THUONGMAI UNIVERSITY ENGLISH FACULTY GRADUATION PAPER Topic Difficulties in writing English business complaint LETTERS OF employees at Airseaglobal Joint Stock Company Supervisor Student Le Thi Phuong[.]
THUONGMAI UNIVERSITY ENGLISH FACULTY GRADUATION PAPER TOPIC: DIFFICULTIES IN WRITING ENGLISH BUSINESS COMPLAINT LETTERS OF EMPLOYEES AT AIRSEAGLOBAL JOINT STOCK COMPANY HANOI – 2022 ABSTRACT Airseaglobal Joint Stock Company employees have a hard time writing English business complaint letters This is an important and relevant research question in both theory and practice when writing business letters in English with foreign partners As a result of this research on theoretical aspects of English-language business correspondence in particular, complaint letters written by Airseaglobal Joint Stock Company employees were also analyzed for their reasons and actual expressions using data collection methods such as surveys for employees and based on thirty complaints and orders written by Airseaglobal staff members As a result of the study, Airseaglobal Joint Stock Company employees' English complaint letter writing skills may get better Research is prone to mistakes because of a lack of time, knowledge, and practical experience To that end, I look forward to reading any and all feedback and recommendations that might help enhance the study i ACKNOWLEDGEMENTS Aside from my family and Airsea Global Joint Stock Company workers, my English Department teacher at the University of Commerce enthusiastically supported me while I worked on my thesis A special thanks to my teacher, Le Thi Phuong Mai, who has been a constant source of support and guidance for me during this process I appreciate all of her suggestions and suggestions for improvement throughout the writing and editing process In addition, she was constantly there for me and made it possible for me to finish my graduation paper First and foremost, I'd like to thank Ms Phan Thuy My, the director of Airsea Global Joint Stock Company, for her enthusiastic assistance throughout my internship and employment In addition, I'd like to thank the Documentary staff for all of their contributions, particularly for their insights and advice, which made my graduation all the more meaningful Thanks to everyone who has supported me during this process, particularly those who have been at my side the whole time, especially my parents Hanoi, March 20, 2022 The student Hà Đào Thị Hà ii TABLE OF CONTENT ABSTRACT i ACKNOWLEDGEMENTS ii TABLE OF CONTENT .iii LIST OF TABLES AND FIGURES .v LIST OF ABBREVIATIONS vi CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale 1.2 Previous studies .7 1.3 Aims of the study 1.4 Research Subjects 1.5 The study's scope 1.6 Methodology of research .10 1.7 Organization of the study 10 CHAPTER 2: LITERATURE REVIEW 12 2.1 Overview of business correspondence 12 2.1.1 Business correspondence .12 2.1.2 Importance of Business Correspondence 13 2.1.3 Types of business correspondence .14 2.2 Overview of business letter 17 2.2.1 Business correspondence that is formal 17 2.2.2 The aim and function of a business letter 18 2.2.3 Parts of business letter 18 2.2.4 Types of Business letters 21 2.2.5 When to write which type of Business letter 21 2.3 Overview of complaint letter 23 2.3.1 Complaint letter 23 2.3.2 Types of Complaint Letters 23 2.3.3 Factors to be considered while drafting complaint letter 23 CHAPTER 3: RESEARCH FINDINGS 25 3.1 Participants of the survey .25 iii 3.1.1 Education level of Airseaglobal staffs 25 3.1.2 Years of learning English 26 3.1.3 Timeserving in Airseaglobal., JSC 26 3.1.4 How frequently in writing complaints letters to the Airseaglobal? 27 3.2 Data collection instruments 27 3.3 The difficulties and errors in writing English business complaint letters of Airseaglobal staff 28 3.3.1 The difficulty in using grammar 29 3.3.2 The difficulty in using lexis 30 3.3.3 The difficulty in mechanical matters 31 3.3.4 The difficulty in composition .32 3.4: The main reasons for writing complaint letters 33 3.5 How to deal with difficulties in writing letters? 35 3.6 How is their attitude in self-study to improve writing complaint letters? .36 3.6.1 The importance of self-study in improving writing skills 36 3.6.2 Employees’ frequency of self-practice with writing business correspondence 37 3.7 Findings from the analysis 38 CHAPTER : RECOMMENDATIONS AND SUGGESTIONS 4.1 Suggestions to improve business correspondence writing skills of the staff in Airseaglobal Joint Stock Company 39 4.1.1 Suggestions for the staff .39 4.1.2 Suggestions for the company 40 4.2 Limitations of the study 41 4.3 Suggestions for further studies 41 CONCLUSION 42 REFERENCE 44 APPEDIX .45 iv LIST OF TABLES AND FIGURES Figure Business letters sample Figure Business memos sample Figure Business faxes sample .7 Figure Business email sample Chart Education level of Airseaglobal staffs 16 Chart Years of learning English 17 Chart Timeserving in Airseaglobal., JSC 17 Table How frequently in writing complaints letters to the Airseaglobal? 18 Table 3.3.1: The difficulty in using grammar 20 Table 3.3.2: The difficulty in using lexis .21 Table 3.3.3 The difficulty in mechanical matters 22 Table 3.3.4: The difficulty in composition 23 Table 4: The results of the recapitulation of mistake .24 Table 3.6 Employees’ strategies to handle with difficulties in business correspondence writing 26 Chart 3.7 The importance of self-study in improving writing skills .27 Chart 3.8 Participants’ frequency of self-practice with writing business correspondence 28 v LIST OF ABBREVIATIONS No Abbreviation English full name Vietnamese Meaning Airseaglobal ,JS Airseaglobal Joint Stock Công Ty Cổ phần C etc Company et cetera Airseaglobal Việt Nam Vân vân vi CHAPTER 1: OVERVIEW OF THE STUDY 1.1 Rationale Global economic integration has been a key trend in recent years, affecting many fields Vietnam and other rising economies need to integrate economically in the near future Vietnam has achieved tremendous modernization progress in the last 30 years The absence of physical, technical, and social infrastructures has made it impossible to meet the requirements of industrialization and modernization in an agricultural economy where 90% of the population work in agriculture The Vietnamese economy has entered the regional and global economies Aside from its fast expansion, the nation has other challenges, including trade integration With a large labor pool, Vietnam attracts foreign enterprises Aside from tourism and real estate, business English has been making a strong case As the world's economies interweave, business contact is crucial for importexport and logistics activities In this context, the use of skills in drafting business correspondence in English is a matter of concern Having good English skills is important in today's jobs, not simply during interviews Airseaglobal Joint Stock Company, where I work, is comparable It is required to understand English Sales deals with a lot of paperwork, contracts, and international partners As a consequence, they highly esteem your letter-writing skills During my internship, the staff made several errors, resulting in erroneous records and dissatisfied customers Writing complaint letters requires a broad variety of skills, not just English I chose to research "Difficulties in writing English business complaint letters of employees at Airseaglobal Joint Stock Company" to help the company's employees and to better prepare myself for future business writing jobs 1.2 Previous studies The researcher has uncovered a number of important works on business letters that convey the authors' worries about the problems of writing complaint letters and the solutions they provide to overcome them A number of studies have been carried out in an attempt to determine the most common errors and stumbling blocks that business letter writers go through To begin, there is a look at Mohamed Ali Mohamed Kassem's life and work (February 15th, 2017) Wikis were used to research the issue of "Developing Business Writing Skills and Reducing Writing Anxiety of EFL Learners." It is the goal of this research to determine whether or not wikis can help students at Prince Sattam bin Abdul Aziz University improve their writing abilities and alleviate their writing anxieties Sixty students were randomly selected for the control group, while thirty-six students were chosen for the experimental group The Writing Anxiety Inventory (WAI) and the Business Writing Skills Test (TBWS) were used to collect data A T-test was used to determine the change in mean scores between the two groups before and after the treatment Researchers found that following TBWS, the experimental and control groups had significantly different mean scores Furthermore, the study group's anxiety about writing was lower than that of the control group throughout the intervention We wanted to test whether using wikis might help students improve their business writing abilities and ease their writing anxieties According to this research, there are two methods to explain the findings At the outset, there is evidence that wikis aid students in honing their business-writing capabilities In terms of form, structure, substance, and method, the participants' success has substantially improved Students' business writing has benefited from wikis because of their collaborative nature Wikis have provided students with several opportunities to build a strong foundation for their collaborative endeavors In order to produce high-quality content, Wikis are used by the author It was shown that utilizing wikis may reduce students' anxiety and tension when they write, according to the research Students are less fearful of writing and more willing to take part in writing activities now than they were before The wiki's ability to reduce anxiety may be due in part to students' familiarity with computers Use of an online tool for business letter writing is seen as beneficial by students According to those who studied the data, using wikis to communicate with college students may be an effective method of writing business correspondence The study "An analysis of some techniques to improve writing English business letters", written by Vu Thi Huong Giang (2010) (Haiphong Private