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

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

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

(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

(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.
7
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

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.
9
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,

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.
12
2.4.3. Passive-aggressive communication

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

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,

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”
4
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”
5
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