New 4 c memos gmail 11 20-11

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New 4 c memos gmail 11 20-11

  1. 1. 4C – MEMOS (GMAIL)Business Idioms and Terms-Basic (Lower-Upper)Thu, Mar 3, 2011 at 10:20 PM(CHECK GMAIL FOR THE MATERIAL)______________________________________Narration Using Comic Strips (Begin-Low)Thu, Mar 3, 2011 at 5:08 PM(CHECK GMAIL FOR THE MATERIAL)______________________________________THROUGH THE YEARSTue, Mar 8, 2011 at 1:07 AMThe attached file is the compilation of all the memos since the company started.The memos were made for the “dos and donts” of how the lessons should go.Please take it to heart again and TAKE TIME TO READ IT.Again, for your reference.______________________________________TEMPORARY OPERATIONSun, Mar 13, 2011 at 5:59 PMThe earthquake and Tsunami has caused massive Nuclear Power Plant damage inJapan.Government officials has announced that there will be power shortage andpower failure in some areas.With this, tutors lesson slots will be reduced by 30-40% as ourclients drawback and inability to go online due to the power shortage.This is just a temporary thing. This is one way to help Japan.
  2. 2. Everything will be back to normal operations in due timePlease take a moment of silence to pray for our neighboring country, Japan.Thank you.______________________________________HOW CAN WE SUPPORT JAPAN?Tue, Mar 15, 2011 at 9:07 PMA massive 8.9/9.0 magnitude earthquake hit the Pacific Ocean nearby NortheasternJapan at around 2:46pm on March 11 (JST) causing damage with blackouts, fireand tsunami. On this page we are providing the information regarding the disasterand damage with realtime updates.(Updates throughout) * Report that nuclear buildings outer structure blown off * Death toll from quake and tsunami put at 1,300 * Huge trail of devastation along Japans northeast coast * Quake shifted earths axis and main island of JapanCOLLEAGUES, JAPAN HAS HELPED OUR COUNTRY IN MORE WAYS THAN ONE ANDWITH THIS LET US BE ONE AND SUPPORT JAPAN.WHAT I WILL ASK IS NOT AN OBLIGATION NOR COMPULSORY...~~~ 1 DAY/NIGHT FREE LESSONS OR MAYBE A FEW SLOTS FREE ~~~PROCEEDS WILL GO TO THE MOST AFFECTED AREA AND WHO MOST NEED IT.ONE OF OUR SKYTALK FAMILY IN JAPAN WENT TO SUPERMARKET AND COULDHARDLY GETANYTHING - FOOD, CANDLES, WATER, GAS, ETC, NO MORE... I KNOW OURCOUNTRY HAS BEEN HIT BY NATURES FURY MANY TIMESAND JAPAN HAS ALWAYS BEEN THERE FOR US. NO ONE HAS ASKED ME TO DOTHIS. I KNOW SOME OF YOU FEEL THE SAME AS I DO,HOW TO EXTEND OUR SYMPATHIES TO JAPAN... AND THIS IS HOW.WE CANNOT JUST SIT AND DO NOTHING.YES, WE PRAY FOR THEM, THAT IS A GREAT HELP! BUT I FEEL WE NEED TO DOMORE.... Thank you for taking the time to read my letter.______________________________________DISCARD THE OLD LEVEL CHECKING MATERIALThu, Mar 24, 2011 at 6:04 PMAttached is the NEW LEVEL CHECKING MATERIAL made by the company that willbe utilized on MARCH 28, 2011.
  3. 3. Same structure but questions were altered. The graphical contents and instructionswere improved for the student and the tutors benefit.Level Checking Material has two sets of copies, one for the tutor and one for thestudent.Please download and review. DISCARD THE OLD LEVEL CHECKING MATERIAL.(CHECK GMAIL FOR THE MATERIAL)______________________________________ALL TEACHING MATERIAL FILES, PLEASE DOWNLOADThu, Mar 24, 2011 at 11:01 PMReminder again, kindly DOWNLOAD ALL TEACHING MATERIALS to avoid complaintsfrom the clients. Please make sure that all of the teaching materials are in yourLaptop or PC to avoid any problems with file sending.Skytalk Lead Manager informed again about the main problem that the tutors areproducing. Please take note.[10:48:58 PM] Skytalk-Manager: these days , Skytalk Japan office got complainsfrom clients about tutors misoperation about sending files ,and checking client infobefore they start thier lessons[10:49:54 PM] Skytalk-Manager: this can be the reason for clients to stop takinglesson from skytalk______________________________________NO WEBCAM NO SUPPRESSIONFri, Apr 1, 2011 at 11:30 PMStarting tomorrow APRIL 2, 2011, lessons that were canceled because of tutorsunavailability to use the webcam will not be suppressed. Please take note.All tutors are mandated to use the WEBCAM as what is stated in our JAPANWEBSITE.
  4. 4. LETTER OF EXPLANATIONSat, Apr 2, 2011 at 7:14 PMConsidering the catastrophic event that took place in Japan,our clients are still willing to learn and reserve for you.But sad as it is, as cancellations has been rampant nowadays from theTutors side. This is not a very good image from us, and as most ofus wants to help Japan in our own little way... then why cancel?Starting today, 01 April 2011, Friday, you need to furnish the undersigneda letter of explanation regarding your sudden cancellations from theprevious night. This will go on every time you make sudden cancellationsas Japan desk needs it ASAP.Most cancellations doesnt have any informations nor explanations givento any 4C staff. With this, SMs are having a hard time on what to tell theclients why you cancelled.THE LETTER OF EXPLANATION IS A MUST THAT SHOULD BE SENT RIGHT AFTERYOUR ABSENCE. Then will be turned over to Japan Desk.______________________________________Questions for Conversations (Beginner)Mon, Apr 4, 2011 at 1:02 AM(CHECK GMAIL FOR THE MATERIAL)______________________________________Questions for Discussion (Lower-Upper) SKY LIBRARYMon, Apr 4, 2011 at 1:23 AM(CHECK GMAIL FOR THE MATERIAL)______________________________________COMPLETE SOLUTION FOR SKYPE DOWNTIME PROBLEMThu, May 26, 2011 at 11:31 PMThe attached file is the complete SOLUTION for the SKYPE DOWNTIME PROBLEM
  5. 5. experienced by 8 million people as per the SKYPE MANAGEMENT.Please follow the solution attached and for your LESSONS on MAY 26 please leaveit as it is.Make comments on the lessons that you were able to accomplish. 4C and SM Staffwill recheck everything.For additional inquiries, please ask Sir Alvin (cee_ey)______________________________________READ ASAP...27APRILWed, Apr 27, 2011 at 11:58 PMSkytalk Japan Office would like to request for the EXPLANATION LETTERS fromtutors<<< MONETTES reallocation: Shes not feeling well due to lack of sleep.2330 - rei jiroramo - CANCELED (no available tutor)<<< MELADYS reallocation: She will be picking up her father from the airport.2330 - ayakanit - CANCELED (no available tutor)Also please write HOW TO AVOID the matter not to happen again.such as make sure to call not text, etc etc.Canceling lessons on the day will make you loosing clients.its clear that you may loose your payments also.Please send your explanation letter untilAPRIL 28th 19:00 JPNto 4Cif there are no letters, 4C will send you a message what to do orSkytalk will close your schedules.______________________________________ROUTINEMon, May 23, 2011 at 12:50 AMThis must be routinely done everyday BEFORE STARTING THE LESSONS to avoidmishappenings that can greatly affect the company.
  6. 6. ANTIVIRUSONCE A DAY -- > QUICK SCANONCE A MONTH --> FULL SCANIf you need further assistance, kindly ask Sir Alvin (cee_ey)______________________________________UNWANTED BEHAVIOR/skype down timeSun, May 29, 2011 at 6:35 PMGood day.TWO THINGS PLEASE:1. Recently, we are having clients with unwanted behavior (masturbating orshowing of private parts of their body).If you encounter such client/s please click on the snaphot button found on theupper portion of skype. If in any case your video is not on (which should alwaysbe on) ..use your celphone or digicam to capture.Do not panic if ever you encountera scenario like the one above and follow the instructions given.I am encouraging all tutors to do what has been instructed, as Japan desk needsevidence and will deal with client appropriately.2. You have to check your GMAIL, YAHOO and Skype and READ ALL MAILSdirected to you. This should be done daily. And with regards to the SKYPEDOWNTIME...as per Sir Shin, you will be paid accordingly, do not change anythingin the Reservations System.______________________________________TUTOR SNATCHERS!!! BEWARE!Fri, Jun 24, 2011 at 2:01 AMCompetition in this type of On-line Industry has become tough and morecompetitive.With this, clients posing as students are recruiting Tutors from Skytalk duringlesson time.Skytalk / 4Communications will be dealing with the clients and tutors accordinglyand we ask you to refrain from any such activity. If and when a case similar to this
  7. 7. happens (the recruiting), Management encourages you to disclose the matter thesoonest possible time as not to be implicated with Conflict of Interest.Hence, once again I encourage you to read the Contract of Agreement that wasserved to you.The Company will have to serve the rightful legal matters about this situation. Weare protecting our Company as well as the tutors, and would not want to have anyterms violated within the Contract of Agreement as the Company has the right toclaim damage and loss from this act as a violation.Let us work as a family and not let ourselves get involved in this dishonoring actand show the recruiters (deceitful people) that they cannot pull us apart.Thank you very much for being a loyal part of this family. ALL THE BEST TO US!______________________________________LEVEL TEST FOR STUDENTMon, Jun 27, 2011 at 12:11 AMLEVEL CHECK TESTThe URL indicated is the download link for the LEVEL TEST MATERIALS.The company has developed 2 ADDITIONAL LEVEL TESTS to be used as aSUBSTITUTE for LEVEL TEST 1. The Scoring system is similar to LEVEL TEST 1.Refer to LEVEL TEST 1 for the SCORE TABLE.A reminder for using the LEVEL TEST MATERIALS:- If the client cant answer the question move to the next question to save time.(Clients informed that it takes time before the test is finished because of staying inone question without moving on)Thank you very much for downloading the files.______________________________________LATEST LEVEL CHECK TESTMon, Jun 27, 2011 at 12:42 AMAttached are the latest LEVEL TEST MATERIALS (1)(2)(3) both with tutors andclients copy.
  8. 8. The company has developed 2 ADDITIONAL LEVEL TESTS to be used as aSUBSTITUTE for LEVEL TEST 1 but the priority is still LEVEL TEST 1.The Materials range from SIMPLE (LEVEL TEST 1) MEDIUM (LEVEL TEST 2) andDIFFICULT (LEVEL TEST 3). Tutor can choose from the three level test materials Ifthe client will request for his level to be rechecked (LEVEL UP)The Scoring system is similar to LEVEL TEST 1. Refer to LEVEL TEST 1 for theSCORE TABLE.A reminder for using the LEVEL TEST MATERIALS:- If the client cant answer the question move to the next question to save time.(Clients informed that it takes time before the test is finished because of staying inone question without moving on)Thank you very much for downloading the files.______________________________________PAYROLLWed, Jul 13, 2011 at 6:02 PMFYI. (for payroll purposes)Starting today, 13 July 2011, all tutors who do not comply with the protocol inaccomplishing the comments when lessons are done shall not be counted in thepayroll system. As you have been instructed during the course of your training withAsst. GM, Ms. Mica that undone comments will stay yellow which our system inJapan does not recognize as lesson completed.ALL LESSONS COMPLETED SHOULD HAVE A COMMENT FOR IT TO TURN DARKGREEN THUS SHALL BE PAID. ( DO NOT PLACE ANY COMMENT IF THE CLIENT ISABSENT).FOR YOUR STRICT COMPLIANCE.______________________________________PLEASE READ:LESSON REMINDERSSun, Jul 17, 2011 at 10:26 PMLESSON REMINDER (1)
  9. 9. Recently, Clients are complaining about the tutors " insufficient knowledge"regarding their lesson request. Clients feel that the tutors are unaware of thelesson method that they specifically asked. With these increasing complaints,Management is reminding again to please check the CLIENTS PROFILE beforehaving lessons.LESSON REMINDER (2)If the clients are having technical and connection problems, do not emphasize tothe clients that "IT IS THEIR PROBLEM" because it offends them. Please rememberthat we need to provide excellent customer service to them. If it is the clientsproblem, report it to the 4CM on duty and the 4CM on duty will report the truesituation to SM.______________________________________READ NOW READ NOW READ NOW!!!!Thu, Jul 21, 2011 at 11:46 PMGUIDELINES FOR LESSON CANCELLATIONS:1. Starting tomorrow for the tutors who are late 4CM / monitoring will be callingthree times only, after that no more calls shall be done and lesson cancellation willproceed. (Please update us will your celphone numbers)2. For tutors who requests for lesson cancellation. 4CM needs to recheck the detailscarefully (need reason), after rechecking for the time vailidity, lesson cancellationwill proceed.3. If a tutor requests for lesson cancellation and is online, 4CM / monitoring shallconfirm with the tutor, if the tutor failed to respond within 10 mins, lessoncancellation will proceed.4. For the tutors who fluctuated 3xs successively, 2 lessons will be canceledautomatically.5. If a tutor is not on her pc or laptop without informing 4CM, and reallocation wasmade for them, all lessons shall be cancelled the following day.6. Tutors who asks another person to type-in their timecard (on time) for themwhile tutor still out and was late, all lessons the following day shall be reallocated.NOTE: Cancellation could be 1 - 2 days depending on the gravity of the issue).______________________________________
  10. 10. Please think about your safetyWed, Jul 27, 2011 at 11:14 PMPresenting our beloved country to the clients is much appreciated by themanagement but please avoid saying "WHY DONT YOU GO TO THE PHILIPPINES?"because as per SM Senior Lead Manager, Majority of the MALE clients take itseriously.The aforementioned question has a different conotation to the JapaneseMale Clients. Clients might misinterpret it and think differently about you. Theymight go here in the Philippines with negative motives in mind. Please think aboutyour safety.______________________________________MY NAME ISAug 1, 2011 at 8:59 PMThe names of the clients are somehow difficult to pronounce because of itsJapanese origin but if you will mispronounce the clients name, please apologize tillyou get the correct pronounciation.We have also recieved multiple complaints again, about skytalk tutors watching TV,listening to radio, chatting with someone and not concentrating during the lessontime.Though some of these complaints are misinterpretation of the tutors action, still,you need to be careful because Japanese clients are sensitive. They tend tomisinterpret actions.Please work professionaly during the lesson time. Clients are starting to thinkabout Skytalks credibility to provide excellent tutors.______________________________________DOWNLOAD NOW, ALL OF THE TEACHING MATERIALSWed, Aug 3, 2011 at 7:35 PMAttached file is the SKYTALK - EBOOKS for the download site of all the teachingmaterials.The Side By Side book has been divided per page and you need to download it oneby one in this updated Skytalk - ebooks. The advantage is, you can easily send theSide by Side files compared to the old file that was divided per lesson.
  11. 11. Please download all of the teaching materials in this PDF to avoid unnecessarydelay in the lesson.______________________________________Please make it as a habit: INFORM ALWAYSThu, Aug 11, 2011 at 11:07 PMReallocation is the transferance of another tutors student to any available tutorsduring each lesson slot.Reallocation can happen anytime, even in the middle of the lesson. The nature ofreallocation happens quickly and the specific time that it can happen isunpredictable due to different problems that can be encountered in each timeframe.With this information, which you were also informed during the training, It is amust that you inform the 4CM on duty if you will be out in your station at thecenter or if you will be away from your PC while at home.This must be a routine action for you to accomplish, to avoid unnecessaryreallocation and cancellation of your slot and also negligence record in your file .Majority of the tutors fail to accomplish the aforementioned.Please make it as a habit: INFORM ALWAYS______________________________________Daily Life (ADDITIONAL LESSONS)Fri, Aug 12, 2011 at 6:19 PM(CHECK GMAIL FOR THE MATERIAL)______________________________________TOEIC Reading and Speaking Lesson 2, 3 and 4 (revised)Fri, Aug 12, 2011 at 6:31 PMThe files in this link are the revised lessons in the teaching material TOEICREADING AND SPEAKING. The graphics for LESSONS 2, 3 and 4 has beenenhanced for client satisfaction.
  12. 12. Please download all of the attached file.______________________________________TOEIC READING AND SPEAKING LESSONS 26 - 50Sat, Aug 13, 2011 at 8:27 PMPlease download the TOEIC READING AND SPEAKING LESSONS 26 - 50. Answerkey has been included also.http://skytalk.co.jp/lesson-plan-toeic.html = TOEICThank you for downloading.______________________________________UNIFORM MESSAGE for next clientSun, Aug 14, 2011 at 10:34 PMLately clients are complaining about the typing sounds they hear, client will wait fora message in the chat box but will not get anything, with this a uniform messageshall be sent through copy and pasting to your next client before your lessons withthem (to avoid typing not intended for them). as follows:1. Hi, I will be your next tutor. I will call you on time and looking forward to talkingwith you later.2. Hi, I will be your next tutor. I will call you on time and looking forward to talkingwith you later. My connection is not good now, so we will use voice call instead ofvideo call. Thank you. (optional) ---> this will be sent only if your connection isweal or unstable.FOR YOUR STRICT COMPLIANCE.______________________________________CLIENTS PRIVACY INFORMATIONMon, Aug 22, 2011 at 9:05 PMFor the past few days, 4C and Skytalk Staff has been discussing about clientsprivacy information, wether to give the name of the client who complained or makeit anonymous. With the discussions made, taking into account the benefit of the
  13. 13. client and also the tutors, the following has been decided:1. We will not tell Clients name and Tutors do not need to write an explanationletter about it. ( We will just relay the info)2. When clients want explanation letter, then we will tell the name to tutors andtutors would write an explanation letter.- Skytalk Senior ManagerThank you very much for reading.______________________________________TUTORS ---> RECONFIRM!!!Tue, Aug 23, 2011 at 1:05 AMYou receive emails whenever a client reserves for your lesson, which the purposeis to allow you to know when was your last lesson with the client and also the lastlesson taken... AND THE REQUEST WILL BE SHOWN below the Reservations Data.Sometimes the client/s decides to change their lesson at the last minute and theReservations Data wouldnt be able to update late changes.With this, make sure to RECONFIRM to the client the title of the Lesson shown inthe clients Reservations Data just before the start of the lesson proper. If everclient wants to continue or has decided to change the lesson, please make surethat you provide what material the client would like to have. Thank you!______________________________________Skytalk Clients and 4Communication Tutor RelationshipsWed, Aug 24, 2011 at 9:58 AMGood Day TutorsAs you are aware, all tutors are requested to sign a contract with 4CommunicationCo., Inc. in respect of their Providing Tutorial Services for the benefit of Skytalkclients.In the contract, it is clearly stated and agreed that there will be no relationshipbetween the client and tutor outside of that stated above.Recently we have become aware of tutors offering clients the opportunity toemploy their tutorial services outside the agreed contractual terms and conditions,
  14. 14. using Paypal as the means of payment and charging in the region of PHP200 perhour.You may be aware that Skytalk staff take lessons with yourselves on a randomlyselected basis, to ascertain continued quality of service, effective communicationand establish tutor / client relationships. The one thing that you will not know is theactual fact that you are providing a lesson for one of the Skytalk staff!Any relationship between client and tutor outside of the Skytalk / 4Communicationprotocol is strictly forbidden and should we find that a tutor is offering personalservices to any of our Skytalk clients as above or in any other form, then the tutorwill incur immediate termination from the 4Communication tutor pool.Please be guided by the above and avoid any infringement of your terms andconditions of employment by 4Communication, as the knock on effect of any suchevent can be very severe, not only upon yourselves but also on your clients inJapan where the laws on fraud are very harsh.Thank you for your adherence.Paul R HedleyPresident4Communication Co., Inc.______________________________________SKYTALK E BOOKS UNDER MAINTENANCEThu, Aug 25, 2011 at 10:09 PMAs you have noticed, when you are downloading the teaching materials, most of itare not available. Majority of the teaching materials uploaded in send space(SKYTALK E - BOOKS) has been automatically deleted since we are using a freeaccount only.As of this time, the materials are being uploaded and organized again. Once thematerials are available in the site, 4C will send the SKYTALK E - BOOKS.pdf______________________________________REVISED SKYTALK E - BOOKSFri, Aug 26, 2011 at 11:25 PMAttached file is the revised SKYTALK E - BOOKS for the teaching materials. All ofthe latest improvements with the teaching materials has been included in the
  15. 15. attachment.Please download the materials you need.______________________________________URGENT NOTICE!!!Thu, Sep 1, 2011 at 3:30 PMATTENTION: All TutorsGreetings!Please be informed that starting today Ms Gloria Gamboa is no longer connectedwith Skytalk - 4Communication Co. Inc.We would like to introduce to you our new General Manager, Ms. Mica Balderama.You can address any operation-related concerns directly to her.Please be guided.Regards,Paul R. HedleyPresident of the Company______________________________________CENTER BASED TUTORS BREAK TIMESun, Sep 4, 2011 at 8:03 PMCenter Based Tutors,Once you have arrived in the center 30 mins before the start of your working time,You can have 15 mins break time before the lesson begins.If you will go out, Please inform the 4CM on duty any staff in the center about yourlocation.If there are no present staff, please leave a note in their desk about yourwhereabouts to avoid any miscommunication.Dont forget to bring your phone with you if you will be out to take your break.
  16. 16. For your strict compliance. Thank you very much for your cooperation.______________________________________CEBU CENTER ISSUEThu, Sep 8, 2011 at 1:11 AMCenter Based Tutors,Please be advised to read all of the GMAILS everyday before starting to work. Youneed to do this, for you to be updated with the new rules and information aboutyour work as a skytalk tutor.Ladies, Id like to clarify some issues regarding the center and knowing yourprofessional level, I know that you can objectively see the explanation.1. WHY IS THE MANAGEMENT SUDDENLY STRICT?Ladies, Our apologies if the changes were sudden. The rules had been laid outbefore but due to some serious problems in Manila Center, which was needed to beresolved immediately, the management wasnt able to focus implementing theneeded rules at Cebu Center.Please do not think that the management is being biased. I am aware about thepersonal issues of the tutors with the staff but the implementation of the ruleswere not based because of aforementioned.Rules are needed to be implemented for the organization of the center.2. THE WEBCAM IS FOCUSED TO THE TUTORS.All of the 4C Centers were required to have web cams for the managementsmonitoring purposes. The main reason is Office abuse. It started in one of thecenters and the management doesnt want it to happen again. The webcam ismainly focused at the doors direction to see any incoming persons that are notpart of the center. No one is allowed in the center except the staff and theauthorized tutors.3. IT TAKES TIME BEFORE THE 4CM CAN CHANGE THE LESSON STATUS.Compared before, we have more tutors working in the evening shift. The companyis expanding. Each night the 4CM handles 60 - 70 tutors (minimum). It takes longerto change specially of there are more important tutor problems to be fixed andprioritzed in that lesson time.
  17. 17. 4CM also needs to be careful and recheck the absent lessons slots that must bechanged. It is the 4CMs common mistake of changing the wrong lesson slot whichconfuses the client. We wanted to change it as fast as we can because we knowyou are waiting but due to this action, mistakes are commited.4CMs appreciate this observation by the tutors and we will take it as a challenge toimprove more.4. 4CM CANCELS THE LESSON EVEN IF THE TUTOR INFORMED NOT TO CANCEL.As you are all aware, we have specific waiting time for each shift. 10 mins waitingtime in the evening shift and 15 mins waiting time in the afternoon.If the tutor is suddenly offline we can only wait for a maximum of 2 mins.We cannot let the clients wait longer because one of Skytalks service is to providea replacement tutor immediately once their original tutor had encounteredproblems (TECHNICAL, CONNECTION, PERSONAL).Skytalk/4C is similar to any restaurant. In the restaurants, if you ordered a mealand the meal given to you was burnt, smelled bad or spoiled, you want it to bereplaced, the management of that restaurant will make up for it by giving youanother meal. Like Skytalk, we need to replace problematic lessons which is donethrough reallocations.If we are not able to reallocate within the set time, clients will lose their confidencein Skytalk. Clients might leave us.If the tutor had connection, technical and power failure problems, there are nodefinite time about the tutors return. If the tutor fluctuated thrice we need toreallocate the next slot immediately for stabilization of the connection.*Power failure - 2 lesson slots immediately.5. NOISYThere are instances that the voice of the staff gets loud if the operation is gettingstressful or there are tutors that must be constantly checked because of certainproblems. With this I apologized, the staff will do their best to control the voicevolume.6. CONSTANT RECHECKING BY CEBU STAFF EVEN IF YOU ARE CENTER BASEDTUTORS.Its 4CM Lydias responsibility to check if the center based tutors are all present 15
  18. 18. mins before the lesson time. If 4CM Lydia missed to communicate properlyregarding the center based tutors location, she will be held liable for it.7. REMOVAL OF SOME TUTORS IN THE CENTER.All efforts from the management had been done to fix the connection problem atCebu Center. This is done in order for the tutors to utilize the web cam.Unfortunately, majority of the center based tutors are having difficulites using thewebcam because of the connection. It has been decided to remove tutors in thecenter with low performance rate (low reservation) and to maintain the effectivetutors. With this, the center based tutors can utlize their webcam and incidence ofconnection problem in the center will be lessen.*IT IS A MUST TO USE THE WEBCAM DURING THE LESSON TIME*8. CLEANLINESS OF THE OFFICE-- We do not have janitors to clean the office. Therefore all of us must contribute incleaning. It has been done in BF and OMM centers.OMM - Staff and Tutors clean their desks and wash the kitchen utilities used.BF - Each Staff and tutors have an assigned day to clean the whole center.For the Cebu Center based tutors, please clean your own area.Thank you very much for understanding the situation and if you have moreclarifications or any issues please ask me.______________________________________CENTER BASED TUTORS BREAK TIMESun, Sep 4, 2011 at 8:03 PMCenter Based Tutors,Once you have arrived in the center 30 mins before the start of your working time,You can have 15 mins break time before the lesson begins.If you will go out, Please inform the 4CM on duty any staff in the center about yourlocation.If there are no present staff, please leave a note in their desk about yourwhereabouts to avoid any miscommunication.
  19. 19. Dont forget to bring your phone with you if you will be out to take your break.For your strict compliance. Thank you very much for your cooperation.Sincerely,Mica______________________________________DISCIPLINE (LESSON CANCELLATION MUST BE AVOIDED)Mon, Sep 12, 2011 at 1:11 AMCompared before, most of you might have noticed that the management has beenstrict when it comes to implementing the guidelines for lesson cancellation.The main reason for this, is the competition with the other online english schools inJapan.In order for us to survive, we need to have discipline and organization. Themanagement needs your cooperation concerning this matter.I am happy to inform you that we are surviving inspite of the competition but thisis not enough for everyone. We need the clients to stay with us and not just leaveafter the free trial lessons. We need to have the clients confidence in Skytalk andits tutors.The weak area that Skytalk has are the lesson cancelations made due tonegligence, personal difficulties, technical and connection problem.As a reminder again regarding the prevention of lesson cancellation. Please takenote of the following guidelines:--> GUIDELINES FOR LESSON CANCELLATIONS1. For the tutors who are late 4CM / monitoring will be calling three times only,after that no more calls shall be done and lesson cancellation will proceed. (Pleaseupdate us with your celphone numbers)2. For tutors who requested for lesson cancellation via skype. 4CM needs torecheck the details carefully (need reason), after rechecking for the time vailidity,lesson cancellation will proceed.3. If a tutor requests for lesson cancellation and is online, 4CM / monitoring shall
  20. 20. confirm with the tutor, if the tutor failed to respond within 10 mins, lessoncancellation will proceed.4. For the tutors who fluctuated 3xs successively, 2 lessons will be canceled.5. If a tutor is not on her pc or laptop without informing 4CM, and reallocation wasmade for them, all lessons shall be cancelled the following day.6. Tutors who asks another person to type-in their timecard (on time) for themwhile tutor still out and was late, all lessons the following day shall be reallocated.NOTE: Cancellation could be 1 - 2 days depending on the gravity of the issue).7. Tutors whose first class were reallocated because 4CM did not received anyinformation about his/her location, will be marked as NO INFO.If the tutor (NO INFO) is still offline after the set waiting time (10 mins), 4CM willcancel all of their scheduled classes. (Instruction from JPN Mgmt)In addition to the Lesson Cancellation guideline, this is in response to the issueraised about the 4CMs way of canceling the lesson which was already explained tothe center based tutors.--> 4CM CANCELS THE LESSON EVEN IF THE TUTOR INFORMED NOT TO CANCELAs you are all aware, we have specific waiting time for each shift. 10 mins waitingtime in the evening shift and 15 mins waiting time in the afternoon.If the tutor is suddenly offline we can only wait for a maximum of 2 mins.We cannot let the clients wait longer because one of Skytalks service is to providea replacement tutor immediately once their original tutor had encounteredproblems (TECHNICAL, CONNECTION, PERSONAL).Skytalk/4C is similar to any restaurant. In the restaurants, if you ordered a mealand the meal given to you was burnt, smelled bad or spoiled, you want it to bereplaced, the management of that restaurant will make up for it by giving youanother meal. Like Skytalk, we need to replace problematic lessons which is donethrough reallocations.If we are not able to reallocate within the set time, clients will lose their confidencein Skytalk. Clients might leave us.If the tutor had connection, technical and power failure problems, there are nodefinite time about the tutors return. If the tutor fluctuated thrice we need toreallocate the next slot immediately for stabilization of the connection.
  21. 21. *Power failure - 2 lesson slots immediately.The Management is hoping that with this information, you will understand or beenlightened to prevent cancellations.For your strict compliance.______________________________________TEMPLATE FOR THE EXPLANATION LETTERMon, Sep 12, 2011 at 1:25 AMAttached file is the EXPLANATION LETTER TEMPLATE which was made by SeniorLead Manager.Use this template and fill it up with the necessary information needed and send itback to the 4CM gmail account.Please download and save a copy of the template.For your strict compliance.P.S.Thank you very much for the majority of the tutors who are reading the emails.COMPILATION OF 4C MEMOS GMAIL AND YAHOOTue, Sep 20, 2011 at 6:44 PMTutors,Attached file are the compilation of 4C MEMOS in the yahoo and gmail accounts.Please download the attachments for your reference.*WE ARE CURRENTLY USING GMAIL AND NOT YAHOO*For your strict compliance.SincerelyGM Mica
  22. 22. ______________________________________OPERATIONAL IMPROVEMENTSTue, Sep 27, 2011 at 1:26 AMTutors,For September, the incidence of lesson cancellations had decreased and themajority of the tutors are arriving within the specified time (30 mins before thescheduled working time).Majority had been informing appropriately also, but then again, there are sometutors who are not doing so.Now, this email serves as a reminder and encouragement for everyone aboutinforming ahead of time, avoiding cancellations through carefull schedule planningand preventing late arrivals.Everyone will benefit from these actions, once it has been acted upon (STAFF ANDTUTORS). More clients for the company (Clients wholl stay) and steady salary forthe tutors. Its a win-win situation.The staff will be more persuasive in checking the tutors but they need yourcooperation to produce an excellent output every operation time.Thank you again for reading this email and God Bless us All!SincerelyGM MicaP.S.If the late arrivals will increase again, the waiting time will be reduced to 5 minsinstead of 10 mins. Kindly take note.______________________________________LI-UI Tutors copyThu, Oct 6, 2011 at 8:11 PMTutors,Please download the attached teaching material titled as "LISTENINGEXCERCISES". This is the latest material made by the company which has anembedded audio.
  23. 23. It is important that you DOWNLOAD the teaching materials instead of viewing it.The embedded audio does not function when you view and access the file at gmaildocuments.The material has been divided into two categories:Listening Excercises - Daily--> Lower Intermediate - Upper Intermediate (LI - UI)Listening Excercises - Business--> Upper Intermediate - Advance (UI - A)Listening excercises are recommended for clients who are interested in TOEIC andBusiness Materials. You can recommend or immediately present this to theminstead of our old TOEIC and Business Materials.The attachment contains the tutors copy. As for the clients copy, it will be postedin the skytalk website and an email will be sent containing the link for the clientscopy.The tutors copy contains the answer which is highlighted in YELLOW. If you willnotice also, each lesson has the word "KEY" at the end of the Lesson Title.You will be informed through gmail again about the start date of the LISTENINGEXCERCISES but for now, please download all of it and wait for further advice.For your strict compliance.Sincerely,GM - MicaP.S.It is a must that these files are downloaded in your PCs. Unavailability of theteaching materials will be a negligence on your part.______________________________________OUR RESPONSIBILITYThu, Sep 29, 2011 at 6:29 PMTutors,
  24. 24. A Good working relationship is needed for an organization to progress. Each partyhas a specific responsiblity to accomplish and once those responsibilites are carriedout, an excellent product is produced and a symbiotic relationship is fostered.Tutors and staff work hand in hand by communicating and coordinating to producea quality output. If either of the parties fail to execute the obligation assigned tothem, the end product is defective.You are OUR responsibility and we have an obligation to the company. That is thereason why the staff are continously checking, reminding and explaining about theprocedures and protocols of the company. It is our obligation.If the staff would implement the rules and remind or correct you, pleaseunderstand because we are fulfilling our duties.There are some lesson cancellations made that were unintentionall, themanagement is aware about it but, it is not only the tutors that are hurt with thecancellation but also the clients, 4C Managers and Skytalk Managers.The simple act of informing appropriately will help and please dont forget to checkyour GMAIL everyday.Thank you very much.Sincerely,GM MicaP.STake note of your acknowledgement and send it on time, it is included in theattendance activity that the 4CMs check and record everyday.______________________________________LISTENING EXCERCISESFri, Oct 7, 2011 at 10:27 PMTutorsThese are the download links for the LISTENING EXERCISES material:Lower-Upper Intermediate Listening Materials Tutors copyhttp://www.sendspace.com/folder/4mkiteUpper Intermediate-Advance Listening Materials Tutors copy
  25. 25. http://www.sendspace.com/folder/5v101rPlease download it as soon as possible before the link expires. You also need togive time in downloading the material because of its heavy load.For your strict compliance.Sincerely,GM - Mica______________________________________REVISED FORMAT OF THE COMMENT (DOWNLOAD)Thu, Oct 13, 2011 at 9:14 PMTutors,Attached is the REVISED FORMAT OF THE COMMENT. Please download the file foryour reference.Comment Page1ST BOX (TEACHING MATERIAL AND COMMENT)This is where the format for the teaching material comment will be applied. Youcan also write your evaluation to the student in this part where the clients can seeit.2ND BOX (MEMO TO THE NEXT TUTOR)Clients cant see this box. This box will serve as a reference for your co-tutorsregarding the lesson that you had with the clients. You can truthfully write theinformation deemed helpful for the next tutor.Thank you very much for following.Sincerely,GM - Mica
  26. 26. ______________________________________NOVEMBER 1 ALL SAINTS DAYSun, Oct 16, 2011 at 6:10 PMTutors,We are half way to OCTOBER and NOVEMBER is fast approaching. Undeniably,November 1 ALL SAINTS DAY are one of those special holidays, that majority of usFilipinos celebrate to commemorate our deceased loved ones.Inspite of this fact, our work at 4C/Skytalk still continues. Please arrange yourimportant personal matters on NOV 1 and plot your working schedules. We will beneeding your full support on this matter.Thank you very much for COOPERATING dear tutors.Sincerely,GM - Mica______________________________________SKYPE VERSION PROBLEMSThu, Oct 20, 2011 at 1:23 AMTutors,Please view and study the attached file concerning SKYPE.The file has been made by Sir Alvin and it contains instruction regarding Skypeinstallation.If you are having problems with the latest Skype version, please refer to thisattachment.Thank you very much for following.Sincerely,GM - Mica
  27. 27. ______________________________________SM SENDING MESSAGES TO THE TUTORS (RATIONALE)Sat, Oct 22, 2011 at 7:09 PMTutors,The basic Operational Concept is that the 4C-Manager manages the tutors and theSkytalk Managers handles the clients. You may have observed that there areinstances wherein the assigned SM for the night will send messages to you.Rational for doing so is to confirm your online status and to quickly inform theclients about it. 4CM relayes your skype status to SM and rechecking is donebetween the two parties but due to multiple problems encountered and skypestatus unreliability between the two countries, SM needs to recheck again.If the skype unreliability status happens, SM sends the "CHECK" message to thetutor.For all of the tutors who receive this message, you can reply by typing ONLINEonly. The rest of your concerns must be relayed to the 4CM. The ONLINE responseis enough, no need to inform the SM.Thank you for always cooperating.Sincerely,GM - Mica______________________________________CLIENTS CANT ADD ME IN THEIR SKYPEMon, Oct 17, 2011 at 10:43 PMTutors,Most lesson problems encountered are the clients deficient knowledge, when itcomes to handling Skype.Instead of proceeding with the lesson, majority of the tutors will explain aboutSkype, thus consuming more lesson time. With this common problem, JPN Mgmtprovided the skype site that they forward to the clients.Please use this site and give it to the clients when you encounter such problems.
  28. 28. http://www.skype-lab.com/guide/ Thank you very much for cooperating.Sincerely,GM - MicaP.S. LISTENING EXCERCISES is not yet open for the clients. Just download it fornow and 4C will advise concerning date utilization.______________________________________LISTENING EXCERCISES WILL BE OFFICIALLY USED TOMORROW OCT 25Mon, Oct 24, 2011 at 9:16 PMTutors,The LISTENING EXERCISES material will be used tomorrow OCT. 25, 2011. Themanagement is expecting that you have already downloaded all of the LISTENINGEXCERCISES material since we had sent it in advance.Please refer to the old email about LISTENING EXCERCISES.Thank you very much for following.Sincerely,GM - Mica______________________________________Listening ExcercisesEMAIL SENT ON OCT 6 (RE-SENDING OCT 24)========================Tutors,Please download the attached teaching material titled as "LISTENINGEXCERCISES". This is the latest material made by the company which has anembedded audio.It is important that you DOWNLOAD the teaching materials instead of viewing it.The embedded audio does not function when you view and access the file at gmail
  29. 29. documents.The material has been divided into two categories:Listening Excercises - Daily--> Lower Intermediate - Upper Intermediate (LI - UI)Listening Excercises - Business--> Upper Intermediate - Advance (UI - A)Listening excercises are recommended for clients who are interested in TOEIC andBusiness Materials. You can recommend or immediately present this to theminstead of our old TOEIC and Business Materials.The attachment contains the tutors copy. As for the clients copy, it will be postedin the skytalk website and an email will be sent containing the link for the clientscopy.The tutors copy contains the answer which is highlighted in YELLOW. If you willnotice also, each lesson has the word "KEY" at the end of the Lesson Title.You will be informed through gmail again about the start date of the LISTENINGEXCERCISES but for now, please download all of it and wait for further advice.For your strict compliance.Sincerely,GM - MicaP.S.It is a must that these files are downloaded in your PCs. Unavailability of theteaching materials will be a negligence on your part.______________________________________IMPROVEMENT WITH PLOTTING your SCHEDULEThu, Oct 27, 2011 at 7:05 PMTutors,In plotting your schedule STARTING OCT.27, 2011,The reservation system will require you to RECONFIRM if you agree with theschedule that you have created. This is to prevent any wrong plotting from the
  30. 30. tutors side.Thank you for reading.Sincerely,GM - Mica______________________________________Listening ExcercisesSat, Oct 29, 2011 at 5:56 PMEMAIL SENT ON OCT 6 (RE-SENDING OCT 29)========================Tutors,Please download the attached teaching material titled as "LISTENINGEXCERCISES". This is the latest material made by the company which has anembedded audio.It is important that you DOWNLOAD the teaching materials instead of viewing it.The embedded audio does not function when you view and access the file at gmaildocuments.The material has been divided into two categories:Listening Excercises - Daily--> Lower Intermediate - Upper Intermediate (LI - UI)Listening Excercises - Business--> Upper Intermediate - Advance (UI - A)Listening excercises are recommended for clients who are interested in TOEIC andBusiness Materials. You can recommend or immediately present this to theminstead of our old TOEIC and Business Materials.The attachment contains the tutors copy. As for the clients copy, it will be postedin the skytalk website and an email will be sent containing the link for the clientscopy.The tutors copy contains the answer which is highlighted in YELLOW. If you willnotice also, each lesson has the word "KEY" at the end of the Lesson Title.
  31. 31. You will be informed through gmail again about the start date of the LISTENINGEXCERCISES but for now, please download all of it and wait for further advice.For your strict compliance.Sincerely,GM - MicaP.S.It is a must that these files are downloaded in your PCs. Unavailability of theteaching materials will be a negligence on your part.______________________________________LINK FOR LISTENING EXERCISESSat, Oct 29, 2011 at 8:43 PMTutors,This is the link for the LISTENING EXERCISES CLIENTS COPY. The material hasbeen included in the TOEIC section of the clients Reservation Page a.k.a MY PAGE.If the client will ask for assitance or inquire where the LISTENING EXERCISESmaterial is located, please advise about checking in their reservation system (MYPAGE), TOEIC section.http://skytalk.co.jp/lesson-plan-toeic.htmlThank you very much for following.Sincerely,GM – Mica______________________________________GOOGLE TALKMon, Oct 31, 2011 at 11:16 PMTutors,Good Evening Home Based and Center Based Tutors. Please install google talk in
  32. 32. your respective units.Click on the link below to have an access to google talk installer. Once youveclicked it, google talk will be downloaded automatically and you can set it up inyour laptop/desktop.http://www.google.com/talk/install.htmlThank you for complying.GM - Mica______________________________________TUTORS SCHEDULE EA JOANThu, Nov 3, 2011 at 10:51 PMTutors,Starting NOVEMBER 3, 2011, EA Joan will be handling the schedule. All inquiriesregarding your working schedule shall be addressed to Ms.Joan.Majority of you are wondering about the reason for your schedule change. Themain reason for the change is the demand for the lessons slots and this demandvaries per operation.Please refer to the EAs email account information which reminds you to check yourschedule a night before the actual operation.This is an example of the email that the EAs had sent regarding the schedule:Please wait for instructions from Ms. Malou (skytalk.malou) when you can start.Plot your schedule but limit to 6 slots and it is still subject to change depending ondemand,so kindly check your data before lessons.For your materials and any technical problem, PC/Laptop and anti virus checkingplease skype sir Alvin our IT (skype id: cee_ey)NOTE: please check your GMAIL account everydayALWAYS PLOT YOUR SCHEDULE A WEEK OR TWO-WEEK ADVANCED. PLEASEDONT FORGET TO CHECK YOUR PAGE A NIGHT BEFORE THE ACTUAL DAY OFOPERATION FOR YOU TO KNOW YOUR UPDATED SCHEDULE..
  33. 33. Thank you very much.Sincerely,GM - Mica______________________________________LESSON REMINDERSFri, Nov 4, 2011 at 10:01 PMTutors,1. Please dont forget to inform the 4C Staff concerning your late arrival, lessoncancellations, emergency situation or any event that will compromise your workingschedule. Only text the official three cell numbers of 4C and not the personalnumbers of the 4C Staff. As much as possible, text the three cell numbers and notone number only.09088686601 (BF)09088686602 (OMM)09088686603 (CEBU)2. A tutor is considered late if she has not arrived in the center or if she is stilloffline 30 mins before her set working time. The count time for reallocation startsafter 30 mins.3. Even if the tutor has informed about her late arrival, 4C Staff can only wait forthe set waiting time (10 mins EVENING, 15 mins AFTERNOON).4. Please take note that sending the acknowledgement does not guarantee thatyour first class wont be reallocated. After the staff has checked you at Skype andyou are still offline, reallocation will proceed.5. If SM sends "CHECK" message to you at skype, please reply "ONLINE" only.There is no need to to inform SM about your lesson status. Inform the 4CM onlyand not SM. For more information please read:SM SENDING MESSAGES TO THE TUTORS (RATIONALE)Sat, Oct 22, 2011 at 7:09 PM6. If the client has any skype problems, please give this link:http://www.skype-lab.com/guide/ 
  34. 34. (CLIENTS CANT ADD ME IN THEIR SKYPE CONTACT LIST Mon, Oct 17, 2011 at10:43 PM)7. Please report immediately if you you have any problems concerning your client.Skytalk Senior Manager has removed 5 clients from Skytalk because of theiruntoward behavior to the tutors.8. Please utilize the EXPLANATION LETTER TEMPLATE in making you explanationletter. The letter shall be addressed to the 4CM and must be sent tofourcommmanager@gmail.com9. All lesson materials must be downloaded in your respective units. Please refer tothe updated SKYTALK E-BOOKS for the download site.10. Google talk must be installed in your unit to act as the notifier every time thereare new updates from 4C. It also serves as the back up once Skype is down.For your strict compliance. Thank you very much for taking note.Sincerely,GM - Mica______________________________________GMAIL MEMOS RECOMPILED AGAIN (UPDATED) PLEASE DOWNLOADSat, Oct 29, 2011 at 10:52 PMTutors,Please download the attachments. The memos had been compiled again foreveryone to have an easy access to the memos in Gmail.Please install GOOGLE TALK also for you to be immediately informed with updatesfrom 4C.For your strict compliance.Sincerely,GM - MicaP.S.To those tutors who had installed GOOGLE TALK in their PC/Laptop, thank you verymuch.
  35. 35. ______________________________________WORKING ABROADMon, Nov 7, 2011 at 9:16 PMTutors,If you are planning to go to another country and continue to work in 4C/Skytalk,You need to ask permission first from 4C Management. The Management in turnwill ask for Sir Shins approval. Once approved, your audio, video and connectionstatus will be checked by the staff.You also need to provide a means for communication in order for the staff to checkyou.For your strict compliance.Thank you very much.Sincerely,GM - Mica______________________________________CLIENTS ARE LOOKING FOR MORE AVAILABLE TUTORSSat, Nov 19, 2011 at 8:58 PMTutors,Skytalk JPN Office has been receiving numerous complaints from the clients aboutlack of tutors for the succeeding month.Please be informed that you need to make your schedule at least one week inadvance. The most ideal would be two weeks in advance so that the clients caninstantly reserve.At the same time you can wisely plan your schedule ahead of time.For your strict compliance.Thank you very much.
  36. 36. Sincerely,GM - Mica______________________________________CHECK THE REQUEST LIST BEFORE THE LESSONSat, Nov 19, 2011 at 10:14 PMTutors,Clients are complaining again that most of their tutors are UNAWARE about theREQUESTED LESSON that they had indicated in the REQUEST LIST.Please scroll down and check the last part of the clients profile page (tutors log-in)which is the REQUEST LIST. You will be seeing the requested lesson of the client inthe material section.You can also reconfirm the requested lesson to the client if he still wishes tocontinue it.For your strict compliance please.Sincerely,GM - Mica

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