Le Waijiao Book: Ideas Learned, Leaders Shaped

Learn With Joy...
TAL CORPORATE VALUES

Client-Oriented Mindset
Respect Clients, and strive to help them to solve their problems.
When communicating with Clients, even when it is not your mistake, you never pass
the buck and argue.
Reach your Clients, get to know their needs, and share with fellow colleagues.
Keep improving your work according to Clients needs and live up to the satisfaction
of clients and company.
Keep clients core needs in mind, provide products or services that exceed Clients
expectation proactively
Be Pragmatic
Base on the existing and specific problems, and do sufficient research before doing
any work .
Be well aware of the connection between your own work and the goals of your
department and your company. Your work is goal-oriented instead of just being
finished.
Can effectively distinguish long-term and short-term goals. Be able to divide longterm goals into smaller and practical ones, then put them into practice.
Constantly reflect and improve your own behavior to form valuable and replicable
experience.
Set priorities, do the right things, and sustain breakthrough progress in performance.
Be Innovative
Be accepting and welcoming to changes from Clients, markets and company.
Do not complain.
Make effective adjustments based on the changes, and give others positive influence.
Continuously study the advanced working methods and practice, and actively apply
to your work.
Take individual characteristics into consideration and apply advanced practice you
learned to your job field. Enable your work sustains a leading performance in the
industry.
Be forward-thinking, create new methods and thoughts, and bring breakthroughs in
performance.
Be Positive
Attend meetings and activities on time. Inform and ask for leave in case of
emergencies.
Hold a positive attitude to problems. Stay optimistic.
Work hard to learn and improve yourself, and spread positive energy.
Never give up when confronted with difficulties, setbacks and even unfairness.
Continue to seek breakthroughs and achieve success in the end.
Your best performance today is the minimum requirement for tomorrow. Continue to
achieve higher goals.
Be Cooperative
Make efforts to fit in; be willing to accept help from colleagues and offer help to
cooperate with colleagues to accomplish tasks.
Fully express your opinions and ideas before making a decision and fully support
afterwards.
Think from others places. Be able to work with workmates of different personality
and working style. Be ready to help others achieve their goals.
Dont attach too much importance on short-term gains and losses; Try to maximize
overall interests.
Be open and sincere; Create a win-win situation to achieve teamwork when it seems
impossible.
Be Responsible
Working hours are only for work-related things; never leave todays work for
tomorrow.
Ensure high quality of your work and never repeat mistakes.
Go all out; Never jeopardize the goal of the team because you fail to fulfill your
responsibility.
Have the courage to take responsibility and even blame; Be ready to achieve success
in tasks which might not be your obligation.
Dedicate yourself to work both physically and mentally. Be able to simplify working
procedure and gain bigger achievement with a smaller cost.
TABLE OF
CONTENTS
TAL PARTNERS
LE WAIJIAO TIMELINE
TAL CORPORATE VALUES
PREFACE 1
PREFACE 2
CHAPTER 1
Client Oriented Mindset
14
17
19
21
23
Perseverance: Key to Being Client-Oriented

Be Client-Oriented
Client-Oriented Mindset - Sharing and Reflection
Teaching and Encouragement
Learning as the Heart of Teaching;
One Aim, One Goal!
27
30
33
35
37
40
42
45
Work from the Heart

Tactics in Increasing Customer Value
Exceeding Client Expectations
Teacher: A Role Model, Friend, and Family
What it means to be Client- Centered
I am Branded
Commitment to Client-Oriented Mindset
My Experiences in Teaching
CHAPTER 2
Be Pragmatic and Be Positive
50 Be Pragmatic: Set Goals and Reach Them

52 Be Positive
CHAPTER 3
Be Cooperative and Be Innovative
56
59
61
63
65
67
Working as a Team
Empowering each other through Cooperation
Be Innovative
My Awesome Student Michelle
My Innovavitve Expedition
Being Innovative in process improvements
CHAPTER 4
Be Responsible
70 How to be Responsible
73 Be Responsible
75 Being Responsible: Is it a Means or an End?
78
MY HERO-LE WAIJIAO
79
ABOUT THE SONG
81
DEDICATION
82
CONTRIBUTORS
QR CODE
Preface 1
In ancient China, there were four tiers in social class. The top tier is named SHI,
government officers, with NONG (farmers), GONG (craftsman) and SHANG (business
men) come second, third and fourth. SHI were the ones who didnt have to pay any
taxes, nor bear any heavy corvee, and still enjoyed a life-long allowance from the
government.
Almost everyone in ancient China competed to be a member of SHI. For ordinary men,
to fulfill that dream there was only one path --- Study hard and pass the nation-wide
entrance examination. Thus, a two-thousand-year old Chinese stereotype came into
being: academic excellence leads to high social status, which means that, how good
they are in study greatly influenced their fate and that of their family.
In 1979, China started to reform and open up to the world. In order to facilitate
international trade and business, the importance of English grew and it became
a compulsory subject of College Entrance Examination. Students worked hard and
started to get tutoring services from different organizations, so as to enter college and
change their fate with education. Instead of considering the tuition fees as expenses,
Chinese families consider it rather as a worthwhile investment. It is also since then that
after-school English tutoring market became prosperous.
Nowadays, more and more Chinese people go to study, work or travel abroad. Theyve
realized that grammar study is far from enough to prepare themselves to communicate
with people from all over the world. Therefore, English speaking and listening skills
are becoming more valued and accounting for a larger proportion in entrance exams
in recent years. There is no doubt that English tutoring market will continue to expand
on a larger scale.
Online English tutoring business started to boom in China around the year of 2013.
Chinese Learners spent 30 million dollars ononline English lessons only within two
years. It is estimated that the amount will reach 380 million dollars in 4 or 5 years.
Because of the advantage of no time difference, Filipino teachers will be largely needed
in this industry and quite likely in the near future, there will be more online teaching
centers than call center agents in the Philippines.
Le Waijiao is one of the first online English tutoring service providers in China, and it
grows the fastest in the industry. Le Waijiaos biggest advantage over other competitors
is that all of our teachers are fulltimers. With regular continuous trainings and
professional development programs, better teaching quality and customer experience
is guaranteed. TAL has served 600,000 students in total this year, and there is still an
annual increase of 60%. In 5 years, there is going to be more than 3 million students
having class with TAL. With the same rate of increase, Le Waijiao will have two to three
hundred thousand students by then.
A companys improvement brings its employees improvement. In a few years, along

with the development of Le Waijiao, our teachers will enjoy more career opportunities
and promotion possibilities. Teachers who excel at work will stand out not only in Le
Waijiao, but also in online tutoring industry. This is what we always say: A companys
success is built by its employees, and for its employees.
Golden Zheng
.
Preface 2
In Jan, 2015, a division of TAL Education Group--Le Waijiao established which offers
online English-as-a-Second-Language lessons to students in China and aims to make
learning more effective and interesting.
Le Waijiao has had a great development since then: the total number of Le Waijiao
teachers increased from 30 in May, 2015 to more than 800; the number of students
learning with us increased from 200 to over 30,000.
More and more former employees from government offices, public schools, call centers
and other teaching centers, as well as university graduate are being attracted to Le
Waijiao. Meanwhile more and more Chinese students consider Le Waijiao as their first
choice to improve their English communication skills.
At the same time, we always bear in mind the responsibilities we shoulder. The more
students we have, the more efforts we need to make.Thus, we are hoping to change
the fundamentality of Chinese students English learning by providing them a medium
wherein they can learn in a fun and relaxing way with high quality teachers from all over
the world; instead of the traditional cramming teaching.
As a premier educational company, we will continue to focus on quality, reliability

and customer service. I believe our professional, customer-oriented teachers and the
supportive team will always strive to meet the customers needs and expectation, think
from their perspective and make their English learning more effective! With the joint
efforts, we will realize our hope to conquer the obstacle for most Chinese students so
that they can open their mouth and speak English fluently in the near future.
Calyn Shi
CHAPTER 1
Client-Oriented Mindset
If we cant guarantee the quality of classes, it is no
better than robbing or stealing.
If the brand of Le Waijiao is not spread by word
of mouth, we will not win respect from clients and
competitors.
If we dont reach out for our clients, or feel for them;
if we are not close to our clients, we will not have a
bright future.
-Tom, CEO OF TAL
PERSEVERANCE:
Key to Being Client-Oriented
Project Manager Teena, KK Center
What if the world was reversed and it was us, teachers, who have to be taught the
Chinese language? We are coming from ground zero, and the only Mandarin word we can
say is thank you. Wouldnt you feel frustrated when you try to read those words using the
correct accent and pronunciation?
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Ideas shared, leaders shaped

Le Waijiao
I bet it would be a very challenging tonguetwisting exercise.

That is where our students are coming
from. Some of them are coming in cold, with
zero English. If it can be frustrating for adults,
the children with shorter attention spans
can get frustrated at a shorter period of time.
When frustrated, they stop talking. Or they try
to divert your attention to something else, like
asking about a movie you have recently seen.
A teacher of lesser skill and lesser patience will
easily give up. After all, it is the easier way out.

But this is not about you, teacher. It
is about our students so we persist. We go
beyond the call of duty and go the extra mile in
delivering our service.
Here is a story of a persevering teacher TL
Kenny and his student Tom:

Ever since I started working here at KK
center of TAL, there is one student who stands
out from the rest of the students that I have
from Winter Semester to Summer Semester.

Tom started out as a very shy and
quiet boy. I can barely get anything out from
him. His favorite answers were Yes, No, and I
dont know. The latter being the most frequent
that he uses. During the Winter Semester, I
was teaching Phonics to 9 students every day.
Toms schedule has always been the same. He
usually gets the 6:00-6:40 slot.

Our first day was what you would call
a not-so-fruitful day. I know most can attest
to how difficult it is to have a student who is
zero-English respond to the lesson. I

guess I can say that it was the most
draining day for me. I had no problem
from 1:00 to 5:00 since almost all
the students during this time were
responsive and knew Basic English.
But right after a full meal, at 6:00, I
felt hungry again. Not because I
was craving for something to eat but
because of the struggle with Tom.

He does not even know how
to introduce his name. Almost all
of us have experienced a student
who is asked his or her name and
responds with Yes. Whats your
name? and you get a Yes. You
repeat the question for the nth time
almost frustrated but have to keep
your composure since, of course, you
are dealing with a student. I kept my
pasted smile on my face while fuming
with impatience. I can sum up Toms
first day of class as unproductive, not
because he was unresponsive but
because I felt that I, as a Teacher, did
not accomplish anything.

This ordeal continued until our
third day. It was on that day that Tom
finally opened up. Out of nowhere,
he started repeating the words that
I was saying. Word-for-word, he
parroted, even my instructions and
compliments were echoed back to
me. I was somewhat relieved and
annoyed at the same time. And when
you have these two feelings mixed up,

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015
something could go very wrong. But

I did my very best to remain patient
and understanding all throughout the
class. We were not able to complete
the whole class as Tom had a hard
time with pronunciation. But the
climax of Toms success story was at
the end of the class. On his own, he
said, Thank you Teacher, goodbye.
I was blown away. I asked myself,
what did I do right this time?
The following day, Tom was more
responsive and less of a parrot. For
the first time in forever, we were able
to finish the whole class and even had
time for Free Talk. I was so thrilled
that I spent my break composing a
novella-like feedback while having a
silly grin on my face. Good thing no
one was around to see me or they
would have thought Ive just won the
lottery.

The fifth day was much better
and Toms class is one of those that I
was looking forward to. He was able
to repeat the words and sounds in a
perfect manner. Towards the end of
the class, I told Tom to study all the
words that we had learned from Unit
1 to Unit 5 since our sixth day will be a
test. To which he nodded and waved
goodbye as he turned off his camera.

The sixth day, Tom did an
awesome performance with the test
and completed it with flying colors.
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He was s himself as I told him how well he did

on the test. As we were saying goodbye, he
said, Teacher I already enrolled for spring.
I checked my portal and sure enough, he was
there.
Spring classes were much better and Tom
flourished into an enthusiastic student. As I
look back to our first Semester, I cant help but
smile to see how far he had come. Tom is still
enrolled in my classes this summer and also
for autumn, but the sense of achievement I
feel is not because of the retention rate. Sure,
it is great to have the monetary bonus, but
whats much better and bigger bonus for me is
knowing that I had made a difference in the life
of a student.

If theres one thing that Tom taught me,
its perseverance. If I would have given up on
him then, he would not have been the student
that he is now and I probably would not be here
either. What I keep hearing form Miss Carla still
rings true in my ear: Love your job, and it will
love you back

For all the Toms that we may encounter
for this summer and the other semesters
onwards, all I can say is, never ever give up. Do
not be annoyed and lose patience right away
because they also have potential. You just need
to open your eyes to see it. I know this is easier
said than done, but as the Disney song says,
you will be able to open up a whole new world,
a fantastic point of view for your students. All
you need is patience, perseverance, and a
never faltering smile. When you have all three,
get ready for the ride, Tom is waiting..
BE CLIENT-ORIENTED
Project Manager Lea, AA Center
Being client-oriented is more than

the knowledge we share and ethical stance
A lot of companies were built

with this kind of value but few can
continuously exist living by it. For us,
to have a client-oriented mindset, first
of all, we must know our clients and
by means of knowing, a part of our
system must know our clients beyond
what our service is designed to serve
them.
views of internal and external customers?

For our teachers, building trust
and having an open communication is very
important. Trust them that they are one of the
greatest contributors to the satisfaction of our
students. Let them understand that they are the
face of this institution that can either attract or

It is an uphill battle how to
gain the trust of both internal and
external customers however it is a
victory if we let our internal customers
feel that they are trusted for they will
be our face to influence and let our
external customers feel the service
that we want them to have and be
remembered that this institution is
upholding a great value on how to
satisfy and see the customers as
kings and queens.

How do we gain the trust and
how can we influence our employees
to see our clients as the most
important substance of this institute?
How can we link the two different
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017
drive the students away.

Other than building trust, to be a clientoriented institution means we maximize the
value of customers. We listen and get uplifted
for every feedback coming from our customers,
our teachers and students. Communication
plays a great role and should be given value
when we are trying to maximize the feedbacks.
We often receive and foresee the problems
and solutions at the same time failed to
communicating them. For communication of
both internal and external customers feedback
results in individuals not understanding how it
impacts their roles and responsibilities which
in return limit their ability to drive any change
within the company and their desire to live the
brand and create a customer oriented culture.

I will always be amazed how the CEO
of TAL always live by this value, to be clientcentered, for by this it will always give us a
chance to trust our teachers that we have
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chosen the right people to give a

quality service to our students, that
always and will be, teachers of this
institution will always go beyond
teaching.

In AA center, we always
believe that our teachers care for their
students, we see our teachers how
they put their shoes on the side of the
parents hoping that their kids could
get a better education once they are
under our care. I saw how teachers
reprimand their kids for they care that
learning goes beyond even after the
class schedules and we can always
see the smiles they are painting their
faces no matter how long the day
is. Together with the teachers, this
institution would like to go by giving
service in which goes beyond the
expectations students have.
CLIENT-ORIENTED MINDSET Sharing and Reflection

Training Specialist Tom, AA Center
In a company, changes in the policy

and rules are inevitable. One thing is certain;
we are always on the move to make our clients
happy and to cater their very needs. In a fast
paced world, the employees are often at the
end of the burden and we cannot help but make
them feel inspired and motivated as leaders.
This in turn can help us grow and able to make
our client satisfied.

Here comes putting a clientcentered mindset to our valuable
employees. The very first question
that comes to mind is what exactly
should be thought about when we
are having a client-centered mindset.
The answer lies to the very motivation
that we have as the partner to our
customer, which, as an educational
institution, are our students. Working
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019
in an educational institution brings

a lot of new perspective to teachers
which not all can be done in a
classroom setting and that learning
can come from various avenues.
From here, we can construct an
analysis that what brings our teachers
as the mentors to our clients. It could
be that the motivation may have
sprouted from using this opportunity
to earn money, or to make career
change and growth. The truth is that
there are a lot of motivations and
reasons why a lot of teachers choose
to teach. What is lacking is the idea
that making the client satisfied fulfills
their dreams and goals.

As leaders, bridging the
gap in this lacking part may serve to
help bring client-centered mindset to
the employees cum teachers of the
institution. But not all is lacking. In fact,
working in LeWaijiao has me witness
a lot of teachers and situations where
the teacher has shown great passion
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and client-centered mindset when it comes

to work. A great example is about taking a
leave because of an urgent family matter. In
the Philippines, while it is easy to let go of a
days work in exchange of time with a family, it
is not easy for clients to handle the situation. A
teacher who thought of filing a leave suddenly
changed her mind because she was well aware
that her students also needed her in class.
I believe that this action did not come from
being reprimanded or talked over about certain
rules, but it is because the teacher herself is
a mom. She values her familys time, but she
also understands that having a child means a
lot and that she understands her clients (the
students) also means a lot to their parents.
This is very inspiring and I can say that it is not
without hope to bring client-centered mindset to
each teacher.

To bring out the best from every teacher,
it is important to make them understand that
there should be a priority in their actions. Loving
their job means everything will just follow and
to make every effort worth is more than just
putting over time just for the sake of money.
TEACHING AND ENCOURAGEMENT

Training Specialist Katrina, HH Center
who they look forward to see after

their hectic schedule, a defender, in
a way that we also have to know their
goals in life. We can convince them
to pursue their dreams, to appreciate
their achievements either its big or
small.
As a teacher, I am really attached to

my students. I am close with their parents as
well. You cant be just a teacher. You should
be their friend and defender at the same time.
A friend because in their busy schedule, they
need someone who will ask them how are
you, hows your day. A person whom they
can trust and share secrets with, a person

Last summer semester, I
have met new students. I know my
regular students very well so another
challenge for me is how I can also
gain the trust of my new students.
I met this new student, his name is
Benjamin. It was our first day of class
when he doesnt answer my call and
he just said I am sorry, I dont know
how to speak in English. Can we just
type and I will answer you by typing?
I asked the help from our Chinese
admins to talk to the boy and explain
to him that he needs to answer the call
so that we can start the class. I told
him Dont worry about it, thats why
I am here. I will help you. We never
had that class because he insisted
that he doesnt know how to talk to
me. The class time ended, so I had
to end the call. The day after, 1 hour
before our class, I communicated
with him and convincing him that he
cant be scared to learn. I messaged
him privately and he answered me
with, okay teacher, I will do my best
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021
to answer your questions. I gave him

a special treatment. You have to talk
to him slowly because he wants to
listen to the words one by one. It was
a very nice experience because he
really improved a lot and he always
compliments me and thank me every
after class.
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That being said, all students are
unique in their own special way. They have
to be treated differently. Know always their
strengths and weaknesses so that you can
always relate them to the topic. They will feel
appreciated if time to time, we remember some
of their stories. Treasure the moments you and
your student have.
LEARNING AS THE HEART

OF TEACHING; ONE AIM, ONE GOAL!
Teacher Ariane, JJ Center
I once had a student last summer

semester whose English name is Leon. He is
a grade three starter, literally starter; yet, he is
very willing to learn. Every time I had my class
with him, I can no more count in my fingers
how many yes he answers. Good evening,
dear!, he answers Yes!. How is your day
today?, he replies Yes!. What did you do
before our class?,he says Yes!. And I know,
this typical scenario is no longer fresh to
other teachers. So, one faithful day I

taught him: Leon, if teacher will say,
How is your day, you answer: I am
great! And you?. Then, he followed
me; he also uttered the same exact
line. Leon, if teacher will say, How
is your day, you answer: I am great!
And you? At times, I can feel my
patience running out; some other
time, I just laugh with him. But I ask

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023
him the same question every day

until he could answer correctly and
my happiness is beyond description
since he is my favorite starter
student.

In the trade of TAL-Le
Waijiao, as teachers, our principal
goal is to provide a quality, excellent,
and joyful learning engagement. Our
students from the land of China are
completely bombarded of classes in
a day with extra classes on the side.
It results them to fatigue and it is our
role as super teachers of Le Waijiao
to uplift their spirits and energize
their neurons to be ready to learn
again. Hence, it cannot be denied
that the hardest part of our work is
the language barrier that walls the
understanding of communication
between teacher and student. At
times, as a teacher, we no longer
know anymore how to make them
understand the lesson because some
are really beginner- zero English as
it termed. Thus, having a clientoriented mindset is but a significant
thing in the area of our craft. However,
the question is how to have a clientoriented mindset? Is it just all about
preparing before the class, coming
ahead of time, uploading the correct
learning material, calling on time,
or ending the class on period? Yes,
these are, I consider mortal sins we
should never ever forget and commit
but being a client-oriented teacher is
beyond that. Le Waijiaos Corporation
Culture has foundations and one of
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that is Client Success. This foundation can only

be achieved if the teachers have client-oriented
mindset. So heres how:

1. Put students or clients first our students or clients are the soul of our
company.

Without their investment and trust,
the company wont flourish just like what it is
now, and that means they only deserve the
best which first begins in- RESPECT. Since
we are all aware that our students are taking a
lot of classes, as teachers we have to respect
their time. For instance, if we come late, our
students are waiting for us speculating why
we havent called yet, unless otherwise, we
have informed ahead of time and have a valid
reason. Let us be aware that if we, teachers,
are late, we are not only wasting our time, but
as well, we are also wasting the time of our

students. This situation has a negative domino
effect; it affects us, the students, the parents,
the performance our center, and the company
as a whole. An adorable author once asserted,
Arriving late is a way of saying that your own
time is more valuable than the time of a person
who waited for you. Once there is respect,
everything will come to follow - preparation,
attitude, excellence.

2. Show to your students or clients
that you sincerely care - kids dont care
what you know until they know that you
care.

It is really a hard time to teach our
foreign students, especially, if they are really
strange in the language. As teachers, we
have to radiate extreme patience just for them
to learn every word and sentence that we are
introducing to them. But notice that if we are
able to develop rapport to our students, their
willingness to learn is incredible. The 30 or
45 minutes is not enough and they dont even
want to drop the call though its already the
end of class time. Purely teaching is only
about injecting knowledge in the brain of our
students; but teaching coupled with care is
about empowering, igniting, and inspiring the
hearts and minds of our students.

3. Put yourself in your students
shoes - say for example, you and your
student will exchange roles.

You are going to be the Chinese student
and you are totally fresh to the language. Im
sure you are also going to feel the same urge
and stumbling blocks in learning the language.
As a teacher, we have to know the needs and
interest of our students so learning will be
effectively applied. Teaching must

be student-centered which includes
involving the student in decision
making when it comes to lesson. If
the student enjoys games, you can
provide him or her some games in
which he or she can still learn. If he
or she wants to talk the whole class,
let him or her talk and evaluate the
faults or improvements in her English
speaking skills. Let us not force our
students, remember that our class
saves our students day, as our CEO
says.

4. Be the purple cow - as
super teachers of TAL-Le Waijiao,
everything that we do is purposed
for our student, thats why learners
are heart or the core of our
teaching.

Dont just remain stuck up
and wait for others bright idea. Be a
purple cow! Uncover your mind into
something great that is probable to
change lives and the world, as well.
In Le Waijiao, we aim to give them
an outstanding training, thus, being
creative and innovative is a must so
that we can eliminate boredom in
the class. But how can we become
innovative and creative? As teachers,
let us ask ourselves. We are the one
who truly know our students through
our class and observations. What is
desirable to our students or clients?
Identify their needs and be creative
out of it. What is possible with
technology that we can make for our
students to learn and to have fun?
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025
What is something that can we do so

we can make our students stay? Let
us be passionate about satisfying our
students or clients by making them
LEARN in an exceptional way.

There are more things to
tell about being client-oriented, but I
think there is one more thing that we
mustnt forget...it is to love our work
so everything will follow.
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If you work just for money, youll never make it,

but if you love what youre doing and you always
put the client first, success will be yours.
Ray Kroc
WORK FROM THE HEART

Team Leader Ron, CC Center
So, why do you teach?, asked my

student Alex during our short talk in class.
Instead of answering, I rephrased the question
and threw it back to him.

Why are you studying?

A moment of silence filled in the class
but I knew that my student had an answer to my
query. So did I.

Alex stuttered but his eyes were
saying that what he replied to me was true.
I am studying because I want to learn and
be successful, he said. I was struck not by
the way he said it but the thought of what he
uttered. Indeed, he got me there and I was left
speechless.

Professionally, I managed to keep the
class going but something was boggling my
mind, something that was no longer strange
but why on Earth was I still struggling to figure
it out?

So, why do I teach?

To be fair, I had to answer my students
question. I teach because its my job. Thats
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027
what I signed up for. Thats what I do for a

living. I teach simply because I am a teacher.

That class ended successfully and
I must say that it was fun, relevant and
meaningful. However, the day didnt end without
me pondering on the students response. Then
I realized that I was actually asking myself the
BIG QUESTION: As a teacher, how will I let him
learn and be successful?

Technically, there are so many ways to
use in order to achieve my goals in teaching.
There are many different styles that I can
incorporate in class to make teaching effective
and beneficial.

PREPARATION is one of the necessary
factors that help me make my job easier and
for my learners to develop their skills and
knowledge. Teachers who are well-prepared
and knowledgeable of the subject matter
are likely to have successful and productive
classes. Truly, I always exert a remarkable
effort and hardwork in the preparation before I
get my classes started. I believe that it is one of
the reasons why I always get an admirable rate
for the students retention.
Being RESPONSIBLE is another
important characteristic of a teacher in
making his/her classes a success. Thus,
being responsible at work is of great
advantage in the employees status record.
In my years in teaching, I can proudly tell the
world that I have always been responsible. I
am highly satisfied with my remarkable effort in
fulfilling my job. As a teacher, I make sure that
when I speak, my words go into the ears of my
students and resonate in their minds and heart.
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Looking on the things I
mentioned, I can say that my work in
teaching has been greatly favorable
in my advantage. However, is it also
the same on the students end?
Apparently, if you are a well-prepared,
responsible
and
hard-working
teacher, your students would also
confer incredible benefits. But the
question is, would that be enough?
This question leads me back to the
BIG QUESTION I once asked myself:
How would I make my students learn
and be successful?

After the sleepless nights of
being puzzled, I finally got an answer.
Surprisingly, the words are simple.
I only need to have the CLIENTORIENTED MINDSET. For others,
it might not be an easy formula to
execute. But I personally believe that
it is only a piece of cake, a smooth
pathway to take. This is simply
because I am not just a teacher. I
am responsible and hard-working.
I am clear about how I measure,
promote and celebrate my students
understanding and learning.

As a part of TAL-Lewaijiao
organization, my students are also
my clients and it is my responsibility
to keep them, nurture them, and
help them grow as responsible
and successful individuals. Thus,
A CLIENT-ORIENTED MINDSET
STARTS WITH ME, the teacher. As
I have mentioned earlier, it may not
be that easy for some to be clientoriented. I know a lot of people who

only go to work for the sake of their
job. They simply accomplish their
task to get paid every 15th and 30th
of the month. I can honestly tell that I
was once one of them. But something
in me has spoken that it wasnt what I
wanted. Then I learned that PUTTING
MY HEART AND MIND together for
my students could give me a much
clearer view of why I teach. Yes,
HEART and MIND. I couldnt be a
client-oriented instructor without my
heart and mind in the context of my
students. THAT is the answer to the
big question.

So I told myself, if I had a
client-oriented mindset, everything
would fall into the righteous pieces.
A Postive Attitude would always
be seen in me toward my work, co-workers,

and students. With this, I could anticipate
HAPPINESS and SUCCESS both for myself
and my students. I could also claim that
teaching is truly a noble job and teaching from
the heart would give me the total satisfaction,
and to be satisfied is to appreciate the value not
only of my job most of all, my existence.

Indeed, having a client-oriented
mindset encompasses all other great aspects,
from the skills to the attitude. I teach from the
heart and I am happy. I enjoy what Im doing
and I engage with it fully.

To my student Alex, THANK YOU from
the bottom of my heart for waking me up and
letting me realize that teaching is not only about
what I can do for my job, but also with what I
can do to transform the hearts and minds of my
students and to contribute a huge part of their
success!

Le Waijiao
029
TACTICS IN INCREASING
CUSTOMER VALUE
Team Leader Jay, CC Center
Back when I was kid, I got

to experience going to the market,
the mall and some kind of local
restaurants here in the Philippines.
Memories were still vivid. The loud
and funny sounds of the market,
where people are so desperate to
make their goods be sold-out, fancy
looking restaurants and eye-catching
products in the mall. Shop owners tried
very hard to make sure their products
have a good reputation and are liked
by as many customers as possible.
Whats more, they sometimes give
small tokens or giveaways to make
sure their customers would want to
come back again. Of course, I always
look forward to having a toy on my
hand before we go home. We have
our favorite and fixed stores to buy
my toys. This helps us save time
from wandering around the market
and comparing too much. Now I
am at work and I find that I become
a shop owner providing classes
and my students and their parents
become customers who pays and
gives their time to learn and improve.
Are customers really that important?
I really wondered why it was that
necessary, aside from earning. The
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truth is, yes, they are really important. A shop

can exist when it has customers or clients; and
A teacher is a teacher because of his or her
students. In order to become a better teacher
and to have a consistent and prosperous
career, we need to improve our products and
we should be able to retain students and make
sure our customer always want to come back
with us.
Client
noun
-a person who receives services, esp.
from a lawyer or other person who gives
advice:
Hes a sports agent and has a lot of
basketball players as clients
Having
young
learners
as your clients, or online English
teaching industry is not that easy.
You have got to sell yourself to your
students. How? Simply by being the
best teacher you can be. I remember
during my first ESL job, I experienced
being disheartened a lot of times
having fewer classes. I dont know
but I just felt bad whenever I only
had very few students. I kept asking
myself about what was wrong. There
must be something wrong. So I tried
my best to learn more about making
my class more interesting so I could
gain more students and fortunately, I
made it! Though, it did really require
sweat, effort and hard work.

One core value that Le
Waijiao believes is having a Client
Oriented Mindset. For over 6 years
working in this Industry, I strongly
believe that clients make the business
alive. Clients play a very vital role
in the business. A business cannot
generate without clients. Aside from
the fact that, teachers are the core of
the business, the front liners. Clients
make the business. Where there are
clients, there is opportunity to utilize
your products. Where there are
clients, there will be more job opportunities.

Let me share to you some great and successful
peoples view about how they value customers
and ways on keeping your mind client-oriented.
1.
Get
closer
than ever to your
customers. So close
to tell them what they
need well before they
realize it themselves.
- Steve Jobs
Co-founder,
Chairman and
CEO of Apple Inc.
www.clipartsx.dumb1.com

Getting
closer
to
someone means a lot. I believe this is the first or
primary goal a good teacher must do. Though,
it takes time and effort. Surely, sincerity is the
key. Genuinely caring about your students,
means more than knowing the students name,
age, likes and dislikes. Its not just you, asking
them how they are doing. Its something that
can be felt. Its more of a heart to heart and a
life to life thing. Meaning, learning more about
the students life really matters. A great teacher
knows the needs of the students. Teachers
need to make connections with their students.
We need to make an impact to our students.
In that way secondary goals like retaining them
in your class will be achieved. If you get to
be closer with your students, you will be able
to earn their trust and loyalty. Im sure Apple
wouldnt be a sure success if they failed to do
this.

2. We are what we repeatedly do,
Excellence then is not an act, but a habit.
- Aristotle
Greek philosopher and scientist
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031
I once heard
from a friend
about this thing
called great soul.
I was actually
convinced
that
there are some
souls that feel less
about themselves
if they do not do
what they have to
do, at their best.
There are people
etc.usf.edu
who put excellence as the top priority. Not just
because they want to prove something, but
more than that, they greatly believe in the value
of excellence. As for me, perfection is not an
excellence.

As we know perfection focuses mainly
with the process and not to the outcome. I
believe every teacher must have a great soul,
something innate. Your toughest competitor
is yourself. Pursue to be the best you can
be. In my case, I might not be at that level of
perfection or I surely wouldnt be, but being
myself, and simply by striving to get better and
better in what I do every day in class is more
than enough. Never settle for less. If you get to
do your best in every
class and in every
student, I am pretty
sure you will be able
to satisfy them and
make them happy.
www.kyungjin74.deviantart.com
032

3. Whatever
you do, do it well.
Do it so well that
when people see

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you do it, they will want to come

back and see you do it again, and
they will want to bring others and
show them how well you do what
you do.
- Walter Elias Walt Disney

If you really have that great
soul, its something that will just
come out naturally. A fire in your
bone, you cant contain it, and so you
do things well. Then the end result
will be great. Another great thing
about doing well is that aside from
earning your students loyalty, you
even can get recommendations from
your students. Once you are able to
capture the heart of your students
and satisfy them, you also will get
bonus good report.

Recently, I just watched a
movie entitled The Dressmaker.
The main character is a dressmaker
named Tilly, played by Kate Winslet.
Shes a great dressmaker. Its like she
can make all things possible. People
turned into something they thought
they could not be. She surely was able
to know the needs of people that are
going crazy about her masterpiece,
people whom she knows for quite a
long time. Metaphorically speaking,
teachers are dressmakers. They
must know what would fit with their
students. Client-oriented mindset is
more of getting closer to your clients,
learning about their lives, doing things
genuinely and at your best, touching
their hearts and inspiring them.
EXCEEDING
CLIENT EXPECTATIONS
Teacher Cathy, DD Center
Customer orientation is defined as an approach to sales and customer-relations

in which staff focus on helping customers to meet their long-term needs and wants. Here,
management and employees align their individual and team objectives around satisfying
and retaining customers.

Now, the word customer refers
to the student and the parents who
receive the service of the company. And
teachers priority is to bring a satisfying
learning experience to the students.

Before everything, to become a
teacher is not that easy. But certainly, as
the saying goes, If you have the passion
then it wont be called as a job but a
career and youll come to love what you
are doing.

An unforgettable experience
during the summer semester was when
I had the chance to teach one of my
students. Beforehand, she was very shy,
so I had to make some twist for her to
become comfortable during our learning session. I had to portray an amicable and welcoming
atmosphere so we could have an effective interaction.

By that time, I also tried to give her lively warm ups, such as songs, and games
such as intelligent test and others which I think would catch her attention. I have to assess
her interest for me to present a motivating and interesting one. And there, as days passed
by, I can now see that shes really enjoying the lesson. Furthermore, involving positive
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033
languages truly helped during the

lesson, especially when my student
was doing a good performance. I
have to give her commendation.
This means using words and
phrases to create a positive image
in the students mind. Using positive
language (Well done, Better or You
can do it) shows willingness to serve
and a commitment to building brand
loyalty. Thus, this likely motivated
and encouraged her to continue with
the learning process.

Though, the lesson was only
good for ten days, I deduce, it was
such a great experience to touch
someones lives. As the saying goes,
Teach the student in a way he would
learn. If he doesnt learn, then change
the strategy.

There are skills that should
be acquired by teachers to earn their
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clients trust. First, listening skills is one of the

best thing we can do. Students need to feel that
theyve been heard and understood, and that
doesnt happen without good listening on the
part of the student. Secondly is the knowledge
of the product. A passionate teacher will work
on having a deep knowledge of how he can
manage to give an effective and efficient
teaching strategy. Without knowing your
product from front-to-back, you wont know how
to help students have a successful learning.
Finally is confirming satisfaction. Before we
end the lesson,we must confirm satisfaction.
This skill demonstrates to the student that you
care about getting it right. It shows that you are
willing to go the extra mile to get it right.
Client-centered would certainly not just meet
the student and parents expectation but will
definitely exceed it. We call it a WOW learning
experience.
TEACHER:
A ROLE MODEL, FRIEND, AND FAMILY
Teacher Febelyn, EE Center

Angel is in a 6th level now.
Shes a sweet and cheerful young
girl! She would often say, Teacher,
I want to be an English teacher like
you! Same goes with Lucy, Amy, and
the other students. They would often

Then I had to meet my students most admire their teachers and dream that
of the time, along with different semesters. they can be a good teacher as the one
They let me realize that they consider me not that I am portraying in our classes. At
their age, whatever they see, they
just their teacher but the following:
try to mimic and be inspired with it.
Children are great imitators. So give

I AM THEIR ROLE MODEL
I am just a teacher. So I thought. I used
to teach and do my obligations since I started
in this company. I believe that being a good
teacher in this company, rules, instructions and
everything should be followed.

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035
them something great to imitate.

Remember that the influence of a
good teacher can never be erased.

As Dr. Seuss quoted that, To
the world, you may be one person;
but to one person you may be the
world.

I AM THEIR FRIEND

I got a student named Zyv.
We talked about friendship and when
he is going to say something about
his friends, he said, Teacher, you
are my friend, too! I remember the
quote that I saw elsewhere among
social networking sites. A Teacher,
My Best friend. Some students in
this generation were the product
of one-child policy. Teachers must
understand why their students are
acting different sometimes, why they
love to gather attention and why they
are having mixed emotions from time
to time. Sometimes, they just need
somebody to play with, to understand
them, and treat them not just mere
students.

I am learning to love my
students! Not just the teacherstudent relationship, but they are
also my friends! So laugh out with
your students! Friends would love
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to share a lot of laughter after the long days

tiring chores!

I AM THEIR FAMILY

Every child should have a caring adult
in their lives. And thats not always a biological
parent or family member. It may be a friend
or neighbor. Often times it is a teacher. An
American politician, Joe Manchin said and this
quote touched me. Other than the said role of
the teachers, I can also be a part of their family.
I have a student named Kiki. She would often
call me as her sister. Her mom is so happy
about it. Also, I have Grace. She said, You
are the best teacher and you are my friend
and big sister! I can sense their happiness
whenever its the start of the class. 40 minutes
is not enough because we want to talk a lot of
things! Being a teacher is a professional job but
making your students a part of your life is way
more rewarding than the job itself. I would love
to teach them more, see their smiles in their
victory and motivate them even more in times
that they feel down.

In Lilo and Stitch, they said that
Ohana means, Family means no one gets
left behind.

Be flexible and be a teacher whos not
just a graduate of education but a person who
teaches with a heart!
Happy teaching, dear teachers!
WHAT IT MEANS TO BE
CLIENT-CENTERED
Teacher Debbie, FF Center
Always put the customer first. In

the arena of business, clients needs are the
top-most contributing factor on why a certain
employee has to do his best and why a certain
business can succeed. We have to know
their needs and interest for a better outcome.
We should know what is appropriate and
inappropriate yet they know better what is best
for them. Seeking their answers of whats best
for your clients requires more than ascendancy
but a great passion, skills, and good rapport.

Personally, I believe that being a
client-centered teacher is knowing what is best
and fit for students. Upon meeting my students
daily or weekly, It mold me to be a better clientcentered teacher.

Firstly, being client-centered is about
knowing my students. It was Winter Semester
2016, my first regular teaching in Le Waijiao.
I did not know much of the Chinese students
as my clients, nor their culture and background.
So, what I did was to read some blogs to
relate my clients. I searched the demographic
personality of the Chinese students on how
they did in their schools or at their homes
(vice-versa).I was greatly happy of what I had
known about how hardworking they are. Aside
from that, I never hesitate to ask my students
with regards to their likes, dislikes,

and dreams in their lives. I would say
how knowing them is a good start of
building rapport and understanding.

Secondly, avoiding teachertalking-time means that its not my
class but a STUDENTs class. I
mean, they can talk a lot and a lot
in class. For example, by asking
them questions that interest them.
(What is your dog look like? What is
your favorite cartoon series? etc. )
Thats when they develop more their
communicative and phonetic skills.

Third, students suggestion
is essential for more satisfying class.
I had a class with Yuki and I was in
a little bithurry in the Hello Speaking part because it was almost time.
I was unconscious to give the last
three sentences that part and right
after the class, she suggested to give
the boardwork more precisely so that
she could completely review all the
sentences. I understood and apologized her at the end of the class.
On the following week, I did send
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037
not make my class plain.GIFs to make

the class more exciting. I also give
some documentary videos related
to the lesson as my supplementary
lesson. I never get afraid of doing
something new to my students as long
as it can improve their skills and to test
their ability. When I have known their
strengths and weaknesses, I make
sure that my activities fit their interest.
For example, my student Kelly liked
jigsaw puzzle. So, I made a warm-up
that was related in the lesson in a form
of jigsaw puzzle. I try to explore some
games, graphic ppt effects, customize
encouragement, personalized videos
and personalized messages that
would arouse their interest for a
fun-filled learning experience of the
students. Of course, I would not forget
asking them how they feel about the
activities or the entire lesson after the
class.
her all the sentences that I had spoken during

the class. I asked the student if she liked it and
she replied yes and she thanked me a lot for
responding to her suggestion. She even gave
positive comments to me in a survey after the
semester. From that moment, I have been applying it to make my class beneficial for the students learning process.

Fourth, my students can be happier
when there is fun and excitement through
activities, games and movies. Honestly, I would
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Fifth, I live to my students
expectation. They expect me to be a
good teacher for them. So, I attended
trainings, practice my communicative
skills and study the theories of English
Language including grammar so that I
can impart better learning for them.

Finally, wanting my students
back in my class is a sign of clientcenteredness. Irregardless of having
a retention rate, they completed me
as better individual. I care for them
and I want them back because I know
that I can help them with their growth,
morally and educationally. Thus,
during Retention season, I trying hard to reach

out to parents and introduce our courses and
remind them of deadlines.

Responding their needs and wants
is like giving my heart to them. For whatever
problems that may occur along the

way, it would be my great pleasure
helping them. Being Client-Oriented
in return gives me great satisfaction
to life and great potential to achieve
career success.

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039
I AM BRANDED
Teacher Fiona, II Center
These past few days, I was loaded with so many tasks especially now that summer
semester has ended. Some may think Finally! It is over! Yes, we have the right to do so
since we were granted for these three-days off. But what keeps bugging me is the fact that
autumn is approaching and I havent done so much preparation since then. What did I do
this semester that I feel so empty inside?

Every now and then, I go to the nearest coffee shop after shift and get some sip.
For others it is just like smoking to release stress minor the cigarette. It puts me at ease. I
need a coffee that will definitely provide me an excuse to sit outside of it.

I usually get an Iced
Vanilla Americano. The place is
very cozy for what I am having is
truly refreshing treat. What makes
me go here over and over again
is something, at first I didnt know.
So, one day, a crew asked me to
answer a survey giving me a pen
and paper.
Here were some of the questions:
1. How often do you go to
Starbucks?
And then I answered almost
everyday.
2. What is your purpose in visiting
Starbucks?
I answered, To enjoy coffee alone
whether Im in a good or bad
mood.
3. Why you choose Starbucks?
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(Which I left blank)

4. How do you feel about Starbucks?
Again, I answered Friendly, comfortable,
and relaxing.

So these four questions are undoubtedly
has something to do with Customer Service
Prioritization. That could be the answer to the
third question that I havent answered since the
last time I visited the said establishment.

Given the service, I enjoy what is right
for me. This company is practicing good quality
service. Those people who understand this fact
are the ones who excel and help distinguished
their company from its competitors.
What this company teaches their people is to
make coffee, not to earn money from them,
but the attitude that comes from within. It is
something you cannot see from others.

Now, let us take a look back at what is
offered to me and to you right now. So, I tried rephrasing the survey questions from Starbucks
and started questioning something about my
work:
1. How often do I make my students feel
comfortable and relaxed in my class?
2. What is my purpose in teaching?
3. Why do they choose me?
4. How do they feel about my class?

What did I do this semester that I feel
so empty inside after? That is because the
classes are over. Ill have to wait for two weeks
to finally see my students again. I can

relate it to watching K-dramas, after
having the remaining episodes, it is
over. I am craving for more. I can
say that I am enjoying those tiring
days which I will never regret. My
purpose in teaching is to give almost
everything that I can and they are
very appreciative so they will certainly
choose you as their teacher again. It
is very fulfilling indeed.

It starts from within you
by knowing your worth and putting
yourself in the shoes of your clients,
you will know the feeling of being
taken care of. If you are happy doing
things for them, they will be more
than happy.

We are branded. This
company will not only look at how
skillful we are in this field but they
will look thoroughly on our customer
service mindset. The skills and
procedures are taught through
experiences but the heart that you put
in doing things comes out naturally.

By valuing your customers,
your students, or simply doing what
needs to be done is reasonable
enough for them to come back for
more. No company will ever look
down on you because in the first place
they know that you are someone who
can carry their brand trustworthily.

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041
COMMITMENT TO
CLIENT-ORIENTED MINDSET
Project Manager Cel, FF Center
We want our clients to feel pampered

beyond expectations as what Dave Wiggins
says. Our students are important prime
mover of our company. This is the reason
why we have the paradigm shift of being
Client- Orientedbecause they are the focal
point of Le Waijiao for they bring bread and
butter to us. It is through understanding the Le
Waijiao VisionMission-GoalCorporate Values
that I change my perspective on how I have to
manage the center. It is essential to connect
myself with the VMGV of Le Waijiao so I could
find meaning in everything that I do for the
teachers and the company.
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It was a bumpy journey that
we had with our students at first that
we started the online operation of FF
center with mobile Wifi and laptops
so teachers would really be in the
center one hour before their classes,
so as to have the Wifi in their hands
and the laptops. Some of teachers
would cry because they were unsatisfied with their teaching performance,
they encountered technical problems
along the way of their teachings. The
journey was full of speed bumps ,
potholes and detours as what Isabel Moore reiterated Life is a one-
way street No matter how many deand scrutinized how we extend our service to
tours you take none of them leads
them that we have to get in front of the students
back. Yes, we have to keep moving
need rather than reacting, The teachers and
forward on our journey , making the
I developed a deeper connection on how we
best detours and interruptions as our
have to improve our service so to increase
turning point so we come up for some
students loyalty to the teachers, this is what
solutions
likeipsum
the dolor sitwe
call
Retention Rate. We definitely embrace
to eu molestie
rhoncus. to our problems Lorem
amet
consectetur.
sit amet consectetur.
fermentum justoand
eu molestie
rhoncus.
facilities we try to checkMorbi
computers
evolve
our Training and Development
and headset before classes; in times
programs to the Le Waijiao vision-mission-goal
of power outand cultural values
rage I brought
to empower all of
the teachers
us to soar, to sail,
to my place
to step forward
which is 5
bravely into the
minutes walk
unknown it is in
from the centhis manner that
ter so to conwe can make a
tinue the lesquantum leap in
sons with the
performance,
a
students.
healthy change of
habits and a major

shift in pattern that

we used to do.

We had many setbacks when

Also with a positive attitude towards
it comes to teaching facilities, yet we
work and a sense of working as a team, we
strike hard to improve our classes to
learned and mastered new ideas about online
students:
teaching through rigid trainings and help others
to take on new challenges. Very good thing that

We examined how we
we struggle to generate meaningful insights from
delivered services to our students
the Le Waijiao family and the other centers ; act
in the past, like we got feedback
on them at the speed our students are moving
on whats good, what chunky, and
at. With the support system of Le Waijiao and
what can be improved so as we
the center administration through program
can picture out how it should look in
management, great communication strategy,
the future in this way we can give a
execution and a big dollop of persistence we
gratifying service to our students. We
have improved on the process of business
have to feel our clients problems in
outcomes but this is not the end of it. We
their own perspective and to deepen
have to continue for quest of new knowledge
understanding of our students needs
and ideas to be efficient, effective and robust
OPMENT
SUCCESS

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043
than ever in order to provide highest

quality of professional service in a
way that allows our students to stay
with us all throughout their quest for
learning English language.

We have to commit to the
path of implementing and deepening
TALs Corporate Values (Be ClientOriented, Be Pragmatic, Be Positive,
Be Innovative, Be Cooperative and
Be Responsible). We know it wont
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be done overnight but we have to be positive

and be open to whatever best things that we
can give to our students so that the business
will prosper. Each day we commit to our
goal to view success through the eyes of our
clients and what they want to achieve so that
we can produce extraordinary results. Let us
continuously be a part of our students lives
by giving them WOW (Without you it wouldnt
Work) and satisfactory service.
MY EXPERIENCES IN TEACHING
Team leader Ivy, GG Center

Teaching is not easy. I need to be
creative in many ways. Especially, if you are
teaching different levels and grades of the
students. As a teacher, I need to think of some
ideas on how I can be an effective teacher
for my students. In my 3 years and a half
experience, I have learned a lot. Ive learned
how to handle all levels of students. Ive taught
a zero English student, super hyper student
and a xoxo student. What I always do is that, I
teach in a funny and enjoyable class. I see to it
that my student will not get bored. We all know
that Chinese students are very studious. They
have a lot of classes everyday and they really
value Education. Being a teacher, I need to
provide classes that exceed their expectation.
So, let me share some of my ideas or activities I
do during the class. *CATCH THE ATTENTION
OF THE STUDENT and GIVE WHAT HE/
SHE WANTS TO HEAR. Students have their
different attitudes in the class. Most of them
are willing to study, but some of them are not.
As we all know, some of them are just forced
by their parents to study. So, when they enter
the class, they feel lazy and bored. A very big
challenge for me. Like my student before, he
told everything to me. I told him, Ok, I will not
force you to study for now. But, we are going
to have some activities that you will surely like
it. The student agreed on it. I prepared some
games that are related on his daily life. Like
sports, foods and drawings. He told me that he
likes playing. After we had the activity, I could
see the smile on his face. He really enjoyed the
class. I was very happy and proud of

myself that I did it!
*BE A FRIEND. Teachers are not only
teachers. We are also their FRIEND.
Student will appreciate us if we will
listen to them not only in the class
but also listen to their problems and
happiness. We always need to show
our care and love to students. As their
teacher, I always tell them that,
I CAN BE YOUR FRIEND/
BESTFRIEND/SISTER
AND
A
TEACHER. In that way, students
will feel comfortable with you. Dont
let them feel sad in the class. Cheer
them up!! Be an inspiration and be a
friend!! I have a lot of students who
love sharing their daily activities
with me. They send pictures of their
achievements at school, they send
videos of their song and dance, they
send their family pictures together in
the restaurant, they record a voice
message just to inform me that they
are happy because they go out and
achieve something. Simple things but
have meanings for them. I also share
my pictures to them. Even its my
day off. Since, I have my QQ on my
phone, I still have access and I told
them that they can send messages
to me anytime. I remember last
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045
Holy week in the Philippines, One

of my students asked me about my
vacation. I was in my friends house
then. I promised her to send pictures
about the Holy Week here. So, I
sent some pictures. And, she was
shocked and asked me, Teacher,
why the people need to carry the
cross in your country? Its kinda
difficult for me to explain because
we have different cultures. I told her
a short story about our culture in the
Philippines. She was so happy about
it because she learned something
new about Philippines. So, she said,
THANK YOU TEACHER!
*TALK TO THE PARENTS. Parents
have important role in the life of our
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students. We all know that they are the key in

our Retention Rate. But, for me? They are not
just for Retention Rate, they are also my family.
I consider them my own family. I love talking to
the parents. Before I begin my class, I ask my
students to call their parents especially Mom.
I always make time for them even for just a
minute to say HI. And I make sure to talk to
them before the end of the class, give some
compliments and improvements of their child. I
will share something about my favorite student
NINA, Ive been teaching her for a year. Her
parents were separated. Her Dad has a new
wife. Her mom is living in the other city. She
told everything about her family because she
said that, I am her bestfriend so she trusts me
so much. I listened to her. I was very inspired
by her story. I used to talk to her parents every
class. Last summer, she visited her mom in
Guang Zhou. I was given a chance to
talk to her mom. Mom said, she is very
thankful to me because her daughter
really improved a lot in English. I talk
to her everyday. I ask mom about her
job. Surprisingly, she has been in the
Philippines. Wow! Thats the exact word I
told her. She went to the Philippines for a
business trip. I felt comfortable talking to
her, its like weve known each other for
a long time. Maybe because we are both
parents. We understand each others
feelings. One time she asked me to go to
China and stay in their house, bring me to
their hometown, famous places in China
and meet them especially her daughter
and it will be all her expenses. I was so
happy that time! I couldnt imagine that
the parent was so generous and trusted
me that way. I am very lucky to have a
student and a parent like them. Trusting
a person is not that easy. But, they gave their

full trust in me. Thank you so much!
*SAYING THANK U AND I LOVE YOU. I am
a very sweet teacher. I treat them as my own
child. As a parent, I know how to deal with
children. They like playing, giving what they
want and treat them like a baby. What I always
do is, I focus on the students that needed me,
like the starter and boy students. They are
shy to speak a lot. Most of my students are
girls. They are very talkative and want to share
lots of things. But, boys dont. Its a very big
challenge for me to deal with them. I made my
full effort on this. I always make jokes, some
funny gestures, I even change my voice for
them to laugh and participate. And it worked!
After I caught the attention of my students, I
say I LOVE YOU. The first time that I say it,
most of my students didnt response and they
were very shy. But, I didnt lose hope. I tried my
best every class for them to enjoy and like me.
Finally, I was very happy because most of them
always say I love you too, Teacher. It makes
me feel happy and special everytime they say
it! Ofcourse, before the end of the class, I dont
forget to say Thank you!
*PLAY MUSIC. Playing music while

having the class is one of the most
effective ways in teaching. My warm
up activity for my students is playing
music. Since, my students are
Chinese, I decided to play Chinese
Children Songs instead of English.
Eventhough I dont understand
Chinese. And they really like it!
Simple songs but they can follow,
at the same time, they can sing and
dance.
*SHOWING GIFTS. I buy gifts. I
have list of all their birthdays. I also
make sure that I will buy something
and show it to the class. For example,
it is my students birthday today. I will
prepare some gifts like chocolates,
letters, foods and toys for him/her.
And Ill show it to the class. Simple
gift but it can make them happy. Like
cakes, balloons etc. Actually I spend
money for this. It doesnt matter for
me, my purpose is to make them
happy and feel special. Not only for
the birthday celebrants, also for their
achievements at school. I give my full

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047
support and effort for them. Cause I

love my students!

Being a Teacher is a fulfilling
job. Without us, students will not learn.
If you love what you do, everything
follows. You need to give your 100 %
effort, love and dedication in this field.
No amount of money can pay for this,
just to see them happy, make them
smile, appreciate you. loved by your
students, Woo! Thats my biggest
ACHIEVEMENT as a Teacher!
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CHAPTER 2
Be Pragmatic and Be Positive
BE PRAGMATIC
To be PRAGMATIC is not being perfect . It is about
doing it right ! And when everything goes wrong ; it is
fixing a wrong thing to make it right
BE POSITIVE
If you dont have a POSITIVE outlook and discipline
in life, you dont have the right to dream.
BE PRAGMATIC:
SET GOALS AND REACH THEM
Teacher Elbert, EE Center
You are driving on your way to work

and you saw a young boy accidentally hit by
a car and was bleeding on the street. You are
there at that moment and no one else saw what
has happened. You have an appointment to
catch and youre already late so you need to
hurry up. What would you do to help the poor
young boy? Would you bring him to the hospital
by yourself? Would you call someone for help?
Or would you ignore the boy and go on with
your business?
In this situation, we can see that there are a lot
of options that we could do to either make the
situation better or worse. If you choose to call
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for help, it may take quite some time

for the rescuer to get to that place
where the situation happened. If you
choose to help the boy by carrying
him and bringing him to the hospital,
it might worsen his condition given
the fact that youre not an expert in
rescuing road accident victims. The
worst choice is to ignore that boy
because you think you have a more
important thing to do.

In this scenario, we can see
that being a practical thinker really
plays an important role in saving

someones life. Being pragmatic
means doing what works best and
choosing the most practical way
of doing it. It also means rejecting
those ideas which are impractical
or idealistic and with no sense of
achieving a certain goal or solving a
particular problem. As a pragmatist,
we should always think what solution
is the best of all solutions. We should
also consider different aspects of
every situation so that we can easily
determine the right way on how to
deal with it.

In the teaching realm,
being pragmatic or practical is a
must. A teacher should develop this
philosophy in order to improve his/
her teaching styles. There is no
single teaching style that is effective
to all so we might consider those
styles which are practical as well
as effective. They say that in every
problem, there is always a solution.
The good thing about it is we only
have one problem yet we have a lot
of solutions to choose from. But the
question is which solution will be the
most effective?

Take for example; a student
is too bored of those games you
play before you start your class.
The student thinks that it was an easy and a

boring game for him. He might think that the
game is for a much younger age than he is. As
a teacher, you must be able to see and sense
that there should be a positive change in your
class. So, you will start to find ways on how to
make it possible.

First, ask the student if he liked the
game that you have just played. If he says no,
you already know that he must be looking for
something better or a much harder one. Next,
ask him what kind of games does he wants. In
this case, youll know his interests and assess
what materials you should use next time. Lastly,
you can try different games for him and see
which one he enjoys the most. Being pragmatic
is a good characteristic especially when you
have lots of options in your mind. You just have
to eliminate those options that you think are far
more unrealistic.
One of the biggest struggles of being a teacher
is to find an effective way in which students can
learn in an efficient manner. A teacher usually
uses the same style in teaching different
students thinking that it might work as well. As
a teacher we must always set a certain goal
in every class that we have. Setting a specific
goal is very essential but achieving it is much
more important. We cant just teach for the
sake of teaching but we should teach with
effectiveness and efficiency as well. A teacher
must always ensure that your students learn
well. Its not a question of how much he has
learned, but how well he learned.

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BE POSITIVE
Project Manager Patricia, BB Center
To many of us, the phrase

positive thinking sounds silly since
how can being optimistic make a
person successful? It is true that a
bizarre thought, I will be rich, I will be
rich, I will be rich, without any attempt
to work hard cannot be achieved. But
what if we started thinking, I will work
hard to the best of my abilities, within
my capacity, until I reach my goals?

If you keep thinking the same
thoughts, day and night, they might
later be evident in your life, becoming
your reality. Optimistic thoughts
become optimistic beliefs, leading to
an optimistic attitude. This triggers a
chain reaction you find a job, you
believe you will succeed, and so you
attract supportive people in your life
as a result of your positive attitude,
allowing you more opportunities for
success. It means that if we want
our life to be as what we want it to
be, we have to be careful of what we
think. We need to start thinking more
positively.Everything starts from
within from the simplest action to
the greatest accomplishment.
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The power of remaining positive,
whatever the situation, can never be
underestimated. Do you sometimes wonder
how to be positive in your thoughts and
actions, especially when you are unhappy and
unsatisfied or when life is difficult and tough?

The true test of an individual to remain
positive is when challenges become difficult.
Though its so simple, most people dont know
how to be positive. Remaining positive keeps
ones mind in the right state and often opens
solutions to the problems at hand. One instance
of a positive attitude that I observed within our
center was when the company changed their
retention rate percentage bonus from 61% to
80%. Most of the teachers voiced negative
comments stating that an 80% retention rate
is very difficult to attain. Only one teacher
expressed an opposite reaction to the news
saying, Of course, we can do it! Sometimes,
people prefer to stay negative because it is a
more familiar mindset. Negativity is contagious;
not only does it affect the individual, but it
spreads to anyone they interact with.

Eliminating negativity is a mentality that
can be found at any moment, and turned into a
habit. As with any habit, remaining positive in
all situations takes practice and a commitment
to take control. But start small start paying
attention to our emotions; start by wanting to
change. With a little work and effort, we can
change our attitude, expectations, actions, and
reactions and this will lead to more motivation,
happiness, and improved way of life. Keep
going at it, and we will gradually become a
positive energy source for others around us
wouldnt that be empowering?

People who are optimistic tend to be
happier, healthier, and are able to deal with
tough situations better. Instead of hanging
on to ideas, beliefs, and even people that are
no longer healthy for us, we should trust our
instinct to let go of the negative energies in our
lives. We should exert effort to make changes
to feel better in tough times rather

than wish our feelings away.
Teaching
myself
that
positivity is a choice has been one
of the greatest things Ive ever done
for myself. The first thing I realized
is how negative emotions affect us.
They have proven to narrow our
focus and scope of work. Its one of
the most powerful ways to isolate us
from opportunities or new ideas. Now,
when I find myself in a bad situation,
I know that its up to me to find the
good and to be positive regardless
of whats happening around me. I no
longer point fingers and place blame.
I realize that everything happens for
a reason and its up to me to choose
how I want to feel about it. I am in
control of my attitude and no one can
take that away from me.

There are a lot of advantages
to looking at the world with a positive
outlook and focusing on the things
that are good. The most positive
people are the most grateful people.
They do not focus on the faults of their
lives; they focus on the blessings that
are in store for them every day. They
see life as a gift full of mysteries. If we
turn our negative thoughts to positive
ones, our eyes will be opened and
we will see the bottle half full instead
of half empty. We will start to notice
solutions, understand that every
problem is actually an opportunity to
grow, and that all problems can be
solved.

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053

There is a lesson to be
learned from every situation. No
matter how bad the situation may
appear to be, recognize the beautiful
lessons waiting to be discovered.
You may have made a mistake, but
now you can accept it and continue,
knowing that you will make a different
decision in the future. If you have
this kind of mindset, you will be
appreciative of the experience.
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In our center, I would like to experiment
with sharing one great moment each of us had
by the end of each day. I feel that making this a
habit will encourage most, if not all, of us to look
out for positive moments during the day since
we know that well need to share something by
the end of the day. It will also be a great way
to increase our feelings of gratitude for simple,
everyday things like a great coffee to boost our
morning, an encouragement from a colleague,
or a heartwarming feedback from a student.
CHAPTER 3
Be Cooperative and Be Innovative
BE COOPERATIVE
The universe does not only exist to serve for the hard
pushes of somebody, but also by the collective efforts
of the tiny pushes of everybody.
BE INNOVATIVE
A thing from the past belongs to the past. The future
of today belongs to the brilliant ideas you have the
capacity to design
WORKING AS A TEAM
Teaching Supervisor Pat, HH Center
The success of teamwork:

Coming together as a
beginning; keeping together is
progress; Working together is
success Henry Ford
This is one of the core values of TAL. Be Cooperative, It means to say everyone
needs to cooperate. Belonging to this big company requires everyone to have aligned
value for the company to prosper. Working as a supervisor, it is my main responsibility that
our team has a strong foundation and that is we are helping each other out. I am sure we
have definitely heard or read the extended form of the word TEAM many times. Together
Everyone Achieves More, itself conveys the importance of teamwork so I can really attest
that this happened to us.
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Last Summer Semester must be

the busiest and challenging among
all the semesters. Teachers had
loaded schedules on their regular
class, class for new students and
also NCE classes for almost new
teachers. Teachers have classes
everyday for 8 hours for 2 months.
Good thing! Coffee and Milk supply
saves each day! Not to forget the
medical supply TAL provided for our
center. Teachers can take a dose if
they feel a little bit under the weather.
So for those months, Time is a luxury
none of us can afford because of how
busy we are.
One perfect example is
during the recruitment months. On
ordinary days, whenever teachers
have their free time I can see
them studying scripts, doing their
feedbacks, watching movies, talking
to each other so which means that
they really have their siesta time
where they can do whatever they
want in the office. Hiring new teachers
is one of the most critical processes
for the time. The right candidate
could be the difference between the
success of our center or a drop in our
standards of quality or service. Its a
big responsibility, and we want to get
right.
Every day we have more
than 10 applicants for us to assist
and mostly either I or the training
supervisor would entertain them. (we
dont have our project manager yet at
that time) At first, we find it very challenging

and difficult since the two of us were also busy
in our own work and then another workload, the
recruitment of new teachers.
The recruitment process is quite
tedious and takes a lot of time since we only
want the best teachers for the center and we
need to comply to the standard of the company.
So the workload for me and Miss Kat were too
much and we cant accommodate all of them.
As we do that routine, our HH1 teachers in
center noticed that the hiring was so hectic so
they offered us help. Teachers who have their
free time or even having just a 30 minute-break
from their loaded classes usually entertain
applicants and act as their students for the
demonstration. They give applicants some
suggestions and advice on what to do and say
in their initial interviews and how to act as a
teacher for the demo which should supposed
to be our work but still they did.
Fast forward to days now, HH2 teachers
always felt grateful to teachers from HH1 who
have helped them a lot from the recruitment
days until now as colleagues. Though they
were separated into 2 centers, their connection
is still evident through constant QQ messaging
and whenever HH Center has Teambuilding
activities.
During those months, I am very
surprised and in awe that right before my eyes
everyone is helping out; our reserved teachers
would use their useful time to double check
PPTs and scripts to those teachers who werent
able to do so because of the loaded classes.
They sacrificed their lax time just for us to
lessen our work load. One time I thanked one
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057
of the teachers for helping us and she said we are a team, this is for us and why
we shouldnt help you?And I just agreed and smiled at her but I hope she knows
she gained respect from me. True teams are made when you put aside individual
wants for collective good. This is what I believe in. Sacrifice and sensitivity to others
are very important aspect in the workplace. Working isnt just about for personal
interest or doing our own thing but instead giving aid to those who need help and
also being sensitive enough towards other people. Thats what HH center team is
all about. Im proud and humble enough to say this TAL core values lives into our
hearts not as an employee but an individual.
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EMPOWERING EACH
OTHER THROUGH COOPERATION
Teacher Shaira, JJ Center
Challenges wont come our way.

Its a given. Because how else can a
diamond have that seamless look? Many
would say that you better get ahead of
these challenges by preparing and
thats right, sure. But, we all know its
totally different when you come face to
face with the dilemma for the first time.
Man, the jitters. You come in prepared for
your first Placement Test ever but still,
your hands and feet are cold and sweating
and even shaking! Believe me, I know.
Plus, finally meeting your students for the
first time shakes that smile plastered on
your facew because, hey, lets admit it
weve all been nervous. However, after
that nerve-racking experience, you cant
help but smile and feel good the kind of
good after a romantic first kiss. *coughs*
Anyway, following that, teaching has been
more like a walk in the park. Has it, really?
Thanks to our co-teachers who have
been willing to extend their help in times
of crises, it has been more like a cruise in
a not-so-rough road.
Here are some of those precious
moments I experienced first-hand (and
are totally relatable).

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059
1.
I called my student on time; it was my
5th class that afternoon. Suddenly, my QQ
crashed. All the indecencies were there in my
head, waiting to reach my mouth. I remained
calm (physically) and restarted the pc then
dashed to the nearby booth that has been
reserved for such purpose. Since it wasnt my
pc, I did not have the luxury of time to browse the
files because, honestly, I was worried. Instead,
I asked my team mates to send me a copy of
the PPT and script through QQ. You wouldnt
believe how well they handle multitasking for
I immediately received the files I needed. Hail,
team mates!
2.
There are moments that the internet
connection is just so . . . blah. We cant help
it. External factors such as the weather greatly
affect the connection. It then affects the
effectiveness of our classes. Thankfully, some
teachers who were not still having classes
amiably offer their booths to be used by those
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who suffer the irritating pangs of slow

internet connection (from one or the
other service provider).
3.
Of course Le Waijiao teachers
show how cooperative they are not just
through technical support but also
through empowerment empowering
their co-teachers to improve their
teaching quality and strategies by giving
out advices, sharing feedback samples
and longer warm-up games to use
before tests, tapping one another on
the shoulders for their successes, and
learning from each others mistakes.
You see, though we may work individually
for our respective families, we can never
stop caring about our colleagues, too.
Being cooperative not only empowers
another to do his best but to also do the
same for others.
BE INNOVATIVE
Training Supervisor Julius, BB Center
Living in a constantly changing

world, we have to adapt to survive. Just
like what happened millions of years
ago as what science have explained to
us. In the evolution of animals according
to Charles Darwin, the subjects adapt
to the change in their environment thus
resulting to beings such as giraffe having
a long neck from having a short one
to reach the leaves of the trees due to
scarcity of food. The greatest evolution
of all according to Darwin is the evolution
of man. Apes, having the intellect and the
will to survive, evolved from lower specie
to highly intelligent and dominant specie in
all of animal kingdom, humans. With this
being said, we do not give emphasis to the
evolution of man and animals or what-soever. The point is, we do everything that
we can in our knowledge and capabilities
to adjust and adapt to whatever situation
that we think is necessary.
Being a teacher and an employee
at the same time, we face with a lot of
sudden changes day by day. Changes
which are not only made by the system that
we are working with but at the same time
the constantly evolving style of teaching.
In every student that we have, we use
different approaches to make our teaching
style better and effective.
Let me tell you the first day
that I have this job as an online teacher.
Personally, this kind of job is quite unique
if we are going to compare it to the usual

approach that we have in a classroom
setting because in this job you are focused
on one student. Unlike in a classroom that
you have to attend to the needs of 40 or
more students and you have to make sure
that everyone understands. It means that
you must have a standard approach in all
the classes that you will have. But working
on this job is different. Since you only have
one student that you have to focus on,
you have to know what style will work with

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061
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062

Le Waijiao
what
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needsofofour
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customers?Do
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Heraclitus
Silence with a blank expression on

her face, which is the first impression that I
had for my student Michelle.
MY AWESOME STUDENT
MICHELLE
I thought to myself am I not an
effective teacher? and the second question
Teacher Ken, DD Center
that came out in my head How can I
motivate her to interact and listen to me?
So, while thinking to the possible solution to
Silencewe
with
a blank
expression
on
my problem
had
a meeting
concerning
her
face,
which
is
the
first
impression
that
the needs of our clients or students. In Ithat
had
for my all
student
meeting,
of myMichelle.
co-teachers opened their
problems with regards to their students,
I thought to myself am I not an
and then suddenly, a piece inside me burst
effective teacher? and the second question
with emotion. Because all of them are
that came out in my head How can I
complaining, my student is like this and like
motivate her to interact and listen to me?
that with nothing but negative thoughts.
So, while thinking to the possible solution to
When its time for me to speak the spirit
my problem we had a meeting concerning
of needs
being of
a teacher
came
out and In
said
the
our clients
or students.
thatWe
should
not
complain
with
our
students,
meeting, all of my co-teachers opened their
becausewith
we as
teachers
be the one
problems
regards
to should
their students,
to adjust
to them.a Teachers
like
should
and
then suddenly,
piece inside
meusburst
be
flexible
enough
to
cope
with
the
needs
with emotion. Because all of them are of
our students.
After that
everyone
complaining,
my student
is like
this andbecame
like
that
withand
nothing
negative thoughts.
silent,
then but
I remembered
what my
When
its
time
for
me
to
speak
the
spirit
instructor told us before that students
ofhave
beingdifferent
a teacherskills
cameand
outcapabilities,
and said Wethus
should
not
complain
with
our
students,
they also learn in different ways.
So, if one
because
we
as
teachers
should
be
the
one
strategy or method is not applicable to
them
tobetter
adjustchange
to them.it Teachers
like
us
should
in line with their needs or
be flexible enough to cope with the needs of
on how they will learn easily. When those
our students. After that everyone became
silent, and then I remembered what my
instructor told us before that students
have different skills and capabilities, thus
they also learn in different ways. So, if one
strategy or method is not applicable to them
better change it in line with their needs or
on how they will learn easily. When those

Le Waijiao
063
thoughts came out, I suddenly know what to do

with my student Michelle.
The first thing that I did, I ask her about
the things that she wants or her favorite things
to do. After knowing those things, I started to
make games that can make her happy so that
she will be motivated to learn with our lessons.
One of the games that I made is all about
faces and it is all about making different facial
expressions which she liked, and I saw for the
first time her beautiful smile and laughter which
made my day. After that everything changed,
she now listens to me, interacts well, tell
stories about her experiences and adventures.
As a result, she always gets a high or perfect
score every time we had a test. Thanks to my
awesome student Michelle, now I know how
to handle different kinds of situation in every
student or client.
064

Le Waijiao
MY INNOVATIVE
EXPEDITION
Teacher Arlyn, JJ Center
Have you experienced having a class yet you feel so tired, sleepy and boring? Like
you dont know what you are saying to your student? Have you tried not using scripts and
other materials because you already know the lessons? Like its already the 10th time this
day and its kinda redundant? Have you tried having a Zero-English level student and all
you can do is smile and try to pretend that he/she understands you?
If you answered YES with even just one of these questions, come on! Come
with me and Ill take you to my INNOVATIVE EXPEDITION. But first, what do we really
mean when we say INNOVATION or BE INNOVATIVE? According to Cambridge (Our
best friend for IPAs), Innovation is the use of new ideas and methods. According to the
core values of Lewaijiao, Be innovative means accepting and welcoming changes. But
to me, it wraps up to just simply turning
challenges into opportunities.
Yes,
CHALLENGES
INTO
OPPORTUNITIES. Thats what I learned
as I go along with my journey in growing
professionally and personally in this
company.
I had a lot of struggles way back
then since it was my first job. On my
first interview, a friend of mine said you
should think of different answer and not
those typical interview answers. Hearing
that, I was stunned, how can I do that?
The answer: BE INNOVATIVE. I thought
outside the box and listened to my heart
on what I really want. I want to teach and
thats all that matters.
Alas! I was hired in this company.
I was so happy then. On the first day of
classes, I have met different kinds of

Le Waijiao
065
students and different kinds of parents.

There are these students that when asked:
How are you today?, will automatically
answer YES. YES, that is the only English
word that they only know. But, what can I
do? Again, the answer: BE INNOVATIVE.
I put on extra effort in teaching them, like
using hand gestures, using other teaching
aids (flash cards), and even showing them
the things that we are learning in that
lesson. There are also parents who will sit
beside their kids, learning also the lesson
that I am teaching their child. It seemed
that I had three students in one class time
or maybe I had judges that would correct
me every time Ill make mistakes. How did
I surpass that? BE INNOVATIVE. I made
sure that I know the context, I prepared
the lesson ahead of time and I teach
just like how I teach, not focusing on the
parents but focusing on my goal: To help
my student learn English. Most importantly,
having energetic and interactive class will
make the students as well as their parents
trust and adore you.
066

Le Waijiao
Few weeks passed, I knew all

the lessons already. I can close my eyes
and I can memorize them with ease. I felt
bored with my class. Would you imagine?
Different students but the same lessons
within a day, that was quite unhealthy for
my childish personality. What did I do? BE
INNOVATIVE. I made new and exciting
games and I dance/sing inside my cube in
the middle of the class just to ease out that
sleepy and bored feeling of mine.
Until now, every time I encounter
these kinds of challenges one thing comes
automatically in my mind, BE INNOVATIVE.
Being innovative doesnt mean that you
are not satisfied with the present its just
that you want the best for yourself.
We may have different expedition
in life but I know we have the same goal
and that is to be happy. I hope you learned
from my own journey. As what Albert
Einstein said, If you always do what you
always did, you will always get what you
always got. Dont stop, believe in yourself
and BE INNOVATIVE.
BeingINNOVATIVE
Innovative
BEING
Being Innovative
PROCESS
IMPROVEMENTS
inINprocess
inimprovements
process improvement
Teaching Supervisor Shen,
KK Center
Teaching
Supervisor Shen, KK Center
The opportunity to innovate

something tomost
of usiswant
to do most
more of
in us want to
The isopportunity
innovate
something
our daily work lives. Yet our
often,
we work
feel we
cant
morewecreative
workbe
because
daily
lives.
Yet be
often,
feel weatcant
more creative at
of factors beyond our control.
Perhaps
your
company
is
risk-averse
and
likes is risk-aver
of factors beyond our control. Perhaps your company
to play it safe, perhapsto your
intimidatingly
aggressive,
or perhaps aggressive
play targets
it safe,are
perhaps
your targets
are intimidatingly
the sheer size of your the
to-do
list
makes
adding
anything
new
feel
impossible.
sheer size of your to-do list makes adding
anything new fee
For me joining the KK Center

family
as a the
Teaching
Supervisor
is none
of those
For me
joining
KK Center
family as
a Teaching
Supervisor is
things. Being one of the newest
theofentire
Philippines
having
thePhilippines
drive to and havin
things. center
Being in
one
the newest
centerand
in the
entire
continuously improve the process
as weimprove
grow bigger
and bigger,
wegrow
are able
to and
do trials
continuously
the process
as we
bigger
bigger, we are a
of what processes work best
and what
do not.work
Withbest
the and
blessing,
and the
teamwork
of what
processes
what support,
do not. With
blessing, support,
of the management, KK center
become a great
venuehas
where
I canainnovate.
Being
of thehas
management,
KK center
become
great venue
where I can in
innovative means being flexible
to changes
on the to
needs
of thebased
clients,
to
innovative
means based
being flexible
changes
on able
the needs
of the c
think through and be creative
of
what
processes
need
improvement
for
the
benefit
of
think through and be creative of what processes need improvement for
Le Waijiao
067
all, and able to anticipate the need in every

aspect of the companys welfare in general.
Being a teaching supervisor for
more than four months now, I consider the
center as my 2nd home and the people here
as my 2nd family. I can say that I was able
to practice this value on several occasions
and still continue to practice it. Since one
of my favorite things to do is to brainstorm
ideas on how to improve anything here
in the center, loving what you do makes
it so much easier it has become a habit.
I dont know exactly how many Ideas
and process improvements I was able to
contribute as of now since I dont usually
keep count but to site best examples of what
we have accomplished as a team upholding
this particular value is the following:
During Summer Semester, we
encountered problems with information
dissemination since everyone including all
the Team Leaders are with fully loaded class
schedules on a daily basis. It has been difficult
to relay information and important updates
on a timely manner. To give a solution to
the problem at hand, we required that each
Team Leader should have an assistant and
we created another group in QQ where
all Team Leaders and their assistants
are also added to make sure that there is
back up in case the Team Leader is busy.
During the same semester we also
experienced several bad weather conditions
068

Le Waijiao
thus there was this one time when there

was a power outage for an entire day
and we had to rely on the Generator Set
to deliver all the classes successfully.
We had to think of a process to
conserve the energy we had so we
created the POWER OUTAGE DRILL
POWER OUTAGE DRILL STEPS:
1. All light in the corridors and the
hallways will be turned off. Only the
light inside the cubicle of the teacher
having a class will be turned on
2. Only one Air-conditioning unit
instead of two will be utilized per floor
3. All computers of teachers with no class
will be turned off , provided each team
needs to make sure they have just one
computer on where they can check the
team members portal from time to time
4. Being extra cautious in passing by
the hall ways
In this way, we can guarantee that the classes can go on
smoothly as much as possible.
Being innovative for me is not measured
as to how many processes you were
able to create, or how grand the process
to begin with, but on how the process
you created resolved the problem and
how flexible you are to change it if the
company or customer need requires it.
CHAPTER 4
Be Responsible
Once you are seen responsible to handle small things,

you are ready to carry big ones.
Small things done, Big things to come!
HOW TO
BE RESPONSIBLE
Project Manager Kat, EE Center
When we got hired for the job, we

were provided by the company a list of duties
which we call our responsibilities. As members
of the growing company, we believe that it
is our job to ensure that our responsibilities
are completed effectively. However, under
various circumstances, we sometimes find
ourselves becoming frustrated of a job not done.
Sometimes the outcome is not according to how
we expected it to be. Getting assigned of variety
of responsibilities, it is still essential for us to
learn how to be accountable of our actions. It
is our role to take the hit if we never complete
our responsibilities. Thus, we should not put the
070

Le Waijiao
blame to our colleagues, neither our clients.

No matter how hard the circumstance and how
severe the pressure is, we should remember
to care about our work product. Displaying a
positive work ethic and character shows that
we take responsibility for the work we do. It is
indeed helpful to demonstrate eagerness to
not only ensure the job is done, but also accept
responsibility for the results good or bad.
Effectiveness follows when we take our job
seriously and whenever we are willing to go the
extra mile to make sure that we perform at our
best and the outcome is excellent.
Being responsible can be done in so
many simple ways such as showing up for work
on time, being reliable toward the tasks given or
even making appropriate choices when coming
up with decisions. Also, basic responsibilities
such as meeting deadlines, exceeding job
goals and reflecting on successful results can
lead to productiveness and fulfillment. Having
the willingness to listen and to learn from our
colleagues and our leaders plays a vital role in
taking responsibilities. Being open to growth
gives us the drive to further aim at our goal
and to work hard for it. It is inevitable to commit
mistakes at work. However, we should definitely
be accountable for such mistakes and should
be responsible not to commit them again in the
future.
Nonetheless, it is just a
matter of taking time to reflect and
putting ourselves together to always
keep the strength and power to lead
and to guide our teachers. I once have
experienced getting demotivated to
pursue my responsiblities due to so
much pressure and stress. However,
having seen the teachers exerted
much effort and responsibilities have
made me realize that challenges are
normal to add spice to my usual life
at work. I have recognized my role
as a motivator. I have comprehended
that I also have the power to spread
strength, confidence and optimism
among the teachers. I am also very
much thankful to my boss for inspiring
me to become a more effective leader
than ever. I have learned the value of
taking responsibilities not for my own
self satisfaction but for the benefit
of the team and everybody in the
company. His own experiences both
as a worker and as a manager in
the past have served as realizations
for me to give particular attention to
every detail when carrying out my
responsibilities. Responsibilities can
be more interesting when positively
embraced and effectively delivered.
We, leaders of the team take the

responsibility to motivate our teachers to
productively engage at work and to diligently
prioritize our clients. Human as we are, we
sometimes become affected of various internal
and external factors affecting our role as
leaders.
Nonetheless, it is just a
matter of taking time to reflect and
putting ourselves together to always
keep the strength and power to lead
and to guide our teachers. I once have
experienced getting demotivated to
pursue my responsibilities due to so

Le Waijiao
071
much pressure and stress. However,

having seen the teachers exerted much
effort and responsibilities have made
me realize that challenges are normal
to add spice to my usual life at work. I
have recognized my role as a motivator.
I have comprehended that I also have
the power to spread strength, confidence
and optimism among the teachers. I am
also very much thankful to my boss for
inspiring me to become a more effective
072

Le Waijiao
leader than ever. I have learned the value

of taking responsibilities not for my own
self satisfaction but for the benefit of the
team and everybody in the company. His
own experiences both as a worker and
as a manager in the past have served
as realizations for me to give particular
attention to every detail when carrying out
my responsibilities. Responsibilities can be
more interesting when positively embraced
and effectively delivered.
BE RESPONSIBLE
Project Manager Jhem, HH Center
What is a Core Value all about and

why is it so important in a company?
These are the questions being
raised most likely to those who are not
aware on how important core value
is. Many companies focus mostly on
the technical competencies but often
forget the underlying competencies
that make their companies run
smoothly and it is the core value. When
a company establish a strong core
values, it provides both internal and
external advantages to the company.
Your culture really is one of

the most important things of your
company, it is who we are, its why
customers choose you. Build a
great company which you would
want to do business with yourself.
If you get this right, your culture is
right. - Richard Branson
For me, if we are surrounded by

people with whom we share common
values and beliefs. We feel safe and
more secure. It makes us happy as
well, if we are happy we have more
positive outlook on all aspects of our
lives. We can easily share ideas and
knowledge for the improvement of the
company we are working with.
TAL-Lewaijiao is one of the
best companies Ive ever worked with,
and I admit that I was really amazed on
how they take care or stand with their
Corporate Values. Let me focus with Be
Responsible if you are aware enough of
the companys core value you owe to obey
it without questioning. It is important to be
Le Waijiao
073
responsible because responsibility is a sign of

having a good character. Irresponsible people
often break the rules and it causes injury or
burden to themselves and others. I believe that
if a person is responsible, he or she knows how
to balance her task to make things easy and
that responsible people can also be trusted and
they usually get farther in life because business
leaders promote people who can work without
constant supervision. As an employee, it is my
responsibility to come to work on time, guide
the teachers, finish my task without pressure
and submit all the required works on or before
the due date.
074

Le Waijiao
During the leadership camp

training last September 5-10, Ive
come to realized that I was so lucky
to be a part of this company. Their
values have taught me a lot on how to
be a responsible person, innovative,
positive and cooperative. I will for sure
carry these values in me wherever I
go to stand as a model not only to all
the teachers in our center but to the
people whom I will be working with in
the future.
BEING RESPONSIBLE:
IS IT A MEANS OR AN END?
Teacher Wendy, JJ Center
Responsibility is part of our lives as growing individuals. It is somewhat a stimulus

that requires a series of responses to be able to get rid of the burden. Our responses are
determined based on how we look at responsibility ahead of us. Some may say that taking
responsibility is important because it helps them to become responsible individuals--Being
responsible as an end. While others assert that being responsible in doing ones task is
just a starting point towards achieving a greater purpose Being responsible as a means.
As an English Online Instructor of TAL-Lewaijiao, one of the core values that I
should be equipped with is to be responsible. Being responsible is not only doing the
tasks as being required but, it is performing beyond what is expected. You might have
been responsible because you performed the task, but have you been responsible in
achieving the ultimate goal of why this task has to be done? Perhaps some of us regard
being responsible as the ultimate goal, but to others it is just a tool towards attaining a
greater purpose.
In my few months of being a part of TAL-Lewaijiao as an English Online Instructor,

Le Waijiao
075
my concept of being responsible as an end

has shifted to the idea that being responsible
is just a means for the attainment of a greater
end. Before, I thought that coming to work
on time, logging in to QQ, checking schedule
of classes and teaching the assigned topics
to students were only my focus because for
me, accomplishing these tasks means being
responsible. As the weeks went by, I started to
realize why Im here as part of TAL-Lewaijiao
and why is being responsible embedded in
the core values of this company. Is it only for
the sake that English Instructors perform as
they are told? Or is it for the realization of the
companys goals and objectives?
Being responsible is not an end, but
rather, it is a means towards achieving a
greater end. Coming to work on time, logging
in to QQ, checking schedule of classes and
teaching students the assigned topics are all
but just a means. Perhaps everyone in this
company is aware of the end beyond these
means. It is providing students with quality
instruction that will enable them to become
confident and competent English speakers
and likewise being able to uplift the standard
of this company, the TAL-Lewaijiao and
contributing to its continuous progress.
Every day I ask myself Have I
been responsible in providing students with
quality instruction? Instead of merely asking
Have I been responsible in teaching the
students the assigned lesson? It is just like
asking myself if I had performed my tasks in
accordance with the ultimate goals of TALLewaijiao and not just because it is required
076

Le Waijiao
by the company. Being responsible for the

purpose of attaining an ultimate goal and
performing the tasks for the sake of being
responsible are two different things. The
former has incomparable impact for the
companys progress than the latter.
In contributing for the success and
sustainable development of TAL-Lewaijiao,
every member of it particularly each English
Online Instructor should learn how to adopt
this belief that being responsible is not an
end in itself, but rather, it is just a means
towards the realization of ultimate end. It
is not enough that we take responsibility
just because this is required of us to do,
it should be performing these tasks with
excellence and beyond the companys
expectation. In this way we are not only
helping the company to improve and the
students to learn with joy but also we
are helping ourselves to have this genuine
feeling of being happy foreign teachers.
IDEAS SHARED, LEADERS SHAPED
078

Le Waijiao

Le Waijiao
079
This book is dedicated to all Le Waijiao people,

who have contributed to the advancement of
Online English Learning.
Consultants:
Golden Zheng
Calyn Shi
Editor-in-Chief:
Sarah He
Editor:
Lily Chen
Operations:
Don Elizabeth Heyres
Special Contributor:
Noel Yu
Graphic Designers:
Keisha Cruz
Joyce Diaz
Contributing Writer:
Bea Lim
Photographers/ Photo Editors:
Jurelle David
Jason Hulleza
Keisha Cruz
Contributors:
Scan the code

or Google en.100tal.com
to know more about TAL
(arranged in alphabetical order)
Celia (PM)
Jhem (PM)
Kat (PM)
Lea (PM)
Patricia (PM)
Teena (PM)
Pat (TS)
Shen (TS)
Julius (TRS)
Katrina (TRS)
Tom (TRS)
Jay (TL)
Ron (TL)
Ivy (TL)
Ariane (T)
Arlyn (T)
Cathy (T)
Debbie (T)
Elbert (T)
Feby (T)
Fiona (T)
Ken (T)
Shaira (T)
Wendy (T)
en.100tal.com

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Learn With Joy...

TAL CORPORATE VALUES

Client Oriented Mindset

Perseverance: Key to Being Client-Oriented

Work from the Heart

Be Pragmatic and Be Positive

50 Be Pragmatic: Set Goals and Reach Them

Be Cooperative and Be Innovative

ABOUT THE SONG

A companys improvement brings its employees improvement. In a few years, along

As a premier educational company, we will continue to focus on quality, reliability

Ideas shared, leaders shaped

I bet it would be a very challenging tonguetwisting exercise.

zero-English respond to the lesson. I

Ideas shared, leaders shaped

something could go very wrong. But

Ideas shared, leaders shaped

He was s himself as I told him how well he did

Being client-oriented is more than

A lot of companies were built

views of internal and external customers?

drive the students away.

Ideas shared, leaders shaped

chosen the right people to give a

CLIENT-ORIENTED MINDSET Sharing and Reflection

In a company, changes in the policy

in an educational institution brings

Ideas shared, leaders shaped

and client-centered mindset when it comes

TEACHING AND ENCOURAGEMENT

who they look forward to see after

As a teacher, I am really attached to

to answer your questions. I gave him

Ideas shared, leaders shaped

LEARNING AS THE HEART

I once had a student last summer

other teachers. So, one faithful day I

Ideas shared, leaders shaped

him the same question every day

Ideas shared, leaders shaped

that is Client Success. This foundation can only

as well, we are also wasting the time of our

effectively applied. Teaching must

What is something that can we do so

Ideas shared, leaders shaped

If you work just for money, youll never make it,

WORK FROM THE HEART

So, why do you teach?, asked my

Why are you studying?

So, why do I teach?

what I signed up for. Thats what I do for a

Ideas shared, leaders shaped

be that easy for some to be clientoriented. I know a lot of people who

be seen in me toward my work, co-workers,

Ideas shared, leaders shaped

Back when I was kid, I got

Ideas shared, leaders shaped

truth is, yes, they are really important. A shop

clients, there will be more job opportunities.

Ideas shared, leaders shaped

you do it, they will want to come

Customer orientation is defined as an approach to sales and customer-relations

languages truly helped during the