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ACKNOWLEDGEMENT During this research project, I cannot complete my graduation paper without the help and encouragement from my lecturers and my colleagues It is a pleasure to thank all those people who make this study possible, for the guidance provided by my advisor and the great help and support from my colleagues I would like to express my deep gratitude to Mrs.Hoang Thi Thuy, my research supervisor, for her great patience and informative guidance, enthusiastic encouragement and useful critiques she provided during this research Moreover, my special thanks go to all my lecturers of Faculty of English at Thuong mai University for acknowledging me Finally, I wish to thank the manager of Essence Restaurant Mr Pham Van Hung and the CSM of Essence Hanoi Hotel & Spa Mr Duong Van Quan as well as all my co-workers who help me a lot thorough my probationary period and create a favorable condition for me to complete this research, to get more experiences and improve myself i Luan van TABLE OF CONTENT ACKNOWLEDGEMENT i LIST OF ABBREVIATIONS iv LIST OF TABLES ANF FIGURES .v CHAPTER I: OVERVIEW OF THE STUDY .1 1.1 Rationale 1.2 Previous study 1.3 Aims of the study 1.5 Research subjects 1.6 Scope of the study 1.7 Research methodology 1.8 Organization of the study CHAPTER II: LITERATURE VIEW 2.1 Communication 2.1.1 Definition of communication 2.1.2 Communication process 2.1.2 The importance of communication 2.2 Mistakes in communication .11 2.2.1 Definition of mistake 11 2.2.2 The differences between mistake and its synonyms (special error) 12 2.2.3 Types of mistakes in communication .13 2.3 Reasons for making mistakes 19 2.3.1 The subjective factors 19 2.3.2 The objective factors 20 CHAPTER III: RESEARCH FINDING AND ANALYSIS .22 3.1 Overview of Essence Restaurant and the fact of using English at Essence Hotel and Restaurant 22 3.1.1 Overview of Essence Restaurant 22 3.1.2 The fact of using English in Essence Restaurant .23 3.2 Finding and discussion .24 3.2.1 The roles of English communication skills in the Essence Restaurant 25 ii Luan van 3.2.3 The reasons for mistakes in English communication of the staff in Essence Restaurant 29 3.2.4 The affection of different cultures to make mistakes in communication of staff 31 CHAPTER IV: SUGGESTTED RECOMMENDATION .33 4.1 Increase Your Vocabulary .33 4.2 Think Before Speaking and Be Confident .34 4.3 Learn to Listen 34 4.4 Be Aware of Other People's Emotions 34 4.5 Don't Show Negative Body Language .34 4.6 Do Not Interrupt the Other Person 35 4.7 Empathise 35 4.8 Practice and Encourage 35 CONCLUSION 36 REFERENCES APPENDIX iii Luan van LIST OF ABBREVIATIONS JSC Joint Stock Company EPI English Proficiency Index CSM Customer Service Manager iv Luan van LIST OF TABLES ANF FIGURES Picture 1.1 2017 English Proficiency Index Picture 1.2 The communication process Pie chart 3.1 The frequency of communicating in English with guests at Essence Hotel and Restaurant 25 Pie chart 3.2 The importance of English communication skills .25 Pie chart 3.3 The frequency of making mistakes in communicating with 27 28 Bar chart 3.1 Kind of mistakes in communication 28 Bar chart 3.2 The most difficult mistakes for staff to correct 28 Bar chart 3.3 The subjective factors affect communicatiors in communication 30 Bar chart 3.4 The objective factors affect communicators in communication .30 Pie chart 3.5 The different cultures causes mistakes in communication 31 v Luan van CHAPTER I: OVERVIEW OF THE STUDY 1.1 Rationale In the recent decades, Vietnam has been more and more developing in the context of international integration Foreign languages in general and English in particular nowadays plays an important role in Vietnam to communicate with foreign people in daily life and in business 2017 English Proficiency Index report is the seventh report produced by the business It examined the English language knowledge and ability of adults in 80 countries According to this report, the EPI of the Vietnamese is 53.35 which ranks out 20 in Asia and 34 out 80 countries in the world This index is evaluated as medium level so we have to try more to speak English proficiently Picture 1.1 2017 English Proficiency Index To speak English proficiently, we not only have to learn but also practice English in daily life and work Only by practicing we can point out the mistakes that we make in communicating to correct it and improve ourselves It is the reason why Luan van I want to practice more after years of studying at Vietnam University if Commerce In the good environment and favorable condition, people not only can improve their communication skills rapidly but also other aspects I recognize that the Vietnamese tourism is more and more developing, especially hospitality and F&B service are the main line of business in this sector so I want to try in this area The demand for tourism products and services should require a more adaptive approach As tourists are more likely to shift from simple vacations as visiting and sightseeing to combine their vacation with learning more about the value and the lives of the local indigenous population, to develop themselves their own individual understanding of local cultures This genre of vacation has become known as “health tourism” (Spirit and Mind – Wellness Tourism) Essence Restaurant was located in the central of the Old Quarter, only five minutes walking from Hoan Kiem Lake The restaurant is attached to Essence Hanoi Hotel & Spa whose most guests are foreign people so it will be a good chance and condition for me to communicate with foreign people mostly by English After months of internship in Essence Restaurant, I recognized that in the environment of hospitality and restaurant, all the staff have to use English to communicate with guests every day because of many reasons First of all, they need to know the demand of the guests They only can meet the guest’s demand whenever they understand clearly what exactly the guests want By communicating with guests, the staff can know how the guests feel about of service quality Moreover, the guests who come from different countries have different cultures and customs that causes many difficulties for staff to make the guests satisfy with the quality of the service The staff have to prepare themselves the skilful communication skills to satisfy the most fastidious guests All of the staff in Essence Restaurant and Essence Hanoi Hotel have a thorough grasp of basic English skills, some of them use English proficiently However, there exists some common mistakes in communicating with guests because of the Luan van different cultures between each country Those mistakes make both speakers and listeners confusing and not understand clearly what the others mean so the staff always try their best to improve their English communication skills to make a good impression to the guests in the first time they come to enjoy any at any time the guests come back Being a staff at Essence Restaurant, I am aware of the important of this issue so I would like to propose the topic: “Common mistakes in communicating with guests from different cultures in Essence Restaurant (Hoang Duong Hotel., JSC) and suggested solutions.” to find some effective solutions for the staff correct and avoid some common mistakes in communicating and complete themselves 1.2 Previous study No research has been conducted on subject of linguistics In particular, there has no research on the common mistakes in communicating with guests or the differences of the guests from different cultures in communication This is the first research on this issue so it exists many shortcomings However, I hope this research will contribute a small part to improve the English communication skills of all the staff in the company 1.3 Aims of the study This study is aimed at finding out the using words and communicating with guests from different cultures At the same time, some common mistakes will be pointed out when staff communicate with guests and the reasons why staff had made these mistakes Some recommendations are suggested to correct these mistakes and improve staff’s English communication skills 1.4 Research questions Several questions are raised as follows: What is the importance of commiunication in life and in the restaurant operation? What are the common mistakes that staff had made in communicating with guests in Essence Hotel and Restaurant? Luan van Why did staff make these mistakes im communicating with guests? What should staff to correct these mistakes to improve their English communication skills? Luan van 1.5 Research subjects The study has been researched on the staff in Hoang Duong Hotel.,JSC in general and the staff in Essence Restaurant in particular They mostly are the receptionists, waiters and waitresses who direct contact with customers every day and clear up their queries How the customers get satisfaction from the staff and service, it depends on the way how staff talk to the customers, explain and solve their problems that they faced in time they use service of the company 1.6 Scope of the study Within this study, the researcher only focuses on the staff in Essence Hotel and Restaurant who directly communicate with guests to investigate the common mistakes that staff had made in communicating with guests and then give some suggested recommendation to correct these mistakes and to improve staff’s English communication skills The population involved in the study is 40 staff in total who are working as the receptionists, the waiters and waitress in Essence Hotel and Restaurant 1.7 Research methodology To complete this study, the combination of different methods has been applied, for example, a survey has been done to collect data or figures about the importance of English communication skills and some common mistakes in communicating with guests Then all of these figures will be analyzed and compared which kind of mistakes are more common when staff communicate with guests in Essence Hotel and Restaurant Moreover, analytical and synthetic information method have been applied to analyzed the reasons for making mistakes as well as the factors affect staff to make mistake in communicating with guests 1.8 Organization of the study Beside the acknowledgement, table of contents, appendix the thesis includes chapters: Luan van most difficult to correct The mistakes in communication include: word/ vocabulary, style, grammar, pronunciation and content According to the bar chart 3.1 which shows the kind of mistakes in communicating with guests in Essence Hotel and Restaurant, it can be seen that many staff make the grammar mistakes, it makes up 63.6% It makes up the highest ratio because in the restaurant they almost communicate with guests by face-toface oval communication so the meaning of the conversation is more important than the correct grammar Even staffs have some mistakes in grammar, the guests understand what staff mean and they not pay much attention of these mistakes The staffs make mistakes in vocabulary and pronunciation make up the same ratio which is 54.5%, the ratio of the mistakes in style and content is smaller, they are 18.2% and 9.1% respectively Many staff use word and pronounce incorrectly because of some reasons They had made using word because almost of the staff are the young who not have many experience and lack of vocabulary so sometimes they cannot express their opinion and ideas Moreover, they mostly learn about reading and writing skills for examination so they not have chance to practice English speaking skill Just a few of people make the mistakes of content because that they know which topic they should talk about and avoid some sensitive topics such the incomes, politics, racism,… The bar chart 3.2 which shows the most difficult mistakes for staff to correct, it can be seen the 45.5% staff agree that vocabulary and grammar mistakes are the most difficult to correct The mistakes as pronunciation, content and style make up 18.2% of the staff who are working at the Essence Hotel and Restaurant 3.2.3 The reasons for mistakes in English communication of the staff in Essence Restaurant The following questions point out some reasons which cause the mistakes in English communication of the staff in Essence Restaurant Question In communication process, the communicators are affected by some subjective or objective factors In your opinion, which factors you have been more affected? 31 Luan van Pie chart 3.4 The factors affect communicators in communication 32 Luan van Question Which kind of subjective factors affect you in communicating with guests? Bar chart 3.3 The subjective factors affect communicatiors in communication Question Which kind of objective factors affect you in communicating with guests? Bar chart 3.4 The objective factors affect communicators in communication The chart of the opinion the factors affect to the communicators to make mistakes in communication process shows that 90.9% of staff were affected by the subjective factors in communicating with guests in English The subjective factors includes lack of knowledge and experience, lack of attention, psychology factors or lack of communication skills In English, there are a lot field like grammar, vocabulary or the academic word,,, so the learner cannot know every things. The words may be over-complicated, unfamiliar and/or technical terms to many people This problem is not in the number of vocabulary and structure that you own, but 33 Luan van depends on how much you can remember and use it in real-life situations Unconfidence is the other psychology factor that cause mistakes when we communicate with others Due to the inaccurate pronunciation, the afraid psychology of speaking English and making mistakes, the ability to reflex with English is low so they often fall into a state of lacking of confidence and hesitant to speak Most English foreign leaners admit that fear of speaking English is one of the huge obstacle that limit them in communication Besides, only 9.1% of staff were affected by the objective factors in communicating with guests in English The objective factors may be physical barrier, different accents, the difference in perception and viewpoint or the expectations According to the chart of the objective factors affect the communicators to make mistakes in communication process, 45,5% off staff agree the different accents affect them a lot Other factors make up small ratio 3.2.4 The affection of different cultures to make mistakes in communication of staff The last questions are related to the opinion of the staff to the affection of different cultures to make mistakes in communication with guests in English Question 10 In your opinion, you think the different cultures caused many mistakes that you made in communicating with guests? 34 Luan van Question 11 If you do, what should you to correct the mistakes caused by the differences of cultures? Pie chart 3.5 The different cultures causes mistakes in communication According to the chart of staff’s opinion on the affection of different cultures to making mistake in communication, 90.9% of staff agree that the different cultures caused many mistake in communication with guests It is, because 90% of the customers of the hotel and restaurant come from different countries and cultures They have their own customs, use different words and speak different accents which cause many difficulties to the staff Staffs are confusing of the different between their Vietnamese and others cultures so they make mistakes unfortunately On the side, through the survey, someone said that in their opinion, the differences of cultures is not the biggest barrier in communicating that causes mistakes The important thing is the employee need to learn and gain knowledge from those cultures to adapt themselves in tourism workplace Otherwise, the last participants also suggest some solutions to avoid the mistakes caused by the different cultures They almost agree that staff should learn more about different cultures to get more knowledge and experiences 35 Luan van 36 Luan van CHAPTER IV: SUGGESTTED RECOMMENDATION Communication plays a vital role in human life Effective communication skills are fundamental to success in many aspects of life. Many jobs require strong communication skills and people with good communication skills usually enjoy better interpersonal relationships with friends and family Effective communication is a key interpersonal skill and learning how we can improve our communication has many benefits In communication process, perhaps people will make many mistakes because of the different reasons Even if it does not cause the big problems for the senders and receivers in communication, people should point out and realize their mistakes in communication as well as in life Then, they can make an effective communication and improve their communication skills as well as complete themselves All the staff of Essence Restaurant apprehend well what they should so they always try the best to improve their English skills, sparing with making mistakes as much as possible then enhance the service quality and make guests appreciate and satisfy with the service they had enjoyed at Essence Restaurant According to the above theories and the conducted survey, some bellow recommendations are suggested for the staff to correct some common mistakes in communicating with guests in Essence Restaurant and improve their English communication skills Hopefully, these suggestions could contribute to the improvement of all the staff and the development of company 4.1 Increase Your Vocabulary Improving vocabulary is key in mastering the specialized words used in business language You can easily improve your vocabulary through training software that offers a comprehensive range of exercises Learning commonly-used business idioms and abbreviations can also enhance your vocabulary Furthermore, you can research on the Internet in order to find the terminology used in the specific field that you are currently employed in It is important that you adopt an inquisitive approach towards learning, and find the 37 Luan van meaning of any business word that you are currently unfamiliar with A business dictionary can prove to be particularly helpful, since you'll be able to find the complete meanings for new terms and their relevant usage within business communication 4.2 Think Before Speaking and Be Confident Another adage that perfectly describes this point is ‘look before you leap’ You should think how your words are going to affect the person with whom you are communicating before making any comments That means you should try to connect with the feelings of the other person in order to show that you genuinely care about the conversation that is going between the two of you You should always be confident of what you are speaking and should take ownership of your words This is will increase the trust that the other people have in you and make the conversation flow more freely 4.3 Learn to Listen Listening is not the same as hearing; learn to listen not only to the words being spoken but how they are being spoken and the non-verbal messages sent with them. Use the techniques of clarification and reflection to confirm what the other person has said and avoid any confusion Try not to think about what to say next whilst listening; instead clear your mind and focus on the message being received. Your friends, colleagues and other acquaintances will appreciate good listening skills 4.4 Be Aware of Other People's Emotions Be sympathetic to other people's misfortunes and congratulate their positive landmarks. To this you need to be aware of what is going on in other people’s lives Make and maintain eye contact and use first names where appropriate Do not be afraid to ask others for their opinions as this will help to make them feel valued Consider the emotional effect of what you are saying and communicate within the norms of behaviour acceptable to the other person 38 Luan van 4.5 Don't Show Negative Body Language As the saying goes, ‘the first impression is the last impression’, hence you should always be careful when it comes to body language It is said that a typical communication consists of more than 50% non-verbal communication, which includes body language So if your body language is sending negative signals to the other person, the communication will probably break down in the process 4.6 Do Not Interrupt the Other Person It is very rude to interrupt a person while they are speaking Nobody likes to be interrupted because it hampers the thought process and it is disrespectful If you have to make an interruption and it is necessary for you to speak at the exact moment, then you need to make gentle interruptions Ask the person if you can interrupt him or her and say sorry, and whatever you wanted to say must justify your interruption 4.7 Empathise Empathy is trying to see things from the point-of-view of others When communicating with others, try not to be judgemental or biased by preconceived ideas or beliefs - instead view situations and responses from the other person’s perspective Stay in tune with your own emotions to help enable you to understand the emotions of others. If appropriate, offer your personal viewpoint clearly and honestly to avoid confusion. Bear in mind that some subjects might be taboo or too emotionally stressful for others to discuss 4.8 Practice and Encourage You must try to use as many relevant words as possible during your conversations with colleagues and peers Furthermore, recently learned business terminology can and should be incorporated into the presentations you give, so that you are able to gain confidence in your ability to use the terminology Offer words and actions of encouragement, as well as praise, to others Make other people feel welcome, wanted, valued and appreciated in your 39 Luan van communications If you let others know that they are valued, they are much more likely to give you their best Try to ensure that everyone involved in an interaction or communication is included through effective body language and the use of open questions 40 Luan van CONCLUSION To reach the aim at this study, the study was divided into four chapters with their own purpose The first chapter briefly covers the theories related to the study The second chapter presented the overview on the importance of English communication and some common mistakes in communicating with guests from different cultures of the staff at Essene Hotel and Restaurant The third chapter analyzed the data collected through the questionnaires to find out some common mistakes and the factors affect staff in communication The last chapter is some suggested recommendations to correct these mistakes and improve English communication skills of staff at Essence Restaurant Due to limited time, lack of sources and ability and other unexpected factors, it is obvious that the study has got a number of short-comings so this study could not cover all of aspects of the study Any comments and criticism will be highly appreciated for better further study 41 Luan van REFERENCES “Online Etymology Dictionary”, Harper, Douglas, Retrieved 2013-06-23 “A Mathematical Theory of Communication”, C.E Shannon. Math.harvard.edu Retrieved, 2017-05-01 “Why is communication important to human life?”, Hope Speak, December 16, 2014 “What is the difference between a mistake and an error?”, David Greenspan, Jul 1, 2013 “Contemporary Linguistics: An Introduction”, O'Grady, William; Dobrovolsky, Michael; Katamba, Francis (1996). Harlow, Essex: Longman pp. 4–7; 464–539 “Assessment of Articulation and Phonology”, Beech, John R.; Harding, Leonora; Hilton-Jones, Diana (1993). “Assessment in Speech and Language Therapy”, In Grunwell, Pam CUP Archive p. 55 “Communication Styles, Interperpersonal Effectiveness, Using The DiSC Profile”, Steve Giles, 06/10/2013 “What is Content?”, 2011 The Word Factory/Teaching That Makes Sense, Inc Luan van APPENDIX Questionnaire Topic: “Common mistakes in communicating with guests from different cultures in Essence Restaurant (Hoang Duong Hotel.,JSC) and suggested solutions.” The survey is carried out to point out common mistakes in communicating with guests from different cultures in Essence Hotel/ Restaurant Please answer the following question by circling the letter next to your choices or fulfilling in blanks Thank you very much for your time and suggestions Question How long you have worked in Essence Hotel / Restaurant? What kind of position have you worked as here? ………………………………………………………………… ……………… ………………………………………………………………………………… Question How often you have to communicate with guests in Essence Hotel / Restaurant? a Always b Often c Sometimes d Rarely e Never Question Do you think English communication skills is important for your working? a Very important b Important c Not really important d Not important Luan van Question How often you make mistake in communicating with guests in your workplace? a Always b Often c Sometimes d Rarely Question In your opinion, what kind of mistakes that you make in communicating with guests in your workplace? a Words/ vocabulary b Style c Grammar d Pronunciation e Content Question In your opinion, what kind of mistakes that you feel the most difficult to correct? a Words/ vocabulary b Style c Grammar d Pronunciation e Content Question In communication process, the communicators are affected by some subjective or objective factors In your opinion, which factors you have been more affected? a The subjective factors b The objective factors Luan van Question Which kind of subjective factors affect you in communicating with guests? a Lack of knowledge and experience b Lack of attention c Psychology factors d Lack of communication skills e Others ………………………………………………………………… Question Which kind of objective factors affect you in communicating with guests? a Physical barrier (noise, communication channel,…) b Different accents c Differences in perception and viewpoint d Expectations (People often hear what they expect to hear) e Others …………………………………………………………………… Question 10 In your opinion, you think the different cultures caused many mistakes that you made in communicating with guests? a Yes, I b No, I don’t Question 11 If you do, what should you to correct the mistakes caused by the differences of cultures? ………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………………………… …………………………………………………………………………………………… Luan van ... in the central of the Old Quarter In the past, this hotel and restaurant were in the same star hotel group with Hanoi Elegance Hotel then they were officially detached on December st 2013 The. .. with the quality of the service The staff have to prepare themselves the skilful communication skills to satisfy the most fastidious guests All of the staff in Essence Restaurant and Essence Hanoi. .. destination like Hoi An, Sa Pa Essence Restaurant which is one of the restaurants of Hoang Duong Hotel, JSC is located on the ground floor of Essence Hanoi Hotel Essence Restaurant was established
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