English in the workplace for Speakers of Other Languages in Brazil: from communication to working tool IATEFL ESOL Sig - Glasgow 2012 Maria Lúcia Sciamarelli

Presentation Overview 1.Ci&T Company Structure 2.Who are the students? 3.What do they need English for? 4.A new concept of English Teaching in the workplace 5.The future of ESOL in companies in Brazil

Offices in the World New Jersey Philadelphia Atlanta Belo Horizonte Vitória Rio de Janeiro São Paulo Campinas Argentina London Tokyo Shangai Ningbo

Staff Software Engineers Software Architects Quality Engineers (Testers) Web Designers Developers

English in the Workplace

Calls / Meetings 1.Planning Meeting 2.Daily Meeting 3.Demo Meeting 4.Retrospective Meeting

How are the calls made? Meeting room, using the “star” Workstations, with the headphones

Challenge: How to teach these students?

Methodology Ci&T applies the Lean IT concepts associated with the principles of the agile development.

Syllabus Development

English Boost Program (EBP)

EBP Innovating English Teaching Placement test: set a goal Beginner Observer Participant Offsite leader Onsite leader

40 individual classes of 50 minutes: Sprint Online journal: shared document Report at the end of each sprint

Simulated Calls Feedback Working Tools Preparation for Calls EOZ ListeningVocabularyConversation Simulated calls Simulated meetings In class

Scripts for Calls

Student’s Script The scrum master in charge of this project has gone on vacation so your manager asked you to have the daily meetings with the client this week.You don't know details about this project, but will have to find out the detailed status of the tickets below in order to report them to the client during the meeting. Of course you should be prepared to give all the necessary explanations and ask, if you have questions. Tickets to be mentioned during this meeting: ticket 121: closed ticket 145: has been open for 2 months. You should get the information you need and make a decision with the client on what to do here. ticket 147: still open - your team is having a lot of problems here. Explain why. Tell the client what will be done. ticket 255: was open today. You need more information. Ask the client. new feature client has requested: can be done the way the client wants but will take longer. Propose a different solution. bug on home page: being fixed. Explain how. Important note: this client hasn't been very satisfied with your team because of constant delays and quality issues, so be prepared to talk about that. [Other: you should make up all the information that is not here (type of bug, explanations, etc).]

Teacher’s Script You are the client. You expect Ci&T, with whom you are having a daily meeting today, to report the status of the tickets you have opened in the last few days (tickets are requests for service). Ci&T MUST talk about all the tickets below. If they do not mention any of them, please ask them to. ticket 121: what is its status? ticket 145: this request was made 2 months ago. Is it still open? Why is it taking Ci&T so long to take action here? After Ci&T explains what has happened, decide with the student if it is worth keeping this ticket open (meaning Ci&T will still try to find a solution and work on it) or not. Ask the student for help to make this decision. ticket 147: this ticket is still open. Ci&T is having problems here. Again, they should explain what is blocking them and what solution they have found to overcome the problem. Tell them that this ticket is important. ticket 255: You have requested Ci&T to insert a video carousel to display videos uploaded by users. This should be done before Mother's Day. Moms will record themselves or be recorded with their babies using J&J's products. They will upload these videos to the page and the videos will be randomly displayed by this carousel on the main page of the website. new feature: you have requested Ci&T to develop a new feature (each student is free to 'make up' what the new feature is and describe to you how it will be developed, so just listen to them and check whatever is not clear there was a bug on your home page that Ci&T was supposed to fix. They are still working on it and should explain what caused it and how they are solving the problem This team has delivered tickets with considerable delays and you are not happy about that. You are also dissatisfied with the quality of recent work they have done for you. Complain and ask them what is going on and what Ci&T is planning to do to improve quality. Tell them this is becoming a major issue and that you may consider hiring Tata to do IT service for you in the near future if this goes on. Feel free to ask them questions at all times. It is not a problem if you do not understand technical terms / jargon and they need to explain. They are usually quite happy to explain things to us. :)

The Future of ESOL in companies in Brazil: EBP

Questions

Contact Website: Facebook: Malu Sciamarelli