INTRODUCTION
Introduction
English is the most widely used international language, facilitating communication among people from diverse linguistic backgrounds As reported by Ethnologue in 2021, while English ranks third in native speakers after Mandarin and Spanish, it boasts nearly one billion non-native speakers, making it prevalent in over 140 countries With the rise of global economic integration and multinational corporations, English has established itself as the standard language for professional communication, encompassing both everyday conversations and formal written interactions.
Despite the widespread popularity of English, many developing countries, including Vietnam, face significant challenges in its effective use in the workplace Although the number of English language centers has surged in recent years, numerous companies continue to express dissatisfaction with their employees' proficiency in English for professional settings This issue has prompted a researcher from the Faculty of Foreign Languages to investigate further.
- to do research on the difficulties in using English language in written communication in the banking and financial sector.
The study collected and analyzed primary data on what challenges the professionals working in the banking and financial environment have faced.
Background of the study
Numerous studies have explored the use of English in the workplace, highlighting various challenges faced by non-native speakers Notably, Cheng et al (2020) examined the English language use and communication difficulties experienced by Canadian immigrants Additionally, Hu & Gonzales (2020) investigated the differing perspectives on workplace writing among employees for whom English is a second language.
Furthermore, Takino (2016) illustrated BELF users' stories in negotiating the challenges of using English in business communication Schachtebeck & Diniso
In 2017, a study highlighted the barriers to career advancement faced by Black African middle managers in the South African banking sector Additionally, Tram (2020) examined the English oral communication skills of business administration graduates in Vietnam from the perspective of workplace requirements While numerous research papers have explored the challenges of using English in professional settings, there remains a significant gap in studies focusing on written communication, particularly within Vietnam's banking and financial industries.
Undergraduate students often overlook the differences between using English in academic settings and in the workplace, leading to complaints about fresh graduates' English proficiency in business contexts Mr Le Khac Hiep, General Director of ADT International Joint Stock Company, highlights that many new graduates are deficient in essential soft skills, including communication, presentation, and foreign language abilities Despite various foreign language learning initiatives in Vietnam, these efforts have not effectively transformed graduates' language skills for professional use.
The term "weapon" in the workplace highlights a significant challenge faced by many students who can communicate in basic English but struggle with complex tasks, such as handling contracts in the import and export sector (Duong, 2020) This gap in skills motivated the researcher to undertake this study.
Objectives of the study
The study aims at examining the challenges of using English language for written communication in the banking and financial sector Accordingly, the following research objectives are set to achieve:
• Identifying the use of English for written communication in the banking and financial sector regarding common forms, levels of use and target audience;
• Finding out challenges to written communication in English in the banking and financial sector;
Nguyen Le Thao Ngan - K20ATCB — 20A7510125
Significance of the study
This study examines the current use of the English language in the banking and finance sector, identifying challenges and proposing solutions for improvement It serves as a valuable resource for banking and financial institutions to understand the pros and cons of their work environment in promoting English language proficiency among staff By adjusting training programs and workload distribution, companies can enhance employee skills and optimize human resources Additionally, the research benefits students specializing in English for banking and finance by highlighting workplace language challenges, enabling them to better prepare for their careers Overall, this study contributes a contextualized perspective to the research landscape in banking and finance.
Scope and limitations of the study
This study examines the challenges of written communication in English within Vietnam's banking and financial sector, focusing on institutions in Hanoi, which is a hub for economic and financial activities Participants included employees from both local and foreign-owned businesses, highlighting the high demand for English proficiency in the workplace compared to other regions Data was collected through interviews conducted from April 28 to May 5, 2021.
A number of limitations came on the way of the study:
Limited access to the research population, i.e banking and financial professionals may restrict the wider coverage of the data.
The study's findings are limited in their applicability due to the small sample size of just ten professionals, which restricts the ability to generalize the results to a broader and more diverse population within the banking and finance sector.
Time constraints also limited the researcher’s deeper insight into empirical research papers on the topic and professional skills needed for conducting a successful interview and analyzing the data
The data analysis from the interview was conducted by a researcher with limited professional experience, which may introduce subjectivity and bias into the interpretation of the findings.
Definition of terms
Written communication in the workplace involves writing for work-related purposes or business writing and conveying messages which can be expressed in a phrase, a sentence, a paragraph or multiple paragraphs.
Challenge is “(the situation of being faced with) something that needs great mental or physical effort in order to be done successfully and therefore tests a person's ability” (Cambridge Dictionary, 2021).
Lingua francas are “languages used for communication between individuals for whom they are not the first” (Knapp & Meierkord, 2002)
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REVIEW OF RELATEDLITERATURE
Literature review
Figure 1 presents the communication process put forward by McShane & Glinow
Communication involves encoding a message into words, gestures, and other symbols, which the sender transmits through various channels The receiver then decodes the message into meaningful content and provides feedback, creating a two-way communication process However, this model highlights that communication can be hindered by barriers, referred to as "noise," which can arise from psychological, social, and structural factors.
Figure 1: The Communication Process Model
Note Reprinted from Organizational Behaviour: Emerging Knowledge and Practice for the Real World (5 th ed., p.271), by S.L McShane & M.A Von Glinow, 2010 Copyright 2010 by The
Effective communication hinges on the successful encoding and accurate decoding of messages According to McShane and Glinow (2010), four key factors significantly influence the effectiveness of this encoding-decoding process.
• Ability and motivation to communicate: Both senders and receivers are skilled at using the selected communication channel and enjoy the task.
• Frame of reference: Both parties have similar “codebooks” to decipher the meanings of symbols, language, gestures and other signs used in the communication.
• Knowledge of the topic context: when both sender and receiver have a common understanding of the topic involved.
• Experience: the more skilled at using “codebooks” and the more familiar with the topic setting, the more effective the encoding-decoding process is
Communication channels can be categorized into two primary types: verbal and nonverbal Verbal communication, which encompasses both spoken and written forms, relies on words to convey information, while nonverbal communication involves gestures, body language, and symbols Each type possesses unique strengths and weaknesses in effectively delivering messages.
McShane and Glinow (2010) defined two key considerations for choosing the appropriate communication channels:
The selection of a specific communication channel can be grounded on the preferences of the organisation or group, individual preference or the symbolic
Nguyen Le Thao Ngan from K20ATCB emphasizes the importance of selecting appropriate communication methods that align with individual personalities and past experiences Social acceptance plays a crucial role in how different media are perceived; for instance, announcing layoffs via email or text may be deemed unprofessional in certain contexts Consequently, the formality and style of the chosen communication medium are heavily influenced by prevailing social norms.
Note Organizational Behaviour: Emerging Knowledge and Practice for the Real World (5 th ed., p.271), by S.L McShane & M.A Von Glinow, 2010 Copyright 2010 by The McGraw-Hill Companies, Inc.
Media richness, as defined by McShane and Von Glinow (2010), refers to the volume and variety of information that can be transmitted in a given timeframe The highest level of media richness is characterized by the use of diverse cues and the ability to provide instant feedback, which is commonly seen in face-to-face communication where both verbal and non-verbal cues are utilized Rich media are particularly effective in non-routine situations that involve unexpected or urgent issues Conversely, communication channels with lower richness are more suitable for routine situations where detailed information is necessary.
Ambiguity significantly impacts effective communication, as depicted in figure 2 In situations where clarity is lacking and both senders and receivers are inundated with information requiring immediate feedback, relying on a lean medium like email can lead to delays and increased misunderstandings Conversely, addressing straightforward or routine matters in an in-person meeting can be inefficient and time-consuming.
Effective communication, whether verbal or written, is crucial for everyone in the workplace, regardless of age, gender, or position However, various obstacles can hinder this process, leading to challenges in conveying messages clearly When communication breaks down, it can negatively impact relationships with colleagues, leaders, and clients, making it essential to address these barriers for successful interaction.
Dr K Usha Rani, Assistant Professor from the Department of English, KL University, Vaddeswaram (2016) pinpointed five types of communication barriers, namely: Attitudinal Barriers, Behavioural Barriers, Cultural Barriers, Language
Effective communication can be hindered by various barriers, including attitudinal and cultural differences Attitudinal barriers arise from disparities in attitudes and values, leading some individuals to exert power over others through task assignments, promotions, or dismissals Behavioural problems, such as bias, generalisations, and stereotyping, also contribute to communication failures Furthermore, cultural differences in backgrounds and values require empathy from all parties involved to facilitate successful communication, as highlighted by Larkey (1996, as cited in Cacciattolo, 2015), who emphasizes the significance of addressing cultural disparities in communication.
Nguyen Le Thao Ngan - K20ATCB — 20A7510125 highlights the negative impact of interpersonal conflicts among educators, stemming from their unique styles, perceptions, values, and beliefs These differences can hinder effective communication and collaboration Additionally, language barriers, including jargon, slang, and varying levels of language proficiency, further complicate interactions, even among speakers of the same language Contextual factors, such as physical settings and communication situations, also play a crucial role in determining the effectiveness of communication within educational environments.
Effective communication faces several challenges, including language barriers, industry jargon, and physical obstacles, as highlighted by Dr K Usha Rani and the Indeed Editorial Team (2020) Another significant issue is information overload, which occurs when individuals struggle to process excessive information within a limited timeframe, leading to unchecked feedback and potential misinterpretation This phenomenon, described as "noise" in communication, is also echoed by McShane and Von Glinow (2010, p.283).
Differences in communication style can also put a strain on those concerned Indeed
Editorial Team (2020) explained this concept by dictating individual preferences over simplicity vs generalities or verbal vs non-verbal languages.
The Principles of Management (2010) highlight several factors that hinder effective mean-sharing, particularly gender differences and emotional disconnect Women often prioritize verbal communication and intuition, while men typically emphasize actions, data, and directives Without awareness of these differing communication styles, misunderstandings are likely to arise Additionally, an upset communicator may struggle to express their ideas or feelings clearly, further complicating interactions.
Meaning A communication takes place within an organisation
A communication takes place between the organisation and external party
Form Both formal and informal Mostly formal
Looking at the environmental aspect, Borkowski (2011, p.83) introduced more new concepts: managerial philosophy, power/status relationship or multilevel of hierarchy.
Cacciattolo (2015) identifies various environmental factors, including organizational structure, corporate culture, work patterns, and communication flows, that create significant challenges in effectively conveying ideas These challenges are referred to as organizational barriers.
2.1.4 Written communication in the workplace 2.1.4.1 Common forms of written communication in the workplace
Effective communication within an organization can be categorized into two primary types: internal and external communication Internal communication occurs among members of the organization, while external communication involves interactions with outside parties Each type possesses distinct characteristics, as detailed in Table 1.
Written communication serves as a vital tool for sharing information both within an organization and with external parties Internally, formats such as memos, reports, bulletins, job descriptions, employee manuals, emails, and instant messages are commonly utilized Externally, businesses engage clients and other organizations through various written mediums, including emails, websites, blogs, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and press releases.
Table 1: Differences between internal communication and external communication
Objective To send information between units and departments to communicate policies, procedures, plans in progress or idea-sharing
To maintain relationship or exchange information with the parties outside and to improve the corporate image
Employees & Managers Customers, shareholders, investors, clients, general public, suppliers, creditors, etc.
In the vast business environment.
Means Notices, reports, memos, face-to- face, emails, team briefing, presentation
Letters, faxes, direct mails, advertisement, video, websites, pamphlets, brochures
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2017 Copyright 2017 by Key Differences https://keydifferences.com/difference-between-internal- and-external-communication.html
2.1.4.2 Characteristics of effective written communication the workplace
Writing, much like art, presents inherent challenges, particularly as many forms of written communication lack the richness found in face-to-face interactions, often characterized by routine tasks devoid of immediate feedback and non-verbal cues To enhance effective communication in the workplace, writers must be mindful of general communication barriers and specifically focus on the common 5Cs.
• Clear This should be put as the top priority simply because as mentioned in
Theoretical framework
English is increasingly recognized as the primary language of communication in the banking and financial sector, making proficiency in written English essential for effective banking services Consequently, the ability to communicate clearly and accurately in English is highly valued in this industry.
Previous empirical studies have focused on various objectives and frameworks, including needs analysis for developing suitable English communication courses in tertiary education and training centers While some research has concentrated on writing accuracy and linguistic elements, others have explored the relationship between text types and the challenges of English writing in professional settings However, there is a lack of studies examining written communication challenges specifically within the banking and financial sector through the lens of communicative competences Additionally, few papers have investigated this issue in Vietnam, leaving local graduates in English for banking and finance struggling to understand the practical application of English writing in their future workplaces As a result, these job seekers may be uncertain about the real challenges they will face and how to effectively overcome them.
Models of communicative competence clarify the use of language and define the necessary skills for effective communication This theory, pioneered by Chomsky in 1965, outlines the various abilities required to achieve successful interactions.
In 2012, the concept of "Communicative Competence" was initially defined as being strictly related to linguistic knowledge, encompassing various rules such as lexical, morphological, syntactic, semantic, phonological, and phonetic aspects Hymes (1972, as cited in Piggin, 2012) expanded this model by incorporating the practical use of language Building on this foundation, Canale and Swain (1980, as cited in Piggin, 2012) introduced a comprehensive framework that includes three key components: grammatical competence, sociolinguistic competence—which emphasizes the appropriate use of language in social contexts—and strategic competence, which focuses on the strategies employed to navigate communication challenges.
(2010, as cited in Cheng et al., 2020) provided a comprehensive model of communicative competence in which various language abilities are explored.
This communicative competence model is comprehensive in the way that it addressed not only four factors influencing the decoding-encoding process (see
2.1.1) but also many communication barriers mentioned in 2.1.3.
Figure 3: Detail components of communicative competences
Thus, considering the research gap, the study aims at discovering challenges to
Nguyen Le Thao Ngan - K20ATCB — 20A7510125 the research topic can be created Three research questions in the study are attempted to answer:
1 How do Vietnamese banking and financial professionals use English for written communication at work?
2 What communication challenges have they faced?
3 How have they dealt with them?
Question 1 helps identify types of written communication in English, frequency and audience The factual information gathered will set a specific context for understanding challenges the subjects have.
Question 2 will seek answers for an insight into the difficulties they experience. Question 3 is intended to understand strategies or measures the banking and financial professionals adopted to overcome challenges.
RESEARCH METHODOLOGY
Population and Sampledescription
Human resources 3 years Foreign Trade
A total of 10 participants were chosen from different working positions in the financial and banking institutions.
The participants in the study had work experience ranging from 2 months to 3 years, and the researcher utilized familiar networks for convenience in accessing them While Miles & Huberman (1994, as cited in Creswell, 2013) suggest that this sampling method may lack credibility, it facilitated the collection of diverse data Consequently, the sample size and sampling strategies were not critical factors in the selection process Table 2 provides a detailed profile of all participants, emphasizing that the primary aim of the qualitative research was to explore diversity rather than focus on sample size.
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Research instrument
The study utilized in-depth interviews to explore the perspectives of financial and banking employees on their English writing tasks, identifying the challenges they encounter and the strategies they employ to overcome them This method allows for a deeper understanding of participants' thoughts and insights on the issues at hand, as highlighted by Tuckman (1972, as cited in Cohen et al.).
In 2007, it was noted that using a questionnaire survey often results in participants merely selecting options without providing detailed insights into their issues or potential solutions In contrast, conducting interviews fosters a more conversational atmosphere, encouraging participants to share their experiences and thoughts more openly, thus enhancing the richness of the data collected.
The semi-structured interviews employed a set of specific questions while allowing for deeper exploration of vague responses, emerging concepts, and unexpected topics This interview format enhances the ability to compare participants' answers and makes the questioning process more dynamic and engaging (Burns, 2010, p.75).
The interview comprised four demographic questions, including one to two dichotomous questions based on the interviewees' responses, and featured eight to nine open-ended questions targeting three key areas related to the research objectives These areas included: (1) the current state of English written communication in Vietnam's financial and banking sector (questions 1 to 3); (2) the challenges faced in English written communication within this industry (questions 4, 5, 6, 8, and 10); and (3) the strategies implemented to address these challenges (questions 7 and 9) The open-ended format of the questions aimed to elicit comprehensive insights into the topics under investigation, as detailed in Table 3, which outlines the main questions proposed for the semi-structured interview.
Discover the current situation of
English written communication in the banking and financial sector
Degree • How much on average is your work time spent on English writing activities every day?
• What English writing tasks do you perform?
• Who does your English written communication get involved with? (co- workers? customers?)
Understand the challenges to written communication in
English in the banking and financial sector
• Tell me about your current challenging experience in performing English written communication in your workplace.
• How did you feel when you first performed written communication in English?
• Can you describe your most surprising experience when you wrote a message or a paper in English in your workplace?
• Tell me about your initial difficulties you encountered in English written communication.
Identify measures taken to overcome the challenges
Current measures • What are you doing now to fix the current problem with your English writing tasks?
Past measures • How did you overcome the previous obstacles?
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Conducting interviews is a widely used method in qualitative research to explore specific topics However, closed-ended questions can be particularly challenging for participants, as they require individuals to formulate their own responses without predefined options Therefore, it is essential for researchers to approach questioning with tact and consideration to help participants feel comfortable As noted by Decarlo (2018, p.369), conducting interviews demands careful thought and sensitivity from the researcher.
The interview guide for this research was designed following Valenzuela and Shrivastava's guidelines on question types, which include behaviors, opinions, feelings, knowledge, sensory experiences, and demographics This approach promotes diverse responses and provides valuable insights into respondents' perspectives, fostering emotional sharing between the researcher and interviewees while avoiding excessive probing The use of "why" questions was limited, and when deeper exploration of issues was necessary, Decarlo (2018) recommended alternative strategies to address underlying reasons.
“Could you tell me more about that?” to avoid hostility.
The interview process began with participants responding to factual questions about their background, including their workplace, job position, years of experience, and the university they attended.
According to Decarlo (2018), starting an interview with a warm-up allows participants to engage comfortably and share their thoughts without the pressure of right or wrong answers To facilitate a more dynamic conversation, interviewers should blend factual questions with sensory, behavioral, and attitudinal inquiries Additionally, concluding the interview with an open-ended question for any extra information helps prevent an abrupt ending and encourages participants to share final thoughts or unexpected insights, as noted by Burns (2010) It is essential for interviewers to actively listen to all responses, rather than solely focusing on their predetermined questions, to capture valuable information that respondents may wish to convey.
Data collection procedure
On April 26, 2021, a consent form was distributed via message to each chosen participant, seeking their approval for both participation and audio recording during the interview This form outlined the study's primary purpose and objectives, providing participants with a clear briefing to help them understand the context of the upcoming official interview.
From April 28 to May 5, 2021, online one-on-one interviews were conducted with 10 participants using Facebook Messenger to prioritize safety and adhere to Covid-19 regulations While face-to-face interviews might yield richer insights, the online format allowed participants to feel more comfortable by engaging in discussions from their preferred locations.
Each interview lasted between 6 to 15 minutes and was audio-recorded to capture open-ended responses effectively Decarlo (2018) emphasized the importance of non-verbal communication in understanding participants' feelings, suggesting the use of "field notes" to document unexpected ideas and body language However, balancing the tasks of asking questions, listening attentively, and taking detailed notes proved challenging Consequently, audio recordings were preferred for accurately capturing the nuances of the participants' comments.
The transcription was done right after each interview to ensure no missing idea and to save time.
Data analysis
Data analysis is a process moving from the data that have been collected to the interpretation and inference of the facts gathered While the statistical treatment in
Nguyen Le Thao Ngan from K20ATCB, with the ID 20A7510125, possesses a strong foundation in professional knowledge The interviews conducted yield a wealth of diverse data, making it challenging to draw conclusions or make inferences To effectively condense this extensive information into manageable categories, a scientific data analysis method is essential.
Qualitative data analysis encompasses various methods, including thematic analysis, content analysis, narrative analysis, discourse analysis, and grounded theory The interview guide aligns with the study's primary objectives, focusing on themes such as language use in written communication, challenges, and measures This alignment makes thematic analysis a suitable choice for presenting findings Kapoor and Gardner-McCune (2019) outline a straightforward approach to thematic analysis, which involves exploring raw data for meaning, creating primary codes from participants’ responses, forming categories, and combining these into themes Similarly, Braun and Clarke (2006, p.39, as cited in Cheng et al., 2020) provide a framework of six sequential steps for conducting qualitative data analysis.
1.Familiarizing with the data 2.Generating initial codes 3.Searching for themes
Figure 4: Steps for the thematic analysis
The initial stage involved a verbatim transcription of the interview, followed by thorough readings of the transcribed data to identify patterns in participants' responses and develop primary codes Subsequently, themes were recognized, examined, and labeled Before final reporting, the coding and thematic analysis underwent a peer review to ensure consistency.
Reliability and validity
To enhance the reliability and validity of the research instrument, several strategies were implemented First, the interview questions were meticulously designed to align with the research objectives, utilizing appropriate question types and a logical sequence, as outlined in section 3.4 Second, a pilot test of the interview protocol was conducted with a participant from a Vietnamese bank in Hanoi to ensure the collection of essential information and to identify any ambiguous questions Finally, all interviews were carried out in Vietnamese, the participants' first language, to eliminate misunderstandings and encourage comprehensive responses.
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FINDINGS AND DISCUSSION
Use of English for written communication in the workplace
This section examines the utilization of English in written communication within the professional domains of the interviewees The analysis focuses on three key aspects: prevalent types of written documents in English, the frequency of their usage, and the target audiences for this communication.
4.1.1 Common forms of written communication in English
Toppr.com identifies two primary categories of written communication in the workplace: internal communication, which occurs within the organization, and external communication, which involves interactions with outside parties.
Internal written communication refers to the exchange of information within an organization, utilizing formats such as memos, reports, bulletins, job descriptions, employee manuals, internal emails, and instant messages This encompasses both formal and informal communication methods In contrast, external written communication involves the sharing of information between different organizations, primarily through formal channels like emails, websites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases.
According to the data collected, written communication media differ, depending on users’ background Table 4 shows the details of written forms each user used for communication in English.
As can be seen, reports, email, and instant messages/chats are commonly used among respondents.
Participants (A), (B) and (C) who work in Data analytics departments mainly deal with email, instant messages and reports in their daily work.
In my fast-paced work environment, I frequently utilize various forms of English written communication, including emails and chats While I may not always focus intently on my emails, they remain an essential tool alongside official documents, draft materials, and reports.
Participant (C) utilizes email, chats, and reports in his job, similar to participant (A), while participant (B) relies solely on instant messaging for communication in English with his co-worker.
“I communicate in written English with my Indian colleague” - Participant (B)
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Table 4: Forms of written communication in English used by participants
According to the media richness model by McShane and Von Glinow (2010), instant messaging offers greater media richness than email, making it a more effective tool for addressing urgent issues in fast-paced work environments This illustrates the practical advantages of using instant messaging for written communication in such sectors.
Participants (D) and (E) who work in the Marketing department are commonly involved with proposals, social media posts and other forms of communication in their work.
Participant (D) utilizes internal email for communication and engages with foreign partners through email, group chats, and contracts They frequently work with documents in Word, PowerPoint, and Excel, focusing on liquidation and acceptance agreements Additionally, they are involved in digital marketing, where they create and manage fan pages and groups on Facebook, using posts to enhance customer interaction.
Participant E focuses exclusively on contract-related proposals and utilizes Facebook for posting Despite being in the same department, employees exhibit differing levels of responsibility and tasks when it comes to written communication in English.
With (G), (H) who are audit interns mainly write reports while working.
Participants in the study highlighted various forms of written communication in their jobs, with (G) stating that they primarily use documents for report writing Similarly, (H) noted that documents are common in their written communication Participant (F) emphasized the importance of email, mentioning that it is essential for writing and communicating with managers Additionally, participants (I) and (K), who work in the HR department, identified email, instant messages, and reports as the prevalent forms of English written communication in their roles.
The primary purpose of utilizing English documents is to facilitate communication with individuals both within and outside organizations While the methods of communication differ based on specific needs—such as using emails for project updates or instant messaging for urgent tasks—the overarching goal remains consistent among all users.
Reports are the most popular form used by participants of the study (7 out of 10) Of
Nguyen Le Thao Ngan - K20ATCB — 20A7510125 exemplifies the importance of formal communication in the workplace, particularly in reporting Various types of reports, such as progress, result, error, and planning reports, are essential tasks in an office environment This necessity for effective report writing has been highlighted in studies by Keane & Gibson (1999), Wu & Chin (2010), Chan (2014), and Takino (2020).
Variations in written communication styles among English speakers are influenced by both departmental affiliation and individual experience levels, as well as the urgency of the situation In the Data Analytics department, participants (A) and (C), with greater work experience than participant (B), demonstrate a broader range of written communication methods Similarly, in the Marketing department, participants (E) and (D) face comparable circumstances Additionally, due to high information workload and time constraints, participant (A) opted for instant messaging over email to enhance communication efficiency.
Recent interviews with Marketing professionals reveal that social media platforms like Facebook, LinkedIn, Twitter, and Zalo have gained significant traction for both internal and external communications Utilizing private groups for internal dialogue and public pages for external outreach, social media fosters loyalty among organizational members and external partners, particularly customers This interactive environment allows individuals to share their opinions and receive immediate feedback, enhancing engagement and connection.
The interviewees (D) and (E) highlight a significant shift in workplace communication methods driven by the Industry 4.0 revolution, particularly within the banking and finance sector The integration of IT culture and the demand for rapid deployment of new digital banking products have led to the consolidation of internal and external communication into a single unified channel Traditional email usage is being supplanted by instant messaging on collaborative platforms like Slack, Skype, and Jira, which helps teams meet project deadlines more efficiently This trend effectively blurs the lines between internal and external communication methods.
The usage of English in written communication is categorized into three distinct levels: high usage, which occurs more than three days a week; medium usage, defined as one to three days a week; and low usage, which is less than one day a week.
Challenges
This section examines past and present challenges, categorizing data from interviews based on four key criteria: topical knowledge and language proficiency.
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Many participants struggle with English written communication due to a lack of background knowledge For instance, one participant (I) expressed her initial shock when starting her job, as she faced numerous complex banking terms that were unfamiliar to her, having studied human resources in university This experience mirrors that of another participant (K), highlighting a common challenge in adapting to specialized vocabulary in the workplace.
When I began my career in the HR department at MSB Bank, I encountered numerous unfamiliar terms related to the banking industry, as I had no prior knowledge or education in this field To navigate these challenges, I sought guidance from my mentors.
Participants (I) and (K) found that it is difficult to complete a long document without seeking help from senior team members.
Initially, I faced challenges in writing job descriptions in English due to a lack of knowledge To overcome this, I sought guidance from my mentors for available templates and utilized Google Translate to understand unfamiliar terms.
Writing an email to notify staff about timekeeping was challenging for me when I first started my job, despite having a template I still needed to summarize the data effectively to communicate it to the team.
Real-world diversity of email
Upon starting my job, I faced two significant challenges in using English effectively The first challenge was understanding the varied standards of English in a professional setting While school provided a foundation in basic email structure, the workplace demanded a more diverse and adaptable approach, requiring me to invest time in learning and adjusting to these new expectations.
Hu & Gonzales (2020) highlighted that workplace emails significantly differ from what participants were taught in school, often lacking clarity and sufficient detail This can leave new employees feeling unprepared, particularly when they lack background knowledge related to the specific industry and company.
Adapting to a company's communication standards poses a significant challenge for new hires, particularly recent graduates with limited work experience As participant (A) noted, the transition from academic learning to real-world application is often hindered by two key factors: the disparity between classroom simulations and actual workplace dynamics, and the unique communication style of each organization Despite acquiring skills in email and document writing during their studies, graduates frequently encounter a gap between theoretical knowledge and practical demands, as companies prioritize not only market norms but also the optimization of their processes to reduce delays According to McShane and Glinow (2010), effective communication hinges on social acceptance, necessitating that employees adhere to established company protocols to ensure accuracy, aligning with the 5Cs of effective communication discussed in chapter 2.
Transforming from a student to an office employee is rather similar to the adaptation of foreign immigrants with a new living environment as Cheng et al.
A study conducted in 2020 on Canadian immigrants highlights the necessity for individuals to adjust their habits from their previous environments and acquire adequate professional knowledge to successfully adapt to new conditions.
The language barrier is a significant challenge faced by participants in their work experiences, impacting various aspects such as vocabulary, grammar, professional writing style, and translation.
All experienced participants (having more than 1 year of working experience from
Nguyen Le Thao Ngan - K20ATCB — 20A7510125 career with vocabulary, especially banking and finance specialized words For example, participant (E) spent hours just searching for the word “advance” for a budget proposal.
“Specialized words, such as “tạm ứng”, I do not know what it means in English and it wastes my time searching for this specialized word’s meaning in English” -
On the other hand, participants who use social media posts (Marketing department) struggled with balancing between funny and clear information transmission for viral posts.
Creating engaging content for social media can be challenging, especially when aiming to attract viewers through interactive posts It's essential to incorporate humor while ensuring that the messaging remains relevant and accurate within the banking industry context.
Social media posts have emerged as a popular form of written communication in recent years, particularly within the marketing industry However, there is a notable lack of standardized guidelines for the financial and banking sectors regarding this medium While various documents exist to instruct on formal communications, informal interactions, and the completion of banking forms, there is a significant gap in resources addressing the balance between the highly formal writing typical of finance and the creative, free-style writing prevalent in marketing This discrepancy presents a challenge for professionals in the industry.
Struggling in expressing the right ideas, grammar are the problems that participants(C), (F) and (H) face.
“At first, I had difficulty in expressing ideas, the sentences I wrote was so awkward, because of the way I used to in Vietnamese expressions” - Participant
“I have difficulties in expressing ideas from Vietnamese to English New words are not the problem but sometimes the way I express and translate sentences is confusing for the audiences” - Participant (H).
(H) encountered a problem that a major part of non-native English speakers has. They usually thought in their mother tongue language flow then translated the sentences to English.
As I embarked on my first job, I realized that my English skills were lacking, which made it challenging to express my ideas clearly This language barrier posed a disadvantage in my work, but the experience also provided me with valuable lessons for improvement.
The self-translation process can hinder effective communication by diminishing message clarity and slowing down writing speed This inefficiency may lead to increased anxiety and a lack of confidence among users.
The language barrier becomes more tangible when it comes to translation tasks which are also a popular workload of participants.
Initially, I was tasked with translating documents from English to Vietnamese for my manager, often with tight deadlines that required completion by the end of the day This pressure, combined with my limited translation skills, made it challenging to meet these demands.
Solutions for the challenges
The data in this part was conducted and analyzed based on the fifth factor that affects communication competence: cognitive strategies.
Many participants opt for dictionary and translation tools to address their challenges in language use and emotional understanding These tools serve as virtual assistants, enabling users to navigate language barriers more effectively Additionally, they facilitate quicker task completion and alleviate anxieties about writing in English, ensuring that their messages are clear and comprehensible to managers and colleagues.
“I use professional translation software As you know, in the 4.0 era, online translation platforms were quite developed, of course, you must pay a little fee ” -
Participants B, G, H, F, I, and K utilize Google Translate for various purposes, including searching for the meanings of unfamiliar words and verifying reports This tool serves as a valuable resource for them in overcoming language barriers and enhancing their understanding of complex terms.
Google Translate is a popular choice due to its free access and strong translation capabilities, but it is best suited for short sentences and simple content As the complexity of the text increases, the accuracy of translations diminishes significantly Additionally, Google Translate is constantly evolving, which can lead to inconsistent results over time Relying heavily on this tool can hinder users' English language development, as they miss opportunities to learn from their mistakes and practice independently While translation tools can help with immediate tasks, they are not a sustainable solution for overcoming language challenges in the long run.
In 2011, Said recommended professional writing software applications like WhiteSmoke, Writer’s Workbench, and Grammar Expert Plus, all created by native English speakers These tools serve as valuable resources for individuals facing challenges with vocabulary and grammar in their written English communication, complementing the use of Google Translate.
A number of participants ask their colleagues who have more experience in the banking and finance sector to help them overcome their challenges.
To enhance my understanding of the banking industry, I seek insights from seasoned professionals who have extensive experience and knowledge of specialized terminology Through this engagement, I am able to write more effectively and become accustomed to the industry's language.
Participants (F), (I) and (K) also express the same experiences.
Seeking assistance from my mentor accelerates problem-solving, even for issues I could tackle independently A mentor not only provides guidance but also teaches me a systematic approach to overcoming challenges, enabling me to apply the same process in future situations.
Seeking assistance from colleagues is an effective way to overcome challenges related to topical and language knowledge Experienced mentors provide valuable industry insights and practical experience, bridging global standards with local company practices Engaging with coworkers fosters a deeper understanding of the company's current landscape, as senior colleagues have navigated similar challenges as newcomers, making their insights more beneficial than online research Additionally, these conversations enhance interpersonal relationships and boost team spirit, ultimately contributing to increased productivity within the organization.
Nguyen Le Thao Ngan from K20ATCB (20A7510125) highlights that the availability and seniority of mentors can impact the effectiveness of seeking assistance According to Said (2011), relying on mentors or supervisors for help may not always be appropriate, as it could disrupt their focus on pressing tasks Consequently, users should exercise caution when considering this approach.
The study reveals that participants employ similar problem-solving strategies as identified in previous research, including seeking assistance from colleagues, utilizing online resources, conducting Google searches, and proofreading extensively Notably, Hu & Gonzales (2020) emphasize these methods as effective solutions for overcoming challenges in English writing.