THUONGMAI UNIVERSITY ENGLISH FACULTY GRADUATION PAPER Topic Difficulties in writing English business complaint LETTERS OF employees at Airseaglobal Joint Stock Company Supervisor Student Le Thi Phuong[.]
OVERVIEW OF THE STUDY
Rationale
Global economic integration has become a crucial trend in recent years, influencing various sectors worldwide As a rapidly developing economy, Vietnam has made significant progress in modernization over the past 30 years However, the lack of comprehensive physical, technical, and social infrastructures has hindered Vietnam's ability to fully meet the demands of industrialization and modernization, especially given that 90% of its population still works in agriculture Despite these challenges, Vietnam has successfully integrated into regional and global markets, positioning itself as a vital player in international economic affairs.
Vietnam's rapid economic growth is complemented by its efforts to enhance trade integration, attracting foreign enterprises due to its large labor pool In addition to booming tourism and real estate sectors, the demand for business English skills is increasingly prominent, supporting the country's goal to become a global business hub.
In today's interconnected global economies, effective business communication is essential for successful import-export and logistics operations Mastering the skills to draft professional business correspondence in English plays a vital role in facilitating smooth international trade Clear and well-crafted communication helps build trusting relationships, ensures accurate information exchange, and enhances overall efficiency in cross-border transactions Therefore, developing strong English business writing skills is a key concern for businesses aiming to thrive in the international marketplace.
Proficiency in English is essential for success in today's job market, extending beyond just interviews At Airseaglobal Joint Stock Company, effective English skills are crucial for handling sales paperwork, contracts, and communication with international partners Strong letter-writing abilities are highly valued, especially in drafting professional correspondence such as complaint letters During my internship, I observed that staff errors in communication led to incorrect records and dissatisfied customers, highlighting the importance of comprehensive writing skills Overall, mastering English and effective letter-writing are vital for maintaining professionalism and customer satisfaction in a global business environment.
This study focuses on the challenges faced by employees at Airseaglobal Joint Stock Company when composing English business complaint letters The research aims to assist employees in improving their business communication skills and effectively addressing common issues encountered in writing professional complaint letters By identifying key difficulties, the study provides valuable insights to enhance writing proficiency, ultimately contributing to better customer relations and organizational efficiency Additionally, this exploration serves as a preparation tool for employees to excel in future business writing tasks, supporting their professional development and the company's overall communication strategy.
Previous studies
Recent research has identified key works on business letters highlighting common concerns about writing complaint letters and effective solutions to address these issues Multiple studies have focused on analyzing the frequent errors and challenges faced by business letter writers, offering valuable insights to improve writing skills and communication effectiveness in a professional context.
This study investigates whether wikis can enhance business writing skills and reduce writing anxiety among EFL learners at Prince Sattam bin Abdul Aziz University Using the Writing Anxiety Inventory (WAI) and Business Writing Skills Test (TBWS), researchers analyzed the impact of using wikis on students' writing performance and anxiety levels The findings revealed that students in the experimental group who used wikis showed significantly higher improvements in business writing skills and experienced lower anxiety compared to the control group These results suggest that integrating wikis into business writing instruction can effectively improve learner outcomes and alleviate writing-related stress.
Research indicates that wikis significantly enhance students' business-writing skills through two key mechanisms Firstly, evidence shows that wikis aid students in developing their business-writing abilities, leading to substantial improvements in form, structure, content, and methodology Secondly, the collaborative nature of wikis offers students numerous opportunities to strengthen their foundational skills and build effective teamwork in business communication Overall, wikis serve as a valuable tool for fostering both individual writing competencies and collaborative skills essential for business success.
Using wikis to produce high-quality content helps reduce students' anxiety and tension associated with writing, making them more willing to participate in writing activities Students' familiarity with computers may contribute to the anxiety-reducing effect of wikis Additionally, students find online tools like wikis beneficial for business letter writing Research indicates that utilizing wikis for communication with college students can be an effective way to teach business correspondence, enhancing their writing skills and confidence.
The study "An analysis of some techniques to improve writing English business letters", written by Vu Thi Huong Giang (2010) (Haiphong Private
This article highlights key techniques for enhancing the quality of English business letters, emphasizing the importance of attitude, positive emphasis, tone, and language It offers practical, reasonable solutions to improve writing skills in a professional context, ensuring clarity and effectiveness in business communication.
This study examines the challenges faced by Airseaglobal Joint Stock Company staff when writing English business complaint letters It aims to identify key difficulties and proposes effective solutions to improve their business communication skills in formal letter writing Enhancing these abilities can lead to more professional and successful customer interactions, ultimately supporting the company's reputation and operational efficiency.
Aims of the study
This study explores the challenges faced by Airseaglobal workers in composing English complaint letters, highlighting common writing errors and difficulties in developing effective writing skills It also examines their attitudes toward self-study to improve their English proficiency The research aims to address key questions regarding the main obstacles in writing complaint letters, the typical mistakes made, and how workers perceive self-directed learning as a means to enhance their communication abilities in a professional context.
Finding out difficulties and some common errors in writing English business complaint letters of Airseaglobal
Analyzing the reasons and suggesting solutions to improve English business complaint letter writing skills in English
Research Subjects
Everyone at Airseaglobal JSC participated in the research, representing all organizational levels The workforce, aged 22 to 35 years, includes both men and women, with 15% male and 65% female employees Most individuals demonstrate core English skills such as listening, speaking, reading, and writing Approximately one-third of the staff have received English training through the university’s correspondence business course, enhancing their language proficiency.
The study's scope
Researching English business complaint letters requires significant time and effort from the researcher, as it involves analyzing various materials and studies Due to these resource demands, the focus was limited specifically to this type of professional correspondence.
Methodology of research
"Mixed methods" research combines qualitative and quantitative approaches in a single study to enhance data validity In this study, a questionnaire was used to gather students' opinions on corporate rejection letters, distributed to 46 members of the Airseaglobal team in English The questionnaire included five targeted questions to identify common challenges and gather tips for improving rejection letter writing skills, along with collecting basic demographic information Additionally, firm employees wrote and qualitatively reviewed business rejection letters to identify specific faults The combination of qualitative and quantitative data collection methods proved to produce reliable and comprehensive results.
Organization of the study
The research is divided into four sections:
The research is summarized in Chapter 1.
This chapter outlines the purpose of the study, highlighting its significance and motivation It reviews previous research to establish the foundation and identify gaps in the existing literature The chapter clearly states the research objectives, defining the key goals the study aims to achieve It describes the research subjects, detailing the participants or data sources involved The scope of the study is also explained, specifying the boundaries and limitations of the research Additionally, the chapter discusses the research methods employed to gather and analyze data, ensuring methodological transparency Finally, it provides an overview of the study's organization, guiding readers through its structure and main sections for better understanding.
In the second chapter, we'll look at the relevant research.
The second chapter lays out the theoretical underpinnings of the study in great depth Each facet of formal business communication is addressed in this chapter. Chapter 3: Research Findings
This chapter presents a comprehensive summary of the study's key findings, highlighting the significant insights gained from the research It includes an analysis of survey results collected after distributing the questionnaire, offering valuable data on participant responses As a crucial part of the overall investigation, these findings provide essential context and support for future research and practical applications.
This chapter addresses key conclusions, limitations, and emphasizes the importance of further research to enhance understanding To support Airseaglobal employees in improving their letter-writing skills, we have compiled a comprehensive list of practical tips and tricks These insights aim to boost communication effectiveness and foster professional growth within the organization.
This comprehensive study incorporates essential sections such as the abstract, acknowledgements, conclusion, references, and appendices It also features a detailed table of contents and a list of charts and tables, enhancing the document's organization and accessibility for readers.
LITERATURE REVIEW
Overview of business correspondence
Business correspondence is a vital form of written communication used in the workplace, primarily for responding to specific letters or messages It is characterized by a formal tone that distinguishes it from other communication methods, emphasizing clarity and professionalism Despite their formal appearance, business letters should be concise and well-structured, ensuring effective communication with organizations, clients, and customers This type of communication is extensively used in the corporate world for official interactions and information sharing.
Correspondence refers to written communication between individuals for various purposes, such as reporting information, expressing feelings, or asking questions It can be formal or informal, and takes the form of memos, emails, or other written formats Whether spoken or written, effective correspondence involves a two-way exchange of information, ensuring clear and meaningful communication.
Effective business correspondence aims to communicate clearly and precisely, making the selection of the appropriate format crucial for the message and its recipients Business correspondents can be individuals in decision-making roles such as presidents, vice presidents, chief operating officers, and business managers, or entire entities like companies, subsidiaries, joint ventures, and government organizations Additionally, communication may involve various departments within a business, including human resources, finance, legal, and communications teams, as well as external groups such as non-profit organizations, political campaigns, advocacy groups, and social organizations, all of whom play key roles in exchanging vital business information for effective operations.
Effective business communication is essential for achieving organizational goals, especially since it ensures accessibility to multiple parties when face-to-face meetings are not feasible It plays a crucial role in facilitating collaboration, conveying important information, and supporting overall business success.
Strong relationships take work No corporation or organization can always reach a particular person The cost falls on all businesses Commercial communication will help a corporation in this circumstance.
It helps maintain healthy interpersonal ties Business partner communication helps the organization flourish It helps with internal communication Internal communication becomes more precise and clear.
Written correspondence serves as essential legal evidence, as it can be used in court to support various claims Business communication plays a crucial role in helping owners organize and retain important information, ensuring accurate record-keeping These documented records are invaluable in legal proceedings, providing reliable proof when needed.
It may promote a favorable image As a consequence, it helps build and maintain consumer relationships Any letter of inquiry, complaint, recommendation, or criticism is valuable to a company.
Business communication is cheap and simple It's a low-cost and convenient option for corporate communication.
Formal business communication involves structured correspondence between two parties, such as a buyer and seller or an employee and supervisor It employs logical and professional language to minimize ambiguity and build trust Using formal communication methods is essential in business contexts to ensure clarity, professionalism, and effective information exchange.
It also aids corporate development Business communication may help a firm reach its goal Thus, enterprises may develop A firm can develop if no time or resources are wasted.
No resource, commodity, or market information is difficult to access It may also be used to spread news about a company's growth.
Business letters remain the primary form of business correspondence, having long-standing significance in professional communication Since they are rooted in tradition, it is essential to follow established laws and regulations when drafting a business letter Understanding these guidelines thoroughly is crucial before considering any modifications, ensuring compliance and professionalism in your business interactions.
I am writing you in reference to your advertisement on The Daily Bugle, I would like to receive a catalog about for product F8X car.
I would also like to know about some more details about the product.
Unlike business letters, memos have fewer restrictions on how they may be written When they were initially introduced in the 1920s, they were considered
Cats, like other animals, tend to prefer communication that sounds more human, making their interactions feel more personalized As email communication becomes increasingly common in business, the use of digital messaging notes is becoming more accessible and commonplace for everyone This trend reflects a shift toward more informal and relatable ways of exchanging information in professional settings, aligning with the evolving nature of modern communication.
Although fax machines were once widely accessible, they were rarely used by the general public, despite being a longstanding communication tool for businesses Businesses have relied on fax technology for much longer than written letters, maintaining its importance in the corporate world.
From: Jason Saxon, Vice President of Marketing
Subject: Product Launch Update for the GHY Computer
Based on recent feedback from product testers and customers over the past three months, we want to inform you that the launch date for GHY Computer has been rescheduled The new release date is now set for April 2, 2021.
The marketing department will keep the company informed about ongoing developments, understanding that these changes may affect sales revenue and earnings Managers might shift their focus away from Q4 sales objectives to prioritize maintaining existing client relationships and providing necessary customer support, ensuring continued client satisfaction despite the strategic adjustments.
Despite challenging news impacting us all, we remain confident in our team's resilience to recover and succeed in Fiscal Year 2021 We anticipate that our loyal existing clients will continue their support, helping us navigate these difficulties and emerge stronger.
Thanks.Jason Saxon jsaxon@ghycomputers.com
458-983-6470 for more than 30 years Therefore, there are few established rules for writing faxes. They were all written by different people with different writing styles.
The demand for fax machines has declined, making them increasingly rare in homes and offices Although computer-based fax solutions exist, they are now often regarded as part of the email communication category Despite this decline, fax machines remain in widespread use among many users today.
8741 Toledo Blade Blvd, Port Charlotte, A 33975 Tel (941) 631 4392, Fax (941) 631 4393
Subject: Construction Consulting Organization Annual Meeting
Transmitting 2 pages that include this page
Dear Chris, Endosed is a summary of the
ANNUAL MEETING held by CONSULTANT CONSULTATION
VENUE Port Oharlotte Community Club 8930 Toledo Blade Blvd, Port Charlotte if you have any questions regarding registration for the Annual Meeting, please contact me
Business email is the dominant form of internal communication in modern companies, surpassing traditional methods like business letters Despite being a relatively new communication tool, email has become more vital than ever for efficient business operations While it may not completely replace traditional business letters anytime soon, its significance continues to grow Without email, effective internal communication would be severely hampered, highlighting its essential role in today’s business environment.
Email remains an essential communication tool for businesses today, despite the challenges of managing large volumes of unread messages and spam While many see email as here to stay and evolving, it is still in its early stages compared to emerging technologies like instant messaging and mobile communication As we adapt to these advancements, the future of email and digital communication holds exciting potential we have yet to fully explore.
Overview of business letter
2.2.1 Business correspondence that is formal
What are "business letters"? According to J H Hanson, "Business letters are the letters sent between firms in connection with business issues."
According to Rahman, "commercial communication" refers to correspondence with a commercial or corporate focus.
Following up on our previous correspondence, I wanted to check if you've been able to gather the information I requested in my last email Please find my previous message below for your reference Once you have the requested information, kindly reply to this email with the details attached.
"All letters sent for business objectives are business letters," says Prof. Taintor.
In light of the previous debate, "business letters" refer to letters providing information about trade and commerce.
2.2.2 The aim and function of a business letter
Success in business depends on maintaining strong communication with key stakeholders, including suppliers, consumers, and government agencies An effective business letter serves as a vital tool for exchanging information and achieving various organizational objectives Business letters fulfill essential functions such as establishing professional relationships, conveying important updates, and facilitating compliance with regulations Recognizing these diverse purposes highlights the critical role of well-crafted business correspondence in fostering effective communication and organizational success.
A key goal of a business letter is to promote the company's high reputation and friendly image, serving as an ambassador for the organization It helps in building customer loyalty, retaining existing clients, and reviving dormant accounts Additionally, effective business communication encourages clients to make repeat purchases, explore a variety of products, and strengthen long-term relationships, ultimately driving business growth.
Business letters are essential tools for documenting and tracking past transactions They help businessmen recall previous dealings, especially when it's challenging to remember every detail of every transaction If memory fails, reviewing business correspondence provides a reliable way to revisit important communications, ensuring accurate record-keeping and effective business management Incorporating well-maintained business letters enhances organizational clarity and supports future decision-making.
Oral communication's impact is immediate, as messages are felt most strongly during listening, but their influence diminishes with each new message In contrast, written communication, such as letters, leaves a lasting impression on readers because it can be read and re-read multiple times, ensuring a persistent presence in the mind This characteristic makes written messages more enduring and impactful over time compared to spoken words.
Commercial letters serve to create and maintain business contacts between different parties, such as manufacturers, distributors, and intermediates, and support services and customers.
A standard business letter includes essential components such as the sender's address, date, recipient's address, and a reference line to ensure clarity and professionalism Key elements like the greeting, heading, body, complimentary closing, and signature create a coherent structure, while optional elements like the attention line and specific formatting adapt to the letter's purpose Mastering these components ensures effective communication in business correspondence.
This section of the letter typically displays key contact details, including the organization’s logo, name, street address, city, state, ZIP code, phone number, and email address, ensuring clear and accessible communication.
Công ty Cổ phần Airseaglobal Việt Nam
Phòng 2414, Tòa Nhà Eurowindow Complex Building, 27 Trần Duy Hưng, Cầu Giấy, Hà Nội.
Email : sondx@Airseaglobalgroup.com.vn
The date on a letter indicates when it was written and varies depending on regional conventions In the United States, the standard dateline format is month/day/year, whereas in Europe, it is typically date/month/year Additionally, when writing out the month's name, the day is usually expressed as a number without ordinal suffixes such as st, nd, rd, or th Understanding these differences ensures proper formatting and clarity in international correspondence.
In the United Kingdom, the dateline is April 24, 2022.
Dateline in the United States: Wednesday, April 13, 2022.
If the letter pertains to a specific project, case, or order, the file number may be necessary to add For instance:
The receiver’s address is essential for identifying the letter’s recipient, including their name and complete address It typically begins with the recipient’s name, preceded by a courtesy title like Ms., Mr., or Dr The recipient’s job title may be included on the same line or on a separate line to ensure clarity Proper formatting of the receiver’s address ensures accurate delivery and adherence to professional correspondence standards.
Dr A.B Markus, Professor University of Thuong Mai
Ho Tung Mau street, Ha Noi
An attention line (starting with "attention" or "attn.") is used in letters addressed to organizations when specific handling by a particular individual is desired This format is appropriate when the letter is directed to the organization as a whole but requires the attention of a designated person Using an attention line ensures that your correspondence reaches the intended individual within the organization efficiently Although not always necessary, including an attention line helps facilitate prompt and accurate processing of your message.
For example: Attention: Dr Nguyen Son
When addressing a recipient, the salutation style should match the first line of the address If the recipient is addressed by name, use “Dear Mr./Ms + surname,” ensuring personalized communication For addresses that include a job title, such as “Human Resource Manager,” it is appropriate to use a formal salutation like “Dear Sir/Madam” or “Ladies and Gentlemen” in US English Proper salutation formatting enhances professionalism and aligns with email etiquette best practices.
A salutation is followed by a comma (Dear Mr Johnson,) in a British business letter and a colon (Dear Mr Jonhson:) in an American one.
When you do not know whether the recipient is a man or woman, you may use a title appropriate to the context of the letter.
The subject line is primarily used in simplified letters to clearly announce the main topic of the message Placed immediately below the salutation, it helps recipients quickly understand the email's or letter's purpose Typically typed in all capital letters, the subject line may begin with “Subject:” or “Re:” (meaning "Regarding"), ensuring clarity and professionalism For example, a subject line might read “Subject: Meeting Agenda” or “Re: Project Update.” Incorporating a clear and concise subject line is essential for effective communication and helps improve email organization and response rates.
Re: REQUEST FOR INFORMATION ON SECURITY ALARM SYSTEM
The main subject's format is flexible and not strictly regulated, but it should prioritize neatness, readability, and simplicity Consistent presentation of the letter's body enhances clarity for the reader Typically, a space is placed between paragraphs in straight-type formatting to improve readability Despite varying methods, maintaining a unified style throughout the document is essential for clear and effective communication.
A well-structured letter consists of one or more focused paragraphs, with the main idea typically introduced at the beginning of each paragraph The opening paragraph clearly states the purpose or reason for writing, setting the tone for the letter The subsequent paragraph elaborates on this reason, providing supporting details or explanations The final paragraph conveys the writer's attitude or closing thoughts on the subject, leaving a lasting impression Proper paragraph organization enhances clarity and effectiveness, making your letter more professional and impactful.
An enclosure notation is used to indicate that additional materials are attached to a letter, helping recipients verify that all enclosures are included This clear indication ensures the recipient can easily identify and confirm the completeness of the materials sent Using proper enclosure notations improves communication clarity and professionalism in formal correspondence.
Overview of complaint letter
A complaint letter is an important communication tool used to address grievances, wrongdoings, or offenses related to products or services It allows individuals to raise concerns about unfair practices and seek constructive solutions Filing a complaint is a fundamental right and duty of every citizen, serving as the first step toward justice Moreover, complaint letters empower consumers, encourage authorities to take appropriate action, and hold defaulters accountable, promoting responsible business practices.
They may be divided into two types: routine and persuasive complaints On examines them below.
A routine complaint letter is essential when addressing significant and recurring errors, such as billing discrepancies Promptly requesting corrections, like an overcharged fee of $550 instead of $500, helps ensure issues are resolved swiftly A well-written complaint letter effectively highlights these errors and facilitates prompt resolution, often allowing sellers or service providers to address and resolve the problem efficiently Addressing billing mistakes through a formal complaint improves transparency and customer satisfaction.
A persuasive complaint letter is produced by a customer to persuade a seller to rectify a problem After making the order, the price of an item was cut from 400 to
300 per unit A compelling complaint letter might bring this sort of error to the supplier's attention The vendor is not legally obligated to respond to such a claim.
2.3.3 Factors to be considered while drafting complaint letter
A complaint letter should be written in a polite and considerate way by incorporating the following factors or elements:
In a complaint letter, the customer should specify the nature of the complaint.This will help the seller to understand his fault and to take the necessary steps for adjustment.
Nature of loss: The complaint letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service, or goodwill.
Amount of loss: If any financial loss has been caused by the seller or transport authority, the actual amount of loss should be mentioned with supportive documents.
A possible remedy: A complaint letter should clearly indicate the probable remedies for settling the complaint.
Avoiding assumptions: In the letter, the buyer should include only the actual event There should not be any assumption on the part of the buyer.
The language used in the complaint letter should be simple, easy, courteous, and friendly However, its tone should be straightforward.
Documentary Proof: Sufficient documents should be enclosed as proof of complaint Without the necessary documents, the letter may have no value to the recipient.
Though anger is a natural reaction of the affected buyer, it is not wise to express anger Rather, the buyer should make the complaint in a respectful and considerate way.
Effective complaint handling involves addressing issues tactfully to maintain positive relationships Buyers should express their concerns politely and thoughtfully, focusing on passive and respectful communication rather than direct criticism Artful presentation of complaints helps resolve problems efficiently while preserving goodwill between buyer and seller, ensuring a constructive and professional interaction.
Preventive measures for the future: To prevent future mistakes, the buyer can suggest to the seller some alternative courses of action.
RESEARCH FINDINGS
Participants of the survey
For this study, a targeted group of survey volunteers is essential to ensure accurate data collection The research will involve 46 Airseaglobal employees, primarily from the Customer Service Department, who will complete a comprehensive questionnaire Additionally, in-depth insights will be gathered through interviews with 12 key employees within the department to better understand customer service practices and employee experiences.
3.1.1 Education level of Airseaglobal staffs
University and college High school
Chart 1 Education level of Airseaglobal staffs
Based on last year's statistics from the Operation Department, approximately 90% of Airseaglobal's employees hold university or college degrees, making it the dominant educational level among staff This high educational attainment significantly exceeds the 10% of employees with only secondary education, highlighting the company's highly educated workforce.
1-3 years 4-6 years 7-9 years More than 9 years
Chart 2 Years of learning English
According to the data presented in Chart 2, 37% of respondents reported learning English for 7 to 9 years, while 28% had studied the language for at least nine years Additionally, 22% had invested four to six years in learning English, and 13% of the 46 employees surveyed indicated they had learned English within only 1 to 3 years.
Under 2 years 2-5 years Over 5 years 0%
Chart 3 Timeserving in Airseaglobal., JSC
According to statistics from the Operations Department last year, approximately 90% of Airseaglobal employees hold university or college degrees, making it the predominant educational level within the company In contrast, only about 10% of staff have completed secondary education, indicating a significant disparity This data clearly demonstrates that Airseaglobal maintains a highly educated workforce, reflecting its commitment to professional expertise and high standards.
According to the data presented in Chart 2, 37% of respondents reported learning English over a period of 7 to 9 years, highlighting a significant level of language proficiency development within this timeframe Additionally, 28% of participants stated they had studied English for at least nine years, indicating extensive language learning experience Meanwhile, 22% of respondents learned English over four to six years, showcasing medium-term language acquisition, and 13% of the 46 employees surveyed claimed to have learned the language within just 1 to 3 years, reflecting quicker language learning progress.
3.1.3 How frequently in writing complaints letters to the Airseaglobal?
Table 1 How frequently in writing complaints letters to the Airseaglobal?
Time spent on writing and replying to complaint letters per day Frequency Percentage (%)
Based on the survey results, 34.78% of respondents spend 3-4 hours daily working on English business letters, while 15.22% use English for business correspondence for less than an hour each day Additionally, 17.39% communicate in English for one to two hours daily, and 19.57% dedicate 5-6.5 hours per week to English business communication Furthermore, 13.04% of employees report spending more than six hours per day on writing and responding to English business letters.
Data collection instruments
Questionnaires and interviews, as was said in Section 1.6, were used to gather data for this study's findings.
Questionnaires are a popular tool for collecting data on intangible aspects such as attitudes, abilities, and self-perception This questionnaire is divided into three sections with a total of 10 questions: the first section includes four questions to gather general respondent information, the second section features follow-up questions aimed at identifying common mistakes in complaint writing, and the third section comprises four questions to assess respondents' self-study attitudes Additionally, I have collected all staff-written complaint letters to analyze their writing skills more in-depth, making this research even more comprehensive.
To gain a deeper understanding of customer service challenges, I conducted interviews with 12 professionals from the department who regularly handle complaint letters These interviews provided valuable insights into the common issues faced and effective solutions, as participants explained the root causes and remedies for various problems Direct interviewing enables researchers to obtain firsthand information, facilitating a comprehensive grasp of the difficulties encountered by customer service staff This approach ensures that insights are accurate and tailored to real-world experiences, ultimately improving customer satisfaction and complaint resolution strategies.
The difficulties and errors in writing English business complaint letters of
The writer examined the challenges faced by staff at Airseaglobal Joint Stock Company when composing English complaint letters These difficulties were assessed through a questionnaire, with the results presented as mean scores The mean scores were then categorized into ranges based on specific criteria to effectively analyze the staff's proficiency and areas needing improvement in English professional communication.
Here are the four difficulties identified by the survey: grammar, lexis,mechanical problems, and composition.
3.3.1 The difficulty in using grammar
Table 3.3.1: The difficulty in using grammar
1 I'm having trouble comprehending and applying the correct verb tenses and verb forms.
2 I'm having trouble with cohesiveness and the preposition structure 5 1 3.01 1.09 Neutral
3 I have difficulty in understanding the rules of using type words and sentence elements
4 In my opinion, basic grammatical structures are all that is required for a solid career
5 It's difficult for me to use and adjust
English grammar in a reasonable way for each purpose
Table 3.3.1 indicates that the mean score is 2.71 or higher on a 5-point scale, suggesting that staff members are generally neutral or opposed to the variables studied The standard deviation ranges from 1.09 to 2.01, reflecting relatively consistent opinions among staff, with some individuals agreeing while others disagree Overall, results imply a predominantly neutral or negative perception of the variables in the study.
Data table 3.3.1 indicates that most staff find it challenging to recognize and correctly use various verbs and verb forms, with a mean score of 3.77 Proper application of grammatical tenses and verb structures such as "to + infinitive" and "V-ing" remains one of the most complex aspects of English grammar This difficulty is compounded by the similarities among different grammatical rules, which often lead to confusion and hinder effective language use.
Understanding the rules for using type words and sentence elements remains a significant challenge for learners, with an average difficulty rating of 3.45 Many find it hard to adjust English grammar appropriately for different purposes, as reflected by a mean score of 3.16 This issue is particularly problematic for staff, since words with identical meanings often require different sentence structures depending on their role, involving changes in prefixes or suffixes Mastering these grammatical nuances is essential for clear and accurate communication in English.
Cohesion and proper preposition use are crucial for effective letter writing, yet many staff members struggle with these aspects Despite their content being somewhat complete, poor grammatical structure often leads to their writing not being fully appreciated Additionally, a common belief is that simple grammatical structures are sufficient for professional communication, even though mastery of more complex grammar can enhance clarity and impact Addressing these grammatical challenges can significantly improve the quality and effectiveness of written correspondence.
3.3.2 The difficulty in using lexis
Table 3.3.2: The difficulty in using lexis
No Description Minimum Maximum Mean S.D D.A
1 I do not have much vocabulary 5 1 2.85 1.22 Neutral
2 I have problems accurately using polymorphic words as well as correctly applying word structure to the letters.
3 I find it hard to understand and accurately use idioms, metaphors, and lengthy sentences in English complaint letters.
4 I cannot avoid using jargon and unfamiliar words and phrases when I write my complaint letters
5 I have problems learning new terminology and remembering technical terms.
Look at table 3 On the scale from 1–"Strongly Disagree," 2—"Disagree," 3
The study revealed that employees' attitudes are generally indifferent, with mean scores of 2.67 or higher on a scale from "Neutral" to "Strongly Agree." This indicates that the factors examined have minimal impact on their perspectives Significant variation in standard deviations, ranging from 1.18 to 2.31, suggests diverse opinions among staff—some agree with the assessment, while others disagree Overall, these findings imply that staff viewpoints are relatively consistent in their evaluations despite individual differences.
Most respondents expressed challenges in learning and retaining technical terminology, with a high agreement (Mean = 4.51), and difficulty understanding and correctly using idioms, metaphors, and lengthy sentences in English complaint letters (Mean = 4.25), which are crucial for making the correspondence more effective and reader-friendly They also frequently face challenges avoiding jargon and unfamiliar phrases when writing business letters (Mean = 3.44), particularly due to Airseaglobal's industry-specific terminology that complicates flexible understanding and usage by employees Conversely, participants felt relatively neutral about their vocabulary size (Mean = 2.85) and their ability to use polymorphic words and proper word structures accurately (Mean = 2.67), indicating moderate confidence in these areas.
3.3.3 The difficulty in mechanical matters
Table 3.3.3 The difficulty in mechanical matters
I don't often reread or double- check spelling before sending it
2 I have difficulty in realizing spelling mistakes 5 1 2.67 1.0
3 I have difficulty in using capital letters 5 1 3.01 1.2
I have difficulty in using punctuation when writing complaint letters 5 1 3.84 1.2
Table 3.3.3 reveals that most employees struggle with using punctuation correctly when writing business letters, highlighting common challenges in English business communication Proper punctuation enhances a letter’s rhythm and emotional nuance, making the message clearer and more engaging for the reader Many employees also face difficulties with capitalizing words in business correspondence, with an average score of 3.01, indicating a need for improved punctuation skills Additionally, employees often do not double-check spelling before sending, with a mean score of 2.92, and encounter issues recognizing spelling mistakes, underscoring the importance of strengthening proofreading practices for effective business writing.
Table 3.3.4: The difficulty in composition
I have difficulty in following the standard business letter format
My communication with partners is disturbed by following the standard business letter format
I have difficulty choosing the right format for the appropriate type of English business correspondence
I usually use the informal format (which consist of opening, content, and closing) when I sent a business letter
As can be seen in Table 3.3.4, most of the staff also agreed with the statement
Selecting the appropriate format for business correspondence is a common challenge among staff, as they need to tailor their communication based on the recipient and purpose, with a mean difficulty rating of 3.77 Many employees find that rigid adherence to standard business letter formats can disrupt their communication flow, with a neutral response averaging 2.72 Additionally, they report difficulties in following the traditional business letter structure (mean = 2.69) and often prefer to use a more informal format, comprising opening, content, and closing, when sending business letters (mean = 2.61).
The main reasons for writing complaint letters
An analysis of complaint letters collected from staff reveals common mistakes made in their writing The recapitulation of these errors highlights key areas for improvement, as summarized in the table below Addressing these recurring issues can enhance the clarity and professionalism of staff complaints, ultimately leading to more effective communication within the organization.
Table 4: The results of the recapitulation of mistake
There are plenty of reasons why people make typical errors while making a complaint There are a number of plausible reasons for workers to make errors while writing.
Don't know the exact meaning of the word (denotation)
The English language features a vast array of words and phrases, including numerous homophones like "I" and "eye" or "sun" and "son," which have different spellings and meanings Understanding these variations is essential for grasping the full context of words and their proper usage However, the complexity of similar words and their specific applications often pose significant challenges for workers As a result, many workers frequently make grammatical errors due to confusion over these language nuances.
Do not master basic grammar knowledge.
When learning a new language, mastering the basics of grammar is essential for effective communication A lack of fundamental grammatical knowledge can hinder professionals from utilizing proper structure, style, and clarity in business correspondence As a result, grammatical mistakes become unavoidable, impacting professionalism and message accuracy.
The influence of the mother tongue
In addition to not having enough words, they don't know enough about English culture to be able to communicate well in the language.
They frequently take literal meaning, regardless of lexical meaning.
Translating each word individually instead of using natural English sentence structures can make the text appear awkward and confusing for readers, reducing overall readability and clarity.
Learning to write is similar to learning how to swim; it requires personal effort and practice Improving your writing skills involves developing your own techniques rather than simply repeating the same exercises Employees often face challenges in crafting commercial letters regularly, generating fresh ideas, and thinking in English before writing, which can lead to a higher number of inaccuracies in their work.
How to deal with difficulties in writing letters?
When faced with difficulties in writing a complaint letter, what will
AIRSEAGLOBAL employees do to resolve it? The following table will answer this question.
Strategies Level of frequency(1-5) Rank
(%) 2,2 % 8,7 % 6,5 % 32,6 % 50 % 2 c, Ask for co-worker’s help Votes 3 6 10 11 16 3
(%) 17,4 % 28,3 % 30,4 % 21,7 % 2,2 % e, Get a friend as an ‘English expert’ (such as a good
Table 3.6 Employees’ strategies to handle with difficulties in business correspondence writing
What will Airseaglobal personnel do if they encounter challenges in writing a complaint letter? This question is answered in the following table.
When writing complaint letters, the above chart clearly demonstrates how
Aireaglobal staff encounter various challenges when drafting English emails, with their most common tactic being the use of Google Translate, preferred by 69.5% of employees for its efficiency The second most popular method is searching for information on Google, utilized by 50% of staff to access relevant letter formats, structures, and templates Consulting colleagues is also a common approach, with 34.7% of employees relying on peer support to gain additional insights Using pre-made templates is considered effective by 30.4% of staff, streamlining the email drafting process Conversely, making friends with English-speaking contacts is deemed less appropriate, with only 26.1% of employees considering it a viable strategy, as accessing reference resources and comprehensive guides suffices for improving their business correspondence skills.
How is their attitude in self-study to improve writing complaint letters? .36 1 The importance of self-study in improving writing skills
3.6.1 The importance of self-study in improving writing skills.
Chart 3.7 The importance of self-study in improving writing skills
The greater the importance of self-study, the greater the employee's morale for learning As a result, it is worth noting their assessment of the importance of self- study.
The chart indicates that approximately 39.1% of employees recognize the importance of self-study, highlighting its perceived value in enhancing skills such as writing About 21.2% strongly believe that self-study significantly impacts their writing ability, while 34.7% hold neutral opinions, suggesting a mix of perspectives among staff Notably, no employees strongly disagreed with the significance of self-guided learning, though a small 4.3% disagreed Many neutral respondents clarified that practical experience, like collaborating with foreign partners at work, is more effective for their learning, as it improves retention and motivation Overall, the majority of staff either agree or remain neutral on the importance of self-study, reflecting diverse attitudes toward self-directed learning in the workplace.
3.6.2 Employees’ frequency of self-practice with writing business correspondence
Never Only occasionally Sometimes Usually Always
Chart 3.8 Participants’ frequency of self-practice with writing business correspondence
Chart 3.8 shows that the biggest amount of workers (about 39.1 percent) only self-practice on occasion (about once a month) This represents 18 out of 46 employees The second-highest percentage of persons (23,9 percent) said they sometimes use English in their work (11 people) Another 17.5 percent of workers, or eight people, regularly self-practice composing business letters Only three persons (6.5%) regularly practice writing, and the same percentage never study for themselves According to the graphic, the majority of Airseaglobal staff do not devote much time to self-education.
Findings from the analysis
This research explored the challenges faced by Airseaglobal employees when submitting complaint letters, revealing both subjective and objective obstacles stemming from employee unpreparedness and management's lack of focus on workforce development The study identified common typographical errors in employee writing, indicating a need for targeted correction to improve communication It also highlighted a low level of enthusiasm among employees for self-practicing writing skills, as most prioritize their professional and personal pursuits over language development Only a small proportion of employees recognize the importance of daily writing practice to maintain high-quality English skills Additionally, the majority of employees communicate at a basic English level and need to expand their cultural and economic vocabulary A frequent mistake is direct translation from Vietnamese to English, which often results in confusing or incorrect expressions, emphasizing the need for better language training and intercultural understanding.
RECOMMENDATIONS AND SUGGESTIONS 4.1 Suggestions to improve business correspondence writing skills of the staff
Suggestions for the staff
Reading widely is essential for enhancing your writing skills, as it exposes you to diverse styles and valuable terminology By continuously engaging with different texts, you absorb new words and phrases in meaningful contexts, which is more effective than simply memorizing lists This practice helps improve your sentence structure and vocabulary, making your writing more sophisticated Additionally, reading professional papers in English broadens staff expertise in specialized fields, reducing the time needed to brainstorm future topics Reference to previous papers also supports the development of current documents, ensuring consistency and depth in your work.
Effective vocabulary and grammatical skills are essential for authors writing in a foreign language, as they enable clear and accurate communication of ideas and emotions Mastering grammatical norms helps writers recognize and correct errors quickly, improving overall writing quality To enhance vocabulary retention, learners should explore related and similar words, such as "accessories" and "gadgets," which broadens their linguistic knowledge and understanding Building a strong language foundation supports both spoken and written communication, facilitating more effective expression.
Choosing relevant textbooks and references is essential to ensure consistent and applicable information across various competencies, fostering student interest and engagement Leveraging online tools like vocabulary apps, wikis, forums, and glossaries facilitates interactive learning and collaboration, enhancing students' ability to address new vocabulary challenges These resources help students develop a broader vocabulary, which improves their English writing skills over time, leading to continual improvement in their writing abilities.
Staff members play a crucial role in fostering self-discipline and initiative in students, which are essential for effective writing skills Developing strong writing abilities involves a proactive learning attitude, including brainstorming, organizing ideas, drafting, rewriting, and editing Mastering these processes is vital for students to produce high-quality writing, and while it may take time initially, consistently practicing these stages helps transform them into natural habits Encouraging this disciplined approach ultimately supports students' overall academic growth and writing proficiency.
Suggestions for the company
A strong individual is essential for building a formidable team, and a robust team is crucial for organizational success Without highly skilled employees, businesses struggle to compete effectively in the marketplace Therefore, investing in hiring and training qualified staff should be a top priority for every organization aiming for sustained growth and competitive advantage.
Increase the criteria for recruitment:
The organization should strengthen its recruitment standards by hiring individuals with professional experience and basic foreign language skills As a result, the personnel was of higher quality from the start.
Invest in an English language course
For employees in the purchasing department with moderate to high English proficiency, investing in targeted English training is essential to prevent costly mistakes and improve communication This training not only helps reduce errors but also offers opportunities for professional development and skill enhancement, benefiting both the employees and the company's overall efficiency.
The organization conducts periodic assessments of English competence.
Organizations may conduct regular language proficiency assessments to encourage employee skill development Publicizing exam results on the company's internal website fosters a culture of motivation, inspiring workers to enhance their expertise by comparing their scores and striving for improvement.
The organization may incentivize employees who achieve the top three rankings in language proficiency tests to encourage excellence in communication skills Additionally, remuneration schemes may be implemented to reward workers for their personal contributions to international transactions, enhancing overall global business performance.
Organizing extracurricular activities for international students
Additionally, the organization may arrange extracurricular activities with foreigners to help staff enhance their communication skills and gain confidence while working in English.
Limitations of the study
Despite the researcher's careful validation of the study's methodology and thorough data collection and analysis, the study faces several limitations The limited intervention duration of a few weeks constrained the scope, leading to a focus on easily observable aspects such as employee attitudes and challenges in writing complaint letters Time and knowledge constraints resulted in a gap for exploring more complex issues, highlighting areas for future research The study's sample size was restricted to 46 employees, and limited expertise prevented examination of other relevant factors like writing materials or the benefits of improved writing skills These limitations may have impacted the accuracy and generalizability of the data collected.
Education level of Airseaglobal staffs
According to last year's data from the Operation Department, approximately 90% of Airseaglobal employees hold university or college degrees, making it the most common educational level among staff This high percentage indicates that the company's workforce is highly educated, with the proportion of employees with tertiary education being four times greater than those with secondary education, which accounts for only about 10% Overall, the data highlights the strong educational qualifications of Airseaglobal’s personnel, reflecting the company's commitment to employing highly qualified professionals.
1-3 years4-6 years7-9 yearsMore than 9 years
Years of learning English
According to the data (Chart 2), 37% of respondents reported learning English for 7-9 years, while 28% have studied the language for at least nine years, indicating a high level of language proficiency among long-term learners Additionally, 22% of participants studied English for 4-6 years, demonstrating moderate language acquisition, whereas 13% of the 46 employees surveyed learned English within just 1-3 years, reflecting shorter-term language learning experiences.
Under 2 years 2-5 years Over 5 years 0%
Timeserving in Airseaglobal., JSC
According to last year's data from the Operations Department, approximately 90% of Airseaglobal employees hold university or college degrees, making it the most common educational level among staff This indicates a highly educated workforce, with the proportion of employees with secondary education being only about 10%, or four times less The statistics clearly demonstrate that Airseaglobal values and employs highly educated professionals, reflecting a strong commitment to expertise and qualifications within the company.
According to the survey, 37% of respondents reported learning English over a period of 7 to 9 years, highlighting a significant duration of language study Additionally, 28% had studied English for at least nine years, indicating extensive language experience among these individuals A further 22% spent four to six years learning English, demonstrating moderate proficiency development Conversely, 13% of the 46 employees surveyed learned English within just 1 to 3 years, reflecting quicker language acquisition among a smaller group.
3.1.3 How frequently in writing complaints letters to the Airseaglobal?
Table 1 How frequently in writing complaints letters to the Airseaglobal?
Time spent on writing and replying to complaint letters per day Frequency Percentage (%)
According to the survey, 34.78% of respondents spend 3–4 hours daily on English business letters, highlighting significant engagement in business communication Meanwhile, 15.22% use English for business correspondence for less than an hour each day, indicating varying levels of language use in the workplace Additionally, 17.39% spend one to two hours per day communicating in English at work About 19.57% dedicate approximately 5–6.5 hours weekly to English business communication Conversely, 13.04% of employees report spending over six hours daily writing and responding to English business letters, underscoring the importance of English proficiency in professional settings.
Questionnaires and interviews, as was said in Section 1.6, were used to gather data for this study's findings.
Questionnaires are a popular method for collecting data on intangible aspects such as attitudes, abilities, and self-perception This survey consists of 10 questions divided into three sections: the first gathers general respondent information; the second focuses on identifying common mistakes in complaint writing; and the third assesses respondents' self-study attitudes Additionally, all staff complaint letters have been collected to analyze their writing skills in greater depth, providing valuable insights into their communication abilities.
To gain a deeper understanding of customer service challenges, I conducted interviews with 12 representatives who regularly handle complaint letters These firsthand insights reveal common issues and effective remedies within the department Direct interviews enable a comprehensive grasp of the problems faced by staff, as they allow for immediate and open communication, ensuring a more accurate depiction of the frontline experiences.
3.3 The difficulties and errors in writing English business complaint letters of Airseaglobal staff
The study identified key challenges faced by Airseaglobal Joint Stock Company staff when composing English complaint letters, as explored in the second part of the questionnaire The findings, summarized through mean scores, were categorized into ranges based on established criteria to provide a clear understanding of the staff's difficulties.
Here are the four difficulties identified by the survey: grammar, lexis,mechanical problems, and composition.
3.3.1 The difficulty in using grammar
Table 3.3.1: The difficulty in using grammar
1 I'm having trouble comprehending and applying the correct verb tenses and verb forms.
2 I'm having trouble with cohesiveness and the preposition structure 5 1 3.01 1.09 Neutral
3 I have difficulty in understanding the rules of using type words and sentence elements
4 In my opinion, basic grammatical structures are all that is required for a solid career
5 It's difficult for me to use and adjust
English grammar in a reasonable way for each purpose
Table 3.3.1 indicates that the mean score is 2.71 or higher on a 1 to 5 scale, where 1 stands for "Strongly Disagree" and 5 for "Strongly Agree." The responses suggest that staff are predominantly neutral or opposed to the variables studied The standard deviation ranges from 1.09 to 2.01, reflecting relatively consistent judgments among staff, with some individuals agreeing and others dissenting.
Data table 3.3.1 reveals that most staff members find it challenging to recognize and correctly use appropriate verbs and verb forms, with a mean score of 3.77 Proper use of grammatical tenses and verb constructs such as "to + infinitive" and "V-ing" remains one of the most complex aspects of English grammar This difficulty is compounded by the similarities among various grammar rules, which often lead to confusion and pose significant obstacles for learners and staff alike.
Understanding and correctly applying English grammar rules, especially concerning the use of type words and sentence elements, remains a significant challenge for many learners, with an average difficulty rating of 3.45 Additionally, adjusting English grammar appropriately for various contexts is often problematic, reflected in a mean difficulty score of 3.16 This issue is further compounded for staff members, as words with similar meanings can require different structural changes depending on their sentence roles, involving modifications in prefixes or suffixes Overcoming these grammatical challenges is crucial for effective communication and language proficiency.
Many staff members struggle with cohesion and preposition structures, which are crucial for creating effective letters Despite these grammatical challenges, some believe that simple grammatical structures are sufficient for their work However, issues with cohesion and proper preposition usage often lead to their writing being undervalued, even if they successfully cover the content and intent of the letter Improving these grammatical areas can significantly enhance the clarity and effectiveness of professional correspondence.
3.3.2 The difficulty in using lexis
Table 3.3.2: The difficulty in using lexis
No Description Minimum Maximum Mean S.D D.A
1 I do not have much vocabulary 5 1 2.85 1.22 Neutral
2 I have problems accurately using polymorphic words as well as correctly applying word structure to the letters.
3 I find it hard to understand and accurately use idioms, metaphors, and lengthy sentences in English complaint letters.
4 I cannot avoid using jargon and unfamiliar words and phrases when I write my complaint letters
5 I have problems learning new terminology and remembering technical terms.
Look at table 3 On the scale from 1–"Strongly Disagree," 2—"Disagree," 3
The study found that with a mean score of 2.67 or higher on a 5-point scale (where 1 is "Neutral" and 5 is "Strongly Agree"), the factors examined have limited influence on employees' attitudes Despite some variation, indicated by standard deviations ranging from 1.18 to 2.31, employee opinions generally align, with some agreeing and others disagreeing, suggesting overall consistency in their evaluations.
Most respondents identified challenges with learning and retaining technical terminology, with a high mean score of 4.51, indicating this is a significant issue They also found it difficult to understand and effectively use idioms, metaphors, and complex sentences in English complaint letters, which are crucial for enhancing letter effectiveness, with a mean of 4.25 Additionally, many respondents struggled with the use of jargon and unfamiliar words when composing business letters, reflected in a mean of 3.44, especially considering Airseaglobal's industry-specific language requirements On the other hand, participants were largely neutral about their vocabulary skills, with lower mean scores of 2.85 and 2.67 for general vocabulary and correct use of polymorphic words, respectively, highlighting less concern in this area.
3.3.3 The difficulty in mechanical matters
Table 3.3.3 The difficulty in mechanical matters
I don't often reread or double- check spelling before sending it
2 I have difficulty in realizing spelling mistakes 5 1 2.67 1.0
3 I have difficulty in using capital letters 5 1 3.01 1.2
I have difficulty in using punctuation when writing complaint letters 5 1 3.84 1.2
Table 3.3.3 indicates that most employees struggle with using punctuation correctly when writing business letters, which is crucial for enhancing the letter's rhythm and emotional subtlety Proper punctuation helps the reader better understand and engage with the content Many employees experience difficulties correctly placing punctuation marks in business communication, impacting the clarity and professionalism of their messages Additionally, issues such as having trouble with capitalization in business correspondence (Mean = 3.01) and not double-checking spelling before sending letters (Mean = 2.92) highlight key areas for improvement Recognizing and addressing these technical concerns can significantly enhance the quality of English business communication.
Table 3.3.4: The difficulty in composition
I have difficulty in following the standard business letter format
My communication with partners is disturbed by following the standard business letter format
I have difficulty choosing the right format for the appropriate type of English business correspondence
I usually use the informal format (which consist of opening, content, and closing) when I sent a business letter
As can be seen in Table 3.3.4, most of the staff also agreed with the statement
Choosing the appropriate format for English business correspondence can be challenging for staff, as they must consider the target recipient and the purpose of the message Many employees find the standard business letter format to be disruptive and difficult to follow, with some experiencing difficulties adhering to its strict structure Consequently, a significant number of professionals prefer using a more informal format that includes a simple opening, clear content, and a closing when sending business letters This shift towards informal communication methods suggests a need for flexible and user-friendly templates to improve clarity and efficiency in business interactions.
3.4: The main reasons for writing complaint letters
An analysis of all staff-submitted complaint letters reveals common mistakes made during the writing process These errors have been compiled into a comprehensive table, highlighting recurring issues that can impact the effectiveness of complaint communication Identifying and addressing these common writing errors can improve the clarity and professionalism of future complaint letters This review serves as a valuable guide for staff to enhance their complaint writing skills and ensure their concerns are conveyed effectively.
Table 4: The results of the recapitulation of mistake
There are plenty of reasons why people make typical errors while making a complaint There are a number of plausible reasons for workers to make errors while writing.
Don't know the exact meaning of the word (denotation)