Hardworking; Having good outlining; having clear ideas; Some mistakes. 8m.

University of Economics Ho Chi Minh City

Class: Business English
Date: August 22th, 2021

GROUP DISCUSSION REPORT

Group 1
Venue: Meeting online on google meet, Time: 8:00 AM
UNIT 1: COMMUNICATION
Present:
No. Full name
1 Đặng Lê Quang Duy Group Leader
2 Trịnh Thị Hồng Chuyên Secretary
3 Nguyễn Tiến Đạt Member
4 Nguyễn Thị Hảo Member
5 Nguyễn Thị Bích Hiền Member
6 Phan Quốc Hồ Member
7 Nguyễn Đăng Khoa Member
8 Trương Thị Kim Ngân Member
9 Đỗ Thị Trâm Nhung Member
10 Đặng Thị Phương Member
11 Nguyễn Phú Quí Member
12 Đỗ Ngọc Lan Vi Member

CONTENTS
I. UNIT VOCABULARY:
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1. Manufacturer (n): nhà sản xuất
2. Distributor (n): nhà phân phối
3. State-of-the-art (adj): hiện đại nhất
4. Executive toys: đồ chơi tiêu khiển
5. Incident (n/adj): sự cố/ có thể xảy ra
6. Priority (n): sự ưu tiên
7. Functional (adj): chức năng
8. Publicity (n): công khai
9. Impact (v): tác động
10. Explode (v): nổ tung
11. Rapidly (adv): liên tục
12. Arise (v): phát sinh
13. Concerning something: liên quan đến gì đó
14. Insufficient (adj): không đủ
15. Remedy v): khắc phục
16. Public (n): công chúng
17. Unfortunately (adv): không may
18. Articulate (v): Rõ ràng
19. Focused (adj): Tập trung
20. Reserved (adj): kín đáo
21. Coherent (adj): mạch lạc
22. Hesitant (adj): do dự
23. Responsive (adj): phản hồi nhanh
24. Eloquent (adj): hùng biện
25. Inhibited (adj): ức chế
26. Sensitive (adj): nhạy cảm

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 27. Extrovert (adj/n): hướng ngoại, rụt rè
28. Persuasive (adj): Thuyết phục
29. Succinct (adj): cô đọng, ngắn gọn
30. Fluent (adj): Trôi chảy
31. Rambling (adj): Lang mang
32. Vague (adj): Mơ hồ
II. CASE STUDY p.12
1. Background:
Company W.C. Hooper Inc. (WCH)
Activity Manufacturer and distributor of hi-tech electronic products
Based in US, Seatle , Washington
CEO William Hooper
Key Problem Internal and external communication problems impacting
performance.
Product defect - Cell phone became very hot after being recharged and about
and key- to explode.
related issues - The complaints weren’t informed to either Marketing or
R&D Departments about the fault.
- The phone was withdrawn after a number of similar
complaints.
Lawrence - Richard Lawrence, one of WC H's best and oldest customers
Discount - Lawrence told Hooper that he'd probably be placing an order
Stores for 5,000 EX-120.
- Hooper passed on this information by phone to the Sales
Manager.
- Lawrence complained to Hooper, who asked the Sales
Manager why he hadn't given priority.
- The sales manager said he was waiting for confirmation.

2. Task:
Consultants' Agree Disagree Reasons
recommendations
Internal x - Providing information for the Board
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communications of Directors to get the picture right
away.
- Cross-function should be worked
collaboratively to update the official
information. This is an effective
method to avoid miscommunication
when information transfer.
- Receive timely information to make
business decisions, build and
maintain good relationships with
customers.
- Come up with a more effective
business strategy.
- Key accounts contribute greatly to
the company's profits as well as the
development of the company. As a
result, It is very important to ensure
that customers are always prioritized,
especially old customers and loyal
customers of the company.
Sales reps/Head x - Using this method will help transfer
Office information to other departments
faster and easier.
Customer Services x - Finding and fixing it when products
Department have any problems, and sharing the
information to other related
departments so as to help them get
the latest update, especially when
some issues have strong
consequences to the customers.
- Any issue relating to health and
safety must be dealt with
immediately.
- Receiving complaints from
customers, looking into it, finding
the solution, and improving the
product.
- It is necessary to determine the cause
of the defective product in order to
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 absolutely solve the problem
together. Because it may be due to
design errors, shipping errors, user
errors, etc. At the same time, this
will remedy the problem, improve
the quality of the product. All
departments in the company
understand the product well and lead
to a significant rise in company
performance.

For more ideas:

1. Internal communications
Meetings should be held weekly to handle internal communication
problems.

2. Sales reps/ Head Office

- A daily report is necessary and should have a sample form to
categorize information for better efficiency.
- If each salesperson uses the device to send information, the amount
of information is too much, it is necessary to build a department to
filter the information.

3. Customer Services Department

- Need to have an action plan for different types of complaints.
- All customers' complaints need to be received by the relevant
department for a proper solution.
- Make a survey to get an evaluation from customers after the
company’s product or customer services department had attended to
the complaint.

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3. Writing
To: Head of Ward Associates
From: CommunicationsDirector@WCH.com
Subject: Recommendations=> Communications problems

Dear Team,

Regarding your proposal in the report on communication email the

director would like to discuss your recommended information as
below:

Firstly, on internal communication, weekly reports from heads of

department that all information should be closely connected and
flexible.
However, the director will approve the Sales and Head office to
advise all sales representatives to use the device which will be under
the charge of the head of the department.

Following the lengthy discussion from the CS team, the director has
decided to recommend a new procedure for dealing with product
complaints and all customers complaints need to be handled by the
CS team with a survey form and all complaints will now be
systematically forwarded to the Marketing, R&D and PR
departments.

Thank you for undertaking your report and most of your

recommendations have been approved.

Please let me know if you need more information.

Best Regards,

Betty Friedman
Communications Director
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W.C. Hooper Inc. (WCH)

This discussion comes to the end at 20.00 PM on the same day.

Group leader Secretary

Đặng Lê Quang Duy Trịnh Thị Hồng Chuyên

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