Example Reflection – Storytelling 

 Challenge & Selection 

 As a management consultant , I have been using storytelling quite often than I ever expected to . And I   also find it to be one of the most effective ways of communicating . I am able to catch the attention of a   senior board member and a line manager at the same time while narrating the same story , which makes   my job little easier . I work with airlines around the world to help them turn profitable and provide a   good service to their customers . 

 Recently , I started to realize that there were a lot of leakages in collections and service issues at airports .   Many passengers purchase additional services at the airport . These services could be excess baggage ,   lounge access , upgrades , paid seats , etc . When we were working with the senior management we   realized that the revenue from these services were much longer than what we had expected . Also , the   transactions some time causes delays and affects the experience of other customers . 

 Application 

 We realized that we need to understand the problem and find an optimal solution for the same . As   there were many stakeholders involved everyone felt that they were doing their job well and should n’t   in anyway be blamed for poor service . Thus , I decided to spend time with all the key stakeholders and   understand their story so that we could all appreciate and understand the real problem and find an   optimal solution . 

 I met all key stakeholders the following few weeks . From product designers , pricing experts to   operations on ground staff and mapped the customer journey to understand the touchpoints and where   exactly does the problem lie . It was important to understand their story and communicate it to the   other parties in such a way that they understand and are willing to help . 

 Insight & Approach 

 I visited a couple of airports and spent days with the check - in staff to understand their story . I realized   that there were some real problems and there was no simple solution for the same . Most passengers   bought the service last minute as they were not aware that they could purchase them earlier online .   Since the product portfolio was wide the agents were not aware how much to charge for the services .   The on - ground staff did not have a ready reckoner to refer to make the process quick . Thus , long queues   would force the airline staff to not charge for these services or sometimes delay the flights to collect   everything .   When I told this to the senior management back at the headquarters , I think that is when   they could really appreciate the problem which lied in the myriad decisions that were made . The policies   were reassessed and the ground staff is undergoing training . This is how storytelling helped in happier   employees , higher customer satisfaction and more revenue . 

 The course has provided me with a systematic framework to approach these problems going forward .   The video in Week 2 by Dario Fagan , Global Leadership Development Director , Mars , Inc. was every   insightful and provide important tips for me to use this tool more effectively . 

 I have an engineering and finance background still I have come to appreciate how effective this   storytelling tool is . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Example Reflection – Storytelling 

 Challenge & Selection 

 As a management consultant , I have been using storytelling quite often than I ever expected to . And I   also find it to be one of the most effective ways of communicating . I am able to catch the attention of a   senior board member and a line manager at the same time while narrating the same story , which makes   my job little easier . I work with airlines around the world to help them turn profitable and provide a   good service to their customers . 

 Recently , I started to realize that there were a lot of leakages in collections and service issues at airports .   Many passengers purchase additional services at the airport . These services could be excess baggage ,   lounge access , upgrades , paid seats , etc . When we were working with the senior management we   realized that the revenue from these services were much longer than what we had expected . Also , the   transactions some time causes delays and affects the experience of other customers . 

 Application 

 We realized that we need to understand the problem and find an optimal solution for the same . As   there were many stakeholders involved everyone felt that they were doing their job well and should n’t   in anyway be blamed for poor service . Thus , I decided to spend time with all the key stakeholders and   understand their story so that we could all appreciate and understand the real problem and find an   optimal solution . 

 I met all key stakeholders the following few weeks . From product designers , pricing experts to   operations on ground staff and mapped the customer journey to understand the touchpoints and where   exactly does the problem lie . It was important to understand their story and communicate it to the   other parties in such a way that they understand and are willing to help . 

 Insight & Approach 

 I visited a couple of airports and spent days with the check - in staff to understand their story . I realized   that there were some real problems and there was no simple solution for the same . Most passengers   bought the service last minute as they were not aware that they could purchase them earlier online .   Since the product portfolio was wide the agents were not aware how much to charge for the services .   The on - ground staff did not have a ready reckoner to refer to make the process quick . Thus , long queues   would force the airline staff to not charge for these services or sometimes delay the flights to collect   everything .   When I told this to the senior management back at the headquarters , I think that is when   they could really appreciate the problem which lied in the myriad decisions that were made . The policies   were reassessed and the ground staff is undergoing training . This is how storytelling helped in happier   employees , higher customer satisfaction and more revenue . 

 The course has provided me with a systematic framework to approach these problems going forward .   The video in Week 2 by Dario Fagan , Global Leadership Development Director , Mars , Inc. was every   insightful and provide important tips for me to use this tool more effectively . 

 I have an engineering and finance background still I have come to appreciate how effective this   storytelling tool is .
### Output: 