“NATIONAL ECONOMICS UNIVERSITY

SCHOOL OF ADVANCED EDUCATION PROGRAM”

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GROUP REPORT
Inspire Boutique Fitness and Vietjet Air

Name: Nguyen Phuong Anh – 11200240

Luong Yen Nhi – 11206439
Phung Thanh Phong – 11206520
Dang Thanh Thuy – 11203895
Class: Advanced Accounting 62
Course name: Business Communication

Hà Nội, 2023
Table of Contents
I. Problem 1: Inspire Boutique Fitness.......................................................................3
1. Company background..........................................................................................3
2. Discriptions of the situation.................................................................................3
3. Reasons to choose this situation...........................................................................4
4. Analyze the situation based in the course............................................................5
5. Consequences of this situation.............................................................................6
6. Suggestions..........................................................................................................6
II. Problem 2: Vietjet Aviation Joint Stock Company.................................................7
1. Company background..........................................................................................7
2. Discriptions of the situation.................................................................................7
3. Reasons to choose this situation...........................................................................8
4. Analyze the situation based in the course............................................................9
5. Consequences of this situation.............................................................................9
6. Suggestions........................................................................................................10
I. Problem 1: Inspire Boutique Fitness
1. Company background
Inspire Boutique Fitness is a gym chain for women founded by Ceo & Co.
founder Hana Giang Anh in 2017. With a passion for health care and spiritual
life for women, Inspire company brings a modern exercise style, and healthy
lifestyle and contributes to improving the health of people. Besides, Inspire
Boutique Fitness is not only a workout destination, the staff and coaches also
take care of spiritual health care for members anytime. Over a 6-year period,
Inspire Boutique Fitness has grown to 150 employees, including 50
experienced full-time trainers who are dedicated to their customers. Up to
now, Inspire Boutique Fitness currently has 6 locations in Ho Chi Minh City
and Hanoi. When it comes to Inspire is committed to bringing high-quality
services with teams of enthusiastic managers and coaches, and many
attractive exercises with the various coaching classes: The group class, The
private class 1-1, The nutritious service.
Moreover, Inspire Boutique Fitness also welcomes counterparts to
franchise Inspire Boutique Fitness's gym systems in all provinces. The
management team of Inspire Boutique Fitness focuses on building equality in
the system as well as providing happiness for the employees. Therefore, the
Inspire company organizes weekly training and quality checks, and
establishes a tight apparatus with a transparent reward and promotion
mechanism.
2. Discriptions of the situation
On 17 January, 2023, an employee of Inspire Boutique Fitness company
posted on social networks on famous groups complaining that Inspire
company started to delay employees' salaries from about mid-2022. This
employee said that when she contacted to ask for her salary, the Ceo & Co.
founder of Inspire company- Hana Giang Anh did not answer immediately or
answered that the company's situation was difficult. After failing to find an
agreement on the problem of salary, this employee posted this story, and it
attracted a lot of attention from Internet users about Inspire's company's
actions in violation of late payment of salaries and other unreasonable ways
of self-deducting salaries. According to this employee, during the time of
salary delay, the Inspire company also did not have any official announcement
or meeting on those problems. After information that affected the honor of the
company, Hana Giang Anh Ceo & Co.founder finally spoke up about the
responses to the information given by the employee that she had paid the
employee’s full salary before the date of that post. Although the Ceo of
Inspire company gave some excuses for the delayed payment of salaries due
to the company's difficult finances, her post quickly received many comments
with opposite opinions about delaying salary payment. In addition, Hana
 Giang Anh explained that the operating costs are quite large, personal income
cannot be compensated. Finally, to put a stop to the public's gossip, Hana
Giang Anh completed the december salary for most of her employees in the
company. Especially, when reading the post of an employee who accused the
company of delaying salaries, Hana Giang Anh apologized to that employee
and took responsibility for herself, and then she also did not blame anyone
even if they hated or annoyed her.

Figure 1: Staff's post about IBF's incident (Source:Facebook)

Figure 2: Evidence of the incident (Source: Facebook)

3. Reasons to choose this situation

There are many problems that exist in business communication in
companies, but in Inspire Boutique Fitness company's case, internal
communication is the obvious problem in this situation. Therefore, the
problems of internal communication should play an essential role in any
 business, the sharing of information about the company between manager and
employees helps them keep informed, which will have a good balance
between employees’ efficiency at work and a good reputation for the
company. However, if managers and employees lose connection with each
other, they may not understand their colleagues due to a lack of
communication, which will create a bad consequence and adversely affect the
image of the company. Besides, Inspire Boutique Fitness company is founded
by the famous influencer- Hana Giang Anh, so the actions of this CEO are
very important to the company's reputation. Therefore, building and following
a strict management apparatus are essential in particular for Inspire company
as well as in general with newly established companies to avoid risks of
negative impact on the company. Our team believes that this is a real case for
many people especially those who intend to start their company, so they need
to learn from this experience to build a good company profile in the future.
4. Analyze the situation based in the course
The lack of transparency in financial concerns and the business's true
situation: Troubles rose up when one turned into many months with no salary
paid to any of the workers. They first reached their direct supervisor to inquire
individually, then the HR department and as they later found out they were
not the only victims, some of them stood up and asked the bosses, which are
Hana and her husband. Their initial answers were promises prior to aggressive
attitudes and behaviors. The main cause of the case's occurrence, as well as
what made it worse, was this. In particular, the proprietor of the company had
an invasive approach when employees questioned the business' financial
status, which in the past resulted in unpaid wages for the workers. Aggressive
behavior increases as a result of repeated offenses to the entire staff. The exact
source of the company's funds remains unknown, as are the remedies to the
problem, creating staff uncertainty and discontent. There are many indicating
that Hana took advantage of her position in the business and abused the cash
flow for her personal benefits.
Poor management ability: Company owners fail to manage the company's
capital as effectively as make business implementations, resulting in business
losses and inadequate cash flow to satisfy the company's expenditure
demands. Their failure also appears in the human resources management;
there is no denying that even with the pecuniary issues, the situation could
have been dealt much simpler, more effective and absolutely less
controversies if only the managing method was utilized better.
Personality flaws and unprofessional behaviors: There are two biggest
troubles exemplifying this. First comes the unpaid salaries with no
explanation at all, and then the requested internal meeting for discussion and
explanation, which came to no end as the firm owner announced the dismissal
 of all employees who had previously spoken up right before the G-hour,
despite the fact that it was they who had first decided to hold a meeting of the
whole company. Instead of finding a solution internally, the owner exhibited a
reckless, uncooperative, and flippant attitude. If the accuracy led to the
employees’ anger, this one would be the one that caused them to publicize it.
The responsible still did not take measures to pay the staff's unpaid paychecks
after that. (Hana announced publicly on her social media that she already did,
yet the workers raised their voice and claimed they received nothing.)
5. Consequences of this situation
The original post had gained thousands of reactions, comments and shares
and went viral in a short amount of time. The suddenly increased amount of
negativity caused the post to be deleted by Facebook. Any reposts on the
Internet recorded a huge amount of people sharing and commenting, some
may even be converted into more than ten thousand hits. Generally, there
were only negative comments on Hana’s behavior.
Hana as well as the business’s social media accounts received a toll of
negative reactions, causing her to restrict the comment section and delete
some of the posts that gained the most negativity.
Many employees and headhunter or human resources specialists followed
and noted this scandal of the business, adversely ruining its reputation on the
job market.

Figure 3: A repost that gained more than two thousand reactions (Source: Facebook)
6. Suggestions
Keep open lines of communication with employees on the company's
financial situation and financial problems: They normally do not inquire, but
when they do, there should be proper response from the bosses. Firstly, they
show the necessary respect for the workers, and secondly, they define whether
the company culture is professional, and hence whether people should devote
themselves to such a business.
Attitudes towards formal and professional communication in the
workplace: Information accuracy and inappropriate behaviors can easily lead
to misunderstanding, consequently anger and the further it goes, the harder it
becomes for the problem to be solved. And even if it may be solved, the
consequences are irreversible.
Bring no personal sentiments or external concerns into the workplace:
Hana’s personal matter mentioned at some point during the story somewhat
added fuel to the fire as it caused negative rumors and else, which led the
situation further to which insiders can neither control nor deal.
Be direct, on-point, don't sidestep issues, and avoid arguing angrily while
speaking with staff: In many places, especially in Vietnam business
environment, it is ordinary that people make their choice of reaction
(forgiving, fine issuing, etc) depending on the attitude and behavior of the
rooting person. There is a very high chance the employee would have given
Hana some time or even financial support only if she behaved more
respectively.

II. Problem 2: Vietjet Aviation Joint Stock Company

1. Company background
Vietjet Aviation Joint Stock Company is Vietnam's first private airline
established in 2007, and the company is known as Vietjet Air or Vietjet.
Vietjet Air operates under a new generation airline model with low cost,
friendly environment and has a variety of services to customers. Besides,
Vietjet not only supplies air transportation but also provides the consumption
needs of goods and services to customers through modern e-commerce
technology applications. Up to now, Vietjet is operating a network of routes
covering lots of destinations in Vietnam and more than 30 destinations in the
world such as Singapore, Korea, China, Japan,... with more than 400 flights
per day.
VietJet Air is operated with vision to become a multi-national aviation
group with a route network covering the entire region and the world,
providing and developing not only aviation services but also consumption
products on the e-commerce platform and being a favourite and trusted brand
name.
2. Discriptions of the situation
The incident happened in two consecutive days (from June 14 to June 15),
many flights of Vietjet on domestic routes were suddenly delayed or canceled.
From the evening of June 14, many passengers on Vietjet's planes expressed
their frustration when there were many delayed flights that lasted at many
airports. According to Vietjet's notice sent to Noi Bai Airport, the reason for
flight cancellations or delays is due to lack of crew. On social networks, air
ticket agents also posted warnings about Vietjet Air delaying and canceling
chain flights without email notification to passengers.
On June 19, 2022, many passengers of VietJet Air at the Da Nang airport
were extremely angry to protest against the change and cancellation of flights
without prior notice. When the customer protested, Vietjet staff informed
customers of many different reasons, and they forced customers to change to
another plan such as flying back to Hanoi or waiting until the next day to fly
to Hai Phong. After having a bad experience of the flight delay, most of the
passengers were frustrated because of Vietjet's unprofessional resolution of
working. After a while, Vietjet Danang received a lot of complaints from
customers about this flight delay, an employee of VietJet Air in Da Nang
explained that the cancellation or change occurred because the plane's engine
was damaged so they could not notify customers early. Despite giving many
explanations about the flight delay, many passengers still feel dissatisfied
about this irresponsible solution of Vietjet. When this situation was posted on
social networking sites, many people said that this is not the first time Vietjet
Air has delayed or canceled flights.

Figure 4: Customer's post about disappointment (Source:Facebook)

3. Reasons to choose this situation
A major problem that makes businesses unprofessional is ineffective
communication between employees and customers. Especially in the aviation
industry, communication is paramount and needs to be improved day by day.
Late updating information about changes of delayed flights, misunderstanding
about changes will adversely affect the quality and efficiency of operations,
thereby adversely affecting the image with customers as well as the reputation
of the airline.
The company has many achievements and a strong foothold in the hearts
of customers, the increasingly professional service and improvement of
communication weaknesses will help the company grow more and more in
the future.
4. Analyze the situation based in the course
Verbal communication between staff and customers: this is an External
Communication problem, the announcement of flight changes in time and
destinations through loudspeaker or direct speech between staff and
customers was not clearly expressed, only one staff member explained to
hundreds of customers when it happened a long time ago.
Written communication: The flight information will be displayed and
notified via the customer's phone, but the customer does not receive any
information when the incident occurs, and then there is no explanation via
messages to customers.
The 3x3 writing process: Prewriting: not anticipate the customer's reaction
when receiving the notification. Analyze: staff responded disrespectfully and
irresponsibly, giving unreasonable explanations. Anticipate: The airline
should have reasonable rules for giving notice of delay, and should give
explanations and feedback as soon as the incident occurs. Adapt: Customers
want to capture the fastest and most accurate information for preparation, not
explanations. Revising: The company needs to solve the most important
problem, which is to provide the fastest and most accurate information, and
have a professional team ready to answer customer questions.
5. Consequences of this situation
Loss of customers’trust: Vietjet Air has suffered great consequences after
this incident. On online forums, customers who have used the airline's
services have written a series of comments expressing their disappointment
and loss of confidence in the company. Many people said they boycott and
will never use the service of this company again. It can be seen that this has
left bad marks in the hearts of customers and it is difficult to save their trust.
 Figure 5: Customers' comment about the displeasure (Source: Facebook)

Bad reputation: A series of online newspapers have simultaneously

reported on this incident, which means that many people know about this
weakness of VietJet Air. Many people say that they would rather use the
services of more advanced but prestigious airlines than use the services of
VietJet Air - a low-cost airline that comes with service quality that is
considered disappointing. Expected by many passengers. Running an airline
is extremely difficult, letting the company's reputation suffer is an even bigger
problem and extremely difficult to solve.

Figure 6: News articles about the incident

6. Suggestions
After this situation, the biggest thing that VietJet Air needs to change is to
improve the quality of communication in the business both verbally and in
writing. This is extremely important at the core of communication, especially
with a job that requires a lot of communication like aviation. Improving this
will help increase efficiency when communicating important information
between employees and customers, in order to avoid unnecessary
misunderstandings between the two parties.
At the same time, the company should ensure that the message always
gives concise, clear and accurate information when encoding messages to
customers. The more concise and clear the information, the more effective the
communication will be. This helps to avoid misunderstandings, delayed
 information capture, affecting customers' personal work, especially in the
aviation industry.
Finally, when explaining to customers about anything, especially about
misunderstandings and disputes that exist between two parties, employees
need to show respect and responsibility for the information given to
customers. row. This is extremely important in the service industry in general
and aviation in particular. If the customer does not feel respected, no matter
how good the service is, it will not be trusted. At the same time, when
receiving any bad information, the company should not avoid or make
unreasonable explanations, leading to more serious consequences.

REFERENCES
V.Quan & H.Yen (2022), Hành khách bức xúc khi Vietjet Air hoãn, hủy chuyến bay
mà không thông báo. https://tieudung.kinhtedothi.vn/bao-ve-ntd/hanh-khach-buc-
xuc-khi-vietjet-air-hoan-huy-chuyen-bay-ma-khong-thong-bao
H.Tan (2022), Post https://www.facebook.com/photo/?
fbid=211020398342878&set=gm.3041594126150526&idorvanity=194431232921
2050
P.Thao (2022), Vietjet giải quyết mọi việc cồng kềnh mất thời gian.
https://www.facebook.com/thaophuong.vo.5/posts/pfbid0i7yPtRTgDpey3hhXg2ycE
iDrM2hsWt6wmPdZy2UfNbrMBiiEyE4TPoLfd8Y3Yxw5l
K.Que (2022), BÀI PHỐT FITNESS INFLUENCER HANA GIANG ANH – CEO
PHÒNG GYM INSPIRE BOUTIQUE FITNESS.
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