(Luận văn đại học thương mại) problems and solutions for exporting and importing staff of dap cau garment joint stock company when negotiating and communicating with busin

ABSTRACT This study aimed to research the English oral communication problems and solutions used by Dap Cau Garment Joint Stock Company exporting and importing staff to communicate with business partners The participants in this study were exporting and importing staff of Logistics Department of Dap Cau Garment Joint Stock Company based in Bac Ninh, Viet Nam The instruments employed in this study were interview and observation It was found that exporting and importing staff when communicating with business partners had problems with listening comprehension and grammar usage, fluency, accents, producing word stress misplacement, cultural awareness and quality of voice The result also showed that the major common oral communication solutions used both the leadership and exporting and importing staff were asking business customers directly of what they did not get, making clarification requests, paraphrasing and generalization i LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ACKNOWLEDGEMENT Nowadays, Vietnam’s economy has many opportunities for development, the logistics service business is one of the potential economic development brings positive results for the country With the developing economy, logistics becomes a service that integrated many activities with high added value, bringing significant economic benefits Vietnam with favorable business environment, high growth opportunities promising to develop the service market in the near future Development of logistics in low and middle income countries can promote trade growth and benefit the whole business and quality assurance services However, the logistics industry of our country is still limited, so that can develop strongly need to consider many factors and development direction Dap Cau Garment Joint Stock Company is one of the Vietnam Garment Corporation which was born to meet the comprehensive strategy of logistics services development of the country on the domestic and foreign Dap Cau Garment Joint Stock Company is investing in the logistics industry to expand the multimodal transportation service with high potential Nevertheless, the staff’s skill must be professional enough in order to meet the need of the logistics development of the company Especially in the directional exchange with the business partner, how to negotiate and communicate efficiently to obtain the successful transaction Despite the limited skill in speaking and negotiating, at the present there are any thorough method that helps improve their skill Therefore, the topic “Problems and solutions for exporting and importing staff of Dap Cau Garment Joint Stock Company when negotiating and communicating with business partners” is the one that I extremely concern In this graduation paper I would like to bring a specific view on problems and solutions for negotiation and communication with business partners in logistics work ii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com With the help and guidance of the management and staff of Dap Cau Garment Joint Stock Company, I get knowledgement about negotiating and communicating in logistics transaction in practice I would like to send my sincere thanks to the teachers of Commercial English Faculty – Thuongmai University, the staff of the Logistics Department and especially the dedicated instruction from the supervisor help me complete this graduation paper – MS Nguyen Bich Hong During my completed process, I could not avoid certain mistakes I hope to receive the comments and help of the teacher to accomplish my graduation paper Hanoi, March 08, 2018 Student iii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com TABLE OF CONTENT ABSTRACT i ACKNOWLEDGEMENT ii TABLE OF CONTENT .iv LIST OF ABBREVIATIONS vi CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale 1.2 Previous studies 1.3 Aims of the study .5 1.4 Research Subjects 1.5 Scope of the study 1.6 Research methodology 1.6.1 Interview 1.6.2 Observation 1.7 Organization of the study CHAPTER 2: LITERATURE REVIEW .9 2.1 Concept of exporting and importing work 2.1.1 Exporting work 2.1.2 Importing work 2.1.3 The duty of exporting and importing staff 2.2 Definition of communication skills .10 2.2.1 Business communication skills 11 2.2.2 Differences between Business Communication and General/ Social Communication 13 2.3 English in business communication 14 2.3.1 The importance of English Oral Communication in the business work 15 2.3.2 English communication in exporting and importing work 15 CHAPTER 3: RESEARCH FINDINGS 17 3.1 Research findings about the problems when communicating with business partners of exporting and importing staff 17 iv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.1.1 The results of the interview 17 3.1.2 The results of Observation 22 CHAPTER 4: RECOMMENDATIONS AND SOLUTIONS 25 4.1 Plans of solving the problems of exporting and importing staff when communicating with business partners 25 4.2 Solutions for the problems of the exporting and importing staff when communicating with business partners 25 4.2.1 About the problems of communications barriers 25 4.2.2 About the problems of Misinterpretations and Assumptions 27 4.2.3 About the problems of poor listening skill 28 4.2.4 About the problems of wrong grammatical sentences 29 4.3 Conclusion for the solutions 30 CONCLUSION 31 REFERENCES 33 APPENDIX v LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF ABBREVIATIONS DAGARCO Dap Cau Garment Joint Stock Company EIS Exporting and Importing Staff vi LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale Nowadays, English has become an important part of the business of every entrepreneur It is an essential factor to help businesses take advantage of opportunities to exploit new markets as well as seek and negotiate with the foreign investors So it does in the Exporting and Importing Department, which is also called Logistics Department English knowledge is necessary to understand all the contents of exporting and importing documents such as invoices, packing lists, contracts and business partners’ emails When customers or business partners visit the Company to make direct transactions and examine quality of exported goods, boss or staff of Logistics Department are required good English speaking skill to communicate, socialize with foreign partners and make efficience deals with them However, there are about 40% of office staff can speak English at a relatively good level and it’s not an impressive number Most engineers and office workers only have the ability to read and understand specialized English, not to communicate and write in such language These obstacles have many times caused company not to immediately reply to foreign partners or make serious mistakes while handling international contracts due to the lack of English proficient staffs Based on the above practical needs, I would like to select the topic “Problems and solutions for exporting and importing staff of Dap Cau Garment Joint Stock Company when negotiating and communicating with business partners” as my topic I hope that my research on existing problems in negotiating and communicating skills and solutions to develop this condition in DAGARCO will help the company to have an overview and to set up plans for the company’s development in the future LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 1.2 Previous studies There are some previous studies about the communicating skills in business as below: The first study is the study of Dr Micheal Crewnal, his study researches the communication skills in business The main content of this study included the definition of communication and it is divided into three main fields: Oral (Presentation, Audience Awareness, Critcal listening and Body Language), Written (Academic Writing, Revision and editing, Critical Reading and Presentation of Data) and Non-verbal (Audience Awareness, Personal Presentation and Body Language) Then the author shows the reason why Business Communication is important: “Communication is the lifeblood of any organisation Whether it is issuing simple instructions at work, sorting out a tricky situation with a subordinate, lifting flagging morale, working out a better way to meet productivity targets, briefing your team on customer feedback after a product launch, or as CEO, getting your employees to buy into your company’s vision – communication is the pivot of any business venture, from start-up to global corporation” The next part he compares Business Communication to General/ Social Communication: “Business communication could be internal, that is, within the organisation between colleagues or between departments; or it could be external, for instance, a brand-building campaign for a company to shore up its image It could also include communicating with vendors, partner organisations, prospective clients or just the public at large” Whereas telephone and email were once the most often-used mediums, now online meetings, videoconferencing, teleconferencing, voice messages and even web chat and instant messaging are par for the course When it comes to a company targeting a large audience, videos, powerpoint presentations (PPT), blogs, apps, social media and television come to the rescue: “The study doesn’t have the problems and solutions when conduct the communication skills with business partners, it LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com just has the definition and classifications of communications skills in business.” The second study is conducted by C Ramakanta Sarma, the research paper is about the importance of good communication skills for business staff She points out the necessity of using communication skills in business works: “People in organisations usually spends 75 percent of their daily time on communication through writing, reading, listening, speaking, inter-debate etc Effective communication is an essential component for organisation success, whether it is the interpersonal intra group organisation or external levels A recent newspaper report said that during hundred of interviews, only five qualified for the employability It was not technically sound but they lacked in communication skills Communication skills are as important as technical qualifications for youngsters aiming at a bright career Communications hold the key Poor communication skills, low confidence levels and improper body language have resulted out in the job race The person recruited will have to deal with the global clients directly The command over the language and accent neutralization also play a vital role in the recruitment process.” The next point is the importance of communication: Communication raises aspirations:  Project the future in the present  Raise awareness Meet information needs  Motivates the people for a purpose Then the author analyze the characteristics of writing skills, reading skills, speaking skills and listening skills:  You must have patience  Openness and desire to understand  Concentration, intelligence and maintain eye contact  Think before you speak  Know your message LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com  Know something about the audience  Read inspirational or motivational books  Subscribe to newspaper, newsletters, periodicals journals of your interest to update your knowledge  Accuracy, appropriateness, attentiveness, to your audience, avoiding of ambiguity  Brevity or conciseness, brightness or  buoyancy  Correctness, clarity, consistency, concreteness The next one is a study of English oral communication skills in an undergraduate business and commerce curriculum of Crosling & Ward (2002) indicated that English oral communication skills were crucial in the workplace Employees in this field required effective communication skills were the most valuable On the other hand, if employees lack this core skill, they were at a disadvantage Moreover, in a sudy investigating the development of English and communication skills for modern business conducted by Riemer (2002), the results indicated that English communication skills were essential for any business man who aspired to carry out his or her professional practice in the workplace The results of the study also indicated that to prepare engineers for industrial demand, they should be trained to use all four English language skills especially listening and speaking in order to communicate effectively in the global business environment Hua & Kuar (2007) also concluded that effective oral communication skills were vital to business people, especially those who hold managerial positions because managers need to listen, explain, persuade, guide, coach, encourage, facilitate, and direct group members to meet the goals of individuals and their organizations Effective oral communication enabled individuals to be understood It also helped create understanding between LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com would make my pronunciation clealier and more exactly for business customers to understand - Staff 5: When communicating with business customers, I have problem with thought group, which is grouping word into phrases to make my ideas clear Thought group puts information in understandable chunks for business partners through my message  Question 5: Are you good at producing grammatical sentences ? How you conduct the right grammar fluently when speaking and what problems you meet when conducting it ? - Staff 1: About producing grammatical sentences, my sentence fragments sometimes lack a subject or verb Everyday I have to find the way to brush up my grammar such as chatting with foreign friends who are good at English grammar, that help me step by step conduct the right grammar fluently when speaking to business partners - Staff 2,3: When communicating with business partners, the matter that we usually meet is using two negatives in one sentence to indicate the opposite of what we actually mean To resolve this problem, we try slowing down our speaking speed, no one will hold it against us if we speak more slowly and clearly Selecting words carefully may also be seen as a sign of respect towards our business customer - Staff 4: My main problems when communicating with business customer is that running on the sentences that combine two or more complete thoughts without the proper punctuation between clauses In my opinion the best way to solve this problem is giving myself time to think, just relax, business customer often prefer a well – thought – out answer to a rushed one If I repeat this step many times, I think I would sound more fluent and would not feel the pressure of having to say something before I am ready - Staff 5: I myself usually misplace modifiers that either modify two separate words or appear to modify the wrong part of the sentence To face 20 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com with this matter, I try learning sentences, not only words When I learn a new word, I try to memorize a couple of sentences that contain it, through this way, I gradually know how to use them in a sentence  Question 6: What are the solutions that you want to propose for the oral communication problems of exporting and importing staff of Dap Cau Garment Joint Stock Company ? - Staff 1: When conducting the oral business communication with business partner, exporting and importing staff should directly ask them about what he/she did not get, seek a request for clarification - Staff 2: In my opinion,when communicating with business customer EIS should make something explicit through paraphrasing and generalization or the use of all – purpose words - Staff 3: I think the EIS should use repetition with a system of tones, ask business partner to spell out a word, ask them to repeat themselves in a louder voice, approximation by using other words that have approximately the same meaning - Staff 4,5: When conducting oral business communication, circumlocution or employing an indirect way of speaking and appealing for help from colleagues and focusing on keywords only are the effective solutions for the EIS to follow The results of the interview revealed that almost exporting and importing staff of Logistics Department of Dap Cau Garment Joint Stock Company have trouble with listening comprehension when foreign customers spoke too fast, producing grammatical errors when speaking and trouble during telephone calls Moreover, they also reported problems with using the plural forms of nouns and verb tenses correctly and their difficulties in understanding foreign accents, producing word stress misplacement and lacking or having insufficient knowledge of the cultural background of their customers, low fluency and trouble regulating the volume of their voice 21 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.1.2 The results of Observation After one month, with the permission of the director of DAGARCO I spent one month in the recently internship process observing all the exporting and importing works especially in the process of conducting the oral business communication of exporting and importing staff in the transaction place The followings are the results that related to the problems of exporting and importing staff when communicating with business partners through the observation process: - Staff 1: When conducting exporting and importing transactions, his oral communication skill has some problems: + He is usually asking business customers to repeat what they said when they spoke too fast especially through the telephone + When communicating with Chinese business partner, he forgot that Chinese not like much touching to greet and he shook hand with her when greeting + He focused on the delivery than the content when conducting oral communication with business partner + He made mistakes in the stress of words and rhythm of sentence + Sometimes he met problems with grammatical sentences such as lacking a subject or verb - Staff 2: Some problems related to oral communication of her that I obtained: + She produced grammatical errors when speaking to business partner + She looked directly at Indonesian customers without research their culture before meeting them Whereas, in Indonesia, looking directly at people considered to be disrespectful + She picked up on emotional words and did not hear the rest of the message 22 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com + She had problems with intonations such as the rise and falls in tone that make the “tune” of an utterance so she had to repeat her sentences because business partner didn’t understand + She used two negatives in one sentence to indicate the opposite of what she actually meaned - Staff 3: When observing his oral business communication I realized some problems below: + When conducting the English business communication through the telephone, he did not hear the business partner’s sentences clearly and asked them to repeat many times + He didn’t maintain eye contact with the USA business customer, which presented the disrespect to them In U.S.A people maintain eye contact while speaking to provide importance + He usually reacted too quickly before the message is completed + His English pronunciation was rather hard to listen because he comes from Nghe An – central of Viet Nam + When communicating with business customers, he usually used two negatives in one sentence to indicate the opposite of what he actually mean - Staff 4: When conducting oral business communication, she had some problems below: + She sometimes did not understand foreign accents and produced word stress misplacement and she had trouble regulating the volume of business partner’s voice + When communicating with business partner, she listened only for facts rather than trying to absorb ideas, allowed herself to be distracted + Her pronunciation was not clearly and exactly because she learned English when she was rather old + She ran on the sentences that combine two or more complete thoughts without the proper punctuation between clauses 23 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com - Staff 5: The main problems of this staff usually met that I observed through the oral business communication with business partner: + He had insufficient knowledge of cultural background of business customers Sometimes he forgot to research business partner’s information before conducting oral business communication + He tried to listen more than one conversation at a time, which includes the television or radio on while attempting to listen to business partners talk + He had problems with grouping word into phrases to make his idea clear + He usually misplaced modifiers that either modify two separate words or appeared to modify the wrong part of the sentence The results of Observation revealed the main problems that exporting and importing staff of Dap Cau Garment Joint Stock Company often face are problems related to listening comprehension and producing grammar, pronunciation and culture difference, misinterpretation and assumption On the other hand, when communicating with customers, they listened to their demands, analyzed the demands and send the analyzed information to the logistics department so that the staff could solve and prepare the papers, document and garment to meet the customer’s need The difference culture problem in communication was also solved with the skillful method They also use eye contact skill fluently, the look the person in the eye to demonstrate that they are focused on the person and the conversation They are of course be sure not to stare at the person, which can make him or her uncomfortable After the conversation, they gave feedback about the transaction that appeal the deals are successful or not, at the same time, they didn’t forget to give praise such as: “ Thanks for caring our products and services ”, “ Good job” 24 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER 4: RECOMMENDATIONS AND SOLUTIONS 4.1 Plans of solving the problems of exporting and importing staff when communicating with business partners Dap Cau Garment Joint Stock Company plans to open English Communication in Business courses so the exporting and importing staff would have environment to practice Business English Communication in the real cases when communicating with business partners In order to encourage staff to take part in training English courses and to achieve professional Business English skills, DAGARCO in general and Logistics Department in particular apply policies that offer higher slaries to all staff and officiers or the attractive bonus when making successful deals with business partners Moreover, DAGARCO would create the more comfortable atmosphere and environment for the exporting and importing staff and business partners that helps them make the deal easier and less stress such as set a delicious meal in a restaurant, a sport game match or a traveling tour The exporting and importing staff would be more flexible and fluent in handling and dealing with business communication with business partners 4.2 Solutions for the problems of the exporting and importing staff when communicating with business partners With the aim of improving the efficiency of making business deals in exporting and importing Works in the coming time in the context of international economic integration and fierce competition, Dap Cau Garment Joint Stock Company has set some solutions and directions for each problems as the followings: 4.2.1 About the problems of communications barriers Barriers to communication are a problem that exists in many conversation between exporting and importing staff and business partners across the globe, but with the right approach, these barriers can be completely 25 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com resolved or at least kept to a minimum The difficulties of communication between the employees and cusomers will happen during very trying times Being able to resolve these barriers in the business deal will make a difference in the conversation of the entire deal The Exporting and importing staff should a little research to learn who their business partners will be and find out some details about their background and experience If the counterpart have great deal of international negotiating experience, the staff can probably assume that cultural stereotyping (and any effort to modify their negotiating strategy accordingly) is likely to create new communication difficulties rather than solve old ones If the staff have trouble getting information about their business partners, they should ask an intermediary with contacts at that firm or organization to make inquiries for them (Be sure the intermediary understands that they are not authorized to make any commitments on their behalf.) If the exporting and importing staff discover that the person with whom they are likely to be communicating has little or no international or crosscultural experience, consider enlisting someone from the business partners’ culture to serve as their “second” in negotiations Rather than deferring to this adviser during talks, plan out signals in advance to indicate when they should take a break for additional advice In this manner, their cultural “guide” can help the staff size up the situation, coach them as needed, and even interject if they feels the staff have made an egregious error or misinterpretation The exporting and importing staff should listen carefully during talks If they are unsatisfied with the answers they receive, reframe their questions and try again If they are unsure about what the other side said, the staff should repeat what they think they heard.  It’s safe to assume that people living and working in different cultural settings often view or interpret the same events differently But in our era of globalization, it’s also true that we have more in 26 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com common on the person-to-person level than the staff might expect The staff should not ignore your intuition, and mind your manners 4.2.2 About the problems of Misinterpretations and Assumptions If there is time or the conversation are complex, the exporting and importing staff should write down the key points of what they need done before they approach their business partners The staff should refer to their notes as they give their instructions This way, the staff are able to stay on point without muddying the waters They should also ask their business partners to take notes For especially complex or important instructions, follow up their request with a note or email The staff should ask their business customers to repeat back what they said, either verbatim or point by point Make sure the partners understand what they say The exporting and importing staff should this without a condescending attitude, and watch their tone when they ask The staff should be trying to get instructions across, not be the smartest person in the room While the exporting and importing staff want to make sure their business customers are listening, they need to the same Do not give instructions while typing or going over paperwork If the staff’s mind is divided between several things, their instructions won’t be as clear If they are less than fully engaged, their business partners would take that as sign they not need to be either If the business partners give instructions by email or memo, the staff especially want to be clear Directness is crucial Try to communicate their intentions and instructions in no more than five sentences If this can not be done,the staff should use bullet points They should keep their communication serious and to the point Their business customers can’t see them and may not know when the staff are kidding Tone is especially crucial; reread their instructions or have someone else go over them before the business partners send them 27 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 4.2.3 About the problems of poor listening skill During a conversation an exporting and importing staff may be thinking of what the business partner want to say next or what they are having for dinner or anything except what the partner is saying One of the simplest things to foster effective listening is to concentrate If the staff find their mind start to wander, refocus on what the speaker is saying The staff should not be worry about what they missed, pick up the conversation and follow it The exporting and importing staff should put their eyes focused on the business customer, sitting forward slightly in their chair, arms and legs in an open and relaxed position are examples of body language that communicates true listening Take a second to become aware of what their nonverbal communication is saying to others If it is anything other than positive and attentive, the staff should adjust their position or move their arms or legs Nonverbal clues are even more important in a tense or difficult discussion It is still possible to be open and receptive even in the most challenging conversation Active listening is not simply muttering the occasional “uh-huh” or “right” during a conversation It means asking clarifying questions to make sure the exporting and importing staff understand what is being said, and interjecting small and appropriate commentary as needed Active listening will help they understand the real message behind the business partner’s words, which is often more than the mere facts of the conversation As it feels appropriate, check with the business partner to ensure that the staff have a clear understanding of what she/he is trying to communicate A simple way to this is by paraphrasing or repeating back what they heard.The staff should not be concerned with parroting the exact words; focus more on the intent or meaning of the words If they have not accurately understood what the business customer is trying to communicate, 28 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com paraphrasing is a good opportunity for them to explain the partners’ meaning in a new way 4.2.4 About the problems of wrong grammatical sentences The exporting and importing staff should learn about the the parts of speech. These are the types of words that make up the language, and they are nouns, adjectives, pronouns, verbs, adverbs, prepositions, conjunctions, interjections, and sometimes articles. To put sentences together properly, you must understand what the parts of speech are and how they function in sentences The EIS should also recognize points of view. In terms of grammatical person, English has three points of view, and each of those can be either singular or plural The points of view are: singular or plural first-person, singular or plural second-person, and singular or plural third- person Use proper word order is also the effective solution for develop grammar of the EIS English sentences are structured following the subject–verb–object order (such as “Andrea ran to the door,” not “Run to the door Andrea”) In general, articles come before adjectives, and adjectives come before the nouns they modify Modifiers should always be placed as close to their nouns as possible Furthermore, the EIS should punctuate sentences properly. Punctuation is an important part of language, because it indicates starts, stops, pauses, and relationships Capitalize the first letter of every sentence, and the first letter of all proper nouns (the names of customers and places).  When communicating with business partner, the EIS should pay attention to how other partners talk. Listen to how other business customers construct sentences, where they place words in sentences, how they say common phrases, and the vocabulary they use English has many rules and exceptions, so not be afraid to ask questions if you have any 29 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 4.3 Conclusion for the solutions Base on the data found in the study, the leadership of Dap Cau Garment Joint Stock Company utilized several strategies from both the achievement or compensatory strategies DAGARCO will train its exporting and importing staff how to appeal to their customers for help, paraphrase messages and use general words or terms in order to enhance understanding This indicates that DAGARCO has strong intentions to achieve communication goals rather than abandon their attempts to communicate In addition, the exporting and importing staff use the technique of approximation, or use another word with a similar meaning and circumlocution, or using indirect words or roundabout expressions to understand their customers and ensure smoother communication This showed a high level of confidence and a willingness to run communication effectively and to ensure collaborative communication with customers in a multilingual setting They also encounter a variety of more critical problems during interaction and use the strategies techniques used to sustain communication These strategies include paraphrasing, circumlocution, asking for repetition or emphasis, seeking clarification and avoidance of words, structures or topics These strategies are used to meet demands of ongoing communication Thus, the effective use of coping strategies is important for the EIS in all contexts 30 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CONCLUSION The exporting and importing staff of Logistics Department of Dap Cau Garment Joint Stock Company when communicating with business partners, all experienced some problems with English oral communication The major problems they encountered were with listening comprehension and grammar usage It can be assumed that the exporting and importing staff had limited knowledge of English and a limited exposure to English interaction with the authentic sources Although the employees encountered problems during these interactions, they made attempts to achieve their communication goals as can be seen from several uses of oral communication strategies The Dap Cau Garment Joint Stock Company used several strategies, including achievement strategies and avoidance or reduction strategies These results showed that in English oral communication situations with diverse linguistic and cultural backgrounds, the exporting and importing staff used oral communication strategies in order to establish effective communication Therefore, the English oral communication competence of the exporting and importing staff should be improved so that Dap Cau Garment Joint Stock Company can compete in the challenging ASEAN economic community as well as participate in the broader international community To improve the evel of English oral communication proficiency of the exporting and importing staff, it is important for both public and private academic sectors to seriously focus on the exact and existing problems of the speakers or learners so that the training course and curriculum can be customized and matched with the staff’s problems the most Both staff and leadership of Dap Cau Garment Joint Stock Company should be noted that communication strategies are parts of the language use and the using of communication strategies is not an indication of communication failure, but it 31 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com can enhance the communicative effectiveness Hence, by learning and practicing the use of oral communication strategies appropriately, the level os self- confidence and English oral communication proficiency of the exporting and importing staff may improve 32 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com REFERENCES Ali, F., & Kassim, H (2010) English events and skills needed at the workplace: feedback from the industry English for Specific Purposes, 29, (168 – 182) Bloomer, A., Griffiths, P., & Merrison, A (2006) Introducing language in use USA: Routledge Clark, L., Tinervia, J., & Zimmer, K (2000) Business English and communication U.S: McGraw- Hill Ellen, M (2001) Essentials of business communication USA: SouthWestern College Publishing Website: Wikipedia (2012) Cronbach’s Alpha en.wikipedia.org/wiki/Cronbach’s_alpha www.slideshare.net 33 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com APPENDIX Letter asking for participation April 1, 2018 Dear all participants, My name is Tieu Thi Hong Van I am studying Commercial English at Thuong Mai University I would to invite you to participate in my research study entitle “ Problems and Solutions for exporting and importing staff of Dap Cau Garment Joint Stock Company when communicating with business partners “ In this study, an interview will be held as an instrument to collect data Therefore, you will be asked to complete the interview All information will only be used for the purpose of the study The opinion data will be treated as confidential and will be destroyed after the completion of this study Your willingness to participate in this study would be highly appreciated Please use the following form to indicate your willingness to participate in this study Please take part in the interview on April 5, 2018 If you have any enquiry, please feel free to contact me at tieuvan292@gmail.com Thank you very much for your cooperation Sincerely yours, Tieu Thi Hong Van My name is _ I am willing to participate in Tieu Van’s study LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... the problems and solutions of them when communicating with business partners:  Question 1: What are the main problems of exporting and importing staff of Dap Cau Garment Joint Stock Company when. .. would like to select the topic ? ?Problems and solutions for exporting and importing staff of Dap Cau Garment Joint Stock Company when negotiating and communicating with business partners” as my topic... of the study The research scope of the thesis is limited to analyzing the problems and solutions of Dap Cau Garment Joint Stock Company? ??s exporting and importing staff in communicating with business