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[.]
INTRODUCTION
Introduction
English is the most widely used international language, facilitating communication among people from diverse countries regardless of their native tongues As reported by Ethnologue in 2021, while English ranks third in native speakers, it boasts nearly one billion non-native speakers worldwide and is utilized in over 140 countries The rise of global economic integration and the growth of multinational enterprises have established English as the standard for professional communication, encompassing both everyday conversations and formal written exchanges.
Despite the growing popularity of English in developing countries like Vietnam, effectively utilizing it in the workplace remains a significant challenge Although there has been a surge in English language teaching and the establishment of numerous English centers, many companies report concerns regarding their employees' proficiency in using English in professional settings This issue has prompted the researcher, a student from the Faculty of Foreign Languages, to investigate further.
- to do research on the difficulties in using English language in written communication in the banking and financial sector
The study collected and analyzed primary data on what challenges the professionals working in the banking and financial environment have faced.
Background of the study
Numerous studies have explored the use of English in the workplace, notably Cheng et al (2020), who examined the communication challenges faced by Canadian immigrants Additionally, Hu & Gonzales (2020) investigated the varying perspectives on writing in the workplace among employees for whom English is a Second Language.
Furthermore, Takino (2016) illustrated BELF users' stories in negotiating the challenges of using English in business communication Schachtebeck & Diniso
A study by (2017) identified barriers to career progression for Black African middle managers in the South African banking sector Similarly, Tram (2020) explored English oral communication competencies among business administration graduates in Vietnam, highlighting workplace perspectives While numerous research papers have examined challenges related to English usage in professional settings, there remains a significant gap in studies focusing on written communication, particularly within Vietnam's banking and financial industry.
Undergraduate students often overlook the differences between English used in academic settings and that in professional environments Fresh graduates frequently face challenges when applying their English skills in the workplace, leading to complaints from employers Mr Le Khac Hiep, General Director of ADT International Joint Stock Company, highlighted that many fresh graduates lack essential soft skills, including communication, presentation, and proficiency in foreign languages Despite various foreign language learning initiatives in Vietnam, these efforts have not yet translated into effective language use in business contexts.
In the workplace, effective communication is crucial, especially in the import and export sector, where many students may struggle with contract negotiations despite having basic English skills (Duong, 2020) This gap in communication abilities highlights the need for further research in this area.
Objectives of the study
The study aims at examining the challenges of using English language for written communication in the banking and financial sector Accordingly, the following research objectives are set to achieve:
Identifying the use of English for written communication in the banking and financial sector regarding common forms, levels of use and target audience;
Finding out challenges to written communication in English in the banking and financial sector;
Examining ways adopted to deal with the challenges
Significance of the study
This study examines the use of the English language in the banking and finance industry, identifying challenges and proposing improvements It serves as a valuable resource for banking and financial companies to understand the pros and cons of their work environment in promoting English language use among staff By leveraging this information, companies can tailor their training programs and workload distribution to enhance employee skills and optimize human resources Additionally, for students specializing in English for banking, finance, or commerce, the study highlights the workplace challenges of using English, enabling them to better prepare for successful careers Furthermore, it contributes a contextualized perspective to the research landscape in banking and finance.
Scope and limitations of the study
This study examines the challenges of written communication in English within Vietnam's banking and financial sector, focusing on institutions in Hanoi, which is a hub for economic and financial activities Participants included employees from both local and foreign-owned businesses, highlighting the high demand for English proficiency in the workplace compared to other regions Data was gathered through interviews conducted between April 28 and May 5, 2021.
A number of limitations came on the way of the study:
Limited access to the research population, i.e banking and financial professionals may restrict the wider coverage of the data
The study's findings are limited by a small sample size of just ten professionals, which restricts the ability to generalize the results to a broader and more diverse population within the banking and finance sector.
Time constraints also limited the researcher’s deeper insight into empirical research papers on the topic and professional skills needed for conducting a successful interview and analyzing the data
The data analysis from the interview was conducted by a researcher with limited professional experience, which could introduce subjectivity and potential bias into the interpretation.
Definition of terms
Written communication in the workplace involves writing for work-related purposes or business writing and conveying messages which can be expressed in a phrase, a sentence, a paragraph or multiple paragraphs
Challenge is “(the situation of being faced with) something that needs great mental or physical effort in order to be done successfully and therefore tests a person's ability” (Cambridge Dictionary, 2021)
Lingua francas are “languages used for communication between individuals for whom they are not the first” (Knapp & Meierkord, 2002)
REVIEW OF RELATED LITERATURE
Literature review
Figure 1 presents the communication process put forward by McShane & Glinow
Effective communication involves encoding a message into words, gestures, and symbols, which the sender transmits through various channels The receiver then decodes the message to derive meaning and provides feedback, creating a two-way communication loop However, this process can be hindered by communication barriers, often referred to as "noise," which can arise from psychological, social, and structural factors, affecting the clarity and effectiveness of the exchange.
Figure 1: The Communication Process Model
Note Reprinted from Organizational Behaviour: Emerging Knowledge and Practice for the Real World (5 th ed., p.271), by S.L McShane & M.A Von Glinow, 2010 Copyright 2010 by The McGraw-Hill Companies, Inc
Effective communication hinges on both successful encoding and accurate decoding According to McShane and Glinow (2010), four key factors significantly impact the effectiveness of the encoding-decoding process.
Ability and motivation to communicate: Both senders and receivers are skilled at using the selected communication channel and enjoy the task
Frame of reference: Both parties have similar “codebooks” to decipher the meanings of symbols, language, gestures and other signs used in the communication
Knowledge of the topic context: when both sender and receiver have a common understanding of the topic involved
Experience: the more skilled at using “codebooks” and the more familiar with the topic setting, the more effective the encoding-decoding process is
Communication channels can be categorized into two primary types: verbal and nonverbal Verbal communication encompasses the use of spoken or written words to share information, while nonverbal communication relies on gestures, body language, signs, and symbols Each type possesses unique strengths and weaknesses in effectively conveying messages.
McShane and Glinow (2010) defined two key considerations for choosing the appropriate communication channels:
Choosing the right communication channel depends on the preferences of the organization, individual users, or the symbolic significance of the medium While some companies prefer telephone conversations, others find email or instant messaging to be more effective in their workplace communication.
Choosing the right communication method should align with an individual's personality and past experiences Social acceptance plays a crucial role in how media is perceived; for instance, announcing layoffs via email or text may be deemed inappropriate in certain contexts Ultimately, the appropriateness of the communication medium—whether professional, formal, or stylish—depends on prevailing social norms.
Note Organizational Behaviour: Emerging Knowledge and Practice for the Real World (5 th ed., p.271), by S.L McShane & M.A Von Glinow, 2010 Copyright 2010 by The McGraw-Hill Companies, Inc
Media richness, as defined by McShane and Von Glinow (2010), refers to the volume and variety of information that can be conveyed within a specific timeframe The most effective communication channels exhibit a high level of richness, facilitating the transmission of complex and nuanced messages.
Effective communication involves eight diverse cues and instant feedback, particularly evident in face-to-face interactions where both verbal and non-verbal cues are utilized In non-routine situations that require quick responses to unexpected issues, rich media channels prove to be most effective Conversely, for routine scenarios where detailed information is necessary, communication channels with lower richness are more appropriate.
Ambiguity significantly impacts effective communication, as shown in figure 2 In situations where clarity is lacking and there is a need for quick feedback, relying on lean mediums like email can lead to misunderstandings and delays Conversely, addressing straightforward or routine matters through in-person meetings can be inefficient and time-consuming.
Effective communication, whether verbal or written, is essential in the workplace for individuals of all ages, genders, and positions However, various obstacles can hinder this process, making communication challenging When communication breaks down, it can lead to difficulties in building and maintaining relationships with colleagues, leaders, and clients.
Dr K Usha Rani, an Assistant Professor at KL University, identified five key communication barriers: Attitudinal, Behavioral, Cultural, Language, and Environmental She emphasized that attitudinal barriers arise from differing attitudes and values, where individuals may exert power over others through tasks, promotions, or dismissals Additionally, behavioral issues, characterized by bias, generalizations, and stereotypes, contribute to communication breakdowns Cultural differences necessitate empathy between communicators; without it, effective communication is unlikely Larkey (1996, as cited in Cacciattolo, 2015) also highlighted the significance of cultural differences in communication.
Interpersonal conflicts among educators arise from their unique styles, perceptions, values, and beliefs, negatively impacting both individuals and groups Additionally, language barriers, including jargon, slang, and varying language levels, hinder effective communication, even among speakers of the same language Contextual factors, such as physical settings and communication situations, further influence the effectiveness of interactions.
Effective communication faces several roadblocks, including language barriers, industry jargon, and physical barriers, as highlighted by Dr K Usha Rani and the Indeed Editorial Team (2020) Another significant challenge is information overload, which occurs when individuals struggle to process excessive information within a limited timeframe, leading to unchecked feedback and potential misinterpretation of information This concept of "noise" in communication is further supported by McShane and Von Glinow (2010).
Differences in communication style can also put a strain on those concerned Indeed
Editorial Team (2020) explained this concept by dictating individual preferences over simplicity vs generalities or verbal vs non-verbal languages
The Principles of Management (2010) highlight key factors that hinder effective mean-sharing, particularly gender differences and emotional disconnect Women often rely on intuition and verbal communication, while men typically prioritize actions, data, and directives Without awareness of these contrasting styles, misunderstandings are likely to arise Additionally, an upset communicator may struggle to convey their ideas or emotions effectively.
Looking at the environmental aspect, Borkowski (2011, p.83) introduced more new concepts: managerial philosophy, power/status relationship or multilevel of hierarchy
Cacciattolo (2015) identified various environmental factors that hinder effective communication within organizations, including organizational structure, corporate culture, work patterns, and communication flows These challenges are collectively referred to as organizational barriers.
2.1.4 Written communication in the workplace
2.1.4.1 Common forms of written communication in the workplace
Effective communication within an organization can be categorized into two main types: internal and external communication Internal communication refers to the exchange of information among members of the organization, while external communication involves interactions with outside parties Each type has distinct characteristics, as outlined in Table 1.
Theoretical framework
English has emerged as the primary language of communication in the banking and financial sector, making English written documents essential for banking services Consequently, proficiency in English for effective written communication is highly valued in this industry.
Past studies in the field have focused on various objectives and frameworks, often emphasizing needs analysis to develop suitable English communication courses for tertiary education or language training centers While some research has concentrated on writing accuracy or specific linguistic features, others have explored the relationship between text types and the challenges faced in workplace English writing However, there is a notable gap in examining the challenges of written communication within the banking and financial sector through the lens of communicative competence Additionally, limited research has been conducted in Vietnam, leaving new graduates in English for banking and finance struggling to understand the practical application of English writing in their professional lives These job seekers often face uncertainties regarding the real challenges of written communication and how to effectively address them.
Models of communicative competence clarify the use of language and outline the necessary abilities for effective communication This theory, pioneered by Chomsky in 1965, emphasizes the diverse skills required to achieve successful interactions.
In 2012, the concept of "Communicative competence" was initially defined as the linguistic knowledge encompassing lexical, morphological, syntactic, semantic, phonological, and phonetic rules Hymes (1972, as cited in Piggin, 2012) expanded this model by incorporating the practical use of language Building on this foundation, Canale and Swain (1980, as cited in Piggin, 2012) introduced a framework consisting of three key competences: grammatical competence, sociolinguistic competence—which emphasizes the appropriate use of language in social contexts—and strategic competence, which involves strategies for overcoming communication failures.
(2010, as cited in Cheng et al., 2020) provided a comprehensive model of communicative competence in which various language abilities are explored
This communicative competence model is comprehensive in the way that it addressed not only four factors influencing the decoding-encoding process (see 2.1.1) but also many communication barriers mentioned in 2.1.3
Figure 3: Detail components of communicative competences
This study addresses the research gap by exploring the challenges of English writing within Vietnam's banking and finance sectors The findings aim to enhance awareness among the target group and contribute to the contextual understanding of these issues.
Age, personality, gender, experience, nationality, attitude
Background knowledge of the topic written/spoken
Strategies adopted to deal with communication breakdown
19 the research topic can be created Three research questions in the study are attempted to answer:
1 How do Vietnamese banking and financial professionals use English for written communication at work?
2 What communication challenges have they faced?
3 How have they dealt with them?
Question 1 helps identify types of written communication in English, frequency and audience The factual information gathered will set a specific context for understanding challenges the subjects have
Question 2 will seek answers for an insight into the difficulties they experience
Question 3 is intended to understand strategies or measures the banking and financial professionals adopted to overcome challenges
RESEARCH METHODOLOGY
Research design
The study employed a cross-sectional interview-based design to effectively explore the perceptions of financial and banking employees regarding the challenges they face in English written communication at work This approach is particularly suitable for capturing a comprehensive overview of the issue, as cross-sectional studies typically involve a single interaction with the study population, allowing researchers to gauge the prevalence of specific problems or attitudes Additionally, interviews facilitate in-depth exploration of "why" or "how" questions, enabling a richer understanding of participants' attitudes, opinions, and perceptions through open dialogue with the researcher.
To conduct effective research, it is essential to clearly define the research problem, identify the study population, select an appropriate sample, and engage with respondents to collect the necessary information.
Population and Sample description
Participants Gender Position Working experiences
D Female Marketing more than 6 months
University of Business and Technology
A total of 10 participants were chosen from different working positions in the financial and banking institutions
The participants in this study had work experience ranging from 2 months to 3 years, and the researcher utilized familiar networks for convenience in accessing them While this sampling method may pose concerns regarding credibility, as noted by Miles & Huberman (1994) and cited in Creswell (2013), it facilitated the collection of diverse data Consequently, sample size and sampling strategies were not critical factors in the selection process A detailed profile of all participants is presented in Table 2 The primary objective of the qualitative research was to explore diversity, leading to one-on-one interviews conducted until no new information emerged.
Research instrument
The study utilized in-depth interviews to explore the perspectives of financial and banking employees regarding their experiences with English writing tasks It aimed to identify the challenges they encounter and the strategies they employ to overcome these obstacles This method allowed the researcher to gain deeper insights into participants' thoughts and views on the issues, as highlighted by Tuckman (1972, as cited in Cohen et al.).
In 2007, it was noted that participants in a questionnaire survey often merely select options without providing detailed insights into their problems or potential solutions In contrast, conducting interviews fosters a more conversational atmosphere, encouraging participants to share more openly This human touch in data collection enhances the richness of the information gathered compared to the impersonal nature of form-filling in questionnaires.
The semi-structured interviews featured a predefined set of questions, enabling the researcher to explore vague responses, new ideas, or unexpected topics in greater depth This interview format enhances the ability to compare participants' answers while making the questioning process more flexible and engaging (Burns, 2010, p.75).
The interview comprised four demographics and included one to two dichotomous questions based on the interviewees' responses, alongside eight to nine open-ended questions targeting three key areas relevant to the research objectives These areas included: (1) the current state of written communication in English within Vietnam's financial and banking sector; (2) challenges faced in English written communication in this field; and (3) measures implemented to address these challenges The majority of the questions were designed to be open-ended, aiming to elicit detailed information about the topics under investigation, as outlined in Table 3, which presents the main questions proposed for the semi-structured interview.
Focus of research Sub focus area
Discover the current situation of
English written communication in the banking and financial sector
Degree How much on average is your work time spent on English writing activities every day?
What English writing tasks do you perform?
Who does your English written communication get involved with? (co- workers? customers?)
Understand the challenges to written communication in
English in the banking and financial sector
Tell me about your current challenging experience in performing English written communication in your workplace
How did you feel when you first performed written communication in English?
Can you describe your most surprising experience when you wrote a message or a paper in English in your workplace?
Tell me about your initial difficulties you encountered in English written communication
Identify measures taken to overcome the challenges
What are you doing now to fix the current problem with your English writing tasks?
How did you overcome the previous obstacles?
Table 3 : Tentative questions for the semi-structured interview (adapted from Muhtarom et al., 2019)
Conducting interviews is a common method in qualitative research that allows for an in-depth exploration of specific topics However, closed-ended questions can pose challenges for participants, as they require individuals to formulate their own responses without provided options Therefore, it is essential for researchers to approach questioning with tact to create a comfortable environment for participants As noted by Decarlo (2018, p.369), conducting interviews demands careful consideration and thoughtfulness from the researcher.
The interview guide for this research was developed following Valenzuela and Shrivastava's guidelines on question types, including behaviors, opinions, feelings, knowledge, sensory experiences, and demographics This approach promotes diverse responses, enhances understanding of respondents' perspectives, fosters emotional sharing between the researcher and interviewees, and avoids overly intrusive questioning The use of "why" questions was limited, and when exploring underlying reasons for issues raised, Decarlo (2018) recommended alternative methods.
“Could you tell me more about that?” to avoid hostility
The interview process began with participants responding to factual questions about their background, including their workplace, job position, years of experience, and the university from which they graduated.
According to Decarlo (2018, p.370), starting an interview with a warm-up allows participants to engage in comfortable conversation about themselves without the pressure of providing right or wrong answers To create a more dynamic atmosphere, the interviewer should blend factual questions with sensory, behavioral, and attitudinal inquiries Additionally, concluding the interview with an open-ended question about any further information encourages participants to share final thoughts or unexpected insights, as noted by Burns (2010) It is important for interviewers to listen actively to all responses, rather than solely focusing on predetermined questions.
26 his or her questions while less caring about the information shared in the way the respondents may desire.
Data collection procedure
On April 26, 2021, a consent form was sent via message to each selected participant, seeking their approval for participation and audio recording prior to the interview This form outlined the main purpose and objectives of the study, providing participants with a clear briefing to help them understand what to expect during the official interview.
From April 28 to May 5, 2021, online one-on-one interviews were conducted with 10 participants over the course of a week To prioritize participant safety and adhere to strict Covid-19 regulations, the study utilized Facebook Messenger for the interviews While face-to-face interactions may yield richer insights, online interviews provided participants with a comfortable environment, allowing them to engage from their preferred locations.
Each interview ranged from 6 to 15 minutes and was audio-recorded for accuracy Decarlo (2018) emphasized the importance of "field notes" to capture unexpected ideas and non-verbal cues, which are crucial for understanding participants' emotions However, balancing the tasks of asking questions, listening attentively, and taking detailed notes proved challenging Consequently, the audio recordings of open-ended responses were preferred for their effectiveness in capturing the interview content.
The transcription was done right after each interview to ensure no missing idea and to save time.
Data analysis
Data analysis involves transforming collected data into meaningful interpretations and insights In quantitative research, statistical methods are typically objective and independent of the researcher, whereas qualitative data analysis relies significantly on the researcher’s analytical abilities and expertise.
Professional knowledge is essential for effective data analysis, particularly when dealing with diverse and rich information gathered from interviews Condensing this extensive data into manageable groups presents significant challenges, necessitating the use of scientific data analysis methods to draw accurate inferences and conclusions.
Qualitative data analysis encompasses various methods, including thematic analysis, content analysis, narrative analysis, discourse analysis, and grounded theory The interview guide was designed to align with the study's main objectives, focusing on predetermined themes such as language use in written communication, challenges, and measures Presenting findings according to these themes enhances clarity and relevance, making thematic analysis a suitable choice Kapoor and Gardner-McCune (2019) outline a straightforward approach to thematic analysis, which includes exploring raw data for meaning, creating primary codes from participants' responses, forming categories, and combining these into themes Additionally, Braun and Clarke (2006, p.39, as cited in Cheng et al., 2020) provide a framework of six sequential steps for qualitative data analysis.
Figure 4: Steps for the thematic analysis
1.Familiarizing with the data 2.Generating initial codes 3.Searching for themes 4.Reviewing themes 5.Defining and naming themes
The initial stage involved verbatim transcription of the interview, followed by thorough reading of the transcribed data to identify patterns in participants' responses and generate primary codes Subsequently, themes were identified, reviewed, and named The coding and thematic analysis underwent a peer review for consistency before the final data reporting.
Reliability and validity
To enhance the reliability and validity of the research instrument, several strategies were implemented Firstly, the interview questions were meticulously designed to align with the research objectives, utilizing appropriate question types and logical sequencing, as outlined in section 3.4 Secondly, a pilot test of the interview protocol was conducted with a participant from a Vietnamese bank in Hanoi to ensure the collection of relevant information and to identify any ambiguous questions Lastly, all interviews were carried out in Vietnamese to eliminate misunderstandings and encourage comprehensive responses.
FINDINGS AND DISCUSSION
Use of English for written communication in the workplace
This section examines the utilization of English for written communication in the professional domains of the interviewees, focusing on three key aspects: prevalent types of written documents in English, the frequency of their use, and the intended audiences for this communication.
4.1.1 Common forms of written communication in English
Toppr.com categorizes workplace written communication into two primary types: internal communication, which occurs within the organization, and external communication, directed towards outside stakeholders.
Internal written communication refers to the exchange of information within an organization, utilizing formats such as memos, reports, bulletins, job descriptions, employee manuals, internal emails, and instant messages, encompassing both formal and informal methods In contrast, external written communication involves the dissemination of information between different organizations, primarily relying on formal methods like emails, websites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases.
According to the data collected, written communication media differ, depending on users’ background Table 4 shows the details of written forms each user used for communication in English
As can be seen, reports, email, and instant messages/chats are commonly used among respondents
Participants (A), (B) and (C) who work in Data analytics departments mainly deal with email, instant messages and reports in their daily work
Participant A frequently utilizes various forms of English written communication, including emails and chats, due to the fast-paced nature of their work While they may not always give emails their full attention, they continue to use them alongside official documents and reports.
Participant (C) utilizes email, chats, and reports for communication in the workplace, similar to participant (A), while participant (B) relies solely on instant messaging to interact in English with his colleague.
“I communicate in written English with my Indian colleague” - Participant (B)
Participant Email Instant message/ chat
Table 4: Forms of written communication in English used by participants
As the model on media richness levels by McShane and Von Glinow (2010, p.271) suggests, instant messaging has a higher level of media richness than email Thus,
In a fast-paced working environment, utilizing 32 messages or chats can effectively address urgent situations, as demonstrated by participant (A) This highlights the importance of practical written communication methods within the sector.
Participants (D) and (E) who work in the Marketing department are commonly involved with proposals, social media posts and other forms of communication in their work
The participant emphasizes the use of internal emails and digital communication tools for engaging with foreign partners, including group chats and contracts such as liquidation and acceptance agreements typically managed through Word, PowerPoint, and Excel Additionally, they are involved in digital marketing by creating and maintaining Facebook fan pages and groups, utilizing posts to foster customer interaction.
Participant E focuses exclusively on contract-related proposals and shares updates on Facebook Within the same department, employees exhibit different levels of responsibility, leading to diverse tasks for written communication in English.
Audit interns (G) and (H) primarily focus on report writing, with (G) noting, “Mostly using documents to write reports.” Similarly, (H) highlighted the use of documents when discussing common written communication in their roles Participant (F) emphasized the importance of email in his work, stating, “writing email, talking with managers.” Additionally, participants (I) and (K) from the HR department identified email, instant messages, and reports as prevalent forms of written communication in their daily tasks.
The primary purpose of utilizing English documents is to facilitate communication with individuals both within and outside organizations While communication methods differ based on context—such as using emails for project updates and instant messaging for urgent tasks—the fundamental goal remains consistent among all participants.
Reports are the most popular form used by participants of the study (7 out of 10) Of all communication methods (oral, written, etc.), written communication is the one
In the office environment, formal communication is crucial, particularly in the form of various reports such as progress, result, error, and planning reports Consequently, report writing has become a common task in the workplace, as highlighted by researchers including Keane & Gibson (1999), Wu & Chin (2010), Chan (2014), and Takino.
Variations in written communication in English are influenced by the interviewees' department, experience level, and urgency of the situation In the data analytics department, participants (A) and (C), who possess more extensive work experience than participant (B), demonstrate a wider range of written communication styles Similarly, in the marketing department, participants (E) and (D) face comparable circumstances Additionally, due to information overload and time constraints, participant (A) opted for instant messaging over email to enhance efficiency.
Recent insights from Marketing professionals highlight the growing importance of social media platforms like Facebook, LinkedIn, Twitter, and Zalo for communication These platforms have emerged as vital tools for both internal and external engagement, fostering loyalty among organization members and external partners, particularly customers By utilizing private groups for internal discussions and public pages for external outreach, social media enhances interactivity, allowing individuals to share their opinions and receive immediate feedback, thus strengthening relationships and communication effectiveness.
The interviewees (D) and (E) highlight a significant shift in workplace communication methods, driven by the Industry 4.0 revolution The banking and finance sector has experienced a dramatic transformation with the integration of IT culture, necessitating quicker releases of new digital banking products and services Consequently, both internal and external communication channels are converging into a single unified platform.
The project team and supporting vendors now utilize a dedicated channel for all activities, shifting from email to instant messaging platforms like Slack, Skype, and Jira to enhance communication and meet deadlines This trend significantly blurs the lines between internal and external communication methods.
Challenges
This section is organized into two key areas: past challenges and present challenges The data gathered from interviews was categorized based on four criteria: topical knowledge, language knowledge, personal attributes, and affective schemata.
Many participants in English written communication face challenges due to a lack of background knowledge For instance, one participant (I) expressed her initial shock and difficulty in navigating complex banking terminology when she started her job, as her university major was human resources and she had no prior exposure to finance This experience mirrors that of another participant (K), highlighting a common struggle among individuals transitioning into fields with specialized vocabulary.
Upon starting my role in the HR department at MSB Bank, I encountered numerous unfamiliar terms related to the banking industry, as I had no prior experience or education in this field Consequently, I sought guidance from my mentors to better understand these concepts.
Participants (I) and (K) found that it is difficult to complete a long document without seeking help from senior team members
Initially, I faced challenges in writing job descriptions in English, prompting me to seek guidance from my mentors for available templates or rely on Google Translate to understand unfamiliar terms.
When I started my job, I struggled to write an email notifying staff about timekeeping, despite having a template I still needed to summarize the data for effective communication with the team.
Real-world diversity of email
Upon starting my job, I faced two major challenges with English usage The first challenge was understanding the varying standards of professional communication While school taught me the fundamentals of email structure, the workplace demands a more diverse and adaptable approach, requiring time to learn and adjust.
As Hu & Gonzales (2020) illustrated in their study that emails in the workplace was a far cry from what the participants learned at school Emails they learnt before are
40 not provided clear and adequate details A brand-new employee can find it unfamiliar with some background knowledge, especially when it is about the specialty of the industry and company
Adapting to the company's communication standards poses a significant challenge for new hires, particularly for recent graduates with limited work experience Participants highlighted that this difficulty arises from two main factors: the gap between classroom learning and real-world applications, and the unique communication style of each organization Although students may have acquired skills in writing emails and documents during their studies, they often find themselves unprepared for the practical demands of the workplace, where companies prioritize not only market norms but also the optimization of processes to reduce delays As noted by McShane and Glinow (2010), effective communication hinges on social acceptance, and it is crucial for employees to adhere to established company guidelines to ensure accuracy—one of the essential components of effective communication discussed in chapter 2.
Transforming from a student to an office employee is rather similar to the adaptation of foreign immigrants with a new living environment as Cheng et al
In a 2020 study on Canadian immigrants, it was highlighted that individuals must adjust certain habits from their former environments or acquire adequate professional knowledge to successfully adapt to new circumstances.
The language barrier is a significant challenge faced by participants in their professional experiences, manifesting in various forms such as vocabulary limitations, grammatical issues, difficulties with professional writing styles, and challenges in translation.
All experienced participants (having more than 1 year of working experience from graduation) expressed that they went through a hard time in the first year of their
41 career with vocabulary, especially banking and finance specialized words For example, participant (E) spent hours just searching for the word “advance” for a budget proposal
“Specialized words, such as “tạm ứng”, I do not know what it means in English and it wastes my time searching for this specialized word’s meaning in English” –
On the other hand, participants who use social media posts (Marketing department) struggled with balancing between funny and clear information transmission for viral posts
Creating engaging social media posts in the banking industry presents a unique challenge It’s essential to craft content that not only attracts viewers but also encourages interaction Striking the right balance between humor and industry relevance is key to effectively communicating with the audience.
Social media posts have emerged as a popular form of written communication, particularly in recent years, yet the financial and banking industry lacks standardized guidelines for their use While various documents exist for formal communication and informal interactions among colleagues, there is a notable absence of instructions on how to effectively blend the formal writing style typical in banking and finance with the creative, free-form writing common in marketing This gap presents a significant challenge for professionals in the industry, highlighting the need for clearer guidance on navigating these contrasting communication styles.
Struggling in expressing the right ideas, grammar are the problems that participants (C), (F) and (H) face
“At first, I had difficulty in expressing ideas, the sentences I wrote was so awkward, because of the way I used to in Vietnamese expressions” - Participant
“I have difficulties in expressing ideas from Vietnamese to English New words are not the problem but sometimes the way I express and translate sentences is confusing for the audiences” - Participant (H)
(H) encountered a problem that a major part of non-native English speakers has They usually thought in their mother tongue language flow then translated the sentences to English
As I began my first job, I realized that my English skills were lacking, which made it challenging to express my ideas effectively This language barrier presented certain disadvantages, but navigating these early challenges has also provided me with valuable lessons for improvement.
The self-translation process can hinder effective communication by diminishing the clarity of meaning and slowing down writing speed This inefficiency often leads to increased nervousness among users, stemming from a lack of confidence in their communication abilities.
The language barrier becomes more tangible when it comes to translation tasks which are also a popular workload of participants
“When I first took the job, I was always assigned to translate documents from
A participant expressed the challenges of translating from English to Vietnamese for their manager, noting that tight deadlines often left them struggling to complete tasks due to limited translation skills.
Popular written texts in translation encompass reports, manuals, slides, and social media posts Successfully translating documents between Vietnamese and English demands not only a high proficiency in English but also a thorough understanding of the business context to ensure the integrity of the translated content Additionally, as highlighted in section 4.2.1.1, the translation capabilities of users can be compromised by a lack of topical knowledge.
Solutions for the challenges
The data in this part was conducted and analyzed based on the fifth factor that affects communication competence: cognitive strategies
Dictionary and translation tools are preferred by many participants to address various challenges in language learning and communication These tools provide users with virtual assistance, enabling them to navigate topical, linguistic, and emotional barriers more effectively Additionally, the use of these resources helps participants complete their tasks efficiently while alleviating their anxiety about writing in English and concerns regarding their ability to communicate clearly with managers and colleagues.
“I use professional translation software As you know, in the 4.0 era, online translation platforms were quite developed, of course, you must pay a little fee” –
Participants B, G, H, F, I, and K utilize Google Translate as a valuable tool for understanding new or challenging words and for verifying reports.
Google Translate is a popular and free tool known for its strong translation capabilities, particularly for short sentences and non-specialized content However, its accuracy declines significantly with more complex material As a continuously evolving platform, the translations can vary over time, making consistency challenging Additionally, heavy reliance on Google Translate for everyday tasks can hinder users' English language development, as they miss opportunities to learn from their mistakes and practice independently.
While 48 tools may excel at completing tasks promptly, their impact on long-term objectives can be detrimental Consequently, translation tools are not a sustainable answer to the challenges posed, particularly those related to language barriers.
In 2011, Said recommended several professional writing software applications, including WhiteSmoke, Writer’s Workbench, and Grammar Expert Plus, all created by native English speakers These tools can be valuable resources for workers facing challenges with vocabulary and grammar in their written English, complementing the use of Google Translate.
A number of participants ask their colleagues who have more experience in the banking and finance sector to help them overcome their challenges
To enhance my understanding of the banking industry, I consult experienced professionals who have spent many years in the field and are familiar with specialized terminology This practice allows me to write extensively and become more accustomed to the industry's nuances.
Participants (F), (I) and (K) also express the same experiences.
Seeking assistance from my mentor accelerates my problem-solving process, even for issues I could resolve independently With their guidance, I learn a structured approach to tackle challenges, enabling me to apply the same methodology in future situations.
Seeking assistance from colleagues is an effective way to navigate challenges related to topical and language knowledge Experienced mentors provide valuable industry insights and practical experience, bridging global standards with local company practices Engaging with coworkers fosters a deeper understanding of the company's current landscape, as senior colleagues can share lessons learned from their own journeys, often offering more relevant insights than online resources Additionally, these interactions enhance interpersonal relationships and boost team spirit, ultimately leading to increased productivity However, it is essential to recognize potential drawbacks, such as misunderstandings and miscommunications that may arise during these discussions.
Seeking assistance from mentors or supervisors can be challenging, as their availability and seniority may vary According to Said (2011), relying on these individuals for help is not always practical, especially if they are preoccupied with their own important tasks Consequently, users should exercise caution when considering this option for support.
The study reveals that participants utilize similar solutions to those identified in previous research, including seeking advice from colleagues, leveraging online resources, conducting thorough internet searches, and proofreading extensively to address challenges in English writing, as highlighted by Hu & Gonzales (2020).
CONCLUSION
Conclusion
The study successfully achieved its objectives by identifying the usage of written communication in English within the banking and financial sector, uncovering challenges faced in this area, and exploring solutions implemented to address these challenges Despite limitations in time and sample size, valuable insights emerged from interviews conducted The research highlighted new forms of written English communication linked to advancements in technology, such as social media posts, and noted an innovative trend toward unifying internal and external communication on a single platform Additionally, the challenges identified align with previous research conducted by Cheng et al.
(2020), Hu & Gonzales (2020) Besides, the discovery of study goes further with
Balancing formal and informal content in social media posts presents a significant challenge The study employed a uniform method to document various solutions, primarily focusing on two approaches: utilizing tools and seeking assistance from others These strategies were also highlighted in the research conducted by Hu & Gonzales (2020) Ultimately, the study achieved its initial objectives, clarified ongoing challenges identified in previous research, and uncovered new insights beneficial to relevant stakeholders.
Recommendation
5.3.1 Recommendations to workplace challenges in written communication in English
To effectively address challenges in written English communication in the workplace, it is essential to create a structured learning roadmap Education serves as a sustainable solution, as mastering language skills lays the foundation for overcoming these challenges A strong language background not only enhances confidence but also alleviates fear, enabling users to engage with advanced written communication techniques more readily This comprehensive approach simultaneously tackles various issues, enriching topical and language knowledge while fostering a solid foundation that boosts user confidence.
In addition to the previously mentioned solutions, the study suggests several tailored strategies to address participants' specific challenges Rather than relying on Google Translate, users can utilize specialized translation software to effectively tackle their pain points For grammar issues, Grammarly is recommended as an online tool to check and enhance writing quality To overcome the fear of communicating in English, Cambly offers an app that facilitates conversation practice with native speakers Furthermore, addressing mother-tongue interference can significantly improve language proficiency.
53 online Oxford collocations dictionary can be the tool in using right words and naturally
The study's findings serve as valuable references for students and graduates, equipping them to tackle future career challenges effectively By anticipating potential issues, they can take proactive steps towards success Additionally, these insights can guide universities in enhancing their curricula, bridging the gap between academic and enterprise environments This alignment not only benefits students but also aids universities and companies in reducing training costs while cultivating a skilled workforce Furthermore, companies can utilize these findings to improve their onboarding processes, particularly for new graduates.
To enhance the generalizability of the research findings, the study could benefit from a larger sample population through a quantitative approach Additionally, employing advanced analytics techniques could yield deeper insights from the interviews conducted Expanding the research scope to include a wider variety of objects and industries would further enrich the study's contributions.
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Nhiều doanh nghiệp hiện nay đang gặp khó khăn với tình trạng nhân viên mới ra trường thường xuyên nhảy việc Điều này không chỉ ảnh hưởng đến sự ổn định trong tổ chức mà còn làm gia tăng chi phí tuyển dụng và đào tạo Các công ty kêu gọi sự cần thiết phải cải thiện chất lượng đào tạo tại các trường đại học để đáp ứng nhu cầu thực tế của thị trường lao động Đồng thời, họ cũng mong muốn tạo ra môi trường làm việc hấp dẫn hơn để giữ chân nhân tài.
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Ngan, a senior at the Banking Academy, is conducting research on the challenges of written communication in English within the banking and financial sector The research aims to identify the current state of English written communication, including its prevalence, common types, and target audience Additionally, it seeks to uncover the challenges faced in this area and explore the strategies employed to address these issues.
II Perceptions on challenges to workplace writing in English
1 How much is your work time spent on writing communication in English?
2 With whom is your written communication in English involved? (co-workers? Topics?, customers? Topics?)
3.What English writing tasks do you perform? What are common forms of written communication in English you deal with in your job?
4.How did you feel when you first worked with documents in English?
5.Tell me about a surprising experience in your English written communication?
6.What were the challenges in English written communication you encountered when you first took your job?
7.How did you cope up with those challenges at that time?
8.What are the challenges you are facing now? (Why? New position? Context? …)
9 How do you deal with these challenges?
10.When you have difficulties working with English documents, who do you usually turn to for help?
11.Is there any other things you want to add / share?
Chào anh/chị/bạn, em/mình là Ngân, sinh viên tại học viện Ngân hàng Hiện tại, em/mình đang tiến hành nghiên cứu về những khó khăn và thách thức trong việc sử dụng giao tiếp bằng văn bản Tiếng Anh trong ngành tài chính - ngân hàng Mục tiêu nghiên cứu của em/mình là đánh giá tình hình hiện tại của việc sử dụng Tiếng Anh trong giao tiếp văn bản, xác định các thách thức mà người làm trong ngành gặp phải, và đề xuất các giải pháp nhằm khắc phục những khó khăn đó.
I Thông tin người được phỏng vấn
II Nhận thức về khó khăn trong việc sử dụng giao tiếp bằng văn bản Tiếng Anh ở nơi làm việc
1.Thông thường bạn/anh/chị dành bao nhiêu khối lượng thời gian cho các hoạt động viết bằng Tiếng Anh ở nơi làm việc?
2.Bạn/anh/chị thường giao tiếp bằng văn bản tiếng Anh với đối tượng nào?
3.Vậy bạn/anh/chị thường viết các văn bản tiếng Anh cho những đầu công việc gì?
Bạn/anh/chị thường sử dụng những loại hình văn bản TA nào? ( giao tiếp bằng vb nội bộ/bên ngoài)
4.Cảm xúc của bạn/anh/chị ra sao khi lần đầu tiên làm việc với các văn bản bằng tiếng Anh?
Một tình huống bất ngờ mà tôi gặp phải khi sử dụng giao tiếp bằng văn bản tiếng Anh ở nơi làm việc là khi tôi nhận được một email từ khách hàng nước ngoài với yêu cầu khẩn cấp Trong email, họ đã mô tả một vấn đề nghiêm trọng liên quan đến sản phẩm mà chúng tôi cung cấp Tôi nhanh chóng phải viết một phản hồi rõ ràng và chuyên nghiệp để giải quyết vấn đề, đồng thời đảm bảo rằng thông tin được truyền đạt chính xác Sự khẩn trương và yêu cầu về ngôn ngữ đã khiến tôi cảm thấy áp lực, nhưng cũng là cơ hội để tôi cải thiện kỹ năng giao tiếp bằng văn bản tiếng Anh của mình.
6.Bạn/anh/chị có thể chia sẻ những khó khăn mà lúc mới vào làm bạn gặp phải khi sử dụng tiếng anh trong giao tiếp bằng văn bản?
7.Bạn/anh/chị đã giải quyết những khó khăn đó như thế nào?
8 Thách thức khó khăn giữa quá khứ và hiện tại trong việc giao tiếp bằng văn bản tiếng Anh, anh/chị/bạn thấy có điểm gì giống và khác? Bạn/anh/chị có thể đưa ra một vài ví dụ cụ thể về những thách thức mới này? (bạn/anh/chị giải quyết với những khó khăn đó như thế nào?) / Hiện tại anh/chị/bạn còn gặp những khó khăn gì khi giao tiếp bằng văn bản Tiếng Anh?
Khi đối mặt với khó khăn trong giao tiếp bằng văn bản Tiếng Anh, bạn thường tìm đến những nguồn trợ giúp nào? Bạn có thể sử dụng từ điển trực tuyến, tham gia các khóa học tiếng Anh, hoặc tìm kiếm sự hỗ trợ từ bạn bè và giáo viên Ngoài ra, các diễn đàn và nhóm học tập trên mạng cũng là nơi hữu ích để trao đổi và giải quyết vấn đề.
10.Còn điều gì bạn/anh/chị muốn chia sẻ nữa không?
Major at university: Foreign Trade University
Thông thường anh dành bao nhiêu thời gian cho kỹ năng viết
Tiếng Anh nơi làm việc mỗi ngày làm việc 9 tiếng thì sử dụng tiếng Anh 3,5 tiếng
Anh thường sử dụng văn bản tiếng Anh với ai?
Có 3 đối tượng chính: đồng nghiệp: cả nước ngoài và Việt Nam, đối tác bên ngoài bào gồm các nhà thầu, chuẩn bị tài liệu doc bằng tiếng Anh, outsource là bên mình thuê ngoài các công ty để xử lý 1 số đầu việc mà bên mình chưa đủ nguồn lực về con người để làm
Tài liệu văn bản tiếng
Anh thường về chủ đề gì?
Chủ đề của bài viết bao gồm báo cáo tiến độ công việc, trao đổi hàng ngày về những vướng mắc trong công việc, cũng như tài liệu đào tạo và sản phẩm mà chúng tôi phát triển.
Thường anh đc giao nhiệm vụ nào viết bằng Tiếng Anh
Hàng ngày, tôi làm việc với các đối tác để đưa ra yêu cầu sản phẩm, giúp họ xây dựng và hợp tác hiệu quả Đồng thời, tôi cũng báo cáo tiến độ công việc với quản lý người nước ngoài.
Anh thường giao tiếp ở dạng nào?
Mặc dù tôi thường làm việc với tiến độ nhanh và không chú trọng nhiều đến email, nhưng tôi vẫn sử dụng chúng cho các tài liệu chính thức, bản nháp và báo cáo.
Anh có thể nêu các khó khăn mà anh gặp phải trong quá trình sử dụng tiếng Anh không?
Mình chỉ mới tiếp xúc với một số đối tượng khách hàng và accent nhất định, nên đôi khi mình gặp phải tình huống họ viết một cách vắn tắt hoặc không đầy đủ Điều này khiến mình phải hỏi lại khi gặp những tiếng lóng mà mình không hiểu.