SnS Report of AIESEC in Lebanon
The Standards and Satisfaction at AIESEC
Some Indications
ICB Report: “Most of the complaints were regarding the accommodation fees and living cost in Lebanon, you need to make sure you set right expectations with the Sending Entity, EPs and provide more details information on the JD. Most of the EPs said that they were satisfied in general and 3 would go try our programs again.�
NPS Responses IGV: 9 OGX: 0
Top 3 Issues
Preparation & Expectation Setting (Home Entity)
Accommodation (Host Entity)
Leadership Development Spaces (Host Entity)
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Preparation & Expectation Setting (by Home Entity)
AIESEC responsible from the Home Entity should provide the EPs with the AIESEC standards and the official exchange policies in written format. Acknowledgment that the EP has received, understood and accepted the policies, in written format should occur. AIESEC responsible from Home Entity should provide the EPs with the basic information regarding the country/territory the EPs are traveling to in a written format, including: culture, political situation, safety, living standards, home and host contracts.
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Accommodation (by Host Entity)
AIESEC responsible from the Host Entity will coordinate accommodation with the EPs for their stay. It should correspond with what was originally stated in the opportunity.
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Leadership Development Spaces (by Host Entity)
AIESEC responsible from Host Entity needs to provide the EPs all the preparation, and leadership development spaces needed before, during, and after the internship/volunteering opportunity. This includes Incoming Preparation Seminar once the EP arrives.
Solutions
Preparation & Expectation Setting (Home Entity) ● ● ● ● ● ●
Attach the XPPs to the contract Create an EP booklet for exchange (policies and complaint procedures) Create a 1 pager for the country they are going to go with useful information and links EP facebook group with former EPs that share tips about the countries and their experience and update it ourselves as well . During OPS, have videos from Hosting Entity showcasing general expectations (showing the accommodation, culture, living standards…) SnS booklet with a checklist and also who’s responsible in every LC
Accommodation (Host Entity) ●
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Create an accommodation booklet which includes pictures of rooms, facilities provided, location, home materials the EPs need to get, some other facilities and services around the hostel, etc. to prove that the EPs have a high value on retun for the fee Set a good deal with a hostel/student dorms to reduce the expensive accommodation fee Set a clear plan regarding the acceptance/approval of EPs, to make sure that we have the finals number of trainees ahead of time, in order to set a good deal with a hostel Create a Facebook group for the old and new EPs, to exchange thoughts over the concerns and Give an option for the EPs to have a skype meeting with previous EPs to share their experience and their thoughts about the living conditions in Lebanon Create a complaint form for the EPs to fasten the process of dealing with situations with the hostel
Leadership Development Spaces (Host Entity) ●
Before Arrival:
Ask trainees to send us a copy of their LDA and a short reflection on the results and of what they want to achieve by the end of their experience ● -
During the Experience: Create a LEAD framework based on the 4 leadership qualities and train the Middle Managers on how to use them Work with the EPs on personal goal-setting during IPS Train the EP Buddies on how to follow-up on those personal goals with their EPs Have one-to-one meetings and group feedback sessions with the EPs on a weekly basis Have an advanced LEAD workshop in the middle of the EPs’ exchange to revisit goal setting Ask the enablers to send a weekly schedule of the EPs’ weekly schedule, to make sure that they are having a challenging JD and fulfilling journey
Overall Recommendations to the Whole Entity ● ●
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There is a strong need for education over the SnS & XPPs There should be more awareness in our entity over the importance of the NPS (Net Promoter Score) and the value it can bring back to AIESEC in terms of potential deliverables for improvement More transparency is needed regarding the accommodation, with an additional objective over making it stable EP Management system is very limited and unstructured
“We as an entity commit to creating leadership experience with the goal of creating impact to both our trainees and EPs�