OVERVIEW OF THE STUDY
Rationale
In today's rapidly evolving commercial landscape, the significance of business letters is on the rise These formal communications play a crucial role in conveying important information related to business matters and also serve legal purposes, making them essential for effective professional interaction.
A business letter is essential for securing and promoting business while fostering smooth cooperation It enables entrepreneurs to efficiently exchange information with employees, partners, and clients By establishing and maintaining relationships, business letters help expand the reach and impact of an organization Additionally, they promote goodwill and enhance the organization's prestige and image.
Recognizing the significance of business letters, Vietnamese students, especially those at Thuongmai University, are diligently enhancing their English writing skills to excel in this area, particularly in the context of today's global economic integration.
Business letters serve various purposes and are categorized into types such as enquiry letters, order letters, complaint letters, refusal letters, and quotation letters Each type maintains the general characteristics of a business letter while also possessing unique features specific to its purpose.
A refusal letter serves to inform the recipient of the writer's decision to decline an invitation, offer, claim, or request Due to the negative nature of this communication, many writers struggle to convey their message sensitively without offending the recipient Additionally, they often face common challenges associated with writing formal English business letters.
Cultural differences, individual knowledge, and writing skills contribute to the challenges students face in crafting effective business letters, especially business refusal letters Without opportunities to engage in a real office environment, students find it particularly difficult to master the nuances of professional communication.
The researcher selected the topic "Difficulties in Writing Business Refusal Letters for Fourth-Year English Majors at Thuongmai University and Suggested Solutions" to enhance students' ability to write business refusal letters more professionally and effectively.
Previous studies
The author has identified numerous significant works addressing the challenges of writing business letters and proposed solutions; however, there is a lack of research specifically focused on business refusal letters As a subtype of business correspondence, refusal letters present similar writing difficulties, highlighting the need for further exploration in this area.
Research has identified common challenges faced by writers of business letters, revealing significant similarities across various studies These challenges can be categorized into three primary areas: language usage, formatting, and the writing process The findings highlight the frequent mistakes and difficulties encountered in these aspects of business letter writing.
The article "Business Letters Writing in Business Communication: A Case Study of Intermat Company" by Aggoune Amina explores the impact of business letters on contemporary written communication practices It highlights key characteristics that contribute to the effectiveness of business letters today The study reveals that employees often encounter challenges and make common mistakes when communicating with non-English speaking colleagues globally, particularly in areas such as spelling, abbreviations, acronyms, punctuation, and letter formatting.
Shafa Firda Nila conducted a study on the errors made by third-semester Bina Bangsa Economics students majoring in Management when writing English business letters The research identified eight types of errors, with word choice errors being the most frequent at 20.3%, along with issues in spelling, punctuation, and capitalization Additionally, the study highlighted three primary factors contributing to these errors: language transfer, language style, and the context of learning.
In her article, "An Analysis of Some Techniques to Improve Writing English Business Letters," Vu Thi Huong Giang from Haiphong Private University highlights key strategies for effective business communication She categorizes essential techniques into four main areas: you-attitude, which focuses on the reader's perspective; positive emphasis, which encourages a constructive approach; tone, which ensures the message is conveyed appropriately; and language, which emphasizes clarity and professionalism.
The study "Writing Business Letters" by Nguyen Linh Chi from Hanoi University provides valuable tips for crafting effective formal business letters It identifies three primary categories of common mistakes made by students: formatting errors, planning issues, and language usage problems The study also offers practical solutions to help students overcome these challenges and enhance their letter-writing skills.
The thesis titled "Suggested Solutions to Improve Business Letter Writing Skills for Fourth-Year English Major Students at Thuongmai University" by Nguyen Minh Thuy (K50) closely aligns with my research focus It identifies the challenges and common errors faced by fourth-year English majors in crafting English business letters The study analyzes issues related to letter formatting, the appropriate use of vocabulary, technical terms, abbreviations, tenses, and personal pronouns, as well as the clarity of the letter's purpose The proposed solutions for these problems are practical and highly feasible, aiming to enhance the students' business letter writing skills effectively.
Students face distinct challenges in writing refusal letters, in addition to the common difficulties associated with general business letter writing This study aims to identify these specific challenges and propose effective solutions to enhance the skill of writing business refusal letters.
Aims of the study
The aims of this study are:
- Giving theoretical background of definition, importance, purpose, format and some types of business letter as well as business refusal letter.
- Finding out difficulties and some common mistakes in writing English business refusal letters of the fourth year English-majored students at Thuongmai University.
- Analyzing the problems in writing business refusal letters and suggesting solutions to improve English business refusal letter writing skill.
The research Subjects
The subjects of this study were students at Thuongmai University They were
A study involving 50 fourth-year English major students at Thuongmai University revealed that the participants, primarily around 22 years old, comprised 14% male and 65% female students All students demonstrated proficiency in the four key English language skills: listening, speaking, reading, and writing, having previously completed a course in Business Correspondence.
Scope of the study
This study aims to address the challenges faced by fourth-year English majors at Thuongmai University in writing English business refusal letters Given the limited personal experience of researchers and the extensive resources required, the focus is narrowed to understanding these specific difficulties.
Research methodology
The "Mixed methods" research approach is increasingly popular in social science studies, as it integrates both qualitative and quantitative research elements within a single investigation This study employed a combination of these methods to effectively collect and analyze data, aligning with the research objectives.
The main method of the study was quantitative method – questionnaire which was set up to collect viewpoints of students about business refusal letters.
A questionnaire was administered to 50 fourth-year English students to collect general personal information, including name, age, and gender The second part of the questionnaire comprised five targeted questions designed to identify common mistakes and challenges encountered in writing business refusal letters, along with suggestions for enhancing refusal letter writing skills.
To identify common errors in business refusal letters, a qualitative method was employed to analyze 40 letters written by fourth-year English major students A thorough examination of these letters revealed the typical mistakes made by the students.
A combination of the two methods above provided reliable data, based on which the conclusions and suggestions were made in the latter parts.
Organization of the study
The study consists of four main chapters:
Chapter One offers a comprehensive overview of the study, highlighting the rationale behind selecting the research topic It encompasses a review of previous studies, outlines the research subjects, details the methodology employed, and clarifies the aims, scope, and organization of the research.
Chapter two of the literature review offers a comprehensive theoretical framework for the study, focusing on the definition, significance, purpose, format, and various types of business letters, including business refusal letters.
Chapter three presents the research findings, focusing on the current challenges faced by fourth-year English majors at Thuongmai University in writing English refusal letters This section includes a comprehensive analysis of the data collected, along with in-depth discussions of the results.
Chapter four, Suggestions, gives solutions to each problem as well as recommendations for further studies.
LITERATURE REVIEW
Business letter
Effective communication is crucial for every business organization, necessitating contact with suppliers, customers, and government agencies A business letter serves as an essential communication tool, allowing organizations to convey formal information, create lasting records, and share important or confidential messages efficiently.
Although email has taken over as the most popular way to exchange written messages, business letter is still a necessary business communication tool.
Discussing the definition of business letter, many prestige economic websites have given different definitions basing on particular viewpoints.
The article “What is Business Letter or Commercial Letter?” on website https://thebusinesscommunication.com give some important definitions of business letter below:
According to J H Hanson, “The letters which are exchanged among businessmen connected with business affairs are called business or commercial letters.”
According to M Omar Ali, “Any letter designed and directed to the exchange of information connected with trade and trade related activities is known as a business letter.”
According to W J Weston, “Business letter is the process of accomplishing a business transaction in written form.”
A business letter is a formal written communication used to exchange information and address issues related to business with various external parties, including suppliers, customers, clients, banks, insurance companies, and government agencies.
Another article “The Best Formatting for a Business Letter” by the authorAlison Doyle was published on www.thebalancecareers.com (2/2019) that stated
“A business letter is a formal document often sent from one company to another or from a company to its clients, employees, and stakeholders, for example.”
Among many definitions, according to https://en.oxforddictionaries.com , a “business letter” is “A (usually formal) letter in which business is reported or transacted”.
Definition of business letter was posted on https://en.wikipedia.org that
A business letter is a formal communication typically used for correspondence between organizations or with clients and external parties.
Despite varying definitions of business letters, it is essential to remember that all letters intended for business purposes qualify as business letters For this study, a business letter is defined as a formal communication typically exchanged between organizations or directed towards customers, clients, and other external parties.
In today's global marketplace, business operations transcend local, state, and national boundaries, with production occurring in one area while consumption happens worldwide As both business owners and consumers often reside far apart, personal communication is limited, highlighting the necessity for written correspondence Consequently, the significance and utility of business letters continue to grow alongside the ongoing expansion of commerce and industry.
Business letters are essential for fostering and sustaining relationships with diverse stakeholders in today's interconnected marketplace As business operations extend beyond local boundaries, these letters bridge the gap between companies and their customers, suppliers, and other public entities Customers can inquire about products through written correspondence, while businesses provide crucial information in return This exchange facilitates effective communication and supports operations on both national and international levels.
Business letters serve as a cost-effective and efficient means of communication While alternatives such as telephone, telex, and fax exist, utilizing letters allows for the economical and convenient exchange of business information.
Business letters promote and sustain good will Good business relationships are formed and maintained through effective communication.
Well-crafted letters create a favorable impression of an organization or individual Business professionals often send letters to gather feedback on customer complaints and suggestions Additionally, these letters can act as a targeted form of advertising to clients and customers Ultimately, this practice fosters positive relationships with customers, thereby boosting the business's goodwill.
Business letters play a crucial role in documenting transactions and resolving disputes, serving as reliable references for future actions They allow for the permanent preservation of information exchanged, ensuring that important details are readily accessible when needed Unlike verbal conversations, which can lead to forgotten facts and figures, written correspondence provides a comprehensive record that traders can refer back to, enhancing clarity and accountability in business dealings.
Business letters play a crucial role in the expansion of a company by facilitating the exchange of vital information about competing products, current prices, promotions, and market activities Instead of traveling extensively to gather this information, business professionals can efficiently connect with global markets from their desks Through business correspondence, they can inquire about products and receive orders from various countries, streamlining their operations and enhancing their reach.
In conclusion, the effective operation of business activities, including the establishment, maintenance, and development of business relationships, is heavily reliant on the use of business letters These letters serve as an essential communication tool in achieving business goals.
2.1.3 Qualities of a good business letter
Writing for a business audience differs significantly from academic writing in fields like the humanities or social sciences Business writing prioritizes clarity and conciseness, focusing on specificity and accuracy over creativity or emotional appeal This approach highlights the unique objectives and considerations inherent in a business context.
Business letters serve as the initial impression a businessman makes on potential clients or partners, acting as a representative of the sender Any flaws in the letter can jeopardize the opportunity to capture the recipient's attention Consequently, it is essential to meticulously draft business letters before sending them Elements such as the letterhead design, the quality of the paper, and the overall neatness of the writing contribute significantly to forming a positive impression on the recipient.
Effective communication hinges on clarity, making it essential to clearly define the purpose of your letter Whether you aim to inform, invite, emphasize, remind, announce, or correct a previous message, the intent should be unmistakable Readers should grasp the writer's message without needing to re-read or search for unfamiliar terms A successful letter ensures that the recipient interprets the message as intended by the sender.
A business letter should prioritize simplicity and conciseness, aiming to convey maximum information with minimal words It's essential to avoid complex vocabulary and excessive technical jargon, as readers are often busy and receive numerous letters daily To capture the reader's attention and ensure the message is understood, the writer must communicate their intentions clearly and directly.
Therefore, a letter should be simple and concise
Refusal letter
A refusal letter serves as a formal communication to inform the recipient of the writer's decision to decline an invitation, offer, claim, request, or other matters This negative response clearly conveys the writer's position while maintaining professionalism and respect.
In various business scenarios, writing a letter of refusal is essential For instance, when a candidate receives a job offer from a company but has already accepted another position, they must formally decline the offer by sending a refusal letter.
A businessman can write a refusal letter to deny a request made by his employees.
A claims officer is not satisfied with the demand of the client, he can write a claim refusal letter.
Refusal letters have all the ingredients of negative and pessimist sentiments and yet they have to be written and sent to the recipient Although, they seem to be
“bad news letters”, refusal letters need to be sent to someone who is expecting a reply Not replying can cause unnecessary concern to the anticipating recipient.
Therefore, it is a liability to inform so that things are clear and everyone can move on with their objectives.
2.2.2 Difficulties in writing refusal letters
Writing refusal letters can cope with the similar difficulties that writers usually encounter while writing business letters in general
Writers often face challenges with grammar, including spelling errors, incorrect verb forms, punctuation mistakes, and incomplete sentences These issues typically arise from a lack of attention to detail However, by being more mindful and attentive, writers can effectively identify and correct these errors, ultimately improving their writing skills.
Effective language usage is a significant challenge for writers when composing business letters, particularly in selecting the right words to clearly convey their message and attitude This challenge encompasses the appropriate use of technical terms and abbreviations When drafting a refusal letter, writers often struggle to choose words that express their message courteously and tactfully, ensuring they do not offend the recipient Each refusal scenario necessitates specific expressions, and those who are familiar with these phrases are more likely to write successful refusal letters.
Writing business letters, especially refusal letters, often presents challenges related to formatting Many writers struggle to include all the necessary components, which can lead to ineffective communication.
Improper formatting can make a letter appear unprofessional and informal Additionally, a lack of understanding of the correct format can result in a disorganized presentation of information.
RESEARCH FINDINGS
The research context
The research focused on fourth-year students in the English department at Thuongmai University, specifically during the second semester This study evaluated the students who had completed the Business Correspondence course as part of their English major curriculum.
Before enrolling in the Business Correspondence module, students gained valuable experience in business-related writing, particularly through Basic English and Business English courses They became acquainted with the context of business letters while studying subjects like international economics, foreign trade, logistics, and banking This exposure helped students grasp the fields, scope, and objectives of writing business letters, with a specific focus on crafting business refusal letters.
Procedure of data collection
In the initial phase of the study, a collection of 40 business refusal letters authored by fourth-year English major students was gathered Each letter underwent a thorough analysis to identify common errors frequently made by the students.
The information from the documents was an important basis for building the questionnaire.
In the second phase of the study, questionnaires were distributed to 50 fourth-year English majors during the middle of the second semester of the 2018-2019 academic year, with participants encouraged to provide honest responses.
The analysis of data gathered from 40 specific letters and survey questionnaires aims to identify the challenges faced by English students in writing business refusal letters Quantitative data will be organized into tables, while qualitative responses will be highlighted through relevant quotes from participants The findings will be examined using both descriptive and interpretive methods.
Results and discussions
The data about the frequency of writing business letters of the fourth year English-majored students is summarized in the table below:
How often do you write business letters? Percentage (%)
Table 3.1: Frequency of writing business letters
The data reveals that while all students have experience writing English business letters, the majority do so infrequently Specifically, 86% of students reported writing business letters occasionally, averaging about 1 to 3 letters per week In contrast, only 10% of students indicated that they write business letters more frequently.
“1 – 3 letters per day” and 4% wrote quite regularly – “> 3 letters per day”.
3.3.2 The length of a business refusal letter that students usually write
What is the length of a business refusal letter that you usually write? Percentage (%)
Table 3.2: The length of a business refusal letter
The table shows that most of the participants (76%) usually wrote from
100 to 200 words for each of their letters The remaining participants (24%) showed that they usually wrote longer letters with a length of 200 to 300 words
A business refusal letter should be concise, ideally fitting within a single page and containing fewer than 300 words Evidence from fourth-year English students shows that all their refusal letters adhere to this guideline, emphasizing the importance of brevity These letters should focus solely on the relevant reasons for the refusal, ensuring clarity and directness in communication.
3.3.3 Problems in writing business refusal letters of the fourth year English-majored students at Thuongmai University
3.3.3.1 Mistakes in writing business refusal letters
The data about common mistakes in writing business refusal letters is summarized in the table below:
Using wrong grammar, spelling, and punctuation 62
Using unfamiliar abbreviations or overly technical terms 40
Using impolite expression and poor tone 40
Giving an unreasonable reason for the refusal 10 Lacking information or long and rambling content 54
Lacking essential parts of the letter 12
Table 3.3: Mistakes of writing business refusal letters
The data indicates that common errors among students include incorrect grammar, spelling, and punctuation, with 62% of students making these mistakes, while 54% struggle with providing insufficient information or producing overly lengthy and meandering content.
A significant 62% of the analyzed documents revealed that the most common mistake was "using incorrect grammar, spelling, and punctuation." For instance, one writer exemplified this issue in her order refusal letter.
“Thank you for you order, No BA 7658, which we recieved last week” The mistakes in this sentence are the words “you” and “recieved” which should be
Common grammatical errors can detract from the clarity of your writing For instance, in the sentence, “He sends you his best wishes and apologies for not being able to attend and hope that you will send another invitation at some future date,” the verb “hope” is incorrectly inflected Additionally, a comma is needed to separate the two clauses The corrected version reads: “He sends you his best wishes and apologies for not being able to attend, and hopes that you will send another invitation at some future date.” Ensuring proper verb agreement and punctuation enhances the coherence of your message.
I appreciate the invitation to speak at the inauguration ceremony on July 14th.
I appreciate the invitation to speak at your inauguration ceremony; however, I regret to inform you that I cannot attend the meeting on July 14th Unfortunately, the notice I received on July 10th does not provide me with enough time to prepare adequately for the speech.
The data presented in the table revealed that the use of abbreviations and overly technical terms was associated with impolite expressions and poor tone, each occurring with a frequency of 40%.
In a recent letter, a student highlighted that "our company places a great deal of emphasis on employee participation through our Quality Management and Just-In-Time stock order programs." This clarification ensures that readers fully understand the significance of these programs in promoting employee engagement within the organization.
Using impolite expressions and a poor tone can undermine the effectiveness of refusal letters For example, in a response to a suggestion to exclusively use Doll's products, it's important to acknowledge the proposal while clearly stating the decision A well-crafted refusal might say, "Thank you for your suggestion to use Doll's products exclusively While we recognize that having a single office supplier could simplify our invoicing process and address some financial concerns, management has decided to maintain our current practice of utilizing three suppliers to meet our diverse needs We will certainly reconsider this policy if Doll's or any of the other suppliers can provide all the items we require."
The reader may find this content negative and a bit impolite It can be edited into
We appreciate your suggestion to use Doll's products exclusively, as it would simplify our invoicing process and reduce financial complexities However, our current needs are varied, and none of our three suppliers can meet all of our requirements We will certainly consider your proposal for future implementation when our situation allows.
Less common mistakes were “lacking essential parts of the letter” and
A significant 12% of participants provided unreasonable reasons for their refusals, while 10% demonstrated similar responses These statistics indicate that the majority of participants possess a solid understanding of the structure, purpose, and significance of a refusal letter.
An analysis of forty letters revealed that six were missing crucial components: three lacked a date, two had insufficient information in the Inside Address, and one omitted a reference Additionally, some letters contained unreasonable refusals For instance, a student wrote, "Dear Mrs Smith, Thanks for your letter inviting me to join the reasons," failing to provide a clear reason for declining the invitation This wording may convey disrespect and a lack of interest in the event A more appropriate response would be, "Dear Mrs Smith, Thanks for your letter inviting me to join the committee of the Arts and Sciences for Eisenhower Although I would have liked to have attended, I have another business engagement at that time Please accept my apologies for not being able to attend I am sure it will be a great event Hope we can meet on other occasions when I do not have any commitments."
3.3.3.2 Difficulties in writing business refusal letters
Not knowing how to establish a logical order in which you present your information 50
Not knowing how to write in a courteous and tactful tone 38
Having difficulties with word choices: being confused when choosing words to express your attitude and your content
Encountering grammatical difficulties related to plural markers, articles, verbs, tenses, … 74
Not grasping the essential parts of the letter 14
Table 3.4: Difficulties in writing business refusal letters
The primary challenge students faced in writing business refusal letters was selecting the appropriate words Many students acknowledged their limited vocabulary and collocations, which hindered their ability to compose effective business letters, especially refusals This often led to confusion when trying to express their attitudes and convey their intended messages clearly.
Students often struggle with vocabulary acquisition, which can hinder their writing fluency To improve their skills, it is essential for learners to actively build their vocabulary over time This self-driven approach not only enhances their writing capabilities but also makes the process smoother and more effortless.
SUGGESTIONS
Suggested solutions to improve business refusal letter writing skill for the
4.1.1 Solution 1: Learning more about business expressions
Vocabulary is an important aspect which can influence the effect of communication in general and of business letters in particular
In the realm of international trade, it is essential to utilize a diverse array of business terminologies accurately and professionally Key terms such as "standby credit" and "free on board" exemplify the specific language required for effective communication in this field.
“partial shipment”, “blank endorsed”; in insurance, “all Risks”, “war Risk”,
Writing in business requires a distinct approach compared to other academic fields, emphasizing clarity and precision To excel in business English, it's essential to understand key concepts such as "average" and "force majeure," while avoiding the simplification of professional terminology into everyday language Gaining relevant knowledge in business communication is crucial for effective writing in this discipline.
In international business, language and cultural differences can lead to misunderstandings To effectively learn professional terminology, it's crucial to focus on accurately describing all aspects of business activities and related documents, which helps prevent ambiguity and omissions.
Polysemy is a feature of English vocabulary; especially in business letters.
In the realm of business, terminology often carries multiple meanings across various sectors For instance, the term "premium" generally refers to an additional payment beyond a basic rate; however, in the context of insurance, it signifies the amount paid for an insurance policy, while in financial futures, it denotes the difference between the long rate and the spot exchange rate Similarly, the word "confirm" is commonly utilized in business correspondence, embodying different implications depending on the context.
“making a position, an agreement, etc more definite or official”, or mean “cash guaranteed” according to different contexts
This phenomenon of polysemy appears very often in business English, so having good knowledge of this aspect will be very helpful for writing an effective business letter.
Abbreviations play a crucial role in business letters by enhancing efficiency and saving time, which is essential in international business communication Common examples include Encl (enclosures), C.C (copy circulation), P/S (postscript), L/C (letter of credit), B/L (Bill of Lading), FOB (Free on board), and CIF (Cost, insurance, and freight) However, it's important for writers to use these abbreviations correctly to maintain professionalism in their correspondence.
Writers should only use common and standard ones that the reader can understand the message intimately.
4.1.1.4 Specific expressions in writing business refusal letters
When writing a refusal letter, it's essential to strike a balance between firmness and politeness, as the message inherently conveys negative sentiments The writer must communicate the news clearly while ensuring that the recipient does not feel offended, especially when emotions run high due to a frustrating situation Adopting a diplomatic tone is crucial in these circumstances to maintain professionalism and respect.
To effectively craft a negative message, a refusal letter should be concise, friendly, and direct while ensuring all essential details are included It's important for the writer to provide a clear and specific reason for the refusal, making the message both understandable and respectful.
Using courteous language is essential for maintaining professionalism in any letter The writer should focus on the objective while adhering to the established guidelines, avoiding personal comments or negative language It's important to refrain from taunting, teasing, or preaching about the recipient's shortcomings to ensure a respectful and effective communication.
Positive words should be used and negative words should be avoided while writing refusal letters There is no better way to say a “No” with a “No”.
Using positive words is always the best way to achieve the letter’s goals.
Using positive language can significantly enhance the impact of a message, especially when addressing negative situations It's essential to highlight the positive aspects while minimizing the mention of refusals, as excessive negativity can offend the reader Balancing pessimistic news with optimistic thoughts not only softens the blow of a refusal letter but also helps alleviate the reader's disappointment, making the overall communication more acceptable and constructive.
A refusal letter can evoke disappointment in the recipient, but personalizing the message by addressing them by name acknowledges their individual importance and value.
A refusal letter serves to inform the recipient about the decision to decline an invitation, offer, claim, or request, while also providing a clear reason for the refusal It is essential to define the purpose of the refusal and ensure that you present a valid rationale Remember, maintaining a courteous tone is important, as it reflects your respect for the reader and enhances the overall communication.
When crafting a refusal, keep it concise and positive, clearly outlining the reasons behind your decision This approach not only emphasizes the key aspects of the situation but also ensures that your intent is clearly communicated.
Before drafting your refusal letter, it's essential to organize your thoughts to create a logical flow of information Start by clearly defining the letter's objective and determining its scope, which sets the foundation for an effective communication.
Get yourself organized with a simple outline by creating a list of relevant points and placing them in the sequential order that will best help your reader comprehend your refusal.
Refer to your outline and transform each fragment into a complete sentence that conveys a single thought or idea To ensure your ideas are communicated cohesively, write in a natural and fluid voice Additionally, ensure that your letter encompasses all the essential information outlined in your organizational list.
We regret to inform you that we will not be able to accept your offer, as we believe it would have made a significant impact Our sincere apologies for any disappointment this may cause; you truly could have been a valuable asset to our team It is indeed a loss for us to turn down such an opportunity.
You should close the letter professionally and courteously Once your last paragraph is written, sign off between a complimentary close such as
Limitations of the study
Due to time constraints, data for this study was primarily gathered using a questionnaire, supplemented by documents from 40 business refusal letters written by fourth-year English majors at Thuongmai University Consequently, the findings may only partially represent the overall situation regarding the writing of business refusal letters among these students There are numerous aspects that require further consideration and investigation, and any feedback or additional contributions to this research are greatly appreciated.
Suggestions for further studies
Business correspondence presents a significant opportunity for further exploration, particularly in areas such as officer communication To enhance the teaching of business letter writing skills, it is recommended that researchers develop a comprehensive item bank of suggestions and sample letters tailored for a specific textbook This initiative would help address the current lack of practical resources available for English majors.
This research aimed to identify the challenges faced in writing business refusal letters and to propose solutions for enhancing these writing skills Utilizing survey questionnaires and collected documents, the study's findings led to several key conclusions regarding the difficulties encountered in this area and potential improvements.
A study of fourth-year English majors at Thuongmai University revealed that while all students have experience writing business letters, including refusal letters, they encounter significant challenges in the writing process Notably, the most common errors involved incorrect grammar, spelling, and punctuation.
Moreover, the students also coped with many problems when writing refusal letters Regarding the problems, the two biggest challenges to all the students were word choice and grammatical issues
The study identified key solutions to address existing challenges, emphasizing the importance of understanding business terminology, planning prior to writing, and conducting thorough reviews and revisions of correspondence after drafting.
All things considered, every fourth year English student at Thuongmai University agreed that business letter writing skill were essential and they want to improve their skills.
It is hope that the study may be useful for fourth year English students atThuongmai Univeristy in particular and any groups of students of English in general.
1 Nguyen Linh Chi (2006), Writing business letters, Hanoi University
2 English Faculty, Thuongmai University, Business Correspondence Textbook
3 Nguyen Minh Thuy (2018), Suggested solutions to improve business letters for the fourth year English major students at Thuongmai University,
Graduation Paper, English Faculty, Thuongmai University.
4 Vu Thi Huong Giang (2010), An analysis of some techniques to improve writing English business letters, Graduation Paper, Foreign Languages
5 Andrea B Geffner (2010), Business English – The Writing Skills You Need for Today’s Workplace, Barron’s Educational Series.
6 Aggoune Amina (2015), Business Letters Writing In Business
Communication: A Case Study Of Intermat Company, Setif 2 University,
7 Alison Doyle (2019), The Best Formatting for a Business Letter, retrieved from https://www.thebalancecareers.com/how-to-format-a-business-letter- 2062540
8 Ashley, A (2003), Oxford handbook of commercial correspondence, Oxford:
9 Jeffrey Seglin (2002), the AMA Hand book of Business Letters, Amacom.
10 Lynda Lampert (2017), The Qualities of Effective Business Letters, retrieved from https://bizfluent.com/info-8370483-qualities-effective-business- letters.html
11 Shafa Firda Nila (2017), Problems In Writing English Business Letters:
Errors And Factors (Third semester of Bina Bangsa Economics students majoring in Management and Accounting), The 1st International Conference on Language, Literature and Teaching.
12 The Business Communication (2018), What is Business Letter or
Commercial Letter, retrieved from https://thebusinesscommunication.com/what-is-business-letter-or- commercial-letter/
13 https://en.wikipedia.org/wiki/Business_letter
14.https://en.oxforddictionaries.com/definition/business_letter
Dear fourth-year English majors at Thuongmai University, I invite you to participate in a questionnaire aimed at researching the challenges you face in writing business refusal letters Your insights will greatly contribute to my study on the difficulties encountered by English majors at our university and potential solutions Thank you for your valuable assistance in completing this research.
Please answer the questions below
Please circle the letter before the opinion that you agree with With questions 3, 4, 5, you are allowed to circle more than one answer
1 How often do you write business letters? a 1 – 3 letters per day b > 3 letters per day c 1 – 3 letters per week d Other
2 What is the length of a business refusal letter that you usually write? c 100 – 200 words b 200 – 300 words c > 300 words
3 During the Business Correspondence lessons, students have time to apply knowledge right in the class by practicing letter writing, and then the letters will be checked and fixed by teachers
When writing business refusal letters, common mistakes include incorrect grammar, spelling, and punctuation, as well as the use of unfamiliar abbreviations or overly technical language Additionally, employing impolite expressions and a poor tone can negatively impact the message Providing unreasonable reasons for the refusal and including either insufficient information or excessively lengthy content are also pitfalls to avoid Furthermore, omitting essential components of the letter can lead to misunderstandings.
4 What difficulties do you meet in writing business refusal letters? a Not knowing how to establish a logical order in which you present your information b Not knowing how to write in a courteous and tactful tone c Having difficulties with word choices: being confused when choosing words to express your attitude and your content d Encountering grammatical difficulties related to plural markers, articles, verbs, tenses, … e Not grasping the essential parts of the letter f Others
5 Here are some suggestions to improve English business refusal letter writing skill Which of them do you agree with? a Learning more about business expressions to reduce word choice mistakes, grammatical mistakes and improve your tone b Establishing your objective, determining your scope and making an outline before you begin to write the letter c Reviewing and revising the letter after you draft it d Others
Thanks a lot for your help!
APPENDIX 2 BUSINESS REFUSAL LETTER SAMPLES
I appreciate the invitation to speak at the inauguration ceremony on July 14th; however, I regret to inform you that I will be unable to attend Unfortunately, the short notice of the invitation leaves me with insufficient time to prepare adequately.
10 th and it is not enough time to prepare myself completely for the speech.
Consider inviting Michael Hobbs, who recently returned from an assignment in Oslo, as he has valuable insights to share Wishing you a successful afternoon, and I appreciate you thinking of me Looking forward to seeing you soon.
Dear Mr Carrington, Thank you very much for the kind invitation you sent to attend the award ceremony being held next week at Claremont College
Although I would have liked to have come, I have a business engagement in New York that week
I regret that I cannot attend the event, but I am confident it will be a success Wishing you all the best, and I look forward to future opportunities to connect.
Mr Merton Merton Enterprises Grant Road
Dear Mr Merton Thank you for your order, No HE 11567, which we received yesterday.
We regret to inform you that this item is currently out of stock, and we understand that alternative models may not meet your needs We are hopeful for a swift resolution to this issue so we can resume supply Rest assured, we will keep you updated on any developments.
Mr J Causio Causio-Mason Inc Borough Road London SE1 0AA
Dear Mr Causio, thank you for considering us as a sponsor for the Summerfield Gala While we recognize the importance of this cause, we regret to inform you that we are unable to contribute this year due to prior commitments to other charitable organizations We encourage you to reach out to us again early next year, as we may be in a position to assist at that time We wish you the best of luck with the event.