OVERVIEW OF THE STUDY
Rationale
English is the most widely spoken language in the world, with approximately 1.35 billion speakers, of which only about 360 million are native speakers Its global prevalence is largely due to historical colonialism, making it a common means of communication across nations Notably, around 75% of letters and postcards are written in English, and it serves as the primary language for international conferences, competitions, and diplomatic discussions Organizations such as the United Nations, NATO, and the European Free Trade Association primarily use English, solidifying its role as a global lingua franca.
In today's Vietnam, effective English oral communication is crucial for business success Individuals with strong verbal and interpersonal skills are more likely to secure better job opportunities and achieve their career aspirations Consequently, mastering English oral communication has become increasingly important.
Since its establishment in 2001, Red Warehouse Co., Ltd has significantly impacted the food and beverage industry, particularly the wine sector in Vietnam The company primarily focuses on direct imports from manufacturers, catering to the Vietnamese market's preference for imported goods Additionally, the rising Consumer Price Index (CPI) in recent years has notably influenced consumer spending patterns in the country.
Vietnam has emerged as a promising market for foreign investment, attracting numerous international employees to work in the country This trend presents a significant opportunity for Red Warehouse to boost its sales revenue and connect with potential foreign customers, particularly due to the demand for imported products.
Red Warehouse Co., Ltd specializes in importing products from abroad, making foreign customers their primary clientele All product information and transcriptions are provided in English, and the wholesale and retail systems are also conducted in English Consequently, the company mandates that employees possess strong English speaking and listening skills During training, employees receive instruction in basic communication skills, with many finding oral communication particularly challenging due to the need for specialized knowledge and professional grammar and vocabulary to effectively engage with customers and navigate customs procedures.
Small and medium-sized companies often face challenges in English oral communication, particularly when recruitment standards are not stringent In organizations where employees lack specialized roles, such as those not involved in documentation or sales, English proficiency is often not prioritized A recent internship in the sales department of Red Warehouse Co., Ltd revealed significant difficulties among employees in listening, speaking, and communicating in English, despite its importance for their roles To address this issue, a study titled “Improving English Oral Communication Skills of Employees in Red Warehouse Service Trading Company Limited” aims to enhance the English communication abilities of employees and provide valuable insights for students interested in careers related to commercial documentation.
Previous studies
Recent research has focused extensively on oral communication skills, primarily among students, with limited studies addressing the oral communication abilities of employees.
First are the most outstanding researches on students’ oral communication skills Abroad, there are exceptional research papers that should be mentioned, such as
Two studies, “Academic Oral Communication Difficulties Encountered by Yemeni Postgraduate Students in a Malaysian University” by Ali Abdullah Ali Alghail (2019) and “Oral Communication Problems Encountering English Major Students: Perspectives of Learners and Teachers in Palestinian EFL University Context” by Abedrabu Abu Alyan (2013), utilized qualitative analysis to investigate the oral communication challenges faced by students Key issues identified include incorrect pronunciation, limited vocabulary, and a lack of comprehensive listening and reading habits Additionally, students struggled to organize their ideas coherently and exhibited low confidence levels Both researchers proposed solutions to address these oral communication difficulties, aiming to enhance students' proficiency and confidence in speaking.
A foreign research study titled “Oral Communication Challenges Encountered during the Instruction of English Language in Secondary Schools in Kenya” by Joseph K Kabellow (2020) utilized both quantitative and qualitative methods to identify students' difficulties in oral communication The findings revealed that high school students commonly struggle with pronouncing specific English words, experience uneven participation in classroom discussions, face dominance in discourse by a few learners, and often do not seek clarification or ask questions from their teachers.
In addition, the researcher also found some abroad studies about oral communication skills difficulties in the workplace: “A distinguishing factor: Oral
Two studies, “Communication Skills in New Accountancy Graduates” by F Elizabeth Gray (2011) and “Oral Communication: The Workplace Needs and Uses of Business Graduate Employees” by Glenda Crosling (2022), utilized quantitative research methods to assess the necessity and application of oral communication skills among graduate employees The findings indicate that while these graduates possess some oral communication abilities, their proficiency remains inadequate, highlighting a critical need for further development in this area.
In recent years, significant studies conducted in Vietnam have highlighted the challenges faced by students in developing English oral communication skills Notable research includes Nguyen Thi Dieu Huyen's 2013 study on first-year English non-major students at Hai Phong Private University and Le Huong Hoa's 2018 examination of oral communication skills at the People's Police University Both studies utilized quantitative methods to identify key difficulties, primarily rooted in psychological factors, the communication environment, and issues with grammar, vocabulary, and pronunciation To address these challenges, the research suggests enhancing students' awareness of the importance of oral communication, organizing regular extracurricular activities, and employing innovative teaching techniques to boost confidence and proficiency in English oral communication.
Despite extensive scientific research, most studies primarily concentrate on students, with limited attention given to oral communication skills in the workplace Additionally, domestic research on this topic remains scarce Consequently, this study seeks to address a new challenge: enhancing employees' English oral communication skills at Red Warehouse Co., Ltd.
Aims of the study
This study aims to enhance the English oral communication skills of employees at Red Warehouse Co., Ltd, equipping them to meet the high expectations of customers.
1 Indicating the employee's attitude towards oral communication skills
2 Finding the difficulties of oral communication skills employees of Red Warehouse Co., Ltd face
3 Suggest some possible solutions to improve employees’ English oral communication skills.
Research subjects
The study involved 27 employees from the sales department of Red Warehouse Co., Ltd, comprising 24 retail and 3 wholesale sales staff, all with limited experience in English listening and speaking Participants were encouraged to provide honest and objective feedback regarding their perceptions, challenges, and attitudes towards oral communication at work The research aimed to raise awareness of the significance of effective communication and to identify common difficulties faced by employees in English oral communication By pinpointing these challenges, the study seeks to develop potential solutions to enhance the employees' English oral communication skills.
1.4.2 Information about the Sales department
The Sales department is vital to a company's success, directly influencing product sales and customer satisfaction, which are key to maintaining profitability With a team of 24 retail and 3 wholesale sales employees, effective oral communication skills are essential for fostering customer relationships and ensuring smooth operations Each member of the Sales department plays a unique role, contributing to the overall effectiveness of the company.
Retail sales employees play a crucial role in store operations, starting their shifts by ensuring cleanliness, organizing wine displays, and processing retail and wholesale orders They engage with customers upon arrival, manage text communications, handle phone inquiries, and promote special offers Additionally, they may represent the store at events in restaurants and hotels, serving wine as needed By demonstrating their qualifications and versatility in handling various tasks, these employees can enhance their prospects for promotion to higher positions within the company.
Wholesale sales representatives play a crucial role in identifying potential clients such as restaurants, bars, and clubs, and persuading them to purchase wine in bulk at competitive prices They maintain ongoing communication with these customers while diligently monitoring monthly sales and outstanding debts.
Scope of the study
This study, constrained by time, resources, and the researcher's expertise, surveyed 27 employees of Red Warehouse Co., Ltd to identify the challenges they encounter in oral communication It also proposed practical activities aimed at improving their English oral communication skills while defining communication skills Consequently, the findings are particularly beneficial for employees in the service industry and specifically for those at Red Warehouse Co., Ltd.
Research methodology
The study employs a quantitative research methodology, utilizing a structured questionnaire featuring short, closed questions to gather data Statistical analysis is applied to interpret the results, allowing the researcher to draw conclusions based on numerical data By referencing existing theories and prior research, the study aims to quantify and measure various research factors, examining the correlation between variables through statistical methods The primary objective is to enhance the oral communication skills of employees at Red Warehouse, supported by academic literature and reviews.
The researcher opted for a survey questionnaire as the primary data collection method due to its cost-effectiveness, ability to reach a large audience, and efficiency in gathering comprehensive data quickly The questionnaire was developed based on insights from prior research studies.
“Oral Communication: The Workplace Needs and Uses of Business Graduate Employees” by Glenda Crosling in 2022
The researcher conducted a survey with 27 participants, utilizing a 13-question questionnaire that explored various aspects of employees' English proficiency and attitudes towards oral communication skills The questionnaire included options for open-ended responses and allowed participants to select up to three answers for certain questions This approach yielded valuable insights into the employees' English levels, the factors influencing their oral communication skills, and the challenges they encounter Additionally, the survey provided suggested solutions to help employees enhance their oral communication abilities.
The questionnaires of study are described as below:
- What is the reality of using English for employees in Red Warehouse Co., Ltd?
- What are the problems employees in Red Warehouse Co., Ltd encountered in English oral communication?
- What are techniques and solutions to improve English oral communication?
Step 1: Determining and preparing the content of designing questions
Step 2: Start by surveying 27 employees with the listed questions
Step 3: Collect the solutions from their answers
Step 4: Give reliable figures with charts and conclusions from the calculated results
All employees of Red Warehouse Co., Ltd will participate in a uniform survey, with responses collected and analyzed using SPSS statistical software to ensure reliability The findings will be visually represented through charts and tables for clear understanding.
Organization of the study
This study is divided into four main chapters:
Chapter 1: Overview of the study
The introduction consists of rationale, previous studies, aims of the study, research subjects, scope of the study, research methodology, and organization of the study Chapter 2: Literature review
This chapter provides an overview of oral communication skills and analyzes the importance of good oral communication skills; and potential problems when a person tries to acquire good communication skills
This chapter gives details about procedures for conducting questionnaires and interviews, analyzes data, and discusses the findings
This chapter gives suggestions and possible solutions so that Red Warehouse Co., Ltd staff can enhance their oral communication skills
LITERATURE REVIEW
Overview of communication and communication skills
Communication is fundamentally an interaction within a social context, originating from the Latin word "communis," meaning "common," which implies a shared understanding between the sender and receiver It typically involves a dialogue where signals—whether verbal, visual, or gestural—are exchanged The core of communication lies in the transmission of information through various means such as voice, body movement, or visual cues This process begins with one person conveying meaning, while the other receives it According to Daniel (2013), the communication process is considered complete when feedback is given, allowing for a reciprocal exchange of meaning between the sender and receiver.
Communication is a multifaceted process focused on informing, fostering understanding, and eliciting a response from the audience Individuals knowledgeable in communication possess a comprehensive understanding of the topic, shaped by their experiences.
María del Socorro Fonseca (2000) defines communication as the act of sharing aspects of ourselves, highlighting its unique sound and emotional quality This inherent need to connect with others facilitates the exchange of ideas, which gain significance based on our prior everyday experiences.
Idalberto Chiavenato (2006) defines communication as the process of conveying information and understanding between individuals This interaction inherently involves at least two parties: the sender of the message and the recipient.
Abraham Nosnik (1998) “In other words, communication is a way to establish contact with others through ideas, facts, thoughts, and behaviors, looking for a reaction to the statement that has been sent.”
Giffin & Patten (1976) also state that “Communication is the process of creating meaning and ascribing it It is the exchange of ideas and interaction among group members”
Communication is fundamentally defined as the process of transmitting messages or information from one location to another, encompassing both the act of sending and the content of the message itself.
Communication extends beyond humans to include non-human entities, such as plants, fungi, animals, and bacteria Human communication can be categorized into non-verbal, written, and verbal forms, while non-human communication relies on signals and symbolic behaviors rather than spoken language It is important to recognize that although non-humans do not speak, they effectively convey information through various forms of signaling.
Communication is the process of exchanging thoughts, messages, or information through various means such as speech, writing, signals, or behavior It involves effectively using words to convey ideas and can occur both face-to-face and remotely through comments, phone calls, text messages, and body language.
Communication involves conveying meaning between individuals through established rules, signs, and symbols Effective communication skills encompass a range of activities that facilitate the exchange of information, both in giving and receiving various types of messages.
Effective communication encompasses various aspects such as updating project information, sharing opinions, and expressing emotions Key communication skills include listening, speaking, empathizing, and observing, with a clear understanding of the nuances between different mediums like phone chats, emails, face-to-face interactions, and social media Mastery of communication occurs through visual, vocal, written, and non-verbal methods, making these soft skills crucial for career success While communication skills are essential life skills, achieving proficiency in them can take a lifetime.
Verbal communication, which encompasses the use of words, sounds, and language, is a vital form of interaction According to Aarti (2012), it can be categorized into interpersonal communication, such as casual conversations with friends, and public speaking, where one addresses a larger audience This mode of communication serves various purposes, including informing, arguing, entertaining, and persuading Also referred to as spoken or oral communication, it often incorporates visual aids and non-verbal cues to enhance understanding, foster relationships, and eliminate ambiguity, while allowing for immediate feedback.
Nonverbal communication encompasses the transmission of meaning without words, utilizing various forms of physical expression such as body language, facial expressions, touch, and even attire It also includes artistic mediums like music, dance, painting, drama, and sign language These nonverbal cues can convey significant information, making it crucial to be mindful of them during interactions, such as discussing ideas with a superior.
Understanding the significance of both verbal and non-verbal communication is crucial in the workplace While your boss may verbally support your ideas, their non-verbal cues—such as avoiding eye contact, sighing, or displaying a scrunched-up face—can reveal a different perspective Recognizing these subtle signals can help you gauge their true feelings about your proposals.
Written communication involves sharing information through various forms such as emails, memos, reports, and contracts, all aimed at conveying messages clearly and concisely Poor writing skills can lead to embarrassment, legal issues, and confusion In today's digital age, it's crucial to remember that written messages can persist indefinitely Therefore, it is essential to write carefully to avoid careless errors and poorly constructed sentences that can damage your reputation Always ensure that the content reflects what you want to be associated with long-term.
Visual communication is a powerful complement to traditional communication methods, effectively conveying messages and information through graphical representations and visual aids Common examples include illustrations, slide shows, drawings, diagrams, and physical models By integrating visual communication with written, non-verbal, and verbal communication, you enhance the clarity and impact of your message.
Listening is often overlooked in discussions about communication, yet it is a crucial component that cannot be disregarded To become an effective communicator, one must master the art of listening, which goes beyond merely waiting for your turn to speak Active listening involves giving your full attention to the speaker, allowing you to understand their needs and perspectives This skill is particularly vital in negotiation, where recognizing the other party's desires is essential for achieving mutually beneficial outcomes Without effective listening, reaching win/win results becomes exceedingly difficult.
Overview of oral communication skills
2.2.1 Definition of oral communication skills
Oral communication is a vital method of interaction in the business world, particularly in today's information age Defined as any interaction using spoken words, effective oral communication skills are highly valued, as noted by Herbert Hildebrandt, Jane Thomas, and Herta A Murphy (1997), who emphasize the importance of both speaking and writing in professional settings Common forms of oral communication in organizations include informal chats, personal discussions, telephone exchanges, presentations, and staff meetings.
Oral communication beyond organizational boundaries encompasses various forms, including face-to-face conversations, group discussions, and telephone calls, as noted by Ricky W Griffin (2012) In the modern era, this communication has evolved to include video calls and conference calls, allowing individuals at a distance to connect effectively The internet serves as a vital tool for contemporary video communication, with platforms like Zoom exemplifying the advancements in video calling technology.
Strong oral communication skills are a significant asset in the workplace, enabling you to persuade and motivate others while establishing trust and credibility among peers In certain situations, such as sensitive discussions with clients or conflict resolution, oral communication proves more effective than written forms, helping to convey your message clearly, reduce misunderstandings, and minimize confusion.
2.2.2 Advantages and disadvantages of oral communication skills
2.2.2.1 Advantages of oral communication skills
In various scenarios, opting for oral communication can be more effective, especially when time is of the essence and urgent business matters require prompt resolution Meeting in person or engaging in a phone conversation often facilitates quicker decision-making and clearer understanding.
Oral communication is a flexible and efficient method for discussing various aspects of an issue and making quick decisions It plays a crucial role in resolving conflicts and misunderstandings, as clear dialogue often leads to effective solutions Additionally, engaging in verbal communication can significantly enhance employee morale, fostering energy and enthusiasm within the team.
2.2.2.2 Disadvantages of oral communication skills
While oral communication skills offer numerous advantages, there are instances where written communication is more effective, particularly in business transactions that require a formal record Written communication provides greater detail and reduces the risk of misunderstandings, making it essential for clarity Therefore, it's important to consider which communication method aligns best with your objectives.
2.2.3 The importance of oral communication skills
Oral communication skills are crucial for literacy development and essential for effective thinking and learning, serving as the foundation that connects all language components For students, these skills are vital for daily interactions with peers, faculty, and friends, highlighting that frequent communication does not guarantee proficiency Developing strong oral communication abilities enables students to reflect, practice, and receive constructive feedback, ultimately aiding them in achieving their goals As our world becomes increasingly interdisciplinary and multi-contextual, students must demonstrate proficiency in oral communication to navigate diverse environments In today's interconnected workplace and community, effective communication competencies are essential for being a responsible citizen, an outstanding professional, and a well-rounded individual.
Oral communication skills are crucial not only for students but also for companies of all sizes, as they facilitate the effective exchange of ideas When employees can articulate their thoughts clearly, it enhances the overall efficiency and productivity of the organization A well-communicated idea can significantly improve a company's performance, making it essential to convey information accurately from the outset Moreover, fostering a strong culture of understanding through effective oral communication strengthens collaboration and innovation within the workplace.
2.2.4 Barriers in oral communication skills
Pronunciation plays a crucial role in effective communication, enabling individuals to convey their intended message quickly and confidently Proper oral pronunciation is vital, as incorrect diction can lead to misunderstandings and miscommunications Despite its importance, many English learners often overlook their pronunciation, underestimating its significance and prioritizing grammar and vocabulary instead However, research highlights the importance of accurate pronunciation, citing numerous cases of miscommunication resulting from incorrect word pronunciation or intonation By mastering pronunciation, individuals can ensure clear and effective communication, making it an essential aspect of language learning.
Pronunciation abilities can be influenced by various factors, but this article highlights the frequent pronunciation errors made by employees in the sales department of Red Warehouse Co., Ltd.
Word stress, or lexical stress, refers to the emphasis placed on a specific syllable within a word, resulting in a stronger or longer pronunciation compared to other syllables Correctly applying word stress is crucial for clear communication, as improper stress can hinder understanding among native speakers Vietnamese, being a monosyllabic language, presents challenges for learners of English, which is multi-syllabic and features complex stress patterns Many learners struggle with phrases that contain multiple stresses, leading to mispronunciation or a lack of stress altogether Additionally, some learners tend to adapt English words to resemble Vietnamese terms for easier recall, but this approach can negatively impact pronunciation By neglecting essential principles like stress and consonant sounds, learners may find their pronunciation suffers, as seen in examples like "desert."
“dessert” are similar, but the stress is different The word "desert" emphasizes the first syllable, while the word "dessert" emphasizes the second syllable
Intonation refers to the variation in pitch while speaking, often described as the musical quality of words It plays a crucial role in English oral communication, as the meaning of sentences can change based on intonation patterns Effective intonation adds dynamism to speech, making it more engaging for listeners Conversely, improper intonation can lead to misunderstandings, disinterest, or even offense among speakers.
Connected speech refers to the continuous flow of spoken language, commonly observed in everyday conversations, and is also known as connected discourse There is often a notable difference between the pronunciation of words in isolation and in connected speech, where words or syllables may be clipped, phrases are merged, and certain elements are emphasized differently than in written form Many non-native speakers struggle to connect words while speaking, making it challenging for them to keep up with the communication pace of native speakers, and conversely, native speakers may find it difficult to adjust their speech for better understanding.
17 find it hard to follow their line of thought For example, "want to" can become "wanna,” or "going to" can become "gonna.”
Consonants are speech sounds produced when airflow is obstructed by the teeth, tongue, or lips In English, certain consonants, like /t/ and /k/, share similar positions with Vietnamese, particularly at the end of words However, many employees struggle with proper consonant pronunciation, often shortening the duration of these sounds and failing to release them at the end of words This can lead to difficulties for native speakers in understanding what is being said Additionally, a limited vocabulary further complicates communication.
Vocabulary is the essential collection of words that constitutes a language, playing a crucial role in effective communication A solid understanding of vocabulary is vital, as it ensures clarity in oral interactions and prevents misunderstandings Originating from the Latin term for "name," vocabulary—also known as wordstock, lexicon, and lexis—encompasses all words recognized by an individual or group This knowledge is fundamental for learners aiming to articulate their thoughts and ideas in a new language According to Hornby (1995), vocabulary is defined as the set of words that are necessary for communication.
"the total number of words in a language; vocabulary is a list of words with their meanings."
RESEARCH FINDINGS
The results of the questionnaire and data analysis
Chart 1.1 Employees’ year of learning English
According to pie chart 1.1, the majority of employees have been learning English for an extended period, with 41% having studied for seven to ten years, followed by 33% for over ten years, and 19% for three to seven years Only a small percentage of employees have learned English for less than three years This data indicates that nearly all employees possess over seven years of English experience, providing a strong foundation for enhancing their oral communication skills.
In response to the question about English certifications, 40.7% of employees hold an IELTS qualification, while 59.2% possess a TOEIC certificate, with no other types of certifications reported Notably, 48% of employees achieved a TOEIC score of 650 or higher, and 15% attained an IELTS score of 6.5 This trend may be attributed to the popularity of these qualifications in Vietnam, particularly in the sales department at Red Warehouse Co., Ltd, where employees are required to possess a specific English certificate, though there are no strict requirements regarding the type or score.
3.1.2 Employee’s attitude toward oral communication skills
3.1.2.1 Employee awareness of oral communication skills
Chart 1.3 Employee awareness of oral communication skills
In response to the question regarding the significance of oral communication skills in the workplace, a substantial majority of employees at Red Warehouse Co., Ltd recognize their importance Specifically, 55.5% rated these skills as "very important," while 25.9% deemed them "important," and 18.5% considered them "normal." Notably, none of the employees selected "very unimportant," indicating a strong awareness of communication skills among the workforce This high level of recognition serves as a solid foundation for further developing oral communication skills within the company.
Very importantImportantNormalVery unimportant
Chart 1.4 Frequency of practicing oral communication skills
Despite a high awareness of the significance of oral communication skills, a concerning 37% of employees reported never practicing these skills, while an additional 44.4% indicated they practice only "sometimes" or "rarely." Only 18.5% of employees claimed to practice oral communication "often" or "always." This lack of practice may contribute to the perception that their speaking and listening abilities are inadequate, as reflected in survey responses where 74% of employees rated their skills as poor in one or both areas, leaving only 26% who felt confident in their listening and speaking abilities.
3.1.2.2 Attitude of employees toward oral communication with people
Chart 1.5 Frequency of oral communication with people
In response to question number 7, which inquires about the frequency of oral communication skills used at work, the data reveals that interactions with superiors and colleagues are relatively infrequent Specifically, 25% of respondents indicated they never communicate with managers, while 18.5% reported the same regarding their colleagues Conversely, only 3.7% of employees stated they never engage in communication with customers.
Effective communication is crucial in the sales department, where employees engage with customers approximately 88.8% of the time However, excessive customer interaction can hinder the effectiveness of their oral communication skills, as customers often do not provide feedback on mistakes made during conversations This lack of constructive criticism can lead to unrecognized weaknesses In contrast, communicating with colleagues and superiors allows employees to identify and address errors, fostering improvement in their communication abilities Therefore, it is essential for employees to prioritize and enhance their interactions with coworkers and managers to develop stronger oral communication skills.
Never Rarely Sometimes Often Always
Chart 1.6 Employee's attitude when communicating orally with people
In a survey, employees were asked about their feelings during oral communication, and surprisingly, positive emotions like confidence and motivation were reported less frequently than negative feelings The research indicated that those who experienced positive emotions were primarily individuals with IELTS scores of 6.5 or higher and TOEIC scores of 650 or above, with a notable number being IELTS test takers This correlation suggests that the comprehensive nature of the IELTS test, which evaluates listening, speaking, reading, and writing skills, equips individuals with the ability to communicate fluently and confidently Furthermore, the lack of practice reported by employees in their oral communication skills may contribute to their negative feelings, highlighting the importance of continuous practice, as “practice makes perfect” in developing confident and fluent communication abilities.
3.1.3 Common difficulties in oral communication skills
Chart 1.7 Frequency of oral communication skills difficulties
The survey results reveal that all 27 employees experience challenges with oral communication skills, as no respondents selected "never" for the question regarding difficulties Specifically, 29.6% of employees indicated they "always" face difficulties, while 22.2% reported they "often" struggle with these skills This highlights a significant concern regarding the effectiveness of oral communication within the workforce.
At Red Warehouse Co., Ltd, communication challenges are prevalent among employees, with 25.9% indicating they experience difficulties "sometimes" and 22.2% stating "rarely." When asked about the specific problems faced during oral communication, employees highlighted various issues, with linguistic barriers being the most significant, affecting 67% of respondents.
GrammarVocabularyPsychologicalListening abilityWork environment
Difficulty Never Rarely Sometimes Often Always
According to Table 1.1 from question 11, a significant 78.9% of employees experience difficulties in oral communication, with only 21.1% reporting no such issues The data reveals that challenges in pronunciation, grammar, and vocabulary are more prevalent than problems related to incorrect tense, word form, pluralization, or lisping.
Chart 1.8 Frequency of psychological difficulties
In addition to linguistic challenges, employees encounter significant psychological hurdles, including low self-confidence, diminished motivation, and a persistent fear of making mistakes Notably, 29.6% of employees frequently experience feelings of inadequacy, while 33.3% occasionally struggle with motivation, and another 29.6% consistently fear being incorrect.
Chart 1.9 Frequency of listening ability difficulties
In question 11, in addition to the problems of employees, they also face challenges in listening 8 employees said they sometimes have difficulty in active listening (30%),
Lack of self-confidence Lack of motivation Fear of being wrong
Never Rarely Sometimes Often Always
NeverRarelySometimesOftenAlways
7 said they often have difficulty (26%), and only 2 always encounter this problem However, 5 employees answered they had never met this kind of difficulty
3.1.4 Suggestions to improve employee’s oral communication skills
3.1.4.1 Improving oral communication skills for employees
Show how English proficiency affects specific goals at work
Organize oral communication skills courses for employees
Encourage employees to use English when communicating
Create opportunities to communicate with foreign employees
Table 1.2 Company solutions to improve oral communication skills
In response to question number 12 regarding improving oral communication skills, a significant 77.7% of employees believe the company should offer courses focused on this area Additionally, 74% of employees suggest creating opportunities for interaction with foreign colleagues, while 55.5% advocate for encouraging the use of English in daily communication Organizing English contests is also supported by 51.8% of employees Conversely, demonstrating how English proficiency impacts specific work goals is seen as the least important, with only 40.7% rating it highly.
3.1.4.2 Self-improving oral communication skills
Speak English with foreign employees
Practice speaking in front of the mirror
Listen to music, videos, podcasts, etc in English
Take courses to practice oral communication skills
Table 1.3 Self-improving oral communication skills
In response to question number 13, which asked about improving oral communication skills, a significant majority of employees recognized the importance of vocabulary, with 62.9% indicating a desire to enhance their vocabulary Additionally, 59.2% expressed interest in speaking with foreign colleagues, while 55.5% suggested listening to music, videos, and podcasts as helpful tools Other methods included taking courses to practice oral communication (48.1%) and recording their English pronunciation (44.4%) The least favored approach was practicing speaking in front of a mirror, with only 29.6% of respondents selecting this option.
Main findings and discussion
The survey results reveal that most employees at Red Warehouse Co., Ltd have studied English for seven years or more and possess two types of English degrees, TOEIC or IELTS, with relatively high scores Despite this, their oral communication skills are lacking Notably, 56% of employees recognize the importance of these skills, yet there is a concerning lack of participation in oral communication practice and training This absence of engagement in skill development is detrimental to their oral communication proficiency, as indicated by the responses to question number 6.
33 number 6, about 74% of employees said they are not good at speaking or listening; some said they do not good at both
The infrequent oral communication among employees can hinder the effectiveness of their communication skills Limited interactions with colleagues and superiors prevent employees from recognizing and correcting their mistakes, which can ultimately harm their reputation and credibility with customers.
Employees at Red Warehouse Co., Ltd frequently encounter challenges with oral communication skills, with 29.6% reporting consistent issues A significant 67% of staff attribute these challenges to linguistic problems, particularly in pronunciation, grammar, and vocabulary Mispronouncing words, often influenced by Vietnamese phonetics, hinders effective communication with foreign colleagues Additionally, grammar mistakes, such as incorrect tense usage, can lead to misunderstandings in reports, complaints, and meetings, ultimately reducing productivity Effective communication relies on proper grammar, which minimizes confusion and streamlines message delivery Renowned linguist David A Wilkins emphasized the critical role of vocabulary in communication, stating, “Without grammar, very little can be conveyed; without vocabulary, nothing can be conveyed.” Therefore, a strong vocabulary is essential for articulating thoughts and fostering understanding in the workplace.
34 personal relationships, and share information Even when we barely know a bit of a language or its grammar, we can still easily communicate by learning vocabulary
Linguistic challenges can significantly contribute to psychological difficulties in the workplace Employees often lack the confidence to communicate effectively due to insufficient language skills, fearing criticism or ridicule for their mistakes in pronunciation, vocabulary, and grammar As a result, many choose to remain silent or avoid conversations altogether, striving to maintain their credibility with customers and colleagues.
Active listening is a crucial component of effective oral communication skills, as it involves fully concentrating on the speaker and comprehending their intended message When employees struggle with active listening, it can hinder their ability to process information, resulting in linguistic or psychological challenges This lack of effective listening can lead to misunderstandings in pronunciation, preventing employees from improving their speaking skills and diminishing their confidence Consequently, employees may become apprehensive about making mistakes, which discourages them from engaging in oral communication.
The environment plays a crucial role in enhancing oral communication skills among employees A negative working atmosphere can diminish interest in communication, while a supportive environment fosters easy interaction By cultivating a positive workplace, companies can significantly improve employees' communication abilities, boost their self-confidence, and create a more professional setting.
In addition to the challenges employees encounter in oral communication, the researcher provides effective strategies to enhance these skills Chapter 4 will present targeted solutions aimed at improving the oral communication abilities of employees at Red Warehouse Co., Ltd.
RECOMMENDATIONS AND SUGGESTIONS
Recommendation for the company
Glenda Crosling (2002) emphasizes that companies should enhance employee awareness regarding the significance of oral communication skills By fostering this awareness, employees gain a deeper understanding of the value of effective communication, which in turn motivates them to continuously practice and improve their oral communication abilities in various settings.
To enhance employees' oral communication skills effectively, the company should implement structured courses rather than leaving individuals to navigate their improvement independently By providing a clear and efficient pathway for skill development, the organization will facilitate a more focused approach to enhancing communication abilities among its workforce.
Encouraging foreign employees to engage more with domestic staff fosters better oral communication skills among the local workforce This interaction helps domestic employees identify common communication pitfalls and work on improving them By creating a supportive environment that motivates and facilitates opportunities for verbal exchanges, organizations can enhance overall communication and collaboration among all employees.
The organization of English communication contests may appear trivial, but it plays a crucial role in employee motivation By participating in these competitions and striving for rewards, employees are encouraged to enhance their oral communication skills, leading to consistent practice and improvement.
Suggested solutions for employees
Research studies, including "Pronunciation and Comprehension of Oral English in the English as a Foreign Language Class" by Nuria Edo Marza (2014) and "Improving your English Pronunciation" by Phillip Backley, highlight the significance of effective pronunciation in mastering English as a foreign language These studies emphasize that clear pronunciation not only enhances comprehension but also boosts learners' confidence in their speaking abilities By focusing on pronunciation improvement strategies, students can achieve better communication skills and a deeper understanding of the language.
(2015) The researcher has drawn some solutions for employees as follows:
To improve pronunciation, employees should record themselves while reading aloud and then listen to the playback By identifying and noting the mispronounced words, they can better understand their pronunciation challenges This self-assessment allows for targeted practice on the specific words that need improvement, ultimately enhancing their overall pronunciation skills.
Many English learners mistakenly believe that fluency equates to speaking quickly However, rapid speech can hinder clear pronunciation and make it difficult to think while communicating By slowing down their speech, employees can take the necessary time to articulate their thoughts clearly, allowing them to focus on proper pronunciation and enhance their overall communication skills.
To improve pronunciation skills, practice reading challenging words and tongue twisters by noting difficult terms encountered in texts Focus on their pronunciation, syllable structure, and meaning, breaking longer words into manageable sections Consistent practice will enhance fluency, ensuring that employees can confidently pronounce these words when they encounter them again.
Establishing a communication partner is crucial for improving English skills Seeking feedback from a fellow learner can significantly enhance the learning process Consider collaborating with a college peer who shares the goal of advancing their English proficiency Engaging in conversations together allows both individuals to identify and correct mistakes For those who feel shy about speaking with colleagues, practicing with a partner can provide a comfortable and supportive environment for language development.
37 front of a mirror Watch how the tongue, lips, and shape placement when making certain sounds Then compare with how the native speaker pronoun that exact word
To enhance your pronunciation skills, it's essential to focus on intonation and stress, as effective communication goes beyond mastering individual sounds Understanding the rise and fall of your voice, along with emphasizing certain words in sentences, plays a crucial role in clarity Practicing with poems, speeches, and songs can significantly improve your awareness of word stress and intonation.
Based on the research paper: "The Role of Grammar in a Secondary School English Curriculum" by Elley in 1975, the researcher has drawn some solutions to improve employees’ grammar
To enhance grammar skills, employees should prioritize reading extensively Engaging with a variety of texts exposes them to diverse grammatical structures, facilitating easier memorization through repetition Reading serves as a crucial tool for improving overall language proficiency.
Having a grammar manual readily available is essential for employees, as it serves as a quick reference to clarify unfamiliar grammar structures This practice helps prevent grammatical errors and enhances overall writing quality in the workplace.
To enhance your writing skills, it's crucial to revisit the fundamentals of grammar Invest time in understanding the key parts of speech and familiarize yourself with common grammatical mistakes that many individuals make This foundational knowledge will significantly improve your overall writing quality.
To enhance grammar skills, employees should prioritize writing in addition to reading Practicing writing regularly, while applying relevant grammar rules and techniques, significantly sharpens their grammatical proficiency Numerous online grammar quizzes are available, offering employees valuable opportunities to test and improve their skills.
In her 1985 study, “The Vocabulary Overview Guide: A Metacognitive Strategy to Improve Vocabulary Comprehension and Retention,” Eileen M Carr, along with other research, identifies effective strategies for employees to enhance their vocabulary These solutions focus on metacognitive approaches that promote better understanding and retention of new words, ultimately leading to improved communication skills in the workplace.
Building a reading habit is essential for language development, as it enhances both grammar and vocabulary Engaging with words in novels or articles offers greater benefits than simply memorizing vocabulary lists.
In addition to recognizing new words, employees also know how to use that words
Employees should enhance their reading skills by utilizing online dictionaries and thesauruses effectively These valuable resources provide comprehensive definitions, helping employees explore antonyms, root words, and related terms, which are essential for expanding their vocabulary.
Utilizing flashcards is an effective method for expanding your vocabulary quickly In the digital era, numerous smartphone applications simplify the creation and organization of flashcards, making it easier than ever to learn new words This approach enhances accessibility and efficiency in vocabulary building.
To effectively expand your vocabulary, it's essential to practice using new words in everyday conversations Engaging in informal discussions allows you to incorporate these terms without the fear of making mistakes Over time, this consistent practice will help you and your colleagues become more comfortable and proficient in using new vocabulary.
Limitation of the study
The study on Red Warehouse Co., Ltd employees' oral communication skills reveals significant challenges; however, several limitations must be acknowledged Firstly, the sample consisted of only 24 retail and 3 wholesale employees, restricting the generalizability of the findings Additionally, the research was conducted over a short period, preventing a comprehensive understanding of the issues Other minor difficulties included limited resources, the researcher's skill level, and unforeseen factors that may have impacted the study's outcomes.
Suggestions for further studies
The researcher identifies key challenges faced by employees at Red Warehouse Co., Ltd and suggests intriguing topics for future research Further studies could explore the specific difficulties encountered by employees, providing valuable insights for improving workplace conditions.
Some suggested topics for the further studies:
Red Warehouse Service Trading Company Limited employees’ ability to pronounce wine terminology
Difficulties in actively listening to Red Warehouse Service Trading Company Limited employees
A solution to improve the communication ability of Red Warehouse Service Trading Company Limited employees with colleagues. viii
This study aims to identify the oral communication challenges faced by employees at Red Warehouse Service Trading Company Limited within the workplace The primary difficulties encountered include issues related to grammar, vocabulary, pronunciation, psychological factors, and listening skills By addressing these challenges, the study seeks to provide effective solutions to enhance the oral communication abilities of employees.
Chapter 1 included the rationale, aims, methods, scope, and design of the study so the readers can have an overview of the study Chapter 2 introduced the theoretical background, including a summary of oral communication skills in English Chapter 3 indicates the current oral communication skills situation, some difficulties, and major causes of employees in the company Finally, chapter 4 proposes some solutions to improve oral communication skills in English for the employees and suggests some future research topics The conclusion contains the suggestions for further study, which were mentioned at the end of the study
Due to limitations in time, space, experience, and knowledge, the researcher acknowledges that not all employee challenges can be addressed Nonetheless, it is the aim of this study to assist employees at Red Warehouse Service Trading Company Limited, as well as those in the service industry, in enhancing their oral communication skills The author welcomes any feedback and contributions to improve this paper and encourages further research to delve deeper into this important topic.
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This survey questionnaire is designed for the research project titled "Enhancing English Oral Communication Skills of Employees at Red Warehouse Service Trading Company Limited." Your responses will play a crucial role in the success of this study, and all personal information will remain confidential Thank you for your participation!
3 What position are you in?
Question 1: How long have you been learning English?
Question 2: What kind of English certificate do you have?
Question 3: What is your English certificate score?
Question 4: What do you think about the importance of oral communication skills at work?
Question 5: How often do you practice oral communication skills?
Question 6: How would you rate your listening and speaking abilities?
A Both of my skills are good
B Listening skills are not good
C Speaking skills are not good
D Both skills are not good
Question 7: Who do you often use oral communication skills to communicate with at work?
(1 Never 2 Rarely 3 Sometimes 4 Often 5 Always)
Question 8: How do you usually feel when communicating orally with people?
Question 9: How often do you have difficulty using oral communication skills?
Question 10: Which factor do you encounter the most problems with when communicating orally?