Each centre will have an emergency phone, the number of which will be shared with the team, students, and group leaders. Everyone will be briefed on the importance of the phone, and that it is for phone calls only, not for texting, and it does not have WhatsApp. 

The emergency phone will be always held by the most senior team member on shift, and rotated between managers at night, but you could occasionally be on emergency phone duty. In these cases you must always answer the phone and under no circumstances must it be left in the office overnight or switched to silent or vibrate only modes. 

In most situations, all communication with students must be done in person. Never through WhatsApp or other online methods. Whenever possible, any welfare issues or official discussions with a student must be conducted with their group leader and a manager present. This is not only for safeguarding, but to ensure that all parties involved are aware of any discussions. If this is not possible, another member of the Language in Action team must be always present. Refer to the Safeguarding policy for dealing with sensitive situations or situations where you are a solo member of staff. 

Remember that in normal circumstances the Campus Leader should always refer to the Welfare Manager before entering any kind of discussion regarding students’ welfare.

Where students have booked independently from groups/agencies, an activity leader will be assigned as a de-facto group leader for their stay. In these situations, the student, activity leader and welfare manager should be in the same WhatsApp group, so the activity leader and student can communicate meeting times, plans, etc.

Welfare concerns

Allergies, special educational needs, behavioural or emotional concerns, requirements or requests from group leaders or parents on behalf of the student, and any other information that is pertinent to the running of operations, will be communicated to you through the management team. 

WhatsApp

On Day -1, two WhatsApp groups will be set up and they will include all Campus Leaders, Tour Guides and management.

The first group will be called LiA Main. It is important to be aware that this is solely for important information including management announcements, rotas, and emergency contact. 

Examples of use for this group include rotas, traffic alerts, management announcements, injuries, delays, departure and return notification. This group is not for requesting swapped shifts, complaining about the weather or for asking someone to grab something for you from the shop.

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The second group is for everyone to talk, discuss any topic, plan time off, whatever you want. It is important that you participate in this group, to help build a friendly and collaborative working environment in which everyone can exchange advice and comments about their day. 

Remember, you are all in this together. 

Each evening, a summary of the day ahead will be sent by management. This will include which manager is on shift and when, a recap of assignments, a short summary of activities, and any other news that you might find useful to start your day with. 

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Office

At each centre, an office will be available for all team members. All relevant documents, handbooks and material will be stored in this office. It will also be available for team meetings and briefings. 

It is important to remember that, although it’s a place for everyone, the office cannot be a hangout spot for those who are not on an activity, as it is also the place where management conducts client and contractor meetings.

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Key information that will be displayed in the office and accessible for all the team will include the rota, back up excursion sheets, client timetables, group leader names and contacts, Language in Action organogram, Risk assessments etc. 

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Meetings

A full team meeting will be held once per week. These meetings are an important part of creating a fully cohesive team that are all on the same page and working towards the same goal. 

The purpose of the meeting is twofold; discuss the plan for the week ahead, discuss how to improve on the week just finished. This will include any problems that occurred, and any notices, changes, or alerts for the coming week. It will also be the time to discuss student feedback from the previous week. If a meeting cannot be held, all information will be passed along in the group’s WhatsApp group chat.

One-to-Ones

Your manager will arrange private meetings with you. Here you will have the opportunity to receive feedback on your performance, ask for guidance and support, or share your concerns. Your manager will focus on developing your skills and improving your performance for the rest of the summer, and will highlight your strengths and weaknesses to help you better structure your work. 

The most important thing to note when dealing with the group leaders is that they represent both the students and the agencies that Language in Action works with around the world. They experience everything the student does, and they also have direct contact with their home agencies. 

This means that careful communication with group leaders is paramount and something you should approach with attention. 

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Group leaders are often either not trained to Language in Action standards, or inexperienced in their role. As they come from around the world, there should be no expectation that they will be fluent in English or know how to move around the city. 

For larger groups, they may bring a large team of group leaders alongside a senior/experienced group leader. In these situations, it is especially important to maintain a good working relationship with the senior group leader, as they are the ones with the responsibility of their entire group. 

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Approach style

Depending on the size of the group, and the personality of the group leader, you will need to manage each situation on its own merit. Each group is different, and learning how to deal with them will come with experience in the role. 

In any case, the approach to Group Leaders should be a good balance between friendliness and professionalism. Remember, if you are ever unsure, speak to your manager. 

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WhatsApp

Campus Leaders or Tour Guides may also be a part of part of the WhatsApp groups between managers and group leaders. This is to ensure that there’s an open and official line of contact between you and agencies representatives.

This group will be used to communicate all important information pertaining to group activities, ensuring everyone is on the same page. It is also where excursion sheets will be sent to group leaders at the end of each day.  

Throughout the summer you will find yourself liaising with many people directly related to the logistics of our programme, such as attraction workers, members of the public, and also the facilities teams on our campuses. 

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Your communication with anyone you might come in contact with as a Language in Action representative must remain professional at all times. Being respectful, polite, and nice with people will allow for more flexibility and cooperation and will facilitate your day-to-day interactions and operations. It is important to avoid any kind of conflict, and every problem must be dealt with in a diplomatic manner.

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Here is a small example of the kinds of interactions you might have over the summer;

• Asking the facilities team to supply equipment for a Disco Night

• Speaking with Madame Tussauds staff about a problem with the booking

• Talking to London Underground staff about allowing a large number of students through the gate rather than turnstiles

• Liaising with coach drivers/airport coach marshals for student transfers

• Dealing with local residents or business owners complaining about the large number of students you are leading

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In all situations, remain calm and polite, and clearly state what your objective is. Where possible, propose a solution and ask for help or support to achieve it. Being open and cooperative is essential, and ultimately you will have to follow the instructions given to you by the employee you are speaking to. 

Always make sure that your conversations are held out of earshot of the group leaders or students, and that the students are not blocking entryways or footpaths whilst waiting.

If you have doubts about this, or don’t know how to approach a conflict or problem, you can speak to your Coordinator or Centre Manager.