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Communication Policy for Beneficiaries in E-Learning/E-Training Environments

First: Objective

This policy aims to clarify the available communication tools within the e-learning program/course page for communication between the trainee and the trainer, among trainees themselves, and between the trainee and the institution when needed. It also outlines the etiquette for using these tools.

Second: Communication Channels

The MENA High Institute for Training provides several channels to ensure continuous communication between the trainer and the trainee through the following means:

  • Email: info@mena.edu.sa
  • WhatsApp: 0554746997
  • Unified Number: 920022962
  • Live Broadcast (via the training platform during sessions)

Third: Policy for Responding to Trainee Inquiries in E-Learning

  • Chat within the training platform during synchronous sessions.
  • Raise Hand feature, allowing the trainee to speak with the trainer’s permission.
  • Email.
  • System Messages (via the learning management system).
  • Trainee Account Messages.
  • WhatsApp (for urgent or emergency matters).
  • Phone (for urgent or emergency matters).
  • Discussion Forum within the e-learning platform of the training program.

Fourth: Communication Policy Guidelines for the Above Channels

  • Participation should be relevant to the training content and process.
  • Discussing political or religious beliefs during lectures or communication with the institute or trainer is prohibited.
  • Commitment to active and effective participation in the virtual classroom.
  • Adherence to conversation etiquette and mutual respect among trainees and between trainees and the trainer.
  • Respect peers’ opportunities to ask questions and discuss without interruption.
  • Avoid interrupting the trainer during explanations; questions and discussions should be within the lecture scope and with the trainer’s permission.
  • Keep the camera and microphone off unless permitted to turn them on and participate.

Fifth: Rules and Etiquette Trainees Must Follow

When explaining an issue to technical or educational support representatives, trainees must:

  • Adhere to dialogue etiquette.
  • Show respect.
  • Avoid offensive language.
  • Refrain from political or religious discussions.

Sixth: Rules and Etiquette for Technical or Educational Support Representatives

  • Respond to inquiries professionally within the expected timeframe for each channel.
  • Adhere to dialogue etiquette.
  • Show respect.
  • Avoid offensive language.
  • Refrain from political or religious discussions.

Seventh: Technical and Educational Support

  • First Stage: Technical support is provided through MENA Training’s channels, and the support team will address inquiries.
  • Second Stage: Tickets are escalated to the service provider for resolution and response.
  • Technical Support Email: info@mena.edu.sa (responses within 24 hours).

Eighth: Technical Support Procedures

# Procedure Responsible Party Communication Channel
1 Receive technical or academic support requests through designated channels 1. MENA Training Technical Support Supervisor
2. MENA Training Technical Support Team		 info@mena.edu.sa
2 Respond to the requester promptly via support channels and notify them of the request outcome 1. MENA Training Technical Support Supervisor info@mena.edu.sa