(LUẬN VĂN THẠC SĨ) English and Vietnamese business complaint letters a comparative study from systemic functional perspectives

VIETNAM NATIONAL UNIVERSITY, HA NOI UNIVERSITY OF LANGUAGES AND INTERNATIONAL STUDIES FACULTY OF POST-GRADUATE STUDIES LẠI THỊ THANH ENGLISH AND VIETNAMESE BUSINESS COMPLAINT LETTERS: A COMPARATIVE STUDY FROM SYSTEMIC FUNCTIONAL PERSPECTIVES (So sánh thư khiếu nại Tiếng Anh Tiếng Việt lĩnh vực kinh doanh sở lý thuyết ngữ pháp Chức Hệ thống) M.A MINOR THESIS FIELD: ENGLISH LINGUISTICS CODE: 60 22 15 HÀ NỘI - 2010 TIEU LUAN MOI download : skknchat@gmail.com VIETNAM NATIONAL UNIVERSITY, HA NOI UNIVERSITY OF LANGUAGES AND INTERNATIONAL STUDIES FACULTY OF POST- GRADUATE STUDIES LẠI THỊ THANH ENGLISH AND VIETNAMESE BUSINESS COMPLAINT LETTERS: A COMPARATIVE STUDY FROM SYSTEMIC FUNCTIONAL PERSPECTIVES (So sánh thư khiếu nại Tiếng Anh Tiếng Việt lĩnh vực kinh doanh sở lý thuyết ngữ pháp Chức Hệ thống) M.A MINOR THESIS FIELD: ENGLISH LINGUISTICS CODE: 60 22 15 SUPERVISOR: NGUYỄN HUYỀN MINH, M.A HÀ NỘI - 2010 TIEU LUAN MOI download : skknchat@gmail.com v TABLE OF CONTENTS Declaration i Acknowledgements ii Abstract iii List of tables iv Table of contents v PART I: INTRODUCTION General introduction and rationale of the Study Aims of the study Scope of the study Method of the study Design of the study PART II: DEVEOPMENT CHAPTER 1: THEORETICAL BACKGROUND 1.1 Introduction 1.2 Theories of discourse 1.2.1 The concept of discourse 1.2.2 Functions of language 1.2.3 Discourse context 1.3 Theories of Systemic Functional Grammar 1.3.1 Transitivity 1.3.2 Mood 12 1.3.3 Theme- Rheme 13 1.3.4 Cohesion 14 1.4 Business Complaint Letter 16 1.4.1 Definition and Purpose of Business Complaint Letters 16 1.4.2 Three contextual parameters of business complaint letters 17 1.4.3 The structure of a business complaint discourse – comparison between English and Vietnamese letters TIEU LUAN MOI download : skknchat@gmail.com 17 vi CHAPTER 2: ANALYSIS OF BUSINESS COMPLAINT LETTERS IN ENGLISH AND VIETNAMESE 2.1 Introduction 19 2.2 Analysis of English Business Complaint Letters 19 2.2.1 Transitivity 19 2.2.2 Mood 23 2.2.3 Theme- Rheme 25 2.2.4 Cohesion 26 2.3 Analysis of Vietnamese Business Complaint Letters 27 2.3.1 Transitivity 27 2.3.2 Mood 29 2.3.3 Theme-Rheme 31 2.3.4 Cohesion 32 CHAPTER 3: COMPARISON BETWEEN ENGLISH AND VIETNAMESE BUSINESS COMPLAINT LETTERS 3.1 Similarities 34 3.2 Differences 35 PART III: CONCLUSIONS AND IMPLICATIONS Conclusion 38 Implications for writing business complaint letters 38 Implications for teaching writing business complaint letters 39 Suggestions for further studies 40 References 41 Appendices TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives iv LIST OF TABLES Table 1: Process types in English letters Table 2.1: Mood system in English letters Table 2.2: Modality in English letters Table 3: Theme system in English letters Table 4.1: Cohesion in English letters Table 4.2: Lexical Cohesion in English letters Table 5: Process types in Vietnamese letters Table 6.1: Mood system in Vietnamese letters Table 6.2: Modality in Vietnamese letters Table 7: Theme system in Vietnamese letters Table 8.1: Cohesion in Vietnamese letters Table 8.2: Lexical Cohesion in Vietnamese letters Table 9: English and Vietnamese complaint letters in comparison in terms of Cohesion TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives PART ONE INTRODUCTION General introduction and rationale of the study It is generally accepted that in the last few decades of the 20 th century, there has been a great source of research on language; however, their attentions were only paid to the form of the language systems, which are studied and explained apart from their functions in relation to social situations Besides, their concern was basically with structural theories, which show that small units were arranged and combined into larger ones The recent research, on the other hand, has fallen into the tendency toward discourse analysis, which focuses on factors affecting the communication and also the functioning of syntactic, pragmatic and social aspects Unlike the former studies, these ones pay attention to the meaning of not only the sentences but also utterances and discourses The preference of the study is inspired from the fact that the theory of Systemic Functional Grammar has been widely accepted as an essential tool in language comprehension for communication According to Eggins (1994: cited in Thao, Phuong 2003: 2), „Systemic Functional Linguistics is increasingly being recognized as providing a very useful descriptive and interpretive framework for viewing language as a strategic, meaning-making resource‟ Hallidayan linguists used the functional model of grammar to interpret how people use language and how language is structured for use This theory, in fact, has been proved as a great model of language for analysts when analyzing texts especially at discourse level In Vietnam, there have been a great number of studies in the area of discourse analysis these days However, the number of those works based on Systemic Functional Perspectives does not seem to reflect the potential variety Especially in the last few decades, Vietnam has been seen its expanding relationship with many other nations in economics, scientific and technical fields; English language as an international language, therefore, has been widely used in every field, especially in business communication in general and business transaction in particular The issues of business communication as well as business transaction thus should be unsurprisingly a rich source for linguists in analyzing discourse An inspirational source that helps me to prompt the choice of the TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives analysis of business correspondence is the fact that this kind of letter is truly suitable and essential in Vietnamese background recently It cannot be denied that business correspondence plays an important role in business communication Besides, it is a fact that defects seem to be unavoidable in carrying out business transactions; even for the best-managed organizations this seems to be in the same case Letters of complaint, therefore, can be made and understood as customers‟ inevitable reaction In Vietnam, customers have gradually had the tendency to write complaint letters; however, this has not become their habit and a number of customers, in fact, still hesitate to this although they know they have the right to In addition, knowing how to write an effective business complaint letter is really a challenge for many people My own observation shows that even the students of business have limited knowledge and experience in writing complaint letters not only in English but also in Vietnamese In the hope of working out some solutions to help Vietnamese people as well as Vietnamese students, to some extent, overcome their difficulties in writing business complaint letters, the study is an attempt to analyze some basic discourse features of business complaint letters from Systemic Functional Perspectives Based on this, similarities and differences between English letters and Vietnamese ones will be identified After that, some suggestions will be drawn out to improve the studying and teaching writing business complaint letters in English Aims of the study The object of the study focuses on only one kind of business letters, namely, the letters of business complaint in both English and Vietnamese Due to the constraints in time and limited knowledge in Business English, this thesis will not deal with all aspects of complaint letters but concentrate on analyzing transitivity pattern, mood, thematic pattern, and cohesion of letters in the light of Systemic Functional Grammar The study aims at: - 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; TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives II Appendices Survey questionnaire This survey is designed for my research into “Hiding bad feelings in daily conversations in American and Vietnamese” Your assistance in completing the following items is highly appreciated It is assured that you will not be identified under any circumstances Thank you very much for your assistance! A Please answer these questions below or tick (√) where appropriate:  Nationality: ………………………  Age: Below 20 Above 40 Above 20 Above 50 Above 30 Above 60  Gender: Male Female  Marital status: Married Single  Area where you spend most of your time: Urban Rural  Occupation: ………………………  Acquisition of language(s) other than your mother tongue: Foreign language(s) Excellent Good Fair Poor B Please tick (√) where appropriate (you can choose more than one option in questions and 3): How often you hide your bad feelings? Always Rarely Sometimes Never What is your purpose when you hide your bad feelings? To be polite To prevent other people’s embarrassment To prevent yourself from being embarrassed TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives III To get yourself out of troubles To avoid hurting a person’s feelings To minimize disagreement To hide your true feelings Not to shock or surprise others Other reasons: (please specify) What bad feelings you often hide? Disagreement Shyness Anger Nervousness Fear Doubtfulness Sadness Boredom Annoyance Discomfort Other bad feelings: (please specify) C For the situations below, please tick (√) the best answer in your opinion or give out your own way to hide your bad feelings verbally You are teaching in a university You are disappointed when the leader of your department informs you that you will be moved to other department which you don’t like You will hide your true feeling by saying: Thanks, but it’s not that important I think it may be better if I work in other department Thank you, it’s no problem Other ways: How would you hide your negative feelings when your classmate frequently cancels your appointments with him or her to work in group for your assignments at the last minute because some "important" issue has come up? Ok, it is no problem All right, I am free next Saturday Well, see you next time Other ways: You have to make a presentation in front of your class, and you are very nervous, but you don’t want to admit it when your friend asks you “Are you nervous?”, you will say: No, not at all I’m as ready as I’ll ever be TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives IV Oh, no I’m fine Well, I’m starting to feel better Other ways: You had your heart set on a Nokia mobile phone for your birthday, but your husband/ wife gave you a Sony Ericsson instead However, you not want to appear ungrateful or hurt his feelings You will say: It’s very nice Thank you! Thank you, honey! I like it very much Well, the pattern is very interesting Other ways: Your sister has just bought a new shirt in a famous fashionable shop and asks you your opinion on it You don’t like it, but you don’t want to hurt her feelings Hide your feelings appropriately in your response: It’s quite unusual, and the pattern’s very interesting, too Well, it is nice Oh, I like the color Other ways: You can take a little criticism from your boss from time to time when you've messed up, or haven’t quite done something right How would you hide your negative feelings or attitudes when criticism seems to be the only type of feedback you get, and you don’t receive recognition for your positive contributions? Oh, I am sorry for that Gee, and here I thought you were coming over to tell me what a good job I did on that last project I appreciate feedback It helps me improve In addition to criticism, I also appreciate hearing about what I well It helps me know what to keep doing Other ways: Your company has just recruited a new staff working at the same department with you One of the old colleagues doesn’t like him and asks you your opinion on him Although you also have the same negative feelings about this person, you don’t want to reveal it You will response: Well, he seems nice, but I’ve only known him a few days He has a good sense of humor TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives V It’s still early to tell, but I’m sure I will when I get to know him a little better Other ways: Your time and effort in providing the information is greatly appreciate THANK YOU! TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives VI PhiÕu ®iỊu tra Phiếu điều tra soạn nhằm tìm hiểu Cách che giấu cảm xúc không vui hội thoại hàng ngày người Mỹ người Việt Nam Các liệu thu thập đ-ợc đ-ợc sử dụng cho phần phân tích luận văn cao học Xin quý vị dành chút thời gian giúp hoàn thành phiếu điều tra Xin đảm bảo thông tin cá nhân quý vị không bị tiết lộ tr-ờng hợp Xin chân thành cảm ơn quý vị! A Xin quý vị hÃy trả lời câu hỏi vào phần để trống đánh dấu () vào nơi phù hợp: Quốc tịch: Tuổi: D-ới 20 Trên 40 Trên 20 Trên 50 Trên 30 Trên 60 Nam Nữ Giới tính: Tình trạng hôn nhân: Nơi quý vị sống lâu nhất: Đà lập gia đình Ch-a lập gia đình Thành phố Nông thôn Nghề nghiệp: Quý vị biết ngoại ngữ nào? trình độ nào? Ngoại ngữ Giỏi Khá Trung bình Yếu B Xin quý vÞ hÃy đánh dấu () vào đáp án phù hợp đ-a lựa chọn khác vào phần để trống để trả lời câu hỏi sau (quý vị lựa chọn đáp án câu hỏi 3): Quý vị có th-ờng che dấu cảm xúc không vui không? Th-ờng xuyên Rất Thỉnh thoảng Không Quý vị che giấu suy nghĩ, tình cảm không vui với mục ®Ých g×? TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives VII Giữ lịch Để ng-ời khác khỏi bối rối Để không bị bối rối Để tránh phiền toái cho Để không làm tổn th-ơng ng-ời khác Để giảm bất đồng Để che dấu suy nghĩ, tình cảm thật Để không làm ng-ời khác bất ngờ hay ngạc nhiên Lý khác: (xin nªu thĨ) Quý vị th-ờng che giấu cảm xúc không vui nào? Bất đồng Xấu hổ Tức giận Lo lắng Sợ hÃi Nghi ngờ Buồn bà Chán ngán Phiền toái Không thoải mái Cảm xúc không vui khác: (xin nêu thĨ) C Víi c¸c tình d-ới Xin quý vị hÃy đánh dấu () vào đáp án phù hợp đ-a lựa chọn khác vào phần để trống để che giấu cảm xúc không vui giao tiếp dùng lời nói: Bạn giảng dạy tr-ờng đại học Bạn cảm thấy buồn thất vọng tr-ởng khoa thông báo với bạn bạn phải chuyển đến dạy khoa khác mà bạn không thích Bạn che giấu cảm xúc thật cách đáp lại: Cảm ơn sếp, điều không quan trọng Tôi nghĩ làm việc khoa khác tốt cho Cảm ơn sếp, vấn đề đâu Cách khác: Bạn che giấu cảm xúc không vui nh- ng-ời bạn học lớp đại học với bạn th-ờng xuyên huỷ bỏ hẹn làm tập nhóm hết môn vào phút cuối vài lý đó? Đ-ợc rồi, không đâu Mình rảnh vào thứ tới Gặp bạn hôm khác Cách khác: TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives VIII B¹n cã mét tập trình bày tr-ớc lớp, bạn lo lắng nh-ng bạn không muốn thừa nhận điều người bạn bạn hỏi Bạn có lo lắng không?, bạn nói: Không đâu, đà sẵn sàng cho trình bày mà ồ, không Mình ổn Mình đà cảm thấy tự tin Cách khác: Bạn muốn đ-ợc sở hữu điện thoại Nokia vào ngày sinh nhật mình, nh-ng chồng/ vợ bạn lại tặng bạn điện thoại Sony Ericsson Tuy nhiên bạn không muốn để lộ cảm giác không thích quà làm tổn th-ơng anh ta/ cô ta Bạn nói: Cảm ơn, đẹp Cảm ơn ông xÃ/ bà xà Em/ Anh thích ồ, kiểu dáng đẹp Cách khác: Chị gái bạn vừa mua ¸o míi ë mét cưa hµng thêi trang nỉi tiÕng hỏi bạn ý kiến áo Bạn không thích áo đó, nh-ng bạn không muốn làm cô buồn HÃy che giấu cảm xúc bạn cách đáp lại cô ấy: Trông lạ, kiểu dáng hay ồ, đẹp Em thích màu Cách khác: Đôi bạn bị sếp phê phán đà làm hỏng việc làm việc không Bạn che giấu cảm xúc không vui nh- bạn nhận đ-ợc lời chích mà không nhận đ-ợc thừa nhận cho đóng góp tích cực mình? Tôi xin lỗi điều Tôi tin dự án tới làm việc tốt Cảm ơn sếp đà góp ý, điều giúp tiến Tuy nhiên muốn sếp thừa nhận việc mà đà làm đ-ợc, giúp có động lực để tiếp tục công việc Cách khác: Công ty bạn vừa tuyển dụng nhân viên mới, làm phòng với bạn Một nhân viên cũ không thích hỏi bạn ng-ời Mặc dù bạn thiện cảm với ng-ời nhân viên nh-ng bạn không muốn để lé B¹n sÏ nãi: TIEU LUAN MOI download : skknchat@gmail.com (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives (LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives(LUAN.VAN.THAC.SI).English.and.Vietnamese.business.complaint.letters.a.comparative.study.from.systemic.functional.perspectives