Luận Văn A study on Business Communication in English

Khóa luận tốt nghiệp
Đề tài: A study on Business Communication in English


Table of contents
Part one: Introduction 1
1. Rationale . .1
2. Aims of the study .2
3. Methods of the study .2
4. Scope of the study .2
5. Design of the study 2
Part two: Development 4
Chapter 1: Theoretical background .4
1. An overview of communication 4
1.1 Definition of communication .4
1.2 Classification of communication 5
1.2.1 Verbal communication . 5
1.2.2 Nonverbal communication . 5
1.2.3 Visual communication 6
1.2.4 Other types of communication .6
2. Business Communication 6
2.1. Definition .6
2.2. Types of Business Communication .7
2.2.1. Internal Communication .7
2.2.2.1. Upward Communication 8
2.2.2.2. Downward Communication . 8
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2.2.2.3. Horizontal/Literal communication .9
2.2.2. External Communication . 9
Chapter 2: A study on business communication in
English . 11
2.1 Arranging a business meeting with a potential client 11
2.1.1. Contact a potential client to schedule an appointment. 11
2.1.2. The meeting . 13
2.2. Job Interview 18
2.2.1. Definition 18
2.2.2. Job Interview Communication Tips 19
2.2.3. Interview questions .19
2.2.3.1. Work history 19
2.2.3.2. About you .20
2.2.3.3. The future .21
2.2.3.4. The new job and the new company .21
2.2.4. Some appropriate responses and comments essential for answering
questions that are asked during in an interview 27
2.3 Telephone contacts in business .30
2.3.1. Leave a message 31
2.3.1.1. Voice mail of the phone 32
2.3.1.2. Leave message directly through assistants/ secretaries .33
2.3.2. Negotiation in business by phone . 34
2.3.3. Make an appointment 40
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2.3.3.1. Make an invitation .40
2.3.3.2. Rearrange an appointment 40
2.3.4. Supply information about your product/ service 41
2.3.5. Sell Your Product/ service . 42
2.3.6. Make reservation by phone .43
2.4. Email contacts in business .44
Chapter 3: some reasons for poor business
communication in English and suggestions to
overcome 48
Part Three: Conclusion .53
References 54


Acknowledgements
Sincerely, I would like to show my deep gratitude to many people for their
enthusiasm and helpfulness to me in preparing and completing the graduation
paper
Firstly, I would like to express my sincere thanks to Ms. Dang Thi Van (MA),
the supervisor, who enthusiastically gave me guidance and correction for my
research.
Secondly, I am so grateful to Ms. Tran Thi Ngoc Lien (MA), the Dean of
Foreign Language Department and all the teachers at Hai Phong Private
University for their previous supportive lectures that helped me much during
graduation time.
Thirdly, I wish to take this opportunity to thank my parents for whatever they
support and encourage me both mentally and physically during my studies.
Finally, I highly appreciate all the comments from my friends, who have given
me uninterrupted support by means of suggestions and corrections during my
struggle for perfection of this paper of mine.
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Part one: Introduction
1. Rationale
Hybels (1992: 5) has claimed, “Communication is vital to our life, to live is to
communicate”. Apart from verbal and nonverbal, communication includes other
more specific types of communication, such as: business communication,
graphic communication, science communication, nonviolent communication,
technical communication, etc. Especially, business communication becomes
more and more important in the current global situation. However, not all people
are aware of this.
As I see it, there is a need for young people graduating from universities to be
prepared for more business related communication in addition to the more social
and casual day-to-day communication skills that the majority of the students can
master. With this graduation paper, I wish to stress the importance of acquiring
this skill to be prepared for the challenges they will encounter when starting a
new employment. Moreover, in the current global financial crisis, the
communication in business relationships has become a need of utmost
importance.
Based on the above facts and other acquired information I made the decision to
study more in detail about business communication in English for my graduation
paper, hoping that it can help me and other learners understand and practice it
properly in our future working life.
2. Aims of the study
This subject is to help everyone using business communication in English
properly by:
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Giving theoretical background of general communication, business
communication in English, and practical dialogues with realistic
situations.
Analyzing words, phrases and situations in business communication in
English.
Giving steps to get a effective business communication
Discussing some possibly problems occurred in business
communication such as: presenting without a purpose, saying too
much, not informing enough detailed information for customers, failing
to apologize or compensate to employees/ customers
3. Methods of the study
The communication in English is a large field with many different types like
facilitated communication, graphic communication, nonviolent communication,
science communication, strategic communication, business communication and
so forth.
Due to the limitation of time, knowledge and experience, I only refer to business
communication and raise some problems occurred in business communication
and some solution concepts.
4. Scope of the study
In English, communication is a large field with many types such as: as
facilitated communication, Graphic communication, Nonviolent Communication,
Science communication, Strategic Communication, business communication etc.
Due to the limitation of time, knowledge and experience, I only refer to business
communication and raise some problems occurred in business communication
and some suggestions to overcome.
5. Design of the study
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The study is divided into 3 main parts:
The first part is the introduction which gives out the reason for choosing the
topic, point out the aims of the study, the scope of the study as well as the
methods applied.
The second part is the development which consists of three chapters
The first chapter deals with the theoretical background which
provides readers with the knowledge of general communication,
business communication.
The second one focuses on the performance of business
communication such as: arranging a business meeting with a
potential client, job interview, telephone contacts and marketing.
The third chapter provides readers some reason for poor business
communication in English and some suggestions to overcome.
The last part is the conclusion of the study. All the information from the
previous parts of the study is summarized in this part and some suggestions are
even offered for further study.
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Part two: Development
Chapter I: Theoretical background
1. An overview of communication
1.1. Definition of communication
There are probably around 130 published various definitions of communications.
(http:// www.regent.edu/acad/schcom/phd/com707/def_com.html)
Communication is the process of conveying information from a sender to a
receiver with the use of a medium in which both sender and receiver understand
the communicated information the same way. In other words, a process allows
people to exchange information by several methods.
There are auditory means, such as speaking, singing and sometimes tone of
voice, and nonverbal, physical means, such as body language, sign language,
paralanguage, touch, eye contact, by using writing. Communication is thus a
process by which we assign and convey meaning in an attempt to create shared
understanding. This process requires a vast repertoire of skills in intrapersonal
and interpersonal processing, listening, observing, speaking, questioning,
analyzing, and evaluating. If you use these processes, it is developmental and
transfers to all areas of life: home, school, community, work, and beyond.
(http://en.wikipedia.org/wiki/Communication )
Another definition of communication is “Any act by which one person gives to
or receives from another person information about that person‟s needs, desires,
perceptions, knowledge, or affective states. Communication may be intentional
or unintentional, it may involve conventional or unconventional signals, may
take linguistic or non-linguistic forms, and may occur through spoken or other
modes.” On the other hand, in simple words, communication is the exchange of
ideas, opinions and information through written or spoken words, symbols or


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13. http://www.beyondintractability.org/essay/negotiation/
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