ACKNOWLEDGEMENT
Finally, I wish to thank the manager of Essence Restaurant Mr. Pham Van Hung and the CSM of Essence Hanoi Hotel & Spa Mr. Duong Van Quan as well as all my co-workers who help me a lot thorough my probationary period and create a favorable condition for me to complete this research, to get more experiences and improve myself.
TABLE OF CONTENT
LIST OF ABBREVIATIONS
LIST OF TABLES ANF FIGURES
CHAPTER I: OVERVIEW OF THE STUDY
1.1. Rationale
1.2. Previous study
1.3. Aims of the study
1.5. Research subjects
1.6. Scope of the study
1.7. Research methodology
1.8. Organization of the study
CHAPTER II: LITERATURE VIEW
2.1. Communication
2.1.1. Definition of communication
2.1.2. Communication process
2.1.2. The importance of communication
2.2. Mistakes in communication
2.2.1. Definition of mistake
“A mistake is a decision or an action that we come to regret. Mistakes usually cause some degree of pain, loss or struggle. Certainly we might agree that we don't like the consequences and hence we call it a mistake.”(A Shift of Mind, Mel Schwartz)
Mistake has some synonyms such as error, blunder, slip, lapse,… those words mean a departure from what is true, right, or proper. However, each word have different meaning in special context. It mean the meaning of a word or an expression may change depending on the context in which it was used. According the Merriam Webster Dictionary, he differs meaning of mistakes from the other synonyms.
Error suggests the existence of a standard or guide and a straying from the right course through failure to make effective use of this.
2.2.2. The differences between mistake and its synonyms (special error)
2.2.3. Types of mistakes in communication
According to the book “How Many Words Do We Know? Practical Estimates of Vocabulary Size Dependent on Word Definition, the Degree of Language Input and the Participant’s Age. S Front. Psychol” by group of writers Brysbaert M, Stevens M, Mandera P and Keuleers E, there are some types of vocabulary, it includes:
Reading vocabulary
Listening vocabulary
Speaking vocabulary
Writing vocabulary
Steve Peha defines content in communication that: "Content is the presentation of information for a purpose to an audience through a channel in a form."
2.3. Reasons for making mistakes
2.3.1. The subjective factors
2.3.2. The objective factors
CHAPTER III: RESEARCH FINDING AND ANALYSIS
3.1. Overview of Essence Restaurant and the fact of using English at Essence Hotel and Restaurant
3.1.1. Overview of Essence Restaurant
3.1.2. The fact of using English in Essence Restaurant
3.2. Finding and discussion
3.2.1. The roles of English communication skills in the Essence Restaurant
3.2.3. The reasons for mistakes in English communication of the staff in Essence Restaurant
3.2.4. The affection of different cultures to make mistakes in communication of staff
CHAPTER IV: SUGGESTTED RECOMMENDATION
4.1. Increase Your Vocabulary
4.2. Think Before Speaking and Be Confident
4.3. Learn to Listen
4.4. Be Aware of Other People's Emotions
4.5. Don't Show Negative Body Language
4.6. Do Not Interrupt the Other Person
4.7. Empathise
4.8. Practice and Encourage
CONCLUSION
REFERENCES
“Why is communication important to human life?”, Hope Speak, December 16, 2014
“What is the difference between a mistake and an error?”, David Greenspan, Jul 1, 2013
APPENDIX