TRƯỜNG ĐẠI HỌC THƯƠNG MẠI

HỌC KỲ II NĂM HỌC 2020 – 2021

(Phần dành cho sinh viên)
Bài thi học phần: Nguyên lý giao tiếp tiếng Số báo danh: 05
anh thương mại
Lớp: 2106ENTH3121
Mã số đề thi: 03 Họ và tên: Trịnh Thị Thu Chinh
Ngày thi: 31/05/2021 Số trang: 04
Điểm kết luận:
GV chấm thi 1: …….
………………………......

GV chấm thi 2: …….

………………………......

ANSWERS

Question 1:

a. Communication is the process of sending and receiving information

among people. It is a way of reaching others by transmitting ideas and
thoughts, feeling and values.
To begin transmitting the message, the sender uses some kind of
channel. The channel is the means used to convey the message. Most channels
are either oral or written, but currently visual channels are becoming more
common as technology expands. Oral channels help listeners to deliver the
feedback immediately and quickly to the senders, which results in time-saving.
Oral channels are generally used in organizations when there is a high
likelihood of the message creating anxiety, confusion, or an emotional response
in the audience. This allows the receivers (audience) to get immediate
clarification and explanations, even if the explanation is a simple but direct.
Written channels is useful when transmitting large message, specifically if the

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 message must be delivered to more than a small group of people. Humans are
limited in the amount of data they can absorb at one time, so written channel
will be a useful tool in delivering sufficient and exact message senders want to
say. In many cases, both two channels are used to supplement each other.
Common channels include telephone and a variety of written forms such as
memos, letters and reports. Other channels communicate nonverbal messages
(touch, smell, sight, sound).
In fact, email, instant messaging or cell phones has improved the
effectiveness to communicate among people a lot, however there still existed
unavoided difficulties, typically:
- Email: unsent message/files/attachments, the low security of
information, size restrictions,mistake the receivers’ email address,
network problems,etc.
- Instant messaging: spamming chat, noise, viruses attack, security
problems, problematic system, less effective productivity at work,
etc.
- Cell phones: lost signals, out of battery, lost phones, no access to the
Internet, security restrictions, less personal, no records, could be
inconveniently timed (inconvenient for the receivers), can be hard to
terminate, possibility of misunderstanding ( due to noise and
technical problems), telephone tag, etc.

From above difficulties people may get via some common channels,
we’re aware of the importance of face-to-face communication clearer. It allows
for a better exchange of information since both speaker and listener are able to
see and interpret body language and facial expressions, since then create
stronger bond among participants and with full participation of everyone
leading to higher productivity and simultaneously enhance trust and credibility.

b. In my opinion, the most common communication barriers people need to

take into consideration are:

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 - Physical barriers: time, place, climate, space, noise, your own
physical form, the background of the documents or by the
appearance,etc.
E.g. In a meeting, an employee are presenting his ideas for new
project but he talks too fast that no one in the room can keep up with
what he’s saying. As a result, no one understands his ideas although
they are realistic and efficient ones.
- Lack of feedback: Feedback mirrors what the sender has sent.
Without feedback, communication is one-way.
E.g. The teacher has finished her lesson but receive no response from
students. This shows students either don’t understand the lesson or
they don’t pay attention to what teacher said.
- Language: Words can be interpreted in more than one way. The
choice of words/ language affects the quality of communication:
linguistic barriers (different languages or vocabulary, variations in
language - accent, dialect) and semantic barriers (we assign a
meaning to a word often because of culture).
E.g. A british tourist arrives to Denmark for his holiday, one day he
get into an elevator and suddenly saw the line “I fart” displayed on
the elevator. He thought it’s a joke but actually in Denmark, “I fart”
just means “In use”.
- Wrong channel: With an inappropriate communication medium,
your message can be distorted so that the intended meaning is
blocked.
E.g. When a boy made a mistake and hurted his friend. A face-to-face
talking to that friend would be a better choice to show the boy’s
sincerety and keep their friendship remained rather than saying sorry
via phone.
- Muddled messages: The sender leaves the receiver unclear about the
intent of the sender. The sender may be confused in his or her
thinking. The message may be little more than a vague idea.

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 E.g. On a newspaper’s advertisement item “Dog for sale. Eat
everything. Especially likes children” . If readers do not read
thoroughly, they can mistake that this dog likes eating children while
in fact, it doesn’t.

Question 2:

a. Request letter
Trinh Thi Thu Chinh
Finance Magnager
TFW Ltd.
28 Green St., Suite 14
Upstate, NY 10947

May 31, 2021

Ms. Margaret Edwards

Bamelli Ltd.
48 Stanstead Road
London SE27 1HF

Re: Overdue Account - Reminder

Dear Ms. Margaret,

This is a friendly reminder that your account is now overdue. According to our
records, the amount of $5500 is now 7 days past due. In case the invoice wasn’t
received, a copy is attached.
Here’s a summary of your account:
Invoice Number: #10237
Invoice Date: April 24, 2021
Amount Due: $5500
Due Date: May 24, 2021

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 Please send payment via check to the address listed above. Or you can pay by
credit card through our website at www.tfwltd.com.
As previously discussed, our payment terms are 30 days from the date of issue.
Late payments are charged 3 percent per month overdue.
We appreciate your attention to this matter and look forward to working with
you in the future.

Yours sincerely,
Trinh Thi Thu Chinh
📎Invoice Copy: https://tfwonlineinvoice.com:8443/eInvoicing/SignIn.jsp
b. Case study
1. The communication error which the owner of Acme Electric had made is
that she formatted and organised the information poorly.
The first mistake she had made is that she did not notice to the length of
the proposal. 120 pages is too much for a proposal which led to the irritation
for the readers, they were likely to skim or skip sections. No one likes to
read that much long proposal, 9-19 pages is ideal for a proposal. The poor
organisation is illustrated at the way the owner divided the content of the
proposal: she focused surpassingly on the mathematical theory and
engineering design (87 pagges) while the most important issue - the
company’s new assembly – were displayed sparingly (32 pages). As a
substitute for showing the manufacturers the new assembly’s key points, the
owner just gave some stastics of test results in comparison the new and
present assembly and a poorly drawn graph showing how cost-saving the
new assembly was. The test results just pointed the appearance of numbers
which did not prove realistically for the true efficiency of the product. That
the graph was drawn poorly showed the unprofessionalism and carelessness
of the presenter.
2. The incurred costs are the manufacturers could not understand the real
value of the new assembly and rejected the proposal; after 6 months, the
company filed for bankruptcy.

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 3. The recommended solutions are shortening the length of the proposal,
the owner should cut 120 pages to 10-19 pages. The right length will obtain
a plus point to investors. In the proposal, the mathematical theory and
engineering design need to be showned briefly and focus more on the
superior features of the new assembly. In place of giving stastics of
comparison, the owner should point out clearly which new features will help
the manufacturers saving the production cost and and increase the
productivity more efficiently. Seeing the benefits from the new assembly,
the investors will pay more attention to the product and decide to invest or
not. Furthermore, the owner need to rebuild carefully the graph showed how
much the dollar savings would be. This will add proof for the superiority of
the product and the professionalism of the company.

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