“Selamat pagi. Kita tunggu 2 orang lagi peserta
memasuki ZOOM baru kita mulakan kelas…. Kejap saya cuba call mereka…”
“Hello xxx, di mana awak pergi tadi, kenapa beredar dari ZOOM?”
“xxx, saya tak dapat lihat mata awak, boleh tak awak set kamera ke tengah, seperti peserta lain?”
“xxx, adakah awak sedang menjawab ujian? Tahu tak cara
menjawab google form?”
After that experience, I prepared several short videos
explaining the online class rules. I also included a few reminders and sent
everything to the participants' group one day before the class, so they could
prepare in advance. However, deep down,
I know that very few participants take the initiative to learn how to prepare
for an online class. Without basic
knowledge of ZOOM and Google Forms, or without making an effort to learn how to
use these tools beforehand, participants who have never used them may find it
difficult to complete the online course.
Some participants are simply not adequately prepared
for online learning. For example, when an
online class is about to start, some participants have not even entered the ZOOM
meeting. After making phone calls, I just discovered that some are still
asleep, some have not downloaded ZOOM application, some do not know how to join
the meeting, and others have poor internet connections. And there are even more
surprising feedback: “I'm on my way… you guys start first….” Urgh…Speechless…
When finally getting everyone into the meeting, the
class begin. But it does not take long
before more problems appear. Some participants suddenly turn off their cameras,
some hold their phones vertically, some only show three-quarters of their
faces, while others walk around with their phones during the lesson. I have to keep reminding and correcting them.
And, every reminder takes up valuable class time.
Once everything is settled, we continue with the
lesson. Then comes the time for the test.
I say:
“Alright, everyone. Please click the link I have just
shared in the chat box and open Google Forms to answer the questions. You may
start now.”
Participants: ……
(Their confused faces are still staring at me through
the screen.)
Me: ??????
To keep the class moving, I quickly realise that some
participants probably do not know how to use Google Forms. They have little experience with these tools,
and some are unwilling to learn before the class how to operate them. When it
is time to answer the questions, they just simply sit there without doing
anything. Some even ask me, “Macam mana,
cikgu?”
At this point, I have to find a simple way to guide
them through the test. It is manageable
when participants understand my instructions. But the most difficult situation
is dealing with what I call the three don’t - do not understand, do not
respond, and do not pay attention.
Worse, there is often nobody who is technology
literature nearby who can help them with the technical side. Honestly, it leaves me speechless and
frustrated.
Sometimes, when I am in the middle of an enthusiastic
explanation, a participant's camera suddenly goes off. This could happen if the
participant has been inactive for some time, or because they have deliberately
switched it off! If the participant is still sitting in front of the camera, it
may not be a serious issue. But if the camera is deliberately switched off, I
have to give a polite reminder. There
are also participants who suddenly leave the meeting without informing me. Even
when I call them, they do not respond. About five minutes later, they casually
return to the class as if nothing has happened.
Such behaviour really tests my patience.
Even worse, I have occasionally discovered
participants sleeping during the lesson, either leaning against a wall or lying
on their beds!
These actions really make me angry. I cannot help
giving them a firm warning. In some cases, I have had to suspend their
participation in the class and discuss the next steps with the person in
charge.
On one occasion, I was worried that the participants'
employer might think I was being too strict. So, I took screenshots of the
participants' inappropriate behaviour and sent them to the employer. After seeing the evidence, the employer
apologised, may be a little bit of embarrassed and agreed to let those
participants attend the course again.
There is one of them eventually stopped attending altogether. His
employer then requested a refund, which I processed. That was the end of the matter.
I want my customers to understand that training is an
important responsibility. Since this is the profession I depend on for my
living, I must take my work seriously and remain responsible for the quality of
my training. I want participants who
attend my course to understand food handling knowledge and bring what they have
learned back to their workplaces, where they can put it into practice.
I do not want participants to attend simply because
they want me to issue them a certificate. I do not want them to treat my class
like a livestream, where they can watch whenever they feel like it and do other
things when they lose interest, yet still expect to receive a certificate at
the end. If I tolerate this kind of
attitude, I would not only go against my own training standards, but also find
it difficult to answer to my own conscience.
Over the years, I have also been fortunate to meet
many participants who take their classes seriously. Some are familiar with ZOOM, while others
have little or no experience with online learning. Yet, they still make an
effort to participate and learn during the three-hour session. I can genuinely feel their enthusiasm for
learning and their respect for knowledge. Some have even given me very positive
reviews. These experiences reassure me
that my teaching approach is appreciated.
Of course, there is always room for improvement. I hope to continue
improving my teaching methods through constructive feedback from participants,
making it easier for them to understand and absorb the knowledge.
This is also why I personally prefer physical classes.
In a face-to-face learning environment, participants can interact directly and
understand the course content more easily.
I can revised important points with them from time to time, use everyday
examples to explain the topics, and finally go through the answers to the
post-course test together (of course, only after everyone has submitted their
answer sheets). After each physical
class, I feel a sense of satisfaction when participants thank me and say
goodbye before leaving. I silently wish
them well, hoping that what they have learned today will help them in their
careers and businesses.
Apart from teaching, I also encounter different
challenges when dealing with potential customers. Sometimes, I receive a series of messages or
phone calls from people asking whether we are a recognised food safety training
school, when the next class will be held, how much it costs, and how to
register. After answering all their
questions and sending them the registration link, I often look forward to
receiving registrations for ten employees, at least.
But when 5 minutes, 20 minutes, 1 hour, and even 4
hours pass without any response, I sometimes find it difficult to resist
following up, especially when the next class is scheduled for the following
day.
I would send a message: “Is everything alright? Is there any problem
with the registration? If you have difficulty registering, please let me know.
Bla- bla bla…”
There are also customers who confidently register more
than 10 or even 20 employees, only to inform me shortly before the class that
the company has received new instructions and the training has to be cancelled. Recently, I even received a direct enquiry
asking whether I could sell a certificate without participants to attending the
course. Nowadays, I simply decline such
requests and block the sender.
Despite these occasional challenges, I remain hopeful
and passionate about my training business.
Whenever a participant sincerely appreciates my teaching and gives me a
positive review, it brings me great satisfaction. I firmly believe that attending a Food
Handler Training Course should never be just about obtaining a certificate. A certificate only serves as proof that you
have attended the training. What truly helps you perform your job well is the
knowledge you gain during the course and your willingness to put that knowledge
into practice. Training should never
be just a formality, and food safety should never be treated as a mere
procedure.
Do you agree?
I welcome you to share your thoughts in the comments
section.
