THUONGMAI UNIVERSITY ENGLISH DEPARTMENT GRADUATION PAPER DIFFICULTIES IN STUDYING BUSINESS CORRESPONDENCE OF ENGLISH MAJORED STUDENTS AT THUONGMAI UNIVERSITY AND SUGGESTED SOLUTIONS Supervisor Nguyen[.]
OVERVIEW OF THE STUDY
Rationale
In today's era of economic integration, English, particularly Business English, plays a crucial role in facilitating effective communication and information exchange across borders Mastery of Business English is essential for boosting international trade and fostering global economic growth Developing skills in business correspondence in English is particularly important, as it enhances professionalism and strengthens relationships with international partners As globalization continues to accelerate, proficiency in Business English has become an indispensable asset for businesses seeking to compete and expand globally.
Business Correspondence is a mandatory subject for third-year students at Thuongmai University’s Faculty of English, emphasizing the importance of mastering commercial English letter writing Unlike regular English letters, writing a business letter demands specialized skills, including understanding its proper form, organization, style, and tone to ensure professionalism Students must adhere to a formal and structured approach, applying the appropriate format to different types of business communication A significant challenge for students is grasping the correct writing style and structure of commercial correspondence, which often leads to difficulties in learning this subject effectively Many students struggle to develop the necessary skills to excel in Business Correspondence, highlighting the need for targeted learning strategies.
This research, titled "Difficulties in studying Business Correspondence of English-majored students at Thuongmai University and suggested solutions," aims to help students deeply understand the challenges they face in business writing It offers practical solutions to improve their skills in composing inquiry and complaint letters, thereby enhancing their academic performance Ultimately, the study seeks to equip students with essential Business Correspondence skills to succeed in their future careers.
Previous studies
In the world, there are many documents on business correspondence as well as many studies related to business correspondence They are most commonly found in universities.
Yu (2014) and Fu (2014) had a research paper on the subject, with the title “A
Study on the Characteristics and Writing Principles of Business Correspondence”.
This article explores the “3C” principles and G.N Leech’s politeness principles as foundational theories for effective business correspondence It analyzes the lexical and structural characteristics of language used in BC, highlighting key features that contribute to clarity and professionalism Additionally, the paper emphasizes the importance of polite principles in business writing, providing targeted guidance for crafting successful communication The study concludes that effective BC writing should incorporate these principles to create well-stylized and professionally appropriate letters.
“Your attitude” in mind goes first, followed by attention on tactful sentences. Besides, interrogative sentences could be used to save you from embarrassment when inevitably being negative The last but not the least, the update terms could not be ignored with rapid development of business environment and society”
Shafa (2014) conducted a study titled “Problems in Writing English Business Letters: Errors and Factors,” analyzing errors in business correspondence among third-semester Bina Bangsa Economics students majoring in Management and Accounting The research involved students responding to a customer complaint letter, with data focusing on common error categories based on Ferris and Hedgcock’s (2005) model The study identified various errors in the students' letters and examined the underlying factors causing these mistakes, leading to insightful conclusions about the challenges in writing effective English business letters.
Vietnamese scholar Vu Thi Huong Giang (2010) conducted a comprehensive study titled “An analysis of some techniques to improve writing English business letters,” which provides a solid theoretical background on the definitions, importance, purposes, and various formats and types of business letters The research identified common mistakes made when writing English business letters and offered valuable techniques to enhance writing skills By analyzing the results, the study offers practical strategies to foster goodwill and improve the effectiveness of English business letter writing.
“A study on difficulties to writing business correspondence for major English students of Foreign Languages Faculty of Academy of Finance” by Dam
Hong Loan's 2015 minor thesis investigates the challenges faced by major English students at the Foreign Languages Faculty of the Academy of Finance when writing business correspondence The study aims to actively contribute to the research, development, and practical application of business writing skills It provides a comprehensive overview, helping students gain a clear understanding of the fundamentals of business correspondence and exploring this skill from beginners’ perspectives This research enhances the understanding and teaching of effective business communication for students in the field.
Most studies on business correspondence focus on the principles of writing commercial letters and the challenges faced in composing business emails However, these studies often overlook the specific difficulties students encounter when learning business correspondence as a mandatory university subject Additionally, there is a lack of discussion on effective solutions to address these challenges, leaving a gap in understanding how to better support students in mastering this essential skill.
Aims of the study
This study aims to identify the key challenges faced by English-majored students in developing Business Correspondence skills It seeks to analyze the difficulties hindering effective learning and propose practical solutions to enhance students' proficiency Conducted within the scope of a minor thesis, the research focuses on providing targeted recommendations to improve business communication competencies among learners The findings will offer valuable insights for educators and curriculum developers seeking to optimize teaching strategies in Business Correspondence for English majors.
Analyzing the real situation and difficulties in learning to writing enquiries and complaint letters in Business Correspondence subject of English-majored students.
Suggesting some possible solutions to improve learning to writing enquiries and complaint letters in Business Correspondence subject of English-majored students.
Research subjects
This study investigates the challenges faced by English-major students at Thuongmai University in learning to write enquiries and complaint letters within Business Correspondence skills Identifying common difficulties in mastering these letter types highlights the need for targeted solutions to enhance students' writing proficiency Improving Business Correspondence skills is essential for students to effectively communicate in professional settings, and addressing these challenges can significantly boost their academic and career prospects.
Scope of study
Within the limitation of time (From September 25th, 2022 to November 25th,
This study focuses on the challenges faced by English-majored students at Thuongmai University in learning to write enquiry and complaint letters in Business Correspondence By identifying these difficulties, the research aims to provide a comprehensive overview of common issues and potential solutions Ultimately, the study seeks to assist students in improving their business communication skills and overcoming obstacles in professional letter writing.
Research methodology
A survey questionnaire was administered to 90 English-major students to gather essential data for the research This method enables efficient data collection from a large group simultaneously, saving valuable time The questionnaire comprises 10 multiple-choice questions designed to explore key aspects of the study.
Section 1: Background information and motivation of 90 English-majored students.
Section 2: Issues as learning difficulties, materials, time allocation, and the students’ opinion about their learning to write enquiries and complaint letters in Business Correspondence.
Section 3: Basic mistakes English-majored students make when writing a enquiry and complaint letters.
Then, the researcher collects business letters written by several students (about
This study involves analyzing errors made by ten students to identify common mistakes By examining these errors, the researcher aims to understand the underlying causes and challenges faced by English-major students The findings will help to pinpoint specific difficulties students encounter when studying this subject Based on this analysis, effective solutions and targeted strategies will be proposed to improve students' learning outcomes in English language studies.
Organization of the study
As many other scientific studies, the structure of this research is divided into 4 parts:
The first chapter, "Overview of the Study," explains the reasons behind the research and defines the scope within which the study is conducted, providing a clear rationale for the investigation.
The second chapter, titled “Literature Review,” explores key theories related to the theoretical background of Business Correspondence It emphasizes essential background knowledge necessary for effective communication in business, including the critical points to remember when writing enquiry and complaint letters Additionally, the chapter highlights the essential qualities that make business letters professional, clear, and impactful, providing a comprehensive understanding of best practices in business writing.
The third chapter presents the research findings and analysis of the study, offering an overview of survey results related to learning inquiries and complaint letters in Business Correspondence among English-major students at Thuongmai University It also summarizes the analysis of data collected from survey questionnaires and the review of business letters written by these students, providing valuable insights into their competencies in professional communication.
The last chapter in this part entitled “Recommendations and suggestions”.
LITERATURE REVIEW
Background knowledge of Business Correspondence
Business correspondence is increasingly vital in today’s commercial world, reflecting its growing importance Experts in trade and economics have extensively studied this area to provide valuable insights into the fundamentals of business letters Their research offers guidance on how to effectively learn and utilize business correspondence skills for professional success.
In The Language of Business Correspondence in English, Nguyen Trong Dan
In 1997, it was emphasized that business letters are the primary means for companies to communicate with customers These letters often serve as the customer's main impression of the firm, as they reflect the company's tone and professionalism The quality and tone of business correspondence play a crucial role in shaping customer perceptions and maintaining strong business relationships.
Business correspondence is a vital form of communication involving the exchange of written letters between parties It includes personal letters used to share feelings and thoughts with friends and relatives, as well as professional business letters integral to daily transactions Business correspondence facilitates interactions between businessmen and suppliers, customers, and other stakeholders, serving as an official medium for expressing views, sharing information, and conducting business activities It encompasses various purposes such as requesting product details, confirming orders, and discussing prices or quality, making it an essential tool for efficient business operations.
2.1.2 The importance of Business Correspondence
Today, business activities are expanding rapidly both domestically and internationally, leading to increased trade and a broader supply of goods Effective business correspondence has become essential for facilitating communication, with its importance greatly heightened in this interconnected environment As highlighted in "Business Correspondence," mastering professional communication is crucial for successful business operations and fostering strong commercial relationships.
Translation and Interpreting Department of English Faculty, we have the following points:
Enables maintenance of proper relationship
Effective communication between business enterprises and customers is essential for maintaining strong relationships As both parties are often geographically dispersed, business correspondence plays a crucial role in bridging the distance Customers rely on clear and timely information about products and services, while companies can respond efficiently to inquiries, ensuring customer satisfaction and fostering loyalty Utilizing appropriate communication channels enhances engagement and supports successful business interactions.
This is considered as an economical and convenient mode of communication.
Businesses often use emails and letters to gather customer feedback on complaints and suggestions, serving as an effective feedback mechanism They also communicate updates about new product launches, clearance sales, and discounts through these channels Such correspondence helps build strong customer relationships and enhances business goodwill, fostering customer loyalty and trust.
Business enterprises cannot memorize all facts and figures discussed during conversations with internal and external parties Utilizing written communication methods like letters and emails allows organizations to maintain a comprehensive record of all information exchanged Consequently, business correspondence not only facilitates effective communication but also serves as crucial evidence in case of disputes between parties, ensuring clarity and legal protection.
Helping in the expansion of business
Effective business relies on access to vital information about competing products, current prices, promotions, and market activities Relying on traditional methods to gather this information can be time-consuming and inefficient Business letters streamline this process by allowing traders to easily make inquiries about products and market conditions, as well as receive orders from international clients, ultimately boosting sales and ensuring timely communication.
Business correspondence can be classified into following parts:
Table 2.1 Parts of Business Correspondence
[Source: “A Handbook of Commercial Correspondence” by Ashley, A (1986)]
External correspondence is with outsiders that include customers, suppliers, government agencies, other business houses and any other stakeholder.
A business letter is a formal document used for professional communication between organizations, clients, or external parties It serves as an official means of correspondence, often written to convey important information, requests, or agreements These letters maintain a formal tone and adhere to specific standards to ensure clarity and professionalism in business interactions.
Internal correspondence within an organization primarily involves communication among employees Email has become a vital tool for internal communication due to its speed, cost-effectiveness, and paperless nature, making it an efficient channel for quick and seamless exchange of information among internal parties.
A business memorandum, derived from the Latin term ‘memorale,’ which means ‘to tell,’ serves as an important tool for inter-organizational communication Business memos are used within companies or between subsidiaries to convey ideas, decisions, requests, or announcements in a private and formal manner—more formal than emails but less formal than letters They can also be seen as brief reports, providing concise and direct communication to ensure clarity and efficiency in organizational messaging.
A notice is a written statement that provides details about an upcoming event within an organization, serving as a form of downward communication to inform and request action from concerned individuals using clear and simple language In the realm of business correspondence, one common type is the Business Enquiry Letter, which is used to seek information or clarify details related to products, services, or business opportunities.
Prospective buyers often inquire about essential details such as product quality, quantity, price, delivery methods, and payment options before making a purchase They may also request a sample to assess the product firsthand An enquiries letter is a formal communication sent to sellers to gather this information and facilitate informed buying decisions.
Points to be kept in mind while writing letters of enquiry:
Letters of enquiry should clearly state the information required, which may be asking for a price list or a sample.
Write specifically about the design, size, quantity, quality, etc about the product or service in which the buyer is interested.
The period or the date, till which information is required, may also be mentioned. b, Quotation Letters
A quotation letter is sent by sellers in response to an enquiry from a prospective buyer, providing essential information such as price lists, payment options, and available discounts It is important for businessmen to reply to these inquiries promptly and accurately to ensure clear communication Additionally, order letters are used to confirm purchase intentions and facilitate smooth transaction processes.
In the previous section, we discussed letters of enquiry and their replies, such as quotation letters After receiving a response, a prospective buyer may decide to place an order with a business that offers the best prices and favorable terms An order letter is a written confirmation from the buyer to the seller, instructing them to purchase the specified goods Additionally, complaint letters are used by customers to address issues or dissatisfaction with products or services.
Points to remember when writing enquiry and complaint letters
According to principles mentioned in Handbook of Commercial
Correspondence by A Ashley (Oxford University), the author finds out points of view to remember when writing a business letter:
The layout and presentation of the letter are important as they give the recipient the first impression of the company's efficiency.
Write both the sender's and the recipient's address in as many details as possible and in the correct order.
Make sure that writers use the recipient's correct title in the address and salutation If in doubt as to whether a woman is single or married, use Ms.
Do not write the month of the date in figures.
Choose the correct salutation and complimentary close: Dear Sir/Madam with Yours faithfully, Dear Mr / Ms Smith with Yours sincerely
Make sure the references are correct.
Make sure your signature block tells the reader what he or she needs to know about the writer.
Essential qualities of enquiry and complaint letters
Based on knowledge and theories in documents related to Business Correspondence, we know that the qualities of a business letter can be classified as inner quality and outer quality.
Inner quality refers to the quality of language used and the presentation of a business letter.
Using clear language in business letters ensures that the recipient can quickly and easily understand the message, minimizing misunderstandings Precision in communication prevents ambiguity, which could lead to misinterpretation of important information Clear and straightforward wording is essential for effective business correspondence, fostering better understanding and professional relationships.
The language used in the business letter must be simple and easy One must not write a business letter in difficult and fancy words.
The message written in the letter must be concise and to the point.
The message is written must be concrete and specific By using concrete language, a reader will have a clear picture of the message.
One must always check for the accuracy of the business letter Accuracy generally means no error in grammar, spelling, punctuations etc Correct personnel should be targeted for communication.
Effective business letters require clear and coherent language to ensure that the message is easily understood A logical flow of information is essential for communicating ideas effectively, allowing the recipient to grasp the message without confusion Consistency in the message's structure and tone helps maintain professionalism and enhances readability, ultimately strengthening business relationships.
Effective communication requires crafting a complete, clear message that informs the reader about the issue and offers solutions It should include all necessary details to ensure understanding Additionally, keeping the message concise and to the point enhances readability while still conveying essential information, making it easier for the audience to grasp the core message quickly.
The letter should only contain important information Irrelevant information should not be included and avoided in any business communication.
When writing a business letter, it is essential to use courteous language that fosters professionalism and respect Maintaining an open, friendly, and honest tone helps to build positive communication with the recipient While it’s important to be polite, this does not mean using slang or abusive language; instead, incorporating polite words such as "please" and "thank you" ensures clarity and courtesy Upholding these principles enhances the effectiveness of business correspondence and reflects well on the sender.
A business letter must be neatly typed or handwritten Proper spacing, indention, and use of paragraph should be used.
The outer quality of a business letter means the quality of its outer appearance.The outer look of the letter must be catchy and impressive
The standard size of paper should be used An A4 paper is the most used paper for writing a business letter.
The Quality of the Paper
Choosing high-quality paper is essential for producing professional documents, especially for the original copy While premium paper may be ideal, many firms opt for more cost-effective options, using good quality paper for originals and standard paper for duplicates to balance quality and expenses.
The Color of the Paper
Using different colored paper for various types of letters can enhance communication clarity Color-coded correspondence allows the receiver to easily identify the purpose and priority of each letter This practice improves organization and ensures the message's intent is understood instantly Incorporating colored paper into your mailing strategy is an effective way to convey professionalism and streamline communication.
Properly and uniformly folding your letter is essential to ensure it fits neatly into the envelope, creating a professional impression It's important to avoid overfolding, as excessive folds can damage the letter and give a negative impression to the reader Keeping folds neat and appropriate reflects attention to detail and enhances overall presentation.
The envelope used must be of good quality Special attention must be given to the size of the envelope for fitting the letter.
RESEARCH FINDINGS
Findings from the questionnaires
This study collected data from 90 English-major students at Thuongmai University to identify the challenges they face and the key factors influencing their learning of Business Correspondence in English The researchers utilized questionnaires as the primary method of data collection, asking students targeted questions to gather insights into their difficulties and the factors affecting their academic performance in this area.
3.1.1 The English-majored students’ attitude toward learning Business Correspondence
All students participating in this research studied Business Correspondence, highlighting its vital role in their future careers Prior to studying this subject, 43.3% of students had already written a business letter or email, indicating that English-major students recognize the importance of Business Correspondence even before formal instruction This underscores the awareness among students of the significance of effective business communication skills acquired through college coursework.
English-major students typically attend 1-2 professional lessons per week, totaling 45-90 minutes Beyond class hours, they are expected to dedicate time to independent study and practice to reinforce their learning A detailed chart illustrates the amount of time students spend on Business Correspondence homework and preparing for upcoming lessons, highlighting their commitment to language mastery and professional skills development.
Figure 3.1 Amount of time English-majored students spend doing Business
Correspondence homework and preparing for the new lessons
According to Figure 3.1, 47,8% of English majors spend between 30 to 45 minutes doing homework and preparing new lessons before going to school and
Only 16.7% of students spend less than 30 minutes studying Business Correspondence, despite recognizing its importance Additionally, just 14.4% consciously dedicate over an hour to reviewing previous lessons or preparing new assignments in this subject Many students are hindered by busy schedules, juggling 7 to 10 subjects per semester, which forces them to divide their study time among various courses Furthermore, part-time work and participation in activities such as volunteering, sports, and entertainment also limit their time for reviewing and mastering English-related coursework.
A positive and serious attitude toward studying Business Correspondence significantly impacts student success Students demonstrate their commitment through active engagement in class discussions, consistent study time spent with peers and teachers, and dedicated practice at home Such a focused learning approach not only enhances their understanding of Business Correspondence but also contributes to higher overall academic achievement across all subjects.
3.1.2 Opinions of English-majored students majoring in English about the completeness of the curriculum and Business Correspondence documents compiled by the Faculty of English
Table 3.2 Evaluate the completeness of the content and materials of the Business Correspondence course curriculum compiled by the Faculty of English
The data indicates that only 17.8% of students rate the knowledge and information provided in the curriculum and documents as "Fully," suggesting room for improvement in content clarity and comprehensiveness Additionally, the number of students selecting alternative responses highlights the need to enhance the quality and delivery of educational materials to better meet student needs.
The term "barely" was selected by the highest number of students, with 41 students representing 45.6%, indicating they feel the content presented is sufficient Overall, a significant portion of students, 36.7% (33 students), tend to choose partial answers, reflecting a common trend in their response patterns.
Students primarily rely on the curriculum and resources provided by the Translation and Interpreting Department of the English Faculty, which include theories, illustrative examples, and practical exercises to help them understand Business Correspondence and develop business letter writing skills However, survey results and feedback from English majors indicate that many students find these materials incomplete, prompting them to seek additional information from other sources to enhance their understanding.
This study aimed to explore students' perceptions of Business Correspondence documents provided by the English Faculty A total of 33 students selected "Partially" in response to a relevant question, indicating a nuanced understanding of the content Participants were allowed to choose multiple options based on their opinions, reflecting the complexity of their perspectives The detailed results of their responses are summarized in Table 3.2.
Table 3.3 English majors' opinions on the missing sections of the Business
Missing parts The number of students
This result shows us that 14 students think that they do not have enough illustrative examples to do and better understand the knowledge they have learned.
Approximately 42.4% of students felt that their textbooks lacked sufficient theoretical content on Business Correspondence, highlighting a gap in their learning resources Meanwhile, 15.2% of students expressed the need for more practice exercises to reinforce their knowledge Due to these inadequacies, many students proactively seek additional information from alternative sources to enhance their understanding of Business Correspondence documents To explore this issue further, the author posed questions to 33 students, revealing insights into their learning experiences and resource needs.
Figure 3.2 The frequency of searching for the other sources of Business
Most students rarely seek external sources to enhance their knowledge of Business Correspondence, with 39.4% showing interest in learning more Additionally, only 33.3% of students occasionally consult external documents to improve their understanding, while just 27.3% do so regularly to fill gaps in their study materials This low engagement with external resources contributes to generally poor academic performance, highlighting the need for students to adopt more proactive learning habits outside classroom hours and textbooks to achieve better results.
A positive learning attitude is characterized by students actively engaging with lesson content and demonstrating a willingness to learn independently Students who regularly seek additional resources and research beyond provided materials tend to develop a strong learning attitude, which contributes to higher achievement not only in Business Correspondence but also across other subjects Most English-major students in this study recognize the importance of Business Correspondence and strive to master it, reflecting their positive learning attitude However, time constraints and other commitments often limit their ability to dedicate sufficient time to study and complete all assignments effectively.
3.1.3 Difficult problems when learning Business Correspondence of English-majored students
According to the literature review in Chapter 2, there are various types of business letters, each with distinct aims, requests, and content Learning to write effective business letters can pose several challenges for students To identify these difficulties, the author conducted a study asking English-major students to evaluate the most challenging aspects of learning Business Correspondence The findings, summarized in the subsequent chart, highlight the key problems faced by students in mastering business letter writing.
Layout of each type of letter Grammar
Specialized vocabulary How to use words/phrases
Figure 3.3 The most difficult issues that English-majored students face when learning Business Correspondence
According to Figure 3.3, the primary challenge for English major students is unfamiliarity with the layout of different letter formats, which causes confusion and difficulty while writing, affecting 38.9% of students (35 individuals) Grammar is identified as the second most significant obstacle, with 27.8% (25 students) reporting struggles in this area Additionally, specialized vocabulary and the correct use of words or phrases in context each account for 16.7%, highlighting the need for students to focus on these aspects to improve their performance The author also explored challenges related to submitting inquiries and complaints, and the detailed findings are presented in the accompanying table.
Table 3.4 Assessment of English major students about difficulties in writing enquiries and complaint letters
Easy Less difficult Normal Difficult Very difficult
Table 3.3 reveals that the majority of students (32.2%) find writing a letter to inquire about a business to be normal and difficult, with only 1.1% considering it very difficult Additionally, 34.5% of students perceive it as easy or less difficult, comprising 15.6% and 18.9%, respectively When it comes to writing complaints, 38.9% of students view it as hard, while 32.3% see it as a normal task A combined 25.5% find writing complaints easy or less difficult (12.2% and 13.3%), with just 3.3% considering it very difficult These findings indicate that learning to write questions and complaints is both a common and challenging skill for most students, posing significant difficulty for English majors.
The reasons why learning Business Correspondence becomes difficult
Findings from accumulated English-majored students’ business letters
3.2 Findings from accumulated English-majored students’ business letters
To better understand the challenges students face when writing enquiry and complaint letters in business correspondence, the author collected data by analyzing ten business letters authored by English-majored students during class Due to limited scope, time, and space, this study focuses on a small sample of 10 letters written by these students.
3.2.1 The mistakes made by the students in writing enquiries and complaint letters
The letters written are all inquiries or complaints However, there are several mistakes in those letters, which are performed in the following table:
Table 3.5 Mistakes that English majors frequently commit when writing inquiries and complaint letters
Mistakes The number of letters
Table 3.4 presents the analysis of mistakes in enquiry and complaint letters written by English-major students, highlighting common errors in business correspondence The study reveals that 90% of the letters contain morphological mistakes, indicating learners' misconceptions about word formation and parts of words These errors include incorrect use of verbs, nouns, and articles, often due to difficulties with tense, subject agreement, and prepositions Specifically, verb mistakes occur when students use verbs inappropriately, while noun mistakes typically involve failing to distinguish between singular and plural forms Article mistakes arise from misplacing or misidentifying the correct articles before names or nouns, affecting overall message clarity.
The malfunction of the air conditioner and shower caused significant inconvenience, adding to the frustration Additionally, a planned visit to the zoo was unexpectedly canceled due to rainy weather, ruining our plans.
Examples: (2) “Additionally, please let me know about another option for investment purpose.” (Letter 6)
The study reveals that 50% of the writings contain lexical errors, primarily due to incorrect word choice These mistakes often occur because students tend to translate words literally without considering the context, leading to inappropriate vocabulary use Additionally, students struggle to differentiate between General English and Business English vocabulary, contributing to frequent word choice errors Such mistakes are also evident in the improper use of honorific titles when addressing customers, highlighting areas for language proficiency improvement.
This inquiry is a standard procedure, and we hope for your full cooperation Please gather all necessary documents and meet our representative at the office as soon as possible.
The table reveals that syntactic mistakes appear in 4 letters, accounting for 40% of total letters, highlighting a significant portion of language errors These mistakes primarily involve incorrect sentence structure, often caused by students' limited understanding of English grammar Many students tend to translate directly from Vietnamese to English, leading to common sentence structure errors Such mistakes are prevalent among non-native speakers, as the influence of their mother tongue interferes with proper English syntax Improving grammar skills and understanding of sentence structure is essential for reducing these errors and enhancing overall language proficiency.
Examples: (4) “I am thanking you for allowing me to attend the interview.
During my interview, Ms Rose informed me that I would receive the results within two weeks, regardless of whether I am selected or rejected This job opportunity is very important to me, and I am confident in my performance, believing that my interview went well.
Approximately 30% of the analyzed letters contain mechanical errors, which include spelling, punctuation, and capitalization mistakes These errors often result from rapid writing, where the focus is placed on content rather than proper form Spelling mistakes involve errors in correctly spelling words, while punctuation issues mainly concern the correct use of commas and periods Additionally, capitalization errors are common, with students often neglecting rules such as capitalizing proper nouns and the first word of a sentence.
Examples: (5) “However, the bank rejected my home Loan application,because my credit rating was not good.” (Letter 10)
According to the types of mistakes that have been identified, the author discovered three major factors why the mistakes occur.
Language transfer significantly impacts students' ability to learn a foreign language, affecting whether they produce correct English sentences or struggle with interference Positive language transfer occurs when students accurately transfer skills from their native language, while negative transfer leads to errors caused by linguistic interference Non-native English speakers often produce sentences that are literally translated from their native language, such as Vietnamese, which has different grammatical structures This interference results in students relying on direct translation, reflecting their cognitive processing in their mother tongue and causing challenges in accurate English writing Addressing language transfer issues is crucial for improving English language proficiency among learners.
As a result, there are grammatical mistakes in most of their writing.
Overgeneralization is a key factor affecting language learning, where learners rely on previously acquired linguistic knowledge to produce the target language In this study, overgeneralization manifests when students struggle to recognize specific terminologies and vocabularies used in business correspondence This often leads to students generalizing language without paying attention to the distinctions between general English and business English, which can hinder effective communication in professional contexts.
The third factor is the context of learning It can happen if the students misunderstand the explanation during the process of learning When they apply the lesson improperly, the result will be incorrect It also happens when the students copy from incorrect sources Some students only copy their friend’s work without checking it or revise it As a result, they produce the same number of errors in their writing.
Discussion about the difficulties of the English-majored students in learning
Based on a comprehensive survey and detailed data analysis, the study identifies key challenges faced by English-major students at the English Faculty when writing enquiries and complaint letters The research highlights students' difficulties in understanding formal business correspondence structures, choosing appropriate language and tone, and effectively expressing their needs and concerns Addressing these issues can significantly improve students' ability to craft professional, clear, and effective enquiry and complaint letters in business communication contexts.
Most English-major students have a positive attitude toward learning this compulsory subject; however, limited free time after school hampers their ability to study effectively Their schedules are often filled with multiple activities, and having more than six subjects per semester alongside a dense test timetable adds significant pressure This overload makes it difficult for students to focus on completing assignments regularly, review and consolidate knowledge, or prepare thoroughly for new lessons Consequently, the limited learning time contributes to lower achievement in writing enquiry and complaint letters in Business Correspondence.
Many English-majored students struggle to stay engaged because teachers fail to make the subject interesting, often due to outdated teaching methods Although practical activities and skill development in writing complaint and inquiry letters are emphasized, these approaches have not adapted to changing classroom and societal contexts While successful learning depends on multiple factors beyond just teaching methods, the way teachers deliver lessons significantly impacts student engagement and academic achievement Therefore, ineffective teaching strategies serve as major obstacles hindering students’ progress in mastering English skills.
Students highly value access to relevant books and documents for their coursework, as they provide essential theoretical foundations and practical exercises However, the scarcity of available Business Correspondence materials forces students to seek information from alternative sources, increasing their study time This limited access to key documents presents a significant challenge, impeding students’ ability to efficiently learn and understand the subject.
Based on the survey, students find writing good enquiry and complaint letters to be the most challenging aspect of Business Correspondence Mastering the art of writing effective business letters is crucial for achieving high results in this subject After completing the course, students are able to write enquiry and complaint letters correctly and apply various types of business letters appropriately However, many students' writings contain errors due to both subjective and objective factors, such as limited business knowledge and unfamiliarity with English business writing conventions Additionally, English-majored students tend to be more accustomed to Vietnamese writing styles, which leads to frequent mistakes when writing in English The heavy focus on theoretical study also hinders students’ ability to practice and develop fluent business writing skills.
The researcher identified significant challenges faced by English-major students in learning Business Correspondence through comprehensive data analysis These difficulties span multiple aspects of the subject, highlighting the need for targeted solutions The study also proposes various strategies to effectively address and overcome these learning obstacles, aiming to enhance students' proficiency in Business Correspondence.
RECOMMENDATIONS AND SUGGESTIONS
Recommendations
Based on a comprehensive survey and data analysis, the study identifies key challenges faced by English-major students in Business Correspondence, particularly in drafting enquiries and complaint letters Common errors in business letter writing are also highlighted To address these issues, effective solutions and best practices will be recommended in this chapter to help students improve their business communication skills.
First of all, it is necessary for English-majored students to master their time.
Effective time management is essential for students balancing Business Correspondence studies with other subjects and extracurricular activities, ensuring they complete assignments and review effectively Prioritizing learning over part-time jobs or additional activities helps students concentrate on their academic success Self-study is a highly effective method for mastering Business Correspondence, allowing students to learn independently without classroom supervision, demonstrating a strong learning attitude Since lessons are typically short, self-learning enables quick comprehension and information acquisition Although self-study requires discipline and can be challenging initially, consistent effort makes it easier over time English majors can study at home or in the library with peers, provided they manage their time well and maintain self-motivation.
Secondly, to achieve high results in learning Business Correspondence, learners must have basic business knowledge through learning other subjects well.
One of them is International Trade, which provides basic knowledge of trading methods in international trade, terms of trade in international trade, management of transaction processes, negotiation of international trade contracts and managing the contract implementation process, including implementation planning, implementation organization, and supervision and execution of the contract implementation process as well as risk management in international trade Besides, Business English must be mentioned This compulsory subject not only gives useful knowledge of business but also provides more vocabulary, lessons, exercises which is necessary for students to have a chance to improve all skills consisting of listening, speaking, reading, especially writing Moreover, Translation and Interpreting are also subjects helping students understand the meaning of letters or emails in English most accurately as well as know how to express the messages senders want to convey For students of English Faculty especially English-majored students, learning all subjects well will be a useful tool when learning Business Correspondence.
English-majored students should selectively access new knowledge from external sources, with university libraries offering extensive collections of books and documents rich in information The advent of technological advancements and the internet further facilitates easy access to research materials, lectures, newspapers, and magazines about economics and business, enhancing learning opportunities Key resources such as *The Language of Business Correspondence in English* by Nguyen Trong Dan, *A Handbook of Commercial Correspondence* by A Ashley, and *English and American Business Letters* by Eckersley and Kaufman provide essential guidance for understanding business communication, especially in crafting enquiry and complaint letters Utilizing these reputable texts ensures students gain comprehensive knowledge of business correspondence essential for their academic and professional growth.
To enhance English language skills, students should focus on expanding their vocabulary and mastering grammar, enabling them to apply these skills more effectively English-major students benefit from making associations between new words and familiar ones; for example, linking "gargantuan" with synonyms like "gigantic" or "huge" helps improve retention Connecting new words to related family words significantly enlarges vocabulary Additionally, grammar is fundamental to clear communication, and improper grammar can lead to misunderstandings; thus, consistent practice through grammar exercises and participation in English courses are essential for improvement.
To improve business writing skills, students should prioritize consistent practice, focusing on correct format and grammar to become proficient writers Carefully proofreading and editing business letters helps prevent errors and enhances professionalism Additionally, paying attention to the tone of messages—whether memos, letters, or reports—is essential in effective business communication Expanding business vocabulary through reading economic and business-related materials or learning new words daily can strengthen language skills Finally, leveraging the value of teacher-guided study by actively asking questions and seeking feedback is crucial for continuous improvement in business English proficiency.
Teachers are essential in developing students' writing skills and guiding their understanding of Business Correspondence Their role significantly influences students' ability to incorporate relevant background knowledge, leading to improved writing quality Additionally, effective teaching helps reduce common errors, ensuring students achieve greater accuracy in business communication.
Teachers should directly guide students on effective methods to improve writing skills for enquiries and complaint letters, emphasizing understanding the characteristics and challenges of each type of business correspondence Incorporating diverse exercises and stage-specific activities—covering formal openings, body, and closing—can effectively address common writing difficulties It is essential for teachers to provide clear instructions and create opportunities for students to discuss and resolve their challenges in the classroom Familiarizing students with the standards of good business writing helps them produce comprehensive and professional texts Recognizing the importance of listening skills and understanding typical difficulties enables learners to adopt more effective learning strategies for mastering English writing.
Teachers play a crucial role in equipping students with the necessary background knowledge of Business Correspondence, especially for writing enquiry and complaint letters For example, English majors at TMU should understand the aims, structure, and writing style of complaint letters before practicing Providing students with this foundational knowledge allows them to effectively control the content of their writing, increasing their engagement and interest in the topic.
Teachers should focus on introducing effective writing methods and practice techniques to support students' self-study, encouraging them to research and explore independently Providing students with high-quality sample papers and clear article outlines can make the writing process easier and more manageable This approach helps students better remember and expand their knowledge through consistent practice and familiarization with successful writing structures.
Lastly, teachers also need to diversify their teaching methods to inspire learners They should change bad habits of students who are afraid of writing enquiries and complaint letters in Business Correspondence, and translate word by word as well as tend to use Vietnamese writing style Make more types of essay complete sentences and then write paragraphs This will make it easier for students to write than go into writing a whole letter The teachers should use the strategic questioning strategies and analysis of student work which helps them appreciate the ability of the students.
The limitations of the study
This study was constrained by limited time and resources, impacting the scope of the research The researcher’s capabilities also influenced the depth of the analysis Data collection was primarily conducted through questionnaires, complemented by an analysis of business letters written by students majoring in English, to provide comprehensive insights into the research subject.
This study provides insights into the challenges faced by English-major students at TMU when learning Business Correspondence as a required subject, but it only captures a part of the broader reality To gain a comprehensive understanding, further investigation and consideration of various factors are essential Acknowledging that mistakes and limitations are inevitable, we welcome feedback and additional insights from readers to enrich this research.
Suggestions for further studies
Future research should focus on increasing the number of participants to enhance the validity and generalizability of the findings Considering the limitations of the current study, expanding the sample size is essential for more comprehensive and reliable results These suggestions are crucial for advancing understanding related to the thesis topic.
It is so necessary to spend more time designing questionnaires.
Future research should focus on longer study periods and employ interview methods to gather more comprehensive and valuable data Exploring various aspects of business letter writing can provide a broader understanding of the skills involved These insights will help identify the most effective methods and strategies for mastering different types of business correspondence.
This graduation paper investigates the challenges faced by students at the English Faculty of Thuongmai University when studying Business Correspondence, a mandatory course The study aims to identify key difficulties and provide insights into improving their learning experience By addressing these issues, the research seeks to enhance students' proficiency and success in Business Correspondence Overall, the paper contributes to understanding the obstacles students encounter and offers recommendations for optimizing English language education in this discipline.
This study begins with an overview of its rationale, research objectives, scope, and design It reviews essential background information, including definitions of Business Correspondence, key points for writing enquiries and complaint letters, and the qualities that make these letters effective The research investigates common problems and influencing factors in learning how to craft effective enquiries and complaint letters within Business Correspondence Data collected through questionnaires and analysis of English-majored students’ business letters provide insights into these challenges The study aims to identify gaps and recommend strategies to improve business letter writing skills among students.
Based on the study's findings, several recommendations are proposed for English-majored students and teachers at Thuongmai University to enhance their skills in writing enquiry and complaint letters in Business Correspondence Despite limitations in time, space, experience, and knowledge, the study aims to address key challenges and provide practical solutions The author welcomes feedback from readers to improve future research Ultimately, this study seeks to assist students in mastering effective letter-writing techniques and achieving higher academic results in Business Correspondence.
1 Ashley, A (1986) A Handbook of Commercial Correspondence, Oxford University Press, USA.
2 Dan, N T (1997), The Language of Business Correspondence in English,
3 Eckersley, C E., & Kaufman, W (1980), English and American Business
4 Gartside, I (1992), Model Business Letters, Longman: Pitman Publishing.
5 Giang, V T H (2010), An analysis of some techniques to improve writing
English business letters, Foreign Language Department of Hai Phong Private
6 Humphrey, G.S (1962), The teach Yourself Letter Writer, London.
7 Loan, D H (2017), A study on difficulties to writing business correspondence for major English students of Foreign Languages Faculty of Academy of Finance, Foreign Languages Faculty of Academy of Finance.
8 Lougheed, L (2003), Business Correspondence: A Guide to Everyday
Writing (2nd ed), Pearson Education, Inc
9 Maskari, K M A (2013), A Practical Guide to Business Writing, Writing in English for non-native speakers, United Arab Emirates.
10 Shafa, F N (2014), Problems in writing English business letter: Errors and Factors, Management and Accounting, Indonesia.
11 Shirley, T (2012), Model Business Letters, Emails & Other Business
12 Talbot, F (2009), How to Write Effective English Business, Kogan Page Limited, London.
13 Translation and Interpreting Department of English Faculty, Thuongmai University (2019), Business Correspondence.
14 Wang, Z., & Jia, L (2016), A Case Study of Business Correspondence
English Curriculum Standard Development under the Guidance of ESP Theories.
15 Yulia, S (2015), Business Correspondence Style and Format, National Taras Shevchenko University of Kyiv.
16 Zi, Y., & Fu, Y (2014), A Study on the Characteristics and Writing
Principles of Business Correspondence, School of Foreign Languages China Jiliang
1 https://dictionary.cambridge.org/dictionary/english/
3 https://en.wikipedia.org/wiki/Business_correspondence
4 https://www.thebalancecareers.com/business-letter-examples-samples-and- writing-tips-2059673
5 https://tailieu.vn/doc/business-correspondence-1358654.html
6 https://www.toppr.com/guides/business-communication-and-ethics/ business-correspondence/
Nguyen Thi Huyen Trang, a senior at Thuongmai University majoring in English, is conducting a research study on the "Difficulties in studying Business Correspondence among English-majored students at Thuongmai University" and proposes potential solutions The purpose of the questionnaire is to gather valuable data to support this research, which will solely be used for academic purposes Your participation is highly appreciated, and I kindly ask you to take a few moments to complete this questionnaire to help improve understanding and address challenges faced by students in studying Business Correspondence.
1 Have you studied Business Correspondence yet?
2 Have you written Business letters or Business emails before learning Business Correspondence as a compulsory subject at university?
3 How much time do you spend doing your Business Correspondence homework?
4 How do you evaluate about the completeness of content in curriculum and documents compiled by English Faculty?
(*) If you choose “Partially”, answer 2 following questions (4.1 and 4.2):
4.1 What is missing in Business Correspondence curriculum and documents compiled by English Faculty?
4.2 How often do you research and get information and knowledge from other sources of Business Correspondence documents?
5 What is the most difficult problem when you study Business Correspondence of English-majored students at Thuongmai University?
Layout of each type of letter
How to use words/phrases
6 Evaluate the difficulties in writing enquiries and complaint letters Tick () in the best answer for you in the following table:
Easy Less difficult Normal Difficult Very difficult Enquiry letters
7 In your opinion, what are the subjective reasons that make it difficult to study Business Correspondence of English-majored students at Thuongmai University?
Poor sense of learning old lessons
Not mastering the layout of letter forms
Grammar and vocabulary handling is not good
8 In your opinion, what are the objective reasons that make it difficult to study Business Correspondence of English-majored students at Thuongmai University?
The learning environment is not yet highly applicable, not regularly practiced.
The quality of teachers' teaching is not very effective
Lack of facilities to serve the subject
9 Through this survey, what solutions would you suggest for English- majored students to better study Business Correspondence?
It is necessary to have a better sense and attitude to study.
Improve more on: Vocabulary, grammar, layout of letters
Learn more new learning methods to avoid boredom.
10 Through this survey, what solutions would you suggest for teachers to help students learn better in Business Correspondence ?
Teachers should directly instruct students on effective methods to improve their writing skills,
Teachers should create more practical environment for students: Contests, games
Learn more new teaching methods to avoid boredom for students.
Thanks for your kindly support