QUALITY IN CORPORATE LANGUAGE TRAINING – WHAT DOES IT MEAN? The EAQUALS View

1. QUALITY IN CORPORATE LANGUAGE TRAINING – WHAT DOES IT MEAN?The EAQUALS View

2. The Association • Founded as a not-for-profit European association in 1991 • Mission: to contribute to the development of quality language education in Europe and beyond • Members: 102 full members and 16 associate members in 20 countries (1 in the Czech Republic so far) • Growth target for 2007 – 6 more full members, 2 more Associate Members

3. Main Aims • To promote and accredit quality in language teaching institutions; • To ensure that students studying on courses given by EAQUALS schools receive high quality service and achieve success; • To empower organisations and individuals through the improvement of language learning services; • To enable EAQUALS members to continually develop their educational services; • To assist national associations of schools to develop effective quality control schemes.

4. Main Activities • An inspection and accreditation scheme: accredited language training organisationsreceive a Q-mark quality label; • Liaison with ISO, the International Standards Organisation; • The development of training materials and guides on quality management for schools; • Participation in professional projects such as the EAQUALS / ALTE European Language Portfolio; • Recognition by and participation in the Council of Europe,and partnership in European projects.

5. What Is Special about EAQUALS? • It is a pan-European association (and beyond) for language education of all kinds • It has the only independent and international inspection system developed especially for providers of language training • Its inspections are rigorous and fair, and guarantee quality • It is a professional association which plays a leading role in the development of the language teaching profession • It has clear values, such as supporting plurilingualism and multicultural understanding, and rejecting prejudice.

6. EAQUALS Language training-specific Systems and outcomes orientated Customers interviewed Whole process ISO General management and quality in products and services Systems orientated no direct contact with customers ISO and EAQUALS What’s the difference?

7. The EAQUALS Charters • Public statements that provide promises and guarantees for all categories of clients: • Students • Indirect clients – parents, agents, employers • There is also an ‘Information Charter’ and a ‘Staff Charter’ • The inspection scheme checks that these promises are kept.

8. Sample statements from the EAQUALS Charters From the Student Charter: “All EAQUALS Schools guarantee: High teaching and educational standards • Regular independent inspections to maintain standards • Professional conduct and integrity • Experienced and competent teachers • Appropriate and effective teaching methods and resources • Supervision by an appropriately qualified academic manager • Fair terms and conditions of employment for staff according to national standards • Total accuracy and veracity of all information and publicity” • etc.

9. The EAQUALS Inspection Scheme How does it work? • Schools submit a detailed application form. • They can request an Advisory Visit. • They received a detailed Inspection Guide, containing nearly 200 items to be checked. • The EAQUALS inspection lasts at least 2 days and involves 2 trained inspectors. • The report contains recommendations and sometimes ‘requirements’. • Member schools are re-inspected every 3 years.

10. Example: Standards for Teaching Checklist of focal points for inspection: • Efficient organisation of lessons, with written plans and/or records, a logical flow in which students understand what they are doing and how it will help them learn; • Teachers’ ability to use a variety of teaching techniques, and to organise students in different working groups (individual, pairs, groups) as well as to present information, monitor and provide support, and manage changes of activity efficiently and clearly; • Attention to the needs and interests of individual studentsas well as of the whole group, e.g. by ensuring that different needs and abilities within the group are catered to without affecting the work of the group; • Use of various different teaching media which are appropriate to the age, type, and level of the group and to the aims of the lessons: textbook, board, handouts, audio cassettes etc. ·      

11. The EAQUALS Inspectors • All are experienced in academic management; many are managers in EAQUALS schools, and others are freelance • Inspection teams are international: one from the country of the institution inspected and one from outside • Regular inspector training sessions and conferences are organised

12. What is Quality? • Meeting the requirements and expectations of the client in every respect: • Fitness for the client’s purpose and use • All round service • Flexibility, reliability and consistency • Measurable results • Added value

13. Quality in Language Training • Who is the client? • What are the client’s needs and expectations? • How is reliability and fitness for purpose delivered • In the relationship with the client and students? • In the course design? • In the training room? • In the measurement of results?

14. Price versus Quality “You get what you pay for” • Training needs analysis and language audit • Effective syllabus design and evaluation system • Qualified and experienced teachers • Carefully chosen teaching materials and resources • Ongoing quality management

15. Guidance for HR Managers • Selecting the Provider: • Reliability • Management structure • Information • Flexibility • Reputation • Organising the Course • Analysis and planning • Enrolment and placement • Meeting needs • Teacher selection • Efficiency • Reporting back: • Progress and attendance • Results and certificates • Dealing with problems • Assuring Quality • Internal quality management • Quality standards • External accreditation

16. Top Managers How do their needs differ from those of other employees? • Detailed needs analysis is key • Agreement on objectives in advance • One-to-one and specialised teaching: syllabus and course design still required • Importance of teacher selection • Quality assurance through constant monitoring

17. Why can you trust anEAQUALS School? • They meet national & European legal requirements • They have been independently judged to provide clear and complete information • Their teaching is effective, well planned, and carried out by well-qualified, trained teaching staff • They use tried and tested teaching/learning systems with a clearly defined curriculum, based on the Common European Framework of Reference. • The highest quality standards are met, both in their systems and in the services to students/clients. • They have successfully undergone the only international external inspection for language training.

18. Needs analysis and course design High Quality in Language Training Results orientation Client focus Partnership approach Teacher selection Consistency and Reliability of delivery Continuous evaluation and reporting Explicit standards

19. ‘Musts’ for language training • Assessment of the client’s needs • Well organised and methodical course design • Measurement of progress • Carefully selected, well-trained teachers • Choice of modes of study: classroom, self-access and distance learning • Quality control before, during, and after the course

20. Further Information • From the EAQUALS website – www.eaquals.org • By e-mail frominfo@eaquals.org