Finding analysis in this chapter, we will use data to analysis about attitudes ‘s staff and causes affecting english speaking skill

the difficulties and solution to improve English speaking skill for employees in wow company...21 CHAPTER 4: RECOMMENDATIONS AND CONCLUSION...26 4.1.. The aim of this research is to acqu

TABLE OF CONTENTS

ABSTRACT iii

ACKNOWLEDGEMENTS iv

LIST OF ABBREVIATIONS v

LIST OF CHARTS AND FIGURES vi

CHAPTER I: OVERVIEW OF THE STUDY 1

1.1 Rationale: 1

1.3 Aims of the study: 2

1.4 Research question: 3

1.5 Scope of the study: 3

1.6 Research methodology: 3

1.7 Organization of the study 4

CHAPTER 2: LITERATURE REVIEW 5

2.1 What is speaking? 5

2.2 What is speaking skill ? 6

2.3 Kinds of speaking situation 6

2.4 Elements of Speaking 7

2.4.1 Language feature 7

2.4.2 Mantel / social processing 8

2.5 The Importance of Speaking 8

2.5.1 It shows your willingness to go beyond basic business standards 8

2.5.2 It will help you to communicate better with your colleagues 9

2.5.3 It is important for delivering presentations and speeches 9

2.5.4 Good pronunciation always makes a good first impression 10

2.5.5 It allows you to travel 10

2.5.6 It gives you an edge in other jobs as well 11

2.5.7 Finally, it allows you to express yourself in a language that everyone understands 11

2.6 Aims of improving english speaking in the company: 12

2.7 Barriers to good english speaking skills: 12

2.7.1 Ambiguity 12

2.7.2 being an alert Listener 13

2.7.3 Emotional Barriers 13

2.7.4 Language Barriers 13

2.7.5 Lack of interest 13

2.7.6 Cultural differences 13

2.7.7 Psychological barriers 13

2.7.8 Physical barriers 14

2.8 Motivation: 14

CHAPTER 3: FINDING ANALYSIS 16

3.1 Sample 16

3.2 Purpose of survey questionnaire 16

3.3 Analysis of Results 16

3.3.1 personal Information 16

3.3.2 the reality of Speaking English in Wow company 18

3.3.3 the difficulties and solution to improve English speaking skill for employees in wow company 21

CHAPTER 4: RECOMMENDATIONS AND CONCLUSION 26

4.1 Summary of the study 26

4.2 Limitation of the study 26

4.3 Suggestions for the further study 27

4.4 Recommendations 27

CONCLUSION 29

REFERENCE

APPENDIX

The aim of this research is to acquire knowledge about the theories ofEnglish speaking skill, to know the reality of the use of English speaking skill inWoW company, to find out the reality and the solutions to improve it, to raisethe employees awareness of the speaking English skill and to make somesuggestions for the future studies

There were two main findings in this study Firstly, English language skillscan contribute to better job performance and promotion in Wow company Formore details, employees with English speaking skills seem to have better chancefor promotion their career in all department

In summary, by presenting a qualitative research method of WoWcompany, this research aims at contributing better understanding of effectiveEnglish speaking skill

I would like to express my sincere thanks toward my supervisor, Hoang ThiThuy in English Faculty – Thuong mai University for her guidance, valuabletime, and assistance in this study Thanks to her tireless and helpful support inthe preparation as well as the correction My deepest gratitude is given to myteachers at Thuong Mai University who provided me with the invaluableopportunity to contact to WoW company

I would like to thank the staffs who were willing to support me for myanalyses in all departments of WoW English center, especially Ms Nguyen ThiHuyen who is Head of Marketing department for the support and insightfuladvice to complete my interviews questionaires, as long as for taking precioustime to share their experience

Also, I would always acknowledge the encouragement and support from

my family, especially my dear mother

Finally, I would like to send my thanks to my friends for their directly helpand encouragement with source materials in my writing process

LIST OF ABBREVIATIONS

i Co

ii No

: Company: Number

LIST OF CHARTS AND FIGURES

Chart 1: Employees’ age 16

Chart 2: Employees’English skill at school 17

Chart 4: The amount of time a receptionist had worked for the company 17

Chart 3: The main skill to be promoted by employees 18

Chart 5: The importance of English speaking skill for employees 19

Chart 6: The frequency of using spoken English in WoW company 19

Chart 8: Classification of employees’ current level in spoken English 20

Chart 9: Employees’ views about the necessity of Spoken English in WoW company, nowadays 21

Chart 7: Employees’ answers about having training courses in their company 22

Chart 10: The role daily interaction in the development of spoken ability 22

Chart 11: Employees’ opinion about the difficulties in understanding some words that can cause ambiguity 23

Chart 12: Number of receptionist confident when communicate by English in their job 23

Chart 13: difficulty in express their ideas through English speaking 24

Chart 14: the decision of employees falling into an embarrassing situation 24

CHAPTER I: OVERVIEW OF THE STUDY

1.1 Rationale:

Nowadays, along with the global encoding process, using the language andEnglish is essential to recovering the need for learning as well as the work ofeveryone Especially when Vietnam is in the process of developing andintegrating with other countries in the world, so use English as a bridge to helpyou exchange with foreign countries, make friends, exchange experience,knowledge with other national countries Therefore, English has become asubject, an important task in the education and training of each country,including Vietnam

English is not just another language Learning English can open a world

of opportunities and enable you to communicate with a lot more people andbusinesses

The ability to speak flawless English will add to your resume andconfidence when you are going for job interviews Most businesses wanttheir employees to have good command of written and spoken English Theability to understand English will help you in education and research for anysubject

One of the biggest benefits of having the ability to fluently speak andunderstand English is its global status It is one of the most widely spokenlanguages in the world There are many countries where English is theprimary language of communication A lot of countries take English as theirofficial language

In Vietnam, English is the golden key to success In the face ofglobalization and integration, English is considered the most widely spokenlanguage in the world, when nearly 60 countries use English as the primarylanguage Therefore, this foreign language plays a very important role in thecurrent integration of globalization Human relations as well as cooperation,

investment in any field from business, commerce, transportation, technology,communication, tourism, etc to the opportunities in learning, expanding ties toco-operate not only in Vietnam but also in other parts of the world.

As a leading education company, The English Language Training System(Wow English) is designed to help students learn the most easily and with themost excitement Those movements require all staffs in WoW to use Englishmore frequently and professional especially English speaking skill tocommunicate well with foreign teachers, partners, etc

However, through the internship process at WoW company, it is clear thatalmost staffs in the company still use English in the bad way, especially withstaffs in Sale Department of the company Therefore, a researching was how toimprove English speaking skill is needed

1.2 Previous studies:

For WoW company- The English Language Training System (WowEnglish) is designed to help learners learn the most easily and with the mostexcitement With a special training model and methodology "Lazy English" - thecombination of the most effective teaching methods at present, Wow organizesand provides special courses of English training for all students and businessesacross the country Those movements require the employees in WoW company

to use English more frequently and professional, especially in speaking tocommunicate with customers, learners, foreigner teacher, etc Therefore, the role

of using English speaking skill in daily work correctly and efficiently is reallyimportant Before this study, there is no one researching how to improve Englishspeaking skill in WoW company That is the reason why this research becomesnecessary and will come in handy in WoW company

1.3 Aims of the study:

The study is aimed at the following goals:

- To find out the most common di culties in learning speaking skill forfficulties in learning speaking skill foremployees in WoW company

- To investigate the reality of the use of English in speaking in WoWcompany in order to identify some common English speaking mistakes incompany

- To acquire knowledge about the theories of English speaking skill Andgiving some suggestions for all employee in WoW company

Therefore, this research can be used for raising employees in WoWcompany’s attitude toward the importance of using English speaking skill indaily work

1.4 Research question:

Research question of study is survey:

- What problems of speaking English are most often encounteredbyemployees in Wow company?

- What are the possible causes of employees di culties in acquiringfficulties in acquiringspeaking skill?

- What techniques should students apply in improving the e ectiveness offfectiveness ofspeaking skill?

1.5 Scope of the study:

The study will be conducted with staffs in Marketing Department who useEnglish to promote the company, to test the level and to consult the suitablecourses for customers

Actually, there are lots of various techniques to study Englishcommunication It requires much of time and effort because of the limitation oftime and knowledge, resources mine, this study can only focus on study someeffective techniques in improve english for employees in Wow Company

1.6 Research methodology:

1.6.1 Data collection

I have study from related books, documents in library and website to getbackground knowledge Moreover, I was consulted ideas and opinions with

supervisor, speacialist, english teacher

1.6.2 Survey questionnaires

In terms of the methods, the questionnaire is designed as a mean forresearcher to collect data Questionnaires are more convenient, take less time,cheap and easy for employees to answer Moreover, questionnaires areconsidered more reliable way since you are anonymous and this encouragesgreater honesty Questionnaires included closed and open-ended questions Thequestionnaire is given to employees with the hope to find out their attitudestowards their English speaking skill and their di culties in fficulties in acquiring speaking

After gathering all the results of questionnaire with answers, I use themethod of analyzing data Basing on the statistic numbers, I analyze and find outthe situation, difficulties and then causes in order to suggest suitable solution fortheir problems

1.7 Organization of the study

This study is structured as follows:

Chapter 1: the Overview of the study In this chapter some of the issues likeRationale, Previous studies, Aims of the study, Research Subjects, Scope of thestudy, Research methodology, Organization of the study will be dealt with

Chapter 2 literature review In this chapter, some of the theories at

background relating to the study will be looked at

Chapter 3: Finding Analysis In this chapter, we will use Data to analysisabout attitudes ‘s staff and Causes affecting english speaking skill:

Chapter 5: Recommendations and suggestion at last, Summary of the study:

Limitations and suggestion for further study and Causes affecting englishspeaking skill:will be presented

CHAPTER 2: LITERATURE REVIEW

An overview

Speaking among the other foreign language skills (listening, reading andwriting) seems intuitively the most important one As the process of learningand applying the skills of oral English are so closely related, classroom should

be a place where the use of spoken language is sensitively supported since itenables students to make connections between what you know and what you arelearning, and it is the one through which you are going to be judged while thefirst impressions are being formed, that's why according to (Ur, 1984): "Many ifnot most foreign language learners are interested in learning to speak

2.1 What is speaking?

In Oxford Advanced Dictionary the definition of speaking is The action ofconveying information or expressing one's feelings in speech and it involvesthe activities in the part of the speaker as psychological, physiological(articulator) and physical (acoustic) stages” (https://en.oxforddictionaries.com/definition/speaking)

According to Chaney, “speaking is the process of building andsharingmeaning through the use of verbal and non-verbal symbols, in a variety

of contexts” While another expert, Theodore Huebner said “Language isessentially speech, and speech is basically communication by sounds” Andaccording to him, “speaking is a skill used by someone in daily life communication whether at school or outside The skill is acquired by much repetition” - Oxford Advanced Dictionary, p 13 A L Chaney and T L.Burke, Teaching Oral Communication in Grades K-8 (Boston: Allyn &Bacon,1998), p 13

Tarigan (1990:3-4) defines that “speaking is a language skill that isdeveloped in child life, which is produced by english speaking skill, and at thatperiod speaking skill is learned”

According to Ladouse (1991) “speaking is described as the activity as the

ability to express oneself in the situation, or the activity to report acts, orsituation in precise words or the ability to converse or to express a sequence ofideas fluently”

Furthermore, Tarigan (1990: 8) said that “Berbicara adalah cara untukberkomunikasi yang berpengaruh hidup kita sehari-hari” It means that

“speaking as the way of communication influences our individual life strongly”.From the explanation above, it is concluded that speaking is what we say towhat we see, feel and think When we feel something, we want someone canhear us So, in this process we can call it is an interaction between two sides

2.2.What is speaking skill ?

Speaking is in the heart of communication in both general and businessEnglish Chaney (1998) defines speaking as “the process of building and sharingmeaning through the use of verbal and non-verbal symbols, in a variety ofcontexts.”(p.13) In other words, speaking is an important skill that deservesmore attention whether in first or second language learning and teaching,because it is the way for students to express themselves and cope with eachcommunicative situation Also, speaking is a complicated productive skill thatinvolves more than just pronouncing words As Brown, 1994; Burns & Joyce,

1997 said “Speaking is an interactive process of constructing meaning thatinvolves producing and receiving and processing information.” Moreover,learners should be aware of when, why and in what ways to produce language(sociolinguistic competence) rather than knowing how to produce certain points

of language, means linguistic competence (grammar, pronunciation, orvocabulary)

2.3.Kinds of speaking situation.

Through research, three kinds of speaking situations can be refered as:

must use listening and speaking, can ask to slower or repetion Some situationare partially interactive because when giving speech to the audiences, we do nothave chance to face to face, the audience can not interrupt our conversation,only listening through radio We also can not judge expressing, face or bodylanguage.

Some situation may be totally non- interactive because recording a speechfor a broadcast

Here are some micro- skill involved speaking:

- Pronounce the distinctive sound clearly enough to distingush them

- Use stress, intonation pattern and rhythmic pattern of language clearlyenough so that people can understand what is said

- Use the correct forms of words, change tense, case or gender

- Use vocabulary approriately

- Make the main ideas stand out, clearly

 Lexis and grammar

Learners usually use the same lexical utterances in different functions In

this case, the teacher is asked to provide them with different phrases whichconvey different functions, so that you can use them in different speakingsituations

 Negotiation language

“Learners benefit a lot from negotiation of the language that is why the role

of the teacher is to give them some phrases which help them to ask for furtherexplanation Also, speakers discourse should be well structure and formulated to

be clear for the listener “(p.269)

2.4.2 Mantel / social processing

Knowing the language skills or devices as a part of spoken production isnot enough since it is involves immediate processing while interacting with one

or more participants

 Language of processing

Learners need to be able to process language in their minds You have toput information in coherent order so that the listener grasps what the speakerintended to say In addition, speakers should be able to retrieve words andphrases from their memories to use them when you are interacting with others

 Interacting with others

Most speaking situations involve interaction between two or moreinterlocutors This indicates that a good speaker should be a good listener aswell So, understanding others feeling and knowing when to take the floor ofspeech or allowing the others talk is very important

 Information processing (on the spot)

The more we are rapid in processing information the more “effective weare as instant communicators” and vice versa So that speakers should be readyfor processing information And you have to response to the others talkimmediately

2.5 The Importance of Speaking

2.5.1 It shows your willingness to go beyond basic business standards.

Back in the early days of pre-globalization, knowing English was a plus.Like it or not, it was a mark of superior knowledge and sophistication It madeyou look impressive to people.

Now, regardless of your background and upbringing, many bosses willautomatically expect you to know the language Even if you received education

in a different language or come from a place where English is barely spoken

Today you are expected to know English.

This means that in order to impress your interviewer or boss now, you have

to show that you are extremely fluent and competent in both speaking and

writing the language (Archita Mittra, FluentU Business English Blog)

2.5.2 It will help you to communicate better with your colleagues.

Working in an office means teamwork and collaboration Even if you are

an introvert (someone who prefers to spend more time alone), you will have tointeract with your colleagues And that will be difficult if you don’t know thelanguage you speak very well In a worst-case scenario, it may even lead tomisunderstandings that might put your job at stake

Similarly, you need to know the right people to get the best job or apromotion at work For that you need superior networking skills Learningbusiness English helps you to develop both your language and interpersonal(communication) skills

Ultimately, it will help you to adequately express and represent yourself infront of other people

The best way to learn better English communication is to speak thelanguage often, preferably with a study partner in person or online, via Skype.You can also check out this MOOC on communication skills on Coursera

(Archita, Mittra FluentU Business English Blog)

2.5.3 It is important for delivering presentations and speeches.

As mentioned before, business English is important for effectivecommunication You cannot deliver a presentation to your team or be in charge

of a board meeting if you speak in your native tongue and if no one else in thatroom speaks that language So you need to speak the “common tongue” well, soyou can translate your thoughts and ideas into coherent (clear and logical)sentences that everyone can understand and respond to.

Just having a great idea isn’t enough You have to successively express it toyour audience

Luckily, there are also plenty of online courses that focus on

successful business meetings and presentations (Archita Mittra, FluentU

Business English Blog)

2.5.4 Good pronunciation always makes a good first impression.

Speaking and writing business English are two different skills—you maywrite well, but unless you can speak clearly and fluently, you are unlikely tomake an impact in the workplace People do judge you by the way you speak.Also, the type of English that is spoken differs from place to place AmericanEnglish isn’t the same as British English There are in fact notable differences inaccents and pronunciation Similarly, in India it is acceptable to mix words fromIndian languages with English to communicate something, leading to theformation of a “hybrid” (combined) language

So wherever you work, it is best to research the type of language that isspoken there, and try matching your accent more closely to the native one, tobetter blend in If your interviewer gets the impression that you are at home withthe language, you are already halfway to getting the job

The best way to improve your pronunciation is, of course, to listen to goodpronunciation This podcast on Business English Pod is sure to be of great help

(Archita Mittra FluentU Business English Blog)

2.5.5 It allows you to travel.

If you have always dreamed of working for an international company ortraveling around the world for business, English is the most likely language tohelp you communicate with strangers

After all, you don’t want to get into a situation where you are in a foreigncountry and no one can understand what you are saying, right?

If you are not confident about cross-cultural communication, this business

English MOOC should answer all your questions (Archita Mittra, FluentU Business English Blog)

2.5.6 It gives you an edge in other jobs as well.

If you have a full-time job or run your own business, but also do nightshifts or part-time jobs to supplement your income, you probably already knowthat your English proficiency will give you an edge over other applications.Whether it is waiting tables, babysitting, being a shop assistant, helping withevents or even walking someone’s pet dog, your knowledge of the Englishlanguage may come in handy

If you need free resources to supplement your English learning while stillworking on your career, you can always find plenty of tips, resources and

vocabulary on FluentU’s Business English Blog.

2.5.7 Finally, it allows you to express yourself in a language that everyone understands.

As I mentioned before, English is the “lingua franca” of the world due toWesternization and globalization So being fluent in English is essentially asurvival strategy in today’s competitive world It automatically improves yourchances of climbing the corporate ladder

The way you speak and communicate is also linked to your interpersonalskills, leadership qualities and level of empathy (ability to relate to otherpeople) So mastering the language will help you master all the “soft skills” and

“life skills” you need to succeed in the workplace, too!

And there are plenty of courses that cover these skills along with English,like these ones on business and entrepreneurship and career development

To improve your business English, your best option is to sign up for aproper business English course, online or offline, depending upon your needs

and convenience.

You can supplement this learning by looking up vocabulary lists, playingword games, listening to podcasts or audiobooks, watching educational andauthentic YouTube videos and practicing with online exercises If you areespecially into self-study, make a plan and stick to it

And finally, interact with your peers and friends in business English andask for feedback People are usually more than happy to help

Most importantly, don’t be afraid to make mistakes

Learn from the past, believe in yourself, work hard and success will surelyfollow you

(Archita Mittra FluentU Business English Blog)

2.6 Aims of improving english speaking in the company:

New research from Pearson shows that English skills are considered criticalfor entry-level employees, no matter where in the world you are looking forwork: About 30% of English learners in global markets like Asia, Europe andSouth America said you were learning English to apply for a job in their owncountry, and another 30% of English learners said you were learning English towork overseas We've captured several stories of improved productivity fromemployees at multinational companies

2.7.Barriers to good english speaking skills:

Speaking forms a very important part in our day to day life People love totalk Either you talk about themselves or about others or about any event Assoon as, you allow your communication partner or partners to express theirthoughts, you start participating and this enriches the experience

Much of the good communication is not about speaking, it is more aboutlistening, observing, paying attention to what the partner thinks or feels

2.7.1 Ambiguity

Usage of words that can cause ambiguity Words can mean different things

to different people So, we need to be aware that our expected meaning may be

different from that of the other person This can have unfortunate repercussions

at times

2.7.2 Being an alert Listener

One needs to be an alert listener Poor listening can lead tomisunderstanding of what is being said or can also lead to a poor response.Listening is not just hearing the words said, but a lot more

Listening well is one of the best things It helps immensely to provide thespeaker with the desired response that in turn leads to a healthy conversation

2.7.3 Emotional Barriers

Some people find it difficult to express themselves You are completeintroverts and take their own time to come out of the shell This acts as thebiggest hurdle as breaking the ice at the preliminary stage is of immenseimportance

2.7.6 Cultural differences

Different cultures greatly vary in the norms of social interaction, as the way

in which emotions are expressed differ greatly

2.7.7 Psychological barriers

It is a state in which the receiver will be influenced by the message that isreceived In other words, it is the manner in which the message can be taken bythe receiver