60,0:17:45.67,Default,,0000,0000,0000,,from this company far away\Non the other side of the world -
Dialogue: 0,0:17:45.67,0:17:50.12,Default,,0000,0000,0000,,the things that we can learn\Nhere in America, that we can bring home,
Dialogue: 0,0:17:50.12,0:17:54.42,Default,,0000,0000,0000,,that we can scale to American businesses,\NAmerican organizations.
Dialogue: 0,0:17:54.91,0:17:58.81,Default,,0000,0000,0000,,Things like the way customers are treated:
Dialogue: 0,0:17:58.81,0:18:04.21,Default,,0000,0000,0000,,building a customer-centric, guest-centric\Ncorporate culture, organizational culture.
Dialogue: 0,0:18:04.99,0:18:10.16,Default,,0000,0000,0000,,Rethinking the relationship, the contract,\Nbetween employer and employee.
Dialogue: 0,0:18:11.44,0:18:16.88,Default,,0000,0000,0000,,And finally, let me close by saying\Nthis is an amazing, inspirational story -
Dialogue: 0,0:18:16.88,0:18:20.04,Default,,0000,0000,0000,,that something that was supposed\Nto be a symbol of terrorism
Dialogue: 0,0:18:20.04,0:18:24.62,Default,,0000,0000,0000,,is today a beacon of hope.
Dialogue: 0,0:18:25.09,0:18:26.09,Default,,0000,0000,0000,,Thank you.