NATIONAL ECONOMIC UNIVERSITY BUSINESS SCHOOL Duong Hoang Duc Huy IMPROVING WORKPLACE STRESS MANAGEMENT IN HOANG DUONG T&C CO LTD Bachelor of Business Administration in English (E-BBA) Thesis HANOI, 2019 Luận văn tốt nghiệp ngành Kinh tế ACKNOWLEDGEMENT First and foremost, I would like to give my sincere thanks and deepest gratitude to my instructor, Prof Dr Le Thi Bich Ngoc for her time, guidance and support during this research Next, I want to give my thanks to the Director of Hoang Duong T&C Co Ltd and all the employees of the company for the support in my internship, creating chances for me to learn and understand many new things, widen my view on numerous aspects Also I’m extremely grateful for the flexibility in work, giving time to finish this research Thirdly, my thanks to all my family and friends for positive encouragements and supports within my time carrying on with the study Without all of support, the research on this topic cannot be completed Last, I would like to send a big thank you to those at the BSNEU including the project coordinator, Mrs Nguyen Thu Hang and all of my teachers for all my time here and all the memories Luận văn tốt nghiệp ngành Kinh tế TABLE OF CONTENTS ACKNOWLEDGEMENT .1 ABREVIATIONS LIST OF FIGURES LIST OF TABLES CHAPTER 1: INTRODUCTION 1.1 Rationale 1.2 Research Objectives 11 1.3 Research Questions .11 1.4 Research methodology 11 1.4.1 Research process .11 1.4.2 Data collection 13 1.5 Research scope 15 1.6 Research structure 15 CHAPTER 2: THEORETICAL BACKGROUND ON WORKPLACE STRESS MANAGEMENT 16 2.1 Definition of Workplace stress .16 2.1.1 Concept of Workplace stress 16 2.1.2 Causing of Workplace stress 17 2.1.3 Effects of Workplace stress 18 2.1.4 Signs of Workplace stress .19 2.2 Definition of Workplace stress management 20 2.2.1 Concept of stress management .20 2.2.2 Components of Workplace stress management 21 2.2.3 Stress management treatment 23 2.3 Indicator reflecting efficiency of Workplace stress management 26 Luận văn tốt nghiệp ngành Kinh tế Chapter 3: Current situation of Hoang Duong T&C Co Ltd, 30 3.1 Overview of Hoang Duong T&C Co Ltd 30 3.1.1 Organizational structure of Hoang Duong 31 3.1.2 Performance of the company 34 3.2 Workplace stress at Hoang Duong 34 3.3 Workplace stress management at Hoang Duong 38 3.3.1 Stress management prevention .38 3.3.2 Stress management treatment 40 3.3.3 Advantages of Hoang Duong stress management 57 3.3.4 Disadvantages of Hoang Duong stress management 58 Chapter 4: Solution for manager to improve Workplace stress management at Hoang Duong T&C Co Ltd, 59 4.1 Strategic orientation of Hoang Duong 59 4.2 Solution to improve stress management .60 4.2.1 Solution 1: Preventative stress management programs 60 4.2.2 Solution 2: Managing way of stress management 64 LIST OF REFERENCES .68 APPENDIXES .70 Luận văn tốt nghiệp ngành Kinh tế ABREVIATIONS Hoang Duong T&C Co Ltd: Hoang Duong Trading and Contracting Limited Company HSE: Health and Safety Executive MS: Management Standards PSS: Perceived Stress Scale DASS: Depression Anxiety Stress Scales GHQ: General Health Questionnaire SRRS: Social Readjustment Rating Scale Luận văn tốt nghiệp ngành Kinh tế LIST OF FIGURES Figure 1.1: Process of researching 12 Figure 2.1: Stressors of Occupational Stress 17 Figure 2.2: Management Standard process 27 Figure 3.1: Hoang Duong organization structure 32 Luận văn tốt nghiệp ngành Kinh tế LIST OF TABLES Table 1.1: Summary of In-depth Interview 13 Table 1.2: Scoring of survey 14 Table 2.1: Effects of workplace stress 19 Table 2.2: Stress management programs classification 22 Table 2.3: Organization workplace stress intervention 24 Table 3.1: Hoang Duong department activities .33 Table 3.2: Perceived Stress Scale 10 questions .35 Table 3.3: Stress level of Hoang Duong 37 Table 3.4: Description of statistical data 37 Table 3.5: MS percentile scoring 42 Table 3.6: Expectation average score of Management Standards 43 Table 3.7: Mean scores of Management Standards .45 Table 3.8: Mean score of Demands Standard 47 Table 3.9: Mean score of Control Standard 48 Table 3.10: Mean score of Manager Support Standard 49 Table 3.11: Mean score of Colleagues Support Standard 50 Table 3.12: Mean score of Relationships Standard 51 Table 3.13: Mean score of Role Standard 52 Table 3.14: Mean score of Changes within the organization Standard 53 Tables 4.1: Effectiveness and limitation of short-term strategies 59 Tables 4.2: Types of preventive programs for stress .60 Luận văn tốt nghiệp ngành Kinh tế EXECUTIVE SUMMARY Since the beginning of the term stress was created, it has been a significant problem, posts threat to the human society due to negative effects on physicality and mentality of a person And in the modern days, where the world is getting more complicated everyday, life is becoming harder and harder, mental treatments is considered to be a vital part people daily routines For organization, stress has always been vital to businesses, as effects of it have influence on all aspects of the organization It links directly to performance, increasing of cost, employees’ loyalty and many more So because of that, a better consideration for the problem and putting more focus on it would be extremely beneficial to business, on operating and developing view The goal of this study is the improvement of stress management of Hoang Duong, which haven’t been developed clearly through out operation of the company By comparing methods of employer in stress management and reliable researches on stress and management methods, the problem was addressed specifically and easier to approach for subjects of the study targeted in To further support the goal of this research, through the guide of Management Standard by UK Health and Safety Executive’s, design to define effective way of stress management, Hoang Duong stress management strategies are assessed by four standards: employees demands and control of the job, support of surrounding environment with relationships in company, as well as their knowledge of own positions, own role and the attitude toward organizational changes In term of data collection, primary data are gathered by in-depth interview with the employer of Hoang Duong, the director, also, a survey of stress managing is given to all the employees of Hoang Duong Population of the survey is all personnel of the company due to the fact that Hoang Duong is a small owned company The following step is comparing the aspects of Hoang Duong stress managing style to the management standard, using mean value and other statistical method After collecting data and analyzing, the result had shown there are level of stress of Hoang Duong staffs is pretty low but comparing Management Standards, the gaps between expectation of indicators to the numbers of gathered data for employees’ survey At the moment, implementing of stress management seems to prove its effectiveness, but only for the short term as managing process only happens when there is a high level stress point in the organization Luận văn tốt nghiệp ngành Kinh tế From the study, there are some recommendations to improve managing style on aspects to meet management standards Having a better stress management, preventing and managing stress, the problem will not be a menace for the organization in the future, as nature of construction industry deliver a lot of pressures to people who working within it With appropriate stress management programs, a more detailed way to approach the issue, Hoang Duong will have a better foundation for the incoming changes of the system Luận văn tốt nghiệp ngành Kinh tế CHAPTER 1: INTRODUCTION 1.1 Rationale Businesses have many major concern, and workplace stress is one of them It has the effect on all aspects of the organization Personnel, performances, increasing on directly and indirectly costs, all of this under the influence of stress Aware of the connections of workplace stress on businesses, stress management was created and implemented to subdue the impacts of stress at work For years, managing stress by strategies and programs has proved to deliver a good sign on reducing stress, giving benefits and lowering the costs of organization And at the present where stress, particularly workplace stress is a big global concern, management on it is now more important than ever This research target, Hoang Duong is a company working in construction industry, a very harsh industry compares to others Contrasts to the growth of the economic of Vietnam, the particular industry is predicted to slow down since it hit it highest growth percentage in 2015 There are many reasons that affected the economic of Vietnam and mainly because Vietnam actively participates in globalization with many successful economic agreements and by the year of, construction industry had reached the highest point than it ever did, so it could easily predict that it couldn’t be able to keep the trend of growing As a matter as fact, the growth percentage of following years wasn’t keep up with 2015 This year, 2019, has the same result as forecasted in 2018 In 2019, the construction industry could be facing the roughest year due to the trading war of China and America, which increases price of inputs of many company, the changes of Vietnam to deal with economic difficulties and with the nature of the industry, it is a normal thing that many companies are facing a hard time on their journey To sum up the situation, construction is a tough industry, fill with unpredictable risks and put a lot of pressure on most of company working in it At the moment, while participating in a rough industry, Hoang Duong T&C Co Ltd is facing main obstacles First is the stress management of the company The nature of the industry: unpredictable and fluctuated, giving employees hard times and sometimes high level of stress occurs At the moment, there isn’t a properly developed program for stress management for Hoang Duong There are some drawbacks for that due to stress relates to many company indicators, for example, the company high turnover rate in the year 2019, over 50% at the moment, double the turnover rate of Vietnam of 24%, predicted by Anphabe, an established company in the employment sector, but if to be compared, the number reflects the Luận văn tốt nghiệp ngành Kinh tế Chapter 4: Solution for manager to improve Workplace stress management at Hoang Duong T&C Co Ltd, 4.1 Strategic orientation of Hoang Duong In Hoang Duong, when the problem delivers bad result, it company tackles it before it could influence on other aspect As a small company, this short-term strategy proves to be useful when it doesn’t add up additional costs, directly up to the point and solves it Like the author had mentioned, this style does bring a hole in the management when the managers don’t have the preparation before stress arises In the case of minor stress with few employees being affected, the strategy is the most effective but in scenario when a significant number of personnel is affected, the problem will easily get out of the hand of managers Not just that, there some problems come along with this way of managing and conducting plan Tables 4.1: Effectiveness and limitation of short-term strategies Short-term strategies Pros Cons  Low cost, does not have many additional cost  Short-term effectiveness, creates limitation for organization to take the control over stress state  Tackles the problem directly  Can only deal with small quantity of employees, does not effective when handling with significantly larger employee quantity  With good implementation, outcome result is show  Heavily depends on solution with precise timing, if not the solution 59 Luận văn tốt nghiệp ngành Kinh tế to be very effective is less effective Source: Author’s synthesis Hoang Duong, at the moment is doing good, but as mentioned, there is risk in the future of the company: risky industry, fluctuated market and also big upgrade within the company system These are logical reasons for better risk managing and stress tackling Hoang Duong should improve from short-term oriented organization with low span strategic solutions to a more systematic long-term strategic approach to be an improved healthy organization Additionally, the author suggested that the company deliver a program to raise awareness of workplace stress or additional personal management skill like time management This is due the fact that through observation, some office workers show the sign of unappropriated time managing and experiencing burnout when taking a lot of stress at work In order to reduce the cost and spending of time, author recommends programs were used by other organizations with company alteration to deliver the program fit for the company 4.2 Solution to improve stress management 4.2.1 Solution 1: Preventative stress management programs Mostly, big organizations use prevention programs to deal with stress issues and a few case of small companies use them Stress management prevention programs can give companies an active mentality when facing the problem which is a huge advantage, compare to companies who don’t implementing stress managing programs In Hoang Duong case, there are types of programs that can be implemented to increase the effectiveness of management Tables 4.2: Types of preventive programs for stress Educational/ Awareness Building The goal is to make people aware of the links between stress, illness and personal behavior, and how they can make a difference These 60 Luận văn tốt nghiệp ngành Kinh tế include lectures and presentation, often given at lunch time, or written materials, used, for example, as paycheck stuffers, that make employees aware of the nature of stress, the danger signs of stress problems, and what they might to to prevent them These are often used to initiate and recruit for more intensive programs Educational and awareness programs are usually the first step in a company wide program, because they help people decide that they can make a difference, and suggest some of the pathways and resources that are available Assessment Focused Many companies and health care settings offer individual and family stress assessments People who learn about stress naturally want to know whether they have a particular problem with stress Since everybody perceives themselves as being under stress, and most people assume that they “handle” it well, various assessment tools are important to identify people with special difficulties, and to pinpoint specific skill deficits and problem areas on which to focus Companies utilize a number of common risk appraisal and stress scales Example: Skill-Building - Perceived stress scale - Human stress factor inventory - Systems stress map Specific skills that help a person manage stress, and the negative effects of excess stress 61 Luận văn tốt nghiệp ngành Kinh tế on their health, are learned in classes or workshops They often include additional selfstudy material such as tapes and workbooks for home practice Another model is one or two-day retreat, that is usually offered to higher organization positions Skill-building programs focus on three types of skill:  Relaxation skills: Teaching people to reduce the negative physical effects of repeated stress A person can practice physical self-care, using techniques like relaxation and meditation, to maintain personal health Various methods to achieve relaxation are such a universal part of stress management programs, that they are often perceived to be the whole programs Relaxation methods produce a state that is opposite to the stress response, and which helps the body release built-up chronic stress Techniques taught include meditation, progressive muscle relaxation, selfhypnosis, guided imagery and autogenic training These techniques are easily learned, and have clear psychological and physiological effects on work stress when practice regularly  Coping skills: Coping skills include all the ways that people respond to stressful situations People develop certain styles of managing pressures situations Certain styles, such as behavior of Type A person, who is competitive, rush and aggressive, and types of response, such as avoidance, inflexibility, or lack of personal 62 Luận văn tốt nghiệp ngành Kinh tế priorities have been connected with difficulty in managing stress People can learn and practice effective responses to stressful events The skills include cognitive skills – changing the way one perceives and defines stressful events – the personal beliefs, internal conversations, expectations and evaluations one has about the pressures one faces Other programs teach time management, setting personal priorities, planning, anticipating stressful events, life planning, and how to modify one’ response to situations These lead to changes in behavior that meet personal needs, enhance wellbeing and prevent chronic stress from building up A final area to focus is managing the emotional aspects of stress – especially anger People learn to label feelings, and how to respond to them effectively  Interpersonal skills: A majority of the stress – producing situations involve relations with other people Managing stress then involves learning the skills to work harmoniously with other people This begins with teaching how to build personal support – getting others to help, sharing one’s feelings, and seeking out others – which are key methods of inoculating oneself against the negative effects of stress Stress management classes feature people skills such as assertion, active listening, effective communication, conflict resolution and team building Since these skills are often covered in other management training efforts, and are often initiated by different divisions of 63 Luận văn tốt nghiệp ngành Kinh tế the company, they are sometimes not explicitly considered when a company defines it stress management effort Source: Stress Management: Programs and Prospects 4.2.2 Solution 2: Managing way of stress management As it’s been covered in the research, the author specifically used the Management Standard approach to assess Hoang Duong management on stress The approach also giving organization the way to carry on preventative programs and assessing MS to improve managing For better and improved stress tackling for Hoang Duong, the author had come up with improvements for each standard to cover the part that it may missing in the current state Also, the author suggested the company using MS approach, in order to amplify the effectiveness of the improvements based on MS - Demands on the job The author suggests that the company create a properly training program for new hiring Expanding on the aspect of Trading or Merchandising always needs specific sale team to acquire the highest sale number for Hoang Duong In the past, Hoang Duong does not have a sale team but only the Purchasing staff doing the duties for the sale part This does put a lot of pressures to the purchasing employees Now when the need of sale team more important, a right training program will just not only reduce the pressures for Purchasing department but also prepare Sale department for predictable situations At the same time, workloads are increasing and the need of new employees in each department is critical More employees to share the amount of work handle by current members will decrease the average level of stress in organization In addition, the author also thinks the need of age diversification is important Younger generation could be a new fresh air for the company as the members in the company are beginning to step into a new stage of life and could choose to focus more on the family aspect These also prove of proficient training programs for each position is 64 Luận văn tốt nghiệp ngành Kinh tế needed However, the company could choose to focus on particular department training for the expanding is a better solution at the moment - Control over the job This needs improvements for time control for employees As it shows in the data, the lowest scores are belonging to timing management Most of employees could handle their time of working, but to increase performance of the company, each department have to manage their control on task and time better There are still cases of mismanagement in tasking The organization can provide insights of work in each department for members to understand, improves tasking of employees if they know what has to first, then what what have to next to acquire a smooth flow of work not just in the particular department but also for others, avoids the overlap of work and waiting for the required work to be finished Also there is a problem of workload and work design which creates overload of work could be improved if applied the Demands solutions - Workplace surrounding support The only problem is employees still feel the distance between them and employer The employer could be more gentle toward employees, reduce the fear of employees when talking or sharing with the director A softer nudge on staff could be more efficient the an aggressive one - Relationships at work As in the discussion, there is still a fraction of employees don’t feel comfortable with others A few bonding event with the whole organization could improve the situation At the moment, there already are birthday parties but only focus on office workers, shows holding up organizational events two or three times a year could increase the bonds between employees This also has positive effect on the relationship of employer and employees - Role within organization Hoang Duong only needs to focus on maintaining the state of this standard However, to maintain the positive standard or even achieve expectation given out, the author would like to recommend role education from senior members to develop for new company workers At the moment, in short term, the situation of high turnover rate could not be dealt in a short span so as a matter as fact, the organization should consider measure for new employees to understand the role and 65 Luận văn tốt nghiệp ngành Kinh tế for Hoang Duong lacking of focus on some specific knowledge on role for some new positions, this recommendation should be appropriated - Organization changes Communication in Hoang Duong are clear and throughout However, author did mention of miscommunicating and slow communication line This needs investing on technological and facilities At the time being, to describe the facility and technology using in the company, for years, the company has not improved the facility and technology, some of the systems using in the company can only be depicted as “obsoleted” The employees could approach the more advanced side when mentioning this kind of problem The performance could be better, updating and communicating could be faster with the right investment on the facility of the company For example, the investment in the computers of engineers and architects is more advanced than the office worker It is true when engineers and architects need a smooth running computer to handle the blue prints However, the tasks of office workers are also very important but there are some complaints, most of them are slide into times the works accumulate Slow communication, delay of tasks are some symptoms could be pointed out, and replacing the old computer systems could be solution Also, employees need to be encourage to not be hesitant when approaching new problems happen in work place, delivering more new solutions by themselves because as in observation, some of the employees are very depending on employers or others to give them solution to the problem Concluding for the managing way, there are still needs of maintaining, improving and investing on some specific cases Hoang Duong current state is at a good start and could improve more in the future as healthy promoting organization 66 Luận văn tốt nghiệp ngành Kinh tế Conclusion ‘Positive” is the word to describe the results of Hoang Duong stress management style But analyzing carefully on the managing way, there is still some weak points that might grows to be problems if Hoang Duong mismanagement them By approaching with a more careful view, creating a throughout system, designed to prevent and tackling stress, Hoang Duong improve the life and work of company employees Although there could be some problems when implementing the solutions, considering the costs for improvement and longer time to deliver, but with right analyzation and using appropriate solutions, Hoang Duong could reduce the risks considerably, gaining a competitive edge over other organizations working in the same industry and increasing their strength to survive in harsh environments of the market There are limitations of this research, limited period and unavoidable mistakes Because of that, the advices and comments by the instructor, teachers and people have experience in this field are very practical and helpful to the finishing of the research 67 Luận văn tốt nghiệp ngành Kinh tế LIST OF REFERENCES Cannon, W (1927), Walter Cannon's "Fight or Flight Response" - "Acute Stress Response" s.l.:s.n Cohen, S (1988), PERCEIVED STRESS SCALE Journal of Health and Social Behavior, Volume 24, 386-396 Holmes, T H & Rahe, R H (1967), The social readjustment rating scale Journal of Psychosomatic Research, 11(2), 213-221 Lazarus (1966), Psychological Stress and the Coping Process In: McGrawHill New York: s.n Richard S Lazarus PhD and Susan Folkman PhD (1984), Stress, Appraisal, and Coping s.l.:s.n Mohammad Mosadeghrad, A (2014), Occupational stress and its consequences: Implications for health policy and management, Leadership in Health Services, Vol 27 No 3, 224-239 van Wyk BE, Pillay-Van Wyk V (2010), Preventive staff-support interventions for health workers Dennis T Jaffe, Ph.D., Cynthia D Scott, Ph.D., M.P.H., Esther M Orioli, M.S (1986), Stress Management: Programs and Prospects Robert Kerr, Marie McHugh, Mark McCrory (2009), HSE Management Standards and stress-related work outcomes, Occupational Medicine, Volume 59, Issue 8, 574–579 10 Health and Safety Executive (2008), Working together to reduce stress at work 11 Morrison, D L & Payne, R L (2003), Multilevel approaches to stress management, Australian Psychologist 38(2), 128 – 37 68 Luận văn tốt nghiệp ngành Kinh tế 12 Murphy, L R., Hurrell, J J., Jr., Sauter, S L., & Keita, G P (Eds.) (1995), Job stress interventions 13 Lindquist and Cooper (1999), Stress management Program APPENDIXES 69 Luận văn tốt nghiệp ngành Kinh tế THÔNG TIN CÁ NHÂN CÂU TRẢ LỜI  Nam  Nữ  Không xác định Giới tính người làm khảo sát Hiện anh chị kết hay cịn độc thân  Đã kết hôn  Độc thân Anh/chị thuộc phận cơng ty  Văn phịng  Dự án  Kiểm kho Thời gian anh/chị làm việc Hoàng Dương Người làm tự trả lời PSS 10 CHẤM ĐIỂM Anh/chị thường xuyên khó chịu điều khơng mong đợi xảy Anh/chị thường xuyên cảm thấy anh/chị kiểm soát điều quan trọng sống Anh/chị thường xuyên cảm thấy lo lắng căng thẳng Anh/chị thường xuyên cảm thấy tự tin khả xử lý vấn đề cá nhân Anh/chị thường xuyên cảm thấy thứ diễn theo ý muốn thân Anh/chị thường xuyên thấy anh/chị nhận xử lý tất việc phải làm Anh/chị thường xun kiểm sốt khó chịu thân sống trước điều không vừa ý Anh/chị thường xuyên cảm nhận thấy thân kiểm soát việc diễn 70 Luận văn tốt nghiệp ngành Kinh tế Likert đến Anh/chị thường xun tức giận việc xảy ngồi tầm kiểm soát thân 10 Anh/chị thường xuyên cảm thấy khó khăn chồng chất lên cao đến mức anh/chị khơng thể tìm cách vượt qua chúng MSS 35 CHẤM ĐIỂM Anh/chị hiểu rõ điều trông đợi từ anh/chị công việc Likert đến thân Anh/chị dễ dàng định ngày nghỉ Nhiều nhóm cơng việc đưa u cầu mà anh/chị thấy khó kết hợp xử lí Anh/chị biết rõ phải làm để hồn thành cơng việc Anh/chị mục tiêu quấy rối lời nói hay hành động cơng ty Anh/chị có nhiều đầu thời hạn cơng việc khơng thể hoàn thành Đồng nghiệp thoải mái giúp đỡ anh/chị công việc Anh/chị nhận phản hồi mang tính ủng hộ cơng việc" Anh/chị phải làm việc với cường độ cao 10 thân Anh/chị có quyền định tốc độ làm việc 11 Anh/chị hiểu rõ nhiệm vụ trách nhiệm 12 Anh/chị phải bỏ qua vài đầu cơng việc có q nhiều việc 13 Anh/chị hiểu rõ mục đích mục tiêu cơng ty 71 Luận văn tốt nghiệp ngành Kinh tế 14 Ln có khó chịu đồng nghiệp 15 Anh/chị có quyền định cách làm việc thân 16 Anh/chị dường khơng có thời gian nghỉ thoải mái 17 Anh/chị hiểu rõ đóng góp quan trọng với công ty 18 Anh/chị bị áp lực phải làm việc 19 Anh/chị có quyền định điều làm cơng ty 20 Anh/chị phải hồn thành cơng việc thời gian ngắn 21 Anh/chị mục tiêu bắt nạt cá nhân khác công việc 22 việc Anh/chị bị dính áp lực thời gian khơng hợp lí cơng 23 Anh/chị tin tưởng giúp đỡ từ cấp vấn đề công việc 24 Anh/chị nhận giúp đỡ ủng hộ từ người xung quanh cơng ty 25 Anh/chị có tiếng nói cách anh/chị làm việc 26 Anh/chị có hội để tìm hiểu thay đổi cơng việc từ cấp 27 Anh/chị nhận tôn trọng từ đồng nghiệp 28 việc Nhân viên hỏi ý kiến thay đổi công 29 Anh/chị thoải mái bày tỏ vấn đề làm anh/chị khó chịu cơng việc với cấp 30 Thời gian làm việc anh/chị thoải mái 31 Đồng nghiệp sẵn sàng lắng nghe chia sẻ vấn đề công việc anh/chị 72 Luận văn tốt nghiệp ngành Kinh tế 32 Khi có thay đổi công việc, anh/chị hiểu rõ cách thứ vận hành 33 việc Anh/chị thấy thoải mái qua đòi hỏi phù hợp từ công 34 mái Các mối quan hệ công ty có cảm giác khơng thoải 35 Cấp giúp đỡ anh/chị công việc 73 Luận văn tốt nghiệp ngành Kinh tế