CHAMP Session

Interactive Learning Session with the Teaching Quality Team

51talk Proprietary and Confidential

 Objectives:
BE more mindful
of the Teaching Quality Standards

AVOID having any complaints

in your classes in the future.

Apply the things that you’ve learned

in this session in your classes.

51talk Proprietary and Confidential

Let’s START with a GAME!

51talk Proprietary and Confidential

Low Level Complaints

51talk Proprietary and Confidential

 Types of Low Level Complaints

1. Teaching Skill
• Insufficient TPR
• Insufficient Realia/Teaching Aids
• Ineffective Time Management
• Level-inappropriate
Speaking/Teaching Style 51talk Proprietary and Confidential
 Types of Low Level Complaints

2. Attitude
• Lack of Enthusiasm
• Voice Animation
• Facial Expressions
• Hand Gestures
• Energy Level

51talk Proprietary and Confidential

 Types of Low Level Complaints

2. Attitude
• Impatience

• Briefly Distracted

51talk Proprietary and Confidential

 Types of Low Level Complaints
3. Language Skills
• Strong Local
Intonation/Accent
• Inaccurate Key word
Pronunciation
• Grammar
• Fluency
51talk Proprietary and Confidential
 Types of Low Level Complaints
4. Lesson Memo Inaccuracy
• Avoid:
o Empty
o “N/A”,
o “Corrections made
during the class”
• Inaccurate Information
51talk Proprietary and Confidential
 Low Level Complaints

Intervention
 Non-Voice Coaching Session

 Soft Warning

51talk Proprietary and Confidential

 High Level Complaints
Also known as L3 or Level 3 Complaints

51talk Proprietary and Confidential

 High Level Complaints
Types of High Level Complaints
• Student absent with Lesson Memo
• Teacher absent with Lesson Memo
• Unqualified Lesson Memo (<15mins.
Actual Lesson)
• Leave/End Early
• Attitude (Gravity of the Situation)
• Contacting Students via WeChat or QQ
51talk Proprietary and Confidential
 Lesson Memo-related
High Level Complaints

• Teacher Absent with Lesson Memo

• Student Absent with Lesson Memo
• Unqualified Lesson Memo

51talk Proprietary and Confidential

 Non-Lesson Memo-related
High Level Complaints
Leave/End Early

• Failure to consume the

25-minute class
• Insufficient Supplementary activities
25
minutes

51talk Proprietary and Confidential

 Non-Lesson Memo-related
High Level Complaints
Attitude
• Rudeness
• Fighting
• Shouting
• Severely
Distracted
51talk Proprietary and Confidential
 Non-Lesson Memo-related
High Level Complaints

Contacting Students (WeChat or QQ)

You are only allowed to
communicate in the AC.

51talk Proprietary and Confidential

 High Level Complaints
Intervention
 Voiced Coaching

 Final Warning with 60 Days

Cleansing Period

 +/- Penalty (for Lesson Memo

- Related High-Level Complaint)

51talk Proprietary and Confidential

 Repeat Offenses
Types of Repeat Offenses:
Final Warning w/ 60
• Multiple Low Level Complaints Days Cleansing Period

• Incur the same kind

of High Level Complaint Page Prohibition
• Multiple High Level Complaints Final Warning with
Suspension
• Repeat Multiple SA Deliberation | SA
High Level Complaints Cancellation

51talk Proprietary and Confidential

51talk Proprietary and Confidential
 Why should we avoid ZTP’s?

1 violation can lead to:

 Page Prohibition (Auto lock)

 SA Deliberation

 SA Cancellation

51talk Proprietary and Confidential

 ZTP (Zero Tolerance Policy)
1. Unauthorized Lesson Substitution
2. Conducting Private Lessons
3. Divulging Company Business Practices
4. Asking for money from students
5. AWOL/ No notification
6. Drinking Alcohol, eating, smoking
7. Leaving the student unattended
8. Sleeping during the lesson
9. Abuse, harassment or discrimination towards
students/teachers/admin
10. Retaining and/or using customer’s information
51talk Proprietary and Confidential
51talk Proprietary and Confidential
I can hear my student but she’s not switching
her camera on. What should I do?

51talk Proprietary and Confidential

My student is shouting and isn’t paying attention to me.
What should I do?

51talk Proprietary and Confidential

What if the student came in at the 14th minute, what should I
do?

51talk Proprietary and Confidential

 Let’s Wrap Things up !!
• Be CONSISTENT

• Let’s try to: C – HANGE

H – ABITS
A – ATTITUDE
M – INDSET
P - ERFORMANCE

51talk Proprietary and Confidential

 It’s SHINE TIME!
TIME TO BE CHAMPS!

51talk Proprietary and Confidential