A study on the verbal language used in dealing with guests' complains in the hotel industry

Abstract

With the trend of globalization, the demand of a common language for global communication is more and more increasing. So far, English has been widely used in almost all fields in our life. However, for Vietnamese people, especially those working in the hotel industry, to communicate efficiently in English, it is required that we not only have the language ability but also an awareness of the difference in communicating behaviors between the English and the Vietnamese.