 Hi, my name is Gina Witherow. I'm the director of Johnny Gaul English Language School. We are a family business and we were established 30 years ago. And we specialize in English and adventure packages. We also offer other programs as well, but our main programs generally are the English and adventure packages. So, Peter, thank you for including me in this presentation. I really appreciate it. I looked at your questions and I suppose one of the questions was, what challenges have we faced? I think one of the biggest ones was the limited time that we had to prepare. We had, I think we were given six hours notice to close our doors. And so what we were doing is we were looking at the third level education and what they were doing. And we had a few days where we thought that we were going to have to go online. And we started to do test runs of teaching online because some of my teachers had no experience in online teaching. We started looking at the different software, etc. But we were inexperienced, to be honest. Another challenge we had was initial resistance from students. We were all thrown into the deep end ourselves. We didn't know what was going on, but also with the students. I mean, it was hard enough for us and we're in our own country, so you can understand from their end if they're, you know, from Brazil or Columbia and they're here and they just don't know what's going on. So there was a bit of resistance there. There was so many unknowns was another major issue. When were we going to get to open again? How strong was this virus? There was just an unknown and limited answers at every corner that we turned. And I think the immediate one that we had an issue with was the loss of personal connection. Because one of the reasons why students choose Dell's is because of that personal connection that we have with them. We're there in the first day to meet them, bring them into the class, we have a cup of tea and a biscuit with them at break time and all of that was lost, you know, within a few hours. So they were some of the main challenges that we had. And how we responded to them was, once we got over the shock of it all, we started to reevaluate everything from how we were teaching our goals, our health and safety, everything, going down to rules in the classroom, you know, about having your camera on or, you know, have patience if somebody has connection issues they were just it was everything had to be reevaluated. And I think one of the biggest ones was communication. We kept that open door communication, albeit in a different context, you know, we had regular online meetings with the students we already had a WhatsApp group. You know, we're not we're small school. So, you know, we always have a maximum of 50 adults. And so, you know, we can do that but we then introduced a classroom WhatsApp groups. So there's that constant opportunity to connect with somebody and to be reassured and support was a really big one. And we supported ourselves as a team, because we were all thrown into deep end. And we also, you know, we have our little WhatsApp group ourselves and, you know, bit of crack few messages, few videos just to keep it lighthearted but also to help each other solve problems. We work together. And then the next one that we worked on was best practice. And that's something that's continually evolving because, as I say, this is all so new for us all. And, you know, we have our documentation on best practice from the teachers perspective with online teaching, but also the students perspective. We also look at, for example, there's different websites or apps and we have documentation on that and something that we're doing at the moment is each teacher will take two things off that list that they're not currently using in that in their classroom. They will go away and use those apps or sites, and then they will report back on the pros and cons and then the other teachers can decide whether they're going to incorporate that into their classroom. So it's just looking at different ways of how we can do the best that we can and offer the students the best service. And then a big one was clear documentation and we looked at the customer journey from arrival and until when they're here. And we created a pre arrival document, and it covers everything from when you arrive what documentation you need, travel self isolation, what you can and can't do, even down to deliveries who does online deliveries what take away companies. And the reason why we did that is students have anxiety common anyway, you know, we all bring learning anxieties with us no matter what age we are. And I find sometimes adults more so. And it's bad enough without there being a pandemic thrown into the mix as well so we, you know, wanted to make all everything about that easier. And then when the students are here we created another document as student COVID protocol and that looks at everything about what you can and can do at each level. And also, you know, if you have symptoms if somebody is a close contact and you've symptoms, but we also included that that if we are in lockdown we've given them loads of apps and sites so if you want to work on your creativity on your academic aisles on your meditation, you know so we have a list of suggestions and sites for them there and they all really appreciate that as well. Feedback. So, from the teachers perspective it's always been great we're a small team. And they've always, you know, we're all working together and we're doing our best in a difficult situation so you know, they really have pulled it out of the bag you know, thrown themselves in at the deep end and they've been great. Initially from the students, it was, most of them were like they knew we were trying our best and knew that this was something out of all of our control but at the same time they didn't want to be online. So at the initial stages, feedback was fine. It wasn't what we were used to let's say and you know and as again we were learning by doing we didn't have two months notice to put best practice in place. So what I did here is I compared I was looking during the week at feedback kind in those initial stages, and then we did feedback last week. So, at the end of April feedback beginning in May, 82% of the students were enjoying the class that was 92% last week and 90% of the students back and end of April felt that they were getting the right support from their teacher that was 100% last week. 80% felt that they got enough opportunities to practice during this during class. That was 89% last week still room for improvement but you know the thing is is that it has improved. Back, you know, in April, 81% of students thought that their English language skills were improving and that again was 89%. So again, there's still areas that we're looking at. We've included, for example, in our social activity program conversation classes, and, you know, and we're looking at different ways to increase the learner experience. We learned, well, new skills, lots of new skills, new sites and new ways of teaching, you know, so all of that we have learned. I think one of the biggest things is not to take anything for granted because, you know, we are in such a great sector and you are ticking along and everything's going well and then the next thing, boom, so definitely don't take anything for granted. One that I feel strongly about is that paperless classes are possible. I always knew it, and I always always met with resistance from the teachers as they were photocopying 50 pages but you know it is possible and this pandemic has shown that. And even when we were back face to face, there was the photocopiers were hardly used and I think that's fantastic. I think a big one as well is it shouldn't take a pandemic for people to work together. I mean, you know, I came home 14 years ago to take over the business, and I've made more connections in this sector in the last nine months than I had in the whole 14 years. And, you know, it should be that way we should all work together we might be competition but we're all different profiles and sizes and we can all learn from each other. And I think it's one of the positives that will come out of this is that, you know, I would like to think that people will want to work together to more and to help each other because when we come out of this. We need to be the leading destination in the LT. We do, we will have competition. The market will be smaller. So it's in all of our interest to work together to offer more quality profit. And then medium to long term. And we'll continue to work on best practice and through internal training external training. We will keep some element of the online teaching we do already when we're in face to face for example with Google classrooms with some of the apps or sites that we use online. So for me, ultimately, it's all about the experience and we sell experience we offer experiences and people come to Johnny Gaul for the Johnny Gaul experience to go out surfing just outside us here to, you know, the horse riding the nature. You know, on the West Coast of Ireland, education tourism is like in the time I live in alone. It's 30% of the overall economic contribution. And we need it. We don't have Google we don't have LinkedIn this is one of our main industries. And it's vital. And for me, I'm looking forward to welcome jeans back and giving them the Johnny Gaul experience. So yeah, that's us. That's great. And I remember you, I know from talking to you before that that that you feel that the students are kind of part of the community there, because they're there for long they're there for six months and so on. And how has that kind of dynamic work for the students like outside the classroom outside the school in this kind of scenario. Well, I mean, you know, again, small town two and a half thousand people and we have like a small Brazilian population and you know they work in the local hotels initially how we would do I'm involved in tiny towns, for example. So our students come out and they help us in tiny towns, they volunteer in the local community center. So we really look at ways of how they can get involved in the community take pride in the community beach cleans or whatever projects are going on. Like some of our students are now married in the area we have a few babies and it's to be honest I think it's great I think you know the world such a big place and we're just a small area in the west coast of Ireland but you know we have certain communities live in here and they're integrated into the west coast and it makes our area more open minded, more. Yeah just more open. And yeah, it's one part of what we do that I'm very proud of to be honest. I agree with you. They're 100% like our students are not like external to the community. They become part of us. Yeah, and very often they are that kind of frontline part of us. Yes, definitely in the jobs that they do. And you know when I go into super value in the town there's a few of our students there and some of them that are no longer students and I live in here full time and you know they go hey Gina what's the crack and it's just like oh how's it going you know what I mean it's funny to hear them with their wee Irish twangs and everything but yeah and like they do they take on a lot of those roles from us in the hospitality or you know in the yeah mostly actually in hospitality and retail here but yeah they do you know they play an important role.