OVERVIEW OF THE STUDY
Rationale
English is crucial in today’s global society for two main reasons: it is the second most spoken language worldwide, and it fosters connections among people of diverse backgrounds In Vietnam, the increasing influx of foreign direct investment has heightened the demand for English learners, making it a vital part of daily life General English encompasses four essential skills—listening, speaking, reading, and writing—which are interconnected and equally important However, in a business context, particularly within Amaccao's sales department, writing skills are prioritized above the others.
During my internship, I received valuable feedback from colleagues regarding my writing skills, particularly in email communication and citation accuracy I noticed several grammatical, vocabulary, and spelling errors that highlighted the need for improvement Consequently, my thesis serves as a focused examination of the critical role that effective business writing plays in sales at ACP.
Previous studies
English has become increasingly popular across all age groups, with four essential skills: listening, speaking, reading, and writing As Vietnam experiences significant development and attracts foreign investment, proficiency in a second language is crucial for effective communication Among these skills, speaking and writing are particularly emphasized, as they facilitate connections through various platforms like emails, messages, and social media This article focuses specifically on writing skills, highlighting the extensive research conducted globally, particularly in Europe, America, and Asia.
Rosenbluth and Michael Reed (2002) conducted a study on English writing skills within a real estate firm in France, focusing on the Sales department, which comprised ten individuals from diverse countries, including France, China, Japan, and Korea Notably, the study highlighted that the French, alongside other nationalities, often struggle with English proficiency, with a report indicating that French speakers have the lowest English skills in the European Community across all four competencies: speaking, writing, reading, and listening Despite these challenges, the French are dedicated to improving their English skills The researchers categorized participants into two groups: Group 1 included four members with stronger English abilities, including the manager and vice manager, who graduated from prestigious universities and demonstrated proficiency in customer interactions without frequent errors In contrast, Group 2 comprised six members who regularly made grammatical mistakes The authors employed a quantitative research method, gathering data through questions about writing proficiency, such as “Do you make a mistake in writing?” and “How do you feel about your writing skills in English?”
The primary challenge in written communication with clients lies in the effective use of English in sales An analysis of data, rather than a mere calculation, reveals insights from Rosenbluth, who, after five months at the company, provided both objective and subjective perspectives on this issue In contrast, Michael Reed, lacking direct experience at the firm, offered a less comprehensive view The study examined 20 documents detailing written exchanges between salespeople and customers from September 2001, collected by the authors based on daily transactions observed during Rosenbluth's tenure.
In his 2008 study, Charles Bazerman thoroughly examined the importance of writing skills in English within a construction business comprising nearly 50 individuals, including employees and managers The research highlights the challenges related to writing proficiency among the staff and proposes several solutions for improvement The study's population consisted of 35 employees across various departments—accounting, personnel, planning, materials, and architecture—and 15 managers, revealing a diverse range of English proficiency levels among the workforce.
Correspondingly, the author had to spend three months observing and investigating.
This study reveals that the scope of research is extensive, making thorough investigation challenging The author categorized participants into two groups: graduates from the Linguistics Faculty and those from other faculties Surprisingly, findings indicate that Linguistics graduates make more writing errors than their counterparts Additionally, data collected highlights a deficiency in progressive writing skills, attributed to inadequate organization and revision techniques during the writing process To address these issues, the study proposes solutions such as organizing advanced English courses and inviting specialists to share their expertise.
By dedicating three nights a week to various resources such as e-learning, English literature, and organized lessons sharing personal learning experiences, the research demonstrated significant enhancements in English writing skills among staff and employers.
In the study "Improving Writing Skills in the Customer Service Department at Shang Zheng Logistics Co., Ltd," Huang (2009) emphasized strategies to enhance writing skills within the accounting department of a Chinese logistics company Despite a tendency among Chinese speakers to prefer their native language, the logistics industry necessitates effective communication across various parties and countries Consequently, customer service staff must possess proficiency in both their native language and English to facilitate these connections.
English is widely recognized as a global second language, facilitating communication for many people around the world The researcher emphasizes the significance of English in this context Customer Service (CS) employees have a diverse range of responsibilities, including creating bookings based on customer requests, with a majority of foreign clients utilizing English for their booking orders.
Customer Service (CS) staff must comprehend booking release requests and adhere to the schedules of feeder and mother vessels In case of any changes, they are required to communicate via email in English to resolve issues To prevent misunderstandings, it is essential for CS staff to have a deep understanding of the processes to effectively respond and engage with clients, particularly potential ones A study by the author reveals that the department consists of five staff members and one manager, who find it challenging to collaborate with foreign partners due to frequent grammatical errors in English communication.
Client: I want you to check debit note and handle it asap which I sent yesterday
CS staff: I receive it yesterday and I replied your email at once”
Misunderstandings frequently arise due to vocabulary and grammar usage, particularly with acronyms like "asap," which stands for "as soon as possible" and can confuse recipients despite their good command of English This study aims to assess the current state of English writing skills, identify challenges faced by individuals, and propose solutions A descriptive qualitative method was employed, utilizing personal interviews conducted when participants were available, given the demanding nature of the logistics field Data collection involved observing email errors, categorizing mistakes, and holding discussions during weekly reviews Small interviews were conducted to gather insights on writing skills, allowing participants to collaboratively identify and rectify errors in grammar, spelling, and content The analysis focused on specific grammar and vocabulary mistakes, leading to a comprehensive classification of errors that revealed underlying reasons for writing difficulties in English.
Aims of the study
Sales professionals excel in using persuasive writing to encourage customers to engage with their products and advertisements However, many individuals in the business sector often need to persuade others through written communication This study aims to investigate the current state of writing skills in sales, identify the challenges faced when communicating with clients in writing, highlight the reasons behind employees' inadequate writing abilities, and offer solutions to enhance English writing skills.
This study aims to address key questions regarding writing skills in sales, specifically at Amaccao Concrete Plant It will explore the current state of writing proficiency among sales staff, identify the challenges they face in developing these skills, examine the underlying reasons for inadequate writing abilities, and propose effective solutions to enhance English writing skills within the sales team at the plant.
Research subjects
Business writing encompasses various methods and styles that significantly impact communication among companies, corporations, governments, and institutions ACP, a specialist in the construction sector, serves a diverse clientele, including both Vietnamese and international customers While communication and negotiation are generally straightforward with Vietnamese clients due to shared culture and language, foreign clients can pose challenges for salespersons It may come as a surprise that different types of business writing—such as emails, letters, memos, and formal invitations—often share a similar style.
This study focuses on a population of twelve Sales team members at ACP, including the manager, deputy manager, and sales staff, all of whom are colleagues of the researcher, who has been an intern in the department for four months Participants were selected based on their formal education from various universities and their shared passion for Sales, as they strive for high turnover rates Proficiency in English is crucial due to the foreign clientele, making it a key requirement for all team members The research encompasses contracts, emails, and price quotations within the Sales department, with participants' ages ranging from 27 to 43 years, comprising both single and married individuals To ensure privacy, the investigation focused solely on internal communications within the Sales department prior to data analysis.
Scope of the study
No Position Sex Degree type
1 Manager Female Excellent degree TOEIC (755)
2 Deputy Manager Male Good degree TOEIC (630)
Excellent degree: 1 staff Good degree: 3 staff Average degree: 2 staff
Table 1.5: General information and English levels in Sales.
Sales staff, including managers and deputies, utilize writing skills daily, making it a crucial aspect of their roles They frequently communicate with clients via English emails, yet common errors often occur in their correspondence.
The Sales Management Division is led by a highly qualified female manager, a graduate of Foreign Trade University with an Excellent Degree She holds a Toeic Certificate with a score of 755 and possesses strong speaking skills, particularly in negotiations and client communications However, she occasionally makes grammar mistakes in her emails.
The deputy manager, a graduate of an economic university, excels in negotiating with customers independently and effectively communicates with foreign partners via email However, despite his regular meetings with potential clients, his English writing skills have not significantly improved.
There are ten sales staff, four of whom are male and the rest are female.
Despite the male staff graduating with commendable certificates, their English proficiency, particularly in writing, remains insufficient Only one individual possesses a TOEIC certificate with a score exceeding 650 A significant challenge they face is mastering grammar, especially the correct usage of English tenses.
In general, females demonstrate a higher proficiency in English compared to males, showcasing their dedication to language learning Although they may not perform as efficiently as men in the workplace, their commitment to improving their English skills is evident, as they invest two hours daily attending an English center after work This consistent effort has led to a significant enhancement in their English abilities.
However, because they mainly take part in communication course, writing skill is not focused on much enough.
Research methodology
This study aims to highlight the significance of writing skills in the business context, particularly in sales at Amaccao Concrete Plant It outlines the research methodology, design, and procedures employed in the investigation, including the introduction of the research hypothesis, the methods utilized, and the data analysis techniques.
The researcher begins by examining all members of the Sales team, who possess varying levels of English proficiency Recognizing that these individuals may frequently make errors in their written communications with clients, the author seeks to understand the reasons behind these mistakes and explores potential strategies for improvement.
This research focuses exclusively on members of the Sales team, gathering data through direct contact and observation of their daily tasks The author engaged in practical writing exercises involving economic contracts, price quotations, memos, and emails As an intern, the author’s responsibilities differ from those of her colleagues, necessitating the development of various skills to fulfill job requirements effectively.
Mistakes are a natural part of any job, especially during an internship, where they provide valuable learning experiences This study focuses on the various tasks and challenges encountered by the intern, highlighting the insights gained from these experiences.
This investigation highlights the critical role of writing skills in the business sector, particularly in Sales at ACP The researcher examines the challenges faced in using English within this work environment, identifies common writing mistakes, and assesses the employees' English proficiency levels To gather comprehensive insights, in-depth interviews and unstructured questionnaires were utilized, yielding significant findings and practical recommendations for improvement.
Some certain questions were prepared and included in the unstructured questionnaire.
The research indicates that a qualitative methodology is the most effective approach, utilizing participant observation, practice, and contingent interviews as key research instruments Data gathered from multiple interviews will be analyzed to provide insights and recommendations for enhancing the writing skills of both management and staff This ongoing process includes several informal interviews conducted throughout the work environment.
The author effectively utilizes breaks, such as breakfast and lunch, to gather valuable data through casual conversations, highlighting the importance of relationship-building in business In a professional context, formal meetings are crucial for achieving sales targets and maximizing profits English serves as a global lingua franca, facilitating communication among individuals from diverse backgrounds in both personal and business interactions For communication to be effective, mutual understanding between the parties involved is essential.
Identifying errors in the Sales department's writing poses a challenge, as most team members are experienced and have been with the company for years The complexity of grammar and the use of uncommon vocabulary often lead to confusion for researchers It is essential to foster open discussions about linguistic challenges Additionally, various contract templates and customer emails were collected for analysis, with participants aware that their contributions would be reviewed Importantly, all data presented in this study was gathered without prompting or coercion.
The author gathered economic contracts, price quotations, and daily emails in English, highlighting the significant contributions of both foreign and domestic clients to the company By organizing the content in both Vietnamese and English, it is evident that formal communication is crucial when engaging with potential customers, as it plays a vital role in successfully securing contracts.
In this investigation, both qualitative and quantitative methods are utilized, with a primary focus on the qualitative approach Data is gathered through daily conversations and analyzed via content analysis from small interviews, allowing for the categorization of information into themes and sub-themes for comparison The qualitative method offers the advantage of being straightforward and easy to collect and report Additionally, the results obtained can be measured using quantitative techniques, while content analysis helps structure the qualitative data effectively to meet the research objectives.
The qualitative data gathered from interviews will be synthesized and summarized in alignment with the research aims and questions Additionally, observation data will be quantified and converted into numerical format Responses to close-ended questions will be analyzed and visually represented through pie charts and bar charts, while open-ended question responses will be summarized according to the research objectives.
Small interviews in sales are conducted regularly to maximize the opportunity for data collection when all team members are present in the office To gather sufficient and valuable insights, careful preparation is essential, which involves three key stages.
In the realm of Sales, economic contracts are crucial documents that facilitate negotiations, price quotations, and communication with both domestic and international clients The researcher examined these contracts, noting that material costs are updated daily, prompting Salespeople to revise price quotations accordingly before sending them to relevant customers Email communication has emerged as the most efficient method for maintaining contact with potential and regular clients, encompassing both formal and informal styles The study focuses on three specific subjects related to writing skills, all of which are well-known in the field of Sales, allowing for a thorough investigation within this narrowed scope.
After identifying research subjects and scope of study clearly, the author collected related data, reviewed them and prepared checking tools such as dictionary or google.
During the internship, the researcher closely monitored all CC emails in their inbox, recognizing the opportunity to engage with economic contacts and price quotations Important documents, including five economic contracts, three price quotations, and seven daily emails in English, were meticulously recorded and saved with clear titles To enhance writing skills, the researcher conducted unstructured interviews through casual conversations in the Sales department, aiming to identify both common and serious mistakes This collaborative approach allowed team members to discuss and develop optimal solutions for improving their writing proficiency.
The proficiency in English among staff varies, particularly in the Sales department, where three individuals handle English documents and foreign clients When these key members are unavailable, other staff members step in to address related issues However, errors in daily emails and contracts are common, often leading to misunderstandings that are hard to clarify Discussions among staff reveal challenges in English usage, especially in writing, allowing them to share experiences and provide constructive feedback The researcher emphasizes that these discussions are intended for sharing knowledge rather than criticism Ultimately, the researcher analyzes the collected data to address the research questions effectively.
Organization of the study
This study is structured as followings:
Chapter 1 positions the study by recounting the background of the researcher, followed by details of the research site The previous studies, research subjects, scope of the study, research methodology and the significance of the study are also introduced.
Chapter 2 reviews the literature relevant to the research problem, commencing with a discussion of the positioning of writing English in business and point out some previous researches
Chapter 3 presents the research findings.
Chapter 4 points out some recommendations and suggestions to enhance writing skill in Sales at Amaccao Concrete Plant.
LITERATURE REVIEW
Definition of writing
Writing is a multifaceted process that involves organizing ideas, opinions, and emotions into written form This complex activity requires mastery of language at both the sentence level—encompassing grammar, structure, vocabulary, punctuation, and spelling—and at the paragraph level, which focuses on creating cohesive and coherent texts by effectively integrating information.
(Barly,Bram Write Well: Improving Writing Skill.(Yogyakarta: Kanisius, 1995))
Writing is both a physical and mental endeavor that involves exploring ideas and determining effective ways to express them This process includes crafting coherent statements, sentences, and paragraphs that are easily understood by readers.
Writing serves the dual purpose of expression and impression, requiring writers to select the most suitable medium for their work Each type of writing presents varying levels of difficulty, which are influenced by the specific objectives the writer aims to achieve.
- Writing is a process It is also a product: the writer creates, plans, writes various drafts, revises, edits and publishes
Writing serves as a powerful tool for communication, allowing individuals to convey messages to readers with specific intentions The primary purposes of writing include self-expression, providing information, persuading the audience, and creating literary works.
(Pincas, Teaching English Writing : Essential Language teaching Series (London: The Macmilan Publisher ,Ltd,1998)).
Based on the definitions above, a definition of writing skill can be obtained.
Writing is a structured and productive process that involves several stages Initially, writers must explore and express their ideas, thoughts, and feelings in written form Following this, they engage in multiple revisions to ensure the text is grammatically correct and well-organized Ultimately, the goal of writing is to produce coherent and meaningful texts that resonate with readers.
The Writing Skill
According to Orwig (1999), writing is a complex productive skill that often appears more challenging than it initially seems It encompasses various micro skills, including correct orthography, adherence to spelling and punctuation conventions, appropriate vocabulary usage, and the application of the right writing style.
According to Bello (1997:1), writing is an ongoing journey of uncovering the most effective language to express one's emotions and ideas He emphasizes that the writing process is inherently challenging, regardless of whether it is conducted in a native or second language.
The "English for Palestine" program emphasizes essential writing skills, including the accurate transcription of dictated material with proper punctuation, the ability to unscramble letters into recognizable words, the arrangement of jumbled words into coherent sentences, and the skill of converting diagrammatic information into well-structured written text.
According to Archibald (2001:153-160), writing is a multifaceted skill that requires a deep understanding and expertise across various domains It is a complex ability that emerges from the interplay between a writer's knowledge, experience, and skills, alongside the cognitive challenges presented by the writing task.
Business Writing
Business writing encompasses various forms of communication used within organizations, including reports, proposals, memorandums, contracts, and emails This type of writing is essential for effective communication with both internal and external audiences and is often referred to as business communication or professional writing.
According to Brent W Knapp, effective business writing should prioritize clarity and quick comprehension He emphasizes that the message must be well-organized, straightforward, and direct to ensure it is easily understood by the reader.
2.3.2 Purposes of Business Writing o Convey information o Explain a situation o Request action o Seek information o Persuade o Reply to communication previously received o Convey an attitude(Morris, Rupperd, smith Hurried Business writing (Orienbussisness book, GreatBritain Class, Ltd 1999)
Mark Twain famously remarked, “I didn’t have time to write a short letter, therefore I wrote a long one instead,” highlighting the significance of effective writing Whether in the form of a letter or an email, writing plays a crucial role in both personal and business communication, underscoring its prevalence in our daily lives.
Effective business writing adheres to a consistent style that reflects the company's voice and strengths It is essential to utilize clear language, employing short and simple sentence structures to avoid confusing the reader The purpose of the communication should be stated in the opening sentence, and the agents of action should be identified unless there is a compelling reason to obscure them Choosing appropriate language that resonates with the reader is crucial, as is keeping their needs and interests in mind Recommendations should be presented using the imperative voice, and every correspondence should conclude with a strong call to action.
2.3.4 Some types of business writing
Email is widely used as a form of inexpensive yet highly effective business communication tool we have today It is a good way to get your message It is also
Security concerns surrounding computer and email usage are prevalent in the workplace While email systems are primarily intended for business communication, many companies permit limited personal use Additionally, individuals often make errors when composing emails, whether through text messaging habits, grammatical mistakes, or an informal approach to writing.
To write effective emails, start by thinking carefully before composing your message Use a compelling subject line to grab the reader's attention and ensure your message is concise and clear Avoid sending emails when you're angry, and always proofread your content to take responsibility for your communication Adhere to standard grammar and spelling conventions, and use BCC or CC judiciously to maintain professionalism.
( RMIT University (2008): Writing skill for Business online training)
A business contract is a legally enforceable agreement between two or more parties, which can be established through written or oral promises exchanged for mutual performance Essential to business operations, these economic contracts require key elements to be legally binding, including an offer, acceptance, capacity, intention to create a legal relationship, legality, and consideration, typically in the form of money.
Price quotations play a crucial role in business transactions, serving as fixed price offers that are typically documented in writing, although they can also be discussed verbally Once accepted by the customer, the quoted price remains unchanged, although mutual understanding between the parties may lead to adjustments The significance of price quotations in the economic landscape is widely recognized, as they enable businesses to forecast turnover and profit from their contracts effectively.
Steps of writing process
Writing serves as a fundamental means of communication, and the writing process consists of several essential steps that lead to a polished final product To create effective writing, it is crucial to adhere to the five key steps of the writing process.
Prewriting is the essential first step in the writing process, where careful consideration of the topic takes place This critical phase involves brainstorming, conducting research, gathering information, and outlining ideas to create a solid foundation for the writing.
The drafting stage involves organizing your ideas to effectively convey a specific message or argument The objective is to transform your outline into a comprehensive paper It’s essential to focus on vocabulary and grammar while also choosing the optimal time and place for writing, ensuring that distractions are minimized.
The goal of the revision process is to enhance the draft by carefully reviewing its content and structure Writers should read through their work, either silently or aloud, to assess what has been written and identify areas for improvement.
Now is the moment to refine the manuscript meticulously, focusing on each line to eliminate repetition, enhance clarity, and correct spelling and punctuation errors This editing phase requires attention to detail, and seeking feedback from another writer can be invaluable in ensuring a polished final product.
In this last step of writing process, the final writing is shared with the group.
Sharing can be accomplished in a variety of ways and with the help of computers, it will be more perfectly.
RESEARCH FINDINGS
Introduction
This chapter discusses and interprets the results of an investigation into the importance of writing skills in business, particularly focusing on their application in sales at Amaccao Concrete Plant Through unstructured interviews and daily conversations, the researcher presents key findings related to the significance of writing skills in a business context The investigation, structured across four chapters, highlights the current reality of writing skills in English within the sales team and offers recommendations for improvement.
Findings
3.2.1 The reality of writing skill in Sales.
During the internship, the author gained valuable insights by engaging in conversations with the Sales team, leading to significant survey results The daily tasks of Sales staff involve handling various English documents, where errors are common This section will highlight the frequently encountered documents that often contain mistakes.
Table 3.2.1: The most difficult document when utilizing writing skill in daily tasks.
Employees in Sales frequently handle a variety of documents, including letters, memos, contracts, and price quotations As shown in Table 3.2.1, there is a significant difference in the responses from staff regarding their writing skills Email communication is particularly prevalent in Sales, as employees interact with clients daily, which is why most staff members selected answer A for this question.
Several factors contribute to this issue, including a lack of focus on grammar, vocabulary, and spelling during university studies, as well as a late realization of the importance of English Through informal conversations and brief interviews, the author explores common mistakes in English usage, with the findings illustrated in bar chart 3.2.1.
Bar chart 3.2.1: Mistakes made when contacting customers in written language.
According to the data presented in bar chart 3.2.1, grammar errors are the most common mistakes in Sales, accounting for 83.33% Staff discussions revealed that difficulties in identifying different English tenses contribute significantly to this issue In contrast, vocabulary related to the construction field does not appear to be a major concern Additionally, other errors such as syntax and spelling constitute only 8.33% of the mistakes reported.
The author conducted a survey to assess the frequency of syntax errors made by participants, as illustrated in pie chart 3.2.1 While these mistakes are not prevalent, they significantly impact clients' perceptions and impressions.
Pie chart 3.2.1: The frequency of mistakes regarding syntax made.
The analysis reveals that the highest mean of syntax mistakes in Sales is 66.67%, primarily due to grammar and syntax issues Common errors include the misuse of prepositions, articles, tenses, singular/plural forms, verbs, and sentence structure, along with the incorporation of informal expressions However, 25% of respondents demonstrate confidence and proficiency in their writing, actively improving their English skills in their spare time, as observed by the author.
3.2.2 The main difficulties in writing skill in Sales.
During the internship, the researcher collected and documented English materials, highlighting key difficulties and errors These findings are thoroughly illustrated in pie chart 3.2.2.
The researcher gathered over fifteen English documents, including emails, economic contracts, and price quotations, which contain various errors These documents were analyzed to address the research question outlined in section 1.3, aiming to identify the challenges faced in writing skills within the sales department at Amaccao Concrete Plant.
Pie chart 3.2.2: The main difficulties in writing skill in English in Sales at ACP.
The researcher highlights frequent errors in written communication among Sales staff, particularly noting that while grammar mistakes in economic contracts are minimal due to their standardized nature, these errors significantly increase in email correspondence.
Therefore, the pie chart shows that grammar mistake accounts for the biggest percent (66.67%)
Because the major error is grammar, the author illustrates by some popular examples are given as the following below.
All written documents must be sent to the addresses specified in the heading of this Contract, unless one of the Contracting Parties provides written notice to the other Party regarding a change of address.
The Contracting Parties confirm that the execution of this Contract and the fulfillment of its obligations have received proper approval from the respective governing bodies, ensuring compliance with applicable legal regulations.
Two common grammar errors that are often highlighted involve the use of tenses in English In the first example, readers can easily identify the mistake, which should be corrected to “shall be mailed,” as it improperly uses the passive voice with modal verbs In the second example, the subject of the sentence is clearly presented and linked appropriately.
The writer should replace "and" with "have been duly approved." Additionally, staff members have made numerous grammatical errors in client emails, such as incorrect tense usage and misidentifying recipients For example, addressing someone as "Dear Mr Kavin" in the salutation but closing with "Your faithfully" is problematic, as the correct form is "Yours faithfully." Such mistakes in grammar and spelling undermine professionalism in communication.
“Dear Sir”, and “Yours sincerely” has followed an address to a specific person.
Besides, it is not correct when using “your”, the writer has to add “s” for this, it is the spelling error
The analysis reveals that grammar constitutes over sixty percent of common writing mistakes, with many staff members identifying it as the most challenging aspect This is illustrated in pie chart 3.3.1.2, which highlights that other errors, such as syntax and vocabulary, occur at a much lower rate Given that ACP specializes in the construction sector, staff are well-acquainted with specific terminology, making such mistakes uncommon.
Sometimes, staff here still make misspellings, for example “colun foundation in Vietnamese) or “natual soil layer”(“lớp đất tự nhiên”in Vietnamese), “natual” must add “r” between “u” and “a”
The researcher has gathered examples from emails, contracts, and quotations to highlight the key challenges and factors that staff face when utilizing written language in their daily tasks.
3.2.3 Reasons for staffs’ poor writing skill in Sales.
RECOMMENDATIONS AND SUGGESTIONS
Recommendations
The eight-week investigation focused on enhancing writing skills in Sales at ACP, emphasizing participants' reflections and effective strategies Based on the study's findings, the author recommends evaluating writing courses aligned with essential skills identified by experts, inviting language professionals to provide guidance on writing, particularly emails, and creating an international work environment by acquiring diverse English literature Additionally, the author suggests collaborating with English centers specializing in business writing, balancing sales knowledge with English proficiency, and utilizing distance learning as a flexible option Finally, dedicating at least 30 minutes to reinforce learned concepts and applying them in practical scenarios after each lesson is advised.
Limitations
The investigation has greatly enhanced awareness of the crucial role that writing skills play in sales at ACP, while also highlighting the drawbacks of their current usage Nonetheless, it is important to acknowledge that limitations and shortcomings are inherent in this process.
Firstly, this research only investigated the members’ evaluation in Sales, not included other departments at ACP, therefore the author did not have a deep overview of the whole company
The study design faced challenges due to the one-week interval between chapters three and four, limiting participants' ability to reflect on the effectiveness of the adjustments made Additionally, the researcher encountered difficulties in gathering findings for chapter four, as many Sales staff were frequently out of the office for important client appointments, often leaving only three employees available Increased staff presence would have facilitated more effective discussions and data collection.
During the interviews conducted in English, some participants struggled to comprehend the questions and requested assistance with translations into Vietnamese.
This study explored the application of writing skills among employees at Amaccao Concrete Plant, focusing on their reflections, effective strategies, and recommendations for the Sales team The investigation involved cooperative participants and utilized unstructured interviews and informal discussions, yielding valuable results despite time constraints Employing a qualitative approach, the researcher carefully selected clear and comprehensible questions, facilitating data collection with minimal challenges The findings revealed that participants held positive attitudes towards writing skills, recognizing their significant impact on sales performance and overall business success, including turnover and profit.
The staff is dedicated to improving their business writing skills through short courses and efficient learning methods Acknowledging the constraints of time and expertise, they recognize that some mistakes may occur during this process The researcher welcomes constructive feedback and suggestions from teachers and supervisor Duong Thi Hong Tham to enhance the quality of this investigation.
The author sincerely thanks the staff at Amaccao Concrete Plant and the supervisor for their invaluable assistance and guidance throughout the research investigation.
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APPENDIX 1: Post-survey questionnaire (For twelve members in Sales at ACP)
This questionnaire aims to gather insights on members' evaluations of writing skills in a business context, focusing on the advantages and disadvantages of using English for customer communication, as well as potential solutions to identified challenges Your participation is greatly valued, and rest assured that your responses will remain confidential, as the collected data will solely be utilized for the research paper and not for any other purposes.
To complete these questions, please choose the answer by circling A, B, C or D for your choice or expressing your ideas, opinions in the blanks.
Thank you for your cooperation!
Which types of document is your greatest difficulty when utilizing writing skill in daily tasks?
Which factor is your greatest difficulty when contacting customers by using writing skill in English?
How often do you make syntax mistakes when working or contacting the clients via email in English?
In your opinion, does writing skill have an effect on the turnover in Sales?
Do you intend to take an English course in writing skill?
Why don’t you want to take an English grammar course at a well-known English center?
Table appendix 1: Questions for the post-survey.
APPENDIX 2: Interview guide for the participants
(For twelve members in Sales at ACP) Please answer the following questions in detail:
1 What are the difficulties in writing skill in Sales at Amaccao
2 In your opinion, how important to business is writing skill in
How often do you make mistake when composing the economic contracts?
4 What will you do to improve your Business writing skill?
Table appendix 2: Questions for the interview guide for the participants