OVERVIEW OF STUDY
Rationale
After nearly 30 years of renovation, Vietnam has transformed from an outdated agricultural economy, where 90% of the population was engaged in farming, to a more industrialized economy The country has gradually built the necessary material and technical foundations, along with socio-economic infrastructure, to support industrialization and modernization This shift has facilitated Vietnam's integration into the regional and global economy, enhancing the material and spiritual well-being of its people while also contributing to national security and defense.
Vietnam's rapid development presents both opportunities and challenges, particularly in trade integration As a promising market with a plentiful labor force, it attracts foreign investors The significance of English, especially commercial English, is increasingly recognized across various sectors, including tourism and real estate.
Despite the prevalent use of English at Northern Green Land Service and Real Estate Joint Stock Company, there are notable errors in the writing of complaint and order letters by the purchasing department While most staff possess basic English skills, their proficiency in crafting these important documents remains insufficient.
To enhance the writing skills of the purchasing department staff at Northern Green Land Service and Real Estate Joint Stock Company, particularly in crafting complaint and order letters, a focused training initiative will be implemented following a one-month internship.
I carry on this study with the title: “Mistakes in writing complaints and orders letter of purchasing department of Northern Green Land Service and Real Estate JointStock Company”
Previous study
Extensive research on enhancing business correspondence highlights key strategies for effective writing Notable works, including Carolyn O’Hara's "How to Improve Your Business Writing" and Jacob Funnell's insights, provide essential tips for crafting clear and professional messages Additionally, resources like "10 Tips for Effective Business Writing" emphasize the importance of mastering this skill, which is increasingly vital in today's professional landscape Collectively, these studies outline actionable steps to refine your business writing and ensure impactful communication.
Plan out what you will say to make your writing more direct and effective.
Use words sparingly and keep sentences short and to the point.
Avoid jargon and “fancy” words Strive for clarity instead.
Argue that you simply can’t write Anyone can become a better writer with practice.
Pretend that your first draft is perfect, or even passable Every document can be improved.
Bury your argument Present your main idea as soon as possible.”
There has been a lot of book to writing business correspondence such as:
"Writing for Business" is an essential resource for intermediate English students aiming to enhance their business letter writing skills Tailored for individuals in companies that require consistent communication with international clients and agents, this book assumes a foundational understanding of English grammar and a basic vocabulary, specifically those familiar with the first three levels of the Cambridge English Lexicon (2207 words) Additionally, the glossary provides definitions for more advanced terms Another valuable resource on this topic is "Writing Correspondence…E-mail…Fax…" by Nguyen Thanh Yen, which also focuses on effective business communication.
Improving business writing skills is crucial for effective commercial correspondence, as it can significantly impact the success or failure of company transactions To enhance these skills, it's essential to identify and address the challenges encountered during the writing process Various studies and resources provide valuable insights into refining these abilities, ultimately contributing to better communication in the business environment.
Many individuals struggle with crafting effective business correspondence, which highlights the importance of addressing common pitfalls in this area This article focuses on the thesis concerning the mistakes found in complaint and order letters within the Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company.
Aims to the study
This study aims to identify the challenges faced in writing complaint and order letters within the Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company It seeks to provide solutions that enhance the quality of these letters, enabling the staff to write them accurately and efficiently, thereby improving overall work performance.
Research subject
In the competitive real estate industry, proficiency in English is essential for all staff members, as international transactions are increasingly common Therefore, it is crucial that business correspondence is written clearly and understandably to facilitate effective communication.
To enhance the skills of writing complaint and order letters, it is essential for the staff of the Purchasing Department to recognize the significance of effective business correspondence and master the correct letter-writing techniques The insights gained from this study will be advantageous for Northern Green Land Service and Real Estate Joint Stock Company, as they can utilize these findings to evaluate and improve the qualifications of their purchasing department.
This article explores the current state of English language usage among all employees at Northern Green Land Service and Real Estate Joint Stock Company, with a particular focus on the purchasing department.
What are mistakes in writing complaints and orders letter of purchasing department of Northern Green Land Service and Real Estate Joint Stock Company?
How frequently do writing complaints and orders letter of purchasing department?
What are some solutions or suggestions used to help them?
Scope of the study
This study aims to enhance the writing skills for complaints and order letters among the staff of Northern Green Land Service and Real Estate Joint Stock Company Addressing this significant issue requires substantial time and effort, particularly given the constraints of limited resources and knowledge The research identifies common mistakes in the complaints and order letters produced by the Purchasing Department, providing valuable insights to improve their writing proficiency Ultimately, this study is essential for the Purchasing Department to ensure accurate and effective communication, leading to increased efficiency in their operations.
Research methodology
In this study, we employed a data collection method that involved gathering information from references through emails and faxes in December 2018 The survey process consisted of three key steps to ensure comprehensive data collection.
Step 1: the researcher identified the situation/reality of writing complaints and orders letter of purchasing department
Step 2: the researcher data collection
In this step, we will collect 30 order and complaint letters of Purchasing Department and fill in the table which based on Ferris and Hedgcock model (2005)
Table 1: Sample of Error Log (adapted from Ferris and Hedgcock, 2005)
Step 3: The researcher analysis data collection After the error patterns are identified, the total number of error is recapitulated (in componential analysis) The recapitulation can be seen in the following table:
Organization of the study
This study is structured into four chapters, beginning with Chapter 1, which provides an overview that encompasses the rationale behind the research, a review of previous studies, the aims of the study, the research subjects, the scope of the study, the research methodology, and the organization of the study.
Chapter 2: Literature review looking at some theoretical background realiting to the study It focuses on concepts of complaints letters, orders letters, purchasing department, mistakes
Chapter 3: Data analysis and research finding: provides the details of the findings including survey results through data collection
Chapter 4: Recommendation and suggestion include summary of the study,discussion and conclusion before ending with recommendation for further studies.
LITERATURE REVIEW
Overview of business correspondence
Correspondence refers to the communication exchanged through letters, allowing individuals to express their feelings and thoughts to friends and relatives, known as personal correspondence Additionally, in the realm of business, professionals engage in writing and receiving letters as part of their daily transactions, which is termed business correspondence.
Business correspondence, commonly known as business letters, refers to written communication between two parties in the business realm This includes letters from businessmen to suppliers regarding goods, as well as inquiries from customers about product availability, pricing, quality, and orders Essentially, business letters serve as a vital medium for expressing views and sharing information during various business activities.
“Business correspondence” of translation and interpreting department of faculty of English of Thuongmai University.
Business correspondence plays a crucial role in facilitating communication between various parties, especially when face-to-face meetings are not feasible Its primary significance lies in the ability to easily connect and convey messages effectively, ensuring that important information is shared promptly and efficiently.
A business correspondence helps to meet some organizational goals One can achieve the objectives through it Let us study some of them in details.
Reaching specific individuals can be challenging and costly for businesses and organizations In such cases, effective business correspondence serves as a valuable solution, enabling communication and outreach without incurring significant expenses.
Effective business correspondence is essential for fostering strong relationships among parties involved, as it enhances overall business operations It plays a crucial role in facilitating clear and precise internal communication within an organization, thereby strengthening collaboration and efficiency.
2 Serves as Evidence Any written form of communication serves as evidence A business correspondence helps the person in a business to keep a record of all the facts.
These written records will serve as evidence.
It helps in creating and maintaining goodwill between a business and a customer Any letter to enquire, complaint, suggestion or feedbacks helps a company to grow and maintain goodwill.
It is a cheap and convenient form of business communication.
Business communication refers to formal interactions between individuals, such as sellers and buyers or employees and employers This type of communication is characterized by the use of formal and logical language.
It helps in removing the ambiguity and the doubts of the person involved in the business The formal communication in business is followed and acceptable.
6 Helps in the Expansion of Business
Effective business correspondence is essential for achieving organizational goals and facilitating growth By optimizing time and resources, businesses can streamline operations and enhance their expansion efforts.
Information about resources, products, and markets can be easily disseminated, including news about business expansions, as highlighted in the book "Business Correspondence" by the Translation and Interpreting Department of the Faculty of English at Thuongmai University.
2.1.3 Types of business correspondence Business letters
A business letter is an official form of communication between two companies regarding business matters Traditionally, these letters were mailed through postal services or couriers; however, with advancements in technology, they are now frequently exchanged via email and other digital platforms for faster communication There are five distinct types of business letters, each tailored to specific contexts and purposes.
Enquiries letter Replies and quotations letter Orders letter
Complaints and adjustments letter Recovery letter
Official letters can be handwritten or printed Modernisation has led to the usage of new means of business correspondence such as E-mail and Fax
Email, short for electronic mail, is a method of exchanging information between users via telecommunications It consists of messages that can include text, files, images, and other attachments, sent over a network to specific individuals or groups.
Email is a vital tool for businesses, serving as the primary method for exchanging correspondence As the most modern form of communication, it enables organizations to efficiently reach a large audience when necessary.
A memorandum, or memo, is a concise message used for internal communication within a business Although memos were once the primary method of written communication, their usage has decreased with the rise of email and electronic messaging Nonetheless, mastering memo writing can enhance your ability to craft clear internal business emails, as both serve similar functions in conveying important information.
Overview of business letter
In the book “Business letter writing: Your Question and Answers”, Josy Roberts wrote:
“A business letter is a formal communication between people or organizations who are involved in trading- exchanging money for goods or services.
Writing a business letter is essential for fostering trade, as it serves as an official document that conveys structured and thoughtful information While various forms of communication exist between individuals and companies—such as phone calls, emails, meetings, presentations, contracts, orders, and invoices—a business letter remains the most effective tool for formal communication.
According to The Business Communication 1 Comment:
Business letters are essential for effective communication in the corporate world, serving various purposes such as selling products, inquiring about customer needs or pricing, seeking information and advice, and maintaining positive public relations As commerce and industry continue to expand, the significance and utility of business letters are increasingly recognized The following points outline the key benefits and importance of utilizing business letters in professional settings.
Letters serve as a cost-effective and convenient method for exchanging business information, allowing executives to communicate effortlessly with customers, suppliers, investors, government offices, and regulatory authorities.
Business letters are essential for establishing and nurturing relationships with customers, suppliers, creditors, and other stakeholders They effectively bridge the gap between a business and its audience, fostering communication and trust.
A circular letter serves as an effective business tool for creating new markets for goods and services By providing detailed information about the utility, features, and benefits of products, this type of correspondence effectively encourages customers to make purchases.
In the business world, the introduction of letters serves as an effective substitute for personal visits, allowing executives to communicate with clients, suppliers, creditors, and other stakeholders without the need for extensive travel This makes commercial letters a valuable alternative to in-person meetings.
Saving cost and time: Business letters relieve the busy executives from visiting personally their clients and other concerned parties Therefore, valuable time and costs can be saved.
Maintaining secrecy: Business letters also help to maintain secrecy of information Non one other than the sender and receiver can know the message contained in the letter.
Increasing goodwill: Business letters, like inquiry letter, circular letter, order acknowledgement letter, adjustment grant letter etc help to increase good will of a business with the customers.
A business letter serves as a formal agreement between the buyer and seller, outlining essential details such as the names of items, pricing, quantity, delivery timeline, and payment method These elements collectively establish the terms of the agreement, ensuring clarity and mutual understanding in the transaction.
Commercial letters play a crucial role in facilitating business transactions For instance, a buyer can assert their claims to the seller through a claim letter, while the seller can utilize collection letters to recover outstanding payments from customers.
Use as reference: Information exchanged through letters can be preserved permanently and used as reference when need arise Therefore, making business decisions becomes easier.
Legal acceptance: Business letter is an acceptable document in the eye of law It can be stored and produced as a documentary proof.
Effective local and international trade relies heavily on various business letters These letters facilitate inquiries about products and prices, enable the placement of orders, assist in collecting dues, and help in making and settling claims.
In conclusion, the effective operation of business activities—establishing, maintaining, and developing relationships—along with achieving business goals, heavily relies on the use of business letters Essentially, conducting business without these letters is virtually impossible.
Business letters play a crucial role in securing, promoting, and maintaining organizational operations seamlessly They also serve as valuable references for future needs It is essential for every organization to systematically classify and file both outgoing and incoming mail based on subject matter and in chronological order.
Business letters play a crucial role in shaping the recipient's perception of an organization by ensuring accurate communication They facilitate and strengthen connections across diverse regions, significantly expanding business opportunities Additionally, these letters can serve as legal documents in case of disputes Ultimately, business letters foster goodwill and elevate the organization's prestige and image.
We can enumerate the functions of a business letter thus :
To achieve growth and enhance product quality, businesses must innovate by developing new products and improving services Keeping customers informed about these advancements through effective communication is essential Additionally, expanding into new markets is crucial for overall growth Successful all-around expansion relies on the organization’s ability to keep all stakeholders informed through promotional letters that drive sales and enhance service.
Business letters serve as crucial records of an organization's past policies, transactions, and activities Unlike in the past, modern businesses cannot rely solely on memory; having these letters readily accessible is vital By analyzing previous policies, new strategies can be developed Therefore, it is essential to maintain effective correspondence and ensure that these documents are properly archived for future reference.
Business letters can provide evidence in legal disputes, if any, that occur in a transaction They are useful as legal documents in quotations and offers.
Business letters promote goodwill among parties transacting business They build a good rapport between parties in a business transaction.
Every business letter serves a dual purpose: it promotes sales and enhances the company's image Consequently, each letter can be considered a sales letter, as it aligns with the explicit or implicit goals of the business.
Overview of order letter
An order letter is a formal request from a potential buyer to a seller for the delivery of goods Buyers can gather essential information regarding pricing, product quality, and sales terms by sending inquiry letters If the buyer is satisfied with the quoted price, quality, and terms, they will place an order for the goods to be delivered to their specified address The seller is then responsible for delivering the products as per the buyer's order.
In today's marketplace, sellers provide customers with printed order forms, which customers complete to place their orders These printed order sheets are recognized as official order letters.
2.3.2 Factors to be considered while drafting order letter
Potential buyers use order letters to request goods from suppliers In contemporary practice, printed order blanks or purchase order forms provided by sellers are commonly utilized for placing orders However, when these forms are unavailable, buyers resort to writing order letters, which typically include three key categories of information.
Information about the items being ordered;
Information relating to shipping; and
1 Information about the items being ordered: An order letter must contain full particulars of goods ordered Such information including the followings: a Product name Brand name Quantity Catalog number Model number Color
2 Information relating to shipping: Shipping information is very important In absence of shipping information, there can arise misunderstanding between buyer and seller Shipping information may include the followings:
Desired shipping location; and Mode of shipping (rail, road, or waterways).
3 Information relating to payment: Mode of payment of prices for the ordered items must be clearly indicated The seller will accept the order letter only when both of them come to a common ground relation to payment of price Payment information including the following:
Mode of payment (cash, cheque, draft) Payment data
The above stated factors are usually included in order letter However, the buyer can include any other instruction or element if he thinks necessary.” Posted
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Overview of complaint letter
“A Complaint Letter is a type of letter written to address any type wrong doing, offence, grievance, resentment arising out of a product, service etc.
Complaint letters serve as a vital tool for individuals to express concerns about unfair situations and pursue a constructive resolution They provide an outlet for emotions stemming from negative experiences or injustices As a fundamental right and responsibility, citizens are entitled to seek justice through the formal process initiated by a complaint.
Complaint letters then, become your First Step towards your Consumer Rights.
Consumer advocates motivate overwhelmed shoppers, prompt authorities to take appropriate measures, and hold offenders accountable Failure to respond can lead to legal consequences, including court proceedings or costly lawsuits.
Writing complaint letters is a crucial step for victims aiming for positive resolutions These letters serve as a formal warning to offenders and provide them with an opportunity to amend their actions Beyond addressing defective products or services, complaint letters can also highlight societal injustices, such as public smoking or the misuse of water resources by individuals or organizations Addressing these issues through complaint letters is vital for fostering accountability and promoting social change.
Anyone can file a complaint letter for legitimate issues such as pollution, water supply, traffic, or electricity shortages, regardless of their status or expertise Learning how to write a complaint letter effectively, with all necessary information, is essential This article provides valuable tips on crafting a proper complaint letter.
Complaint letters can be categorized based on their types and the reasons behind them, which vary according to the level of the organization or individual involved.
A Personal Complaint Letter is a written communication from an individual expressing concerns or grievances, typically aimed at businesses or service providers These letters are often used by consumers to request refunds, replacements, or address issues that impact either their personal experience or the broader community.
A Professional Complaint Letter is a formal communication issued on behalf of an organization, addressing issues related to professional products or services These letters carry the authority of the organization and are essential for resolving grievances effectively.
2.4.3 Factors to be considered while drafting complaint letter
“A complaint letter should be written in a polite and considerate way by incorporating the following factors or elements:
In a complaint letter, the customer should mention the specific cause of complaint This will help the seller to understand his fault and to take necessary step for adjustment.
Complaint letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service or goodwill.
If any financial loss has to fault to the seller or transport authority, actual amount of loss should be mentioned with supportive documents.
A complaint letter should clearly indicate the probable remedies for setting the complaint.
In the letter, the buyer should include only the actual event There should not be any assumption on the part of the buyer.
Language of complaint letter should be simple, easy, courteous and friendly.
However, its tone should be straightforward.
Sufficient documents should be enclosed as proof of complaint Without necessary documents, the letter may have no value to the recipient.
Though anger is a natural reaction of the affected buyer, it is not wise to express anger Rather, the buyer should make the complaint in a respectful and considerate way.
When making a complaint, it is essential to approach the situation thoughtfully, ensuring that the seller's feelings are not hurt This artful presentation involves addressing the issue in a passive manner rather than being confrontational, which can lead to a more constructive dialogue and a better resolution for both parties.
Mentioning preventive measures for future
For preventing the mistakes in future, the buyer can suggest the seller some alternative course of actions.” Posted By The Business Communication Leave aComment
Mistakes in writing business letter
Base on “Problems in writing English business letter: errors and factors” of Shafa Firda Nila:
Error analysis is a linguistic approach that examines the mistakes made by language learners, highlighting their creative ability to construct language (Faisyal, 2015) According to Saville-Troike (cited in Faisyal, 2015), it is the foundational method for studying second language acquisition Ellis and Barkhuizen (cited in Sychandone, 2016) characterize error analysis as a systematic process for identifying, describing, and explaining learners' errors, focusing on the incidence, nature, causes, and consequences of language learning challenges.
2.5.2 Common mistakes in writing business letter
Base on “Problems in writing English business letter: errors and factors” of Shafa Firda Nila, there are 4 common mistakes in writing business letter
Morphological errors reflect learners' misunderstandings of morpheme meanings, functions, and the rules governing them, including their exceptions (Ramadan, 2015) These errors pertain to the formation of words and their components (Bloomfield, cited in Faisyal, 2015) and often manifest in verbs, nouns, and articles.
Verb errors in student writing arise when verbs are used incorrectly, often due to confusion with tenses, subjects, and prepositions These mistakes can hinder clarity and coherence in their work, making it essential for learners to grasp proper verb usage to enhance their writing skills Addressing these common pitfalls can significantly improve the overall quality of their written communication.
Noun errors often arise when students struggle to differentiate between singular and plural nouns, which can lead to incorrect usage of articles like "a" and "an" as well as quantifiers in their writing.
Article errors commonly arise when students fail to identify the appropriate article to use before a person's name Additionally, minor article errors occur when students inadvertently repeat the same article within a sentence.
Lexical errors, which pertain to mistakes in word choice, are a common occurrence in the process of acquiring vocabulary in a second language These errors are not only inevitable but also serve as indicators of the language learning journey (Agustin-Llach, 2007).
Word choice errors occur when inappropriate vocabulary or terminology is used in specific contexts, particularly affecting parts of speech Certain words can have different meanings depending on the subject matter, and students often struggle to select the correct terms because they tend to translate words literally without considering the context This study highlights numerous instances of word choice errors among students who failed to distinguish between General English and Business English vocabulary.
Syntactic error is a type of error which occurs in sentence structure Syntax complexity is one of the most difficult structural elements for ESL/EFL learners (Ngangbam, 2016).
Many students struggle with incorrect sentence structures in English due to a limited understanding of grammar Additionally, they often translate sentences directly from Bahasa Indonesia, which can lead to further errors.
Mechanical errors refer to mistakes in spelling, punctuation, and capitalization These errors often arise from hasty writing, where the writer prioritizes content over form.
Spelling errors occur when words are misspelled, often due to a lack of verification in a dictionary Many students struggle with spelling because they do not take the time to confirm the correct spelling of words.
This research highlights that punctuation errors predominantly involve the incorrect use of commas and periods Properly utilizing these punctuation marks is essential for separating sentences and ensuring clarity in meaning.
Capitalization errors frequently arise when writing names of individuals or companies, such as "Tarra Reid," "Selena Swift," and "Shopinonline," as well as at the start of sentences Research indicates that students often pay insufficient attention to the rules governing the use of capital letters for proper nouns and sentence beginnings.
DATA ANALYSIS AND RESEARCH FINDINGS
Data analysis
3.1.1 Education level of purchasing department staffs
Education level of purchasing department staffs
Chart 1: Education level of purchasing department staffs
According to 2018 data, a significant 80% of employees in the purchasing department possess a university or college education, indicating a highly educated workforce This figure is four times greater than the 20% of staff with only secondary education, highlighting the strong emphasis on higher education within this sector.
Less than 1 year From 1 year to 2 years More than 2 years
Chart 2: Timeserving in purchasing department
Based on 2018 data, the chart reveals that 60% of staff in the purchasing department have a timeserving of 1 to 2 years, which is three times greater than the 20% of employees with less than 1 year of experience Additionally, the proportion of staff with more than 2 years of timeserving is also relatively low This indicates that overall timeserving among employees remains limited, resulting in a restricted ability to write letters, particularly those intended for foreign partners.
3.1.3 How frequently do writing complaints and orders letter of purchasing department?
How frequently do writing complaints and orders letter of purchasing department?
Chart 3: How frequently do writing complaints and orders letters of purchasing department?
According to 2018 data, a significant 70% of staff rarely write complaints and order letters, which is 3.5 times higher than the 20% who sometimes do, and 7 times higher than the 10% who often write such letters This indicates that opportunities for staff to express complaints and orders are limited, with most of these important communications being handled by managers.
3.1.4 Number of staffs feels confident in writing complaints and orders letters
Chart 4: Number of staffs feels confident in writing complaints and orders letters
Based on 2018 data, the analysis reveals that the largest group of staff—seven individuals—lack confidence in writing complaint and order letters, which is seven times greater than those who feel confident and 3.5 times more than those who feel comfortable The findings from Chart 4 mirror those in Chart 3, indicating that 70% of staff who rarely write such letters also feel unconfident in their writing abilities Conversely, those who sometimes write complaints and order letters tend to feel comfortable, while staff who frequently engage in this task generally report feeling confident.
3.1.5 Mistakes in writing complaints and orders letters
Method of data collection from references is the method we choose in this study After collecting and processing 30 complaints and orders letters, we haveMistakes Frequency table:
Mistake Type Frequency of Mistake
Table 3: The results of the survey results in mistakes
An analysis of 30 complaint and order letters from the Purchasing Department revealed a total of 93 mistakes The breakdown includes 38 morphological errors, 23 mechanical errors, 18 lexical errors, and 11 syntactic errors Morphological mistakes were the most prevalent, followed by mechanical, lexical, and syntactic errors.
Morphological mistakes often arise from improper verb usage in writing These errors occur when staff members struggle with tenses, subjects, and prepositions Additionally, some employees have difficulty distinguishing between nouns and verbs, leading to the frequent use of familiar but incorrect terms Common examples of verb errors include misusing verb forms and incorrect tense application.
Please give me a quote and delived time! (order letter 1)
In this case, the word “delived” is misused We need to use a noun in this position-“delivery”
Currently our company wants to made 1000 more uniforms… (order letter 2)
The term "made" is incorrectly used in this context The correct structure for expressing someone's intentions is S + want(s) + to + V (infinitive verb), which means the verb should be in its infinitive form—"make."
As outlined in clause 2.3 of our contract, customers who purchase a house are entitled to receive a VIP package at your gym However, we received complaints yesterday afternoon regarding this process.
The term "come" is incorrectly applied in this context Upon examining the entire sentence, it becomes clear that the customer's action has already occurred, necessitating the use of the past tense Therefore, the correct verb to use is "came."
+ The noun mistakes The reason: The noun mistakes typically occur as the staffs failed to recognize singular and plural nouns Example:
We want a hall that can accommodate 500-600 people (order letter 4)
In the case, the word “people” is misused 500-600 is big number, so the noun here must use plural- “peoples”.
We will buy 200 Office Computer - BRONZE VERSION H (order letter 10)
In the case, the word “Office Computer” is misused 200 is big number, so the noun here must use plural- “Office Computers”.
A lexical error refers to mistakes related to word choice within the lexicon These errors are a natural occurrence in the journey of acquiring vocabulary in a second language, serving as indicators of the learning process (Agustin-Llach, 2007).
Word choice mistakes often occur when employees fail to consider the context and take words literally Many English words have similar spellings, leading to confusion This mix-up can result in sentences where the intended meaning becomes unclear.
After installing, you take photos and take the test for me (order letter 1)
In our company's work settlement documents, which consist of a quotation, invoice, contract, and handover minutes, we kindly request that partners take photos of the finished curtains to include in the handover records To clarify, we need you to capture images of the installed curtains for our documentation Please take a picture and send it to my email.
“After completing the curtain installation, please take a photo again as we need to save the profile.”
You can ship your order from December 10 to 12 (order letter 11)
The word “your order” is misleading, so the writer should use the word
“goods” The writer can use the "Please ship goods from December 10 to 12!" sentence to be more polite.
Syntactic mistake Syntactic error is a type of error which occurs in sentence structure Syntax complexity is one of the most difficult structural elements for ESL/EFL learners (Ngangbam, 2016).
Many employees struggle with incorrect sentence structures due to a limited understanding of English grammar With the complexity of various grammatical structures in English, memorization is essential for staff to use them correctly Without this knowledge, structural errors are likely to occur.
You will receive this letter soon and reply to us immediately 89 (complaint letter 13)
In this context, the writer should utilize the first conditional, often referred to as the current conditional sentence, which expresses a situation that is true or possible This type of conditional statement outlines a potential condition in the present along with its likely result For instance, the sentence can be revised to: “If you receive this letter, please reply to us immediately.”
We want all helmet to be carefully packed, the front glass must be carefully wrapped or if we don't know that they will be scratched (order letter 6)
There is no "or if" structure in English, in this case, the writer translated Vietnamization and literally translates into mistakes.
Mechanical mistakes refer to errors related to spelling, punctuation, and capitalization Often, these errors arise from hasty writing, where the writer prioritizes content over form.
+ Spelling Error The reason: Spelling error is an error deals with the error in spelling the word.
In most cases, the staffs misspell the words because they don’t check the correct spelling in the dictionary Examples:
Vehicle schedule will depart from Lao cai at 5:00 am on November 23 and move to Hanoi (order letter 5)
The main reasons for writing complaint and order letters
The recapitulation of mistake made by the staffs in writing complaint and order letter can be seen in the table below:
Table 4: The results of the recapitulation of mistake
Common mistakes in writing complaint and order letters can often be attributed to several key factors Employees frequently overlook essential details, fail to maintain a professional tone, or lack clarity in their communication These issues can lead to misunderstandings and ineffective correspondence Addressing these common pitfalls is crucial for improving the quality of written complaints and orders.
Don't know the exact meaning of the word (denotation)
The richness of English vocabulary presents challenges for employees, particularly with homonyms—words like "left," "flat," and "saw" that have multiple meanings—and homophones, such as "I" and "eye" or "sun" and "son," which are pronounced the same but differ in spelling and meaning This complexity can lead to misunderstandings and errors in word usage, as employees struggle to grasp the nuances and distinctions between similar words.
Do not master basic grammar knowledge
Mastering basic grammar is essential for learning English effectively Many employees struggle with writing business correspondence due to insufficient grammatical knowledge, leading to frequent mistakes in structure and style.
The influence of mother tongue
Employees frequently convey their ideas in English articles through the lens of Vietnamese thinking, resulting from limited vocabulary and a lack of understanding of English culture This often leads to a literal translation of words rather than employing appropriate English sentence structures Consequently, the articles become lengthy, incoherent, and may cause readers to misinterpret the writer's intended message.
Learning to write is a skill that requires practice, much like swimming, as noted by Vivian MR in 'Reading, Writing and Thinking.' Many employees struggle with writing commercial correspondence due to a lack of regular practice, which hinders their ability to generate ideas and think in English before composing Consequently, this leads to a noticeable increase in errors in their writing.
RECOMMENDATIONS AND SUGGESTIONS
Some solutions which the company can use to improve writing complaint
In order to be the best in improving complaint and order letter skills, the effort of all 3 parties: the company, the staff and the school itself is required.
4.1 Some solutions which the company can use to improve writing complaint and order letters skill of Purchasing Department Staff.
A strong individual is crucial for building a successful team, and a cohesive group is essential for a company's strength Without skilled employees, a company struggles to compete in the market Consequently, prioritizing the recruitment and training of talented individuals is vital for any organization's success.
The company should supplement recruitment requirements such as recruiting people with professional knowledge and knowledge of basic foreign languages So from the beginning the staff had better quality.
Companies should invest in English courses for employees in the purchasing department with limited foreign language proficiency to prevent costly mistakes This investment not only enhances their language skills but also provides an opportunity for professional development, allowing employees to improve their capabilities while continuing to work.
The organization conducts regular assessments of English proficiency to enhance employee language skills By implementing these evaluations, the company encourages employees to improve their knowledge and fosters a competitive environment Publishing test results on the company's internal website allows employees to compare their scores, motivating them to strive for better performance.
The company can implement bonuses for employees who rank in the top three of the language competency assessment, recognizing their exceptional performance Additionally, rewarding employees for their personal contributions in dealings with foreign partners is an important consideration.
Organizing extracurricular activities with foreigners
In addition, the company can also organize extracurricular activities with foreigners so employees have the opportunity to improve communication skills and be more confident when using English when working.
Some solutions which the staff can use to improve writing complaint and
Many employees in the purchasing department lack confidence when writing order and complaint letters due to limited experience, particularly in correspondence with foreign partners Despite their high education levels, opportunities to practice writing such letters are scarce, resulting in inadequate skills The challenges can be categorized into objective and subjective causes; while objective factors cannot be altered, subjective factors can be addressed to enhance the writing skills necessary for effective commercial correspondence.
Firstly, employees need to be more aware of the importance of English
In today's modern world, the significance of English cannot be overstated, as it serves as a crucial tool for securing stable employment and higher income Despite this, many professionals, particularly in the real estate sector, underestimate the necessity of English proficiency, believing it to be irrelevant to their field.
To achieve development, enterprises must prioritize integration, which requires dynamic and cohesive teams equipped with both professional expertise and strong English communication skills Recognizing the significance of English is crucial; without it, employees risk falling behind in their work, missing promotion opportunities, and potentially facing termination Thus, understanding the importance of English is essential for both individual and organizational success.
They must need to master basic grammar knowledge
In today's English learning landscape, the emphasis is primarily on communication skills, particularly listening and speaking, to support work and study needs However, the belief that grammar is unimportant and unnecessary is a misconception; in fact, studying grammar is crucial for effective English learning.
Grammar serves as the essential foundation for effective listening and comprehension While some may believe that simply hearing words allows for understanding, this approach falls short with more complex sentences that involve pronouns, idioms, and comparative structures A solid grasp of grammar is crucial for accurately interpreting the intended meaning in conversations, especially when the content becomes intricate.
Effective speaking requires a solid understanding of grammar to construct sentences and clearly convey your thoughts While imitation can be a useful tool, it is essential to grasp sentence formation to explore and create varied sentence structures.
Reading: similar to listening skills, when reading a certain text, you must use grammar to understand the meaning of the passage.
Writing: no need to discuss and see how grammar for writing skills is important”.
As a purchasing department staff member in a real estate company, effective communication with international clients is essential, whether through phone calls or written correspondence via email or fax While verbal interactions may rely on key phrases, written communication requires proper grammar to maintain clarity and politeness in discussions about sales and purchases.
Mastering grammar and understanding its structures is crucial for overcoming the limitations of your native language By focusing on grammatical frameworks rather than direct translations, you can effectively express your ideas and avoid confusion caused by ambiguous or meaningless words.
To enhance your vocabulary, especially in real estate, it's essential to read foreign books and newspapers When encountering unfamiliar words, opt for simpler synonyms for immediate clarity By consistently engaging with diverse reading materials, you can significantly improve your understanding and language skills.
+ Find out phrases, special sentence structures and expressions like native speakers.
+ Underline or write them in a notebook.
+ Put sentences with them and practice regularly until you can be sure not to forget and use them perfectly.
Staffs need to have a habit of check for errors after writing
Writing can often be marred by various errors, including spelling, punctuation, and capitalization mistakes However, taking the time to re-read your work can help you identify and correct these issues promptly Consequently, it's essential for employees to review their sentences or posts thoroughly after completion to ensure clarity and professionalism.
Common mistakes in writing can easily be overlooked After finishing your letter, start by reviewing each sentence for proper punctuation, ensuring that periods are placed correctly Check that all proper nouns are capitalized Next, examine your use of basic grammatical structures and verify that your vocabulary is clear and accessible, avoiding obscure terms.
When faced with a low test score, retaking the test is essential to avoid future mistakes, similar to the process of rewriting business correspondence This practice not only minimizes errors but also allows employees to incorporate new ideas that may have been overlooked initially By refining both grammar and content, employees enhance their writing skills and build confidence for future writing tasks.
Some suggestion for the school where students are trained before they
Enhancing educational quality must align with labor market demands, emphasizing the development of professional skills for learners This approach is essential to addressing current challenges and improving overall employment outcomes.
Over 80% of new graduates possess theoretical knowledge but struggle to effectively navigate real-world situations, leading to missed opportunities during initial employer interactions While the Vietnamese labor market currently offers ample job openings, the critical issue lies in the shortage of qualified individuals capable of fulfilling these roles.
Many graduates today possess primarily theoretical knowledge, which often results in a lack of confidence when seeking employment in large companies that prioritize experienced candidates This gap in practical skills is a significant challenge for recent graduates, particularly those studying English Therefore, enhancing practical knowledge is crucial for students to better prepare them for the job market.
To enhance the learning experience for English language students, the school should invest in soundproof listening rooms Improving these facilities will ensure that students can hear clearly during listening lessons, thereby facilitating better comprehension and engagement.
About the distribution of lessons
It is recommended to enhance practical classes so that students can apply theory and practice more skills
The school boasts a team of highly knowledgeable lecturers, ensuring that lesson content is intricately connected to real-world career scenarios By incorporating hypothetical situations, students are provided with valuable opportunities to practice their reflexes and improve their problem-solving skills.
Northern Green Land, a leader in the real estate trading revolution, prioritizes customer trust and transparency Since its inception in 2010, the company has diversified its operations, engaging in over 300 project distributions, investing in 8 projects, and consulting on more than 100 leasing products With a commitment to assisting over 100,000 clients, Northern Green Land specializes in high-end apartments, villas, townhouses, commercial properties, and resort real estate, while also focusing on attracting foreign customers.
Purchasing department staff is trained to negotiate, write email, communicate and perform transactions with partners including foreign partners Currently, only a small part of the buying department knows English.
Writing business correspondence in English, particularly complaint and order letters from purchasing department staff, presents several challenges, including grammatical issues and vocabulary limitations These difficulties can adversely affect the professional image of the organization in the eyes of international clients and partners.
Our research aimed to identify the underlying causes of business writing challenges faced by shopkeepers and to propose effective solutions By enhancing their writing skills, shopkeepers can create a positive impression on foreign guests, ultimately improving their business interactions and success.
This study, while informative, may not fully satisfy all readers due to time constraints and the breadth of knowledge covered It acknowledges certain limitations and the omission of some topic aspects Nonetheless, the research aims to assist learners and inspire readers to explore additional intriguing ideas related to the subject for further investigation.
1 https://www.freelancewriting.com/business-writing/business-writing-mistakes/
2 https://thebusinesscommunication.com/factors-to-be-considered-while-drafting- complaint-letter/
3 https://www.google.com/search? hl=vi&authuser=0&biw18&bihW5&eirmGXPabJsma8QXb6LeYCQ&q=types+of+order+lett er&oq=types+of+order+letter&gs_l=psy-ab.3 0i71l8.0.0 6354 0.0 0.0.0 0 gws- wiz.IQY9ZuPw6VA
4 https://pdfs.semanticscholar.org/715d/944c110c12396b670a54e4a5106d452576f8.pdf
1 30 complaint and order letters Order letter 1
I am Linh - PMH of Northern Green Land Currently I am in charge of single curtain.
+ I want (1) put curtains for windows at 360 Giai Phong office.
+ We want to use cream shades in all window + Please give me a quote and delived time.
+ After installing, you take photos and take the test for me.
We are very pleased with your previous order with your company.
Currently our company wants to made 1000 more uniforms, including 500 women's uniforms (2 shirts, 2 vests, 2 skirts) and 500 men's uniforms (2 shirts, 2 vest, 2 casual pants).
Our staff will work at office hours from Monday to Saturday morning, so please let the staff take the measurements of our staff in the above hour.
Because our order is quite large, do you have a discount for us
We look forward to hearing form you.
We have received our 3D representative office design from your side design staff , we are very pleased with that design.
We will place you as an interior design and construction unit for our office.
We want all furniture to use industrial wood
In addition, we want furniture to be meticulously machined, if we see any 1 of them having problems, we will refund.
About payment, we will pay 50% in advance and the remaining 50% will be paid when completed
If you have any problems, please reply to us we look forward to hearing from you Yours sincerely
Dear Mr Jordan Our company will book a place to hold a year-end party at your side on the 28th of the lunar calendar.
We want a hall that can accommodate 500-600 people All banners and backdrops will be sent below We want your party to work for us in the agreed positions
The tea party is scheduled for 7:30 PM, so please ensure that the waitstaff is attentive to this timing We eagerly await your response Sincerely,
We would like to book 3 round-trip transportation vehicles, each carrying 45 people moving from Lao Cai to Hanoi to attend the event.
Vehicle schedule will depart from Lao cai at 5:00 on November 23 am and move to Hanoi We will depart at 12:00 am on November 25.
We look forward to hearing from you.
We received your quote We are happy that your party has discounted us 10%.
We want all helmet to be carefully packed, the front glass must be carefully wrapped or if we don't know that they will be scratched
We will prepay you 40% of the order value, after receiving the item we will pay the rest.
We look forward to hearing from you Yours sincerely
We have agreed with Hai Phat investor to give a gym card to customers who buy houses and are instructed to contact your company directly.
Our company is offering the VIP36 training package at Pride Fitness, available for a duration of 36 months, valued at 48.9 million VND per episode Customers who purchase a home with this package will gain direct access to the practice room and receive a complimentary gift card.
We look forward to hearing from you Yours sincerely
We are seeking to reserve 10 luxury rooms and 40 standard rooms for a total of 100 guests, from the evening of the 23rd to noon on the 25th We look forward to your prompt response Thank you.
On November 24, we would likebook a party to serve 300 guest 32 with the following menu:
Soup cartilage sturgeon Fresh salmon soup Shabby lotus leaf salad Russian salad
Fried shrimp Grilled eel Salt chicken French fries Fresh squid fried with almonds Fresh mushroom chicken soup Iridescent fruits
We look forward to hearing to you.
We have received the discount that you has 38 proposed, we are quite satisfied with this discount.
We will buy 200 Office Computer 39 - BRONZE VERSION H You send goods to our head office at Floor 18, Center Building, No 1 Nguyen Huy Tuong, Thanh Xuan District, Hanoion December 11
We would like to confirm that payment is to be made by irrevocable L/C for
We look forward to hearing from you.
We want to put 50 5-storey wooden shoe racks with R 80 x S 30 x C 85
You delivered 18th Floor, Center Building, No 1 Nguyen Huy Tuong,Thanh
You can ship your order 42 from December 10 to 12
We look forward to hearing from you.
At the lunar 28th night, our company had a year-end party at the Trong Dong Place , we worked with your representative and invited you to sing at that party.
The time of the guest singer is 8:00 - 8:30 pm
We want you to sing 3 songs as agreed.
We look forward to hearing from you.
We invite you to take charge of printing leaflets for our projects, with regular bookings scheduled each month Payment will be made once at the end of each month After each printing, please send us the invoice along with the handover minutes for our records, ensuring timely payment at the beginning of the following month.
We will pre-order flyers in project below Horizon project 5000 leaflet
Imperia 5000 project leaflet Project Thong Nhat Place 10000 leaflet Paragon 7000 project leaflet
All leaflets delivered to our headquarters at 18th Floor, center building, No 1 Nguyen Huy Tuong,Thanh Xuan District, Hanoi.
We look forward to hearing from you.
We want to put 1500 raincoats with honeycomb raincoat fabric, glasses on caps and front flap.
We want you to pack each raincoat into your own pocket The quality of raincoat bags must also be of the same type as the raincoat.
We received the goods on December 31
We would like to confirm that payment is to be made by irrevocable L/C for
We look forward to hearing from you.
We put 200 GQT1115 Tet gift baskets including the following product:
Walker Red label 750ml – Scotland Ekido 100g salted lemon candy – Japan 125g walnuts – USA
Tiramisu 100g – Malaysia Pure 100g Mystery Cocoa – Malaysia Tea Taiyuan green 100g
58g Ivy Cake – Korea Salt Anfa cashews 235g Tin box Toritas 415g – Argentina Crackers Gery 200g Cake – Indonesia Pringles Potatoes 110g – USA
Basket + Ribbon + shrink film + “Happy New Year” stickers + Decal company name + bag
And New Year gift bag 2019 – TQT399 includes the following confectionery:
Carbonated fruit juice 750mlRitaz Biscuits 380g Biscuits – Malaysia
Tan Long green tea 100gr Raisins Lucky 150g – USA Chocolate 150gr Chocolate Candy – English IVY 58g Crackers – Korea
Paper bags happy new year
We would like to confirm that payment is to be made by irrevocable L/C for
We look forward to hearing from you.
Dear Sir or Madam on 20/12/2018 we have ordered 20 printers and can read the information of your promotional party as follows:
From September 1 to December 31, 2018, Donate VND 300,000 when buying 03 products Donate VND 600,000 when buying 05 products Customers who buy products get 01 gram of high quality printing paper.
But when we receive the goods, we still have to pay all 08 product fees of VND 58880000.We want a reasonable answer to this problem.
We look forward to hearing from you.
Last Saturday, we contracted your team to paint our office located at 360 Giai Phong Unfortunately, upon arriving Monday morning, our employees found the office in disarray, with several important documents missing After reviewing the security footage, we discovered that your staff mistakenly took the wrong items and left behind others We kindly request that your team return the missing documents to us as soon as possible.
We look forward to hearing from you.