internship report program consultant at sylvan learning joint stock company

INTERNSHIP REPORT PROGRAM CONSULTANT AT SYLVAN LEARNING JOINT STOCK COMPANY Major: ENGLISH STUDIES Student: Nguyen Thi Nhu Y - 2000005654 Academic Supervisor: Tran Thi Thanh Tam Ho C

THE BUSINESS COMPANY’S ACTIVITIES

To impart the joy of learning, and nurturing confidence and bravery to children from a young age, we are proud to successfully build English programs for all ages (calculations, Clever Kids, Amazing Teens, English) Communication English, General English), STEM knowledge support program (Conquering Robots - Robotics, Civil Engineers - Engineering, Super Junior Programming - Coding), Mathematical, Certificate Exam Preparation (IELTS), TOEIC, SAT) Besides, with many tutoring courses for children or review to consolidate knowledge when the new school year is about to start Sylvan has brought many practical values in teaching and learning, for Sylvan education is everything Many summer programs allow children to participate in real-life experiences outside of classroom hours

Three courses are considered the most prominent in Sylvan:

English for kindergarten- Smart Kids for children from 3 to 5 years old: The division of levels is based on the ability test when the child comes to the center, at this age the baby is quite small, so he can only test his ability through reflection by images and colors There are classes with 100% foreign teachers and classes with 50% foreign teachers Course duration included 8 levels- 48 hours of lessons/level

English for children - Clever Kids for children from 6 to 11 years old: Similar to the kindergarten course, but different in level and time Course duration has 10 levels- 56 hours/level equivalent to 14 weeks

English for teens- Amazing Teens from 12-16 years old

Picture 2, 3: Children aged 3 to 5 years old

Picture 2, 4: Children aged 12 to 16 years old

ASSIGNEDPOSITION AND RESPONSIBILITIES

During my two-month internship at sylvan learning Vietnam, I worked as a program consultant about the courses face to face at the center and over the phone Some of the missions when I worked for Sylvan Learning:

My first mission when I came to the internship was to read all the documents about the course such as course characteristics, age range, study time, and textbooks used

Because if I want to advise parents, I have to understand the courses well e Get parent information from the company website:

I was assigned to log on to the company's internal website to extract information from customers whose children were studying in schools ranging from 3 to 16 years old Then I have to check the commune that the phone numbers are correct or not or if there is any problem, I have to report it immediately to the manager to update again ® Note down information:

After checking customer information, I began to call each phone number to confirm an appointment with the center Exploiting their family about the child's school, grade, and old, try to ask them about personal information to persuade them to book the appointment, after finishing each call, I have to record their information on the software system to avoid data duplication e Answering questions from parents:

When parents have questions about course information or tuition fees, | have to take on the responsibility of explaining it to them Answer them through calls or messages, even the most effective way is to meet in person at the center e Support to pick up students:

The center regulates phone calls to avoid disturbing parents So after the time is up, I will have time to help pick him up and drop him off after every school hour.

DAILY TASK ASSIGNED

INTERNSHIP DIARY Title of position: Program Consultant Week 1: 12/6/2023- 18/06/2023

On the first day, I have the mission to read all documents about the company where I am working To make sure I have a deep understanding of the service, which the company is supplying to the client The main group client is a family has kids aged 3-16 years old I have to complete the report relate to the document I read yesterday

Begin learning how to approach the client by a call, and read the sample transcript which was given by the manager of the center Role-play the transcript with a partner before performing a call for the client

1 Research documents related to the company's products 2 Learn the order creation process

1 Statistics skills 2 Problem-solving skills Conclusions, notes, and comments:

1 New tasks need practice several times to complete faster

2 Because superiors are so young, they are highly sociable and empathetic with staff members

INTERNSHIP DIARY Title of position: Program Consultant Week 2 : (19/06/2023- 25/06/2023)

This is the second week | have worked at Sylvan Learning I continued to give a mission call to the client following the list that was supplied before, if their line was busy or no reply I had to call 2 times to make sure they pick up the phone and knew about the new program spend for their child After 2 times for calls, I have to change each other with my partner about the list to help us practice our skills when calling for the client and ensure the client never dismisses any information

1 Problem-solving and time management skills are applied in practice 2 Information search skills

1 Patient to solve the issue 2 Keep calm down when meet the fastidious customer

1 The supervisor and everyone are friendly and enthusiastic to support new people 2 Observing the company's rules and regulations

INTERNSHIP DIARY Title of position: Program Consultant Week 3: 26/06/2023 -01/08/2023

During week 3 I was assigned by the manager to call back customers who had made an appointment at the center, the purpose of this call was to remind them of their arrival time Support the difficulties they face when the arrival time has not been reconfirmed The confirmation call is made | day before the event, it's quite important

L Customer communication skills

1 Improving my communication skills with my colleagues 2 Acquiring Time management skills

1 New tasks need to complete faster

2 Superiors are so young, they are highly sociable and empathetic with staff members

INTERNSHIP DIARY Title of position: Program Consultant Week 4: 03/07/2023- 08/07/2023

This is my fourth week working at sylvan learning company This week I was able to talk directly with parents for the first time to convey information about the course at the center On the second day at the center, I continued my daily work of calling new customers when they saw that they wanted to check out the course when they followed and filled out the link on the Facebook page I am trained to add new knowledge and new skills at work There are many interns like me working at the center, we are encouraged to be more proactive in our work and know how to manage and take advantage of our time when we have the opportunity to practice

1 Listening skills 2 Note down and summarize skills Practical skills obtained:

1 Presentation skills 2 Speaking skills in front of people Conclusions, notes, and comments:

1 Professional and vibrant working environment 2 Each Department identifies clearly and long time

INTERNSHIP DIARY Title of position: Program Consultant

Week 5: 10/07/2023- 15/07/2023 Activities during the week:

On the first day of the week, my manager assigned me to try out a new feature of making phone calls on a system that directly links to the office phone She guided me through the step-by-step process, and after each call, I had to record any issues or challenges encountered Making calls to customers was not as simple as it seemed, as I often dealt with difficult and trate customers Despite this, I have been striving every day to do my best and fulfill the assigned tasks supported me a lot and are always happy to get along with trainees like me

1 Learning how to use company software

2 Increasing computer literacy Practical skills obtained:

1 Skills to edit documents on computers Conclusions, notes, and comments:

1 The supervisor and everyone are friendly and eager to help out newbies 2 The workplace is more formal and serious

INTERNSHIP DIARY Title of position: Program Consultant Week 6: 17/07/2023- 23/07/2023

I start my day by checking emails and updating my task list As a consultant, it's crucial to stay organized and prioritize my activities The first part of my day my instructor usually require involves prospecting and lead generation I reach out to potential clients through phone calls, emails, or networking events This initial contact helps establish rapport and identify their needs I research each prospect thoroughly to ensure that our products or services align with their requirements

1 Learning how to use company software 2 Skills to use digital technology at work Practical skills obtained:

1 Learn how to work effectively in a company 2 Improve keyboard capabilities

1 The working environment is more serious than the learning environment

2 The supervisor always responds to inquiries regarding the job

Title of position: Program Consultant

Last week, my company had a change of personnel for the position of central manager My old manager had to change jobs so I got a new instructor She set a new goal for us during the internship, which was to make 80 calls to parents a day and invite at least 2 people to the center to participate in the program She also taught us how to make phone calls, and also had to pick up the children and give the class to a foreign teacher to guide them when they came to class

1 Read and summarize material 2 Improve communication skills Practical skills obtained:

1 Increasing knowledge of the unit's operational situation 2 Effective listening skills

1 | have started to formulate the content of the internship with the help of everyone in the company

2 The business is very flexible with interns' schedules

Title of position: Program Consultant

Week 8: 31/07/2023- 06/08/2023 Activities during the week:

This is my last week here and the previous week the manager asked us to step up the call and invite parents to the center Every day I have to call and report the results to the workgroup on Zalo so that you can record the results At the weekend, we joined her in an event with parents and children to help them understand more about the program here

1 Know the needs of customersCHAPTER 4 INTERNSHIP EXPERIENCE

My recent experiential internship, facilitated by the school, has been an invaluable experience The working environment is sociable, and the staff is friendly, which has greatly aided me in fulfilling my duties at work

One aspect that stands out is the support and encouragement I receive from my instructor They consistently provide me with opportunities to learn and express my opinions and qualities This exposure to new knowledge and skills, beyond what I learned in school, has been incredibly beneficial Additionally, my inquisitive nature has driven me to actively seek out new information and learn continuously

Perseverance is another quality that has played a significant role in my success during this internship I am not afraid of making mistakes and have learned how to accept and learn from them This self-awareness and ability to embrace my imperfections have contributed to my personal growth

Furthermore, my quick adaptability has been a valuable asset in this role I can adjust to new situations and challenges with ease This adaptability extends to my interpersonal skills as well I maintain a positive attitude toward everyone, and ina team setting, I collaborate effectively with others to ensure the completion of all assigned tasks

During my experiential internship, my keen observation skills have been instrumental in keeping track of the daily activities of my colleagues This ability has allowed me to quickly absorb the knowledge being imparted to me

Additionally, my perfectionistic nature has motivated me to complete tasks with the utmost attention to detail, minimizing errors in my work

Moreover, the communication and interpersonal skills I have acquired through my academic training have greatly aided me in interacting with individuals daily These skills have facilitated effective communication and smooth collaborations with my

20 colleagues My internship experience has been enriched by my observation skills, perfectionism, and academic training in communication and interpersonal skills

These qualities have contributed to my ability to navigate the work environment and communicate effectively with others

Overall, my experiential internship has been a transformative experience, enhancing my academic knowledge and personal qualities

The most significant challenge I encountered during my internship was the lack of prior experience and professional knowledge in the specific field I was interning in

Since I had not previously engaged in this particular role or received formal training related to the tasks at hand, I faced difficulties in quickly adapting to the work environment and efficiently completing assigned duties The absence of relevant expertise and familiarity with the job requirements often resulted in delays in accomplishing the given assignments

I encountered during my internship was the effective management of time while juggling both academic commitments and work responsibilities Making decisions regarding prioritizing time between work and school became particularly challenging due to the inability to take unplanned leaves from either The demanding nature of the working environment and the necessity to attend school necessitated a high level of discipline and time management skills Consequently, I found it quite challenging to effectively manage my time in this context

Another challenge I faced during my internship was the considerable distance between my workplace and my residence, requiring me to endure a nearly one-hour commute each day Dealing with the current traffic conditions, especially in hot weather and during peak hours, proved to be exceedingly troublesome The constant traffic congestion not only consumed a significant amount of time but also made it challenging for me to determine the ideal departure time to avoid being late for work The combination of these factors made it quite difficult for me to navigate the commute effectively and arrive punctually at my workplace

Industry Insights: The internship provided me with a comprehensive understanding of the industry's dynamics, including emerging trends, best practices, and common industry norms This knowledge will prove invaluable when pursuing a career in the same industry or related fields

Networking Opportunities: The internship also facilitated the establishment of professional connections and expanded my network Engaging with industry professionals allowed me to foster relationships that may lead to mentorship, references, and potential job opportunities in the future

Resume Enhancement: The knowledge and experience gained during the internship significantly bolstered my resume, making me a more competitive candidate in the job market Employers tend to value individuals with practical work experience, and having an internship listed on my resume will undoubtedly give me an advantage during the job application process

Confidence and Self-Awareness: Through the internship, I have developed a heightened sense of confidence in my abilities and a greater self-awareness of my strengths and areas for improvement This newfound self-assurance and self- awareness will undoubtedly contribute to my personal growth and facilitate my advancement in my chosen career path

Soft skills that I further developed and honed during my internship:

Adaptability and flexibility: I can adapt to new things very quickly through the practice process, and | have more time to practice and promote it It has helped me to bring about very high work efficiency, fast completion of work, and flexible problem-solving when encountering unexpected situations that help develop myself beyond expectations

Time management: | have two months internship so in those two months | have fully developed my time management skills When it comes to balancing the two, I have to consider the amount of time I have How to use it when getting work done

22 and when going to school Prioritize time to avoid wasting time In two months of experience, I gradually have better time management than before

CHAPTER 5 CONCLUSION AND RECOMMENDATIONS

The internship holds significant importance for the student as it provides the student with invaluable opportunities for growth, learning, and professional development

Firstly, the internship offers me a chance to apply the theoretical concepts I have learned in a real-world setting It allows me to see how my academic knowledge translates into practical skills and tasks This hands-on experience helps solidify my understanding and enhances my competence in my field of study

Secondly, the internship exposes me to the realities of the professional world I have the opportunity to work alongside industry professionals, observe my work practices, and learn from my expertise This exposure helps me develop a realistic understanding of the industry, its dynamics, and the expectations and demands of the workplace

The internship also helps the student gain a clearer sense of their career aspirations and goals By working in a real-world setting, they can explore different roles, industries, and work environments This firsthand experience allows me to make informed decisions about my future career path and helps shape my professional identity

Moreover, the internship can enhance the student's soft skills, such as communication, teamwork, and problem-solving They have the chance to collaborate with colleagues, navigate challenges, and develop essential professional skills that are highly valued in the workplace

In conclusion, the internship holds great importance for the student as it offers them the opportunity to apply their academic knowledge, gain practical experience, understand the professional world, build a professional network, clarify their career

25 goals, and develop essential soft skills It serves as a crucial stepping stone in their journey towards a successful career

In two short months at sylvan learning Vietnam as a consultant for a children's English center I have had a lot of valuable experiences when interacting and working with highly professional staff Most of my work is contacting and exchanging information with many customers of married age and children, the main form of work is direct consultation at the center or via desk phone, to provide Provide them with the latest information on English language courses In addition, I also have to communicate with native teachers to exchange with them information about students studying in class, to solve difficulties or problems that students face

After this internship, I feel that I have more confidence than before, in addition to having more patience to do things Office computer skills have improved more clearly, confidently speaking in front of a crowd about their opinions, changing their thinking, and having a more flexible way of thinking in problem-solving The spirit of discipline and setting my principles, each lesson in 2 months of practice helps me change a positive direction to see the problem and become more mature

During my internship and tenure at Sylvan Learning Vietnam, | have identified several suggestions for improvement in the areas of human resources and workload management

Regarding human resources, despite the company's medium to large size, the workload is substantial and continuously increasing Therefore, it is imperative to consider recruiting additional personnel to meet the demands of the organization effectively By increasing the number of employees, the company can distribute the workload more evenly and ensure that tasks are completed efficiently and on time

In terms of workload management, it is crucial to address the issue of employees who are currently handling an excessive number of responsibilities This situation can lead to burnout, decreased productivity, and potential errors in task execution

To mitigate these risks, it is recommended to redistribute tasks and responsibilities more equitably among the workforce This approach will allow employees to focus on their core responsibilities and perform at their optimal level, thereby enhancing overall efficiency and effectiveness

Students, they should try hard to learn skills right from the first years of university

Follow the instructions of the lecturers, because the subjects in the framework program of the industry are very necessary, 1t determines the process of formation and development later Soft skills subjects or practical experience classes are all useful to students In addition, when coming to the workplace, it is necessary to have a learning attitude towards the brothers and sisters at the company, about how to handle situations, solve problems, and skills needed when working.