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A study of classroom behavior management techniques for the children with autism
(UMT.Lahore, 2011) MEHWISH AHSEN
Classroom management strategies designed to improve the problem behavior directly affects the student achievement. The topic of the research was “A study of the classroom behavior management techniques for the children with autism” The purpose of the study was to find the behavior problems of the children with autism exhibited in the classroom and to find the most appropriate therapy for the children with autism in classroom. The objectives of the research were to know the behavior problems exhibited by the children with autism, to find the most appropriate classroom behavior management technique/therapy used for the children with autism and to know how behavior management techniques enhance the learning of the student with autism The present research was descriptive. The researcher developed two questionnaires with the help of thesis committee .Questionnaire 1 was related to the behavioral problems exhibited in the classroom. Where as Questionnaire 2 consisted on the therapies/techniques used in the classroom .Data were collected through convenient and snow ball sampling techniques from 100 teachers of the children with autism. Then data were analyzed statistically and conclusions were drawn. The results showed that most of the students with autism have social problems such as no peer interaction, poor eye contact as well as they show aggression in normal situation. Most of them have stereotype behaviors such as hand movements and body rocking during classroom activities. The Over Correction Technique reduces the self injurious behavior and throwing objects in the classroom and Structured Daily Routine helped the students to learn the classroom discipline. Modeling technique and physical therapy increase the positive behavior and reduced the hyperactivity in autistic children. Ignore technique decreases the undesirable behavior. Classroom management training reduced body rocking and repetitive behavior. Further music therapy increased on seat behavior. Self management technique can reduce fear of new environment. This research revealed the significant difference between the teacher experiences and applied behavior analysis.
A case study of hamza foundation academy for the deaf (HFAD)
(UMT, Lahore, 2023) Touseef Ul Hassan; Muhammad Waqas Akram
It is important to understand special education and the services being offered to individuals who are deaf in light of research conducted in Pakistan. In this research the researchers were interested to project the brief historical background of services provided and providing by the Hamza Foundation Academy for the Deaf, Lahore. Purposely the researchers collected the data regarding their service structure, infrastructure, faculty, staff, administration and resources. It will be a source of great deal for the parents and the deaf community to access Hamza Foundation Academy for the Deaf. Moreover, the perception of Pakistani society about deaf people and their social emotional adjustment can be changed.
A case study of innayat foundation academy for the deaf (IFA)
(UMT, Lahore, 2021) MOHSIN ALI; HASSAN AQEEL
This study is pacifically concerned with the parenting and family life problem faced by The parents of children with autism spectrum disorder (ASD). The objectives of the research was to highlight the parenting and family life problem faced by parents of children with this disorder, to determine the critical indicators of autism in which parenting issues can be Intensified and determine the stress level the parents face in parenting children with autism spectrum disorder. The research was quantitative in nature and descriptive in method. The population of the research included parents of children with autism spectrum disorder from Lahore and Islamabad. From the population the total sample consisted of 86 parents were drawn. The instrument was developed on the basic of hypothetical framework (fig. 3.1) by the researcher but not bilingual. The respondents responded against a three Likert scale (agree, no opinion, disagree). The collected data was tabulated and analyzed with the help of Google Drive and SPSS (statistical Package for social Sciences). He Cronbach’s Alpha value of the instrument was 0.97 which means that the instrument was reliable. On the basic of research it was concluded that parents of children with autism spectrum disorder face different challenges in bringing up their children. The parents when observe disturbing attitude in their child with autism, they get disturbed and get demoralized. As observed after research it was concluded that mothers face more problem with the autistic child. Many of times parents face social pressures, financial problems, and domestic problems Which makes their life miserable and problematic as far as professional consultation is concerned Mostly is not available in our society and if available then it has got its own financial implications
A comparative analysis of students performance in and perceptions about online and face to face learning
(UMT Lahore, 2023) MUQADDAS BEGUM
The research was conducted to do the Comparative Analysis of Students Performance in and Perceptions about Online and Face to Face Learning. The main objective of this research was discovering the experience of pupils with digital learning during COVID-19 and face-to-face learning after disease outbreakg. Check the experience and perception of the students. The population of study included public and private Higher Education institutes of Gujranwala and Lahore. Data was collected from 201 participants. As the students of university were be taken as sample. Questionnaires were distributed physically and online. Total of 80 responses were collected online with Google form while 121 were collected physically. The study was quantitative in nature and descriptive approach was used. Convenient Sampling was used and Data was collected through questionnaire which was distributed online and physically as well Data was analyzed with the help of SPSS 21 various statistical tests were run such as Descriptive, frequencies, one way ANOVA and independent sample t-test. The main focus was to discover the effectiveness, performance and preference of student’s in-between online learning and Face-to-Face learning after COVID-19. The pupils favor Face-to-Face learning over digital learning but students also highlighted that online Learning provide chances to explore and increase their self-regularity in studying. Recommendations were also provided.
A comparative analysis of students’ achievement in STEM versus NON-STEM schools at secondary level
(UMT Lahore, 2023) Humaira Yousaf
This study initiates by looking at the education system, focusing on two types of school systems i.e., STEM (Science, Technology, Engineering, and Mathematics) schools and non-STEM schools. In this research it was trying to find a comparison among these schools. The quantitative research was done through survey to find out the difference in students’ achievement in both types of school categories. The data was collected from 400 students of secondary grade, 150 students were from STEM schools and 250 non-STEM schools. A questionnaire was constructed on 5 point Likert scale after considering its validity and reliability of the instrument. Mean, Standard deviation and percentage responses was measured through descriptive statistical analysis and for inferential statistical analysis independent sample t-test and one-way ANOVA was considered to measure the mean difference among variables. The results show that only marks achievement of students was significantly difference in both school types, i.e., STEM and non-STEM schools. Another significant mean difference reveals among different categories of marks achievement in their total responses. Other demographic variables like gender, class, and subjects show no any significantly mean difference in the both school categories. Findings reveals that STEM schools are better producing students’ achievement scores as compared to non-stem schools’ system. The results highlighted the need for specific strategies to increase the awareness and practicability of STEM based activities in schools, and related policies for both STEM and non-STEM schools to make sure students get the best education possible.
A comparative evaluation of 7th grade English textbooks of federal and Punjab textbook boards
(UMT, Lahore, 2007) Asma Waqar
This study is aimed to evaluate and compare the 7'^ grade English language textbooks of Punjab and Federal textbook boards of Pakistan both quantitatively and qualitatively. Since the Government claims that is taking remarkable steps in upgrading and developing the syllabi, it is required to analyze the extent to which these steps are taken in the right direction. English plays a significant role to get in touch with the outer world of advancement and technology. A global appraisal of the English textbooks is consequently the need of the day since in Pakistan they are the only source of learning the language during the academic years of majority of students especially in public schools. For this purpose, the study not only uses the text/ material enclosed in the textbooks but also the perception of the teachers who teach English to 7^'' grade in Punjab and federal public schools. This enabled the researcher to explore the minds of the teacher to know what exactly they know about English language and its teaching. Tl^e study comprises of fiy^liapters. Chapter one gives the introduction of the^stu\dy. Chapter two ejK^Ios^s the literawe review. ChWer three mcwides the details of ra^odology. Chaptenfour carries the results both>auanmative and qualitatiWehapte\ five is abo r I discussionsVn the resuFfs\ After discussions/the smdy is concluded and s^me suggestions are ^ven. It is ^ongly ho^d that the results of th^ study would contribute pj^siti^ly and have^oi^ positive effects oy reshaping the English textbook^ more an^tically.
A comparative study of attitudes of pre-service general educators and special educatorstowards inclusive education
(UMT.Lahore, 2016) HALIMA SAADIA SAEED
This study compares the attitudes of pre-service special education teacher and general education teachers towards inclusive education. The ultimate objective of this study was to measure the attitudes of pre-service educators enrolled in different teacher training programs in public sector universities of Lahore. Sample of 729 pre-service educators from two public universities were selected: 403 general educators and 325 special educators. A two part survey instrument was used to collect data. Section one was about general demographic information about each participant, it included 12 variables related to the participant. Section two consisted of the Attitudes towards Inclusive Education Scale (ATIES) (Wilczenski, 1992). It is a 16-item scale that measures the attitudes of respondents towards the inclusion of children with social, physical, academic and behavioral difficulties in mainstream classrooms, where each item is rated on a 6 point-Likert type classification from 1 (strongly disagree) to 6 (strongly agree). This instrument was validated from experts of the field and then pilot tested on 60 pre-service teachers. The reliability of instrument was found as 0.80. The instrument was field tested on 729 pre-service teachers from different campuses and affiliated institutes of two selected public sector universities. The difference in the attitudes of general and special educators on the basis of their specialization, universities, institutes, gender, family disability, disability in close relations, confidence in teaching, experience in teaching, any previous special training, and knowledge about Punjab Free and Compulsory education Bill 2014, was calculated. In the light of conclusions, attitudes of majority pre-service educators are positive towards inclusion of students with special needs. The demographic variables which have significant impact on the attitudes of pre-service educators are area of specialization, gender, family disability, of disability in close relations, special training, Punjab free and compulsory education bill, 2014 and age, So, as the age increases the attitudes are more positive towards inclusive education. It is recommended that administrators of the teachers training institutes can consider for the inclusion in their programs. More institutions should examine practical experiences regarding inclusive education in the more positive and encouraging environments for the students to exhibit success. Further, researches should be conduct about the inclusion of students with special needs and regarding this topic. This country will face real change with the implementation of educational policy and recommendations. Media should conduct TV compaign program about inclusive, vocational and other type of education for awareness of the community, to change the thinking, views and attitudes of society.
A comparative study of guided and free writing instruction
(UMT, Lahore, 2005) Ms. Saira Rehman
Writing is the productive skill in the written mode. It, too, is more complicated than it seems at first, and often seems to be the hardest of the skills, even for native speakers of the language, since it involves not just a graphic representation of speech, but the development and presentation of thoughts in a structured way. It is a network of skills that can be taught, practiced, and mastered. The present research is a comparative study of two writing techniques "guided and free writing" in the Punjab School, Lahore. Free writing is a beneficial technique for students of English despite some of the obvious difficulties for learners of English. In the framework of a department for the studies of foreign languages, creative writing can create substantial benefits in three areas. It is an effective means for advanced language practice which is innovative, challenging, affective and learner - centered; secondly, it creates academic benefits in terms of text analysis and comprehension, both for content and form, and finally it provides a creative and emotional counterbalance to the rather cerebral nature of academic study. The researcher then proposes that by assessing two different techniques of teaching writing, will be helpful in diagnosing specific applicable technique, leading to targeted professional development to improve teachers' teaching practices and student's achievements in the area of writing. So the purpose of this study was to determine the effectiveness of free writing technique of fourth-grade students. Using a pretest posttest control group design, it was found that after four months the students (n=15) who were treated with free writing technique achieved similar scores than the students (n=15) who were treated with guided writing technique. It is concluded that the writing technique emphasizing free writing technique was not that effective in promoting and improving the writing capability of the students
A comparative study of leadership styles of male and female head teachers at secondary school level in public and private school in lahore
(UMT, Lahore, 2017) NAJUM UN NISA
The purpose of the study was to compare the leadership styles of male and female secondary school head teachers in public and private schools in Lahore. For this purpose, ten public and ten private schools, in Lahore, were selected as a sample. All the teaching staff of the schools was taken as sample and they rated their head teachers regarding leadership styles. The total sample is comprised of 160secondary school teachers. Quantitative research method was employed to carry out the study. For comparison, The Leadership Behaviour Description Questionnaire was adopted. The questionnaire comprised thirty restricted response items and analysed on the basis of five points Likert type scale. To reach certain conclusion, along with the basic descriptive statistics t-test was applied for comparison. It was found from the study that: Over all, there was insignificant difference in the male and female leadership style and there was no significant difference in the leadership styles of head teachers on “initiation and consideration dimension” in public and private schools of Lahore.
A comparative study of leadership styles of male and female principals in secondary schools of Lahore
(UMT, Lahore, 2006) Mukhtar Ahmed Qureshi
The study was conducted to highlight the leadership styles of male and female principals in secondary schools of Lahore. The objectives of the study were to identify and compare leadership styles of male and female principals of secondary schools of Lahore. Autocratic, bureaucratic, democratic, laissez faire, transformational, and cultural leadership styles were discussed in the study. Sixteen schools, situated in the limits of Lahore Cantonment and Gulberg Lahore, were selected. The data was collected through questionnaire consisted of sixteen statements. Statistical techniques of average^ weighed average and percentage were applied to analyze the fact. Data was presented in the form of tables. Although there are differences in leadership styles of male and female heads, but there are no limitations. The researcher concluded form the discussion with different school heads that a leader can be an autocratic, bureaucratic or democratic at times. Leaders, with respect to their styles, are always in gray area. Different situations demand different behavior form the leaders, so they act accordingly. During the comparison the researcher found the folio wings: □ That the male principals are more authoritative than their female counterparts. I □ That the female heads are more collaborative and flexible. They want more involvement of community people in school affairs. Hence are more democratic in their style than their male counterparts. □ That the most of the male heads fall into autocratic category whereas female fall into bureaucratic and democratic group of leaders
A comparative study of scientific concepts of children with and without hearing impairment of grade viii
(UMT, Lahore, 2011) Rabia Mehboob
This study investigated and compared the scientific concepts of students with and without hearing impairment of grade VIII. For this purpose a test of scientific concepts was developed on the basis of their science syllabus. Pilot study was conducted on 15 hearing and 15 students with hearing impairment in order to select the items on the basis of item analysis. Out of seventy 30 items were selected. These items were administered on 50 hearing and 50 students with hearing impairment in final study. The data analysis showed that hearing students are more proficient in scientific concepts than hearing impaired students. Demographically significant differences were found in the scientific concepts on the basis of gender and institutions. The possible causes are poor facilities such as science labs, teaching methods and other necessary equipments
A comparative study of textbook alignment with national curriculum of science in primary classes
(UMT.Lahore, 2020) Maha Azmat
The curriculum document provides guidelines to achieve the goals at national level. For this purpose, the textbooks in Pakistan are developed by Curriculum and Textbook Boards as well as the private publishers. The intent of this study was to identify that to what extent the content of science textbooks being taught to grade I-III in private and public schools of Punjab is aligned with and justifies the objectives of the National Curriculum. The study was qualitative in nature and purposive sampling technique was used for the selection of textbooks. Textbook analysis was done by comparing the Students Learning Outcomes of the textbooks with the National Curriculum document (2006). The results of the study indicated that there are some gaps between the students learning outcomes as mentioned in the National Curriculum of with relevance to the content. The results of the study indicated that textbooks and the curriculum should be revised to maintain the quality standard of textbooks. Keywords: Curriculum, Curriculum Alignment , Textbooks
A comparative study of the performance of trained and untrained teachers at elementary level
(UMT.Lahore, 2016) Syeda Taqdees Abbas
The present study aimed at finding the difference in the classroom performance of trained and untrained teachers in the private schools of southern Lahore. The population consisted of teachers from private elementary schools with medium pay scale (between Rs. 10000 to Rs.18000) in Southern Lahore. Total private elementary schools were 289; there were 6 to 8 teachers in each elementary level branch, hence, total number of teacher was 2023. The sample consisted of 29 private schools of Southern Lahore. These were selected by convenient sampling method. From each school either six or eight teachers depending on the strength were selected as sample. Total sample was 202. Out of the total 101 were trained and 101 were untrained teachers. Observations of the volunteer trained and untrained teachers were done through observation checklist prepared by the researcher with the help of the supervisor. The main focus was on teaching strategies/ methods used by the trained and untrained teachers which were helpful to compare their classroom performance according to the observation checklist. Data collected was tabulated and analyzed. Following findings were obtained as a result of data collection and analysis. Overall classroom performance of trained teachers was better than untrained teachers. Significant differences in result of t test also indicated that the trained teachers taught their assigned subjects in a better way using the skills they learnt during their inservice training.
A comparative study of traditional and modern teaching strategies with reference to their impact on the development of ethical leadership qualities
(UMT.Lahore, 2013) Syeda Basit Anjum
Education and its objectives remained the hot debate throughout many centuries. Researchers concluded three important domains of education, cognitive, affective and psychomotor. Cognitive, affective and psychomotor domains are interrelated. Recent high-rise in corruption, especially on leadership levels and down fall of our society has revealed the truth that we as a teacher are not full filling the needs of these mentioned domains so; society is suffering by immoral/non ethical persons trained from our schools. Teacher, school curriculum and syllabus play an important role in the development of these above-mentioned domains. Most important is curriculum that has four elements, objectives, content, teaching method, evaluation. Teaching method is the main tool from with teacher transfer knowledge and behaviors to his students, especially moral/ethical attributes but in our educational set up, we are still using traditional methods. In Pakistan, no study so far has done to find out the impact of teaching method on ethical/moral development of learners so, for this reason this research on topic “A Comparative Study of Traditional & Modern Teaching strategies with Reference to their impact on the development of ethical leadership qualities’’. It was pretest-posttest control group design. The SRS sample contained 60 students of one central high school of Lahore. Researcher developed MRI as a data collection tool and reliability and validity of this tool find out statistically. Data analyzed by using, T-test and standard deviation values find out to test the all four research hypotheses in control and experimental groups in four pairs. It was found that there is significant increase in ethical/moral reasoning skill in treatment or experimental group, before and after teaching with modern teaching methods. Study also revealed that learner in control group did not get increase in ethical/moral competence before and after teaching with traditional teaching strategies. It was concluded that modern teaching strategies are effective in ethical/moral development of future’s ethical/moral leaders of our society, within the same curriculum and syllabus of schools.
A comparative study on classroom activities for students with intellectual disabilities in public and private sector school of Lahore
(UMT Lahore, 2024-08-23) Aqsa Tariq
Students with intellectual disabilities faced many challenges in the classroom, including difficulty learning concepts, communicating with others, and controlling their behavior. Classroom activities were designed to address these needs, help students succeed in school, and reach their full potential. This study aimed to compare classroom activities for students with ID in public and private schools in Lahore. It employed a quantitative approach, collecting data from 100 teachers working in Lahore's special schools. A purposive sampling technique was used to select the participants. Data analysis was conducted using SPSS software, including various statistical tests like independent-samples t-tests and one-way ANOVA. The study found that public schools in Lahore offered a wider range of skills development opportunities for students with ID compared to private schools. These activities included physical balance, fine motor skills, hand-eye coordination, self-help skills, music, reading, writing, behavior management, sensory integration, matching activities, multi-sensory learning, information retrieval, and social interaction skills. Additionally, public schools were found to have had more readily available specialist teachers and equipment to support students effectively. The study also revealed that public sector schools were more likely to personalize and tailor classroom activities to each student's unique needs compared to private schools in Lahore.
A comparative study on parents’ satisfaction with students progress in special and inclusive schools
(UMT.Lahore, 2018) SAIRA RIAZ
The purpose of the research was to Compare Parents’ Satisfaction with Students Progress in Special and Inclusive Schools. The study followed survey research design. A questionnaire was developed for parents. The questionnaire was pilot tested on 30 parents of children with disabilities. The instrument was validated from experts of the field. Its reliability was found as .940. These parents were selected through convenient sampling. Total 364 parents were approached to collect data, 213 and 151 from inclusive school and special school respectively. Both descriptive and inferential statistical techniques were applied to analyse the collected data.The study concluded that parents were more satisfied with students’ Academic, Communication, Social Emotional, Teaching Learning process, Related services, and life skills and behaviors progress in Inclusive schools.
A comparative study on the quality of education for students with hearing impairment in public and private schools
(UMT, Lahore, 2023) Muhammad Osama Bin Khalid; Saad Qamar
The purpose compare the quality of education provided to students as part of this study with hearing Impairment in Public and Private schools in Lahore. This research is aimed to that what kind of instructional materials are used for the students who have hearing Impairment and what kind of technique teachers use to make the life of hearing impaired students independent and to make education easy for them. This research is quantitative and Descriptive in nature. The process by which we carried out our research is known as research methodology. Identifying the difficulties that the purpose of this study, "Quality of Education for Students with Hearing Impairment in Public and Private Institutions," was to identify the challenges that students with hearing impairment face. schools in Lahore”. Specialized instructional material was helpful for Students with hearing Impairment. Special Education Teachers had free hand in using special instructions. In this study, we have used the convenient sampling for the purpose of data collection. Through the present study researcher collected data from different institutes under govt. and private institutes of Lahore where students were with hearing Impairment. Data was collected through Questionnaire that is survey method. Questionnaire consisted of five options according Strongly Disagree, Disagree, Agree, and Strongly Agree on a Likert scale. This scale-based device was created to gather the data. The instrument was created in English, and data was then input and analysed using SPSS software. Results were presented in numerical form. Conclusions were formed from the study's findings, and suggestions were offered.
A comparative study on the quality of education for students with visual impairment in public and private institutions
(UMT.Lahore, 2020) TAHIRA ZAFAR ULLAH
Quality of education is the main key to achieve the sustainable development goals (SDGs). Aim of the present study was to compare the quality of education in public and private schools of Students with visual impairment in Punjab. Descriptive research design of quantitative approach adopted to conduct this study; a cross-sectional survey method used to collect data. The population of this study comprised of students with visual impairment from all public and private schools of grade 6 to 10. The sample of the study was comprised of 270 students with visual impairment of public and private schools. Sample collected from 12 schools of four cities of Punjab like Lahore, Gujranwala, Faisalabad and Rawalpindi. Sample selected through convenient sampling technique, which is particular type of non-probability Sampling. Self-developed questionnaire was used which comprised of 35 closed ended items. Descriptive and inferential statistical techniques used for analyzing the collected data. Results indicated that overall quality of education in private schools was better than in public Schools. The findings of this study highlight the importance of guidance and counseling as a part of quality education. Guidance and counseling services were better in private schools as compared to public schools for students with visual impairment. Furthermore, findings also show that the environmental accessibility, instructional material, instructional curriculum and instructional methods are lack in public schools of students with visual impairment, which are very important part of quality education. It recommended that the environmental accessibility in public schools is not good for students with visual impairment. Govt. should renovate and adapt the building infrastructure according to the needs of students with visual impairment. Teachers of public schools should improve their assessment and evaluation methods. Moreover, teachers of students with visual impairment should adapt the methods of teaching, instructional curriculum and instructional material in public schools according to the needs of students with visual impairment. Keywords: quality of education, enrolled middle and secondary visually impaired students, Public and private special education institutes.
A correlation study of teachers’ turnover and students’ achievement at secondary level at lahore
(UMT.Lahore, 2017) Shehreen Hassan
Academic achievement of students is highly concerned with teachers’ accessibility. There is a close relationship between teacher and student and this attachment sometimes helps them in good learning and sometimes can lead to their serious kind of loss in their academic achievement in the absence of the teacher. That is why teacher turnover has become an important issue all across the world. The teacher turnover issue arose as a significant problem that affects students’ academic achievement and learning. The study was designed to find out the possible correlation of teacher turnover with student achievement at the secondary level of private schools of Lahore district. The study has determined the factors of teacher turnover in different schools of Lahore, moreover, the study has examined the relationship between teacher turnover and student achievement at the secondary level. The nature of the study was correlation and survey-based using the quantitative methods of data collection. The population of the study was consisting of private schools of Lahore district at the secondary level. The structured questionnaire was adopted containing 28 questions for the teachers and a four column performa was adopted for the schools’ administration to examine the students’ achievement. Teacher turnover was represented by the number of teachers that were present in the schools in the starting of the academic session and the number of teachers that left at the end of the academic session. The student achievement was taken by the results of Board of Intermediate and Secondary Education of Lahore. Sampling technique was convenient. The data from the school administration was taken from (n=40) private schools of Lahore and the data from teachers was collected from (n=250) secondary teachers of Lahore district. The Data analysis was performed by using Statistical Package for Social Sciences (SPSS). The t-test, ANOVA, and correlation were used to explain the different factors. The study resulted that there is positive as well as negative correlation between teachers’ turnover and student achievement, in the session 2013-2014 there was a negative correlation between student achievement and teacher turnover, whereas in session 2015-2016 there was a positive correlation between the teacher turnover and student achievement. In the light of this study, it is recommended that school organizations should give proper instructional facilities and adequate salary to teachers to reduce the rate of teacher turnover. Future study can be conducted that will be based on this research that how to develop a strategy in order to reduce teacher turnover at secondary level. This future research will help to reduce teachers’ turnover and sustain student achievement. Keywords: turnover, achievement
A language course for the customer support representatives oe internet companies in Pakistan
(UMT, Lahore, 2005) Mr. Fayyaz Hussain
ESP is ever ready to meet the most modem needs of language teaching. As in the modem time the business of every company highly depends upon the ways of marketing and representing its products according to the most modem basis of customers' social and psychological analysis of the needs. Language plays the most important role to fulfil the needs of communication. As communication is the key to every type of representation, the help line of any company is one of its most effective agents. In the race of communication Intemet has become the need of the most of the people. Education elites, businessmen, students and even uneducated people have established direct or indirect relationship with the use of Intemet. With the growing number of users, Intemet companies have to deal with the large variety of people belonging to the different walks of life. In this situation these companies have to improve the quality of their Customer Support. The proper use of language is the most important element of any ISP help line. To improve the language of help line personnel, it was felt necessary to find out the problems of telephonic conversation and on the basis of these findings a syllabus should be designed. This research study is a humble effort in this connection

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