An investigation into the need to develop writing skill in sales at amaccao concrete plant

DECLARATION

I hereby, certify the thesis entitled “ An investigation into the need to develop
writing skill in Sales at Amaccao Concrete Plant” is the result of my own research
for the Bachelor Degree of Business English at Thuongmai University, Hanoi. The
thesis has not been submitted for any degree at any other universities or institutions. I
agree that the origin of my paper deposited in the library can be accessible for the
purposes of study and research.

April, 2018
Huyen
Dao Thi Ngoc Huyen

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ABSTRACT

Writing is a form of art and an integral part of language learning. It always plays
an important role in daily life as well as learning and business. Writing, like speaking,
is a fundamental form of communication, on which future job opportunities and career
advancement will depend. A strong economy with business growth and job
development needs well-educated employees, and one of the components of a good
education is the mastery of strong writing and communication skills. The purpose of
the study is to examine the reality of writing skill in Sales at Amaccao Concrete Plant.
Moreover, the aim of researching and suggesting some methods is to raise members’
knowledge about the importance of practicing writing skill in English.
To answer the questions of the study, the researcher adopted the experimental
approach. All members in Sales are the subjects of this investigation especially the
study distinguishes the proficiency in writing between normal staff and managerial

position. The research indicates that there are statistically significant differences at the
level on English writing skill among members in this department.
Based on those findings, the study recommended the necessity of implementing
programs for people who have low English level to bring about better outcomes in
employees' writing skill of the English language. It was also suggested that further
researches should be conducted related to other skills of writing.

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ACKNOWLEDGEMENTS

Throughout my research journey, I have received invaluable assistance from my
supervisor, friends, colleagues and family. The thesis would have been impossible
without their support, encouragement and suggestions. They have provided me with
not only their expertise but also consideration throughout the research journey. I also
owe my colleagues and friends special thanks for their sharing and understanding of
research life.
Moreover, I would like to express my gratitude towards teachers at English
Department especially my supervisor Mrs. Duong Thi Hong Tham for her
encouragement and guidance through this thesis. She has inspired me to become
confident in myself as a researcher. I also would like to thank the Sales members at
ACP for their advice, expertise and time.

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LIST OF ABBREVIATIONS

Abbreviation
ACP
No
CS staff
CC

Meaning
Amaccao Concrete Plant
Number
Customer Service staff
Carbon Copy

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LIST OF TABLES AND FIGURES

Table 1.5: General information and English levels in Sales.
Table 3.2.1: The most difficult document when utilizing writing skill in daily
tasks.
Bar chart 3.2.1: Mistakes made when contacting customers in written language.
Pie chart 3.2.1: The frequency of mistakes regarding syntax made.
Pie chart 3.2.2: The main difficulties in writing skill in English in Sales at ACP
Pie chart 3.2.3: Staffs’ studying plan.
Table 3.2.3: Reasons for not studying at an English course.
Table 3.2.4: The effect of writing skill on the turnover in Sales.
Table appendix 1: Questions for the post-survey.
Table appendix 2: Questions for the interview guide for the participants.

Image appendix 3: Example of popular grammar mistakes in writing skill in Sales at
ACP.

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TABLE OF CONTENTS

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CHAPTER 1: OVERVIEW OF THE STUDY

1.1.

Rationale
English plays an essential role in our society for two fundamental reasons. On

the one hand, reality has shown that English is the second most widely spoken
language all over the world. On the other hand, English not only serves as a means of
communication, but also brings people from distinct skin color, region or social status
closer together. It is associated with our daily life, especially in a growing speed at
present, Vietnam has become an appealing destination for businesses and attracted a
huge amount of foreign direct investment, followed by a rising demand of English
learners. General English includes four skills: foreign listening, speaking, reading and
writing. All of which are indispensable and cannot be separated. Regarding business,
especially at Amaccao's sales department, writing skill is more important than other
English skills.

During my internship, the researcher was given the valuable advice from
colleagues and found that their writing skill were substandard, especially when
exchanging emails as well as in quotes and matching. There are still some errors in
grammar, vocabulary, spelling, etc. As a result the thesis will be like a miniature picture
to have a more objective look and recognize the importance of business writing skill in
Sales at ACP.
1.2.

Previous studies
Nowadays, English is very popular at different ages. There are four skills:

listening, speaking, reading and writing. They are so important in our life because
Vietnam is developing significantly. All sectors in our country are attracting investment
from foreign investors. Therefore, apart from Vietnamese, the second language is very
essential. It is a way of linking people together. To connect conveniently, speaking and
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writing skill are concentrated on so much. People can communicate either by speaking
or by writing through email, message, comment on facebook, etc. However, in this
research, the author wants to focus on the studies that related to writing skill. In the
world, there are a lot of researches related to this skill especially in European countries,
America and Asia countries.
Rosenbluth and Michael Reed (2002): They had a study on English writing skill
in a enterprise. It is a real estate firm in France. These researchers proceeded an
investigation in Sales of this company. In Sales department, there are ten people who
have various English levels and are from different countries such as France, China,
Japan, Korea, etc. It is well-known that the French, the Chinese or the Japanese utilize
English not well. According to a report in November, the French has the poorest level
of English in European Community. They are not good at both four English skills:

speaking, writing, reading and listening. However, it is a fact that the French always try
to improve English every day. In this study, Rosenbluth and Michael Reed divided into
two groups: group 1 consists of 4 members who have better English ability than other
groups, group 2 includes 6 members who do not have good English skill. Manager and
vice manager in Sales belong to group 1. They graduated from well-known universities
such as Paris Diderot - Paris 7 University, Paris-Sud University, etc. They are good at
four English skills especially when contacting customers via email or on phone, they
rarely make mistake. In group 2, members are not good at English who make grammar
mistakes regularly. The author applied quantitative method only in this paper. All data
are collected through some questions that members in Sales here have to answers such
as “Do you make a mistake in writing?”, “How do you feel writing skill in English?”
“Which is the greatest problem when contacting client by writing?”, etc. Data was
analyzed and not calculated and tabulated. Because Rosenbluth worked at here nearly 5
months, he had objective and subjective view

about the reality of using English in

Sales. However, Michael Reed did not chance to work here, he described not deeply all
aspects. A total of 20 documents related to exchange between salesperson and customer
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on September 2001 by writing. They were gathered by the authors based on daily
transaction that he observed during working time.
Charles_Bazerman (2008)– in his study described deeply the reality of using
writing skill in English in a business that specializes in construction field. It is a big
scope which are nearly 50 people, including both employees and managers. Through
this research, the readers see clearly study’s purposes, the author wants to point out the
problem related to writing skill in his subject. He also recommended some solutions to
improve their writing skill. The population of the study included 35 staff in all

departments and 15 people in management division. In this business, there are five
main departments, they are accounting, personnel, planning, material, architecture
department, in each department, employees have a variety of English levels.
Correspondingly, the author had to spend three months observing and investigating.
Because scope of this study is so wide, conducting a thorough research is not a simple
task. The author divided researched targets into 2 groups: the graduated from
Linguistics Faculty and the graduated from other faculties. Surprisingly, the results
show that the graduated from Linguistics Faculty make more mistakes in writing than
the others, which is hard to believe. In addition, collected data showed lack of use of
progress writing skill because there was a lack of skills related to organization and
revision in the writing process. The study also suggested some solutions for the
problem such as organizing an advanced English course, inviting specialists to share 23 nights/week, utilizing available sources (e-learning, read books and documents in
English, organizing some lessons to share about learning English experience, etc.). The
results of the research illustrated a remarkable improvement in English writing skill for
staff and employers.
In the study “ Improving writing skills in Customer Service department at Shang
Zheng Logistics Co., Ltd ” Huang (2009) cited in Huang (2010) concentrated on the
ways to enhance writing skill in an accounting department of a logistics company in
China. Chinese people use English quite bad, they always want to use their language
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only. However, logistics is a type of business that has to connect between multiple
parties and multiple countries. From there, it requires the CS staff have knowledge both
in their mother tongue and in other languages, concrete language here is English.
Moreover, because English is regarded as a second language in the world, most people
communicate by its language and the researcher also wanted to stress the importance of
English. The task of a CS employee is so diverse. They have to create booking
according to customer request and most foreign clients use English to order booking.
CS staff have to understand their request to release booking. Besides, they also need

follow the feeder and mother vessel schedule, when having any change they have to
contact via email in English to solve problem if any. Actually, CS staff avoid
misunderstandings, they need understand deeply to response and exchange effectively
with clients especially potential one. According to the author's study, there are five staff
and one manager in this department. They feel that it is difficult to work with foreign
partners because they often make some special grammatical errors in English.
For example:
Client: I want you to check debit note and handle it asap which I sent yesterday.
CS staff: I receive it yesterday and I replied your email at once”.
Misunderstanding happened regularly here due to the using of vocabulary,
grammar, etc. Furthermore, in this example "asap" stands for “as soon as possible”, it is
amazing and difficult to understand deeply the its meaning. Sometimes, it makes the
receiver confused. Although their English is quite good, acronyms are not
recommended constantly. The main purpose of this study is to evaluate the status of
English writing skill here, find out the difficulties that they are facing and suggest some
solutions. Descriptive qualitative method is used when carrying out the study. The
primary data was collected by personal interviews daily. However, these interviews
happened when all members were not too busy because logistics field requires high
concentration. If you make a mistake about the figures or destinations you will be in
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charge of it so big. In collecting data, the writer took the following steps: observing and
checking the emails (email only error), gathering and classifying the errors in these
emails, etc. At the weekends, manager and all staff discuss or review the weekly
working and their difficulties. The researcher holds the small interviews to survey and
ask them some questions that related to writing skill. They check, review all mistakes
that consist of grammar, spelling, content, etc. After that, they experienced together and
avoid repeating those mistakes. In analyzing the data, the writer identified the
particular grammar error and contextual types, vocabulary mistakes, spelling, etc. All

these mistakes were classified carefully and clearly. In addition, classified data obtain
precise result about the reasons of making mistakes in writing in English.
1.3.

Aims of the study
Sales professionals are particularly skilled at using the written language to

persuade customers to purchase the company’s products and services or at least pay
attention to its advertisements. However, most people in the business world finds it
necessary to persuade someone else to take an action based on written material they
have sent. Therefore, this study is made with the main purposes as follows:
o
o
o
o

To investigate and analyze the reality of writing skill in Sales.
To present the main difficulties when contacting clients by means of writing.
To point out the reasons for staffs’ poor writing.
To improve writing skill in English by giving some solutions and suggestions.
They also mean that the study will answer the following questions:

o
o
o
o

What is the reality of writing skill in Sales?
What are the difficulties in writing skill in Sales at Amaccao Concrete Plant?
What are the reasons for staffs’ poor writing?

Which solution does improve writing skill in English in Sales at Amaccao
Concrete Plant?

1.4.

Research subjects

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There are many kinds of business writing methods and styles that have influence
on companies, corporations, governments, and institutions communicate with each
other and share information. ACP specializes in construction field with abundant
clients that include both Vietnamese and foreign customers. For Vietnamese, it is not
difficult to communicate and negotiate because of the same culture and language. For
foreign ones, sometimes, it is difficult for Salesperson. They might be surprised to
learn that the various types of business writing such as: emails, letters, memos and
formal invitations are of relatively similar style.
The population of this investigation consists of twelve members in Sales. They
include the manager, vice/ deputy manager and all sales staff, especially they are also
the author’s colleagues who help a lot. The researcher joined in Sales as an intern from
January to present. It is about four months, during which time the author made
conversation and made the acquaintance with daily tasks. The selection of participants
is mainly based on the real relationship between them and the researcher. The criteria
used to choose the qualified subjects are their formal education. They graduated from
other different universities and majors. However, they have the passion for Sales. They
always make an effort to get the highest turnover. In this working environment, English
is an essential factor, because the main customer is foreign, it requires that all members
have English ability. The study is conducted only in Sales at ACP generally. To be
more specific, contracts, emails and price quotations will be mentioned and taken into

account. The population’s ages ranged from 27 to 43 years old. They consist of single
and married people. To protect participants’ privacy, the purpose of this investigation
was sought through the communication inside Sales department only before data was
showed and analyzed.

1.5.

Scope of the study
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No

Position

Sex

1
2

Manager
Deputy Manager

Female
Male
Male
(4 people)

3

Staff (10 people)
Female
(6 people)

Degree type
(University degree)
Excellent degree
Good degree
Good degree: 3 staff
Average degree: 1 staff

Excellent degree: 1 staff
Good degree: 3 staff
Average degree: 2 staff

English
Certificate
TOEIC (755)
TOEIC (630)
TOEIC:
>650: 1 staff
No certificate: 3
staff
TOEIC:
>650: 1 staff
500-600: 2 staff
450-500: 3 staff
No certificate: 1
staff

Table 1.5: General information and English levels in Sales.
All staff in Sales that include both manager, vice/ deputy manager and staff are
employing writing skill every day. For them, it is an important and popular skill,
because they usually contact customers or clients through emails in English. However,
there are some errors in emails that are normally happening.
In Sales, Management Division includes the manger and deputy manager. The
manager is female and graduated from Foreign Trade University with Excellent
Degree. Besides, she also has Toeic Certificate with mark 755, her speaking skill is
quite good especially when negotiating and communicating with clients. Nevertheless,
she sometimes makes several grammar mistakes when using emails.
Deputy manager is the man who graduated from an economic university. He is
good at negotiating with customers without support from the interpreter and is quite
good at writing when contacting foreign partners through email. However, he has to go
out and meet potential customers regularly, his writing skill in English does not
improve a lot.
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There are ten sales staff, four of whom are male and the rest are female.
Although the male staff graduated with good certificate, their English ability is not
enough especially in writing skill. There is only one man who has Toeic Certificate
(>650). Their difficulty is grammar especially in tenses. They do not know how to use
English tenses.
As for the female group, their English level in general is better than the male
one. At work, they cannot perform as efficiently as men, but in learning English, they
are more hard- working. Every day after work, they spend 2 hours going to English
center to learn. Correspondingly, English ability has been improved significantly.
However, because they mainly take part in communication course, writing skill is not
focused on much enough.
1.6. Research methodology

1.6.1. Introduction
This study will help readers understand more clearly about the importance of
writing skill in business and especially in Sales at Amaccao Concrete Plant. This part
deals with the methodology, design and procedure of the investigation. It introduces the
research hypothesis, the methods being used and the data analysis procedures.
1.6.2. Research hypothesis
Firstly, the researcher starts to investigate all members in Sales. They come from
the different levels of English. Then, supposing that these individuals make some
mistakes when contacting clients through writing tools every day, the author tries to
answer why they make those mistakes? The researcher also attempts to look for the
ways to improve its status.
1.6.3. Method of data collection
As the researcher mentioned in the previous parts, the subject of this
investigation is all members in Sales only. Therefore, the data comes from this main
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population, through contacting and observing the daily jobs, the author had opportunity
to interact, practice with some documents using writing skill. They are economic
contracts, price quotations, or memos, emails, etc. However, because the author is
working as an intern, her job is also partly different from co-workers’. Daily work
requires many skills, so the author had to practice and try more and more to meet the
job requirement.
Every day, making some mistakes in job is inevitable, nevertheless, they are also
valuable experiences during the internship. Because the researcher is an intern only,
this study analyses things that she approaches and works on.
As mentioned above, the investigation attempts to prove the importance of
writing skill in business especially in Sales at ACP, the researcher points out the reality
of using English in this working environment, the difficulties that they have to face in
job, figuring out their English level, regular mistakes in writing and recommend some

solutions. For the purposes of this research, in depth interviews were carried out,
the use of unstructured questionnaire is employed and brought many active results.
Some certain questions were prepared and included in the unstructured questionnaire.
During the study, the researcher shows that qualitative method seems to be the
most suitable methodology. It is applied and brings many active results, the
investigation was conducted with participant observation, practice and contingent
interview as three research instruments. The data and information gained from
interviews will be collected, analyzed and used for reference in making suggestions to
gradually improve writing skill of both management division and staffs here. There is
not only one interview but also many small interviews happen during working process.
Author takes advantage of every breaking time, it may be breakfast before working
time or lunch together and after these small talks, researcher gained much efficient
data. To do this, the author had to attempt to broaden her relationships because making
mistake in business situations is difficult to accept. Contacting in business through is
very popular and important, thus formal meetings play essential role that help firms
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achieve sales target or gain high profit. In the world, English is known as the second
language, everyone uses it to communicate with other people who come from different
countries in life and business. To have effective communication, the involved two
parties have to understand mutually.
One of the main problems is to point out the errors in the Sales department’s
writings because of the fact that almost of them are experienced and have worked in
the Department for years. Checking grammar as well as using uncommon words makes
the researcher feels confused. Sometimes, the straightforward discussion about
linguistic difficulties should be encouraged. Several contract templates, contact
customer emails were also collected and gathered. However, the subjects also know
that their sharing would be collected and analyzed. Correspondingly, none of the data
presented here is prompted or elicited in any way.

The author collected both economic contracts and price quotation, or some daily
emails that are used in English. Apart from foreign clients, domestic customers also
make considerable contribution to the company, the researcher grouped both
Vietnamese and English versions. It is undeniable that when contacting potential
customer, formal texts are employed popularly and essentially. It leads to the cause for
signing a successful contract.

1.6.4. Method of data analysis
Both the qualitative method and quantitative method are employed in the
investigation. However, the qualitative method is used mainly. Through daily
conversations, content analysis was used to analyze the data which collected from
small interviews. This method is the type of study whereby data gathered is categorized
in themes and sub-themes, so as to be comparable. The main advantage of data analysis
through the qualitative method is simple and easy to collect and report. At the same
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time, the author also produces results that may then measured using quantitative
techniques. Furthermore, content analysis enables the researcher to structure the
qualitative data collected in a way that satisfied the accomplishment of research
subjects.
The qualitative data obtained from interviews will be synthesized and
summarized based on the aims of the research which are also specified through the
research questions. The data obtained from the observation will be calculated and
transferred into numerical form. All the answers to close-ended questions will be
analyzed and presented in forms of pie charts and bar charts while the answers for
open-ended questions will be summarized according to the research questions. The
qualitative data obtained from interviews will be synthesized and summarized based on
the aims of the research which are also specified through the research questions.
1.6.5. Research process

Small interviews are happened regularly in Sales because the researcher has to
take advantage of time when all members work at office. However, to obtain the
sufficient and useful data, the author had to prepare carefully. There are three stages as
below:

Stage 1: Preparation
In any Sales, the economic contract becomes a familiar document. It plays an
essential role in any negotiation or business projects, price quotation and emails as
well. In this stage, the researcher had opportunity to look at economic contract of Sales
with clients. They include both domestic customers and foreign customers. Moreover,
material cost is updated in daily working, after updating this change, Salesperson will
amend its change on price quotations and send to related customers. Additionally,
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emails seemed to be the most convenient and easy way to keep contact with potential
customers and regular clients. Email includes both formal and informal form. Writing
skill is identified by many subjects. However, the researcher chooses three subjects to
investigate. These research subjects are very familiar with people, scope of this study is
also narrowed in Sales only. As a result, it is not difficult to make a deep investigation.
After identifying research subjects and scope of study clearly, the author collected
related data, reviewed them and prepared checking tools such as dictionary or google.
Stage 2: Implementation
Firstly, the researcher will observe all emails which are sent by CC in the
researchers’ inbox. Because author is working as an intern, thus emails are sent by CC
strictly. However, sometimes it is a great chance to interact economic contacts and
price quotation. Some contracts, price quotation and typical emails are recorded and
saved in separate document files with the clear names. The researcher implemented
during the internship months here. After collecting five economic contracts, three price
quotation and around seven daily emails in English, the researcher held unstructured

interviews through small talks at Sales department. These interviews happened in order
to point out some mistake including popular and serious errors. All members can
discuss to give the most optimal solutions that will help improve writing skill here.
Because all contracts, price quotation or daily mails can be sent by Vietnamese or
English ability depending the kind of clients. In Sales, there are three people who have
quite good English, thus they will be in charge of related English documents and
foreign clients mainly. It is a fact that when they are absent, other staffs will back up
them and solve all related problems. However, making mistakes in daily emails or
contracts is normal and sometimes it is out of question and difficult to explain for
misunderstanding. The researcher also mentioned and had some discussions about their
difficulty when using English especially in writing. In these discussions, every staff can
share their experience to learn English well or give some comments for people who use
English not well. The researcher always stressed that all discussions, small talks or
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unstructured interviews are not for criticism but for sharing. After that, with the
collected findings, the researcher analyzed and synthesized all the data to find out the
answers for the research questions.
Some considerations about free access and privacy matters should be taken into
account. Although the access of these sites is free, no authentic private information are
published in the examples provided in this study. Private personal information in the
statuses and comments has been modified, but keeping similarities with the original as
a proof of the authenticity of the written words.
Stage 3: Data analysis procedure
The data and email, contract or quotation sample are gathered and classified
carefully. They were used to analyze the popular errors such as grammar, spelling or
vocabulary by the participants. Besides the using of Vietnamese in contract properly,
when translating it into English also needs carefulness. They need to be translated
naturally, using correct grammar and vocabulary. After work, the researcher will come

back home and point out mistakes in these examples. Author spent time reviewing and
checking them. After checking, underlining and highlighting errors. The entire
mistakes collected through observation were grouped with the aim to make the analysis
procedure easier. The results were transcribed into the report, charts, tables and
diagrams.
In this study, the author prepared some research questions and to answer them,
qualitative method was used. The qualitative data was collected based on the reality of
using English in Sales department. Both advantages and disadvantages in improving
writing skill in English. The sharing comes from members in small talks every day.
They can be positive opinions and negative ones. The researcher gathered them,
analyzed them and came to final conclusions.
1.7.

Organization of the study
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This study is structured as followings:
Chapter 1 positions the study by recounting the background of the researcher,
followed by details of the research site. The previous studies, research subjects, scope
of the study, research methodology and the significance of the study are also
introduced.
Chapter 2 reviews the literature relevant to the research problem, commencing
with a discussion of the positioning of writing English in business and point out some
previous researches.
Chapter 3 presents the research findings.
Chapter 4 points out some recommendations and suggestions to enhance writing
skill in Sales at Amaccao Concrete Plant.

CHAPTER 2: LITERATURE REVIEW

OVERVIEW OF RELATED THEORIES

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2.1. Definition of writing
“Writing is a process organizing the idea, opinions, and feelings into written
form. It is a complex activity with the control language both of the sentences level
(grammatical, structure, vocabulary, punctuation, spelling, and later information) and
beyond the sentence rank (organizing and integrating information into cohesive and
coherent paragraph or text)”.
(Barly,Bram. Write Well: Improving Writing Skill.(Yogyakarta: Kanisius, 1995))
According to Nunan (2003):
- Writing are physical and mental act: It is about discovering initiatives, thinking
about how to communicate and develop them into statements, sentences and
paragraphs that will be comprehensible to a reader.
- Writing has aim to express and impress: writers have to choose or select the
most advantageous medium for the writing. Each types has a different level of difficult
which determined by its objectives.
- Writing is a process. It is also a product: the writer creates, plans, writes
various drafts, revises, edits and publishes.
Pincas also states that writing is a way of communicating a message to a reader
for a purpose. The purposes of writing are to express one’s self, to provide information
for one’s reader, to persuade one’s reader, and to create a literary work.
(Pincas, Teaching English Writing : Essential Language teaching Series
(London: The Macmilan Publisher ,Ltd,1998)).
Based on the definitions above, a definition of writing skill can be obtained.
Writing is a productive process done through some stages. First of all, the writer have
to explore and transmit ideas, thought and feeling into written form are also essential

and critical. Next, the writer conducts a number of revising process to carry out a
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grammatically and orderly texts. The writing productions are in the forms of readable
texts which should be meaningful to the readers who read the writing.
2.2. The Writing Skill
Orwig (1999: 2) says that writing skill is a productive skill that is more
complicated than it seems at first, and often seems to be the most difficult of the skills
since it has a number of micro skills such as using orthography correctly, spelling and
punctuation conventions, using vocabulary in a correct way and using the appropriate
style.
Bello (1997:1) reveals that writing is a continuous process of discovering how
to find the most effective language for communicating one's feelings and thoughts. He
confirms that writing is challenging, whether it is in a native language or in a second
language.
The writing skill in " English for Palestine " shows that:
o
o
o
o
o

Writing dictated material correctly using correct punctuation
Arranging scrambled letters into the words.
Arranging scrambled words into coherent sentences .
Arranging scrambled sentences into a coherent paragraph.
Transcoding information in diagrammatic display into written text .
Archibald (2001:153-160) gives a definition of writing as a skill that needs

knowledge and proficiency in many areas. It is a multidimensional skill. It is a complex
skill that results from the interaction of the writer's knowledge, experience, skill and
the cognitive demands of the task.
2.3. Business Writing
2.3.1. Definition
Business writing refers to reports, proposals, memorandums, contracts, emails,
and other forms of writing used in organizations to communicate with internal or

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external audiences. Business writing is a type of professional communication. It is also
known as business communication and professional writing. (Richard Nordquist-2018).
Brent W.Knapp says that “the main aim of business writing is that it should be
understood clearly when read quickly”. “The message should be well planned, simple,
clear, and direct” ( A Project Manager’s Guide to Passing the Project Management
Exam, 2006).
2.3.2 Purposes of Business Writing
o
o
o
o
o
o
o

Convey information
Explain a situation
Request action
Seek information

Persuade
Reply to communication previously received
Convey an attitude

(Morris, Rupperd, smith Hurried. Business writing (Orienbussisness book, Great
Britain Class, Ltd 1999)
2.3.3. Style of Business Writing
Mark Twain stated “I didn’t have time to write a short letter, therefore I wrote a
long one instead”. Through Mart Twain’s quote, the importance of writing can be
clearly seen. It can be a letter, an email, etc. They are very popular in daily life as well
as in business.

Business writing is formatted in the different ways. Normally, a company will
choose a style to use for all of its internal material and correspondence. The term “
style “ refers to the shape, voice, and force of sentences.
o Utilize clear language: short sentences, simple sentences structures that do not
confuse readers or receiver.
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o Writing from the point of view of the company: show the writers’ strengths and
those of the company.
o Write more univocally: The voice of the company is always already a social
o
o
o
o
o
o

voice.
State the purpose in the first sentence.
Identify the agents of actions unless there is a good reason for hiding agency.
Select words in an appreciate register for the reader.
Keep the receiver’s needs and interests in mind.
Use the imperative voice for recommendations.
End your letter/ email with a “call to action”.

2.3.4. Some types of business writing
2.3.4.1 Email
Email is widely used as a form of inexpensive yet highly effective business
communication tool we have today. It is a good way to get your message. It is also
efficient way to communication in a well- presented, easy to read and follow. However,
there are many issues regarding security of computer and email. In the work station,
the email system is meant for business use, but most companies allow for some private
use of email. Besides, many people make mistake when composing email: text
messaging, grammar, or at least their approach towards writing emails suggest so.
Therefore, seeing some tips for effective emails:
o
o
o
o
o
o
o

Think before writing.
Use the subject line to capture the reader’s attention.
Keep the message short and clear.
Do not send angry messages.

Proofread the message before sending it and assume accountability.
According to common grammar and spelling conventions.
Do not use BCC or CC arbitrarily.

( RMIT University (2008): Writing skill for Business online training)
2.3.4.2 Economic Contract

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A business contract is an agreement that is legally enforceable between two or
more parties. It is a written or oral promise exchanged for another promise or for a
performance that the law will enforce. Economic contracts are indispensable tools of
business and other human interactions. For a contract to be legally binding it must
contain some essential elements as below:
o
o
o
o
o
o

An offer
An acceptance
A capacity
An intention to create a legal relationship
A legality
A consideration (usually money)

2.3.4.3 Price Quotation

Price quotation is very popular in any business. Quotation is generally a written
document, though at times it is verbally discussed between the parties. It is a fixed
price offer that cannot be changed once accepted by the customer. Based on the
relationship, mutual understanding between the parties, the final price agreed can
change which as compared to the quotation. People do not deny the importance of price
quotation in economic field. It helps the enterprises determine the turnover and profit
that they will gain in these contracts.
2.4. Steps of writing process
Writing is one of the most common ways we communicate. The writing process
involves a series of steps to follow in producing a finished piece of writing. To have a
good piece of writing, five steps of the writing process should be followed.
Step 1: Prewriting
It is the first step of writing process and it is also a critical step. During
prewriting, It is vital to think about the topic, brainstorm, research, gather and outline
ideas.
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