Internship report at Smart educational service limited liability company

THUONG MAI UNIVERSITY FACULTY OF ENGLISH INTERNSHIP REPORT COMPANY SMART EDUCATIONAL SERVICE LIMITED LIABILITY COMPANY Student’s name Ngo Thi Hue Class K55N4 Student code 19D170225 Supervisor Nguyen T[.]

THUONG MAI UNIVERSITY

TABLE OF CONTENTS

LIST OF IMAGES AND CHARTS ii

LIST OF ABBREVIATIONS iii

ACKNOWLEDGEMENT iv

INTRODUCTION 1

CHAPTER 1: GENERAL REVIEW OF SMART EDUCATIONAL SERVICE LLC AND SMART ENGLISH CENTER 2

1 Information about Smart Educational Service LLC 2

1.1 General overview of the company 2

1.2 Business field 3

1.3 Training program 4

1.4 Business result of Smart Educational Service LLC 4

1.5 Organizational structure 5

2 Information about internship’s department 6

CHAPTER 2: INTRODUCTION ABOUT INTERNSHIP PROCESS AT SMART ENGLISH CENTER OF SMART EDUCATIONAL SERVICE LLC 8

1 Tasks performed during the internship 8

2 The difficulties and experiences 11

2.1 The difficulties: 11

2.2 The experiences 12

CHAPTER 3: THE REALITY OF THE USE OF ENGLISH IN SMART EDUCATIONAL SERVICE LLC AND AT SMART ENGLISH CENTER 13

1 Reality of using English in the company and at Smart English Center 13

2 Some solutions to improve the use of English in the working environment at Smart English Center 14

CHAPTER 4: SUGGESTION FOR THE SUBJECT OF THE GRADUATION THESIS 15

CONCLUSION 16 REFERENCES

LIST OF IMAGES AND CHARTS

No List Content Page

1 Image 1.1 Logo of Smart Educational Service LLC

2 Image 1.2 Smart English Center in the afternoon 3

3 Chart 1.1 Business result of Smart Educational

4 Diagram 1.1 The structure of Smart Educational Service

LIST OF ABBREVIATIONS

1 LLC Limited Liability Company Công ty trách nhiệm hữu hạn

International Communication

Bài kiểm tra tiếng Anh giao

tiếp quốc tế

Language Testing System

Hệ thống Kiểm tra tiếng Anh

Quốc tế

Secondly, I want to express my heartfelt gratitude to my supervisor Nguyen ThiBich Ngoc for providing me with valuable assistance and advice that enabled me tocomplete my internship These suggestions will help me enhance my English skills.

Thirdly, I would like to sincerely thank the employees and various departments

of Smart English Center who have devoted their time and energy to impart their workexperience and skills in the business as well as in my internship

Last but not least, I want to thank my family and all of the wonderful class students who assisted and encouraged me to get through my internship

extra-In conclusion, I would like to express my great gratitude to everyone whoassisted me in completing my internship report Although I have made several efforts

to complete the internship report with all my enthusiasm and energy, there areshortcomings in this report due to my limited skills and knowledge Dear teachers,experts, and people who are interested in the topic, colleagues, and friends, continue toprovide comments and suggestions to make this report more complete

Thank you sincerely!

Hanoi, February 08, 2023

Hue Ngo Thi Hue

In the context of the Industrial revolution 4.0, it is required for us to make afurther attempt to catch up with the great progress of science and technology The factthat the appliance of technology in life makes our working and living conditions moreconvenient and easier That reflects the entire unceasing process of working hard andimmersing ourselves in the growth of the times As for understanding this meaning,from its very first inception Smart Educational Service LLC has always aspired toserve thousands of people nationwide by building an English platform so that they canbring English much closer to people, especially Vietnamese people At the same time,

no one will lag behind and people all have basic knowledge of English to a certainextent

After receiving the recommendation letter and permission from the EnglishFaculty at Thuong Mai University, I was elated to have the precious opportunity to get

my 4-week-internship at Smart English Center (from Jan 2 to Feb 3, 2023) I havefinally ended my internship excellently and completed the report to submit to thefaculty on time regarding what I got during my internship time at the company

CHAPTER 1: GENERAL REVIEW OF SMART EDUCATIONAL SERVICE

LLC AND SMART ENGLISH CENTER

1 Information about Smart Educational Service LLC

1.1 General overview of the company

Smart Educational Service LLC is a company that has business activities in theeducational field This company provides English courses for both children and adults.Smart English Center is an English center for children under Smart EducationalService LLC With the experience of studying and working in European countries,especially in Italy for many years, the founder, Man Thi Giang, opened her firstclasses in May, 2018, and then Smart English Center was officially founded on July

27th, 2018 and Smart English Center aims to be one of the best English centers forchildren in Bac Ninh The company provides educational services both online andoffline Smart English Center is a specific brand for children, and this is where I do

my internship The business of online courses for adults is managed directly by thecompany Through development over 5 years, now the center has more than 2000students

- Business name: Smart Educational Service Limited Liability Company

- Address: 204 New Street, Cho Town, Yen Phong District, Bac Ninh Province

- Tax code: 2301035916

- Legal representative: Man Thi Giang

- Legal type: Limited Liability Company

Image 1.2: Smart English Center in the afternoon

1.2 Business field

The company works in the field of education and the primary product is Englishclasses for many other ages All the course documents are designed and developed bythe Director and Center Manager Besides offline classes, online classes are heldthrough Zoom with the model of 1 teacher – 5 students Meanwhile, children onlyhave offline classes For adults, the center provides both online and offline classes

 English for children: The main product is English programs for children Theprograms are designed to be suitable for many levels, including communicationand grammar The age ranges from 5 to 15 years old, and they are divided intomany other levels The entrance test will classify students into suitable classes

 English for adults: This course is set to help learners have the ability tocommunicate in English with the common questions in daily life and at the office.Almost all learners are people who need English for their jobs However, because

of not using it for a long time, they can not speak English fluently or have astandard of pronunciation To help learners study and have English certificates,Smart English Center established some IELTS and TOEIC courses These courseswill enhance learners’ English and help them use English more naturally

1.3 Training program

 Online classes:

- Vocabulary: This program includes 3 levels: Beginner, Intermediate and

Advanced and they raise the difficulty level in the order At each level, thetopic of the lesson provides many different new words with illustratedimages and without Vietnamese meaning to make students use both theirmemorization skills

- Communication for children: This course's students almost have a basic

understanding of English but lack reflexes with questions or do not knowhow to answer the question in a full sentence

- Grammar: This course is based on the national educational program for

primary and secondary school

- Communication for adults: This course is designed for people who have a job

related to English and need to improve their English to pursue their careerpurpose Because English is used for the office, the program has addedcommon situations for learners to study For TOEIC and IELTS classes, thesubjects of the lesson are mainly related to the work at the office

 Offline classes:

The age of learners and level of English are the characteristics to classify offlineclasses The model of an offline class is 1 teacher, 1 teaching assistant , and about 10-

15 students The program for this type of class is designed with many activities

1.4 Business result of Smart Educational Service LLC

Through 5 years developing since being founded, Smart Educational Service LLCprovides English courses for more than 2000 students 5 years after officially running,although COVID-19 pandemic happened, the business result was not impacted toomuch Online classes were implemented unexpectedly during the pandemic and theybecame the core courses helping the company come through this difficult period Thechart below shows the business results of the company in 5 years

Unit: billion VND

Chart 1.1 Business result of Smart Educational Service LLC (The data from

Center Manager)

1.5 Organizational structure

Diagram 1.1 The structure of Smart Educational Service LLC

The diagram below shows the structure of the company, it includes the departments

in the whole company and parts in a branch As a new company in the market, Smart

Director

Center Manager

Human Resources

Department

Recruitment

staff Training staff

Customer Service Department

Customer Service Representative

Customer Service Staff

Training Department

Teachers Examiners AssistantsTeaching

Educational Service LLC is trying to expand the scale of its departments and

specialize in the activity of the departments

2 Information about internship’s department

Director is responsible for managing and regulating all the affairs of thedepartments, receiving information and handling things beyond the capabilities andresponsibilities of the departments They are in charge of organizing and operating allbusiness activities of the center, manage finance, monitor and promote work progress,monitoring the center's financial status and business results to take timely measures toimprove the center's business performance, taking legal responsibility for all activities

of the center before the law, authorities, other external parties: customers, suppliers,banks and so on

Center Manager is responsible for making statistics on the number and information

of registered students from different sources and saving them in books andmanagement software, building marketing campaigns and central business strategiesaccording to each stage, each timeline, regularly updating recruitment results,classifying and assigning classes in accordance with the entrance exam level ofstudents

Human Resources Department is responsible for recruiting and ensuring thenecessary number of personnel for the center, organize short-term training programsfor employees in order to improve professional skills and necessary skills for the job,develop a system of regulations and standards to manage the work of all personnel inthe center, capture information and regulations on personnel in the center andpromptly transmit such information to all employees of the center

Customer Service Department has the function to build information channels forcustomers to easily intervene with information about the center, product features,prices, payment methods Customer Service Department is divided into 2 main parts:Customer Service Representative and Customer Service Staff

Training Department is responsible for training teachers, examiners, teachingassistants and developing the content of the main course books for different levels

training department will organize an online meeting to train all of the teachers in thecompany about the method of teaching effectively and the way to cope with students'common problems through the course Teaching assistants are also trained a lot ofskills to help teachers in the class.

CHAPTER 2: INTRODUCTION ABOUT INTERNSHIP PROCESS AT SMART

ENGLISH CENTER OF SMART EDUCATIONAL SERVICE LLC

1 Tasks performed during the internship

My job as a teaching assistant took place relatively smoothly I receivedinformation from the center that assigned me to be a teaching assistant for children’sclasses (students from 6-10 years old) and adults’ classes (only TOEIC classes) for 4weeks

During my internship at Smart English Center, I was trained to be a Teachingassistant and also a second teacher in the class I had a chance to be approved for bothonline and offline teaching My tasks in the internship were arranged in the followingprocess:

- Getting to know people at the center

- Learning about the culture of the company, lists of the courses

Tuesday

3/1/2023

- Learning the job of a teaching assistant

- Familiarizing with the online and offline platforms supporting the teaching process

- Reading and watching about the activities of a teaching assistant in the class

Wednesday

4/1/2023

- Taking part in an offline class to view the way to manage the class and how to connect the teacher and the students

- Writing a report after participating in offline classes

Thursday - Reviewing the previous lesson for the students on the basis

of individual or in small groups

and have more experience.

- Writing a report to assess the students after the lesson.Friday

- Being a teaching assistant in an offline class

- Giving comments about students to their parents after class

Wednesday

11/1/2023

- Preparing documents, building a warm up game for the class

- Being a teaching assistant in the offline class

- Writing a report for students and giving them stickers.Thursday

12/1/2023

- Logging in zoom and participating in an online class for children

- Checking the pronunciation skills of the students

- Writing a report in a sheet

Friday

13/1/2023

- Taking part in the TOEIC class

- Checking their homework and helping them understand more about it

- Reviewing the previous lesson for the students on the basis

of individual or in small groups

- Being a teaching assistant in the class and motivating the children

Wednesday

18/1/2023

- Preparing documents, holding a warm up game for the class

- Taking part in a class as a teaching assistant and preparing

a small party for the children before they are off for Tet holiday

- Building up games for children to study better

Tuesday

31/1/2023

- Preparing slides and fun games for online class

- Taking part in another training class

Wednesday

1/2/2023

- Reviewing the previous lesson for the students on the basis

of individual or in small groups

- Checking attendance and writing the comments after class.Thursday - Being a teaching assistant in the class and motivating the

- Attending the last class as a teaching assistant at the center.

- Preparing a small farewell party

- Writing a report after class

2 The difficulties and experiences

2.1 The difficulties:

An internship is a chance for undergraduate students to experience practically thejob they will do in the future and the environment in which it is done From this,students can see that not only does the work in reality conclude the knowledge atuniversity, but it also needs more than that As a result, difficulties in the internship areunavoidable, and I also had some difficulties when doing my internship report

Firstly, in terms of culture, according to some scientific reports or articles,Vietnam has great cultural differences from some countries like some Westerncountries such as in gestures or expressing emotions in the culture, communicationculture, class time, and so on As a result, teachers or teaching assistants maymisinterpret each other's messages, so when communicating with students, themessages become different versions

Secondly, I faced some problems with the accent of foreign teachers whenEnglish is also not their mother tongue For example, I got trouble with listening tosome South African teachers and Indian teachers I tried to get the key words andasked them to speak more clearly for me and the students to understand, but it seemeduneasy because an accent is something you cannot change in a short time

Thirdly, in online classes, some students were mischievous, they easily lostconcentration on the lesson and were impacted by factors around them The teachercould not control those factors, and I had to spend more time reminding students tofocus on the lesson I had to give some rules in the class and some rewards also towarn and encourage them to concentrate on studying