Tool : Storytelling 

 1 . Challenge : 

 At my work I use a storytelling tool all the time when working as a trainer with leaders and I   encourage them to do so with their teams . When we launched a customer excellence programme 

 and campaign my goal was to promote and inspire customer friendly behaviors . We would train   leaders in storytelling and I would share some good examples of a great customer service with 

 them coming from our organization and also instruct them on how to give constructive feedback 

 and develop some friendly customer attitudes in their teams . I invited them for a storytelling session 

 where everyone was challenged to pick up one real story that happened in their store and tell it to   the others during the meeting . The result was surprising . Those stories where later on recorded on 

 videos and made a part of a very successful marketing campaign . 

 2 . Selection : 

 I selected storytelling tool because it seems to be one of the most ancient and effective tools for   change . It has been shared in every culture as a means of entertainment , education , cultural 

 preservation , and instilling moral values . As we take a listener through all the aspects of someone´s   challenge in a similar situation without making it personal we give a person a chance to reflect upon 

 his / her own behavior and also transmit an emotional communicate , giving an ultimate reason and 

 meaning of a change . In case of a great customer service in a med lab we encourage through   stories that every client is important and should be treated with agility and empathy cause he or she 

 might be dealing with some disease , so our duty is to treat that person not as a number on the tube 

 of a blood but as a human being – fragile and looking for our support . 

 3 . Application : 

 I choose some stories that I shared with the group and then I challenge others to share their stories   on a great customer service topic . Before that everyone has received an invitation with a brief 

 description about how they should tell a good story with the beginning , end and conclusion . They   were also encouraged to use their other talents and tools , like acting skills or changing the 

 narrator´s perspective ( some leaders would present the point of view and as if the employee was 

 telling their personal story which had more impact on the others ) . 

 In some cases , but very rare ones , leaders were shy to develop a great discourse and were urged   by their shyness to finish as fast as possible . Others surprised me with their abilities . All the 

 examples were very appropriate some of them were repeated ones , so perhaps next time we could 

 encourage more research before the storytelling session . 

 4 . Insight : 

 I found a tool very useful as a mean of developing leadership skills in others and building a great   campaign which would encourage a positive organizational change . Later on in the same project 

 we invited our customers to a café and recorded their stories about how they are being attended by   our employees – it brought a great transformation and improved the way some employees were 

 perceiving their efforts . I have also learned that feedback is very important and stories not only can 

 serve as a tool for gathering information as it is in design thinking but also transforming   organizations , learning more empathy and discovering point of view of our clients . It was a really 

 great opportunity and experience . 

 5 . Approach : Describe what you might do differently next time -- applying the same tool you selected 

 or a different one -- and the reason(s ) why . 

 I might try next time to ask leaders to send over their stories and select people who want to be an 

 ambassador of this practice rather than obligating everyone to participate in it just to avoid stress .   Those who do it with passion transmit more authenticity and confidence . I will also try next time to 

 use storytelling in the context of gathering information from employees asking them to tell me about 

 their experiences . We are thinking about rolling out a specific project to improve employees 

 experience so it can be a design thinking project which can start with applying this tool . 


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: Tool : Storytelling 

 1 . Challenge : 

 At my work I use a storytelling tool all the time when working as a trainer with leaders and I   encourage them to do so with their teams . When we launched a customer excellence programme 

 and campaign my goal was to promote and inspire customer friendly behaviors . We would train   leaders in storytelling and I would share some good examples of a great customer service with 

 them coming from our organization and also instruct them on how to give constructive feedback 

 and develop some friendly customer attitudes in their teams . I invited them for a storytelling session 

 where everyone was challenged to pick up one real story that happened in their store and tell it to   the others during the meeting . The result was surprising . Those stories where later on recorded on 

 videos and made a part of a very successful marketing campaign . 

 2 . Selection : 

 I selected storytelling tool because it seems to be one of the most ancient and effective tools for   change . It has been shared in every culture as a means of entertainment , education , cultural 

 preservation , and instilling moral values . As we take a listener through all the aspects of someone´s   challenge in a similar situation without making it personal we give a person a chance to reflect upon 

 his / her own behavior and also transmit an emotional communicate , giving an ultimate reason and 

 meaning of a change . In case of a great customer service in a med lab we encourage through   stories that every client is important and should be treated with agility and empathy cause he or she 

 might be dealing with some disease , so our duty is to treat that person not as a number on the tube 

 of a blood but as a human being – fragile and looking for our support . 

 3 . Application : 

 I choose some stories that I shared with the group and then I challenge others to share their stories   on a great customer service topic . Before that everyone has received an invitation with a brief 

 description about how they should tell a good story with the beginning , end and conclusion . They   were also encouraged to use their other talents and tools , like acting skills or changing the 

 narrator´s perspective ( some leaders would present the point of view and as if the employee was 

 telling their personal story which had more impact on the others ) . 

 In some cases , but very rare ones , leaders were shy to develop a great discourse and were urged   by their shyness to finish as fast as possible . Others surprised me with their abilities . All the 

 examples were very appropriate some of them were repeated ones , so perhaps next time we could 

 encourage more research before the storytelling session . 

 4 . Insight : 

 I found a tool very useful as a mean of developing leadership skills in others and building a great   campaign which would encourage a positive organizational change . Later on in the same project 

 we invited our customers to a café and recorded their stories about how they are being attended by   our employees – it brought a great transformation and improved the way some employees were 

 perceiving their efforts . I have also learned that feedback is very important and stories not only can 

 serve as a tool for gathering information as it is in design thinking but also transforming   organizations , learning more empathy and discovering point of view of our clients . It was a really 

 great opportunity and experience . 

 5 . Approach : Describe what you might do differently next time -- applying the same tool you selected 

 or a different one -- and the reason(s ) why . 

 I might try next time to ask leaders to send over their stories and select people who want to be an 

 ambassador of this practice rather than obligating everyone to participate in it just to avoid stress .   Those who do it with passion transmit more authenticity and confidence . I will also try next time to 

 use storytelling in the context of gathering information from employees asking them to tell me about 

 their experiences . We are thinking about rolling out a specific project to improve employees 

 experience so it can be a design thinking project which can start with applying this tool .
### Output: 