Blended Learning in English Language Teaching: Course Design and Implementation
Blended Learning in English Language Teaching: Course Design and Implementation
Blended Learning in English Language Teaching: Course Design and Implementation
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<strong>in</strong> nature meant that each time we were able to respond to feedback from all<br />
stakeholders both dur<strong>in</strong>g <strong>and</strong> after each course, <strong>in</strong> an attempt to further improve<br />
<strong>and</strong> ref<strong>in</strong>e the package.<br />
The need for a CBEC arose from discussion with the client stakeholders about the<br />
need for improved <strong>English</strong> comb<strong>in</strong>ed with a focus on US-style customer services<br />
delivery to their expectant clients. This would enable the company to reta<strong>in</strong> clients,<br />
exceed expectations <strong>and</strong> meet their corporate objectives. The course participants<br />
were usually male, under 30, graduates of technical universities, <strong>and</strong> ma<strong>in</strong>ly Bulgarian<br />
first language speakers, but there were also a number of Turkish <strong>and</strong> Armenian<br />
speakers. Despite generally hav<strong>in</strong>g CEFR B1 <strong>and</strong> above levels of <strong>English</strong>, many<br />
service eng<strong>in</strong>eers had limited overseas experiences <strong>in</strong> <strong>English</strong>-speak<strong>in</strong>g contexts.<br />
Our small Bulgarian teach<strong>in</strong>g centre had an excellent mix of experienced, wellqualified<br />
tra<strong>in</strong>ers, managers <strong>and</strong> a teach<strong>in</strong>g centre manager who was supportive of<br />
product <strong>in</strong>novations, provided decisions were pedagogically grounded. We worked<br />
hard to develop relationships with clients <strong>and</strong> met prior to <strong>and</strong> after every course to<br />
discuss feedback <strong>and</strong> improvements. We also conducted a mid-course satisfaction<br />
survey to enable us to monitor, <strong>and</strong> respond to, participant concerns. This structured<br />
approach to client/service provider relationships meant we were afforded certa<strong>in</strong><br />
liberties <strong>and</strong> could <strong>in</strong>novate with the course, us<strong>in</strong>g experimental practices that were<br />
considered valid.<br />
An evolv<strong>in</strong>g partnership<br />
Initial (non-CBEC) courses began at Siemens <strong>in</strong> 2004, <strong>and</strong> were st<strong>and</strong>ard, general,<br />
or bus<strong>in</strong>ess <strong>English</strong> courses that followed a coursebook <strong>and</strong> provided tra<strong>in</strong><strong>in</strong>g to<br />
language-level groups of up to 16 participants. These courses were 48 hours <strong>in</strong><br />
length with 24 two-hour classes tak<strong>in</strong>g place face-to-face at Siemens’ offices,<br />
two or three times a week, <strong>in</strong> the even<strong>in</strong>g before their participants’ shifts began.<br />
From this <strong>in</strong>itial stage the CBEC (v2 below) was developed <strong>in</strong> response to the<br />
participants’ <strong>and</strong> client’s concerns that the course was not l<strong>in</strong>ked to their specific<br />
needs. We added elements that were based on the functional <strong>English</strong> <strong>and</strong> softskill<br />
requirements of participants’ work<strong>in</strong>g lives (for example deal<strong>in</strong>g with an upset<br />
customer on the telephone, or reply<strong>in</strong>g to an email enquiry) as well as <strong>in</strong>clud<strong>in</strong>g a<br />
more telecoms/IT-specific language focus.<br />
The client dem<strong>and</strong>ed faster <strong>and</strong> greater improvement <strong>in</strong> their eng<strong>in</strong>eers’<br />
performance, particularly <strong>in</strong> the quality of emails they were writ<strong>in</strong>g. This required<br />
us to employ our resources more flexibly to meet their dem<strong>and</strong>s. The participants<br />
themselves were f<strong>in</strong>d<strong>in</strong>g the longer courses hard go<strong>in</strong>g, as they were either before<br />
or after their night shifts. We were seek<strong>in</strong>g ways to add value to this CBEC, without<br />
<strong>in</strong>creas<strong>in</strong>g our peak hour workload, whilst also cutt<strong>in</strong>g down on the cross town<br />
travell<strong>in</strong>g we were do<strong>in</strong>g. The idea of us<strong>in</strong>g technology to add flexibility to our offer<br />
seemed to make sense, both pragmatically <strong>and</strong> potentially pedagogically. One of the<br />
ways to assist participants with their writ<strong>in</strong>g was to give feedback on participants’<br />
real-work writ<strong>in</strong>g, perhaps at an early draft stage.<br />
156 | A longitud<strong>in</strong>al case study of the ‘blends’