INTRODUCTION 1 General introduction and rationale of the Study 1
Aims of the study 2
This study specifically examines business complaint letters in both English and Vietnamese, focusing on key elements such as transitivity patterns, mood, thematic patterns, and cohesion through the lens of Systemic Functional Grammar Due to time constraints and limited expertise in Business English, the research will not cover all aspects of complaint letters but will provide a detailed analysis of these selected features.
- Presenting and describing transitivity pattern, mood pattern, thematic pattern and cohesion in both English and Vietnamese business complaint letters;
- Identifying the similarities and differences in both English and Vietnamese business complaint letters in terms of transitivity pattern, mood pattern, thematic pattern and cohesion;
This study conducts a comparative analysis of business complaint letters in English and Vietnamese through the lens of systemic functional linguistics It explores the linguistic structures and functions that characterize complaint letters in both languages, highlighting similarities and differences in their communicative strategies The research aims to enhance understanding of cross-cultural communication in business contexts and provide insights for effective complaint management By examining the systemic features of these letters, the study offers valuable implications for improving business communication practices in a globalized environment.
Scope of the study 3
Business letters serve as essential tools for exchanging ideas, facts, recommendations, and proposals within and between organizations, enabling efficient and productive operations Effective letter writing requires a strong command of grammar, vocabulary, cohesive devices, and communicative strategies However, due to time constraints and the limitations of a minor thesis, this research focuses specifically on the transitivity pattern, mood pattern, thematic pattern, and cohesion found within business letters.
The investigation is based on an analysis of 30 business complaint letters, comprising 15 written by native English speakers and 15 by native Vietnamese speakers This data, deemed sufficient for the study, was collected from various sources including textbooks, the internet, and authentic letters from businesses, customers, and other business associates.
Method of the study 3
This study focuses on the description, analysis, and comparison of transitivity, mood, thematic patterns, and cohesion in authentic business complaint letters Utilizing an inductive approach, the research draws insights directly from the data to achieve its objectives.
A diverse selection of business complaint letters will be meticulously gathered from textbooks, online resources, and credible sources Due to the absence of a standardized format for such correspondence, letters were chosen randomly as long as they pertain to business complaints The authors prioritize authenticity, ensuring that most of the selected letters originate from reputable sources.
Secondly, a certain number of the selected letters will be described and analyzed in terms of transitivity, mood, thematic pattern and cohesion
The data collected will be analyzed to identify the similarities and differences between business complaints in English and Vietnamese Ultimately, the research findings will be discussed to propose effective strategies for Vietnamese individuals to write business complaints in English.
This study conducts a comparative analysis of business complaint letters in English and Vietnamese through the lens of systemic functional linguistics It explores the structural and functional differences in complaint letters between the two languages, highlighting how cultural nuances influence communication styles By examining the linguistic choices and rhetorical strategies employed in both languages, the research aims to provide insights into effective complaint letter writing The findings emphasize the importance of understanding these differences for better cross-cultural business communication.
Besides, discourse analysis in the light of Systemic Functional Grammar helps to establish the framework of the theoretical background.
Design of the study 4
This study is comprised of three parts:
Part One of this study introduces essential background information and the rationale behind the research It outlines the study's aims, scope, and methodology, providing a comprehensive overview of the research framework.
Part Two consist of three chapters
Chapter One provides a comprehensive theoretical background for the study, discussing essential concepts related to discourse theories, including the definition of discourse, language functions, and discourse context It also explores Systemic Functional Grammar, highlighting key concepts such as transitivity, mood, theme-rheme, and various forms of cohesion, including reference, substitution, ellipsis, lexical cohesion, and conjunctive cohesion Additionally, the chapter examines the definition, purpose, three contextual parameters, and structure of business complaint letters.
Chapter Two analyzes business complaint letters in English and Vietnamese through the lens of Systemic Functional Grammar It focuses on four key concepts: transitivity, mood, theme-rheme, and cohesion, which includes reference, substitution, ellipsis, lexical cohesion, and conjunctive cohesion This analysis aims to identify the similarities and differences in business complaint letters across the two languages, setting the stage for further exploration in the subsequent chapter.
Chapter Three is concerned with the discussion of the similarities and differences between English and Vietnamese business complaint letters in terms of transitivity, mood, theme-rheme and cohesion
This chapter concludes the research by summarizing key findings and highlighting valuable implications for the study and teaching of effective business complaint letter writing.
This article presents a comparative study of business complaint letters in English and Vietnamese through the lens of systemic functional linguistics It analyzes the linguistic structures and functions of complaint letters in both languages, highlighting the similarities and differences in their expressions and cultural contexts The study aims to enhance understanding of how language shapes business communication, particularly in addressing grievances, and provides insights for effective cross-cultural communication in professional settings.
This chapter explores literature to establish a theoretical framework for the study, beginning with an examination of discourse, the functions of language, and the context of discourse It provides an overview of Systemic Functional Grammar, emphasizing key elements such as transitivity, mood, theme-rheme, and cohesion Additionally, the chapter defines business complaints, outlining their purpose, three contextual parameters, and structural components.
1.2 Theories of discourse 1.2.1 The concept of discourse
The history of linguistics has evolved through various approaches to studying language, initially viewing it as a biologically determined phenomenon while neglecting its social aspects Early linguists focused on grammatical rules governing words and sentences, often studying them in isolation from their social context However, it has become evident that effective communication relies more on contextual meaning than merely constructing grammatically correct sentences In practice, people often communicate successfully using incomplete sentences, highlighting that language must be understood within its social framework This realization has led to a modern approach that emphasizes the importance of discourse in language study.
The term "discourse" is frequently employed in linguistics, yet its exact definition is often ambiguous Fundamentally, discourse can be understood as language utilized for communication While some linguists, like Cook (1989), differentiate between discourse and text, others use the terms interchangeably.
According to Cook (1989), a text is defined as a "stretch of language interpreted formally, without context," while discourse is characterized as "stretches of language perceived to be meaningful, unified and purposive." This distinction highlights the difference between textual analysis and the broader interpretation of language in context.
This comparative study examines English and Vietnamese business complaint letters through the lens of systemic functional perspectives It emphasizes that discourse, as defined by Bloor (1995), refers to language chunks utilized for communication in real-life contexts Halliday further explains that discourse serves as a unit of meaning that is contextually functional, varying in size from individual words to entire texts, such as books or libraries (Van, Hoang Van, 2006) This analysis highlights the importance of understanding the functional aspects of language in business communications across cultures.
In this thesis, the term "text" is defined as any written record of a communicative event, viewed as the outcome of discourse that facilitates verbal creation for communication Consequently, analyzing business complaint letters involves examining this written product.
Linguistic functions can be classified into two major categories: transactional and interactional, as noted by G Brown and G Yules (1987) The transactional function focuses on conveying factual information, emphasizing the importance of effective communication to ensure recipients understand the intended message In contrast, the interactional function serves to establish and maintain social relationships, reflecting personal attitudes and social connections While most written language primarily serves a transactional purpose, such as in business complaint letters, it also incorporates interactional elements by expressing dissatisfaction and seeking empathy and solutions from the recipient Halliday (1985) further expands on this by identifying three main functions of language in sociology: ideational, interpersonal, and textual.
The ideational function serves for the expression of „content‟ or cognitive meaning that shows the speaker‟s experience of the real world that also involves the inner of his
This article presents a comparative study of English and Vietnamese business complaint letters from a systemic functional perspective It emphasizes the role of transitivity at the clause level, focusing on the concepts of roles, processes, and circumstances By analyzing these elements, the study aims to uncover the underlying linguistic structures that shape complaint letters in both languages, providing insights into their functional similarities and differences.
The interpersonal function of language is essential for establishing and maintaining social relationships, as it allows for the expression of social roles such as questioner, informer, and commander (Van, Hoang Van, 2006) By utilizing mood systems, speakers convey cognitive and logical content while reflecting their relationships with others Meanwhile, the textual function enhances communication by creating linguistically linked texts that are relevant to the situation at hand, ensuring coherence and connection within discourse (Van, Hoang Van, 2006).
In brief, in accordance with Halliday, the function of language is divided into ideational, interpersonal and textual, of which the linguistic realization are gradually examined in the thesis
Context plays a crucial role in discourse analysis, particularly within Systemic Functional Linguistics, where the interplay between language and its social context is dynamic and reciprocal According to Halliday and Martin (1993), the language used can be predicted by its context, and conversely, the context of an interaction can be inferred from the language employed Nunan (1993) highlights that context, as a non-linguistic element, encompasses the situation that gives rise to discourse and within which it is situated.
DEVEOPMENT
COMPARISON BETWEEN ENGLISH AND VIETNAMESE
The prevalence of unmarked themes in clauses significantly exceeds that of marked themes Additionally, single themes are utilized more frequently than multiple themes; when multiple themes do occur, they typically consist of a combination of topical and textual themes Among the three theme types—topical, interpersonal, and textual—topical themes consistently represent the highest occurrence rate This trend indicates that both English and Vietnamese writers prioritize introducing people or things first, aiming to present their messages in a clear and easily understandable manner.
Both English and Vietnamese complaint letters exhibit distinct lexical cohesion, with no significant common features Repetition is the most favored cohesive device in both languages, followed by collocation This preference can be attributed to the need for precision in complaint letters, where reiterating key elements ensures clarity and accuracy in communication.
The differences between English and Vietnamese complaint letters are also mentioned in the order they were found in the previous chapter, which starts from transitivity and ends in cohesion
The analysis of the transitivity system in business complaint letters reveals minimal differences between Vietnamese and English writers Specifically, Vietnamese letters exhibit a higher frequency of material processes at 43.8%, compared to 40.8% in English letters However, English letters contain more clauses with relational, mental, and verbal processes Additionally, while behavioral and existential processes account for only 0.4% and 2.1% in English letters, they appear more frequently in Vietnamese letters at 2.7% and 3.1%, respectively These findings indicate slight variations in how actions, events, feelings, and verbal exchanges are expressed in the two languages, with both exhibiting nearly equal influence from the context of business complaint writing.
This comparative study examines English and Vietnamese business complaint letters from a systemic functional perspective It highlights the linguistic features and cultural nuances that distinguish complaint letters in both languages The research aims to provide insights into how these letters are structured and the strategies employed to convey dissatisfaction effectively By analyzing the functional aspects of language used in complaint letters, the study contributes to a deeper understanding of cross-cultural communication in business contexts.
In comparing the material and relational processes in English and Vietnamese letters, notable differences emerge English letters exhibit a higher preference for passive voice, with 24% of material clauses featuring Goals or Recipients, compared to only 12.2% in Vietnamese letters Additionally, non-human Actors make up 17.6% of English letters, while they account for just 6.2% in Vietnamese, indicating that English writers tend to prioritize mentioning objects first In terms of relational processes, English letters utilize intensive and possessive processes at rates of 69.6% and 17.9%, respectively, whereas Vietnamese letters show 64.9% for intensives and 22.3% for possessives This suggests that English letters are slightly more descriptive, focusing on the verb "be," while Vietnamese letters place greater emphasis on possession.
In both English and Vietnamese complaint letters, the use of mood is largely similar, with a notable distinction in modality English letters exhibit a higher frequency of modalization, accounting for 64.7%, compared to just 48.4% in Vietnamese letters This indicates that English writers tend to express certainty and usuality more often than their Vietnamese counterparts.
Theme analysis reveals significant differences in the use of marked and unmarked themes between English and Vietnamese letters In English letters, marked themes account for 12.4% of clauses, while in Vietnamese letters, they represent 24.2% Additionally, 13.4% of themes in English letters are repeated, compared to 17.2% in Vietnamese These findings suggest that Vietnamese writers prefer marked departure messages more than their English counterparts, indicating a more complex thematic structure in Vietnamese letters compared to the simpler usage in English.
The primary distinctions between English and Vietnamese letters are evident in their cohesion techniques In English letters, reference serves as the most significant tool for achieving cohesion, accounting for 52.7% of its usage, while lexical cohesion ranks second.
A comparative study of English and Vietnamese business complaint letters from a systemic functional perspective reveals notable differences in the use of cohesive devices In English letters, lexical cohesive devices account for 32% of occurrences, while conjunctions represent 14.8%, placing them third in frequency Conversely, Vietnamese letters show a higher prevalence of lexical cohesive devices, with conjunctive devices ranking second Interestingly, reference usage in English letters is significantly more common, appearing in 6.1% of clauses, whereas Vietnamese letters exhibit a distinct preference for various lexical devices to enhance cohesion and persuasiveness This analysis suggests that while Vietnamese writers focus on diverse lexical strategies for effective communication, English writers rely more on references to achieve cohesion in their correspondence.
Table 9: English and Vietnamese complaint letters in comparison in terms of Cohesion
Vietnamese complaint letters Cohesion Lexical Cohesion 32 % 69.7%
This chapter summarizes the similarities and differences between fifteen business complaint letters in English and Vietnamese, focusing on four key aspects: transitivity, mood, theme, and cohesion, as analyzed in previous sections.
This study conducts a comparative analysis of business complaint letters in English and Vietnamese through the lens of systemic functional linguistics It explores the distinct linguistic features and cultural nuances that influence how complaints are articulated in both languages By examining the structure, tone, and strategies employed in these letters, the research highlights the similarities and differences in communication styles between English and Vietnamese speakers The findings aim to enhance understanding and effectiveness in cross-cultural business communication, providing valuable insights for practitioners and scholars alike.
CONCLUSIONS AND IMPLICATIONS 1 Conclusion 38
Implications for writing business complaint letters 38
Complaint letters allow customers, whether individuals or corporations, to express their dissatisfaction regarding business errors, such as poor product quality or unprofessional staff behavior While complaint letters have gained popularity in the business world, many Vietnamese individuals and businesses prefer to voice their complaints over the phone, viewing it as a more effective method of communication.
This study explores the challenges faced by individuals in writing effective business complaint letters in both English and Vietnamese While the differences in language use may seem minor, a significant distinction lies in the use of cohesive devices, which help to tightly link ideas within the letters Although the paper does not aim to identify the most effective strategies for crafting complaint letters, it seeks to offer suggestions based on a comparative analysis of English and Vietnamese letters The goal is to assist Vietnamese writers in achieving their communicative objectives more effectively in their correspondence.
- Distributing different kinds of information reasonably and carefully considering the status of the relationship between the writer and the reader;
To enhance the effectiveness of complaint letters, it is essential to carefully choose verb processes, clause moods, and theme types Specifically, a higher frequency of material and relational processes is recommended for transitivity Declarative clauses should dominate the mood system, while unmarked themes are preferred in the theme system Additionally, focusing on single themes promotes simplicity and conciseness, although if multiple themes are used, they should combine topical and textual elements for clarity.
When writing complaint letters, it's crucial to focus on language that fosters cohesion Utilizing references should be the primary strategy, as they help connect ideas and maintain clarity Additionally, employing lexical organization serves as a secondary method to enhance the overall effectiveness of the letter By integrating these techniques, writers can create more coherent and impactful complaint letters.
Implications for teaching writing business complaint letters 39
This study aims to provide a valuable resource for business professionals, corporations, educators, and students in the effective teaching and writing of complaint letters in a business context.
Writing effective complaint letters in English poses significant challenges for Vietnamese learners due to linguistic differences and varying business cultural perceptions Consequently, teaching Vietnamese students to craft convincing and impactful complaint letters becomes a demanding task for educators.
This article conducts a comparative study of business complaint letters in English and Vietnamese through a systemic functional perspective It explores the linguistic features and structures employed in both languages, highlighting the differences and similarities in how complaints are articulated The research aims to enhance understanding of cross-cultural communication in business contexts, providing insights into effective complaint letter writing By analyzing the functional roles of language, the study contributes to the broader field of applied linguistics and intercultural communication.
Teachers should equip students with fundamental knowledge of transitivity, mood, and theme in English, focusing on the typical structures used in complaint letters Emphasis should be placed on material and relational verbs, declarative statements, and unmarked topical themes.
Understanding cohesion is crucial for effective discourse construction Teachers should expose students to various cohesive devices that enhance the connection between clauses in letters Key cohesive means include references and lexical devices, which help students internalize effective strategies for creating cohesion in English complaint letters While repetition is favored by many English writers, it is essential to present examples that incorporate collocations, synonyms, and antonyms to broaden learners' vocabulary and prevent the monotony of excessive repetition.
A well-structured layout for a business complaint letter is crucial for educators to teach their students, as it significantly enhances the impression made on the reader By mastering the standard format, learners can effectively communicate their concerns and present themselves professionally.
Teachers play a crucial role in guiding students to recognize the three contextual parameters of business complaint letters, as this understanding is essential for making informed language choices.
Suggestions for further studies 40
This study highlights the similarities and differences between English and Vietnamese regarding transitivity, mood, theme, and cohesion through the lens of Systemic Functional Grammar However, the limitations of a minor thesis prevent a thorough exploration of the challenges Vietnamese individuals face when writing business complaint letters in English, marking a notable gap in the research and suggesting avenues for future studies Additionally, two key areas remain to be explored: the distinctions between various types of business complaint letters, such as those related to banking or hospitality, in both languages, and the differences in their generic structures, speech acts, and discourse strategies.
This article presents a comparative study of business complaint letters in English and Vietnamese, analyzed through the lens of systemic functional perspectives It explores the linguistic features and structures utilized in both languages, highlighting similarities and differences in their approach to formal complaints The study aims to enhance understanding of cultural nuances in business communication, providing valuable insights for effective complaint resolution in a global context By examining the functional roles of language in these letters, the research contributes to the broader field of intercultural communication and business practices.
Appendices
1 Bertha J.Naterop, Erich Weis & Eva Haberfellner, (1977), Business letters for all, OUP
2 Bloor, T & M Bloor, (1995), The Functional analysis of English, Arnold
3 Cook, G (1989), Discourse, Oxford: Oxford University Press
4 Eggins, S., (1994), An Introduction to Systemic Functional Linguistics, London/New York: Continuum
5 G Brown and G Yule, (1983), Discourse analysis, Cambridge: Cambridge University Press
6 Giang, Hoàng Thu, (2003), An Analysis of English and Vietnamese Claim Letters in terms of Speech acts and Politeness strategies, Unpublished M.A Dissertation, College of Foreign Languages, VNU- Hanoi
7 Hải, Trần Thị Thanh, (2001), A Contrastive Analysis of English and Vietnamese Sales
Letters, Unpublished M.A Dissertation, College of Foreign Languages, VNU- Hanoi
8 Halliday, M.A.K & R Hasan, (1989), Language, Context, and Text: Aspects of language in a Social-Semiotic Perspective, Victoria: Deakin University Press
9 Halliday, M.A.K, & J.K Martin, (1993), Writing Science: Literary and Discursive
10 Halliday, M.A.K, (1994), An Introduction to Functional Grammar, London: Edward Arnold
11 Halliday, M.A.K, (2004), The Language of Science, Continuum Intl Pub Group
12 Halliday, M.A.K and Hasan, K.R., (1976), Cohesion in English, London: Longman Group Ltd
13 Halliday, M.A.K., (1985), An Introduction to Functional Grammar, London: Arnold
This comparative study analyzes English and Vietnamese business complaint letters from a systemic functional perspective It explores the linguistic features and structures used in both languages to convey dissatisfaction and seek resolution By examining the cultural and contextual nuances, the research highlights the differences and similarities in communication styles The findings aim to enhance understanding of effective complaint writing in a business context, providing valuable insights for professionals navigating cross-cultural interactions.
14 Hatim and Mason (1990), Discourse and the translator, Longman (London and New York)
15 Lộc, Dương Văn , (2001), Research Paper as a Genre in English and Vietnamese: A
Systemic Functional Comparison, Unpublished M.A Dissertation, College of Foreign
16 Mai, Đặng Phương, (2007), English and Vietnamese Job Application Letters in terms of
Discourse Cohesive Devices – A Contrastive Analysis, Unpublished M.A Dissertation,
College of Foreign Languages, VNU- Hanoi
17 Nunan, D (1993) Introducing discourse analysis London: Penguin
18 Phương Thảo, (2003), Abstracts of Scientific Papers in English and in Vietnamese: A
Systemic Functional Comparison, Unpublished M.A Dissertation, College of Foreign
19 Thompson, G., (1996), Introducing Functional Grammar, New York: OUP
20 Vân, Hoàng Văn , (2006), Introducing Discourse Analysis, NXBGD
1 Ban, Diệp Quang, (chủ biên), (2000), Ngữ pháp Tiếng Việt, NXBGD
2 Hạo, Cao Xuân , (1991), Sơ thảo Ngữ pháp Chức Năng, Quyển 1, Hà Nội: KHXH
3 Hạo, Cao Xuân, (chủ biên), (1999), Ngữ pháp Chức Năng Tiếng Việt, Quyển 1: Câu trong Tiếng Việt, NXBGD
4 Triết, Lê Minh & Thanh, Lê Ngọc, (2004), Hướng dẫn viết thư Tiếng Anh trong Khoa học và Kinh doanh, NXB Cà Mau
5 Vân, Hoàng Văn , (1998), “Những ứng dụng cơ bản của Ngôn ngữ Chức năng Hệ thống”, Tạp chí Khoa học ĐHQG Hà Nội, KHXH, Tập XIV, Số (5), trang 22-24
This article presents a comparative study of business complaint letters in English and Vietnamese from a systemic functional perspective It explores the linguistic features and structures of complaint letters in both languages, highlighting the differences and similarities in their approaches to expressing dissatisfaction By analyzing the functions of language used in these letters, the study aims to enhance understanding of effective communication in business contexts across cultures The findings provide valuable insights for professionals navigating cross-cultural business interactions.
6 Vân, Hoàng Văn , (2002), Ngữ pháp kinh nghiệm của cú Tiếng Việt mô tả theo quan điểm Chức năng Hệ thống, Hanoi: KHXH
1 http://doangia.vn/index.php?mod=article&cat=m%E1%BA%ABu%C4%91%C6%A1 nkhi%E1%BA%BFun%E1%BA%A1it%E1%BB%91c%C3%A1o&articleS2 [accessed on 28/02/10]
2 http://www.consumeradvice.net/pages/letters/allow_repair.txt [accessed on 28/02/10]
3 http://www.consumeradvice.net/pages/letters/faulty.txt [accessed on 28/02/10]
4 http://www.consumeradvice.net/pages/letters/not_fit.txt [accessed on 28/02/10]
5 http://www.dost- dongnai.gov.vn/CSDLKHCN/Hosogiaiquyetkhieunai/tabid/103/language/vi- VN/Default.aspx [accessed on 28/02/10]
6 http://www.letterwritingguide.com/samplecomplaint.htm [accessed on 28/02/10]
7 http://www.sampleletters.in/business-complaint-letter.html/ [accessed on 28/02/10]
8 http://www.sampleletters.in/complaint-letter-to-bank.html/ [accessed on 28/02/10]
9 http://www.sampleletters.in/consumer-complaint-letter.html/ [accessed on 28/02/10]
10 http://www.sampleletters.in/customer-complaint-letter.html/ [accessed on 28/02/10]
11 http://www.sampleletters.in/employee-complaint-letter.html/ [accessed on 28/02/10]
12 http://www.sampleletters.in/formal-complaint-letter.html/ [accessed on 28/02/10]
13 http://www.sampleletters.in/formal-letter-template.html/ [accessed on 28/02/10]
14 http://www.sampleletters.in/holiday-complaint-letter.html/ [accessed on 28/02/10]
15 http://www.sampleletters.in/product-complaint-letter.html/ [accessed on 28/02/10]
16 http://www.sampleletters.in/tenant-complaint-letter.html/ [accessed on 28/02/10]
This study conducts a comparative analysis of business complaint letters in English and Vietnamese through the lens of systemic functional linguistics It explores the linguistic features and structures that characterize complaint letters in both languages, highlighting key differences and similarities The research aims to provide insights into how cultural contexts influence the formulation of complaints, thereby enhancing cross-cultural communication in business settings By examining these letters, the study contributes to a deeper understanding of effective complaint writing strategies in both English and Vietnamese contexts.
APPENDIX 1 Samples of English Business Complaint Letters
Mary Scott, Customer No 145266, Ohio
I am Mary Scott and I have an account with your bank holding the account number
I applied for a new account detail book on April 28, 2006, and was promised it would be issued by May 8 However, despite numerous visits and calls to the bank, I received no updates on my application Frustration peaked when teller Mr Robin Williams asked me to submit a new application As a loyal customer of 15 years, I have never encountered such an issue before I urge you to address this matter promptly and ensure my account detail book is issued.
This comparative study examines English and Vietnamese business complaint letters through the lens of systemic functional linguistics It highlights the distinct linguistic features and cultural nuances that influence how complaints are articulated in both languages The research aims to enhance understanding of effective communication strategies in business contexts, emphasizing the importance of language choice in addressing grievances By analyzing the structural and functional aspects of these letters, the study provides valuable insights for professionals navigating cross-cultural business interactions.
57, High Street New Jersey To:
Paradise Holiday Planners New Jersey
Dear Mr Rodney, I am writing to express my disappointment regarding the European holiday we booked through your company, reference number ABC 7890 Unfortunately, the experience did not align with the promises outlined in the brochure or itinerary.
The Tour Manager, Mr James Edward, lacked familiarity with the itinerary and frequently missed schedules, leading to significant disruptions Additionally, the promised four-star accommodations fell short, as we were placed in hotels that resembled budget hostels rather than the quality we expected.
It is very unfortunate that a company of your reputation promises exotic holidays and fails to meet the promised standards
I request you to kindly look into the matter and take suitable remedial action
Mary Banks Encl: Copy of Receipt of transaction
This article presents a comparative study of business complaint letters in English and Vietnamese from a systemic functional perspective It explores the linguistic features and structures used in these letters, highlighting the differences and similarities between the two languages The analysis aims to provide insights into how cultural contexts influence the formulation of complaints in business communication By examining the functional roles of language in these letters, the study contributes to a deeper understanding of effective complaint management across different linguistic backgrounds.
98, Park Street New Jersey To:
Taste of India Restaurant New Jersey
Ref: Sub-standard Food Dear Mr Kumar,
I and my family had visited your restaurant on 16 th March to celebrate my son‟s promotion Unfortunately, the sub-standard food served in your restaurant really dampened our spirits
The dinner experience was disappointing, beginning with a tasteless lukewarm Chicken Sweet-corn soup Despite requesting fat-free options, the starters arrived excessively oily The main course, featuring a mix of vegetarian and non-vegetarian dishes, lacked distinct flavors, leaving all the dishes tasting remarkably similar.
The only redeeming feature of that evening was the courteous Service and the friendly manner in which your waiters patiently heard our numerous complaints
I hope in future the quality of your food is able to match up to the quality of your service Best Wishes,
This study conducts a comparative analysis of business complaint letters in English and Vietnamese through the lens of systemic functional linguistics It examines the structural and functional aspects of complaint letters in both languages, highlighting key differences and similarities in their composition The research aims to enhance understanding of how cultural contexts influence communication styles in business settings, providing valuable insights for effective complaint management By analyzing linguistic features, the study offers practical implications for improving cross-cultural communication in business environments.
Mr Richard Martin Manager-Customer Services Professional Couriers San Jose
Sub: Failure of Courier delivery Dear Mr Martin,
This is with reference to the failure of delivery of a packet bearing reference number ABC
On October 1st, I submitted my packet at your Grand Mall Road Branch, with an assurance of delivery within two days Unfortunately, the packet has yet to be delivered, and I have not received any communication from your company regarding the delay.
I have always trusted your company, but this is the first time I’ve faced an issue Please investigate this matter promptly and guarantee that the packet is delivered by October 14th.
I am enclosing a copy of the receipt for your convenience
Steven Brown Encl: Copy of Receipt
This article presents a comparative study of business complaint letters in English and Vietnamese from a systemic functional perspective It analyzes the linguistic features and structures of complaint letters in both languages, highlighting the similarities and differences in their communicative functions The research aims to enhance understanding of cross-cultural communication in business contexts, providing insights into how language shapes the effectiveness of complaint resolution By examining these letters, the study contributes to the broader field of applied linguistics and offers practical implications for business professionals engaged in international correspondence.
APPENDIX 2 Samples of Vietnamese Business Complaint Letters
CỘNG HOÀ XÃ HỘI CHỦ NGHĨA VIỆT NAM Độc lập - Tự do - Hạnh phúc - ĐƠN KHIẾU NẠI
Về chất lượng sản phẩm Kính gửi : Hội tiêu chuẩn và bảo vệ người tiêu dùng Việt Nam
Nguyễn Hồng Ánh, cư trú tại số 7, tổ 3, phường Trung Yên, quận Cầu Giấy, thành phố Hà Nội, xin trình bày một vấn đề quan trọng tới quý cơ quan.
Vào ngày 1/10/2009, tôi đã mua một thùng sữa tươi có đường mang nhãn hiệu Anpha do Công ty cổ phần sữa Phú Gia sản xuất Hạn sử dụng ghi trên bao bì là 01/01/2010, nhưng sau khi con tôi uống sữa, chỉ sau nửa tiếng đã bị đau bụng và tiêu chảy cấp Tôi phát hiện sữa đã bị chua và có kết tủa Tôi đã mang số sữa còn lại đến đại lý yêu cầu đổi trả và bồi thường thiệt hại, nhưng đến nay công ty vẫn chưa có phản hồi nào dù tôi đã gửi đơn khiếu nại đến Ban giám đốc, khiến gia đình tôi vô cùng bức xúc.