BANKING ACADEMY FACULTY OF FOREIGN LANGUAGES GRADUATION THESIS CHALLENGES IN USING ENGLISH LANGUAGE IN WRITTEN COMMUNICATION IN BANKING AND FINANCE SECTOR Supervisor Tran Thi Thanh Giang Student Nguye[.]
BANKING ACADEMY FACULTY OF FOREIGN LANGUAGES - GRADUATION THESIS CHALLENGES IN USING ENGLISH LANGUAGE IN WRITTEN COMMUNICATION IN BANKING AND FINANCE SECTOR Supervisor: Tran Thi Thanh Giang Student: Nguyen Le Thao Ngan Class: K20ATCB Academic Year: 2017 - 2021 Student ID: 20A7510125 Hanoi, May 2021 Tai ngay!!! Ban co the xoa dong chu nay!!! 17014125879081000000 CERTIFICATE OF ORIGINALITY I declare that the graduation thesis “Challenges in using English language in written communication in the banking and finance sector” is done by me under the guidance of Ms Tran Thi Thanh Giang Signature Name: Nguyen Le Thao Ngan Date: May 23th, 2021 i ACKNOWLEDGEMENTS First and foremost, I am really grateful to Ms Tran Thi Thanh Giang for the dedicated guidance and support during the course of this research for over the past two months The frequent meetings and review sessions were very much appreciated and provided a number of useful insights which aided in the completion of this research I would also like to thank all of the participants taking part in the interviews - the specialists, the analysts, the supporters, and the interns who are working for MSB Bank, TNEX bank and Ernst & Young Vietnam Ltd - helping me in implementing the interviews, getting valued information and discovering new findings for the research Finally, I would like to thank my family for all of the cheering and encouraging me, giving me strength to complete this research ii TABLE OF CONTENTS LIST OF ABBREVIATIONS vi LIST OF TABLES vii LIST OF FIGURES viii LIST OF APPENDIXES ix ABSTRACT .x CHAPTER 1: INTRODUCTION 1.1 Introduction 1.2 Background of the study 1.3 Objectives of the study 1.4 Significance of the study 1.5 Scope and limitations of the study 1.5.1 Scope 1.5.2 Research limitations 1.6 Definition of terms CHAPTER 2: REVIEW OF RELATED LITERATURE 2.1 Literature review .5 2.1.1 Communication process 2.1.2 Communication channels 2.1.3 Common communication barriers 2.1.4 Written communication in the workplace .10 2.1.4.1 Common forms of written communication in the workplace 10 2.1.4.2 Characteristics of effective written communication the workplace 11 2.1.4.3 Challenges to written communication in English the workplace .13 2.1.4.4 Strategies to deal with the challenges to English written communication in the workplace 16 2.2 Theoretical framework 17 CHAPTER – RESEARCH METHODOLOGY 20 iii 3.1 Locale of the study 20 3.2 Research design 20 3.3 Population and Sample description .21 3.4 Research instrument 23 3.5 Data collection procedure .26 3.6 Data analysis 26 3.7 Reliability and validity 28 CHAPTER 4: FINDINGS AND DISCUSSION 29 4.1 Use of English for written communication in the workplace 29 4.1.1 Common forms of written communication in English 30 4.1.2 Level of use .34 4.1.3 Target audiences .36 4.2 Challenges .38 4.2.1 Past challenges 39 4.2.1.1 Topical knowledge 39 4.2.1.2 Language knowledge 40 4.2.1.3 Affective schemata 43 4.2.2 Present challenges 44 4.2.2.1 Topical knowledge 44 4.2.2.2 Language knowledge 44 4.2.2.3 Personal attributes 45 4.2.2.4 Affective schemate .46 4.2.3 Summary 46 4.3 Solutions for the challenges 47 CHAPTER 5: CONCLUSION .50 iv 5.1 Summary of findings .50 5.2 Conclusion 51 5.3 Recommendation 52 5.3.1 Recommendations to workplace challenges in written communication in English .52 5.3.2 Room for improvement .53 REFERENCES 54 v LIST OF ABBREVIATIONS BELF - Business English as Lingua Franca HR – Human Resouces IT – Information Technology JD – Job Description vi LIST OF TABLES Table 1: Differences between internal communication and external communication 10 Table 2: Interview participants’ profiles 22 Table 4: Forms of written communication in English used by participants .31 Table 5: The frequency of using English for written communication 35 Table 6: Target audiences in English written communication 37 Table 7: Summary of challenges 46 vii LIST OF FIGURES Figure 1: The Communication Process Model Figure 2: Media richness levels Figure 3: Detail components of communicative competences 18 Figure 4: Steps for the thematic analysis 27 viii LIST OF APPENDIXES APPENDIX 1: INTERVIEW QUESTIONS 59 APPENDIX 2: INTERVIEWS TRANSCRIPT (VIETNAMESE) 63 APPENDIX 3: CONSENT FORM 77 ix