The Monocle Daily – Episode Summary
Date: January 16, 2026
Host: Andrew Muller
Panelists/Guests: Carlotta Rebelo, Fernando Augusto Pacheco, Petri Birtzoff, Michael Booth, Kautha Ben Hanya

Episode Overview

This episode explores heightened geopolitical tensions in the Nordic region as US President Donald Trump’s rhetoric over Greenland alarms the Nordics, a preview and analysis of Portugal's unexpectedly tight presidential election, and a reflection on the modern decline of customer service. The show also features an interview with director Kautha Ben Hanya about her powerful new documentary, "The Voice of Hind Rajab".

Key Discussion Points and Insights

1. Nordic Tensions: Trump’s Threats Over Greenland

[00:59 – 09:22]

• Context: President Trump issues direct threats regarding US interest in Greenland, catalyzing unprecedented unity and defensive posturing among Nordic NATO members.
• Regional Response:
  • The rhetoric is seen as the most direct challenge to Nordic sovereignty and territorial integrity since WWII.
  • The response is collective; the issue is framed not just as Denmark’s problem, but a Nordic threat.
• Diplomatic Dilemma:
  • All Nordic states are NATO members, relying on US security, but they respond with rare bluntness.
• Notable Government Reactions:
  • Swedish PM Ulf Kristersson: “The United States should be grateful to Denmark, not threatening it.” (03:55)
  • Danish leaders highlight Denmark’s sacrifices as a US ally (losses in Afghanistan/Iraq).
• Greenlandic Perspective:
  • PM Jens Frederick Nielsen: “Greenland does not want to be part of the United States. It is not for sale. Decisions about its future rest with the people who live there.” (05:00)
• Fact-Checking Trump’s Claims:
  • Nordic leaders debunk claims of rampant Russian/Chinese influence and challenge the value of Greenland’s mineral wealth.
• Military and Social Responses:
  • Modest military reinforcements are symbolic, demonstrating resolve.
  • Reports of nervousness in Greenland: residents preparing for uncertainties.
• Broader Stakes:
  • This is about small-state sovereignty, the future of alliances, and the credibility of international rules.
• Memorable Quote:
  • “This is about whether borders still matter, whether alliances still hold, and whether small states can rely on international rules when faced with pressure from a superpower.” – Petri Birtzoff (08:50)

2. Documentary Feature: The Voice of Hind Rajab

[09:22 – 16:50]

• Film Overview:
  • The movie tells the real, harrowing story of a six-year-old girl trapped under fire in Gaza, focusing on the struggle of first responders trying to save her.
• Director’s Motivation:
  • Kautha Ben Hanya describes how hearing Hind's desperate pleas deeply moved her:
    • “When you hear it, you can’t unhear it… It impacted me in a very, very deep way. I was sad, I was angry, I wanted to shout and I needed to do something… I can maybe do a movie.” (10:30)
  • Ben Hanya sought not just the mother’s approval but her blessing; the mother agreed, hoping the film could bring pressure and justice.
• Artistic Choices:
  • Uses original audio and blends actors with real recordings to balance impact and respect:
    • “It’s a sensitive thing to tell the story of the murder of a child… So I found the equation interesting. But also I was aware that when you bring actor on the table, maybe for the audience, it would be synonym of something fiction.” (13:35)
• Intended Impact:
  • Ben Hanya hopes the film compels audiences to "bear witness," countering desensitisation:
    • “We can’t afford to look away. We need to bear witness, and if it’s hard… everyone from his perspective… can do something.” (16:25)
• Host Insight:
  • Fernando Augusto Pacheco: “Watching this film is a completely different experience… than watching a news bulletin very quickly.” (15:21)

3. Portugal’s Presidential Election: A Tight and Uncertain Race

[16:50 – 23:40]

• Setup:
  • Portugal faces an open presidential election due to term limits on Marcelo Rebelo de Sousa.
• Key Candidates:
  • Admiral Henrique Gouveia e Melo, initially a frontrunner, now faces stiff competition amid campaign gaffes and lack of political experience.
  • Andre Ventura of the far-right Chega party is almost certain to make the runoff, his support at 22.5%. The question is whether he’ll face António José Seguro (Socialists, 20.8%) or another right-wing candidate.
• Campaign Dynamics:
  • Ventura has moderated his tone, emphasizing unity and downplaying extreme views to court undecided right-wing voters.
    • “It’s almost disconcerting to see him try to present a unified front… try to show actually I’m not as extreme as I’m being portrayed.” – Carlotta Rebelo (20:16)
• Significance of the Presidency:
  • Portuguese presidents are mostly symbolic but can dissolve parliament and veto laws, so ideological extremes in this role matter, especially with a far-right opposition in parliament.
• Broader Implications:
  • The second round is a barometer for Portugal’s political mood and the resilience of centrist or left alliances.
    • “If it shifts towards the right entirely… It’s just about having some of those guardrails in place.” – Carlotta Rebelo (22:24)

4. Why is the Customer Always Wrong? The Decline of Customer Service

[23:40 – 30:06]

• Personal Anecdote:
  • Michael Booth recounts a failing home repair service. When he politely tried to hold the plumber accountable, he was rebuked by the boss for allegedly improper behaviour.
    • “I didn’t lose my temper… I just presented him with a kind of take some responsibility for what you’re doing.” (25:06)
• Cultural Shift Observed:
  • Booth attributes worsening customer service to societal changes:
    • Decline of traditional authority and rise of “equality,” sometimes misapplied in service situations.
    • “The more equal people are, the more equal people feel. And sometimes we’re not equal. Sometimes you’re providing a service… Suck it up.” (26:22)
• Institutionalized Avoidance:
  • Companies and call centers quickly seize on minor customer errors or frustrations as excuses to disengage and avoid accountability.
    • Example: Booth’s wife, threatened by a bull, sworn at a dispatcher who then hung up—placing protocol above responsibility. (27:21)
• Tips for Listeners:
  • Booth’s approach:
    • “Jemima, look, I realize this isn’t your fault… But I have to hold you responsible. Do you feel okay with that? And I try and reason on a kind of simple human to human level…” (28:27)
• Parallels to Politics:
  • Politicians (e.g., Trump, Farage) now increasingly feign offense to dodge tough questions—mirroring customer service deflection tactics.
    • “Trump is brilliant at it… gets huffy… explodes in a kind of fake tizzy.” (29:25)

Notable Quotes & Memorable Moments

• “This is about whether borders still matter, whether alliances still hold, and whether small states can rely on international rules when faced with pressure from a superpower.” – Petri Birtzoff, 08:50
• “When you hear it, you can’t unhear it… It impacted me in a very, very deep way.” – Kautha Ben Hanya, 10:30
• “[Ventura is] trying indeed to bring votes from those on the right who are undecided and trying to show actually I’m not as extreme as I’m being portrayed.” – Carlotta Rebelo, 20:33
• “Sometimes you’re providing a service, sometimes you should, you know, suck it up. Sometimes you should make a bit more of an effort and not try and evade responsibility.” – Michael Booth, 26:27
• “Trump is brilliant at it. In interviews, he gets huffy… explodes in a kind of fake tizzy.” – Michael Booth, 29:15

Important Timestamps

• 00:59: Nordic states respond to US threats over Greenland.
• 05:00: Greenland PM and Nordic leaders reject US proposals.
• 09:22: Feature segment: "The Voice of Hind Rajab."
• 16:50: Portugal presidential election preview.
• 23:40: Why is the customer always wrong? Booth’s analysis and anecdotes.

Tone and Style

The episode balances sharp political analysis, wry humor, direct personal anecdotes, and moments of deep empathy—ranging from diplomatic crises to daily frustrations and cinematic activism. The conversation is lively, sometimes tongue-in-cheek, but always rooted in strong reporting and honest inquiry.

For Further Listening: See next week’s episode for the fallout from Portugal’s election and continued coverage of the Nordic-US standoff.