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ABSTRACT This graduation aspires to have some specific solutions to difficulties in writing reply emails for the staff in Sales Department in Techcom Truong An Co ,ltd This is carried out within nearl[.]
ABSTRACT This graduation aspires to have some specific solutions to difficulties in writing reply emails for the staff in Sales Department in Techcom Truong An Co.,ltd This is carried out within nearly a month, with the main situations is the reality in writing reply emails of the staff The study mentioned general theories of reply emails, providing some criteria for comparison in the other parts of the study The results from the questionnaire survey and statistical analysis showed that the staff in the company still had to cope with a lot of problems during their writing reply emails process as well as other kinds of email Commonly found difficulties are belong to some main groups with their own features and characteristics such as: difficulties are related to information, issue is involved in applying theory in reality, problems have connection with specialist terms, and grammar problems Each group of them has their own roots, causes their own consequences There are some real stories for the readers to clearly imagine of these problems The results in the paper can also be improved by consulting some suggestions and recommendations in the last chapter of this study For information problems, recipients should acknowledge, ask for time to solve them immediately In terms of the theory which applied in real emails, it depends on each specific situation, the writer will wipe out some unnecessary parts and use suitable style When meeting specialist terms in processing documents, the writer should ask other people for advices, and self-improve every day And in a reply email, the writer should not use complicated structures or words The study also supply other useful tips and point to remember to help the readers “keep calm” when dealing with reply emails Luan van ACKOWLEDGEMENTS In the process of completing this graduation paper, I have received so much of helps, guidance and encouragements from many people Sincerely, I would like to express my gratitude to them for their enthusiasm and advises for me First of all, I would like to express my deepest thank to my supervisor, Vu Thi Thanh Hoa, MA who has offered me suggestions on how to shape the study and always been most willing to give me valuable advices, helpful comments, corrected my graduation paper as well as inspired me with her guidance and ideas I am also grateful to all teachers in the Faculty of English of Thuongmai University for their thorough training me with their previous supportive lectures in the last for years And many thanks to managers and staff in Techcom Truong An Co.,Ltd, who helped me a lot and provided very much useful information for me to complete this study Last but not least, as always I wish to take this opportunity to give my special thanks to my family, my friends for their understanding and encouragement throughout the preparation of this study This graduation paper has been completed with my great efforts However, errors and mistakes are unavoidable because of my limited knowledge Therefore, I am very willing to receive the reflection, sympathy and contribution from teacher to make my study more perfect Hanoi, 19th April, 2018 Nguyen Thanh Thao Luan van TABLE OF CONTENTS ABSTRACT i ACKOWLEDGEMENTS ii LIST OF ABBREVIATIONS v LIST OF TABLES AND FIRGUES vi CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale .1 1.2 Previous study 1.3 Aims of the study 1.4 Research subjects 1.5 Scope of the study 1.6 Research methodology 1.7 Organization of the study .5 CHAPTER 2: LITERATURE REVIEW .6 2.1 Definition of email and some theories 2.1.1 Definition of email and reply email .6 2.1.2 Importance of reply email 2.1.3 Essential qualities of a reply email .8 2.1.4 Classification of reply email .9 2.2 Structure of a reply email .9 2.3 Content in a reply email .11 2.3.1 Reply to a job applicant 11 2.3.2 Reply to enquiries .12 2.3.3 Reply to an order 13 2.3.4 Reply to requests for payment 15 2.3.5 Reply to complaints 15 2.4 When and How to write a reply email 16 2.4.1 When to write a reply email 16 2.4.2 How to write a reply email 17 CHAPTER 3: RESEARCH FINDINGS 20 Luan van 3.1 Data analysis 20 3.1.1 Result from survey questionnaires for TAG’s staff 20 3.1.2 Result from reply emails analysis in TAG 26 3.2 Summary of findings 27 3.2.1 Information problems 27 3.2.2 Theory about email problems 28 3.2.3 Email’s style problems 28 3.2.4 Specialist terms problems 29 3.2.5 Grammar problems 30 CHAPTER 4: RECCOMENDATIONS AND SUGGESTIONS 32 4.1 Some suggestions to overcome staff’s difficulties in writing reply emails 32 4.1.1 Solve information problems 32 4.1.2 Deal with applying theory and form of reply emails in reality 32 4.1.3 Cope with email’s style problems .32 4.1.4 Face with specialist terms problems 33 4.1.5 Deal with grammar problems 34 4.2 Some tips for writing emails 35 4.2.1 Use formal language 35 4.2.2 Use a proper form of closing 35 4.2.3 Message text 35 4.2.4 Style 35 4.2.5 Email abbreviations 36 4.3 Points to remember 36 CONCLUSION REFERENCES APPENDIX Luan van LIST OF ABBREVIATIONS Abbreviations Meaning in English Meaning in Vietnamese WTO World Trade Organization Tổ chức thương mại giới CEO Chief Executive Officer Giám đốc điều hành CO.,LTD Limited Company Công ty trách nhiệm hữu hạn TAG Techcom Truong An Công ty TNHH Techcom Limited company Trường An E.g Example Ví dụ URL Uniform Resource Locator Địa tài nguyên Luan van LIST OF TABLES AND FIRGUES List of tables Table 3.1: Staff’s frequency in writing reply emails in English .20 Table 3.2: Style is often used in a reply email .22 Table 3.3: The level of applying theory in writing reply email of the staff 23 Table 3.6: Staff’s common problems in writing reply emails 24 Table 3.7: Common problems in reply emails of TAG 26 List of figures Diagram 3.1: Staff’s opinion about the importance of writing reply email 20 Diagram 3.2: Staff’s frequency in writing reply emails in English 21 Diagram 3.3: Style is often used in a reply email 22 Diagram 3.4: Assess email’s inner quality .22 Diagram 3.5: Suitable time to write reply emails 23 Luan van CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale In today global world, where developing nations are trending towards global integration, openness is more prevalent in most countries Since then, the economy and society have continued to welcome new cultural flows into their country In Vietnam, after the country joined the major economic associations in the world such as WTO the country has many opportunities to learn and receive technical and information technology achievements in the world Gradually, the industries are also developing, including those that have not been developed in the past, such as information technology In this area, most of the achievements are inherited from the developed economy, so the content, knowledge, and approach are all related to English - the most popular foreign language in the world When working in information technology companies or in other fields, employees often have to deal with English documents, using English as a powerful tool to get things done In the process of translating documents, direct translations, writing e-mails to partners or clients of the company, communicating or consulting clients / foreign partners in English, there are many problems that cause English language users to have difficulty Recognizing the constant difficulties that arise, and through the practice of selfactualization, I found that understanding the causes and resolving them are really necessary To improve the quality of work people need to overcome, and overcome the barriers to work And for a student in English faculty, in my opinion, solving problems related to language practice at work is an effective way to improve work productivity And in a myriad of issues related to the practice of English for a graduate student in English and to start looking for a suitable job, emailing is one of the most important skills Business letters are one of the ways for any business to communicate with all of its stake holders These stake holders may include customers, suppliers, employees, shareholders, management, government and the public in general Proficiency in email writing is a process of cultivating and practicing in reality to accumulate experience and eliminate mistakes Professional emailing, especially customer and partner Luan van responses, demonstrates the hard-working of learning, working, and engaging with partners So hone in email writing skills is essential and should be one of the serious goals that commercial English students desire to pursue and achieve it 1.2 Previous study In general, theories or researches work on writing emails especially the reply email in a company, agency or organization is still a potential topic The previous researches related to this topic mostly discuss on theoretical and practical aspects, and the different types of letters, but very few essays or works in-depth study on other type of message However, these writings and works have also created a certain foundation for subsequent scholars to study and develop their own works A study on email focuses largely on email marketing, "The truth about email marketing," published in 2008 and written by Simms Jenkins Simms Jenkins is the CEO of BrightWave Marketing - the leading email marketing agency in the North American With the managing of Simms Jenkins, BrightWave Marketing has grown rapidly, building many relationships that have been ranked as one of the fastest growing private companies (according to Inc News) He is also the author of another book titled "The new inbox: why email marketing is the digital marketing hub in a social and mobile world" was released in 2013 His 2008 book mentions 49 truths about email marketing, they are mostly about development and social issues around email "Simms has the expertise to simplify the complex email world From e-mail marketing specialists to email-savvy fans, The Truth about Email Marketing can bring deep knowledge and thought-provoking information that we all can apply in online marketing and email marketing.” Among 49 truths the fact No 21 is a short essay on how to write email in general In addition, a Japanese book about email guidance is a very meticulous study The book is about a company specializing in stationery products, with two main Luan van characters are the new sales and PR staff, work under a general manager, and the other characters are the company’s partners Emails appear around the work situations of these characters: corporate internal mail, superior mail assignments to subordinates, quotation and appointments for client companies, mail between the PR department and advertising printing company In each situation will appear an email, called NG mail, means that the email content is not good (difficult to understand the word is not transparent, , and then analyze each step to see where is not good, how to fix, how to layout After analyzing each step and giving a layout for each situation, there will be a standard email rewritten in such a layout Because it is written in the form of simulation so it is very well and understandable, show out each part of the mail structure for what purpose, and which can be used structures, phrases From the basic knowledge and information in these above books, the reader can combine his or her personal research to improve their own correspondence in every single type of email In this study I focus on the way to write reply email by finding some common problems in my internship company in a short time, and suggesting some solutions for the difficulties 1.3 Aims of the study The study on writing reply email of staff in sales department aims to figure out an overview on writing strategies and procedure commonly employed in writing reply emails and other types of emails as well In details, my Graduation Paper aims at achieving some objectives: The first objective is studying some aspects of writing reply email skills in business correspondence The second purpose is to explore the real situation of writing reply email in Techcom Truong An Co.,ltd The findings and discussing some common problems occur in writing reply emails such as: presenting without a purpose, not informative enough, and other mistake in sentence’s structure… are hopeful that they will help to improve email writing skills of staff in Techcom Truong An as well as other students in English faculty Luan van The last but not least aims is providing suggestions to get an effective way in writing reply emails 1.4 Research subjects After a short time of practicing and working at Techcom Truong An Co., I have accumulated a lot of knowledge and experience It is notable to say that email writing is used quite a lot in the task assigned as a sales staff Thereby I learned many lessons, correct many mistakes in the practice of language and apply what has been learned and practical work So I found writing a graduation paper on this topic very necessary Although many departments of the company use English in their work, but because of the knowledge and material resources of the individual is limited, so I chose to study on the subjects who share the same work and work situation In conclusion the research mainly focus on the way to write reply emails of staff in Sales Department of Techcom Truong An Co., Ltd 1.5 Scope of the study The study focus on reply emails sent to foreign partners or abroad companies, so they require of effort and time to research and study However, due to the limitation of time and knowledge, my study could not cover all the aspects of this theme in this field I only focus the study on Techcom Truong An Co.,ltd 1.6 Research methodology This Graduation Paper is carried out with purpose of helping learners enlarge their writing email skills and “keep calm” when dealing with emails All of data in this Graduation Paper are mainly collected from the real emails in sales department of Techcom Truong An Co.,ltd, through reference books and documents in the Internet Website as well These data are divided into groups based on common characteristics, and then are carried out to analyze by using some methods such as: Qualitative Method, Quantitative Method, Comparative Method, Analytical Method… After gathering data, a procedure of analyzing data should be draw carefully This study is mainly carried out with observing ambient phenomenon As the internship time in the company is short, other information is collected by inviting some Luan van ... further comparisons with procedures and data analysis Chapter provides readers recommendations and suggestions to deal with writing reply emails - The last part is the conclusion of the study All... to a quotation Reply to an order Reply to asking about payment, transportation Reply to a complaint Reply to a request Reply to other recovery emails 2.2 Structure of a reply email We have discussed... 2.3.3 Reply to an order 13 2.3.4 Reply to requests for payment 15 2.3.5 Reply to complaints 15 2.4 When and How to write a reply email 16 2.4.1 When to write