(Luận văn đại học thương mại) mistakes in writing complaints and orders letters of purchasing department of northern green land service and real estate joint stock company

ABSTRACT Research topic: "Mistakes in writing complaints and orders letters of Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company" are both meaningful and necessary in theory and practice when writing business correspondence with foreign partner by English This study codified theoretical issues related to business correspondence in English, especially complaint letters and order letters, the cause of mistakes when writing these two types of business correspondence of purchasing staff member of the company The study also analyzed, found difficulties in writing letters of complaint and letters in English that employees of the Purchasing Department faced based on their reasons and actual expression through the use of Data collection methods - survey questionnaires for all procurement department employees and based on 30 complaint letters and order letters From the above difficulties, the study has provided some useful solutions to help the Purchasing Department staff improve the skills of writing complaint letters and order letters by English Due to limited time, awareness and practical experience, research cannot avoid errors and errors Therefore, I look forward to receiving comments and suggestions to improve the research i LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ACKNOWLEDGEMENTS In the process of completing the thesis, I received enthusiastic help from supervisors, teachers of the English Department - Thuongmai University, my family and especially the staff of Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company First of all, I would like to express my deep gratitude to my beloved supervisor- Vu Thi Thu Trang, who directly leads me Thanks for her helpful advice and detailed comments in the preparation as well as editing Besides, she always supports and creates favorable conditions for me to complete this graduation article Secondly, I would like to express my sincere thanks to the Purchasing Manager of Northern Green Land Service and Real Estate Joint Stock CompanyMs Nguyen Thi Quynh, who helped and guided me very enthusiastically during the internship and work I also give special thanks to all the staff of the purchasing department, especially contributing their ideas and experiences to help me enrich my graduation Finally, I want to express my deepest appreciation to my family and friends, especially my parents who always take care of me and bring me to complete my thesis Hanoi, April 18, 2019 Student Bui Thi Phuong Trinh ii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com TABLE OF CONTENT ABSTRACT i ACKNOWLEDGEMENTS ii TABLE OF CONTENT .iii LIST OF TABLES AND CHARTS v CHAPTER 1: OVERVIEW OF STUDY .1 1.1 Rationale 1.2 Previous study 1.3 Aims to the study .3 1.4 Research subject 1.5 Scope of the study 1.6 Research methodology 1.7 Organization of the study CHAPTER 2: LITERATURE REVIEW .6 2.1 Overview of business correspondence 2.1.1 Business correspondence .6 2.1.2 Importance of Business Correspondence 2.1.3 Types of business correspondence 2.2 Overview of business letter .8 2.2.1 Business letter 2.2.2 Importance of business letter 2.2.3 Function of business letter 10 2.2.4 Parts of business letter 12 2.2.5 Types of Business letter .14 2.2.6 When to write which type of Business letter 15 2.3 Overview of order letter 17 2.3.1 Order letter 17 2.3.2 Factors to be considered while drafting order letter 17 2.4 Overview of complaint letter 18 2.4.1 Complaint letter 18 iii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.4.2 Types of Complaint Letters 19 2.4.3 Factors to be considered while drafting complaint letter 20 2.5 Mistakes in writing business letter .21 2.5.1: Mistakes analysis 21 2.5.2 Common mistakes in writing business letter .21 CHAPTER 3: DATA ANALYSIS AND RESEARCH FINDINGS 24 3.1 Data analysis 24 3.1.1 Education level of purchasing department staffs 24 3.1.2 Timeserving in purchasing department .25 3.1.3 How frequently writing complaints and orders letter of purchasing department? 26 3.1.4 Number of staffs feels confident in writing complaints and orders letters 27 3.1.5 Mistakes in writing complaints and orders letters 27 3.2: The main reasons for writing complaint and order letters .32 CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS .34 4.1 Some solutions which the company can use to improve writing complaint and order letters skill of Purchasing Department Staff 34 4.2 Some solutions which the staff can use to improve writing complaint and order letters skill of them 35 4.3 Some suggestion for the school where students are trained before they become employees 37 CONCLUSION REFERENCES APPENDIX iv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF TABLES AND CHARTS Table 1: Sample of Error Log (adapted from Ferris and Hedgcock, 2005) Table 2: Recapitulation of Errors Chart 1: Education level of purchasing department staffs .24 Chart 2: Timeserving in purchasing department 25 Chart 3: How frequently writing complaints and orders letters of purchasing department? 26 Chart 4: Number of staffs feels confident in writing complaints and orders letters 27 Table 3: The results of the survey results in mistakes 28 Table 4: The results of the recapitulation of mistake .32 v LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER 1: OVERVIEW OF STUDY 1.1 Rationale After nearly 30 years of renovation, Vietnam has achieved important achievements From an outdated agricultural economy with 90% of the population working in agriculture, up to now, the material and technical foundations and socioeconomic infrastructure have been gradually met to meet the industrialization, modernize (industrialization and modernization) and transfer all activities of selfsufficient agricultural economy to an industrialized economy Vietnam's economy has gradually integrated into the regional and world economy The achievements of the process of industrialization and modernization bring the country to develop and improve the material and spiritual life of the people and contribute to ensuring security and national defense Along with that strong development, Vietnam is also facing to some problems in which trade integration is also a big challenge Vietnam is a potential market with an abundant labor force that is an ideal choice for foreign investors Not only communicative English, commercial English also has affirmed its importance not only for tourism companies but also for other fields, especially real estate However, there are still mistakes in writing complaints and orders letter of purchasing department of Northern Green Land Service and Real Estate Joint Stock Company English is most language that is used in the company Most staff in purchasing in company has English basically so in writing complaints and orders letters is still weak In order to help the staffs, especially purchasing department improve writing complaints and orders letters skill after one- month internship at purchasing department of Northern Green Land Service and Real Estate Joint Stock Company, 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 Joint Stock Company” 1.2 Previous study There has been a lot of research related to writing business correspondence LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com such as “How to improve your business writing?” by Carolyn O’Hara; “How to improve business writing?” by Jacob Funnell; “10 tips for effective business writing”; “The 10 most important business skill you will need by 2020”… These studies all point to steps to write a business correspondence such as “How to improve your business writing?” by Carolyn O’Hara: “Principles to Remember: Do: 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 Don’t: 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” The author reviewed: “This book has been written for intermediate students of English who want to write business letters It has been specifically designed for students working for companies which have a need for regular communication with overseas customers, agents, etc Students who want to use this book should have a basic knowledge of English grammar and a small vocabulary In fact it has been assumed that students are familiar with the first three levels of the Cambridge English Lexicon (2207 words) Most words above this level are listed in the glossary” The book “Writing correspondence…E-mail…Fax…by English” by Nguyen Thanh Yen also is an interesting book about business correspondence All of these studies and books show ways to improve your business writing skills very effectively However, to improve the most effective commercial correspondence skills, it is necessary to find difficulties in the writing process In business, writing business correspondence is very important in the business of the LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com company, it may even be related to the success or failure of a company transaction In reality, most people still have some difficulties when writing business correspondence That is the reason why we choose the thesis “Mistakes in writing complaints and orders letter of Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company” 1.3 Aims to the study The aim of this study is to identify problems in writing complaints and orders letter and find out some solutions to improve writing complaints and orders letter of Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company The expectation is the staff of purchasing department of Northern Green Land Service and Real Estate Joint Stock Company can write complaints and orders letter correctly to achieve high efficiently at work 1.4 Research subject Real Estate is highly competitive one, every company requires their staff know English basically Nowadays, foreigner transactions are becoming more and more popular Thus writing business correspondence must be clear and understandable To improve writing complaints and orders letter skill, staffs of Purchasing Department need to understand the importance of writing business correspondence, know how to write letters correctly The finding of this study is beneficial for Northern Green Land Service and Real Estate Joint Stock Company These finding can be used to help Northern Green Land Service and Real Estate Joint Stock Company appreciate qualification of purchasing department Here are some questions to deal with the study What is the reality of the use of English of all staff in Northern Green Land Service and Real Estate Joint Stock Company, especially 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 writing complaints and orders letter of purchasing department? What are some solutions or suggestions used to help them? LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 1.5 Scope of the study This study focus improving writing complaints and orders letter skill of staff of Northern Green Land Service and Real Estate Joint Stock Company Moreover it is big problem, requires much time and effort Due to limited time, resources and knowledge as well as other conditions, the study carried out to find out mistakes in writing complaints and orders letter of purchasing department of Northern Green Land Service and Real Estate Joint Stock Company to help them improve writing complaints and orders letter skill to write complaints and orders letter correctly to achieve high efficience at work Thus, this study is valuable for the Purchasing Department of Northern Green Land Service and Real Estate Joint Stock Company 1.6 Research methodology Method of data collection from references is the method we choose in this study In order to collect data for this study, we follow through letter are sent and received from email and fax in December 2018 There are steps to conduct the survey: 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) Data Morphological Lexica Syntactic Mechanical l Verb Noun Articl Word Sentence Spellin Punctuatio Capitalizatio Error Error e Choice Structure g Error n Error n Error Error Error Error … Table 1: Sample of Error Log (adapted from Ferris and Hedgcock, 2005) LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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: Error Type Frequency of Percentage (%) Error Morphologica Verb Error Noun Error Article Error Lexical Word Choice Error Syntactic Sentence Structure Error Mechanical Spelling Error Punctuation Error Capitalization Error Total Table 2: Recapitulation of Errors 1.7 Organization of the study This study is divided into chapters as follow Chapter 1: The Overview of the study which including rationale, previous study, aims of the study, research subjects, scope of the study, research methodology and 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com REFERENCES https://www.freelancewriting.com/business-writing/business-writing-mistakes/ https://thebusinesscommunication.com/factors-to-be-considered-while-draftingcomplaint-letter/ https://www.google.com/search? hl=vi&authuser=0&biw=1318&bih=575&ei=72mGXPabJsma8QXb6LeYCQ&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 gwswiz.IQY9ZuPw6VA https://pdfs.semanticscholar.org/715d/944c110c12396b670a54e4a5106d452576f8.pdf LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com APPENDIX 30 complaint and order letters Order letter Dear Mrs Ally, 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 Best regards Ngân Purchasing department staff Order Letter Dear Mr Danie 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, vests, skirts) and 500 men's uniforms (2 shirts, vest, 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, you have a discount for us We look forward to hearing form you Yours sincerely Ngân Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Order Letter Dear Mr Robert 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 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 Trang Purchasing department staff Order Letter 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 will have to be served around 7:30 pm , so you should note the waiters to be attentive to this issue we look forward to hearing from you Yours sincerely Linh Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Order Letter Dear Sir or Madam We would like to book 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 Yours sincerely Hương Purchasing department staff Order Letter Dear Sir or Madam 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 Linh Purchasing department staff Order Letter Dear Sir or Madam 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 My company wants to put VIP36 training package for 36 months at Pride Fitness system valued at 48.9 million VND / episode package Each customer who buys a house with a package will go directly to you practice room and receive a gift card LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com We look forward to hearing from you Yours sincerely Lan Purchasing department staff Order Letter Dear Sir or Madam We want to book 10 luxury rooms and 40 standard rooms for 100 guests from the night of the 23rd31to noon on the 25th we look forward to hearing from you Yours sincerely Tuyen Purchasing department staff Order Letter Dear Sir or Madam 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 Vodka We look forward to hearing to you LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Yours sincerely Giang Purchasing department staff Order Letter 10 Dear Sir or Madam 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 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 90 days We look forward to hearing from you Yours sincerely Hương Purchasing department staff Order Letter 11 Dear Sir or Madam We want to put 50 5-storey wooden shoe racks with R 80 x S 30 x C 85 (cm)brown cockroach wings You delivered 18th Floor, Center Building, No Nguyen Huy Tuong,Thanh Xuan District, Hanoi You can ship your order 42 from December 10 to 12 We look forward to hearing from you Yours sincerely Thương Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Order Letter 12 Dear ms, Chi 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 songs as agreed We look forward to hearing from you Yours sincerely Hoa Purchasing department staff Order Letter 13 Dear Sir or Madam We want to put you in charge of printing leaflets for our projects We will book regularly and pay time after each month After each printing, please sending us the invoice and handover minutes for us to save and pay at the beginning of the 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 Nguyen Huy Tuong,Thanh Xuan District, Hanoi We look forward to hearing from you Yours sincerely Linh Purchasing department staff Order Letter 14 Dear Sir or Madam LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 90 days We look forward to hearing from you Yours sincerely Hương Purchasing department staff Order Letter 15 Dear Sir or Madam 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 750ml Ritaz Biscuits 380g Biscuits – Malaysia LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 90 days We look forward to hearing from you Yours sincerely Trang Purchasing department staff Complaint letters Dear Sir or Madam on 20/12/2018 we have ordered 20 printers and can read the information of your promotional party as follows: Offers and promotional gifts: From September 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 Yours sincerely Huong Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Complaint letter Last Saturday, we hired you to paint an office at 360 Giai Phong The bad thing is Monday morning when the employee went to work, the office is very messy and there are some missing papers When we checked the camera, your staff had taken the wrong place and left the other papers Please let your staff bring the documents back to us We look forward to hearing from you Yours sincerely Linh Purchasing department staff Complaint letter on 12/12 we had 500 merit frames, but when we received the goods, many merit frames were damaged dirty, there were 15 broken corners, 43 frames were molded and paint colors were peeled We will resend the broken frames as above, please renew the frame for me We look forward to hearing from you Yours sincerely Trang Purchasing department staff Complaint letter On December 11, I had placed 5,000 Vincity consultations to our Head Office, but I still have not received 5,000 consultations 66 today Your side will review the order to help me We look forward to hearing from you Yours sincerely Linh Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Complaint letter We have received the cost statistics sent by your branch, but the cost items and overlap, you review those items and send them back as quickly as possible to us before 12 ma today We look forward to hear from you Yours sincerely Quynh Purchasing department manager Complaint letter We have received the cost statistics sent by your branch, we have compared the cost data with the order and found there are cost items for Roman events and the VIn City event does not match application, you review those items and return them as quickly as possible to us before 12 ma today We look forward to hear from you Yours sincerely Quynh Purchasing department manager Complaint letter According to clause 2.3 of our contract, it is agreed that when our customers buy a house, go directly to your gym to receive a VIP package, but yesterday afternoon, our customers come and was rejected by your staff even though we contact you in advance Please review this incident We look forward to hear from you Yours sincerely Trang Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Complaint letter Yesterday we received 1000 vincity advisory books, but we found that 50 advice books were printed with different types of paper You review this issue to help me We look forward to hear from you Yours sincerely Trang Purchasing department staff Complaint letter We have placed 110 internal phones for Hai Phong branch, but when receiving my staff, We only receive 108 machines Please check the order to help us We look forward to hear from you Yours sincerely Trang Purchasing department staff Complaint letter 10 We have received your November bill and submitted it to the accounting department for final settlement But the costs of items 14 and 20 lack documents so they cannot be solved Please return the documents to us as soon as possible We look forward to hear from you Yours sincerely Trang Purchasing department staff Complaint letter 11 Last week we bought your company's 08 Plustek PN2040 scanner, but 01 of them operating is suddenly powered off and cannot be reached anymore, we hope you can exchange for us another new machines We look forward to hearing from you Yours sincerely Huong Purchasing department staff Complaint letter 12 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Last week we put 200 GQT1115 Tet gift baskets When we checked that gift basket , there were 12 baskets with Crackers Gery 200g Cake - Indonesia replaced by Crackers Gery 100g Cake - Indonesia Hope that your side will correct this problem We look forward to hear from you Yours sincerely Trang Purchasing department staff Complaint letter 13 About our 1500 raincoat order, in our 86 contract agreement our delivery date was yesterday, but we still haven't received the item, our order manager also called for you but no one listens to the phone You will receive this letter soon and reply to us immediately We look forward to hearing from you Yours sincerely Huong Purchasing department staff Complaint letter 14 We have received the invoice you sent, but the total bill is about million more than the original contract We sent gmail to confirm with you but we still haven't received a reply Hope you can tell me the cost of million incurred is what kind of cost We look forward to hearing from you Yours sincerely Trang Purchasing department staff LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Complaint letter 15 Dear Sir or Madam About the order of 1500 helmets we ordered in the last weeks, when we received the goods we checked and found 59 helmets were scratched and protruding Hope you can change these 59 hats for us We look forward to hear from you Yours sincerely Giang Purchasing department staff The survey A study of some obstacles in writing complaints and order letters in English of Purchasing Department of Northern Green Service and Real Estate Joint Stock Company Dear all staffs My name is Bui Thi Phuong Trinh The following questionnaire is designed for my research on the topic "Mistakes in writing complaints and orders of Purchasing Department of Northern Green Service and Real Estate Joint Stock Company" All information you provide is used only in this study and may not be used for any personal purpose Thank you very much for completing this questionnaire and helping me complete my research Please answer the questions below Thank you for your help Question 1: What is your education level? University & College High school Others Question 2: How long have you been working in the Purchasing Department? Less than year From year to years More than years LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Question 3: How frequently you write complaints and orders letter? Often Sometime Rarely Question 4: Do you feel confident in writing complaints and orders letters? Yes No LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... Northern Green Land Service and Real Estate Joint Stock Company, especially purchasing department? What are mistakes in writing complaints and orders letter of purchasing department of Northern Green. .. especially real estate However, there are still mistakes in writing complaints and orders letter of purchasing department of Northern Green Land Service and Real Estate Joint Stock Company English... title: ? ?Mistakes in writing complaints and orders letter of purchasing department of Northern Green Land Service and Real Estate Joint Stock Company? ?? 1.2 Previous study There has been a lot of research