Audience: Voices

Feeling excluded

For years, Liliane felt like she didn’t fit in:

She didn’t fit in at the repair shop where, after six months of work, the owner told her she should be reallocated to the administration team because he didn’t want a woman working in the garage, despite her certified knowledge in mechanic automation.

She also didn’t fit in in engineering schools at two different universities. “I was accepted in three federal universities, but people didn’t accept me, because I’m black. I don’t see myself as an intelligent person, but as hardworking. People didn’t understand that I’m smart because I study a lot, and they bullied me. I used to think I’d never achieve anything, because I’m black.”

Seeking a path to a technology career

Liliane finally found her calling in the technology field, where she experienced a diverse and inclusive environment.

She began a course on computer networks, but felt like there was something missing. She kept searching other areas of study, mainly in web programming — but nothing felt like the solution. Finally, she found information about Generation Taster Day and thought “This seems like the right path to reach my goals. Do I fit in here?”

In Generation Brazil’s Java Junior Developer bootcamp, Liliane found a safe place to be herself, share her point of view, and learn. And mentoring was a key part of the journey. “The Generation instructors and staff identified my strengths and a true potential in me. They saw something in me that I couldn’t see. Mentoring is important, because you have someone by your side recognizing your potential and seeing who you really are, saying ‘you are on the right track, keep going’”.

Life After Graduating from Generation

“My life was totally unstructured, I didn’t have hope, didn’t trust people before my experience with Generation. Now I see Generation as a family. It doesn’t matter what happens. We will always have Generation to rely on. I feel grateful.”

Liliane came from a poor family. Her parents were not able to finish school when they were young because they needed to work to support the family. They finished their studies years later. Her mother is one of her greatest inspirations, from whom she learned to never give up. Several years ago, her mother finished a graduation course and is now a school teacher.

In the Generation program, Liliane finally found her place and graduated in 2019 with a certification that led to four job offers in a week. “Years from now, I want to come back and say to Generation classes: “I was in the first class, we worked hard, but we succeeded. And so will you. This program will change your life for the better.”

Where is Liliane now?

After graduating, Liliane secured a position at Banco Itaú as a Tech Engineer for almost 3 years. Subsequently, she has worked as a Developer in three other organizations, gaining more experience in the field. Currently, she is a mid-level DevOps Engineer for Wipro in Brazil.

Shining Shoes, But Dreaming of a Different Career

In the neighborhood where Luiz grew up, in the city of Embu das Artes, it was normal to see kids leave home to work as shoe shiners in the state capital, São Paulo. Luiz learned the trade with his older brother, and this was his main occupation until his experience with Generation.

“I knew I wanted to go to college, but I needed to find something that fits in with my situation. I used to work at a trading company as well, as a shoe shiner, and I thought I’ll study this area and try to get an opportunity here”. He found the perfect program: a two-year course with a fee he could afford. However, after completing the course, he couldn’t find a job, even in the trading company he knew — which by then had shrunk — or in other companies, for two long years.

An Opportunity in Technology

Back then, Luiz didn’t imagine he would find a world of possibilities in the technology field. In spite of his long-term curiosity about the area, he thought about it as an environment where only extremely intelligent people could succeed. His friends, who worked in the sector encouraged him to at least try, “There were so many options that I didn’t even know where to begin. I couldn’t afford a degree, but I got a scholarship to study a short-term course on the basics of programming language. It helped me a lot, I realized I could learn and work with technology!” Four months later, he joined the first Generation class in Brazil in Java Development.

Luiz read the description of the program, the curriculum, and the support the Java Junior Developer bootcamp offered, including providing help with transportation and other costs, and thought it perfectly fit his needs. “I am impressed, Generation is amazing. They did more than what they promised. They promised a course and an opportunity to interview with big companies. But for me, they did a lot more.”

What’s next?

Luiz has accepted an offer to work in the data security and fraud prevention team at a major bank in Brazil, a company that would have been a dream job for him before.

“I want to focus on the goals I have defined after this experience: become fluent in English, do an exchange program in Canada in a year or so to keep studying and developing — I want to become a great programmer.”

When Tamera walks into a room, people notice. A self-described “outspoken encourager,” her smile beams when she talks about the connections she’s formed and the skills she’s developed since enrolling in the Generation Hospitality program in the greater Washington D.C. area.

A friend of hers had completed the program and started a new job, but Tamera admits that she was skeptical about joining Generation. “I didn’t have a job and it felt impossible to get one. I [was] filling out applications, but nothing was happening,” she said. With previous experience as a catering manager, she wondered what the Hospitality program could teach her that she didn’t already know.

But after her first day, she was hooked. “I had a smaller class. It was very family-oriented. We got each other, and it was a lot of conversation. And I felt comfortable.”

Feeling comfortable and feeling known by a teacher wasn’t something Tamera had experienced before. “That’s not what you get in a lot of classrooms. It’s why people don’t finish,” said Tamera. “[Students] were able to talk and if you didn’t know, you actually could raise your hand and act out things.”

A No-Excuse System

Tamera’s instructors and mentors use real-life scenarios to get students to work together and role-play to learn how to handle customer service interactions at a hotel front desk or retail setting. They’ve created a classroom environment where students practice and learn from mistakes, and a classroom support system that extends beyond four walls.

Like Tamera, many Generation students grapple with transportation and childcare challenges, preventing them from enrolling in a training program like Generation or starting a new career. The Generation team helps to mitigate the problem by providing transportation stipends and working with local organizations to connect students with reliable childcare.

“[Generation] helps single moms and single dads because the biggest excuse is ‘I have no way to get there. I have nobody to watch my child,’” she said. “They are understanding and they figure out a way to help you enough that you can’t say you don’t have any help. It’s like a no-excuse system.”

With childcare and transportation plans in place, Tamera and her classmates could focus on the intensive, 5-week program. While she was surprised by the amount of customer service knowledge she learned, the biggest surprise for Tamera was learning the importance of a great cover letter and a strong resume.

“I learned that the cover letter is what they look at first to see if they even want to open your resume. So, I made it perfect. I’m 24 and I had never written a cover letter before until I got help to do it. And it got me a job instantly,” said Tamera. “Right when the program was done, I had interviews back-to-back.”

New Roles, Ongoing Connections

Today, Tamera is working as a second-grade assistant teacher, a goal she had before joining Generation. She loves working with her second graders, but the certification she earned through the Hospitality program has inspired her to chart a new career path and work towards the dream of managing a hotel department. “The hospitality certificate means a lot. When you say you’re certified and you have the proof, it opens up so many doors,” she said.

Tamera was also selected to be a Generation Alumni Ambassador, a new program for exceptional Generation graduates who want to connect their peers to Generation programs.

“Being an ambassador, I go out and help bring people in to help them grow. There’s a lot of people that are unemployed, period. Especially in D.C.,” said Tamera. “And they’re all young, and they don’t know where to start. I didn’t know where to start until someone told me. So I’m here to tell other people.”

Her advice for students considering a Generation program? Don’t quit. “Because what you think you know, you don’t know. And having that certificate, walking across the stage, graduation, and having people that are proud of you and helping you towards that next step. Not just for [your next job], that resume and everything you learn goes a mile.”

For more information about Generation programs in the greater Washington D.C. area, visit usa.generation.org/dmv.

簡介：

2018年6月，Joey 成為「鼓掌 X 創世代」－「客戶服務（酒店前線/物業管理）」培訓課程的第二屆畢業學員。他目前正在東隅酒店（East Hotel）擔任客務大使的工作。

參加「鼓掌 X 創世代」，給自己一個機會轉換環境

「我以前在電視行業從事文職多年，一直想轉換新環境。我一向對酒店客戶服務很有興趣，覺得這行穩定且有發展潛力，所以想挑戰自己。然而，我學歷不足和英文不好，加上不了解酒店行業，想入行但無從入手，感到迷茫。我亦曾嘗試去面試工作，但對方看到你沒有相關學歷和經驗，很快便拒絕。後來剛好得悉「鼓掌 X 創世代」課程能學到酒店知識和面試技巧，便把握機會報名參加。」

課程得著

「在導師和同學的幫助下，我認識了酒店業的基本知識，學會和客人相處的技巧和心態。如果沒有參加這個課程，相信我不會這麼容易入行，就算入了行也會不知所措。因為課程和僱主有合作關係，能減少被拒絕的機會之餘，也更有信心。」

「課程中我們到酒店參觀，認識實際工作環境，機會很難得。不但能了解自己適合什麼崗位，更可以模擬面試，令我正式工作時也不太緊張。」

「其中，我最深刻是導師教導的『同理心』。以前我做文職不用面對客人，沒有想過同理心的重要性。當時導師教我們要從客人的角度出發，將心比心，現在我正式出來工作，發現真的學以致用，大派用場。另外，課程中導師寓學習於遊戲，令同學之間學會團隊合作，有效吸收知識。而角色扮演的環節令我們可以代入不同的角色，增加溝通和服務技巧。這些與坊間填鴨式教學不同，很值得推行。」

以實現理想為目標，有心不怕遲

「剛剛入行時我仍沒有信心，不敢開口和客人交流，怕被別人取笑。但在同事的幫助下，多講、多學、多聽，真的成功了。原來就算學歷不高、經驗不多，只要有多方面的軟性技巧和積極的心態，亦能勝任工作崗位。」

「我想對未來的參加者和其他年輕人說：這個課程不只會教技巧和英文，也教會你做人。當中會教你成長的心態，同理心，甚至如何待人相處，會畢生受用。就算你覺得自己未夠資格，只要你很喜歡這個行對業，永遠不要怕太遲起步，實現理想。」

2018年5月，Alice 成為「鼓掌 X 創世代」－「客戶服務（酒店前線/物業管理）」培訓課程的第一批畢業學員。她目前正在麥當勞道貳號酒店式服務住宅公寓（Two MacDonnell Road） 擔任前台客戶服務員的工作。

加入酒店行業一直是我的理想

「以前我曾係連鎖零售店工作，雖然我被晉升至助理，但一直無忘記想加入酒店行業的理想。無奈我的學歷不足，而且坊間的課程大多為期太長，所以一直沒有機會實踐理想。後來看到「鼓掌 X 創世代」課程的宣傳，為時不太長，內容很適合我，於是報名參加。」

透過課程讓我更了解自己

「我本來對自己的長短處不太了解。在mock interview的環節中，導師會協助我認清自身不足和如何突出優點，使我更認識自己。」

「透過CV360的環節，導師會協助我們度身訂造合適的履歷，與我們發掘自己未知的一面。從製作的過程中，我學會如何在履歷裡展示自己的優點，令僱主對我有更全面的了解。」

課程教會我堅持，令我一生受用

「一開始去麥當勞貳號上班也不太習慣，面對新環境和行業，不時感到掙扎和憂慮。後來我堅持努力學習，掌握實戰技巧，最終也慢慢勝任工作。」

「從課程中我最大的得著是學會堅持。當時早上要上課，下午要返工，很辛苦。但正正因為我的堅持，我得以踏入酒店行業，實現自己想做的事。所以，就算你沒有學歷和經驗也不要緊，最重要是堅持做自己鐘意的事，總會達成理想的，你我都可以做得到。」

Can a 2-month intensive course make a difference in a young journalist’s career?

The answer is a resounding yes. Last Friday, March 22, I finished my training in Digital Marketing and Branding with Generation spin and the INCYDE Foundation. Two months in which, not without difficulties, I have managed to eliminate my “fear” of SEO and SEM, dive into the world of Social Ads, Google Analytics… And above all, two months in which I reconnected with my passion for communicating.

And what can I say about my colleagues? Twenty-nine nine young people of diverse backgrounds, full of talent, freshness, and desire to take on the labor world that for the moment has turned its back on them. You can not imagine how happy I’m going to be every time I see a WhatsApp message or Linkedin notification that tells me that an employer with a very good eye has trusted you.

Thank you

I was looking for a job to pay for my studies

Before Generation, I had only worked occasionally without any serious work experience, never able to find the stability I was looking for. After Generation I understood how to learn from my mistakes and improve myself. It provided a way to not only find a job but also to become the best version of myself.

Every day, I experience what Generation taught me

The course “Excellence at Point of Sale”—thanks to the incredible trainers at ELIS, the methodology, and the content—taught me a lot about my current role as a sales assistant. From the outside, it may seem like a simple job. But in reality, there is much more to it. Generation helped me in my onboarding in the store because thanks to the training I received, I was able to apply all the content from day 1 and to learn and get up to speed much faster.

My advice for new candidates: get in the game and learn a lot

I’ve always been a person who was uncomfortable talking to others. Generation helped me learn how to engage with new people. The simulations we did in the classroom were very useful: they were very embarrassing at first but if you take advantage of them, they are huge learning opportunities. For this reason, here is my recommendation: take advantage of this unique opportunity, put yourself out there, without fear and without embarrassment. The role plays and simulations we did during the course were what helped me the most to prepare for the activities I do every day at work.

Graduation (and proposals) Take the Stage

Twenty Generation Hospitality students took the stage at the Caribbean Cinema Fine Arts Theatre outside of San Juan, Puerto Rico to celebrate their graduation in December. Little did they know that for one graduate, a new chapter of her life was about to begin.

After five weeks of hard work, it was time to celebrate. Local leaders, employer partners, family, and friends all attended the graduation ceremony, cheering each graduate as they walked across the stage to receive a Generation diploma.

“Listening to the student speeches at graduation, it was clear that the cohort had experienced a tremendous amount of personal and professional growth over just a few short weeks,” said Rachel Shannon, Generation program delivery partner lead.“The students spoke about how their mindsets had shifted and the hope and ambition they had to begin their careers was palpable.”

For graduate Jazmin, the emotional experience at graduation became even more meaningful during a photo session with her classmates. Families and friends were taking group photos of the graduates when Jazmin’s partner approached the stage and got down on one knee.

The crowd of graduates and their supporters all cheered as Jazmin said “yes.”

“Jazmin was thrilled and surprised,” said Karthik Khajana, Generation staffer. “Her classmates were so happy for the couple.”

The Generation Learner Journey

Graduates in the program spent five weeks engaging in intensive training to prepare for roles in the hospitality and customer service industries. Classes, hosted at the Boys and Girls Clubs of Puerto Rico, included lessons on effective communication, using point of sales systems, and time management. With sessions that combine technical skills, behaviors and mindsets, Generation graduates are prepared to be effective members of a hotel or restaurant hospitality team from day one.

In addition to time in the classroom, Generation works with students and partners to build a strong sense of community and support.

“The students were a cohesive group that really supported and cared for one another,” said Khajana. “The enthusiasm and willingness to push themselves really stood out.”

As Jazmin and her fiancé plan their wedding, Generation and the Boys and Girls Clubs of Puerto Rico team are planning for an exciting year of learning.  The next cohort of students will begin training on Feb. 19 and applications are open for upcoming cohorts throughout 2019. For more information about the Hospitality program, visit usa.generation.org/hospitalidad.