Professional Development - Yan Yulius Teaching Website

Professional Development

As a teacher, I need to keep up-to date to follow the educational trends which can be applied in the teaching learning process. Besides it also improve my skills and knowledge as professional. This page mainly focusing on some of useful resources for my career development as teachers and professional. Most of the contents are about ICT (Information and Communication Technology), therefore they might be suitable and useful for IT teachers and technology support at school.

Joining #PYPchat community at twitter and paper.li journal

As we all know that web 2.0. really enhance the way we communicate, including improving the quality of education. As part of my professional development this year, I've been actively connecting with other educators around the world to share ideas and get some insights about education. One of them is by joining group #pypchat in twitter, which also extended by subscribing the online daily journal published in paper.li. Once my tweet about the way to promote school became top stories in that journal. I've learnt a lot from ohers, and definitely when we have purpose and control when using social media, it can be really effective tool to learn and to grow.

PYP Dunia Teachers' Conference 2011 "Critical Thinking Across Curriculum"

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In this good opportunity to join the conference with hundreds of other IB educators around Indonesia, I've gained more knowledge about IB teaching learning practices. Focusing on critical thinking, this workshop offered some session led by IB practitioners around Indonesia. I attend "Thinking about thinking" session presented by a teacher from Sinar Mas World Academy, which focus on how school develop this atmosphere especially in the teaching learning curriculum.Then I come to one session about Early years inquiry and I thought it was worth it to see how critical thinking are developed from early years up to PYP 6. Overall, I think I'm ready to be one of the presenter and bring ideas about other type of thinking, if I had opportunity to join in other teacher conference.

Professional Reading

here are some books that I read to keep me up to date with current education practices and for my professional development practices. This list will be kept building on.

IBAP Regional Conference 2012 - Singapore: "What does it mean to be educated?"

This year, I had a great opportunity to join this year IBAP regional conference which focusing on the IB Learner Profile entitled "What does it mean to be educated?".  Some of the world's most inspirational speakers shared their passion for education over the four days of the conference. Expect to be challenged, inspired, and truly humbled by people who are doing extraordinary things to make the world a better place.
  • Hans Rosling
Co-founder of Gapminder Foundation and Professor of International Health, Karolinska Institute
Even the most worldly and well-traveled among us will have their perspectives shifted by Hans Rosling.  In Hans Rosling´s hands, data sings. Global trends in health and economics come to vivid life and the big picture of global development-with some surprisingly good news-snaps into sharp focus.
  • Sarah Kay
Sarah Kay is a Spoken Word Poet who grew up in New York City and began performing her poetry when she was only fourteen years old. n 2004, Sarah founded Project V.O.I.C.E. and has since taught Spoken Word Poetry in classrooms and workshops all over the world, to students of all ages. 
  • Paul Nicken
Best known for his vivid and intimate wildlife photos for National Geographic, Nicklen started out a biologist in the Northwest Territories, gathering data on such species as lynx, grizzlies, and polar bears. Today he bridges the gap between scientific research and the public, showing how fragile and fast-changing habitats are profoundly affecting wildlife. 
  • Lee Wing On
Prof Lee is President of the World Council of Comparative Education Societies, a world-renowned scholar in the fields of comparative education, citizenship education, and moral and values education. 
  • Kiran Bendi
Founder, NGO, Navjyoti & India Vision Foundation.
Kiran Bedi, Ph.D, is India’s first and highest ranking (retired in 2007) woman officer who joined the Indian Police Service in 1972. Her experience and expertise includes more than 35 years of tough, innovative and welfare policing. Kiran Bedi has been voted as India's most admired and trusted woman.

Join the review of the learner profile attributes this year, by clicking the link on my tweet below:
Below are some presentation files from some session that I attended during the conference:
Ths session is focusing on how inquiry can be triggered by having class dicussion on the philosophy side of a story. Teachers also used questioning skills as well as building the desired attitudes learnt from the character of the story
A session about leadership in PYP which gave me better insight about how to run an IB PYP school, especially to involve all the school stakeholders including parents and community around the school.
A session about how ICT can be seen through Learner Profile which is actually talking more about internet safety and our responsibility when we use this technology.

Service Excellent Training by Mia Irawan

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a summary from a training conducted at Sekolah Ciputra Surabaya by Cyltamia Irawan

Serve to survive

Fable about service
  • Image is important
  • Facilities need to be updated
  • Promotion
  • Secured and comfortable

Service is what the companies and all the product elements do to fulfill the customer needs and expectations and beyond. Because human needs is never enough. Customer is anyone who needs your service

Service dimension
Strategy: promotion, can be purchased and easy tobe imitated
System: easy tobe bought, consistent because it is people made. especially using technology.
People: to have high qualified needs time, work etic nd culture, knowledge, skills, competency and motivtion. All other service dimension is made by people.
Product: easy tobe imitated

Why service is important?
  • Business is changing
  • Commodity->branded goods->service->experience
  • Before people only fulfill their needs---> then they demand more and increase their expectation therefore they make the brand ----> company should increase value  by serving well ------> the most important thing is people business, treat and make people as customer satisfied by their experience.
As school, our customer is children and education which is actually the most critical business kind.- parents are so annoying because children is most valuable asset, pride, blood and sweat.
In service business world, equal is not fair. If people pay more, they should get more.

Customer value
Every customer has a lifetime value, so we should see them as a valuable asset and have to serve them well.

Service theory
  • Customer always come with expectation at first
  • We should extend our service and achieve beyond their expectation
  • Next time, a company should never settled.

Moment of truth
Customer use five senses and use their experiences to get their first impression about our company before they decide to use our product. First impression is important..

Service bites
Access: location, strategic places, comfotable space. Use website--> it should be fast and easy to access, quick response for communication.
Competency: every staff must know about the product- have high product knowledge.
Courtesy: attitudes and good manner from staff. The way we communicate can increase credibility.
Reliability: what company promise what customer get. Information for promotion should be based by facts.
Responsiveness: care to the customer and show more emphaty to the customer
Speed: service should be quick and fast. Customer can't wait too long.
Security: customer must feel secured and comfortable.
Tangible: appearance is important

Word of mouth v.s. Customer mind
  • Ok is only in customer mind not become a topic to talk (standard)
  • Good is just better than others still not become interesting topic to talk about. Still mostly in customer mind.
  • Fabulous is usually become word of mouth, intersting topic to talk about.
  • Bad is easy can become word of mouth.

Detractors is the most influencial factors that can have impact on the promotion. Negative aspect is easy to be spread. Promotion best from customer recommendation

HANDING COMPLAINT
why complain?
  • Feel Uncomfortable
  • Customer pay
  • Has competitor- if there is no competitor we have less complaint
  • Based on our company image - the higher the image the more cmplain we have
  • Based on experience, more expectation, cmparing to others
  • Human nature

Complain is good
  • Only 4% customer is complaint, 96% just go and never comeback
  • It tells us the problem in our company
  • it gives opportunity for us to have quick revision fixing the problem
  • It's never personal,but we can make it personal
TERAMPIL
Tenangkan diri
Redakan dgn maaf
Ajukan pertanyaan dan empati
Memberikan alternatif solusi
Pastikan dengan mengkonfirmasi
Ingat salam penutup
Lakukan evaluasi

What we can do about complain TIPS
  • Take note what they complain and keep them remember about ur product
  • Show them how u care
  • Keep improving and keep enthusiastic about what you do
  • Build good relationship
  • Use smart choice of words
  • Focus on them
  • Emphaty and mirroring
  • Use professional words
  • Always confirm
  • Call their name 

CYLTAMIA IRAWAN
Cyltamia Irawan (Mia), is a professional facilitator in
service and communication subject for more than 10 years. Starting her career at Service Quality Center Indonesia (SQCI) when she did the role of a Training Consultant and Professional Trainer. In 1998 She joined Markplus & Co. and active as a Consultant and Trainer. 


Reflection:
I think school need to consider to conduct more training like this. It opened our mind about the condition outside the world of education and give us more perspective about our customer, oarents and students. I've learnt a lot about idea of service especially because our school run on service business. From this training, now I can be more confident in handling parents complain, dealing with students, even working with colleagues. Looking forward for he continuity