ABSTRACT
ACKNOWLEDGEMENTS
TABLE OF CONTENTS
CHAPTER 1: OVERVIEW OF THE STUDY
1.1. Rationale
1.2. Previous studies
1.3. Aims of the study
1.4. The research Subjects
1.5. Scope of the study
1.6. Research methodology
1.7. Organization of the study
CHAPTER 2: LITERATURE REVIEW
2.1. Business letter
2.1.1. Definitions of business letter
2.1.2. Importance of business letter
2.1.3. Qualities of a good business letter
2.1.4. Parts of a business letter
2.1.5. Format of a business letter
2.1.6. Types of business letters
2.2. Refusal letter
2.2.1. Definition of refusal letter
2.2.2. Difficulties in writing refusal letters
CHAPTER 3: RESEARCH FINDINGS
3.1. The research context
3.2. Procedure of data collection
3.3. Results and discussions
3.3.1. Frequency of writing business letters of the fourth year English-majored students at Thuongmai University.
Table 3.1: Frequency of writing business letters
3.3.2. The length of a business refusal letter that students usually write
3.3.3. Problems in writing business refusal letters of the fourth year English-majored students at Thuongmai University
Table 3.3: Mistakes of writing business refusal letters
Table 3.4: Difficulties in writing business refusal letters
3.3.4. Suggested solutions to improve English business refusal letter writing skill
Table 3.5: Suggested solutions to improve business refusal letter writing skill
CHAPTER 4: SUGGESTIONS
4.1. Suggested solutions to improve business refusal letter writing skill for the fourth year English-majored students at Thuongmai University
4.1.1. Solution 1: Learning more about business expressions
4.1.2. Solution 2: Planning your writing
4.1.3. Solution 3: Improving grammar, spelling and punctuation
Table 4.1: Syntactic changes in writing business letters
Table 4.2: Some frequent punctuation mistakes in writing business letters
4.2. Limitations of the study
4.3. Suggestions for further studies
CONCLUSION
REFERENCES
APPENDIX 1