Storytelling - Empathy 

 Challenge and Selection : 

 I am a member of an organization ’s operations team . We work in a highly regulated atmosphere . Our   clients are onshore and they send us work on a daily basis and we charge clients on hourly rate . Our   work is seasonal . Employees are our assets and our clients typically use us when they are in high   pressure . We work on extremely tight deadlines and uncertainty relating to work inflow . Our work   quality and turnaround time determines our moving up the value chain and increasing revenue . We also   need to build relationships with the onshore counterparts which means having regular connects etc .   which then requires us to stretch our days . One of our biggest challenge is to build relationships with the   onshore customers as their time zones are different . Our employees need to be motivated constantly to   constantly meet expectations . 

 I spend a lot of my time coaching them and also motivating them to perform and show them the path   ahead to keep up the aspirations as well as understand the business goals . I also need to align their   personal goals with the business goals . We have regular catch ups where I share with my team my   stories both personal as well my experience at work . This time I use for introspection as well as I ask   them to provide me feedback on what they would have done differently . Similarly I encourage the team   members also to share their stories and we all would collectively introspect . This as a team helped us be   open to feedback , arrive at solutions and also get another point of view . I used this format to also solve   work related issues where we have participative decision making . It could be related to a tough client or   meeting deadlines etc . 

 Application 

 I have a story about using story telling . In one of the regular catch up the discussion point was   on a client feedback . We had received a constructive feedback from a client and we had   realized that the reason for a feedback was more related to the fact that we had not built any   relationship with them . I was talking about pressures that the clients face and my experience of   working onshore . I wanted my team to be customer empathetic rather than just focusing on   client delivery . We are dealing with humans in the end of the day and we need build   relationships in any business . Quality is always a given however building relationships helps in   sustainable business . If we needed to that we need to spend quality time engaging with them   and understanding their requirements . The team member working on the client was stressed   and turned emotional . She vented out her anger on the client ’s stringent timelines and not   being responsive etc . I recognized she needs to be the “ Princess for an hour ” . I let her speak and let   go off all the anger . I asked her if we can go out and take a breath of fresh air rather than be stuck in a   meeting room . While we were walking I let her do all the talking and just asked her probing questions .         Insight & Approach 

 While she was talking she was visualizing and also self - reflecting , she mentioned that she knew that the   feedback would be bad . She knew it as she was not able to build relationship with them or understand   the customer ’s requirement . She was not able to do that as the client ’s time zone was not matching due   to her personal requirement . She had a new born kid and she needed to get home early and   concentrate on him . It was an eye - opener for me because I could see that she was going through a guilt   for months as she was split between meeting both expectations . I thought it was the right time for me   to share my story , I told her about how difficult it was for me to work when my mom was going through   a health challenge . I had to manage teams during the day , customer calls in the night and hospital runs   and doctor ’s discussion . I spoke to her on the emotional and physical drain I went through . I also shared   my daily routine and some tips and tricks I used to get through the time . We both came up with a   solution on how she could come in early so that she can have meetings with the onshore teams in their   evening . I came up with a plan to give her clients in the same time zone that is convenient for her . We   worked on a daily routine and finally all turned out to be good . Now she is a happier person and a high   performer .      We both collectively shared this story with the Women committee and came up with a mentor mentee   program . This program helps women professionals ’ to get guidance from women leaders and identify   solutions for their problems .     I never knew that telling stories can be such a powerful tool . This course has helped me realize   the impact of this tool and use it in a better way . 


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: Storytelling - Empathy 

 Challenge and Selection : 

 I am a member of an organization ’s operations team . We work in a highly regulated atmosphere . Our   clients are onshore and they send us work on a daily basis and we charge clients on hourly rate . Our   work is seasonal . Employees are our assets and our clients typically use us when they are in high   pressure . We work on extremely tight deadlines and uncertainty relating to work inflow . Our work   quality and turnaround time determines our moving up the value chain and increasing revenue . We also   need to build relationships with the onshore counterparts which means having regular connects etc .   which then requires us to stretch our days . One of our biggest challenge is to build relationships with the   onshore customers as their time zones are different . Our employees need to be motivated constantly to   constantly meet expectations . 

 I spend a lot of my time coaching them and also motivating them to perform and show them the path   ahead to keep up the aspirations as well as understand the business goals . I also need to align their   personal goals with the business goals . We have regular catch ups where I share with my team my   stories both personal as well my experience at work . This time I use for introspection as well as I ask   them to provide me feedback on what they would have done differently . Similarly I encourage the team   members also to share their stories and we all would collectively introspect . This as a team helped us be   open to feedback , arrive at solutions and also get another point of view . I used this format to also solve   work related issues where we have participative decision making . It could be related to a tough client or   meeting deadlines etc . 

 Application 

 I have a story about using story telling . In one of the regular catch up the discussion point was   on a client feedback . We had received a constructive feedback from a client and we had   realized that the reason for a feedback was more related to the fact that we had not built any   relationship with them . I was talking about pressures that the clients face and my experience of   working onshore . I wanted my team to be customer empathetic rather than just focusing on   client delivery . We are dealing with humans in the end of the day and we need build   relationships in any business . Quality is always a given however building relationships helps in   sustainable business . If we needed to that we need to spend quality time engaging with them   and understanding their requirements . The team member working on the client was stressed   and turned emotional . She vented out her anger on the client ’s stringent timelines and not   being responsive etc . I recognized she needs to be the “ Princess for an hour ” . I let her speak and let   go off all the anger . I asked her if we can go out and take a breath of fresh air rather than be stuck in a   meeting room . While we were walking I let her do all the talking and just asked her probing questions .         Insight & Approach 

 While she was talking she was visualizing and also self - reflecting , she mentioned that she knew that the   feedback would be bad . She knew it as she was not able to build relationship with them or understand   the customer ’s requirement . She was not able to do that as the client ’s time zone was not matching due   to her personal requirement . She had a new born kid and she needed to get home early and   concentrate on him . It was an eye - opener for me because I could see that she was going through a guilt   for months as she was split between meeting both expectations . I thought it was the right time for me   to share my story , I told her about how difficult it was for me to work when my mom was going through   a health challenge . I had to manage teams during the day , customer calls in the night and hospital runs   and doctor ’s discussion . I spoke to her on the emotional and physical drain I went through . I also shared   my daily routine and some tips and tricks I used to get through the time . We both came up with a   solution on how she could come in early so that she can have meetings with the onshore teams in their   evening . I came up with a plan to give her clients in the same time zone that is convenient for her . We   worked on a daily routine and finally all turned out to be good . Now she is a happier person and a high   performer .      We both collectively shared this story with the Women committee and came up with a mentor mentee   program . This program helps women professionals ’ to get guidance from women leaders and identify   solutions for their problems .     I never knew that telling stories can be such a powerful tool . This course has helped me realize   the impact of this tool and use it in a better way .
### Output: 