Sunday, 4 September 2016
YMLP Reunion 2016
Some of you may remember that last year I was lucky enough to go on the Young Muslim Leadership programme. If you don't you can read a little about it on my post at the time. I met amazing people while on the course and made firm friends with a lot of them and our cohort WhatsApp group is still as active as it was last year. In fact, last week's Wedding Speech post was from the wedding of a friend I made on the programme.
Each year, the organisers (Oxford Centre of Islamic Studies) hold an Alumni day where all previous participants are invited back to Oxford for a day of hobnobbing with the Centre staff/facilitators and also meet the current programme participants. Having had a great experience of it last year, I was very pleased when my invitation came through and over the following weeks co-ordinated with other members of my cohort to plan our transport and attendance. The car journey to Oxford with Jamilla and Ashraf was packed full of drama with lateness and some very memorable conversation that really made the miles fly by.
On arrival in Oxford we wandered into the Centre where we were pleasingly met by various facilitators whom we recognised from our time last year who briefly explained the format of the day - that we should take a name badge, sign up to attend the talks in the afternoon and have a good day. Scanning the name badges to find your own was a fun little exercise - each name I recognised gave me a small stab of happiness.
We'd arrived almost at the scheduled starting time and so were ushered toward the main hall for the day's activities where we were greeted by Dr Farhan Nizami (Centre Director) and Dr Asma Mustafa (primary facilitator) and welcomed with tea and biscuits. A quick game of I-spy ensued as I tried to spot familiar faces in the gathering crowd. My own purposes for attending was to reconnect with friends and people I already knew rather than make new acquaintances but I recognised enough people to keep me happy.
Eventually the formal proceedings began with an introduction and welcome by Dr Nizami followed by a series of short talks by various Alumni who wanted to share experiences and projects that they were working on. Some were more interesting than others depending on your personal interests. After this there was a session where we were informed of the existence of an Alumni Advisory Group and people who had ideas on how to go about setting up an alumni network were asked to share. A fair chunk of this session seemed to be a re-run of the previous year's discussions though I think this time round the output will hopefully be more tangible. The chairperson for the session was adamant that he would eat into our lunch break - an intention which I heartily disapproved of.
Eventually though, we did finish and had lunch followed by Dhuhr prayer in the Centre's prayer hall which really is a very beautiful room. Lunch is always a good time to chat and catch up with people and this one was no exception. I was able to talk to various people in the queue and at the table, including the Registrar Richard Makepeace and got into an in-depth and stimulating discussion about business and careers with one of the alumni from the very first YMLP cohort. I left lunch with my hunger sated but with lots of food for thought.
The talks began after lunch but YMLP encourages free-thinking so I and a few others instead decided we'd prefer to chat and explore the building and gardens. We did this for an hour or so and had a great time of it catching up with the various people we bumped into after which we were joined by everybody else on their break between talks. During the break we took a great big group photo and as the break came to an end, rather than join the second set of talks, the same handful of free-thinkers said our goodbyes, meandered our way to the exit and quietly departed.
All in all it was a fantastic day and a thoroughly enjoyable reminder of our fortnight and the friendships we made and the endless possibilities of life.
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Wednesday, 10 August 2016
Customer Service
Last Friday afternoon I wandered into the Sainsbury's store near my office looking for a chocolate bar to eat with my lunch. I'd already bought some authentic, handmade by Italians and artisan mushroom pasta from Scarpetta and was in the mood for something sweet to accompany it.
But I don't have a Nectar card so this wouldn't do. I wondered what to say and then decided to come clean:
I walked into the store intending to buy a chocolate bar at their standard price of 65p - most likely a Wispa Gold - when my eye was drawn by the bakery. Or maybe it was my nose. However it was, I noticed a basket full of individual sugared ring doughnuts gloriously covered in sugar and priced at 30p each. I quickly did the mental calculation and worked out I could have two and still be within budget! My senses were tingling with anticipation but relying on the retail experience I gained while working at Tesco HQ I looked around for a multipack which would offer better value.
I hurriedly scanned the rest of the shelves and there it was, nestled in with the bags of chocolate covered mini doughnuts: a pack of 5 Sugared Ring Doughnuts. I nervously looked at the price label and was astonished to see it was only 70p! Bargain! Slightly outside of my intended budget but with 5 doughnuts I could eat a few and share the rest with my colleagues and earn brownie points. The possibilities seemed to extend infinitely ahead of me so before my excitement got the better of me I grabbed the box and rushed to the checkout.
I already had a bag courtesy of my authentic, handmade by Italians and artisan mushroom pasta so I skipped past the "How many bags have you taken?" screen on the self-checkout and placing my trophy carefully into my Italian bag I walked out of the store and began the two minute walk back to my office.
Halfway there, my eagerness got the better of me and I opened the pack of doughnuts so I could begin my feast. I reached into the bag and, carefully exercising restraint, I delicately took out just a single doughnut. Just before it reached my mouth though, I glanced at it and stopped in my tracks.
The doughnut I had taken out was not sugared. I checked the box and confirmed it read "Sugared Ring Doughnuts". These were just "Ring Doughnuts"!
I now had a dilemma: continue on to the office or return to the store and query the situation with Customer Services? However, the store was busy and so was I. I valiantly chose to proceed on my way back to work and make do with the doughnuts as they were.
On the way though, a thought occurred to me. In recent times, I'd read numerous stories of how regular, everyday people had registered their complaints on supermarket social media accounts and resolved their situations that way.
I thought it worth a shot and so, once I was back at my desk and had explained the situation to my colleagues, I took photos of the offending doughnuts, reactivated my Twitter account and posted a photo tagging Sainsburys:
I waited half an hour without reply so I posted on the Sainsbury's Facebook page:
Soon afterward, Debs responded on Facebook with a rather well thought out reply:
As did Brad on Twitter - though with a less well thought out reply:
I decided to hedge my bets and pursue the issue on both platforms:
But they caught on and closed me down on Twitter. Maybe they talked to each other:
The Facebook conversation continued though:
But I don't have a Nectar card so this wouldn't do. I wondered what to say and then decided to come clean:
My honesty paid off:
Success!
I sent a private message with my home address and then embarked upon a discussion with my colleagues wondering just how much the gift card would be worth. We were of the opinion it would be almost definitely be more than 70p and that if I was really, really lucky it might be up to £5!
In the end, £2 was offered and I graciously accepted. By this time I had also eaten three of the doughnuts and given one away so everybody came out ahead.
What started out as a terrible and ruinous catastrophe ended up with quite a tidy conclusion due to some excellent and responsive customer service and, to my mind at least, social media serving as a direct conduit between customer and retailer. They weren't able to replace my doughnuts with sugared ones but I think they did the next best thing!
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Sunday, 12 June 2016
Under The Knife - Laser Eye Surgery - part 3
Catch up with
I signed and initialled the various documents in the Patient Pack before turning up to the Optical Express branch on Shaftesbury Avenue a few minutes before my 1445 appointment. I had my father with me - the paperwork I'd signed had insisted I brought someone with me to 'help me get home' along with a pair of dark sunglasses as my eyes would apparently be sensitive/painful after the surgery and I would be very drowsy. He had generously volunteered to be my chaperone.
After handing my documents to a nurse for verification, I found a comfortable seat and waited to be called up. As I was doing so, a man walked out of the clinical area wearing dark sunglasses. He was unaccompanied and stopped to exchange a few very cheerful and upbeat pleasantries with the nurse and then sprightly exited the building - still alone. I watched with confusion and after he'd gone, I asked the nurse if he'd had the surgery. She confirmed he had. I felt very reassured - this man had just been through it and come out on the other side in what was clearly a very buoyant mood and seemingly none the worse for wear. I wondered if my father had noticed, but I decided not to raise the issue as I felt a bit silly for having wasted his time and quietly continued to leaf through my documents.
Another man came out wearing dark sunglasses, this time with his parents, but again in a chirpy mood. I felt even sillier.
My name was called up about half an hour after my arrival. Only patients are allowed in the operating room so I walked in alone to find a very friendly and talkative nurse who asked me to leave my jacket on the side and lie down on the cushioned surgery table underneath a very large and bulky machine which I imagine is the laser. I leave everything on the side: phone, wallet, coins, keys - I want absolutely nothing on me that may upset a machine that's about to get up close and personal with my eyes!
The nurse is chatting away while explaining what he's doing - asking how I got there, sterilising the eye area, asking about my work, putting in some anaesthetic eye drops to numb the eye surface, talking about how good the surgeon is. If he was trying to help me relax he did a good job. Some time passes and he announces that the surgeon is here now and we'll commence. I wonder if the drops have done their work.
The surgeon gets straight into it.
He warns he's applying suction - "hold very still - you'll feel pressure on your eye - don't blink until it goes dark and you can't see anything. Just relax."
I've read the procedure detail and know to expect all this but it's different when it's happening! "Just relax" while some machine pushes down on my eye and my vision goes dark?!?! Each eye is prepared in about fifteen seconds but so far it's definitely easier said than done.
The bulky machine swings to move directly over my right eye and I'm told to keep looking at the little flashing orange light directly in my line of vision. The next bit is the creation of the corneal flap. This is the actual surgical, slicing part of the procedure where the cornea is cut and folded back from the iris so the laser has the access it needs. This is where the surgeon earns his money and is a very delicate process.
He begins by saying something like "Ok Yusuf, I need you you to keep your eyes still and not to squeeze your eyes in this next part while I make the corneal flap. OK? No squeezing."
This part wasn't described in the notes. I murmur agreement but I'm thinking WTF? How do I even squeeze my eyes? I don't want to sound an idiot though so I resolve to just keep eyes very still and and stay very calm. He continues: "It'll be 15 seconds again for each eye then it'll be done. Just relax and keep looking at the light. You might see instruments moving over your eye - don't worry about them - just focus on the light."
And he begins. I do see an instrument moving over my eye. It's pointy but I keep my attention on the flashing orange light which has become a little bit of a friend. I hear "Yusuf don't squeeze". Dammit man, I don't know what you're talking about! I'm not squeezing! I resort to deep breathing exercises to help relax and distract me from what's happening.
The instruments keep moving and suddenly the orange flashing light turns in an instant from sharp to an orange blur - similar to looking at a streetlamp in a thick fog. But it's still flashing and I keep looking at it. I calculate that the sudden blurriness means he must've folded back the corneal flap. "Don't squeeze, OK?". There's a bit more alarm in his voice now. And then he moves away. It was a very long 15 seconds but the eye is prepared.
He moves to the other eye. It's the same procedure and having been through it once I'm feeling confident. We go along and it's the same thing except this time there's more alarm in his "Don't squeeze!" instructions. I learned later that I was actually squeezing quite a lot and almost spoiled things on the second eye. If I had done my last bit of squeezing a split second earlier we'd have had to do the flap all over again. I also learned that the squeezing he kept talking about was similar to when you squint at something! I can't help but feel it would've been useful to know before the surgery!
Now we've come to the laser - this part is all computer controlled. I'm still looking at the foggy flashing orange light when the surgeon warns I'll hear noises and possibly smell some burning. "Perfectly routine and nothing to worry about, just keep your body and your eye very still and it'll be another 15 seconds per eye." Easy for you to say - you're not about to smell your own burning eyes. But this is it. This is what I'm here for. I hold very, very, very still and exhale deeply. It begins.
It was over very quickly - one eye then the other in thirty seconds. I did hear the noises I was warned about but I'd heard them from the waiting area during the prior surgeries so wasn't alarmed. Thankfully, I also didn't smell any burning. All that was left was to replace the corneal flap which took a second for each eye and returned my vision to me, then to move the bulky machine away and finally to sit up.
I looked around the room - the effect was instant and amazing. Having been staring intently at a foggy orange light for the last 5-10 minutes, everything I looked at was sharply defined and in clear focus. The surgeon led me to an examination room and checked close-up that everything was ok and as it should be and I was OK. No problems from my side, none from his side so we shook hands and I went for a post-op briefing with another nurse.
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Eye protector |
I was given a little bag with three different eyedrop bottles and an eye protector. She explained take the eye drops four times daily for a week and use the eye protector when I went to sleep also for a week. Absolutely no rubbing the eyes for a couple of days no matter how much you might want to, no water on the eyes for 24 hours, don't take the Underground for a few days (too dusty), come back for a check up tomorrow morning and various other instructions which were also detailed in the Patient Pack. Once that was done I was free to go.
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Eye drops |
I felt really, really good. There was none of the pain or sensitivity that I'd been warned about in the reading material. I put on my sunglasses anyway, went to my father and about an hour after we'd arrived, we left the building and departed into the bright afternoon sunlight to catch a bus home. I took every opportunity to look at things in the distance and marvel at how astoundingly sharp and defined my vision now was and sat on the bus feeling, all in all, very good about myself and what I had just gone through.
It was about fifteen minutes after we'd left that the anaesthetic started to wear off and it became clear why they insist on having someone with you to help you home.
TO BE CONTINUED.
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Friday, 20 May 2016
Making It Happen - Laser Eye Surgery - part 2
I had booked my no-obligation consultation for a Wednesday afternoon and ensured I had the last slot of the day at 3:50pm so I could get most of a full day's work in. On the day itself, I spent the morning and early afternoon making sure I'd covered my planned activities and it was all going smoothly until around 2pm when I received a call from Optical Express. The lady on the phone explained she was from my local branch, that they were running behind schedule and wouldn't be able to get to me before closing time. And would I mind moving the consultation to next week?
I wasn't overly impressed and said I'd be happy to come in later. She said that wouldn't work as the optometrist would have gone home. This left me even less impressed but I didn't really have much choice in the matter so agreed to delay by a week to the next Wednesday and mentally fumed at them for playing with my plans. This turned into actual fuming when I later received an email from Optical Express customer service asking why I hadn't turned up the consultation and if I wanted to re-book! Clearly they have some issues with coordinating their branches with their centralised (Scotland based) customer service team.
I'd forgotten my anger by the next week though and upon finally going to my consultation, the company rep briefly explained the format: the whole process would take about 90 minutes, during which we'd run through various tests, which would be followed by an eye exam. I'd have chance to ask questions and afterward the decision to proceed or not would be totally up to me. Seemed fair to me.
Most of the consultation was actually with the optometrist who examined my eyes closely with various lights, gave me a proper eye test to verify my actual prescription and then together we watched a standard company video explaining the risks and benefits of eye surgery. The surgeon in the video talked of how confident he was in laser eye surgery - proof of which was that his wife and daughter had been through it. I made a comment about wanting to know if he was still married (maybe he didn't like his wife anymore). There were a number of risks and possible side effects and I would strongly advise anyone considering treatment to do their research into possible impacts and read the negative stories as well as the positive reviews. The USA FDA website put it very well - "You are probably NOT a good candidate for refractive surgery if you are not a risk taker". I
The optometrist explained the different treatment options available (entry level LASEK, middling LASIK and premium LASIK+iDesign) and that I was a suitable candidate for any of the three. Given that I was only planning on doing this once and that it was my own eyes, I was quite certain I wanted the best treatment possible with the shortest recovery time possible - eyes are important!
Having gone through all the tests, my optometrist typed the numbers into the computer which did its thing and she then quoted me the price the computer gave. From my previous research, I'd had an idea in my head of what I considered to be a fair price and it was well above my estimate. I asked why it was so different to the advertised prices and we briefly talked through the issue but it soon became clear that she wasn't the person I needed to negotiate with - it was the company rep who had the final say on the matter.
So I sat down with the rep and we discussed my expectations, what I'd been told, what the adverts said, the price others had paid and pretty much why I thought the price given was far too high. I claimed to be a reasonable man and accused them of being unreasonable. She was perfectly happy to negotiate and seemed to expect it so we talked for a little while and I raised the topic of various vouchers and promotions I'd come across online and talked about how I was also going to consult with other providers and eventually I managed to secure a healthy discount from the original price to a level I felt fair.
Having agreed all the details, I booked the surgery for the next available Friday slot (which turned out to be in three weeks time) along with a pre-surgery appointment to meet my surgeon so I could get to know the person I'd be letting play with my eyes. I chose a Friday afternoon as the recovery period promised was only two days - which would allow me to get away with taking only a half-day off from work and use the weekend to recuperate if necessary.
Before I left, I was given a folder holding information about what to expect before, during and after the operation along with a lengthy informed consent document which I would need to read and sign before any surgery could take place. This document went properly in-depth into the possible risks and requested my acknowledgement of all of them with my initials required after every paragraph to prove I'd read them. To me it felt like the document was there to make sure Optical Express were off the hook for as much as possible - which I guess is to be expected but wasn't particularly confidence-building!
Three weeks passed quickly and I went along to my pre-surgery appointment. Upon arrival my eyes were tested again to help double-check the numbers from my consultation and I was then introduced to my surgeon. It turned out he was an Indian doctor who had trained in Mumbai alongside a Dr Undre. No doubt some unknown and distant relation of mine but we had a pleasant chat about the city and surrounding areas which I'd last visited 10 years ago! I tried to recall as much as I could in an effort to bond with him so he'd feel greater accountability when doing my surgery. We spoke about numerous topics including his general opthalmic experience and his own motivations for leaving India and moving to the UK - an easier professional life. Chatting with the surgeon really did help to build trust and calm my thoughts and apprehensions about the upcoming surgery.
I left the clinic after an hour feeling very positive about the upcoming operation. The only thing left to do was wait four days and go under the knife.
TO BE CONTINUED.
Previous article: The Importance of Vision - Laser Eye Surgery - part 1
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Monday, 16 May 2016
The Importance of Vision - Laser Eye Surgery - part 1

I've been wearing glasses since I was 12 years old. It all started after I'd been representing Lancashire in a national table tennis tournament and, having been roundly beaten by some of my competitors and won only one match out of five, I blamed my losses on not being able to see the ball clearly - a distinct disadvantage in such a high-speed sport. In hindsight, it was a bit of a tenuous excuse and my mother sent me straight to the optician where it turned out that I actually was slightly short-sighted! Not enough to have realistically impacted my table tennis but enough to warrant glasses for occasional use. Thus began my life behind a window.
That life ended on Friday last week when I underwent laser eye surgery.
I'd expect that pretty much everyone who wears glasses has at least given laser eye surgery a passing thought. Having clear sight without needing corrective equipment will appeal to every single glasses-wearer. They may not like the procedure or the risks but the benefits will certainly appeal! Sight is the sense with which we quickly consume the largest volume of information about the world around us. The age of technology which we live in becomes very difficult to navigate without your eyes. Touchscreen phones are a prime example of a tool which becomes useless without sight but occupies an indispensable role in our lives. Those of you who don't need glasses are very, very blessed and fortunate and I hope you stay that way!
I'd ummed and ahhed about having the surgery for several years. One of the prerequisites of surgery is that your eyes need to be stable. Glasses-wearers will know that eyes tend to get weaker through the teen years and into the early twenties. In my own case, my prescription hadn't changed for several years and I hadn't needed to update my glasses. But still, it was a passive thought at the back of my mind and not something I'd seriously considered until one day I was discussing glasses with some work colleagues and it turned out one of them had had laser eye surgery to bring them from almost legally blind to not needing any correction. And then in short order I learned that a few more of my friends had also had it done and all spoke about it in glowing terms!
So I started reading up on the operation to get an understanding of what was involved, the different types, the risks, the benefits and the financial costs. The internet came into very useful - all the operating clinics have extensive information about all of the above and you can also find various forums and discussion boards where people have discussed their experiences with the surgery. Some people go abroad to have it done at significantly cheaper prices, some get vouchers and deals, others negotiate with the provider, some get cheaper treatment and yet others get put off by the whole thing and never have the surgery.
For myself, I decided that the actual surgery wasn't going to vary much between the different providers since my prescription was fairly low and the lasering needed would be minimal. Which made my three most important factors the price, the aftercare and location.
- Price - because as an elective surgery, there is no standard pricing so providers can charge what they like and no one likes being ripped off.
- Aftercare - because the eyes are vital and delicate instruments so you want to make sure your provider will do a decent job during the recovery phase after the surgery.
- Location - because I'm lazy and didn't want to travel far so London based was perfect.
In the end, after months of research and investigation, my preferred choice ended up being Optical Express who ticked all three of my major requirements. They came with a personal recommendation for their aftercare from a friend, had a branch very close by to my workplace and had a reasonable range of pricing options. And from everything I read about them (including the negative views from disgruntled and unhappy former patients), they did seem a generally competent outfit.
So in early April I went onto the company website and after a quick chat with their online assistants, I booked a no-obligation initial consultation (to ascertain suitability and share information) scheduled for two weeks time.
TO BE CONTINUED.
Next Article: Making it Happen - Laser Eye Surgery - part 2
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Thursday, 28 April 2016
The Possibilities of Privilege
Mingling as we did yesterday, surrounded by the very tasteful interior decor of the O&C Club, it was quite easy to recognise that every single person in the room was in an uncommon and closed-off position of privilege. Everyone I spoke to seemed comfortable. Perhaps not happy but firmly comfortable and assured. Naturally, each person will have their own issues, but certainly with the environment and the atmosphere, it was several worlds away from the Children of Adam homeless food project that I help out with.
Privilege is a tricky beast to control and can be used for positive or for negative. We've seen very recently with the release of the Panamanian Mossack Fonseca Papers just how much privilege and access can be used to preserve that privilege for a select few. When a lone miser, who has been blessed with the light of a candle and doesn't use it to help others if they can, the world may not notice. But when many candles are hidden away, the world becomes a much darker place for everyone. Inequality has existed in all previous societies and, given scarcity of economic resources, will probably always exist. But that doesn't mean it's not worth trying to make a difference.
Which brings us back to OMA and other similar networks/communities. I had a really enjoyable evening reminiscing about university life with old friends, making new friends from the Other Place and I was very pleased to hear that the access and mentoring dreams of the previous incarnations of OMA are still strong in the new committee.
It's an excellent use of initiative to set up these kind organisations and I strongly believe they should do the best they can to help and develop their members but that in the long term it's vital to help others gain access to that privilege. When you've seen the abyss and you've seen the summit, it'd take a very cold soul to insist that people shouldn't be helped to climb to the top. To paraphrase from Spiderman - with great privilege comes great responsibility.
* The year was 2010 and I was innocent, fresh-faced, bright-eyed, had left Cambridge only the year before and was determined to try and continue the community that I'd gotten so involved with when I was Vice President of the University Islamic Society. My involvement lasted 3 up-and-down years and ended when I moved away from the hub of all things important (London).
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Wednesday, 20 April 2016
Learning and Commitment through Arabic
I returned to term 3 of my Arabic evening class on Monday this week. Several weeks had passed since the end of the previous term and despite my best intentions to revise and study all the material we'd worked through so far, I went to class without having opened the satchel-bag I use to carry my study material. I also happened to be running late.
A quick chat with a couple of my fellow students reassured me that I was not the only one hoping our teacher would go easy on us and as it happened we spent most of the lesson going over what we had studied previously. Given her experience as a teacher, I'd be quite surprised if our lack of diligent studying came as a surprise! Long story short, I survived and lived to post about it on Facebook.
I had reason to regret my lack of study the very next day. On Tuesday, I went along to a networking event organised by the PWC Muslim Network hoping to gain information and advice which might help in my efforts to start a Muslim network at my current employer. After the customary introductions and speeches reviewing the world economy and the state of the Middle East, there was a brief Q&A session with the guest speakers, followed by a buffet dinner and the networking.
Having eaten and drunk a decent amount of caffeine, my initial post-work lethargy had receded and I was in a networking state of mind. I chatted to some strangers and played the ethnicity guessing game (which is always a nice ice breaker), I made some new acquaintances and had some traditional Oxbridge banter with an Oxonian I came across and also sought out the PWCMN committee members from whom I was hoping to acquire valuable information and insight into the challenges of setting up a professional network.
While doing my rounds, however, I stumbled upon a group who were chatting merrily away when I heard one of them mention Arabic classes. My interest aroused, I elbowed my way into the conversation and said something like "Ahlan" in my best arabic, hoping to dazzle them with my linguistic brilliance. It turned out the group was mostly Arab and fluent in Arabic. They were very gracious and we glossed over my very limited Arabic and rapidly moved on to more conventional networking conversation.
All in all, a fairly productive evening as I did made some good connections which should help in my Muslim network effort. But mostly I came away feeling that my awkward encounter with Arabs had highlighted my novice status and that any sort of learning should be done with serious intention and serious effort and serious commitment. Anything less and I'm doing myself a serious disservice.
Previous post: Brussels
No fancy title today.
For most of today I was avoiding the details...
Next post: The Possibilities of Privilege
Yesterday, I went along to the Oxford & Cambridge Club in Pall Mall, London to a networking/social event held by the Oxbridge Muslim Alumni.
Next post: The Possibilities of Privilege
Yesterday, I went along to the Oxford & Cambridge Club in Pall Mall, London to a networking/social event held by the Oxbridge Muslim Alumni.
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