A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions

A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions A study on the difficulties faced by the Front Office Staffs at Super hotel in Hanoi old quarter in communicating in English and some recommended solutions

THUONGMAI UNIVERSITYENGLISH FACULTY

-GRADUATION PAPER

DIFFICULTIES IN COMMUNICATING IN ENGLISH WITH FOREIGNERS: THE CASE OF ENGLISH MAJORS AT THUONGMAI UNIVERSITY

Supervisor: Mrs Tran Thi Bich Lan , M.A

Student: Nguyen Thi Thu Uyen

Over time, the society has become more and more integrated Therefore, asecond language besides the mother tongue is a useful tool to help us get closer tothe quintessence of humanity Because of that, English is considered the secondmost widely studied and popular language in the world In English skills,communication skill can be considered as the most important skill However, duringthe learning and communication process, learners also make some mistakes thatneed to be overcome to improve this skill better

Having learning this language since being at school, I would like to discuss thedifficulties in communication in English with foreigners of the English-majoredstudents in the English Faculty at Thuongmai University And this is also the topic

of my graduation thesis The survey is conducted with the students of the EnglishFaculty to collect survey data Finally, I propose some right solutions for students toovercome difficulties when practicing speaking skill

I hope that this study will bring students awareness of the difficulties inlearning communication skill and refer to some useful solutions that will help themimprove their communication skill

Although doing study in a limited time, I received a lot of enthusiastic helpfrom so many people to complete this graduation paper I greatly appreciate theenthusiastic supports

First of all, I would like to express my deepest gratitude and profound thanks

to Mrs Tran Thi Bich Lan, one of the enthusiastic lectures of the English Faculty atThuongmai University and my supervisor Thanks to the thoughtful guidance, Ifinished the graduation thesis in the most complete way Without any help of her, Ican hardly finish this graduation thesis

Secondly, I am sincerely thankful to all the English-majored students in theEnglish Faculty who helped me a lot in this study They helped me complete thesurvey and provided me with important data from the questionnaire so that I couldanalyze and provide the best suggestions for my research

Last but not least, I want to thank my family and my close friends forsupporting me They helped me to be more spiritual and create good conditions for

me to complete my graduation paper well I wish to thank all who have kindly giventheir advice with source materials during writing

I know my graduation paper still have mistakes due to my shortcomings Iwould like to receive your comments, suggestions and corrections for the perfect of

my own graduation paper

Hanoi, November 22, 2020

Student

Nguyen Thi Thu Uyen

TABLE OF CONTENTS

ABSTRACT i

ACKNOWLEDGEMENTS ii

TABLE OF CONTENTS iii

LIST OF TABLES v

CHAPTER 1: OVERVIEW OF THE STUDY 1

1.1 RATIONALE 1

1.2 PREVIOUS STUDIES 1

1.3 AIMS OF THE STUDY 3

1.4 RESEARCH SUBJECT 4

1.5 SCOPE OF THE STUDY 4

1.6 RESEARCH METHODOLOGY 4

1.6.1 Instrumentation 4

1.6.2 Data collection procedures 5

1.6.3 Data analysis methods 5

1.7 ORGANIZATION OF THE STUDY 6

CHAPTER 2: LITERATURE REVIEW 7

2.1 What is communication 7

2.2 The importance of communication in our life 7

2.3 Types of communication 9

2.3.1 Verbal communication 9

2.3.2 Nonverbal communication 10

2.3.3 Written communication 11

2.3.4 Visual communication 12

2.4 Process of communication 12

2.5 Importance of English communication skills 15

2.6 Barriers to effective communication 18

CHAPTER 3: RESEARCH FINDINGS 22

3.1 Introduction 22

3.2 Findings and discussion 22

3.2.1 Findings 22

3.2.2 Students’ attitudes toward communicating in English with foreigners 25

3.2.3 Difficulties of students in communicating in English with foreigners 26

3.2.4 Strategies to improve communication skill in English with foreigners 30

3.2.5 Discussion 31

CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS 32

4.1 Limitations 32

4.2 Recommendations 32

4.3 Some suggestions for further research 35

CONCLUSION 36 REFERENCE

APPENDIX

LIST OF TABLES

Chart 3.1 Respondents’ level of English communication with

Table 3.3 Difficulties related to communication culture 29Chart 3.6 Difficulties related to communication culture 29Chart 3.7 Strategies to improve communication skill in English with

CHAPTER 1: OVERVIEW OF THE STUDY

1.1 RATIONALE

It is said that “ Study must be accompanied by practice” It is completely rightsince if we are good at theory but we can not use it in reality, we can not succeed inwork Practice is the best way to apply what we have learned in reality Bypracticing, we can get acquainted with our future job and improve our skills

There is an undeniable fact that today communication skill and especiallycommunication in English plays a very important role in the development of humansociety It is estimated that there are around 5000 languages in the world Of those,English is still chosen as a global language It is the main language used on theInternet, business and many others fields There are many advantages but also manydifficulties in learning English and the process is often challenging, especially forstudents They have a lot of time but have one disease - laziness, lack ofperseverance In addition, there are also other reasons such as the uniquecharacteristics of English vocabulary, grammar, pronunciation

I major in English at Thuongmai university but I do not have enough time topractice and only have a little opportunity to talk with foreigners During my studyprocess at Thuongmai university, I found many difficulties that I and English -major students encounter when communicating in English with foreigners That iswhy I choose the subject of study as “ Difficulties in communicating in Englishwith foreigners: the case of English majors at Thuongmai universities” I hope thatthrough this research topic, I will point out some difficulties in communicating inEnglish with foreigners and offer some solutions to overcome obstacles andimprove this skill in the best way

1.2 PREVIOUS STUDIES

We all know that English has become an international language That is thereason why a lot of researchers and scholars conduct research and analyze it Therehave been lots of international and local studies which have been done recentlyrelating to English learning For example, Alqahtani Mofareh A (September, 2019)

addresses the poor language proficiency of English language students, particularly

in terms of their conversational skills and/or ability to achieve the desired standards

of fluency in either the classroom environment or public sphere The many factorswhich directly affect students' performance in speaking fluent English include thefear of making errors The present study therefore aims to identify the perceiveddifficulties which language students associate with the study and utterance ofEnglish To this end, the conducted research was descriptive in nature and sought todetermine the various elements which are perceived as especially challenging forstudents and to devise effective solutions through appropriate teaching styles,methodologies and strategies which are driven and supported by the relevantcontemporary technology In addition to fear, certain factors relate to individuatedstudent character and practices, and many students report feelings of shyness andpotential embarrassment Distrust also constitutes a significant obstacle, along withissues surrounding teaching methods, teacher inefficiency, or the lack of up-to-datepedagogies To fully investigate this issue, a quantitative survey instrumentcontaining multiple questions was undertaken in addition to a number of interviewswith a random sample of students and teachers in order to elicit the main studentchallenge in speaking English The results demonstrated that the majority of thestudents were unable to speak English either correctly or confidently Thepercentages which varied between average, weak, and very weak, were attributed to

a general weakness in English grammar, vocabulary, syntax, poor fluency in speech,low understanding of overall grammar frameworks, and inaccurate pronunciation

In light of this, the present study sought to provide useful suggestions to resolvestudent conversational problems To this end, the researcher elucidated the researchproblem, importance, objectives, hypotheses and methodologies, as well as drawingconclusions Finally, the researcher outlined a number of recommendations directlyrelevant to resolving the complex

In Vietnam, there are also many studies related to this field For instance, inthe study “A study on the difficulties faced by the Front Office Staffs at Super hotel

in Hanoi old quarter in communicating in English and some recommendedsolutions” by Duong Thu Nga, Thuongmai University (2018) The research was

based on the data collected from the questionnaires for the Front Office Staffs in theSuper Hotel in Ha Noi Old Quarter with the aim of finding out their difficultieswhen communicating with customers in English The questionnaire has beendesigned and sent to 20 Front Office Staffs to research some barriers prevent themfrom a successful English communication with foreign guests especially Japaneseguests Research results showed that the causes of problems occurring duringEnglish communication with customers are the differences in intonations of eachcountry, cultural differences, etc.

From the difficulties and the situation of communicating in English withcustomers and the main reasons the author recommended the solutions to improvethe communication skills of English receptionist staff at Super Hotel Ha Noi OldQuarter

Besides, another study “English communication skills of students withforeigners - proposing solutions to join NGOs” (2008), the author selected English -major students from four typical universities in Hanoi: VNU University ofLanguages and International Studies, Vietnam National University, Foreign TradeUniversity and Hanoi University of Science and Technology Foreigners mentioned

in the study are good at English communication skills and qualifications, most ofwhom are from Europe, Australia and North America using English as their motherlanguage Research methodology used in the article is investigation, interview andobservation The research results show that when students communicate withEnglish speakers in different countries, the most common difficulties they encounterare intonation, accent and regional culture

These are the highlight of the researches Thereby we can see the differentaspects of the problem, have a deeper look and recognize the obstacles incommunicating in English with foreigners From there, learners will be able to givethemselves the correct learning methods to improve

1.3 AIMS OF THE STUDY

My research is to find solutions that help English - major students atThuongmai university overcome the difficulties they encounter in the English

communication process with foreigners My research aims at the following basicgoals:

 Cover background knowledge of communication

 Analyze the situation of communication in English with foreigners byEnglish - major students at Thuongmai university and the difficulties encountered

1.5 SCOPE OF THE STUDY

Research topics are conducted on the scope of Thuongmai University Theresearch focuses on the English - major students in the English Faculty atThuongmai University to point out their obstacles when communicating in Englishwith foreigners The study is conducted in the first semester of the academic year2020-2021 Due to time constraints, this study carries out about 100 randomlyselected students

1.6 RESEARCH METHODOLOGY

In this study, the author decided to use the quantitative and descriptivemethod Quantitative research helps to survey the level of language difficulties incommunication process with foreigners Descriptive research helps to list thelanguage difficulties encountered by students during communication process.Moreover, a questionnaire is set up which includes both open-ended and close-ended questions, allowing the respondents to give their opinions and views in themost convenient way The researcher would analyze the collected data and thendisplay the survey results in forms of charts and tables

1.6.1 Instrumentation

According Brown (2001, cited in Markey & Gass, 2005), “Questionnaires are

statements to which they are to react, either by writing out their answers or selectingfrom among existing answers”.

Markey & Gass (2005) see using questionnaires as an instrument which allowsresearchers to gather information in such a short time with comparable information.For that reason, the author decided to use the questionnaire to accessinformation The questionnaire is easier to understand when written in Vietnamese,ensuring participants understand the information in this survey A questionnaire inEnglish is also set for reference The questionnaire consists of two parts: generalinformation and research questions, including open-ended questions and selectionquestions

1.6.2 Data collection procedures

To increase the reliability and value of the study, a random sampling procedure

is applied in the survey questionnaire

We survey 100 English-majored K53 students because these students studiedAdvanced communication English got contact with native teachers K53 of theEnglish faculty at Thuongmai University has 6 classes including K53N1, K53N2,K53N3, K53N4, K53N5 and K53N6 In each class we will choose from 15 to 20students until we have enough 100 answers The questionnaire is carefully reviewedbefore sending directly to the students of the English Department The questionnaire

is also brief and clear for all students to understand and implement Students areasked to conduct surveys in the most objective way

Finally, the researcher receives a complete questionnaire and re-check thenumber of sheets

1.6.3 Data analysis methods

Data analysis is a process of checking and transforming data with the aim ofhighlighting information, helping researchers to make recommendations andsolutions

In terms of the data collected in the questionnaire, the results are collected andanalyzed by Microsoft Excel software in percentage After that, the data areillustrated through charts and tables for a clear description of this finding, helping toconfirm the results from the survey questionnaire

This research method saves research time and quickly gets research dataanalysis.

1.7 ORGANIZATION OF THE STUDY

This study consists of four main parts:

 Chapter 1: Overview of the study

General research topics include the reason for selecting this study, provideprevious research topics, aims of the study, identify research subjects, scope of thestudy, research methodology and structure of this study

 Chapter 2: Literature review

This chapter gives an overview of what communication is, the importance ofcommunication in our life, types and process of communication, the importance ofEnglish communication skills and barriers to effective communication Thereby, theauthor finds the difficulties that English learners encounter

 Chapter 3: Data analysis and research findings

This chapter examines students based on a set questionnaire Through thesurvey, the author learns the views of students about the difficulties incommunicating in English with foreigners In addition, the author also analyzes theresults received and discussed

 Chapter 4: Recommendations and suggestions

This chapter proposes and suggests some solution to overcome difficulties incommunicating in English with foreigners in general and English - major students

of the English Faculty at Thuongmai University in particular

CHAPTER 2: LITERATURE REVIEW

2.1 What is communication

There are many definitions of communication posed by different writers.According to Dwyer (2000:4), “Communication is the transfer of meaning.Communication is any behavior, verbal or nonverbal, that is perceived by another.Knowledge, feelings or thoughts are encoded and sent from at least one person andreceived and decoded by at least one other Meaning is given to this message as thereceiver interprets the message A connection is made between the peoplecommunicating Communication lets us learn more about ourselves and the worldaround us, share experience with others, persuade and influence others, and relaxand enjoy ourselves.” Verderber, R.F., Verderber, K.S & Berryman- Fink, C (2008)define “communication is process of creating and sharing meaning in informalconversation, group interaction, or public speaking” Another definition is set byHybels, S & Weaver II, R.L (1992) According to them, “communication is anyprocess in which people share information, ideas and feelings That processinvolves not only the spoken and written word, but also body, personal mannerismsand style, the surroundings- anything that adds meaning to a message.”

From the definition, it can be summarized that Communication is the process

of sending and receiving information among people It is a way of reaching others

by transmitting ideas and thoughts, feelings and values

2.2 The importance of communication in our life

Ancient Greeks consider communication to be important for social cohesionand democracy Evidence to this are the creation of the ancient market, theestablishment of theatres etc where people used to meet, exchange information andgood and where they had the opportunity to send and receive knowledge and ideas.Several philosophers and prominent dramatic writers deal with the communication

as a form of teaching Socrates, the philosopher, has been a warm supporter ofverbal word and the founder of the “dialectic theory” He was the first to realize thesignificance of communication for the youth’s and the citizen’s education In one ofhis dialogues with Protagoras he noted the verbal word’s power by saying: “I heard

( ) that you are capable of speaking on your own or even teaching other people bysaying a lot of things about the same subject in order that dialogue won’t ever finishand no one will ever say less than you do”

Gorgias, the thinker, answering Socrates’ question, says the most importantgood is the art of persuasion giving the following arguments: “What I say is that themost important good is the ability to persuade everybody: the judges in the court,the members of the parliament, the citizens in a public meeting and anyone whotakes part in the gathering”

Several surveys have shown that communication is the key to humanrelationship and the key to social groups

Communication and information play an important role in the creation ofpreconditions for peace, dignity, justice, disarmament and solving of universalproblems, (Howard, 1995)

Everyone needs communication skills

People fulfill a variety of needs through communication, and communicatingeffectively can provide considerable pleasure A stimulating conversation,participation in a group discussion that leads to solving a problem, a persuasivespeech that gains signatures on a petition: all these are instances of successfulcommunication Even though we have been communicating since birth, we are notalways effective Sometimes communication does not work and we end upfrustrated We get lost from incomplete directions, insult a friend with what weintended as an innocent comment, or bore an audience with a speech Effectivecommunication is the problem for many of us; that is why a barrage of books,articles, and seminars tell us how to communicate

Communication is vital in all areas of our life We use it for persuasion; toinfluence relationships; to inform; to share; to discover; and uncover information

We want a friend to stop studying and go to a party; we want our friends and family

to like one another; we want someone to join our club or to vote for a participantcandidate

Perhaps our most important need is to maintain and improve relationships.Through communication we discover others’ needs and share our own Any kind of

relationship requires open and accurate lines of communication Only when suchlines exist will people feel free to voice important thoughts

Communication, then, is vital to our lives To live is to communicate Tocommunicate effectively is to enjoy life more fully

2.3 Types of communication

You either spoke with someone face to face or trusted that a note tied to apigeon would eventually make it to the right person With time,however, communication advanced in a lot of different directions, eventuallymaking it almost effortless to send and receive messages Some would think thatmodern communication is simpler than the old-fashioned methods It is fast, easyand convenient The opposite is actually true With countless approaches to sendingand receiving information, communicating is now a lot more complex

There are four types of communication that each include multiple channels

But before we go on, let us make one thing clear: there is a difference betweentypes of communication and communication channels

A communication channel is the actual tool we use to send information Thetype of communication is the category that the channel falls under For example, sayyou send an instant message The type of communication is written communicationbecause you wrote the message The communication channel is the instantmessaging software you used to send the message

2.3.1 Verbal communication

Verbal communication refers to the use of speech to send a message We banter,gossip and tell jokes with friends, but there are also times we need to get seriousabout verbal communication For example, in the workplace Like most types ofcommunication, verbal communication includes a variety of channels to use

In-person communication is perfect for adding a personal touch to aconversation You can email a remote coworker as much as you want, but nothing

beats that first face-to-face impression to help you understand what kind of person,and worker, they really are Most importantly, sensitive topics should exclusively bediscussed face to face Using an impersonal type of communication to tell someoneimportant news, good or bad, undermines the seriousness of the situation.

Verbal communication also includes speaking over the phone While not aspersonal as meeting in person, phone conversations allow people who are notphysically in the same place to have a quick conversation The topics can resemble

a formal meeting or ones that are discussed when you stop by someone’s desk for aquick question or clarification

And finally, video conferencing is thrown into the mix A great way to still addthe pleasure of seeing someone’s face, but not needing to be in the same place if it is

a hassle

Consider the information you are about to discuss If it is sensitive, verbalcommunication is your best bet It may be difficult at times, but it is the mostrespectful way to share information

2.3.2 Nonverbal communication

Simply defined, nonverbal communication is everything that is communicatedbeyond what is expressed in words According to Levine and Adelman (1993)nonverbal communication is the silent language, including the use of gestures,facial expressions, eye-contact and conversational distance, etc

In business, our nonverbal communication speaks volumes We are expected

to act and appear a certain way in the workplace to be considered professional.People around us pick up on the way we carry ourselves and translate thosesuggestions into levels of energy, interest, and respect

The only channel we have for nonverbal communication is our body, but thereare multiple carriers within it Body language, facial expressions, and eye contactare the loudest of nonverbal communication tactics Leaning back in a chair with an

expressionless face comes across as disinterested and unfocused On the other morelively hand, sitting up straight and looking curiously into the speaker’s eyes conveysthat you are intrigued and understanding the information being presented to you,even if that’s not really the case.

Parts of nonverbal communication that are often forgotten are our appearanceand proxemics The way we dress, keep our hair, and stay generally clean speaks tohow much we value the situation we are in, people we are with, and place we arelocated

Nonverbal communication takes place whether humans think it is important ornot The importance of nonverbal communication has been established We areevaluating everything about what the person is doing, not just what are saying.When people use spoken languages to communicate, they do not just listen to what

is said in order to understand the message They also look at the person who isspeaking to see what their body is doing, and listen to the way they are saying thewords to understand their full message

Up to now, there have been many research and studies on communication ingeneral and nonverbal communication in particular This emphasizes the importance

of this type of communication in intracultural and in cross-cultural communication.Almost all of the studies on the subject by different researchers have come to termthat “nonverbal communication is extremely important in human interactions”

2.3.3 Written communication

Written communication is using the written word to convey information Thebest attribute of written communication is that it can send large amounts ofinformation without the risk of someone forgetting because it can be referred back

to for reminders

Email has taken over the business world The convenience, handy features,and access from anywhere with Internet make it hard to beat Email has wide ranges

of formality and message length, giving it endless uses However, it is easy to getcaught up in the convenience of email Let us use it scientifically and appropriately.

Instant messaging is another tool that has contributed to the way people within

a business communicate with each other Typically used for internalcommunications, instant messaging is perfect for a quick, casual conversation thatgets right to the point

Technology is wonderful, but don’t forget about written messages on paper!Yes, as old fashioned as it may be, there are still plenty of uses for this type ofwritten communication

When delivering a large amount of important information, it might be best to

go with a written communication channel But be careful Not all topics areappropriate for written communication

2.3.4 Visual communication

Visual communication is the conveyance of ideas and information in formsthat can be seen Visual communication in part or whole relies on eyesight Visualcommunication is a broad spectrum that includes signs, typography, drawing,graphic design, illustration, industrial design, advertising, animation, color, andelectronic resources

Visual communication refers to messages that can be seen In business, visualcommunication can be characterized as a helper Whenever a heavy amount ofinformation is presented, a visual aid can help the message receiver comprehend themessage

Graphs are a common and useful visual aid It makes numbers easy to observeand understand Other forms of visual communication, like photographs, modelsand physical objects can come in handy when you are struggling to find the rightwords to describe something A photograph can help complete a message that ishard to describe with words A model gives an example of an ideal final product for

someone producing it for the first time An object can help people better understandhow something works, so they can relay that information to others.

In deed, clear communication is very essential Hence it is very necessary todevelop strong communication skills And in this study, the author focuses on verbalcommunication

2.4 Process of communication

The communication is a dynamic process that begins with the conceptualizing

of ideas by the sender who then transmits the message through a channel to thereceiver, who in turn gives the feedback in the form of some message or signalwithin the given time frame Thus, there are Seven major elements ofcommunication process

2.1 Image of communication process

1 Sender: The sender is the source of the message that initiates the

communication The sender has a message or purpose of communicating to one ormore people A manager in an organization has to communicate information aboutthe tasks to be achieved or a production deadline to be met by his subordinate

employees Without a reason, purpose, or desire, the sender has noinformation/message to send.

2 Encoding: In the next stage, encoding takes place when the sender

translates the information or message into some words, signs or symbols Withoutencoding the information cannot be transferred from one person to another Inencoding the message, the sender has to choose those words, symbols or gesturesthat he believes to have the same meaning for the receiver While doing so, thesender has to keep the level of the receiver in mind and accordingly communicatewith him in the way the receiver understands it

The message may be in any form that can be understood by the receiver.Speech is heard; words are read; gestures are seen or felt and symbols areinterpreted For example, there are several communications we make with a wave ofthe hand or with a nod of the head, a pat on the back, blinking of eyes

3 Message: Once the encoding is finished, the sender gets the message that he

intends to convey The message can be written, oral, symbolic or non-verbal such asbody gestures, silence, sighs, sounds, etc or any other signal that triggers theresponse of a receiver

4 Communication Channel: The channel is the medium used for

transmission of information or message from sender to receiver There are variousmedia like telephone, mail through post, internet, radio, TV, press etc Forcommunication to be effective and efficient, the channel must be appropriate for themessage A phone conversation is not a suitable channel for transmitting a complexengineering diagram

An express mail may be more appropriate The needs and requirements of thereceiver must also be considered in selecting a channel If the receiver is illiterate,sending the message through postal mail is not relevant Similarly, you cannot selectthe medium of telephone, if the receiver does not have a telephone with him

Therefore, in choosing the appropriate channel, the manager must decide whetherfeedback is important or not.

5 Receiver: The receiver is the person who senses or perceives or receives the

sender’s message There may be just one receiver or a large number of receivers.The message must be prepared with the receiver’s background in mind An engineer

in a software organization should avoid using technical terms in communicatingwith his family members It should be recognized that if the message does not reach

a receiver, no communication takes place Even, when the message reaches thereceiver, if he cannot understand it, again there is no communication

6 Decoding: Decoding is the process through which the receiver interprets the

message and translates it into meaningful information It may be remembered thatdecoding is affected by the receiver’s past experience, personal assessments of thesymbols and gestures, expectations, and mutuality of meaning with the sender

7 Feedback: Feedback is the receiver’s response to the sender’s message The

receiver communicates reaction to the sender through words, symbols or gestures It

is the reversal of communication process where receiver becomes the sender andsender becomes the receiver Unless the receiver responds to the message,communication process is incomplete Feedback helps the sender transform hismessage, if needed It also allows the receiver to clear doubts on the message, askquestions to build his confidence and enables the sender to know efficiency of themessage Feedback of information makes the communication process complete

In face-to-face communication, the sender can immediately receive thefeedback Written communication, on the other hand, takes longer for the sender toreceive feedback on the message

Feedback plays an important role in two-way communication In one-waycommunication, the sender communicates with the receiver without getting anyfeedback but in two-way communication, the receiver provides feedback to thesender Though one-way communication takes less time and is more orderly (it

avoids noise and chaos), feedback in two-way communication makes it moreaccurate and precise.

Note: The Noise shows the barriers in communications There are chances

when the message sent by the sender is not received by the recipient

2.5 Importance of English communication skills

English is an acknowledged passport to better education and employmentopportunities English language plays a crucial role to weave the world into a singlethread English has a status of a second language in almost all the countries where it

is not the first language To acquire simple language for day to day communication

is the main aim of learning any language

In turn, today’s workforce is expected to be highly competent to continuallyimprove skills and engage in lifelong learning Language is a skill, like any otherskill until and unless we practice the skill mastery is highly impossible The aim oflearning a language is directly linked with the LSRW (Listening, Speaking, Readingand Writing) skills that are to be developed As a universal process communicationinfluences the activities of the human community at large Social development is aprominent feature of effective techniques of communication, which is necessary forsustaining the growth and development

The need for learning a language arises from the point of view of itsadaptability, productivity, utility, universality and teachability Communication is asharing of feelings, ideas and opinions with others This can be intellectual,personnel spoken or written in nature We live in groups and man is invariably asocial animal As the social needs insist, we share our thoughts with others Thetwo-way processes of communication motivates, inform, suggests, warns, orders,changing behavior and estability better relationships to make interaction meaningfuland make oneself understood Communication becomes effective when acommunicator is effective enough to communicate competently, simply, clearly,sincerely and dynamically Communication is essential for close sympatheticrelationships in a society and for transformation of men, material and thoughts from

one place to another This process involves initiation reception and response thatserve as feedback Hence, communication is interactive by nature.

Today the compulsions of learning English are no longer merely political butscientific and technological And no longer is English language of Great Britainonly; it is the language required by the world for greater understanding; it is themost international of languages

English has become a global language, a connecting link, a language ofmodern science and technologies, a language of latest sciences, like informationtechnology and space science, a language of all competitive examinations-be theythe state level, national level or international level Whether we realize it or not weare now living in the world of information and communication technology

Even in many countries where English is a minority language there is still atleast one newspaper in English It has become the language of international affairsand international correspondence It has become a language of Internationalcommerce and trade, a language of status and symbol English is window to world

“English has been widely accepted as the most widespread language in theworld.”(Tatter all 38-44)

By the end of the 20th century, English began to emerge as a global one It has

a great acceptance at social, economical and political levels The outlook behind theusage of English has been changing significantly In our country, the middle class isalso not keeping itself in isolation by neglecting the importance of English In view

of the growing importance of English as a tool for global communication and theconsequent emphasis on training students to acquire communication skills No onecan get mastery over communication skills in a day or two It is an academicimbroglio for the students lacking in effective communicative skills

English language communication is the most common problem faced bystudents One who is good at effective communication thinks soundly, enjoysselfesteem, dignity and gets respect in society, academic or profession People witheffective communication skills are more confident, because they know that they cantell other people exactly what they need In order to communicate effectively onehas to think ahead and organize one’s thoughts In order to have the technical know-

how and other related skills should learn to develop the competence in application

of English language

In every walk of life, the language that we use for communication is veryimportant If we do not have an effective language, the work which we take upremains dull and cheerless Among all the modern languages, English claims to bethe most popular language It is because all international communications arecarried out in English English is taught as a tool for international understanding Bylearning this language, one can overcome one’s prejudices, fanaticism, intoleranceand narrow mindedness and contributes one’s share to promote internationalunderstanding

Employability refers to a person’s capability of gaining initial employmentmaintaining employment, and obtaining new employment if required (Hillage andPollare, 1998) It depends on knowledge, skills and attitude the employer seeks Inorder to be employable it is important to understand the needs of the market placeand identify what skills you already have and what skills you need to include inyour career plan In a list of skills and attributes indentified by companies thatbelong to National Association of Career Educators and Employment (NACE)communication skills holds the first position It is mandatory to have effectiveEnglish invariable of the sector and industry The National Curriculum Frame Work

2005 has underlined the importance of English with sole objective of developing theability to communicate through English

Communication is the central human activity We are now witnessing theemergence of an advanced economy based on information and knowledge Probablythe most important skill for knowledge workers in the new environment is theability to communicate This means to be able to listen and to express your ideaseffectively in writing and in speech In order to achieve the desired success, aprofessional needs to assess and respond to communication situations that occurconstantly The four main goals of communication are

1 To inform

2 To request

3 To persuade and