How to communicate effectively with foreign colleagues in foreign organizations and companies.doc

TABLE OF CONTENTS
TABLE OF CONTENTS ................................................................................................. i
LIST OF FIGURES .......................................................................................................... i
LIST OF TABLES ........................................................................................................... i
CHAPTER 1: INTRODUCTION .................................................................................... 1
1.1. Rationale of the study ............................................................................................... 1
1.2. Objectives of the study ............................................................................................. 1
1.3. Scope of the study .................................................................................................... 2
1.4. Methodology of the study ......................................................................................... 2
1.5. Structure of the study ................................................................................................ 3
CHAPTER 2: THEORETICAL BACKGROUND .......................................................... 4
2.1. The communication process ..................................................................................... 4
2.2. Communication types ............................................................................................... 6
2.2.1. Verbal communication ..................................................................................... 6
2.2.2. Non-verbal communication .............................................................................. 6
2.3. Communication forms ............................................................................................ 10
2.3.1. Written communication ................................................................................. 10
2.3.2. Oral communication ...................................................................................... 11
2.3.3. Visual communication ................................................................................... 11
2.4. Communication styles ............................................................................................ 11
2.4.1. Aggressive communication ............................................................................ 12
2.4.2. Passive communication .................................................................................. 12
2.4.3. Passive-aggressive communication ................................................................ 13
2.4.4. Assertive communication ............................................................................... 13
2.5. Principles of effective communication .................................................................... 13
2.6. Benefits of effective communication ....................................................................... 15
2.7. Consequences of poor communication .................................................................... 16
As we can see from the story above, consequence resulted in poor communication is that
nobody is responsible for the work and everybody is to blame on each other. ............... 17
2.8. Barriers to effective communication with foreign colleagues .................................. 17
2.8.1. Cultural differences ...................................................................................... 17

2.8.2. English language performance ....................................................................... 19
CHAPTER 3: METHODOLOGY AND ANALYSIS .................................................... 22
3.1. Methodology .......................................................................................................... 22
3.1.1. Study design ................................................................................................. 22
3.1.2. Research Instrument ...................................................................................... 22
3.1.3. Participants’ characteristics ........................................................................... 23
3.1.4. Brief on the survey questions ......................................................................... 23
3.1.5. Data processing ............................................................................................. 24
3.2. Findings .................................................................................................................. 25
3.2.1. Response rate ................................................................................................. 25
3.2.2. How Vietnamese staff communicate with their foreign colleagues ................. 29
CHAPTER 4: DISCUSSION AND RECOMMENDATIONS ON HOW TO
COMMUNICATE MORE EFFECTIVELY WITH FOREIGN COLLEAGUES IN
FOREIGN ORGANIZATIONS AND COMPANIES ................................................... 39
4.1. Phase 2: Sender encodes idea .................................................................................. 39
4.2. Phase 3: Sender transmits message ......................................................................... 43
4.3. Phase 4: Receiver gets message .............................................................................. 44
4.4. Phase 5: Receiver decodes message ........................................................................ 46
4.5. Phase 6: Receiver sends feedback ........................................................................... 47
CHAPTER 5: CONCLUSION ...................................................................................... 50
5.1. Conclusion .............................................................................................................. 50
5.2. Limitations of the study .......................................................................................... 50
5.3. Suggestions for further study .................................................................................. 51
REFERENCES ................................................................................................................ I
APPENDIXES .............................................................................................................. IV
Appendix 1: Research Questionnaire ............................................................................. IV
QUESTIONNAIRE ....................................................................................................... IV
Appendix 2: Raw data for Questionnaire collected on 17 May 2008 ........................... VIII

LIST OF FIGURES

Figure 2. 1. Communication process2 .............................................................................5
Figure 3. 1. Respondents’ sex distribution.....................................................................25
Figure 3. 2. Level ranked by the respondents ................................................................27
Figure 3. 3. Response rate by frequency of communication......................................….29
Figure 3. 4. Factors considered before starting a conversation.......................................30
Figure 3. 5. Ways of confirmation.................................................................................33
Figure 3.6 Ways to draw attention.................................................................................34
Figure 3. 7. Ways to ensure understanding....................................................................36
Figure 3. 8. Ways to receive feedback...........................................................................37
Figure 4. 1. The communication process6......................................................................40
Figure 4. 2. The communication process7......................................................................43
Figure 4. 3. The communication process8......................................................................44
Figure 4. 4. The communication process9......................................................................46
Figure 4. 5. The communication process10....................................................................47
LIST OF TABLES
Table 3. 1. Occupation of surveyed staff........................................................................26
Table 3. 2. Type of organization or company.................................................................26
......................................................................................................................................28
Table 3. 4. Channel and medium...................................................................................31
i

CHAPTER 1: INTRODUCTION
1.1. Rationale of the study
Communication is the essential need of human. It has incessantly improved and
developed during our whole life. Communication helps us to acquire and increase
knowledge from the outside world and strengthen relations between people, especially
those from different cultures and countries. In workplace, many organizations are losing
valuable business opportunities because they have failed to recognize the fundamental
importance of effective communication. It is communication breakdown that is at the
root of conflicts or misunderstanding among colleagues. Staff’ success also depends not

only on professionalism and diligence but their individual relationships and
communication skills as well.
In Vietnam nowadays, the country is integrating into the global village. More and
more foreign companies and organizations have been sprung up like mushroom.
Therefore, communication skills with foreign counterparts play an important role in
enhancing the efficiency and effectiveness of their work. Vietnamese staff’s ability to
communicate with foreigners has become a subject of discussion; however, few studies
on it have been carried out. That is the reason why I chose the topic for this thesis as
“How to communicate effectively with foreign colleagues in foreign organizations and
companies.”
1.2. Objectives of the study
The study aims to:
• Provide an overall idea about communication
• Investigate how Vietnamese staff communicate with their foreign counterparts
1
• Find out how to communicate more effectively with foreign colleagues
Research questions of the study include the followings:
• What is communication process?
• What are communication types?
• What are communication forms?
• What are communication styles?
• What are principles of effective communication?
• What are benefits of effective communication?
• What are consequences of poor communication?
• What are barriers to effective communication with foreign colleagues?
• How do Vietnamese staff communicate with their foreign colleagues at
workplace?
• What are the best ways to communicate with foreign colleagues in foreign
organizations and companies?
1.3. Scope of the study

I carried out a small-scaled survey with 77 respondents. This survey focused on
investigating the oral/spoken communication performance of Vietnamese staff with their
foreign colleagues in foreign organizations and companies in Hanoi only due to time
limitation. Such factors as social status and gender were included in the questionnaires.
Basing on the findings drawn from 77 informants, the writer made some tentative
conclusions about what are the best ways to communicate with foreign colleagues.
1.4. Methodology of the study
This thesis was written based on both primary and secondary data. A wide range
of materials regarding communication and relating researches were studied such as the
2
published books and web documents. The research methods I used were descriptive and
quantitative ones. A survey on how Vietnamese staff communicate with their foreign
colleagues was conducted in some foreign organizations, other limited and private
companies, International Agency and Institution of Environmental Technology. A survey
questionnaire was carried out to collect data. Description, analysis, and statistics were
used in processing and interpreting data. Details of studying methods will be further
presented in chapter III.
1.5. Structure of the study
The study consists of 5 chapters:
 Chapter 1: Introduction - provides an introduction of rationale, objectives,
scope, methodology and structure of the study.
 Chapter 2: Theoretical background - presents an overview of studies on
communication. In this notion of communication, the process of communication
and communication types, forms and styles are presented. Besides, principles of
effective communication, benefits of effective communication, consequences of
poor communication and barriers to communication are also included in this
chapter.
 Chapter 3: Methodology and analysis - is concerned with a description of
studying methods and the results as well as the analyses of the survey.
 Chapter 4: Discussions and some recommendations on how to communicate

effectively with foreign counterparts in foreign organizations and
companies – looks at the discussion about the survey and puts forward some tips
to have a better communication with colleagues from other countries.
 Chapter 5: Conclusion – discusses conclusion and limitations of the study as well
as suggests some directions for further study.
3
CHAPTER 2: THEORETICAL BACKGROUND
Communication is very important in all areas of life. It is “the process of
transferring information from a sender to a receiver with the use of a medium in which
the communicated information is understood by both sender and receiver.”
(“Communication” Wikipedia). In order to have a deep and overview on
communication, we first look at its process, types, forms, and styles. At the end of this
chapter, we will focus on the principles and benefits of effective communication,
consequences of poor communication, and analyze the barriers to effective
communication with foreign colleagues.
2.1. The communication process
“You can’t not communicate.
Everything you say or do or don’t
say and don’t do sends a message
to others.” (John Woods)
1
.
It is quite obvious that communication takes place at any time in any form.
Whether we say something or keep silent or whatever we do, there is communication
with other people. According to the textbook “Business Communication Essentials”,
communication is a dynamic and two-way process of coding and decoding messages
1
Source:
4
(Bovée, Thill, and Schatzman 4). Specifically, the process can be divided into six phases

(Figure 2.1):
Figure 2. 1. Communication process
2
Phase 1 is when the sender has an idea. We form an idea in our mind and you have an
intention to communicate it with other persons. We want to share it. Phase 2 is when the
sender encodes the idea. Now the idea is translated into the symbols of language and thus
into a message. In phase 3, the sender transmits message. The message is sent via a
channel such as verbal or nonverbal, spoken or written. Besides, you also select a
medium to send the message such as telephone, letter, face-to-face exchange, etc.
The receiver gets the message in phase 4.
After that, the receiver decodes the
message. In this phase, the receiver
converts the transmitted message into an
abstract idea in his mind. The codes of the
2
Source: Bovée, Thill, and Schatzman 4
Phase 1: Sender
has an idea
Phase 2: Sender
encodes idea
Phase 3: Sender
transmits
message
Phase 4: Receiver
gets message
Phase 5: Receiver
decodes message
Phase 6: Receiver
sends feedback
CHANNE

L
AND
MEDIUM
5
sender and the receiver must have at least a certain set of symbols in common so that the
receiver can send feedback in the final phase. Feedback is the receiver’s reply or
response to the message. The communication process can be one way or two ways. In
one-way communication, there is no feedback whereas two-way communication always
includes feedback. Feedback lets the sender know if the communication is successful or
not.
2.2. Communication types
There are two types of communication: verbal and non-verbal. Both types play an
important role in communicating.
2.2.1. Verbal communication
“Verbal communication is using words in writing or
speaking.” (Communication 1). It requires the use of words,
vocabulary and numbers organized in a sentence. The goal
of communication is to have people understand what we are
saying. Therefore, if we want our message to be understood,
we must take into careful consideration of the words we use.
Some people may say that using long and difficult words
will leave an impression on their listeners. This might be true. Nevertheless, not
everyone can understand such fine words or ornate sentences. The more simply and
shortly we express our ideas, the more clearly they are, hence the listeners can get our
points without any difficulties.
2.2.2. Non-verbal communication
Non-verbal communication refers to the
messages we give and receive through body language,
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vocal characteristics, personal appearance, touching behavior, use of time and space

(Bovée, Thill, and Schatzman 31). “If the eyes are the windows of the soul, then the
body is the mirror of our feelings” (Redhead 2). It is useful to be able to read people’s
body language. Body language includes body movement and gestures, facial expressions,
eye contact and postures. It should be noted that in different cultures, body language can
have different meanings. Therefore, we should know about that to have better
communication with people from other countries and cultures. Following are some
examples of body language with the most common meaning.
First of all, body movement is one of the tools that can tell us how the people are
feeling. During the conversation, we can move toward or backward, stand upright, which
may reflect the confidence. Besides, gestures are also of great importance. Head gestures
are used with different meanings. For example, “yes” is shown by nodding the head up
and down, and “no” is conveyed by shaking the head side to side. Scratching the head
indicates that the person is confused and pauses in doubt. People also take advantage of
using hands. Waving hands can be either “hello” or “goodbye.” Holding the index and
the mid finger upright stands for “victory.” In short, the movements of our bodies can
express what we want to say instead of speaking out.
A second crucial part of body language is facial expressions, which include a lot
of signs. Smiling can often cover different emotions such as happiness, sadness,
confusion or apologies. We also smile our approval to agree with someone. A smile,
however, can disguise true feelings. When we are confused or do not know what to say,
we often laugh off or laugh half-heartedly. A sardonic or bitter smile indicates that the
person is miserable or disappointed. Another facial expression is the grimace, which
conveys pain and disgust. Winking with one eye is a sign of kidding or sharing a secret
with the others. Rolling the eyes may show amazement or even suspicion. As we have
seen, our faces mainly focus on expressing emotions and attitudes.
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Thirdly, maintaining eye contact when speaking with others helps
communication. Direct eye contact shows attentiveness and listening. If people lose eye
contact, it means they ignore the speaker and want to change the topic or stop the
conversation. Nevertheless, staring at someone is seen negative as it makes him/her

embarrassed, confused or annoyed. Whereas, staring at something may express surprise
and curiosity. These examples demonstrate eye contact shows attention and influence.
Last but not least of body language use is the posture. The way we stand or sit
gives information about how we are feeling. When people stand up or sit up straight, it
can be understood that they feel confident or comfortable. Moreover, the posture is
shown through hands and arms. Outward and upward hands movements reveal an open
and positive message. Open arms can indicate a good way to show that the person is
approachable and friendly. Folded arms may mean the rejection or the disagreement.
Hands in pocket can show either familiarity/informality or the disrespect depending on
different circumstances. What is more, “slouching, leaning forward, fidgeting, and
walking briskly are all conscious signals that reveal whether you feel confident or
nervous, friendly or hostile, assertive or passive, powerful or powerless” (Bovée, Thill,
and Schatzman 31).
The second factor of non-verbal communication is vocal characteristics. This is
expressed through tone of voice. The tone of voice used can tell us a lot about another
person because it carries both intentional and unintentional messages. There are various
tones of voice that express the feelings and emotions of people. The voice can sound
regular, mad, happy, excited, scared, sad, worried, and so on, which depends on the state
of mind. Especially when we talk on the phone, it is more crucial to watch the tone in our
voice. A listener cannot see our face or body language so the tone of voice becomes a
determinant factor of effective communication. Not only the tone and volume but also
8
the speaking pace helps to know much about the people and their emotions underlying
their words.
Thirdly, physical appearance is also one of the
most important factors of non-verbal communication.
Communicating values and expectations can be defined
through clothing and other dimensions of physical
appearance. Normally, people form opinions through
what they see in a person physically and then respond to

that person accordingly. In turn, people tend to fulfill the
others’ perceptions of themselves. To be more exact, if
we think, for example, someone is capable and
attractive, he/she will feel good about himself/herself, which affects our behavior as well
as his/her opinion about us. Therefore, we can make a good impression by paying
attention to grooming, clothing, accessories, and style that form our appearance.
Fourthly, “touch is an important vehicle for conveying warmth, comfort, and
reassurance.” (Bovée, Thill, and Schatzman 32). It can also be an expression of
dominance when a higher-status person touches a lower-status one. The use of touch in
communicating can be a handshake, a pat on the back, an arm around the shoulder, a
hug, and so on (Protti 25). Touching behavior varies from different gender, age, relative
status, cultural background, and circumstances. Accordingly, we must be careful with
this sensitive factor in order to avoid giving unexpected things or messages. Who may
touch whom and how will affect the effectiveness of communication.
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Finally, personal space and use of time
should be paid due attention to. “Your personal
space is like an invisible bubble that surrounds
you.” (“Your personal space” Worsleyschool).
Like body language, physical space also differs
from different cultures and circumstances.
Generally speaking, however, the distance is often
large between strangers. We get closer to someone
that we know fairly well. The distance between a
man and a woman who are strangers to each other may be larger than that of the ones
who have a relationship. In addition, the use of time can define the status when some
people want to show their importance by making others wait. Meanwhile, others show
their respect by being on time. Communicating status is also expressed by allowing some
people to go ahead of others. Punctuality also depends on different cultures.
In summary, “actions speak louder than words.” People often express ideas,

emotions, and attitudes more nonverbally than verbally through all the cues, spatial
relationships, and attitudes toward time. That is the reason why the “silent language” is
so crucial in communication in general and communication with foreigners in particular.
2.3. Communication forms
2.3.1. Written communication
Research has shown that 9% of communication is happening in writing. The most
common written media are emails and memos. Recently, communication through social
network sites (such as Facebook, MySpace, etc) has been on the rise. One of the biggest
advantages of written communication is that both the sender and the receiver have time
to think about what is written. Furthermore, it lets us plan and control the message.
10
Though a written channel increases the sender’s control, it eliminates the possibility of
immediate feedback. Feedback is delayed and misunderstandings about the message may
occur in the communication process.
2.3.2. Oral communication
“Oral communication is the spoken interaction between two or more people.”
(Perl, Murray, and Lutrick 1). It is appropriate for direct and personal contacts but not
very useful for conveying complex and technical information since it needs to be
demonstrated with visual aids. Its big advantage is that it provides immediate feedback.
Misunderstandings can be dealt with immediately and the possibility of conflict and
misunderstanding is lessened. In general, oral communication is used when our purpose
is to interact directly with the audience. Oral communication includes face-to-face,
telephone, voice mail, and so on.
2.3.3. Visual communication
Visual communication means communication with visual aids. “It is the
conveyance of ideas and information in forms that can be read or looked upon.” (“Visual
communication” Wikipedia). Its various forms range from posters, pictures, photos,
diagrams, films, etc. Although visual communication is useful for long speech with
complex and technical information, it might distract the audience from what is being
said. In a word, visual communication will be more effective if it is combined with

written and oral communication.
2.4. Communication styles
There are various styles of communication. Thus, it is crucial to know different
communication styles so that we can understand others in order to avoid
misunderstandings. Once we are aware of such differences, we will likely be able to
11
effectively communicate and interact with our colleagues and successfully collaborate in
the work place. Otherwise, miscommunication will bring companies and organizations
lots of disadvantages.
Researches have shown that there are four common styles of communication:
aggressive, passive, passive-aggressive, and assertive communication.
2.4.1. Aggressive communication
This style refers to those who are characterized as frank and forceful. They tend to
exaggerate their messages through words and behaviors. They may shout, stare, or have
frightening words to listeners. They often stand closely to others during conversations.
Additionally, they speak in an ironically voice. All of these make their listeners feel
defensive and humiliated. They can get what they want for the first time, but after that
they most likely will feel isolated because the others will develop ways of limiting
interaction with them.
2.4.2. Passive communication
When people communicate in a passive way, they often fail to make listeners
know what they think or how they feel. They often allow others to choose and make
decisions for them. Although the pleasant atmosphere is kept in their relationships, it is
hard for them, however, to have their say and achieve their goals. In the long run, this
style of communication will harm them and be visible through stressful symptoms such
as feeling anxious, ignored, and helpless. Moreover, others around them, either at work
or in family situations will tend not to respect their opinions and characterize the person
as being weak.
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2.4.3. Passive-aggressive communication

People of this style have to think of reasons to persuade others that what they are
saying is very important and precise. Actually, they want to ventilate and speak out their
ideas but they are hesitating to do so. They find it comfortable to hide behind others’
opinions in order to express their viewpoints. This may cause misunderstandings for their
listeners and then they may get angry easily. Sooner or later, others will lose trust in
them and according they will lose their confidence.
2.4.4. Assertive communication
Assertive communicators know how to harmonize their words and behavior. They
are very direct and honest. Listeners clearly understand what they say and know how
they feel. They allow others and themselves to express ideas. This communication style
helps people to be comfortable after expressing ideas, showing their feelings and have
attention of others. Gradually, they will feel confident in communication and be
respected by others.
2.5. Principles of effective communication
Although cultures and communication styles vary, communication can be
effective if we follow its principles. Followings are five basic principles of effective
communication.
The first principle of effective communication is to “really connect with your
audience.” (“Principles of effective communication” Sideroad). In a communication
process, there must be two subjects: sender and receiver. If there is no connection
between the sender and the receiver, there is no communication. It is often considered
that sending information is the act of communication. Actually, communication is a two-
way process. Therefore, we have to pay attention to our audience and let him/her express
13
his/her views. “You need to plan your message, and the medium for the message, to
trigger the emotional and cognitive responses that will ensure you to engage your
audience.” (“Principles of effective communication” Sideroad). Effective
communication means ideas are exchanging freely.
The second principle of effective
communication is to listen and understand first.

The most frustrating thing about communication
is when the person whom we are talking to is
not listening to us. Consequently, a lot of
misunderstandings and misinterpretation occur.
It should be noted that effective communication
is about the result we get, which is perhaps the most important thing in communication.
The person we are talking to should totally get our point and we also understand his idea.
So to ensure that our communication is effective, we must always confirm
understanding.
The third principle of effective communication is to understand that
communication is more than the surface meaning of words. To be more exact, we need to
be able to interpret other people's messages through their body language also. This is
another form of feedback. In addition to direct feedback, asking a person to repeat what
has been said for example, feedback may be subtle and manifested through eye contact
such as a stare or a puzzle look, facial expressions such as frown or changing in
countenance, and body language like nodding, folding arms, leaning forward, and so on.
Due attention should be paid to feedback to make sure that both the listener and the
communicator understand each other.
Last but no means least is to show our respect and not to interrupt when someone
is talking. We can wait until they finish their sentences. Interruptions may make the
communicator feel frustrated or even forget the key points that are needed to be
14
transmitted to us. Therefore, it is advised to be respectful and listen attentively. If we
have any questions, we can ask later.
These are the four most basic principles for an effective communication. It may
sound simple but in reality, it is perhaps the hardest principles to follow. Especially, they
prove to be rather practical and useful, which helps us to become good communicators.
2.6. Benefits of effective communication
In today’s changing workplace, good communication skills are becoming more
and more important than ever before. Successful foreign organizations and companies

know that effective communication is essential to their success. The reason is simple:
both we and our organizations and companies can gain many benefits from effective
communication.
First of all, effective communication improves responses from colleagues and
employees, which helps managers to know more about pressures on or problems of the
staffs. As a result, the opportunity for efficient management will be promoted. Moreover,
stronger relationships among colleagues will be developed, and more importantly, the
professional image of the organization or the company will be enhanced.
The second benefit of effective communication is that it strengthens our existing
relationships. Good communication will bring us closer to our colleagues. We will feel
free to discuss or exchange ideas with them. In response, our colleagues also appreciate
this special relationship in which they can share their opinions openly without the fear of
being judged.
Finally, effective communication helps us to avoid misunderstandings. In daily
conversations with our colleagues, especially foreign ones, many of us assume that we
understand totally what others are talking and that they are thinking the same as
ourselves. This is a big problem which can cause disharmony, discontent or
15
dissatisfaction among staffs in organizations or companies. Therefore, effective
communication can support a healthy working culture.
2.7. Consequences of poor communication
Regardless of what business we are in, effective communication skills are
essential for success of individuals as well as of the whole organization. In fact, when
our communication is poor, the purpose of communication, which is to get your message
to others, cannot be achieved. This leads to many consequences.
Firstly, if our message is too lengthy, disorganized or contains errors, it is
expected that the message will be misunderstood and misinterpreted, which causes
unnecessary confusion. Using poor body language can also confuse the message.
Consequently, it will cause bad feelings to others.
Secondly, if we deliver too much information and too fast, less information will

be received or understood. Imagine that too many instructions are given at one time, they
may be misunderstood, people may be unsure of what to do or how to do a task, jobs
may have to be repeated, and thus time will be lost.
Finally, if communication is not open and effective, people may feel left out.
Frustration may develop, which can have a negative impact on their work and their
relations in the work place. In a word, when the communication is not successful, it does
not convey your thoughts and ideas, “causing a communication breakdown and creating
roadblocks that stand in the way of your goals” (Eddy Klopprogge 3).
Here is an example of how big the losses are due to miscommunication in
companies or organizations.
16
The “Nobody, Somebody, Anybody and Everybody” Story
3
As
we can see from the story above, consequence resulted in poor communication is that
nobody is responsible for the work and everybody is to blame on each other.
2.8. Barriers to effective communication with foreign colleagues
In the international working environment, we meet and talk with foreign
colleagues everyday. Certainly, we face quite a few difficulties in communicating with
them. There are so many barriers to the effective communication such as muddled
messages, wrong channels, interruptions, physical distractions, and so on. Especially
when we work with colleagues that come from other countries, cultural differences
represent one of the biggest challenges. In addition, this paper focuses on the
communicating with foreign colleagues in foreign organizations and companies speaking
English. Apart from the cultural issue, therefore, the English language performance also
remains as a common barrier to effective communication with foreign colleagues.
2.8.1. Cultural differences
3
Source:
This is a little story about four people named Everybody, Somebody, Anybody,

and Nobody.
There was an important job to be done and Everybody was sure that Somebody
would do it.
Anybody could have done it, but Nobody did it.
Somebody got angry about that because it was Everybody's job.
Everybody thought that Anybody could do it, but Nobody realized that Everybody
wouldn't do it.
It ended up that Everybody blamed Somebody when Nobody did what Anybody
could have done.
17
According to the definition of culture in the textbook “International Business”,
culture is a “set of values, beliefs, rules, and institutions held by a specific group of
people” (J. Wild, L. Wild, and Han 40). Thus, culture is often at the root of
communication barriers. Culture prevents people from receiving the full messages that
others want to share with them.
First of all, people think about the national culture including outward and visible
things such as its food, custom, clothes and behaviors. Though we share the working
environment with foreigners, it is not easy to find common interests or hobbies. Besides,
the rules of social etiquette diversify among different cultures. Formal rules are clearly
seen through behaviors in common social situations such as the table manners at meals,
casual or formal dressing, gift giving, telephone etiquette, and so forth. In terms of
custom, the folk customs range in small areas and are still commonly used by the people,
whereas the popular customs spread throughout the world with no identity to a certain
culture (Cox 38). Effective communicators take these factors into account to improve the
intercultural sensitivity.
Then culture is perceived through values which are invisible. They are ideas about
“what is good, right, fair, and just” (“Cultural values” Cliffnotes). In other words, they
are the most distinctive characteristics of one nation or its people, which should be paid
much attention to when communication is established. Particularly, stereotype, which is
one of the most serious problems in communicating with people from different cultures,

must be rejected. “A stereotype is a simplified and/or standardized conception or image
with specific meaning, often held in common by people about another group.”
(“Stereotype” Wikipedia). When learning about another culture, we can not only
understand different points of view and develop our friendships but also avoid
miscommunication or hurting or humiliating others unintentionally. People had better
18
build rapport by trying to understand and appreciate other multifaceted human beings
rather than believing in the previously formed opinions or attitudes.
If we can identify and be more aware of cultural similarities as well as
differences, we will definitely communicate with our foreign colleagues more
effectively.
2.8.2. English language performance
The rate of using English for daily work in international working environment in
Vietnam is rather high, accounting for 69% (“DN "lạnh nhạt" dần với chứng chỉ ngoại
ngữ A, B”
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Vietnamnet). 66.1% of Vietnamese staffs get English certificate of C level,
25.7% B level, and 6.7% A level (“Thực trạng và giải pháp phát triển nguồn nhân lực
chất lượng cao”
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Congnghieponline). These certificates, however, have been reducing
their reliability and replaced by others international standard certificates such as TOEIC
(Test of English for International Communication), TOEFL (Test of English as a Foreign
Language), IELTS (International English Language Testing System), etc. Sadly enough,
a big problem is Vietnamese staffs’ poor English skills, which still remains to be solved.
Many discussions on this problem have taken place, yet few investigations about the
staffs’ level of English have been carried out. This is one of the reasons why I conducted
a survey to find out how good their English skills are.
For those people having studied English since they began to go to work, they may
have to face a lot of difficulties. It is a fact that English is not an official language in

Vietnam. For this reason, it is not put at the top priority despite its vital importance.
Their English is not proficient enough to meet high demands of the jobs. A large number
of Vietnamese people have studied English for a long time. Meanwhile, some employees
or staffs might have not have a chance or a driving force to access to English before, thus
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“Vietnam’s enterprises’ less appreciation of English certificate of A & B levels”
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“Facts and solutions for the development of high-qualified human resources”
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