The document is a report on an internship at STD SOLUTIONS,CO,LTD. It includes: - An introduction to the company and the intern's role as a receptionist. - A description of the intern's tasks over 10 weeks, including greeting guests, answering calls, introducing products/services, arranging meetings, typing documents, and more. - Details on communicating with international customers from countries like the US, Japan, Singapore and dealing with their accents and pronunciation. - Discussions of lessons learned about developing English speaking skills and overcoming fears when interacting with customers.

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TABLE OF CONTENTS
Acknowledgement.........................................................................................................2
CHAPTER 1: INTRODUCTION OF INTERSHIP PLACE ............................3
1. Rationale .................................................................................................................3
2. Aim of study ............................................................................................................3
3. Scope .........................................................................................................................4
4. Methodology............................................................................................................4
5. General introduction ............................................................................................4
5.1 Establishment and development ......................................................................4
5.2 Organizational structure ....................................................................................5
5.3 Organization of business activities .................................................................5
CHAPTER 2: MY JOB DECRIPTIONS................................................................6
2.1 General introduction my job...............................................................................6
2.2 Stages of working at STD SOLUTIONS,CO,LTD.........................................7
CHAPTER 3: LESSONS LEARNT ......................................................................19
1. English speaking skills........................................................................................19
2. Mistakes ................................................................................................................19
3. Body languages.....................................................................................................19
4. Overcome a fear ..................................................................................................20
5. Colleague attitude ................................................................................................20

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Acknowledgement
First and foremost , I would like to express my deepest thanks to my supervisor,
Ms, Hoang Thi Huong Giang who gave me valuable advices and encouragement as
well as helped me in all stages of this research and writing of this report.
Second, I am also grateful to the teachers the Informatics and Foreign Language
Department of Da Nang College Of Economics and Planning for conveying valuable
knowledge me during the past 3 years.
My special thanks go as well as to Mrs. Van, all staffs in STD
SOLUTIONS,CO,LTD that gave me the opportunity to practice and helped me a lot
during the period of training.
Especially, I am obliged to my close friends for all their support, cooperation and
suggestions. And the last, I am deeply grateful to all my numbers of my family who
have support me in my study.

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CHAPTER 1
INTRODUCTION
1. Rationale :
The industrial sector in Vietnam is undergoing major changes as the country
modernizes and increasingly participates in the global economy . Vietnam is making
the biggest effort to keep up with rich countries and to become a great nation in the
world . Today , with the development of the national industrialization and
modernization . Information technology ( IT) is one of the key industries bring major
economic values to Vietnam . In Vietnam , IT is a fast – growing sector and plays an
important role in the national economy .
Currently , the world’s leading information technology ( IT) companies are
constantly investing and improving solutions and products to be more complete.
Among the companies, STD SOLUTIONS,CO,LTD in Danang city has it is
contribution to the development of IT in Danang. And it has attracted domestic and
foreign investment .
Information technology ( IT) is more and more developing and English plays an
important role in IT. Because it has become the most widely used international
language .
There are many positions in the IT company and reception is very necessary
position of the company and the first business contact at any organization . The
expectation of most organizations is that the receptionist maintains a calm, courteous
and professional demeanor at all times regardless of the customer’s behavior . As an
English majored student of Da Nang College of Economic and Planning. I am aware
of the necessity of English for a receptionist . Especially , English listening and
speaking skills. This is a reason why I choose this topic “ APPLYING ENGLISH
LISTENING AND SPEAKING SKILLS IN RECEPTION “ .
Now, I have an opportunity for my internship course and this is a valuable
opportunity for me to practice my English knowledge , communication skill and learn
experience and soft skills from everybody in the STD SOLUTIONS company .
2. Aim of study :

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- The main aim of this report is to mention about applying English listening and
Speaking skills in Reception at this company .
3. Scope :
- The process of research was carried out in reception at company .
4. Methodology :
- Searching and collecting information on the internet .
- Researching at the practiced company .
- Surveying document in library of my College .
5. The general introduction :
 General information about the company :
5.1 Establishment and development :
 Company name : STD SOLUTIONS
 Director : Nguyễn Thành Đạt
 Established : 27/06/2016
 Website :
 Office address : 63 Phan Dang Luu St, Hai Chau Dt, Danang .
 Telephone : 0905182013
 Registered business activities : Designing Web Applications

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5.2 Organizational structure :
Table 1
5.3 Organization of business activities
Table 2
Director
Administration
Department
Reception
Sales
Department
Analysis
Department
Design
Department
Programming
Department
Holder
Administration
Department
Accounting
Department
Sales
Department
Investment
Department
Director

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CHAPTER 2
MY JOB DESCRIPTION
General information about reception department :
The receptionist plays an important role in introducing , promoting brand image
of the company . A receptionist is often the first business contact a person will meet at
any organization . Because of this , a receptionist’s duties are critical to the success of
a business’s bottom line . The expectation of most organizations is that the receptionist
maintains a calm , courteous and professional demeanor at all times regardless of the
customers behavior .
2.1. General introduction to my job :
During the internship time, I had a period of practical experiences was the time I
applied what I learnt before. I worked as a receptionist. I had to got totally 10 weeks
for my internship course at STD Solutions ,CO,LTD. I went to the company 5 days a
week.
- Working time of company:
I began my internship on 18th March,2019. At the company. The internship lasted
for two and half a months and a result my practicing time came to on end on 24th
May,2019. Working time :
+ Morning : From 8:00 to 12:00 am
+ Afternoon : From 13:00 to 17:00 pm
- At a company, my main content include :
+ Greeting and welcoming the guests when they come to the company.
+ Introducing products and services of company.
+ Answering the questions of customers.
+ Receive the requirements of the customers and direct our customers for the
detail.
+ Sorting and handing out mail, check mail, answering incoming call.
+ Arrange a meeting for the boss.
+ Keeping the reception area tidy.
+ Typing ,filing, photocopying and book keeping of company.

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+ Consulting and convince clients of the benefits of the service when they using
the services of company.
+ Dealing with consumer complaints.
+ Making a report for the week.
2.2. Stages of working at STD solutions company:
Week Date Time Task
First
from 18th
to 22nd
March,2019
From 8:00
a.m to 17:00
p.m
-Having an opportunity to meet the head of
human resources.
Department ( Ms.Van )
- Visiting around the company and socialize
with everyone.
- Reading the documents about the company.
- Knowing all the tasks of receptions at the
beginning work.
- Observing main staffs.
- Learning some structures of greeting,
welcoming and some other sentences to sorry
guests…
For example:
- Greeting the guests:
+ “ STD Solutions xin chao” ( both using for
Vietnamese and Foreigner guests )
+ Good morning .can I help you ?
+ Good afternoon, sir/madam. May I help
you?
+ Do you have an appointment?
+ I’ll let (Mr….) know you’re here .What
name’s it ,please ?
Have a sit,please?

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- Sorry guests:
+ I’m very sorry for the mistake
+ I’d like to apologize for the mistake
+ Sorry to have kept you waiting
+ I’m very sorry for the delay.
- Learning some answer the guest’s calls
professionally as well as communicate with
guests directly such as:
+ Choose your words:
The South Carolina Division of State
Information Technology offers phrase such as
“ I suggest” or “I recommend” instead of “you
should” or “you need to”.
+ Listen fully:
Communication means listening, as well as
talking . Listen attentively without cutting
your telephone correspondent off. You mustn’t
comment so often that it seems you are just
interjecting the same phrases. Example : “ I
see”, “ right”, “ok”…
- Have a notepad and pen ready – write down
any pertinent information, and repeat it the
other person if either of you needs
clarification.
Second
from 25th
to 29th
March,2019
From 8:00
a.m to 17:00
p.m
Start work :
- Greeting guests :
+ When guests come to the company . I will
welcome guests by a smile and polite
sentences such as:

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“ Good morning everybody”
“ Welcome to STD SOLUTIONS”
“Good morning . How can I help you ?”
“What’s your name, please ?”
“I’m sorry. Could you spell in for me please
?”
-I also need to answer calls of guests friendly
and professionally :
“ Hello . How can I help you ?”
“May I say who is calling please ?”
“May I have your name please ?”
- If the guests came to the company :
+ Introducing products and services of
company.
+Consulting and convince clients of the
benefits of the service when they using the
services of company .
-If guest agreed using the services of the
company :
+ Provide guests with some information
necessary and direct our customers for the
detail such as : Customers can sign up direct or
by e-mail , website….the company will
confirm the registration program customers
through written contracts , e-mail….if the
specificities clearly meet the needs of
customers simultaneously aware of any
request fails . Finally , I said “ I think you will
be satisfied with our service . Thank you for
listening me.”

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- Arranging some document a meeting for the
boss with customers .
- Cleaning the front desk .
- Making a report a week
Third
From 1 to
5th
April,2019
From 8:00
a.m to 17:00
p.m
- Sorting and handing out mail, check mail
- Answering incoming call (American
customer )
+ Talk about the preparations for the contract
.I realized the Americans speak English very
well but so fast .I try my best to practice
listening and speaking to keep pace with the
speaking speed of their . Sometimes I can’t
catch what guests said and I used some
sentences popularly such as :
“I’m sorry . I don’t understand what you
mean. Could you speak slowly please ?”
“I didn’t catch what you said . Will you
repeat that ?”
“ Excuse me, could you speak slowly please
?”
- Typing ,filing, photocopying and book
keeping of company
Cleaning the front desk .
- Making a report a week.
Fourth
From 8th
to 12th
April,2019
From 8:00
am to 17:00
pm
- Answering incoming call
-Sorting and handing out mail, check mail
-Typing document , copying and arranging
some document , paper of the company .

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- Making arrange for visitors without
appointment .
- Arrange a meeting by the end of the month
+ Making a report their work monthly
- Preparing agenda , contents , documents
and convenes of the meeting .
- Cleaning the front desk .
Fifth
From 15th
to 19th
April,2019
From 8:00
a.m to 17:00
p.m
- Greeting guests
+ Introducing products and services of
company.
+ Consulting and convince clients of the
benefits of the service when they using the
services of company
+ Discuss the details of the contract and
signatories ( Japanese customers )
 When I have opportunities to communicate
with Japanese customers , I feel if Vietnamese
people often speak English with the last sound
, embarrassing with accents , Japanese people
have difficulty distinguishing the /r/ - /l/ sound
pairs and using wrong article .
- Sorting and handing out mail, check mail
- Cleaning the front desk .
- Making a report a week
Sixth
From 22th
to 26th
April,2019
From 8:00
a.m to 17:00
p.m
- Answering incoming call
+ Answer all questions of customers .
+ Making an appointment with customers for
next week .
+ Receive the requirements of the customers
and direct our customers for the detail

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- Typing document , copying and arranging
some document , paper of the company
- Sorting and handing out mail, check mail
-Cleaning the front desk .
- Making a report a week
Seventh
From 29th
April to 3rd
May,2019
From 8:00
a.m to 17:00
p.m
-Greeting guests ( Singaporean customers)
+ Introducing products and services of
company.
+ Negotiating terms with customers
+ Signatories
When I have opportunities to communicate
with Singaporean . I see they tend to skip the
sound /r/
ex: They could say the word “more” clearly
but forgot the word /r/ for “important”.
- Check and reply mail
- Cleaning the front desk
- Making a report a week
Eighth
From 6th
to 10th May
,2019
From 8:00
a.m to 17:00
p.m
- Sorting and handing out mail, check and
reply mail
- Answering incoming call
+ Answer all questions of customers
+Dealing with consumer complaints
 Listening and check information of
customers
 A show of sympathy . I use sentences
popular such as :
“I’m sorry”
“I’m very sorry”

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“I completely understand how you feel ,
sir/madam ….”
“I sincerely apologize for any inconvenience
these issues may have caused you”
“I would like to apologize for the error made
by our company in (verb + ing)….”
 Give some effective solutions to the solve
the problem
“I’m sorry . I’ll get someone to check it for
you …”
“Sorry to hear that . I’ll send someone up”
 Recheck customer satisfaction . I use
sentences such as :
“Do you need any support , sir/madam ?”
“I assure you that this will not happen again”
“We look forward to your continued custom
and to serving you again”
- Cleaning the front desk .
- Making a report a week
Ninth
From 13th
to 17th
May,2019
From 8:00
a.m to 17:00
p.m
- Answering incoming call
 Receive the requirements of the customers
and direct our customers for the detail
 Making arrange for visitors without
appointment .
- Check and reply mail
- Typing ,filing, photocopying and book
keeping of company
- Cleaning the front desk
- Making a report a week

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Tenth
From 20th
to 24th
May,2019
From 8:00
a.m to 17:00
p.m
- Answering incoming call
+ Answering the questions of customers.
+ Receive the requirements of the customers
and direct our customers for the detail.
+ Making an appointment with customers for
next week .
- Greeting guests
+ Introducing products and services of
company.
+ Consulting and convince clients of the
benefits of the service when they using the
services of company
+ Discuss the details of the contract and
signatories
- Sorting and handing out mail, check and
reply mail
-Arrange a meeting for the boss
-Typing ,filing, photocopying and book
keeping of company
- Cleaning the front desk
- Making a report a week
 Evaluation :
- Advantages :
 During my internship process, I had favorable condition to finish my tasks.
The company’s staffs are very enthusiastic and friendly. Especially , Reception
Department’s staffs helped me so much, creating advantages conditions for me in
order to have good practice conditions. Through the internship, it’s a good chance for
me to communicate with foreigner. I not only don’t have nervous feeling, but also I am
more confident when talking to foreign customers. Besides, I knew how to contact

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with foreigners naturally in clouding good behavior, and smart ways of
communication. Furthermore, the efforts of myself and the guidance of teacher
mentoring in school has created platform, a good knowledge for the applications to the
internship.
- Disadvantages :
Beside the gained result, I also recognized many weaknesses during my
internship.
 Firstly, I had difficulties in understanding what international guests said, as
well as my English listening and speaking skills. Sometimes, I couldn’t understand
some words they said because I am lack of knowledge in the IT field, so I felt less
confident and under pressure with guests.
 Secondly, my pronunciation is not good, so I also have trouble in speaking and
understand what the international customers said. Sometimes, the guests speak not
only the Britain but also the American English, so I am really embarrassed in
communicating with the guests.
 For example:
 In spelling :
American English spelling BritishEnglish spelling
Color Colour
Fulfill Fulfil
Center Centre
Analyze Analyse
Aging Ageing
Dialog Dialogue
Anesthesia Anaesthesia


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 In pronunciation :
American English British English
counter-clockwise anti-clockwise
trailer truck articulated lorry
autumn, fall autumn
attorney barrister
bill, check bill ( restaurant )
cookie biscuit
apartment building block of flats
hat bonnet (clothing )
hood bonnet (car )
trunk boot
trailer caravan
parking lot car park
drugstore, pharmacy chemist’s shop
 Japanese :
 If Vietnamese people often speak English with the last sound , embarrassing
with accents , Japanese people have difficulty distinguishing the /r/ - /l/ sound pairs
and using wrong article .
 For example :
 In spelling :
ENGLISH JAPAN ENGLISH
English Engrish
Clap your hand Crap your hand
I like red I rike red
 Structure of sentences :

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Instead of “I had a good time” => they told “For me, it was enjoy”
“I am scared” => “As for me, (it is) scary”
 Japanese people have difficulty understanding the function of the article.
 Singaporean :
 Bilingual phenomenon:
 SSE (Standard Singapore English ) : is the standard English language of
Singaporeans , mainly for working, studying or formal occasions
 CSE (Colloquial Singapore English ): is the traditional local English blending
many languages from different cultures, very different from the standard English
system, often referred to as "Singlish".
 In spelling :
 I see they tend to skip the sound /r/
Ex: They could say the word “more” clearly but forgot the word /r/ for
“important”.
 The vowel simplicity :
Ex: English : “feet”/fi:t/
Singaporean : “feet” /fit/
 Use “ can” of Singapore. This word often appears in questions aimed at
expressing suggestions or requests. And when the word "can" is repeated twice,
express agreement.
Ex:
ENGLISH SINGLISH
Can we have a meeting today ? Meeting today, can ?
Yes, definitely Can can
Are you sure ? Can hah ?
Can you or Can’t you ? Can ah ?
Yes, I think so Can leh ?

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 Some common phrases of Singapore :
ENGLISH SINGLISH
Don’t mess around ! Don’t pray pray ah !
That’s interesting/ Oh, is that true ? Oh, izzit ?
No, thanks/ I don’t want it Dohwan
Lucky Tyco/ Huat
So what do we do now ? So how ?
Whatever Chin cai
Is that acceptable ? Lid dat also can ?

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CHAPTER 3
LESSONS LEARNT
After three months at STD SOLUTIONS COMPANY , I gained many lessons
for myself. The practical internship gave me opportunities to show me what life in the
working world is really like. This helped me decide to what to do for the best job
future in my life, Although practicum time was short, I had experience on what I could
do and had an environment to practice what I was taught at school.
In my practicum time, in the first days, I was very confused but thanks to
admirable support from my superior and staffs, I overcome difficulties, gain many
highly valuable lessons and finish this report in a timely manner.
1. English speaking skill .
I realized that the applying English speaking skill is necessary and important in
our modern life, particularly in the IT company . If my communicate skill in English is
good, I will have more chances to find a good job with high salary. I feel fascinating
when working here. I have become mature a lot. I learnt many useful things and I
know the way to work in reality particularly in the IT English.
Besides, I think that I also developed language skills. I would speak English both
with our guest and my colleagues. Not only was I exposed to all these different
language, but numerous were the times when I had alternate from one language to
another. This was an excellent brain exercise and it also helps me improve my level in
all the aforementioned languages .
2. Mistakes .
I learnt which structure should use and which word is more suitable for each
specific, sentence types and lexis used in contracts, lexis which are used in event
agreement, are uncommon words and usually have legal or specialized meaning. I
think hat I will sum up some lessons and experiences that I gain from my pracicum
time. It was a chance for me to improve my abilities and learn new things that I can't
be found in books.
3. Body language.

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Sometimes tourists spoke so quickly that some staff couldn’t understand what
they said . And they used body language. I recognized that using body language which
is very important in English speak skill. So, most of guests understood what they
spoke.
4. Overcome a fear.
My English vocabulary about IT company is limited. This made me shy, not
confident when communicating with guests. That caused me a little difficulty during
practicing time at hotel. As a student of foreign language, I should good at both
vocabularies, grammar and should communicate foreign visitors as many to correct I
mistakes in pronunciation. So during internship I have created more opportunities to
improve my English speaking skill. Especially, I have to be more confident to do so.
5. Colleague attitude.
Politely and calmly ask the person to stop giving you attitude. And avoid
speaking to your rude co-worker except for business reasons. Sometimes aggressive
ca-workers will get the message if they notice you are avoiding them.

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COMPANY’S EVALUATION
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TEACHER’S ASSESSMENTS
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