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Ineffective secondary esl teaching at shine international school ba ria campus

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UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Bui Le Phuong Thao INEFFECTIVE SECONDARY ESL TEACHING AT SHINE INTERNATIONAL SCHOOL - BA RIA CAMPUS MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City - 2021 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Bui Le Phuong Thao INEFFECTIVE SECONDARY ESL TEACHING AT SHINE INTERNATIONAL SCHOOL - BA RIA CAMPUS MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: DOCTOR NGUYEN PHONG NGUYEN Ho Chi Minh City – 2021 ACKNOWLEDGEMENT I would like to express my thanks to my supervisor, Doctor Nguyen Phong Nguyen, for supporting me During the time of doing the thesis, his advice helps me get through all my work mistakes My completion of this project could not have been accomplished without the support of the Board of managers of SHINE BR, Mr Ngoc, Mr Duc, Ms Duyen, Ms Hong Thanks should also go to my friendly colleagues Furthermore, I would like to express my sincere thanks to UEH – International School of Business for having me on this fantastic journey It is my pleasure to be a member of the glory ISB.MBA cohort 10 Table of Contents ACKNOWLEDGEMENT LIST OF ABBREVIATIONS LIST OF TABLES Executive summary Chapter Background 1.1 Company background 1.2 Symptoms 1.2.1 High student mobility rate in Secondary 1.2.2 A high number of parent complaints 12 1.2.3 Low parent satisfaction in Secondary 13 1.2.4 The importance of the symptoms 14 Chapter Problems identification 17 2.1 Potential problems 17 2.1.1 Secondary ESL teaching is ineffective 17 2.1.2 Secondary Vietnamese teachers can not adapt to parent's need 19 2.1.3 Tuition fee is high 20 2.1.4 Old school facility 21 2.2 Central problem validation 24 2.2.1 Manager's perspectives 24 2.2.2 Customer's perspectives: 25 2.2.3 Central problem is selected to be solved 25 2.3 Central problem definition 'Ineffective Secondary ESL teaching' 25 2.4 Problem existence 26 2.5 Problem importance (Consequences) 28 Chapter Causes validation and solutions 31 3.1 List of real causes 31 3.1.1 Initial list of causes 31 3.1.2 Qualitative research findings 33 a Lack of experienced teachers 34 b Lack of using the teaching aid 34 c Lack of effective training 35 d Curriculum is not stable 36 3.1.3 Causes evaluation 36 3.2 The set of solutions 38 3.3 Change plan design 43 3.3.1 Objective 43 3.3.2 Targeted outcomes 44 3.3.3 Action plan implementation 44 References 48 Appendix 1: Interview Guide 53 Appendix 2: The transcript – Campus Principal 55 Appendix 3: The transcript – Academic Vice-principal 59 Appendix 4: The transcript – Head of Student Care Department 62 Appendix 5: The transcript – Head of Admission Department 64 Appendix 6: The transcript – Parents and Student 66 LIST OF ABBREVIATIONS ESL Moet SHINE BR English as a Second Language Ministry of Education and Training program SHINE international school – Ba Ria Campus LIST OF TABLES Table Student mobility in grade 12 Table The result of the school survey - December 2020 14 Table The result of the school survey 18 Table ESL standard at SHINE international school system 27 Table ESL assesment statistics - December 2020 28 Table Summary of causes evaluation 37 Table Alternative solution in steps 39 Table 8.Alternative solution in steps 41 Table 9.Alternative solution in steps 42 Table 10 Action plan 47 LIST OF FIGURES Figure Revenue distribution of SHINE International School System in 2019 – 2020 Figure The Organizational Structure of SHINE BR – 2021 Figure The number of student mobility in SHINE BR, 2016 - 2020 10 Figure Student mobility rate in SHINE BR, 2017 - 2021 11 Figure Student mobility rate in SHINE International School System 2019 - 2020 11 Figure The number of parent complaints, June 2020 to March 2021 12 Figure The initial cause-effect map 23 Figure The updated cause-effect map 30 Figure The final cause-effect map 37 Executive summary In Vietnam, education is always considered the most important Vietnamese put a very high value on education, and households are inclined to spend a significant amount of resources on their children's education (1) Education is also a service supplier, parents or students are the school's customers, and parents are the key decision-makers Hence, SHINE BR has low parent satisfaction, a high student mobility rate, and a high number of parent complain The research focuses on finding the main problem, following finding the critical cause, and proposed the best alternative solution to solve the cause to help SHINE improve the performance To find the issue that SHINE BR is challenging, the author conducted in-depth interviews with the school's Board of managers, unsatisfied parents, and 'mobility students' Through in-depth interviews, using the figures and data from SHINE BR, relevant literature, and advice from the Campus Principal, the root cause was determined as ineffective Secondary ESL teaching After further rounds of interviews and literature support, the potential causes that affect the central problem are lack of experienced ESL teachers, lack of using teaching aid, lack of effective training, and curriculum is not stable Following investigating and in-depth interviews, the root cause is determined to lack of effective training The possible alternative solutions for improvement of lack the effective training are Reevaluating and enhancing online training effectiveness, Development training and professional development plan for ESL teacher, Promulgating policies to encourage selftraining Basing on the cost-benefit analysis, the development training and professional development plan for ESL teachers is feasible to solve the ineffective Secondary ESL teaching at SHINE BR The solution is to benefit from available resources, which cost around VND 900,000,000 plus training cost and long-term This solution not only improves the ESL teaching effectiveness but also increases the school’s reputation Chapter Background 1.1 Company background From the 2020 – 2021 academic school year, SHINE BR's vision is to become a worldclass bilingual school By choosing the Human education philosophy, placing people in the center of life, SHINE BR carries the mission of training the generations who have outstanding intelligence, soul, fitness, and skills to live happily, international integration, and become responsible global citizens SHINE BR also has six core values that focus on developing good moral foundations amongst students, which include: Integrity, Prestige, Romance, Harmony, Kindness, and Leadership SHINE BR offers a bilingual teaching and learning program encompassing the Vietnamese Ministry of Education and Training program (MoET program) and the English as Second Language program (ESL program) ESL Program is the key selling point of SHINE BR According to a school survey in 2019, 80% of parents said they chose SHINE BR as the ESL program Established in 2016, up to May 2021, SHINE BR has 1,090 students from kindergarten to grade 12 and more than 300 teachers & staff SHINE BR has always been one of the essential units of SHINE International School System, contributing 49% to SHINE International School System's revenue 21% 22% 2% 6% 49% SHINE HL SHINE HUE SHINE DN SHINE BR SHINE SG Figure Revenue distribution of SHINE International School System in 2019 – 2020 (Source: Financial Department of SHINE International School System) SHINE BR includes Operation Block and Academic Block, which detail departments was shown in the following figure 'the organizational structure' In which departments, the Student Care department takes responsibility for taking care of customers (parents, students) and rating students change schools for reasons other than getting promoted to the next grade in a new building (also known as student mobility) Academic Block focuses on teaching and learning, program curriculum, and student activities CAMPUS PRINCIPAL OPERATION BLOCK Admission Department Finance Department HR Department ACADEMIC BLOCK Facility Department Student Care Department Kindergarten Primary Secondary & Highschool ESL Figure The Organizational Structure of SHINE BR – 2021 (Source: HR department of SHINE BR) 1.2 Symptoms 1.2.1 High student mobility rate in Secondary Mobility in education can mean families move from city to city or state to state as employment and housing change However, it can also mean families move their children from one school to another within the same area for other, more personal reasons (2) In this research, we focus on the second meaning of student mobility In summary, a student who does not continue to enroll in SHINE BR calls student mobility Two waves of the Covid-19 pandemic in Vietnam in 2020 and 2021 make the education industry faces difficulties in admission To understand SHINE BR's real problem, the author explores the yearly report of SHINE BR and realized that the student mobility rate in the 2019 - 2020 academic school year is higher than the statistic in history The student mobility rate is still high in the first semester of the 2020 – 2021 academic school year (10%) Student mobility's rate is highest over the past four years: Number of student mobility Total student 950 1000 900 800 700 600 500 800 600 350 400 300 200 100 150 50 30 40 2016 - 2017 2017 - 2018 2018 - 2019 2019 - 2020 Figure The number of student mobility in SHINE BR, 2016 - 2020 (Source: Student Care department of SHINE BR) In many years, SHINE BR has always been one of the best admission schools The student mobility rate always keeps less than 5% per year; SHINE BR targets to control the student mobility rate is less than 5% Additionally, the student mobility rate of SHINE BR's competitor is less than 10% (VA School is 8%; SIS is 6%, source: school's market research - 2020) According to the internal data, the student mobility rate in SHINE BR in the 2019 – 2020 academic school year is higher than the expectation, which is 16% The student mobility rate in the first semester of the 2020 – 2021 academic school year is 10%, and it is estimated up to 20% at the end of the 2020 – 2021 academic school year A high student mobility rate is a symptom that is easy to recognize and reflects some implicit issues Mr Ngoc – Campus Principal said that: "As the yearly report that you have seen from the financial department, since 2019, the school business has become difficult The number of students who move out of our school (mobility) is increasing and reach the highest rate ever after." The below table clearly shows the student mobility rate in SHINE BR from 2017 to 2021 10 51 Darling-Hammond, L., and M W McLaughlin Policies That Support Professional Development in an Era of Reform Phi Delta Kappan; 1995 52 Linda Darling Effective Teacher Professional Development 2017 53 Cambridge Teacher Professional Development 2018 54 Maria Kampen Five ways to make teacher Professional development effective 2019 55 King and Newman ( Building school capacity through professional development In 2001 56 Craft, A Continuing Professional Development: A Practical Guide for Teachers and Schools London: Routledge; 2000 57 Yoon KS Reviewing the evidence on how teacher professional development affects student achievement - Summary :5 52 Appendix 1: Interview Guide Research objectives: - Find out the importance of symptoms and the central symptom; - Find out potential problems and the central problem; - Find out potential causes and the main cause; - Suggested solutions Duration times: 10 – 20 minutes/ interview Interviewees: No Name Position Mr Phan Ngoc Campus Principal Mr Nguyen Minh Duc Academic Vice Principal Ms Nguyen Thanh Hong Head of Student Care Dept Ms Tran Thi Kim Duyen Head of Admission Dept Secondary Parent Secondary Parent Overall discussion framework (In-depth interview) No Main session Objective Timing Overall Intake and orientation the business 2–3 minutes information situation of SHINE BR Symptom and Identify the importance of symptoms possible reasons and the central symptom Identifying the main problem 5–10 minutes Identifying the main cause Suggested solutions Identifying best alternative solution 3–7 minutes 53 Question of in-depth interview with Campus’s Board of manager 5.1 Can you introduce something about yourself and the position you are working on this campus? 5.2 How about the business performance of SHINE BR? 5.3 Could you please share your opinion about the student mobility rate in the 2019 – 2020 academic school year? How it impacts your operation? 5.4 According to you, who is the main decision of this situation, parent or student? 5.5 SHINE BR has the highest number of parent complaints in the SHINE international school system, could you share your opinion? How it impacts your operation? 5.6 Could you share your opinion about low parent satisfaction in Secondary? How it impacts your operation? 5.7 What are the reasons for main symptoms? 5.8 In your own opinions which are the most important reason? 5.9 Which causes lead to that reason, what is the root cause? 5.10 What are your solutions for the causes? Question of interview with parent mobility parents and don't satisfaction 6.1 What is reasons are you not satisfied with the school? 6.2 What is the top reason? Interview with ESL teacher 7.1 Which causes lead to ineffective teaching in ESL? 7.2 What is the root cause? 54 Appendix 2: The transcript – Campus Principal Ø Interviewer: Bui Le Phuong Thao (Summer) Ø Interviewee: Phan Ngoc Thank you for your acceptance to meeting with me today Today is a great chance for us to the depth analyze some problems on your campus Could you please introduce yourself? Hello Summer My name is Phan Ngoc, I worked in SHINE BR since 2016 as an Academic Vice Principal, and from 2017, I was promoted to Campus Principal How about the business performance of SHINE BR? As the yearly report you have seen from the financial department, since 2019, the school business has become difficult The number of students who move out of our school (mobility) increases and reaches the highest rate ever after I received many complaints from the customer care department from headquarter As the results of the parent satisfaction survey, the average score is not positive too Could you please share your opinion about the student mobility rate in the 2019 – 2020 academic school year? The 2019 – 2020 academic school year had the highest number of student mobility ever after According to our prediction, the number of student mobility of the current academic school year is even higher than last year In the first semester, there was 16% of students move out of our school How it impacts your operation? In education, both the finance index and the non-finance index reflect the school's quality Student mobility rate is an important element in the financial index: the higher the student mobility rate, the lower the financial performance Our campus also sets up KPI for all teachers and staff to control the student mobility rate of less than 5% If not, the yearly bonus will be cut In which grade the highest student mobility rate? 55 The Secondary has the highest student mobility rate The exact number you can find in the Student Care Department According to you, who is the main decision of this situation, parent or student? In my experience, in Secondary, students not take many stances in this case, the parent is the decision-maker Parent satisfaction is critical in student mobility's decision According to our school survey, dissatisfied parents will give a low score on whether they want to stay with the school SHINE BR has the highest number of parent complaints in the system, could you share your opinion about it? Not only the complaints from Customer Care department of headquarters, but the complaints directly to our Campus's Student Care department is also so much We have to spend much time dealing with complaints Most of the complaints are related to teaching at the school, which is difficult to improve in the short term, so the number of complaints still increases Which grade these complaints come from the most? Most of the complaints sent to Customer Care of headquarters will be anonymous, the complaints at the school not have a record, so it is not possible to calculate which grade level has the most complaints How it impacts your operation? Very influential It took us much time to handle the complaints, and these complaints affected the image and reputation of the school a lot 10 According to the parent satisfaction survey, the score of parent satisfaction is neutral, the score of Secondary's parent satisfaction is less than neutral Could you share your opinion about that? Indeed, Secondary has many issues that need to be improved In particular, the results of this satisfaction survey are very important, as it contributes to predicting the number of parents re-enrolling for the following year With such a low-grade point average for parental satisfaction, we need to act now 56 Parents who are not satisfied will not allow their children to continue studying at the school, which will lead to an increase in the number of students out As you know, the quota for the number of students out affects the business results of the school and affects the reputation of the school In addition, when parents are not satisfied, it proves that the school is not operating effectively, if this cannot be resolved, it will be very difficult for the school's development Until now, most of the school's customers come from the parents' referral channel, if parents are not satisfied, they will not recommend it to others In short, parental satisfaction is the key factor 11 What are the reasons for low parent satisfaction? All SHINE International School System campus uses the same program, but our teaching effectiveness is only fourth in the system (4/6) The Lack of training for teachers when changing books/ curriculum, Lack of quality teachers' resources and Lack of headteachers are the main reasons for the ineffectiveness of teaching Teacher is the key to improving learning; because they have a powerful impact on the quality of student learning Most parents complain that our Vietnamese teachers are too young Besides that, our teachers not have enough adequate training to improve their teaching skills To control the finance, we recruit almost all young teachers with less than two years of experience If the school does not have any plan for learning and developing, our teachers can not adapt to the need of parents The school's facilities are very old, every year the school tries to maintain, but it does not improve much because of the limit of maintained cost, while our competitor - SIS has very good facilities 12 In your own opinions, which are the most important reason? The academic is at the heart of education The key factor to determine the competitive advantages of the private school is ESL Program's effectiveness, in another word, is ESL teaching's effectiveness One of my important KPI is to improve the teaching effectiveness of ESL program in the next academic school year In SHINE BR, we know the importance of academics, especially the ESL program 13 Which causes lead to that reason? 57 Teachers are key to improving learning; because they have a powerful impact on the quality of student learning, in ESL Curriculum, Quality teachers are especially play an important role However, in Ba Ria - Vung Tau province, ABC Ba Ria is facing an acute shortage of qualified English teachers Beside that, there are some teachers have no adequate training Expat teachers not prepare a lesson plan for every class taken In addition, the application of teaching aids is especially important in improving the effectiveness of ESL teaching Creating an English environment is essential A class has twenty-five students, if teachers not apply teaching aids such as images, videos, music, smart boards to increase students' interest, students will not pay attention to the classroom, and lead to ineffective teaching SHINE BR not have any plan for training and development 14 What is the root cause? Lack of training for ESL teacher 15 What is your solutions for the causes? This year, the English team in Secondary will focus on building effective teaching methods guidelines at the school and developing a roadmap to train teachers This training is not just one session or two sessions, but it will have continuous training and on-the-job training Our goal is to ensure that even a young teacher with no experience will still have to teach effectively, meeting the program's output quality standards To that, we must focus on researching which teaching methods are most effective to apply in SHINE BR 58 Appendix 3: The transcript – Academic Vice-principal Ø Interviewer: Bui Le Phuong Thao (Summer) Ø Interviewee: Nguyen Minh Duc Hello Mr Duc, could you please introduce about yourself? Hi Summer I am Nguyen Minh Duc – Academic Vice Principal of SHINE BR I work here for years I take care of academic of Secondary & Highschool There are some troubles in the report related to Secondary, how about the performance of Secondary in SHINE BR As you all know, the number of student mobility in Secondary is highest in SHINE BR, the score of parent satisfaction is lowest It had us in a difficult situation Could you please share your opinion about Secondary student mobility rate in 2019 – 2020 academic school year? How it impacts on your operation As I said, the number of student mobility in Secondary is highest in SHINE BR It had us in a difficult situation According to you, who is the main decision of this situation, parent or student? Parent Middle school students not have much self-determination in learning, most of them follow the arrangement of their parents Could you share your opinion about low parent satisfaction in Secondary? How it impacts on your operation When looking at the survey results report, the parents' satisfaction score for middle school is the lowest corresponding to the highest number of transfer students We all understand the need to raise parental satisfaction levels to keep students Dissatisfied parents show that we have not done well, according to the survey, parents are not satisfied with the program the most What are the reasons of low parent satisfaction? I received a lot ofmanynts about our quality of school program Detailly, parents complaints that our ESL teaching is ineffective, the result is students can not develop 59 their English skills The change of ESL's ccurriculumalso made the ESL teaching ineffective From 2016, the school changed ESL's ccurriculumyearly The school also changed the ESL books following the curriculum's curriculum'schange In your own opinions which are the most important reason? In Secondary, parents are concern about their children's learning results, especially ESL results A good program without effective teaching is still useless Then, from my perspective, ESL teaching is the central problem which we should solve The effectiveness of ESL program was almost shown on the comparison between school's promise and student's achievement For advertisement, at the end of 5th class, the students participate in examination to receive Cambridge Flyers certificate, at the end of 9th class, the students take the examination to take General IELTS 5.0 and the end of 11th class, and students take the examination to take Academic IELTS 6.0-6.5 With this standard output, students are exempted from taking the examination in English at 12 class and have enough conditions to follow learning at University with International program It's also mean the effective ESL program means 100% student who adapts the requirements of entrance test can get that standard after studying our school Parents complaint that the quality of ESL teaching is not good because their children not develop their English skill after a period learning ESL in SHINE BR Which causes lead to that reason, what is the root cause? For the teaching, not only the teacher but also other shareholders such as students, managers Here we will refer to the participant that the school can control, so I temporarily ignore the factor related to students It is easy to recognize, the first reason is teachers, most of the teachers at the school are fresh graduates who not have much experience in teaching, so they are still limited in interacting with students Young teachers also have a limitation that they not have much social knowledge to share with students in English The most effective way to teach English is through activity If the knowledge of the teacher is not good enough, the activities will not be varied and the story that the teacher tells the students will not be attractive 60 Although the school is equipped with a lot of modern teaching aids, teachers lack applying these tools in teaching Another weakness point for the English program is that the ccurriculumis not stable Every year we change a curriculum The teaching plan for the next year is not inherited from the previous year, but it takes a lot of timmuchuild It affects the effectiveness of teaching And, teacher not join enough training to develop their professional skill is also need to considered What is the root cause? I think the change of ccurriculumand training 10 What is your solutions for the cause? The first is that I have suggested to the system's academic department not to change the ccurriculumanymore or if there is a change, there must be research and a roadmap to apply it In addition, I am assigning the headteacher to train the best modern English teaching methods so that teachers can increase their teaching effectiveness 61 Appendix 4: The transcript – Head of Student Care Department Ø Interviewer: Bui Le Phuong Thao (Summer) Ø Interviewee: Nguyen Thanh Hong Good afternoon Could you please introduce about yourself? Hello Summer I am Thanh Hong in charge of taking care of students at SHINE BR Could you please share your opinion about student mobility rate in 2019 – 2020 academic school year? How it impacts on your operation The number of students out is too high, her department is still thinking of a solution to solve this problem How it impacts? Student Care Department takes responsibility for taking care of customers (parent, students) and controls student mobility According to company rules, if any student transfers to another school, the campus had to pay the penalty In which grade the highest student mobility rate? Total number of student mobility in Secondary is 60 (2019 – 2020), and in the first semester of this academic school year, the number is 48 Grade nine have a highest student mobility's rate At the end of the semester and the end of the school year, it will have the highest student mobility rate Last academic school year is so specific, because of COVID 19, the school year was from August 2019 to August 2020 SHINE BR have the highest number of parent complaints in system, could you share your opinion about? How it impacts on your operation I received many complaints from the corporate office and the number is increasing In particular, the content related to the quality of the ccurriculumaccounts for the majority, which is extremely serious because the program's quality is a decisive factor for the school's success No matter how well we take care of, but the program is not good, the teaching is not good, the parents are still not satisfied, and if they find another better school, they will transfer their children 62 We should not only focus on solving the current complaints without growing parent satisfaction The main reason why parents make a complaint is they got disappointed That why our school focuses on improving parent satisfaction in advance Could you share your opinion about low parent satisfaction in Secondary? How it impacts on your operation Sure, this greatly affected the operation of the school Parent satisfaction scores from last December's survey were just slightly above average In particular, for Secondary, the parent satisfaction score is below average, which makes us seriously review the school performance Parents are dissatisfied with SHINE BR is the main reason why they transfer their students to another school One of our important tasks is to keep parents feel satisfied with the school What are the reasons of low parent satisfaction? I think tuition is one of the important factors for parents to decide whether to let their children go to school or not The quality of program is also the deciding factor, especially ESL program Young teachers also are an important reason Can you clarify the quality of program? Specifically, the teachers teach well, the students understand the lesson, and make progress? These are the things that significantly affect the satisfaction of parents In your own opinions which are the most important reason? Many parents complain about students studying at international schools having to take extra classes outside English centers, which are very expensive I tIfaching English at school is effective, students won't have to take different lessons at the center 10 Which causes lead to that reason, what is the root cause? You should ask Mr Duc for more information related to academic factors 63 Appendix 5: The transcript – Head of Admission Department Ø Interviewer: Bui Le Phuong Thao (Summer) Ø Interviewee: Tran Thi Kim Duyen Could you please introduce about yourself? Hello, my name is Kim Duyen I am the Head of Admissions Department I am in charge of the performance of the admission of SHINE BR How about the performance of the admission of SHINE BR? No good COVID-19 makes our school very difficult in admission At the same time, the number of parents who refer new parents to the school is also less than in previous years Parents suggestion is an important source for admission to our school According to the school survey, the number of parents willing to refer their friends and relatives to join the school is less than 70% Could you please share your opinion about student mobility rate in 2019 – 2020 academic school year? The number of transfer students is too high, we have to recruit a new number to make up for the number of transfer students to achieve the set target because the school's target is the accumulated student Even, the number of student mobility in the 2019 – 2020 academic school year was concentrated in January 2020 (after the first semester), before the Covid-19 Therefore, the data was not impacted by the COVID-19 situation How it impacts? If students left SHINE BR because they were not satisfied with the school, there would be a bad reputation Our school is a private school, it is not easy to recruit new students 70% of our customers come from word of mouth channel If students leave our school because they are not satisfied with our school, there will be a bad reputation In any year, there are many students out, and next year's enrollment will be very difficult According to you, who is the main decision of this situation, parent or student? Parents Our service users are students but the decision makers and spenders are parents Could you share your opinion about low parent satisfaction in Secondary? How it impacts on your operation 64 Lack of communication between our school and the financial department of SHINE International School System (our head company) in tuition fee set up made the tuition fee unseasonable There is no promise to keep the same tuition fee for current parents because our parents not trust our school What are the reasons of low parent satisfaction? In recent years, the enrollment was difficult because of high tuition fees Those are also the problem of parent dissatisfaction In your own opinions which are the most important reason? Ba Ria - Vung Tau province parents are very interested in the school's ESL program, especially learning with foreign teachers When organizing enrollment seminars, most parents are interested in English teaching Which causes lead to that reason, what is the root cause? I think you should ask Academic team to clarify this question 65 Appendix 6: The transcript – Parents and Student Ø Interviewer: Bui Le Phuong Thao (Summer) Ø Interviewee: Secondary parents, A secondary student What is the reason you decided to transfer your children to another school? Parent 1: I was very disappointed when I enrolled in this school I had high expectations for the program Among them is the quality of English teaching There is much time for ESL in students' timetables, but teachers' quality is not good Especially foreign teachers Parent 2: The reason why I choose SHINE BR is the ESL program In SHINE BR, I expect an ESL program but it not to be improved My child can not communicate in English after years in SHINE BR If in theaching of ESL program could not be improved, I wi in the next yearll move my child to another school Parent 3: My child's English level is so good, but whe does not develop her English level when she studied in SHINE BR I planed to move her to a public school, and she will take the extra English program at the English center, I think the teaching in the English center is better than here Student 1: The ESL lessons are so boring I not good at English but teachers speak in English all time I am stressed when studying ESL lessons 66 ... MINH CITY International School of Business Bui Le Phuong Thao INEFFECTIVE SECONDARY ESL TEACHING AT SHINE INTERNATIONAL SCHOOL - BA RIA CAMPUS MASTER OF BUSINESS ADMINISTRATION SUPERVISOR:... 600 500 400 SHINE HL 150 SHINE BR 49 SHINE DN 100 SHINE HUE 20 SHINE SG Figure Student mobility rate in SHINE International School System 2019 - 2020 (Source: SHINE International School System)... SHINE HUE SHINE DN SHINE BR SHINE SG Figure Revenue distribution of SHINE International School System in 2019 – 2020 (Source: Financial Department of SHINE International School System) SHINE BR
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