Thông tin tài liệu
THUONG MAI UNIVERSITY ENGLISH DEPARTMENT - - GRADUATION PAPER Topic: IMPROVING ENGLISH ORAL COMMUNICATION SKILLS OF EMPLOYEES IN RED WAREHOUSE SERVICE TRADING COMPANY LIMITED Supervisor : Hoang Thu Ba, MA Student : Nguyen Quang Huy Class : K54N4 Student Code : 18D170166 HANOI, 2022 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ABSTRACT The English language is a universal language and one of the simplest and easiest languages in the world It is the official language in many countries, and it is estimated that the number of people in the world that use English to communicate regularly is approximately 1.3 billion The English language is the dominant business language There are many reasons why people learn this language, such as international economics, tourism, technology, scientific articles, the Internet, the modern world language of media, etc All of that demands a good knowledge of English and excellent oral communication skills In reality, however, employees' English oral communication skills at Red Warehouse Service Trading Company Limited still not as good as expected Therefore, the research topic: “Improving English oral communication skills of employees in Red Warehouse Service Trading Company Limited,” is meaningful and necessary in both theory and practice to improve their oral communication abilities in the workplace The study deals with problems in communicating with English staff at Red Warehouse Co., Ltd The study presents the fundamental theories related to English oral communication skills to achieve the objectives as mentioned earlier The researcher carried out survey questionnaires among 27 sale staffs of Red Warehouse to get their opinion In addition, the study also gives some solutions to improve the staff's English oral communication skills Based on findings, some suggestions are presented with the hope that it might be helpful for employees at Red Warehouse CO., LTD in particular, and other companies in general to develop their oral communication skills i LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ACKNOWLEDGEMENTS While doing this graduation paper, I have received countless needed help, treasured opinions, and valuable words of encouragement from teachers, family, and friends This graduation paper would not have been possible without the help, motivation, and support from several people who most deserve my gratitude and appreciation First and foremost, I would like to express my deepest gratitude to my supervisor - Mrs Hoang Thu Ba, one of the enthusiastic lecturers, for her guidance and encouragement during my graduation thesis She is always willing to give me valuable advice and suggestions to complete this research well Thanks to the dedicated guidance, I have completed the graduation thesis most efficiently Without her help, I would not have achieved this graduate thesis I also would like to take this opportunity to show my sincere thanks to all my teachers at the English Faculty of Thuong Mai University for teaching and providing me with a lot of advice and helpful information to complete this graduate thesis Moreover, I owe sincere and earnest thankfulness to all the employees in Sales Department at Red Warehouse Co., Ltd, who helped me with valuable information by completing survey questionnaires In addition, I would like to thank all the authors of the books, magazines, and the other materials listed in the reference part for their ideas that have been reflected and developed in the graduate thesis Finally, I am greatly indebted to my family, especially my loving parents, for their continuous support during my study Thanks to their intense devotion, I have overcome the difficult times and completed this thesis Hanoi, 15th April 2022 Student Nguyen Quang Huy ii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com TABLE OF CONTENTS ABSTRACT i ACKNOWLEDGEMENTS ii TABLE OF CONTENTS iii LIST OF ABBREVIATIONS v LIST OF TABLES AND FIGURES vi CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale 1.2 Previous studies 1.3 Aims of the study 1.4 Research subjects 1.4.1 The subjects 1.4.2 Information about the Sales department 1.5 Scope of the study 1.6 Research methodology 1.6.1 Methodology 1.6.2 Questionnaire 1.6.3 Data collection procedures 1.6.4 Data analysis methods 1.7 Organization of the study CHAPTER 2: LITERATURE REVIEW 2.1 Overview of communication and communication skills 2.1.1 Definition of communication 2.1.2 Definition of communication skills 10 2.1.3 Types of communication skills 11 2.1.3.1 Verbal communication 11 2.1.3.2 Non-verbal communication 11 2.1.3.3 Written communication 12 2.3.3.4 Visual communication 12 2.3.3.5 Listening 12 2.2 Overview of oral communication skills 13 2.2.1 Definition of oral communication skills 13 2.2.2 Advantages and disadvantages of oral communication skills 13 2.2.2.1 Advantages of oral communication skills 13 2.2.2.2 Disadvantages of oral communication skills 14 iii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.2.3 The importance of oral communication skills 14 2.2.4 Barriers in oral communication skills 15 2.2.4.1 Linguistic problems 15 2.2.4.2 Psychological problems 19 2.2.4.3 Listening problem 20 CHAPTER 3: RESEARCH FINDINGS 22 3.1 The results of the questionnaire and data analysis 22 3.1.1 Personal information 22 3.1.2 Employee’s attitude toward oral communication skills 24 3.1.2.1 Employee awareness of oral communication skills 24 3.1.2.2 Attitude of employees toward oral communication with people 26 3.1.3 Common difficulties in oral communication skills 28 3.1.3.1 Linguistic difficulties 29 3.1.3.2 Psychological difficulties 30 3.1.3.3 Listening ability difficulties 30 3.1.4 Suggestions to improve employee’s oral communication skills 31 3.1.4.1 Improving oral communication skills for employees 31 3.1.4.2 Self-improving oral communication skills 32 3.2 Main findings and discussion 32 CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS 35 4.1 Recommendation for the company 35 4.2 Suggested solutions for employees 36 4.2.1 Linguistic solutions 36 4.2.1.1 Pronunciation 36 4.2.1.2 Grammar 37 4.2.1.3 Vocabulary 37 4.2.2 Psychological solutions 38 4.2.3 Listening solutions 38 4.3 Limitation of the study 39 4.4 Suggestions for further studies 39 CONCLUSION viii REFERENCES ix APPENDIX xii iv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF ABBREVIATIONS No Acronym CPI F&B IELTS NATO Red Warehouse Co., Ltd SPSS TOEIC Meaning in English Consumer Price Index Food and Beverage Service International English Language Testing System North Atlantic Treaty Organization Red Warehouse Service Trading Company Limited Statistical Package for the Social Sciences Test of English for International Communication Meaning in Vietnamese Chỉ số giá tiêu dùng Dịch vụ nhà hàng quầy uống Hệ thống Kiểm tra Anh ngữ Quốc tế Tổ chức Hiệp ước Bắc Đại Tây Dương Công ty TNHH Dịch Vụ Thương Mại Kho Đỏ Phần mềm phân tích thống kê Bài kiểm tra tiếng Anh giao tiếp quốc tế v LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF TABLES AND FIGURES No 10 11 12 Tables and figures Chart 1.1 Employees’ year of learning English Chart 1.2 Employee's certificate score Chart 1.3 Employee awareness of oral communication skills Chart 1.4 Frequency of practicing oral communication skills Chart 1.5 Frequency of oral communication with people Chart 1.6 Employee's attitude when communicating orally with people Chart 1.7 Frequency of oral communication skills difficulties Chart 1.8 Frequency of psychological difficulties Chart 1.9 Frequency of listening ability difficulties Table 1.1 Frequency of linguistic difficulties Table 1.2 Company solutions to improve oral communication skills Table 1.3 Self-improving oral communication skills Page 22 23 24 25 26 27 28 30 30 29 31 32 vi LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER 1: OVERVIEW OF THE STUDY The current chapter indicates the rationale and the previous domestic and foreign studies Most importantly, the aims of the study, the research subject, the scope of the study, and the research methodology Lastly, this chapter will also present the organization of the study 1.1 Rationale English is the most-spoken language globally, and it can be found spread far and wide While there is no official lingua franca for the planet, English is often used to communicate across nations This is because of several historical factors, most notably the patterns of colonialism by English speakers The world’s total population is approximately 7.8 billion in 2021 Out of this number, 1.35 billion speak English However, the majority of these are not native English speakers About 360 million people speak English as a first language In addition, up to 75% of letters and postcards worldwide are written in English English is also used for communication and discussion; most conferences and international competitions are conducted in English, such as the Olympics and Miss World competitions Also, diplomats and politicians from different countries use English to communicate English is the primary language in organizations like the United Nations, NATO, and the European Free Trade Association In Vietnam these days, we can see that English oral communication is an essential aspect of business success People who have appropriate oral communication skills and high interpersonal skills are more likely to get more opportunities to find good jobs and reach their career goals Thus, having good English oral communication skills has become more critical than ever Red Warehouse Co., Ltd is one of the companies that has made a significant contribution to the F&B industry, especially the wine industry, over the past few years since 2001 The Vietnamese market is preferred imports, and the company’s products are mainly imported directly from the manufacturer, plus the increase of the CPI in recent years, which also significantly impacts consumer spending In recent years, Vietnam has LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com been considered a potential market for foreign enterprises in investment funding, bringing many employees from abroad to come and work in Vietnam This is an excellent opportunity to increase Red Warehouse’s sales revenue and reach potential foreign customers, mainly because the products are imported Since the company specializes in importing products from abroad, the company's primary customers are foreign Not to mention, all products have transcriptions and information in English, and the wholesale and retail system is written in English So Red Warehouse Co., Ltd requires the employees to have a high level of English especially speaking and listening skills In addition, employees are taught basic communication skills in their training Of the skills, many employees consider oral communication the most difficult because it requires specialized knowledge and professional use of grammar and lexis to listen and reply to customers and customs procedures There are still some problems with using English in oral communication activities in small and medium-sized companies, where recruiting requirements are not strict Moreover, for companies with a workforce that does not have a particular specialization, employees who don't have to deal with documents or sales are not required to speak English During the experience as a trainee for one month in the sales department of Red Warehouse Co., Ltd, the researcher assessed the existing difficulties in English oral communication skills problems in the company Although English is necessary for work, due to no specific requirements on language proficiency and the nature of each department, employees face many difficulties in listening, speaking, and communicating in English Therefore, the researcher would like to conduct a study on “Improving English oral communication skills of employees in Red Warehouse Service Trading Company Limited.” In the hope that this research will provide Red Warehouse's employees and all students interested in the job related to commercial documents a relatively complete and detailed view of improving English oral communication skills LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 1.2 Previous studies There has been a lot of research on oral communication skills in recent years But most of them are research on students; there are only a few studies on employees’ oral communication skills but not much First are the most outstanding researches on students’ oral communication skills Abroad, there are exceptional research papers that should be mentioned, such as “Academic oral communication difficulties encountered by Yemeni postgraduate students in a Malaysian university” by Ali Abdullah Ali Alghail in 2019 and “Oral Communication Problems Encountering English Major Students: Perspectives of Learners and Teachers in Palestinian EFL University Context” by Abedrabu Abu Alyan in 2013 Both of these studies were conducted based on the qualitative analysis method to explore the oral communication difficulties faced by students The main challenges encountered in these two studies are students' incorrect pronunciation and limited vocabulary The study also shows that students have not formed the habit of listening and reading comprehensively Furthermore, the students could not coherently organize their ideas and meanings, and they seemed to lack confidence And finally, after clarifying the difficulties in oral communication of employees, both researchers came up with some solutions to solve these difficulties Besides, the researcher also found a foreign research paper using both quantitative and qualitative methods, which showed students' difficulties in oral communication The study is: “Oral Communication Challenges Encountered during the Instruction of English Language in Secondary Schools in Kenya” by Joseph K Kabellow in 2020 It was determined that the most common oral communication challenges faced by high school students were difficulty pronouncing certain English words, uneven classroom participation, the dominance of classroom discourse by a few learners, and learners not seek clarification or ask questions from their teacher In addition, the researcher also found some abroad studies about oral communication skills difficulties in the workplace: “A distinguishing factor: Oral LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com personal relationships, and share information Even when we barely know a bit of a language or its grammar, we can still easily communicate by learning vocabulary Having a linguistic problem can also be one of the causes of psychological difficulties Employees sometimes not feel confident to communicate cause they not have the linguistic competence to make them talk, so they think they will be criticized or ridiculed They are afraid of making mistakes; most are pronunciation, vocabulary, and grammar mistakes Therefore, employees tense to keep silent or avoid the conversation to maintain credibility in front of customers or colleagues The ability to listen is also essential in oral communication skills Active listening is the ability to entirely focus on listening to the speaker, understanding the message and meaning they want to convey The fact that employees can hear the other give the meaning can affect their ability to receive information, creating linguistic or psychological difficulties Poor active listening can make employees not understand the pronunciation of some words, therefore unable to improve their pronunciation, leading to employees’ lack of confidence and always in a state of fear of making mistakes and not want to communicate orally Last but not least, the environment The environment is an indispensable factor in developing oral communication skills A poor working environment will cause employees to lose interest in communicating with each other Creating an environment where employees can easily communicate is essential for the company A good environment will improve employees’ oral communication skills, boost their selfconfidence, and even make that working environment more professional Besides the difficulties employees face in the questionnaire when communicating orally, the researcher also offers valuable solutions for employees to improve their oral communication skills Based on the above research, chapter will suggest some solutions to improve the oral communication skills of Red Warehouse Co., Ltd employees 34 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS The researchers found that difficulties in oral communication skills seriously impact employees' ability to communicate orally Therefore, the researcher wants to propose some solutions for Red Warehouse Service Trading Company Limited employees in particular and service industry employees in general, to deal with problems of oral communication skills 4.1 Recommendation for the company According to Glenda Crosling (2002) in “Oral Communication: The Workplace Needs and Uses of Business Graduate Employees,” the first thing a company can is increase employee awareness of the importance of oral communication skills This awareness helps employees better understand the importance of oral communication skills, so they will be more motivated to practice improving their oral communication skills anytime, anywhere Second, the company can arrange more courses to improve oral communication skills for employees instead of letting employees actively enhance their oral communication skills without knowing where to start The company will establish a clear and fastest path to improving oral communication skills The third is to encourage foreign employees to communicate more with domestic employees This helps the domestic staff recognize the general rules of oral communication and recognize the mistakes they are making and improve them Improve the communication environment by encouraging, motivating, and creating opportunities to communicate orally so that employees are more motivated to communicate with each other And finally, the organization of communication contests in English seems unimportant; however, it has an irreplaceable role Participating in competitions and winning rewards will motivate employees to communicate orally, constantly practicing hard to achieve the highest reward 35 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 4.2 Suggested solutions for employees 4.2.1 Linguistic solutions 4.2.1.1 Pronunciation By referring to several research studies such as: “Pronunciation and Comprehension of Oral English in the English as a Foreign Language Class” by Nuria Edo Marza (2014) and “Improving your English Pronunciation” by Phillip Backley (2015) The researcher has drawn some solutions for employees as follows: The first solution is to listen to your pronunciation Try recording yourself while reading Then open it and listen again; note down the words said wrong This will make employees realize where they are wrong and how bad their pronunciation is Then practice pronouncing those words again, improving their pronunciation The second is slow down pronunciation Most English learners think that speaking English fluently means speaking quickly, which is a misconception It is challenging to say a word clearly when talking too fast, and thinking can become extremely difficult Speaking slowly helps employees to have time to think about what they are saying or will say, and it becomes easier to focus on pronunciation Next is to practice reading difficult words or tongue twisters Write those words down when encountering difficult words to pronounce in a particular passage or somewhere Then pay attention to the characteristics of those words, such as their pronunciation, syllables, and semantics Break them up into sections for long terms to make them easier to read Then practice pronunciation, and read these problematic words until fluent so that when employees see them again, they will know how to pronounce them Finding a partner to communicate with is also significant Getting feedback from someone else is essential Find a college that is also interested in improving their English Then speak with each other to find out the mistake If employees not want to communicate with their colleagues because they are shy, they can simply practice in 36 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com front of a mirror Watch how the tongue, lips, and shape placement when making certain sounds Then compare with how the native speaker pronoun that exact word Last but not least, pay attention to intonation and stress Good pronunciation is more than just mastering individual sounds It also understands the rise and fall of the voice, and some words in sentences are louder or more explicit than others Read poems, speeches, and songs aloud, focusing on word stress and intonation 4.2.1.2 Grammar Based on the research paper: "The Role of Grammar in a Secondary School English Curriculum" by Elley in 1975, the researcher has drawn some solutions to improve employees’ grammar The first thing employees can is to read a lot Reading is the secret factor to improving grammar skills When reading, different grammatical structures will be easily encountered; repeating other grammatical structures makes memorization easier Next is to use a grammar manual It is a beneficial idea to have a grammar manual nearby Whenever employees face a strange grammar structure, they can quickly reference it and help avoid any grammatical mistakes The third is to review the basics It is vital to spend time learning or studying the basic principles Do some research on the essential parts of speech and the common grammatical errors people tend to make The last is to write more Besides reading, wring is also a simple way to improve grammar The more time employees spend practicing wring using applicable grammar rules and techniques, the more sharpened their grammar will be There are many grammar quizzes online employees can take to improve their grammar skills 4.2.1.3 Vocabulary According to: “The vocabulary overview guide: A metacognitive strategy to improve vocabulary comprehension and retention” study by Eileen M Carr in 1985 and some other research, here are some solutions for employees to improve their vocabulary 37 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com The first thing is to build a reading habit Reading is not only helpful for developing grammar, but it is also helpful for improving vocabulary Seeing words appear in a novel or an article can be more beneficial than appearing in a vocabulary list In addition to recognizing new words, employees also know how to use that words Alongside reading, employees should use the dictionary and thesaurus Online dictionaries and thesauruses are valuable resources if used correctly Complete dictionary definitions can help guild employees through antonyms, root words, and related words, another way to learn vocabulary Next is to use flashcards The fastest way to build a large vocabulary is to learn some words through flashcards In today's digital age, various smartphone apps make flashcards convenient and easy to organize Therefore, learning a new word can become more accessible Finally, practice using new words in the conversation You can accumulate a large amount of vocabulary in this way Practicing speaking these new words in informal conversations usually does not matter about making mistakes Employees will gradually learn how to use these new words over time 4.2.2 Psychological solutions Maintaining a stable mind is also very important Employees can sometimes feel embarrassed, lack confidence, nervous, and withdrawn when communicating Those negative emotions will soon sometimes become a wall to prevent employees from conveying information most clearly and thoroughly To communicate most confidently, employees should sit up straight and keep their shoulders broad, prepare before speaking, make eye contact when addressing, and last but not least, take a deep breath before any conversation 4.2.3 Listening solutions According to Feruza Egamnazarove (2021), in “Improving English language listening skills, “ employees can use some solutions to improve their listening The first thing is to pay attention Attention is an essential component of active listening; besides 38 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com avoiding distractions and outside triggers, employees should pay attention through body language and oral confirmation Next is to ask open-ended questions which cannot be answered with a simple yes or no By asking the speaker for details, employees can get more information The third is paraphrasing; regular paraphrasing helps the communication process by keeping the conversation on track Employees can give some phrases like “so what are you saying” or “do you mean.” And the last is to get in tune with the speaker's emotions Learning to empathize can be difficult However, that is not impossible Employees can try watching for nonverbal cues, asking people how they feel beyond their thoughts, and understanding the reasoning behind someone's behavior 4.3 Limitation of the study Although the study’s findings could significantly highlight key Red Warehouse Co., Ltd employees’ oral communication skills difficulties, many limitations should be addressed here The first limitation is the participants; the study participants were 24 retail employees and wholesale employees; therefore, the obtained results can not be generalized The next is time limitation because the researcher only conducts the study for a short time Thus, there are still many difficulties that researchers cannot fully understand and clarify In addition to the above challenges, there are also some other insignificant difficulties such as lack of resources, researcher's ability, and other unexpected factors 4.4 Suggestions for further studies Based on what the researcher has discovered and the difficulties that the researcher has not had the opportunity to analyze The researcher proposes some interesting issues for future research studies Future research may analyze new Red Warehouse Co., Ltd employee difficulties Some suggested topics for the further studies: Red Warehouse Service Trading Company Limited employees’ ability to pronounce wine terminology 39 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Difficulties in actively listening to Red Warehouse Service Trading Company Limited employees A solution to improve the communication ability of Red Warehouse Service Trading Company Limited employees with colleagues 40 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CONCLUSION In a nutshell, this study was conducted to find out oral communication skills difficulties faced by Red Warehouse Service Trading Company Limited employees in the working environment, thereby offering valuable solutions to improve the oral communication skills of employees Employees’ difficulties mostly come from grammar, vocabulary, pronunciation, psychology, and listening Chapter included the rationale, aims, methods, scope, and design of the study so the readers can have an overview of the study Chapter introduced the theoretical background, including a summary of oral communication skills in English Chapter indicates the current oral communication skills situation, some difficulties, and major causes of employees in the company Finally, chapter proposes some solutions to improve oral communication skills in English for the employees and suggests some future research topics The conclusion contains the suggestions for further study, which were mentioned at the end of the study Nevertheless, the researcher cannot cover all the difficulties employees face because of time, space, experience, and knowledge limitations However, the researcher hopes this study will help Red Warehouse Service Trading Company Limited employees and service industry employees improve oral communication skills Any further comments and contributions to the perfection of this paper are highly appreciated The author hopes that further research will be carried out to explore deeply in this issue viii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com REFERENCES Foreign documents: Aarti R (2012), Four Types of Communication, Buzzle Abedrabu Abu Alyan (2013), “Oral Communication Problems Encountering English Major Students: Perspectives of Learners and Teachers in Palestinian EFL University Context”, Arab World English Journal, (Number 3), page 226-238 Afful-Broni, Anthony (2004), “Theory and Practice of Educational Leadership in Ghana”, Creative Education Journal, (Number 3), page 309-314 Ali Abdullah Ali Alghail (2019) “Academic oral communication difficulties encountered by Yemeni postgraduate students in a Malaysian university”, Issues in Educational Research, (Number 2), page 301-325 Brownell, J (1994), “Managerial listening and career development in the hospitality industry, International Journal of Listening”, (Number 8), page 31–49 De Fonseca (2000), Oral Communication Fundamentals and Strategic Practice Mexico City, Mexico: Editorial Pearson Education Daniel, I.O.A (2013), “Communication as socio-cultural meaning exchange The example of Richard Wright’s Black Boy”, International Journal of Applied Linguistics and English Literature, (Number 5), page 173-177 Debra M.Grace (2004), “Classroom strategies for improving students’ oral communication skills”, Journal of Accounting Education, (Numer 2), page 165-172 Eileen M Carr (1985), “The vocabulary overview guide: A metacognitive strategy to improve vocabulary comprehension and retention”, Journal of Reading on JSTOR, (Number 8), page 684-689 10 Elley (1975), "The Role of Grammar in a Secondary School English Curriculum", Research in the Teaching of English, (Number 1), page 5-21 ix LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 11 F Elizabeth Gray (2011) “A distinguishing factor: Oral Communication Skills in New Accountancy Graduates”, Accounting Education, (Number 3), page 275-294 12 Feruza Egamnazarove (2021), “Improving English language listening skill”, Academic Research In Educational Sience, (Number 1), page 28-32 13 Fracaro, K (2001), Two ears and one mouth, Super Vision 14 Giffin, K & B R Patten (1976), Basic Readings in Interpersonal Communication: Theory and application, New York: Harper & Row 15 Glenda Crosling (2002) , “Oral Communication: The Workplace Needs and Uses of Business Graduate Employees”, English Specific Purposes, (Number 21), page 41-57 16 Herta A Murphy, Herbert W Hildebrandt, and Jane Thomas (1997), “Effective Business Communications”, McGraw-Hill companies 17 Hornby, A.S (1995), Oxford Advanced Learners Dictionary of Current English, London: Oxford University Press 18 Idalberto Chiavenato (2006), Introduction to the General Theory of Administration 7th Edition: McGraw-Hill Interamericana, The Mc Graw Hill Companies 19 James C.McCroskey (1977), “Oral Communication Apprehension: A Summary Of Recent Theory And Research”, Human Communication Research, (Number 1), page 78-96 20 Joseph K Kabellow (2020), “Oral Communication Challenges Encountered during the Instruction of English Language in Secondary Schools in Kenya”, International Journal of Inovative Research & Development, (Number 2), page 225-232 21 Lunenberg, F.C (2010), “Communication: The process, barriers, and improving effectiveness”, American Journal of Industrial and Business Management, (Number 1), page 1-11 x LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 22 Martínez, A., and Nosnik (1998), “Practical Organizational Communication Management Manual”, Mexico: Editorial Trillas 23 Ntim, Stephen (2010), “Theory and Methods of Education: Psychological Perspectives on 1earning”, Takoradi: St Francis Press 24 Nuria Edo Marza (2014), “Pronunciation and Comprehension of Oral English in the English as a Foreign Language Class”, Journal of Language Teaching and Research, (Number 2), page 262-273 25 Norafini Zulkurnain (2014), “Oral English Communication Difficulties and Coping Strategies of Diploma of Hotel Management Students at UiTM”, Asian Journal of English, (Number 3), page 93-112 26 Phillip Backley (2015), “Improving your English Pronunciation”, Tohoku-gakuin 27 Ricky W Griffin (2012), “Management: Principles and Practices”, Thomson South-Western 28 Ruyter, K., & Wetzels, M G M (2000), “The impact of perceived listening behaviors in voice-to-voice service encounters”, Journal of Research, (Number 3), page 276-284 29 Wilkins, D (1972), “Linguistics in language teaching London”, UK: Arnold Domestic documents: Le Huong Hoa (2018), “English oral communication skills of People's Police University in the period of integrating”, Foreign Research Journal, (Number 3), page 58-74 Le Duc Tho (2018), “Research on the current status of oral communication skills of students at Danang Vocational College”, Science And Technology Journal, (Number 15), page 54-61 Nguyen Thi Dieu Huyen (2013), "A study on how to improve English oral communication skill through extra-activities for the first year English non-Major students in Hai Phong Private University”, English Education Journal, (Number 2), page 24-37 xi LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com APPENDIX SURVEY QUESTIONNAIRE This is a survey questionnaire for the study "Improving English oral communication skills of employees in Red Warehouse Service Trading Company Limited." Your answers will significantly contribute to the study’s success, and information related to you will be kept confidential Thank you! General information: What is your name? ………………………………………………… What is your gender? A Male B Female What position are you in? A Retail sales employee B Wholesale sales employee Survey question: Question 1: How long have you been learning English? A B C D Less than years to years to 10 years Over 10 years Question 2: What kind of English certificate you have? A TOEIC B IELTS C Other Question 3: What is your English certificate score? A B C D E TOEIC 650 IELTS 6.5 Other……… xii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Question 4: What you think about the importance of oral communication skills at work? A B C D Very important Important Normal Very unimportant Question 5: How often you practice oral communication skills? A B C D E Never Rarely Sometimes Often Always Question 6: How would you rate your listening and speaking abilities? A B C D Both of my skills are good Listening skills are not good Speaking skills are not good Both skills are not good Question 7: Who you often use oral communication skills to communicate with at work? (1 Never Rarely Sometimes Subject Often Always) Usage level Superior Colleague Customer xiii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Question 8: How you usually feel when communicating orally with people? (choose answers) A B C D E F G Confident Awkward Shy Timid Nervous Motivated Other:…… Question 9: How often you have difficulty using oral communication skills? A B C D E Never Rarely Sometimes Often Always Question 10: Which factor you encounter the most problems with when communicating orally? A B C D E F Pronunciation Grammar Vocabulary Psychological Listening ability Work environment xiv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Question 11: What difficulties you face when communicating orally? (1 Never Rarely Difficulty Incorrect pronunciation Lisp Using the wrong vocabulary Poor vocabulary Wrong tense Wrong word form Incorrect plural form Lack of self-confidence Lack of motivation Fear of being wrong Active listening Sometimes Often Always) Question 12: What you think the company should to improve your oral communication skills? (choose answers) A B C D E Show how English proficiency affects specific goals at work Organize oral communication skills courses for employees Encourage employees to use English when communicating Create opportunities to communicate with foreign employees Organize English contests Question 13: What should you to improve your oral communication skills? (choose answers) A B C D E F Improve your vocabulary Record your English pronunciation Speak English with foreign employees Practice speaking in front of the mirror Listen to music, videos, podcasts, etc in English Take courses to practice oral communication skills Thank you for answering the survey question! xv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... Difficulties in actively listening to Red Warehouse Service Trading Company Limited employees A solution to improve the communication ability of Red Warehouse Service Trading Company Limited employees. .. difficulties in listening, speaking, and communicating in English Therefore, the researcher would like to conduct a study on ? ?Improving English oral communication skills of employees in Red Warehouse Service. .. Overview of oral communication skills 2.2.1 Definition of oral communication skills Communication is the primary mode of interaction, and oral communication is one of its methods Oral communication skills
Ngày đăng: 21/10/2022, 09:44
Xem thêm:
