Table of Contents
Introduction and Scope
This page is a quick reference guide to the teaching system used by Carrot. Carrot is a company based in South Korea that provides English as a Second Language (ESL) teaching services.
Class Schedule
- Login to the CTM website
- Click on My Schedule in the left-hand navigation pane under Schedule
- In the table:
- The Tutor Date/Time shows the teacher’s date and time for the class
- The Student Date/Time Shows the student’s date and time for the class
Class Schedules in the Past
The current date has an arrow on either side of it:
- Click on the left arrow to access schedules in the past
Class Schedules in the Future
- Click on the right arrow to access schedules in the future
How to Organize a Feedback Window
- Navigate to the class schedule page
- Under F/B, click on the Write button
Preparing for Classes
You have only 30 seconds between classes, so you’ll need to be well organized at the beginning of your shift
60 Second Calling Policy
- When calling, let the phone ring for a full 60 seconds
Daily Report Board
- On the left-hand navigation pane, click on the Daily Report Board
Communications
Daily Report Board
- On the left-hand navigation pane, click on Daily Report Board
Communicate Directly with HQ
- On the left-hand navigation pane, click on Daily Report Board
- Click on the Write button in the bottom-right corner of the page to send a message to HQ
- Messages from HQ will be displayed on this page as well
Communicating with Students
- On the class schedule screen, click on the Talk button in the bottom-right corner of the screen to check for new messages from your students
- Be sure to reply to any student messages
Student Profile Page
- On the class schedule screen, click on the student’s name to enter the student profile page
- You can use this page to initiate a class as well
Preferred Class Style
- This information is found on the student-profile-page
- This information is found on the student-profile-page
Tutor Memos
- This information is found on the student-profile-page
Opening the Textbook
- This information is found on the student-profile-page
- Click the textbook name or the PDF button to open the assigned textbook
- Students may have 1 or 2 sub textbooks, double check the correct book
Feedback Screen
- You can access the student feeback screen from the
Cancellations
Cancelling Because of a Technical Issue
- Communicate directly with HQ when cancelling because of a technical issue
- You MUST include a screenshot showing the technical issue you are facing
Cancelations by Teacher
- Due to illness or other reasons
- Report this to your manager and/or on the daily report board
- A STC code will be entered by your manager or HQ later
Cancellation Codes
- These are found on the class schedule screen under the Mark column
- Do not call when cancellation codes (C or R) are entered in advance
Student Cancellations
If you have a NA (student didn’t show):
- Navigate to the my schedule screen
- Click on FB button to open the feedback window
- On the Marking section, select NA
- Scroll down to the Tutor Memo section and click on the NA button again
- Click on the Save button
- Navigate back to the my schedule screen and click on the NA button to send the student a SMS message
Makeup Classes
- On the class schedule page, a Y under the MP column indicates that the class is a makeup class of your regular or other students
During Class
Enter Class Code
- In the Marking section:
- OK: Student attended class for more than 5 minutes
- ET: Ended early; student ended class immediately due to their own reason (e.g. illness, busy etc.)
- NA: Student didn’t join class
- PP: Equipment malfunction; Class cancelled due to technical issues on the student or the teacher’s end
- C: Student asked for a cancellation IN ADVANCE (do not call)
If the student cancelled when you called them, enter *ET
Write and Send Feedback
- Do not use emojis or special symbols
- Write three to five corrections for each class (three are the minimum)
- These can consist of re-phrasing student work
- Use the Temp.save button if you don’t have time to complete this section
- You MUST complete this section at latest by the end of your shift
- Use Original/Better format
- Leave simple words of encouragement and/or homework in the Teacher’s Comment section
- Be sure to click the Send button to actually send feedback
Save Class Progress on Tutor Memo
- OK Class
- Write the textbook name and page numbers covered on that day
- If the student’s book is Daily Topic, Reuters News, Media Book or Free Talk, write the topic name instead
- ET, NA, PP
- Leave a short comment to describe the situation
- C
- Leave a short comment with the date cancelled (by the student)
Audio and Video Class Procedures
Audio Class Procedures
Calling Policy for Phone Classes
- Allow the phone to ring a full 60 seconds.
- Do not leave a message on voicemail.
For 10 and 15 minute classes:
- Call three times, every two minutes
For 20-minute or longer classes:
- Call three times, every two minutes
- Call a fourth time at the half-way mark, E.g. for a 20-minute class call at 10 minutes
- Call using the 2nd Number for the last try
Initiate an Audio Class
- Be sure to call students on time
- Navigate to the my schedule section
- Under the Phone/SMS column, click on the 1st Copy button
Video Class Procedures
- If a student does not show up, do not leave Zoom when calling them.
Checklist for Video Classes
In Zoom:
- Confirm the camera quality and lighting.
- Confirm audio is good and be sure to have a quiet work environment.
- Set a Carrot background.
- Make sure your appearance is neat and professional.
Calling Policy for Video Classes
- Wait three minutes for the student to join the meeting.
- Do not call students whose number is ‘0’, but wait for half the class length.
For 10 and 15 minute classes:
- Call three times, every three minutes using Bria
For 20-minute or longer classes:
- Call three times, every three minutes using Bria
- Make a fourth call at the half-way mark, e.g. for a 30-minute class call at 15 mintues
Initiate a Video Class
- Navigate to the my schedule section.
- Click on the student name to open the student profile.
- Click on the mCat link or Virtual link, a green pop-up with the message, “Link sent successfully” will appear.
- Do NOT click the link multiple times!
- Zoom should should start automatically, otherwise click on the Open Zoom Meetings button in the pop-up window.
- NOTE: If you are using Chrome, you will need to allow pop-ups.
- If you see Check class date and time again, then you are on the wrong date or time.
- If you see Remove class code and try again, you entered the class code before class, remove the code and click the link again.
- Click the Got it button on the This meeting is being recorded by the host or a participant pop-up.
- Click on the Join with computer audio button.
- Click on the Share Screen button to share the textbook and the feedback page.
- If needed, click on the Unmute button to ensure you are not muted.
Auto-recording Starts
- Auto recording is enabled, click Got it
Enable Timer
- Under the Zoom General settings, check the Show meeting timers checkbox
- The timer is shown in the top right corner
Enable Computer Audio
- Click on the Join with Computer Audio button
Click Share Screen
- To share a textbook, click Portion of screen
- You can open the textbook and the Feedback window together to type corrections and show them to your students at the same time
- Select the screen you want to share
- Start sharing while you wait for your student to enter
- Use the Carrot virtual backgrounds for classes
- Do NOT share the CTM as it can contain personal student information
Mute Student Audio and Stop Student Sharing
- You can mute student audio and stop their screen sharing by clicking on the Zoom participants button
Chat
- You can use the Zoom chat button to communicate with your student if you have sound or other technical issues
- Chat can also be used to show new expresions
Annotate Shared Screen
- Click on the Zoom annotate button to draw and or type on the shared screen
End Meeting
- End the meeting after each class, regardless of whether the student did or did not attend
Group Virtual Class Policies
- Navigate to the my schedule section
- Under the Class type you will see a group icon i.e. a class with more than two students
- Click the Virtual Link icon ON TIME to send a room link to all students
- In the Marking section, click on OK if you were present until the end of class time regardless of students’ attendence
- Enter PP if you have a technical issue
- Student attendance check; enter OK or NA to reflect student attendance
- Send correction feedback after class
- Save the textbook name and page numbers in the Tutor Memo section
Monthly Evaluations
You must submit monthly evaluations for every student who has done at least 30 minutes of class with you.
- Click on the Evaluation List on the left-hand navigation menu
- The evaluation list shows three weeks and
- For evaluations due this week, go to the student profile page and click on the EV button
- Submit only one EV for students taking multiple classes with a teacher
- Check previous EV score, give a score for each criteria
- Refer to the Carrot Level System for scoring
- If there is a comment box, w0rite a short comment
- Click on either the Temporary save or Submit button
Carrot Level System
Refer to the table below for student evaluation scores
| CK Level |
Level Description |
| L1 |
Has some difficulty giving impromptu responses, is able to produce simple speech about familiar everyday life |
| L2 |
Is able to convey messages with simple sentences and expressions but uses a limited range of complex structures |
| L3 |
Is able to search information about familiar everyday topics and convey the main points, but may lose coherence |
| L4 |
Is able to summarize the main ideas of what is said and repeat back. Furthmore develops topics by adding own ideas |
| L5 |
Speaks fluently about topics related to his/her field and interests. Is able top explore resources available and clearly explains what is understood |
| L6 |
Has a native-like English skill and is able to make a clear opinion and coherently provide evidence that supports main ideas |
| L7 |
Has a native-like English skill. Is able to convey personal ideas and expresses them fluently without difficulty |
Beginning of Shift Checklist
You only have 30 seconds between back-to-back lessons. You need to prepare at the beginning of your shift.
- Check the Daily Report Board
- Have the student phone numbers ready
- Have all of the Blue books opened and organized in order and set the correct page
Video Checklist
- Confirm camera quality
- Confirm lighting
- Set Carrot virtual background
- Quiet work environment
- Neat attire
- Audio check
Onboarding Checklist
- You will use Zoiper, not the Bria IP softphone during your training (limited licenses)
- On the Daily Report Board, Click on the MUST READ for new teachers button
- For the first three training classes, you will be working with real people
- For the fourth class will be practice sessions with a situation
- For the fifth class, you will receive instructions for a student called Jennifer
- See the communicate directly with HQ for the form to report emergency situations to HQ
Confirm Correct Timezone
Occasionally HR will misconfigure the timezone for a teacher. The date and time for the Korean Standard Time are always correct.
- On the left-hand navigation page, under Schedule, click on My Schedule
- You can see the date and time and timezone displayed above the table showing the teacher’s schedule
Links