Internship report at Etc educational training and consulting service co ltd

THUONG MAI UNIVERSITY FACULTY OF ENGLISH - - INTERNSHIP REPORT ETC - EDUCATIONAL TRAINING AND CONSULTING SERVICE CO.LTD Student : TRAN THI HOAI NGOC Class : K55N3 Student Code : 19D170171 Hanoi, 2023 TABLE OF CONTENT ACKNOWLEDGEMENT iii CHAPTER I INTRODUCTION TO ETC - EDUCATIONAL TRAINING AND  CONSULTING SERVICE CO.LTD 1.1 Overview of the establishment and development process: 1.1.1 History of formation and development: 1.1.2 Development orientation: 1.2 ETC's organizational structure: .2 1.2.1 Organizational structure 1.2.2 Educational goals and philosophy: 1.2.3 Teachers: 1.2.4 Facilities: CHAPTER II GENERAL INTRODUCTION ABOUT THE INTERNSHIP IN ETC - EDUCATIONAL TRAINING AND  CONSULTING SERVICE CO.LTD AND PRACTICE RESULTS 2.1 Assigned job description: 2.1.1 Classroom management: 2.1.2 Consultants: .5 2.1.3 Teaching support: 2.2 Experience lessons: 2.3 Advantages and difficulties: 10 2.3.1: Advantages .10 2.3.2 Difficulties .11 CHAPTER III THE REALITY OF ENGLISH USAGE IN ETC EDUCATIONAL TRAINING AND  CONSULTING SERVICE CO.LTD 13 3.1 The usage of English at work .13 3.1.1 The current situation of the usage of English 13 3.1.2 The advantages .13 3.1.3 The disadvantages 14 3.2 Some solutions to improve the use of English in the working environment at ETC 14 CHAPTER IV PROPOSING THE TOPIC OF GRADUATION THESIS .16 SUMMARY 17 i TABLE OF FIGURES Figure 1.1 : Logo of ETC English Center Fingure 1.2: Organizational hierarchy chart of ETC English Center Figure 1: The interface of Center Online website Figure 2: The interface of Center Online application ii ACKNOWLEDGEMENT I would like to express my heartfelt gratitude to the Board of Thuong Mai University and all teachers of the Faculty of English for facilitating the approval of my full-time application in the second semester of this year In particular, I would especially like to thank M.A Pham Thi Phuong – who directly guided and supported me throughout the training process At the same time, I would like to express my sincere thanks to the Board of Directors of ETC Education and Training Consulting Service Co., Ltd along with all officers and employees at the company for creating the best conditions, enthusiastic professional guidance and providing full information about the work so that my training course goes well and smoothly An exercise is the process of applying reasoning knowledge to practice to help students directly learn, gain experience and practice discipline at work And during my 8-week period of training, it was a big challenge for me but also an enjoyable experience Despite being a final-year student about to graduate, I still have not accumulated much experience and still have many shortcomings and limitations that need to be overcome and completed I look forward to receiving the comments of lecturer – Master Pham Thi Phuong and all staffs in the company to improve themselves Finally, I would like to wish the teachers of the Faculty of English, the Board of Directors, and the staff of ETC Education and Training Consulting Service Co., Ltd good health and continued success I really appreciate that! iii CHAPTER I INTRODUCTION TO ETC - EDUCATIONAL TRAINING AND  CONSULTING SERVICE CO.LTD  1.1 Overview of the establishment and development process: 1.1.1 History of formation and development: Figure 1.1 : Logo of ETC English Center ETC English Center was founded on 02/12/2005 in Hanoi, the company has two branches in Hanoi and Bac Ninh The report will focus on the company's operation in its headquarters in Hanoi With the goal of establishing a foreign language training center of prestige and quality in order to meet the growing demand for cultivating and improving the English level of officials, employees of organizations, companies, students of universities, colleges, and students at all levels With the criteria of improving training quality and the continuous efforts of the Center over the past 18 years, ETC has become a prestigious English training center in Hanoi, receiving trust for many students, parents and students 1.1.2 Development orientation: The main goal of ETC's English training is for students to be able to use English effectively, which will lay the groundwork for them to achieve high results in international certification exams and to be confident in their learning ETC has kept its promises for the past 18 years:  Always prioritize students' learning interests  Commitment to the quality of teachers, including native teachers and Vietnamese teachers  Commitment to training quality in accordance with the European framework roadmap and international Cambridge / IELTS / TOEIC certificates (Commitment to increase points)  A civilized training environment that encourages positive student behavior  Assisting and advising students and parents on learning and age psychology issues  Reasonably priced tuition 1.2 ETC's organizational structure: 1.2.1 Organizational structure Fingure 1.2: Organizational hierarchy chart of ETC English Center Director of Center Academic Director Full-time class managers Part-time class managers Teaching crew Fingure 1.2: Organizational hierarchy chart of ETC English Center Director of Center: the person who directly manages and operates the organization and is the legal representative of the company He is also the superior management agency for all activities of the center Academic Director: the person who is in charge of academic work in the center She is responsible for developing a plan to opreate the academic activities, upgrade and develop academic products, evaluate and control training quality Full-time class managers: People who manage all class activities, including allocating and managing teaching personel, managing documents, administrative procedures, supporting teachers in teaching activites They also give counsel for parents and students who wish to register at the center Part-time class managers: People who assist full-time employees in managing process and performing other related tasks such as setting up the class, taking care of students, etc Teaching crew: including both foreign and Vietnamese teachers as well as teaching assistants 1.2.2 Educational goals and philosophy: Throughout its existence, ETC English Center has always strictly adhered to its own religion: "Commitment to training quality!" ETC has become a reputable English training center with good training quality, modern facilities, and teaching facilities through hard work, dedication, and investment As a result, ETC is gaining more trust from students, parents, and students And, with the goal of long-term development in mind, ETC has developed strategies from the start to build and develop the ETC brand through the quality of its training ETC Center's prestige is now widely known, and the ETC English Center brand is protected 1.2.3 Teachers: ETC English Center has a team of prestigious, enthusiastic lecturers, as well as modern teaching methods; ETC's lecturers are from universities such as the University of Foreign Languages, the University of Foreign Languages - Vietnam National University Hanoi, and the Hanoi Foreign Trade University, as well as a team of professional native lecturers from the United Kingdom, the United States, and Australia Long-term and stable teachers are also one of the factors that influence students' English learning effectiveness ETC is always looking for the most rigorous domestic and international lecturers 1.2.4 Facilities: The center invests in teaching teachers' equipment and reference systems, as well as in beautiful and modern facilities, to create an ideal English learning environment for students to achieve the highest efficiency, while also assisting students in feeling confident, happy, and comfortable in each class Each classroom is outfitted with the most cutting-edge teaching facilities and equipment available today. How to set up tables and chairs, as well as decorate scientific and creative spaces The maximum class size is 16 students to allow teachers and students to interact directly with one another, thereby improving their ability to absorb and develop listening and speaking skills ETC has made positive changes to development in 2023, investing more in facilities, learning facilities, and learning support to improve the quality of teaching and training CHAPTER II GENERAL INTRODUCTION ABOUT THE INTERNSHIP IN ETC - EDUCATIONAL TRAINING AND  CONSULTING SERVICE CO.LTD AND PRACTICE RESULTS 2.1 Assigned job description: 2.1.1 Classroom management: - Capture the number of students and their learning status at the center Monitoring, observing, and evaluating students' current ability to organize, categorize, and adjust into classes appropriate for the level and age in order to assist students in taking appropriate classes and ensuring the quality and results of teaching Monitor the progress and content of the lessons in order to evaluate and organize periodic tests in order to understand the students' learning status - Participate in the center's recruitment of teachers and teaching assistants Monitor teacher and teaching assistant adherence to the rules Control the completion and content of teachers' and teaching assistants' work, and submit monthly reports Keep an eye on the teaching situation and the effectiveness of the teacher's instruction Communicate directly with teachers and teaching assistants about the content of work, the status of students, and the placement of teachers in appropriate classes 2.1.2 Consultants: Consulting process in ETC has been standardized through years of practice There is a slight difference between consulting for students under years old and above However, in general ETC’s consulting process includes main steps 2.1.2.1 Contact and arrange an entrance test The consultant will briefly introduce customers about the English courses (the number of classes per week, time requirement, tuition fee) After that, she will schedule a suitable day for the student to take the entrance test 2.1.2.2 Deeper consulting and entrance tests After collecting parents and student information, ETC’s employees will have the student the test Usually a part-time employee will be in charge of supervising the testing process Meanwhile, the parents will take counsel from the consultant She will introduce needed information about the courses ETC has offered This information includes the course framework with output commitment, class size, teaching team, tuition fee with discount offers, tuition transfer, time requirement, course curriculum Should customers have any questions about the course, the consultant will help them Moreover, if the student is under years old, they will not have to take the entrance test, they will attend a trial class to see whether they are suitable with that level or not 2.1.2.3 Announcing test results and scheduling a trial class The staff’s center will mark the test’s answers and the professional director will evaluate the student's speaking skills The overall test result will be synthesized and informed to parents They will also receive feedback on their children's academic performance based on their test result Parents will be advised on which course is suitable for their children regarding their language ability, age and current timetable Students can choose to attend a trial class if they are still unsure about the course Also, the center can facilitate them for trial classes maximum should they wish to take more trial classes However, only the first class is free 2.1.2.4 Feedback and seal the deal After the trial class, the staff will transfer feedback on the students from the teacher and teaching assistant to their parents If the class level is suitable with their ability, the consultant will give advice on suitable timetable and required tuition fee In terms of tuition fee, parents will be advised on methods of payment, tuition reservation and transfer The center will provide a contract of tuition policy and reservation procedure to guarantee parents understand and follow the center regulations Usually customers are advised to make payment before the first official class If they wish to pay in installments, the consultant will instruct them to open a bank account to assist the payment process However, ETC will help them pay for the installment interest 2.1.2.5 Send required reference materials to customers ETC English Center uses an administrative application called Center Online as a tool to update the current academic performance of students Therefore, each parent will be given a Center Online account to keep track of all the announcements The information of the account will be sent via email along with student’s reference materials 2.1.2.6 After-sales service For the first few weeks of the course, the center employees will regularly send feedback to parents after each class to see whether the students are suitable with the current level of the course Usually, classroom managing staff will interact with parents via Zalo, exchanging information on students’ performance and other necessary information This final step will be elaborated in greater details in the next section of the report 2.1.2.7 After-sales service After-sales support, so called after-sales service, is any service provided after a customer has purchased a product It helps ensure that a customer receives as much use and value as possible out of their purchase This may entail training on existing features or education about new uses or capabilities The business reasoning behind after-sales service is that it can contribute to brand loyalty and repeat sales; happier customers tend to create repeat customers Good after-sales support can also result in postive word-of-mouth for a company 2.1.2.8 The company’s management system As mentioned in the previous part, ETC English Center uses an administrative system application called Center Online to update all the important information of students and teaching crew This system has been applied since 2019 and it has made interaction between parents and the center more quick-updated There are six main features of the software: Interactive, Academic, CRM (Customer Relationship Management), Report, CSO (Customer Service Office) and Account Below are the interfaces of ETC Center Online website, which is used by the center employees as well as Center Online application for parents: Figure 1: The interface of Center Online website Figure 2: The interface of Center Online application As shown in the picture, the Interactive feature of Center Online application has a variety of functions, namely: Timetable, Classroom, Test, Homework, Absence, Extra Curricular Event, Announcement, Tuition Fee, CSO, etc Thanks to this application, parents can keep track of their children's current performance, interact with the class manager when needed 2.1.2.9 Preferential value If students are unable to attend their class, the center can arrange another class with an equivalent level for them to cover Also, when customers pay tuition fees for a year course, they are granted 30 extra classes with a private tutor Students can use these extra classes to cover their knowledge gap or to enhance lesson content 2.1.3 Teaching support: - Share information about the content of the curriculum with teachers and teaching assistants, and make adjustments to the curriculum to suit the level and age of the students Encourage students to complete the exercise by providing reminders, testing exercises, and guiding them through the process - In addition to the main classes, ETC organizes support classes – this is a special program for students who pay tuition for a year or more Students will be given between one and one and a half hours to review and consolidate knowledge, allowing them to stay on track with the program as effectively as possible The primary responsibility is to assist students in reviewing previous lessons, assisting with employment, and resolving problems with English knowledge that students not understand 2.2 Experience lessons: In addition to applying theoretical knowledge to practice, I learned and gained a lot of experience for myself as a result of the practice:  The first thing I learned was to take responsibility for the work that was assigned to me Be aware of what you're doing and actively solve problems as they arise A person's sense of responsibility determines his or her attitude toward work, as well as the quality of the work  The second thing I learned was how to handle work with flexibility When you first start acclimating to a new environment, everything is too shocking to make you unable to adapt If you have a flexible personality, you will be able to adjust mentally as well as physically to adapt Whatever the circumstances, if you have this feature, you will find it easy to integrate because of your self-control and calmness  I've increased my communication I've had several opportunities to put my knowledge to use I've also increased my capacity to present in front of large groups and communicate my viewpoint In addition, I improved my communication, language, expression, problem-solving, and other abilities  The most important thing I've gained is self-assurance I was confident in my ability to master and solve problems I learned a lot about jobs that I had never studied or even considered before thanks to the training I learned a lot about jobs that I had never studied or even considered before thanks to the internship Those will be invaluable experiences that will boost my confidence when I graduate 2.3 Advantages and difficulties: 2.3.1: Advantages Overall, Although it is a private education enterprise, with 18 years of experience in construction and development, ETC has increasingly affirmed its position in the field of English training by consistently standing in the top centers of good quality that cannot be ignored Because of the complicated evolution of the epidemic, English centers in Hanoi are now continuing to let students out of school, making everything very difficult for businesses However, ETC English Center has implemented online classes to help students maintain their English learning, replicate learning models in various forms to be able to stand firm in difficult contexts, and contribute to improving the quality of foreign language training in 10 general, with a professional working style, optimism, positive spirit, and continuous efforts to adapt and respond to all circumstances Furthermore, the center collaborates with the ICP Institute of Clinical Psychology to provide psychological counseling and counseling services to children and individuals For myself, During my time at the center, I've been given favorable circumstances to participate in and manage the work here Then, put what you've learned into practice Furthermore, Mrs Vu Thi Bich Hai, the center's director, and Ms Nguyen Phương Anh the center's manager, instructed me to directly guide and instruct the assigned tasks so that she could quickly absorb and learn more from them My thoughts have become more adaptable to each situation I have made positive changes, I have become more and more complete and confident Working in a professional, friendly, and open environment, particularly in the English environment, which is very suitable for my current major, has provided me with the opportunity to improve my English skills, communication skills, customer service, and other office administrative skills I now have a better understanding of how an English center is organized and operated as a result of observation, exposure, and practical experience This allows me to strengthen my skills and knowledge as a foundation for building and developing my own career 2.3.2 Difficulties Since this is the first time I was able to work at a professional workplace, I have experienced a variety of problems and difficulties, such as:  Speaking skills: Despite the fact that I am a student at the University of Commerce, my communication skills are still restricted owing to the technique of studying grammar and diving into themes like translation theory, English culture, and American culture Since of my lack of practical knowledge and lack of ambition in learning, I had a lot of trouble working as a teaching assistant because I had a lot of vocabulary but couldn't communicate well  Heavy workload: 11 - The workload isn't very hard, but because I have so many classes at once, I spend the most of my time in front of the computer, correcting assignments and assisting students with their issues  Get accustomed to your new environments and capabilities: - Furthermore, the professional atmosphere necessitates direct contact with a select group of students As a result, I need to engage with them frequently in order to quickly resolve any issues that arise Due to the increase in the number of classes, the center requires more human resources to train for positions and long-term attachments In addition to maintaining and organizing online classes, there are still many problems that have not been resolved on time The nature of the work is not difficult, but it necessitates quick reception and processing Because I lack experience, many situations arise that are not handled immediately Backlogs can still be handled passively at times Customer service is one of the skills I need to work on improving in the future 12 CHAPTER III THE REALITY OF ENGLISH USAGE IN ETC EDUCATIONAL TRAINING AND  CONSULTING SERVICE CO.LTD 3.1 The usage of English at work 3.1.1 The current situation of the usage of English ETC is an English facility that has the goal of establishing a foreign language training center of prestige and quality in order to meet the growing demand for cultivating and improving the English level of officials, employees of organizations, companies, students of universities, colleges, and students at all levels As a result, English is a necessary component, even a necessity in several fields (such as training department, supervisory department) Human resources of ETC, in general, are also required and supervised to conduct transactions and interactions in English Employees of ETC are required to communicate in English, write the mail or write business correspondence, and prepare content teaching for the native teachers According to my practical experience, I find that this job of the staff at ETC must use English It is estimated that 90% of documents and programs are conducted in English Even in daily communication with students and teachers, they also use English to talk, which greatly improves the staff’s vocabulary and communication ability 3.1.2 The advantages - Because ETC is an English center, teaching and communication with students takes place in English As a result, English is widely used at ETC, particularly in the training department - In the training department, English is the main language utilized in the classroom with students (depending on level), with the primary goal of knowledge transmission 13 - The firm has specific professional criteria when it comes to hiring: ETC just only recruit native teacher All of the teacher is American, England, Australia 3.1.3 The disadvantages - English plays a vital role in our operation However, we can see the huge gaps among the departments Departments need to know a little English to be able to advise clients on courses and assist them better grasp the benefits of studying English - In recruitment, apart from Training Department, the company has not given specific requirements about English level, therefore, the staffs’ English skill is not good - It is undeniable that the number of employees who are fluent in both speaking and writing English is limited The majority of them can only read specialist English and cannot successfully converse or write in it This is really inconvenient when there is unexpected English-related work 3.2 Some solutions to improve the use of English in the working environment at ETC Employees' English abilities are now unequal, which has an influence on job productivity The firm should utilize the following ways to fix this problem:  Always encourage employees to freely use English in the company, and communicate with colleagues to increase foreign language reflexes Eespecially communicating with native teachers working at the center to improve English skills Besides, the company can exchange English in some meetings so that employees have the opportunity to approach the language environment  Contests can be held on public holidays so that employees have the opportunity to use English and be more confident in communication The company can also organize trips, and extracurricular activities and encourage employees to communicate in English.During recruiting, the firm should specify the particular English needs and review the English 14 level on a regular basis in order to increase motivation and positivity in the use of English  In the recruitment process, it is necessary to pay more attention to talented people, to focus on famous graduates or have English degrees The recruitment process also needs to be stricter and give more stringent criteria to select the best and most suitable candidates  Support staff to participate in English courses and prepare for certification exams  For each employee in the company, they must first form a love for their work to be inspired to learn Employees can learn by watching videos on how to use English in English center At the same time, they also creat a habit of listening to the podcast like TED talk, VOA Learning English, TED radio hour ……whenever they have time From there, everyon’s vocabulary will ve enhanced and developed quickly Through listening to character’s intonation in the drama, people will also develop better communication skills 15 CHAPTER IV PROPOSING THE TOPIC OF GRADUATION THESIS Today, English is the most widely spoken language on the world, and knowing it is essential for obtaining a higher-paying job Human resources must be of higher quality, with not just specialist expertise but also foreign languages and soft skills Also, because the English center, the English requirement is mandatory for all departments The ability to communicate in English at work has several advantages: Assists in ensuring the quality of instruction, builds strong customer trust, and attracts a large number of consumers due to their command of the English language, After a two-month internship at the company's training center, I discovered that the majority of the employees can listen and speak basic English well enough to interact with one another However, there is a significant variance in the amount of English usage amongst the departments Even in the training room, there are a few employees that have some grammatical and pronunciation issues This makes it difficult to employ communication skills effectively at work, particularly English Presentation is a valuable function that is essential for effective communication Most students find it challenging to improve their presentation skills They usually study grammar in order to appropriately read and write in English Despite this, they rarely present or use their grammatical expertise to so Therefore, they lack the confidence to talk and converse successfully in English This issue is attracting a growing number of students' attention I suppose that if students can utilize English more naturally before coming to work, this difficulty will be alleviated As a result, I decided on the theme:“A study on improving presentation skills for the Third-Year students of English Faculty at Thuong mai University” 16