BỘ GIÁO DỤC VÀ ĐÀO TẠO
TRƯỜNG ĐẠI HỌC QUẢN LÝ VÀ CÔNG NGHỆ HẢI PHÒNG
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ISO 9001:2015
KHÓA LUẬN TỐT NGHIỆP
NGÀNH: NGÔN NGỮ ANH-NHẬT
Sinh viên : BÙI THỊ THÙY TRANG
Giảng viên hướng dẫn: TH.S NGUYỄN THỊ HUYỀN
HẢI PHÒNG – 2019
MINISTRY OF EDUCATION AND TRAINING
HAIPHONG MANAGEMENT AND TECHNOLOGY UNIVERSITY
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DIFFICULTIES IN COMMUNICATION OF THE 1ST
ENGLISH MAJORS AT HAIPHONG MANAGEMENT AND
TECHNOLOGY UNIVERSITY
GRADUATON PAPER
MAJOR: ENGLISH – JAPANESE
Student : BUI THI THUY TRANG
Supervisor : NGUYEN THI HUYEN, MA
HẢI PHÒNG – 2019
BỘ GIÁO DỤC VÀ ĐÀO TẠO
TRƯỜNG ĐẠI HỌC QUẢN LÝ VÀ CÔNG NGHỆ HẢI PHÒNG
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NHIỆM VỤ ĐỀ TÀI TỐT NGHIỆP
Sinh viên: Bùi Thị Thùy Trang.
Mã SV: 1512753039
Lớp: NA1901N.
Ngành: Ngôn ngữ Anh-Nhật
Tên đề tài: Dificulties in communication of the 1st English majors at HPU
NHIỆM VỤ ĐỀ TÀI
1. Nội dung và các yêu cầu cần giải quyết trong nhiệm vụ đề tài tốt nghiệp
( về lý luận, thực tiễn, các số liệu cần tính toán và các bản vẽ).
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2. Các số liệu cần thiết để thiết kế, tính toán.
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3. Địa điểm thực tập tốt nghiệp.
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CÁN BỘ HƯỚNG DẪN ĐỀ TÀI TỐT NGHIỆP
Người hướng dẫn thứ nhất:
Họ và tên:…………………………………………………………………………………
Học hàm, học vị:………………………………………………………………………..
Cơ quan công tác:………………………………………………………………………
Nội dung hướng dẫn:………………………………………………………………….
Người hướng dẫn thứ hai:
Họ và tên:…………………………………………………………………………………
Học hàm, học vị:………………………………………………………………………..
Cơ quan công tác:………………………………………………………………………
Nội dung hướng dẫn:………………………………………………………………….
Đề tài tốt nghiệp được giao ngày … tháng ….. năm …..
Yêu cầu phải hoàn thành xong trước ngày …. tháng ….. năm ……
Đã nhận nhiệm vụ ĐTTN Đã giao nhiệm vụ ĐTTN
Sinh viên
Người hướng dẫn
Hải Phòng, ngày …… tháng……..năm 20..
Hiệu trưởng
GS.TS.NGƯT Trần Hữu Nghị
QC20-B18
CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM
Độc lập – Tự do – Hạnh phúc
PHIẾU NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN TỐT NGHIỆP
Họ và tên giảng viên: …………………………………………………………………………..
Đơn vị công tác:
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Họ và tên sinh viên:
…………………………………… Chuyên ngành: ………………
Nội dung hướng dẫn: …………………………………………………. ……………………….
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1. Tinh thần thái độ của sinh viên trong quá trình làm đề tài tốt nghiệp
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2. Đánh giá chất lượng của đồ án/khóa luận (so với nội dung yêu cầu đã đề ra trong
nhiệm vụ Đ.T. T.N trên các mặt lý luận, thực tiễn, tính toán số liệu…)
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3. Ý kiến của giảng viên hướng dẫn tốt nghiệp
Được bảo vệ
Không được bảo vệ
Điểm hướng dẫn
Hải Phòng, ngày … tháng … năm ……
Giảng viên hướng dẫn
(Ký và ghi rõ họ tên)
QC20-B19
CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM
Độc lập – Tự do – Hạnh phúc
PHIẾU NHẬN XÉT CỦA GIẢNG VIÊN CHẤM PHẢN BIỆN
Họ và tên giảng viên: ………………………………………………………………………..
Đơn vị công tác:
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Họ và tên sinh viên:
……………………………….. Chuyên ngành: ……………….
Đề tài tốt nghiệp:
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1. Phần nhận xét của giáo viên chấm phản biện
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2. Những mặt còn hạn chế
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3. Ý kiến của giảng viênchấm phản biện
Được bảo vệ
Không được bảo vệ
Điểm hướng dẫn
Hải Phòng, ngày … tháng … năm ……
Giảng viên chấm phản biện
(Ký và ghi rõ họ tê
TABLE OF CONTENT
ACKNOWLEDGMENT
PART 1: INTRODUCTION …………………………………………………………………. 1
1. Rationale
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2. Aim of the study ……………………………………………………………………………….. 2
3. Scope of the study …………………………………………………………………………….. 2
4. Design of the study
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PART II: DEVELOPMENT …………………………………………………………………. 3
CHATER 1: THEORETICAL BACKGROUND
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1. What is communication?
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2. Categories of Communication
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3. Significance of verbal communication…………………………………………………. 7
4. Advantages of Spoken Communication
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5. Relevant skills for spoken communication …………………………………………… 9
6. General difficulties in English communication ……………………………………. 10
CHAPTER 2: METHODOLOGY …………………………………………………………. 12
2.1 The reality of learning and teaching English for the first year English major
students at HPU …………………………………………………………………………………… 12
2.1.1 The teaching staff ………………………………………………………………………… 12
2.1.2 The students
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2.2. The questionnaire ………………………………………………………………………….. 13
2.3. Research methods
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CHAPTER 3: FINDINGS AND DISCUSSION ……………………………………… 15
3.1. Data analysis and findings ……………………………………………………………… 15
3.2. Discussion …………………………………………………………………………………….. 28
3.2.1. Major difficulties in speaking English of first-year English majors at HPU
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3.2.2. Major solutions to improve the speaking competence of first-year English
majors at HPU …………………………………………………………………………………….. 28
CHAPTER 4: SOME SUGGESTED SOLUTIONS ………………………………… 29
4.1. Suggestions for teachers
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4.2. Suggestions for students
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PART III: CONCLUSION …………………………………………………………………… 37
1. Summary …………………………………………………………………………………………. 37
2. Limitations of the study……………………………………………………………………… 37
3. Suggestions for the further study ………………………………………………………… 38
REFERENCES …………………………………………………………………………………… 39
APPENDIX ……………………………………………………………………………………….. 41
ACKNOWLEDGMENT
In the process of doing the graduation paper, I have received a lot of help,
assistance, guidance, encouragement and idea contribution from my teachers,
family and friends.
My great gratitude goes to my supervisor Nguyen Thi Huyen (M.A) for
her enthusiastic guidance, very helpful ideas and instructions for the preparation
and her corrections during the completion of this graduation paper.
Secondly, I would like to express my sincere thanks to Ms. Tran Thi Ngoc
Lien (MA), the Dean of Foreign Language Department and all the teachers at
Haiphong Management and Technology University for the precious and useful
lessons in my study process that helped me a lot during graduation time.
It would be a mistake if I didn’t mention the first year English major at
Haiphong Management and Technology University who took part in my survey
questionnaire enthusiastically. Thanks to their participation, I had data survey,
analysis and gave the appropriate solutions.
Last but not least, I would like to give my heartfelt thanks to my family,
my friends who always, encourage and inspirit me to complete this graduation
paper.
Haiphong, June, 2019
Student
Bui Thi Thuy Trang
1
PART 1: INTRODUCTION
1. Rationale
Nowadays, English seems to be a general language in the world. A great
deal of countries use English like the second language besides their mother
tongue. In fact, English is the native language of more than 350 million people
and it is spoken more than any other language. It is the international language of
different fields such as business, politics, science, technology, banking, tourism
and others. Vietnam’s government has long realized importance of English and
it has been a compulsory subject at varying levels for several decades. However,
learning English to communicate is still a great challenge to Vietnam’s students.
Being a developing country, there are more and more people having chosen
Vietnam as their destination, using English fluently to gain opportunities is
becoming more important than ever.
For several years at university, I realize that despite being English major
students, it is difficult for us to communicate with others. It might because we
spend a lot of time to study grammar, writing, reading without practice of
conversation. Thus, we can’t listen and respond to others while directly talking.
There is a fact that this problem mainly occurs in 1st year students of English
major, particularly at HPU. The reason for that is they don’t have chance to
practice frequently in upper schools. In a general educational program, the
speaking and listening ability in English of Vietnam students has been minimal
since students have little chance to practice speaking English in or outside the
classroom. Students respond to the teacher only when called upon and the
learning atmosphere is individualistic. Moreover, learning English in Vietnam is
a rote memorization of new words and sentence structure on paper.
Therefore, I conduct a study on ” Difficulties in communication of 1st year
English majors at HPU” with an expectation to help the students of Foreign
Languages Department at HPU, especially the first year English majors at HPU
improve their English communications in order to get a brighter future.
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2. Aims of the study
The aim of this study is finding out the main problems for students to
improve their communication skill in which the study focuses on the reality of
the first year English majors’ difficulties in English speaking and giving them
the suggestions for better communication.
3. Scopes of the study
– The subjects of this research are limited to first year students majoring in
English program, at Haiphong Management and Technology University. 23
students will be involved in of this survey.
– The instrument for the survey is a self- administered questionnaire. The
participants are asked to answer the questionnaire by themselves. The
questionnaire consists of both closed-ended and opened-ended questions.
4. Design of the study
The study include three main parts as follow:
Part 1: Introduction: includes the rationale to the study. It also includes
the aims of the study, the research questions, and the scope of the study. Next
the design of the study is also presented
Part 2: Development
The first are the definitions regarding communication, types of
communication, and the difficulties which students faced when communicating.
The next chapter focuses on the survey questionnaire by the first year
English majors at Haiphong Private University about attitude to English
communication which contains the survey questions, design and method, data
analysis as well as the finding and discussion.
The last chapter provides the solutions and recommendations given to the
first-years students in HPU to improve the English communicating ability.
Part 3: Conclusion: in this part, some limitations and suggestions for
further research are stated.
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PART 2: DEVELOPMENT
CHAPTER 1: THEORETICAL BACKGROUND
1. What is communication?
Definitions of communication have been taken a lot of attention and
concern from different researchers. There are several definitions on
communications
presented
in
language
learning
methodology.
The
communication consists in the transmission of a message through a channel (the
air, cell phone, printed or audiovisual media), between an issuing entity and
another receiver.
The key to effective communication is that the process is successful, that
is, that the message is transmitted and understood clearly by the recipient,
without misinterpretation or omission of information. Language (verbal, written
or gestural), in any of its forms, is the most common mechanism to transmit
ideas between two or more people.
All communications, intentional or not, have some kind of repercussion in
the receiver of the information. If the message is understood in its entirety, the
effect is usually the desired one.
Communication is a complex process oriented towards the action of
informing, generating the understanding in the counterpart and inducing some
type of response on the part of the receiver.
Those versed in communication have a fairly broad perception of the
subject, based on their experience. Five definitions of communication are
presented by some experts in the field:
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Alberto Martínez de Velasco and Abraham Nosnik:
” Communication can be defined as a process by means of which a person
is in contact with another through a message, and expects the latter of a
response, be an opinion, activity or behavior “-Alberto Martínez (1988)
“In other words, communication is a way to establish contact with others
through ideas, facts, thoughts and behaviors, looking for a reaction to the
statement that has been sent “- Abraham Nosnik (1988)
According to both Mexican authors, the intention of the issuer is to
modify or reinforce the behavior of the person receiving the communication.
That is, the act of communicating is carried out to receive something in return.
Fernando González Rey (1995) “It is a process of social interaction,
through signs and sign systems, product of human activities. Men in the
communication process express their needs, aspirations, criteria, emotions, etc.”
María del Socorro Fonseca (2000) “To communicate is to come to share
something of ourselves. It is a specific rational and emotional quality of man
that arises from the need to get in touch with others, exchanging ideas that
acquire meaning or meaning according to common previous experiences”
It is very difficult to define the term ‘Communication` in a simple way.
Different scholars defined communication in different ways. Every
communication involves (at least) one sender, a message and a recipient. This
may sound simple, but communication is actually a very complex subject.
The transmission of the message from sender to recipient can be affected
by a huge range of things. These include our emotions, the cultural situation, the
medium used to communicate, and even our location. The complexity is why
good communication skills are considered so desirable by employers around the
world: accurate, effective and unambiguous communication is actually
extremely hard.
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According to Oxford dictionary ”Communication, n. The imparting or
exchanging of information by speaking, writing, or using some other medium.
…The successful conveying or sharing of ideas and feelings.”
As this definition makes clear, communication is more than simply the
transmission of information. The term requires an element of success in
transmitting or imparting a message, whether information, ideas, or emotions.
A communication therefore has three parts: the sender, the message, and
the recipient. The sender ‘encodes’ the message, usually in a mixture of words
and non-verbal communication. It is transmitted in some way (for example, in
speech or writing), and the recipient ‘decodes’ it.
Of course, there may be more than one recipient, and the complexity of
communication means that each one may receive a slightly different message.
Two people may read very different things into the choice of words and/or body
language. It is also possible that neither of them will have quite the same
understanding as the sender.
In face-to-face communication, the roles of the sender and recipient are
not distinct. The two roles will pass back and forwards between two people
talking. Both parties communicate with each other, even if in very subtle ways
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such as through eye-contact (or lack of) and general body language. In written
communication, however, the sender and recipient are more distinct.
2. Categories of Communication:
There are wide ranges of ways in which we communicate and more than
one may be occurring at any given time. The different categories of
communication include:
2.1. Spoken or Verbal Communication, which includes face-to-face,
telephone, radio or television and other media. Verbal communication can also
be called as Oral communication. In very simple terms, any communication that
happens orally between people is known as verbal communication. The
objective of such communications is to ensure that people understand whatever
you want to convey. Because of its very nature, verbal communications is more
quick
and
precise
then
email
communication.
Nowadays,
Verbal
communication is an important aspect and is looked as a key strength in an
individual.
2.2 Non-Verbal Communication, covering body language, gestures, how
we dress or act, where we stand, and even our scent. There are many subtle ways
that we communicate (perhaps even unintentionally) with others. For example,
the tone of voice can give clues to mood or emotional state, whilst hand signals
or gestures can add to a spoken message.
2.3 Written Communication: which includes letters, e-mails, social media,
books, magazines, the Internet and other media? Until recent times, a relatively
small number of writers and publishers were very powerful when it came to
communicating the written word. Today, we can all write and publish our ideas
online, which have led to an explosion of information and communication
possibilities.
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2.4 Visualizations: is the transmission of information and ideas using
symbols and imagery. Visual communication is believed to be the type that
people rely on most, and it includes signs, graphic designs, films, typography,
and countless other examples.
3. Significance of verbal communication
Verbal communication is the use of words to share information with other
people. It can therefore include both spoken and written communication.
However, many people use the term to describe only spoken communication.
The verbal element of communication is all about the words that you choose,
and how they are heard and interpreted.
Communication is a two-way process. Communication is about passing
information from one person to another. This means that both the sending and
the receiving of the message are equally important. Verbal communication
therefore requires both a speaker (or writer) to transmit the message and a
listener (or reader) to make sense of the message.
Verbal communication refers to the use of sounds and language to relay a
message. It serves as a vehicle for expressing desires, ideas and concepts and is
vital to the processes of learning and teaching. In combination with nonverbal
forms of communication, verbal communication acts as the primary tool for
expression between two or more people.
Interpersonal communication and public speaking are the two basic types
of verbal communication. Whereas public speaking involves one or more people
delivering a message to a group, interpersonal communication generally refers
to a two-way exchange that involves both talking and listening.
According to Robert M. Krauss, professor of psychology at Columbia
University, signs and symbols are the major signals that make up verbal
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communication. Words act as symbols, and signs are secondary products of the
underlying message and include things like tone of voice, blushing and facial
expressions.
Verbal communication has many purposes, but its main function is
relaying a message to one or more recipients. It encompasses everything from
simple one-syllable sounds to complex discussions and relies on both language
and emotion to produce the desired effect. Verbal communication can be used to
inform, inquire, argue and discuss topics of all kinds. It is vital to teaching and
learning, as well as forming bonds and building relationships with other people.
4. Advantages of Spoken Communication
There is high level of understanding and transparency in oral communication as
it is interpersonal.
Quick and Fast
The biggest advantage of oral communication is that it is very quick in the
sense that one does not has to go through the lengthy process of communicating
through formal channels as one can convey the message directly to the person
for whom it is intended and get the result instantly.
Flexibility
Another benefit of oral communication is that it is very flexible because
superior can alter the oral order easily according to the feedback of their
subordinates but when it comes to written communication altering the written
order is a tough and time-consuming task.
No chance of Misunderstanding
Another advantage of oral communication is that chances of
misunderstanding are very less as one can clear his or her doubts instantly from
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the person who is giving the orders or instructions and therefore the
communication will be more effective in achieving the desired task.
Ideal for Groups
If one wants to communicate information to a large number of people
than oral communication is the only option as one cannot give communication
in writing to each and every person of the group.
5. Relevant skills for spoken communication
There are a large number of verbal communication skills. As having
remained above, communication has three parts: the sender, the message, and
the recipient, listening and speaking are the main way to implement this process
for basic spoken communication.
Listening is the ability to accurately receive and interpret messages in the
communication process. Listening is the key to all effective communication.
Without the ability to listen effectively, messages are easily misunderstood. As a
result, communication breaks down and the sender of the message can easily
become frustrated or irritated.
Speaking is the action of: conveying information or expressing one’s
feelings in speech, the activity of delivering speeches, communicating in a
specified language, conveying meaning as though in words. It plays an
important role in sending a message and replying when direct communication. It
affects the transmission of your message, and how it is received and understood
by your audience.
Besides two skills above, there many other necessary skills serving for
communication process such as non-verbal, grammar, vocabulary, organization
of ideas, pronunciation and so on.
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6. General difficulties in English communication
Vietnam’s traditional teaching and learning methods approach wrongly
compared to natural law. In schools from middle school to university, we often
focus on learning Vocabulary, Structure and Grammar principles but not
focusing on Listening and Speaking skills. This approach is only suitable for the
purpose of passing end-of-term exams, grade transfer or graduation exams in
class, but will not help you to communicate in English in real-life situations.
According to scientific studies, the process of learning any language
needs to follow the natural rules of Listening – Speaking – Reading – Writing.
We can easily visualize this rule when looking at how a child learns to speak. At
first, the child was in a state of complete hearing, the brain received new sounds
from people around. Going through a long time, the child will practice imitating
and repeating his words or being heard babbling and in the correct pronunciation
and intonation of the word. This is similar to reading and writing skills, after the
child recognizes all familiar sounds and words, it develops the ability to read
text and after the accumulation of vocabulary, how to use sentences will
advance to the ability to write at will. However, in the past, the teaching and
learning process in Vietnam’s education system mostly focused on forging 2
Reading and Writing skills for students and students and making it difficult for
them to face two Listening and Speaking skills. The main difficulties in English
communication faced by students are
Limited sentence structure and vocabulary
Many students find it difficult to learn communicative English because of
the limited vocabulary and sentence structure. Although according to the survey
results, there are many people who started to learn English from elementary
school, but until college, the vocabulary and sentence structure are still
relatively small. One thing we can easily see is that with the way of learning to
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record the vocabulary and structure many times that we often do, it is not
effective for memorizing and communicating.
Listening and pronunciation
The structure of English includes both vowels, consonants, accents and
intonation. The difficulty that students often encounter is not to click on stress,
speak without intonation. This hinders much in learning English for
communication. When listening to a native speaker pronouncing it correctly,
you cannot recognize it when you normally memorize the word in a completely
different way. And conversely, when you express the native speakers, you don’t
understand what you’re trying to say.
Psychology factors
Psychology factors create a huge barrier in the process of improving your
English communication skills. It often comes from a fear of being wrong, afraid
of making mistakes, a weak hearing ability that makes you shy, timid, and
hesitant when speaking English. However, this is a problem that comes from the
self-mentality, the knower is the one who opens the button, and you should be
more comfortable and positive in your thinking. When communication becomes
haunting, learning English for communication will become more remote.
No reaction in English
This is a common problem for students as well as communicative English
learners. When communicating, as well as writing articles, you often think in
Vietnamese before translating into English. This forms a bad habit that prevents
you from reflecting English well. You always have to spend time translating and
cannot remember good vocabulary. In addition, the translation phase makes the
conversation disconnected and shows your lack of confidence and
professionalism while communicating.
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CHAPTER 2: METHODOLOGY
2.1 The reality of learning and teaching English for the first year English
major students at HPU
2.1.1 The teaching staff
The teaching staff of HPU in general and the Foreign Language
Department in particular have high professional level and high sense of
responsibility. All the lecturers of Foreign Languages Department are not only
well- qualified, responsible but also very enthusiastic. Furthermore, they have
modern professional teaching style, they understand the students and they are
very friendly. Talking to the students and sharing their experience help both
teachers and students understand one another deeply and enhance the quality of
the lectures. One more considerable point is attending of foreign lecturers in
English classes. Students have chance to practice with the native speakers so
that they can speak English well if they know how to take those opportunities.
2.1.2 The students
The research was undertaken with the participation of students in Faculty
of Foreign Language. They age from 18. The subjects of the study were 23 first-
year students in ED from K22 when they were in the first semester of their
academic year at HPU. A large numbers of them have learnt English for 7 years
(4 years at secondary school and 3 years at high school). However, their English
backgrounds are quite similar because most of them come from different rural
areas in the North and under being influence of curriculum of English for high
schools students in the past, students did not have many chances to practice
English skills. They have not considered English as an important subject, only
focus on grammar mechanically to pass the exam, moreover they are very
passive in class, just stand up and take part in class activities when teachers call
their names. After a semester entering university and access to new teaching
methods, this situation continues with the majority of students. Thus, their
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English levels were limited and they have to face up with many difficulties in
studying, especially in their speaking. Consequently, a number of students
cannot speak English fluently. Therefore, a question raised here is what we
should do now to inspire in students the interests and motivation to improve
their English speaking learning.
2.2. The questionnaire
The questionnaires were designed both for students because the researcher
finds them easy to summarize and analyze the collected data. Questionnaires for
students consist of 12 questions which are specified in the three research
questions. Therefore, the survey questionnaires for students were delivered to 25
first-year students of K21 at Faculty of Foreign Languages, HPU to find
information for the three research questions.
The survey questionnaire is designed for 3 main purposes:
– Question 1-5, students were asked to illustrate their background
information.
– Question 6, 7 is for their attitude for the importance of communication.
– Question 8-12 are about the difficulties faced by students and suggested
solutions for them in term of communication.
2.3 Research methods
To guarantee the reliability and the validity of the samples, the
questionnaires for learners were directly distributed for learners of K22 during
their break time in the class and collected right away. That meant these learners
could pay most attention to answer the questions related to what they had just
experienced. Before asking the learners to do the survey questionnaire, the
researcher briefly stated the purpose and significance of the study and clarified
any misunderstanding about the survey questions. Beside the written
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instructions on the handout, oral the instructions and explanations in Vietnamese
were presented to avoid any ambiguity. In the end, there were 23 students
participating in giving responses to the survey questionnaire.
To collect information about the issues of English communication of first
year English major students at HPU, first of all, 25 copies of survey
questionnaires were handed out to students.
When the data collection was accomplished, the data analysis was
initiated. The results of survey questionnaires revealed students’ techniques they
use in communication most 30 copies of the questionnaire delivered to the
learners. The data are analyzed in this part of the study in the below tables and
charts which show the responses for the questions in the questionnaires.
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CHAPTER 3: FINDINGS AND DISCUSSION
To complete this part of the study, the researcher analyzed the data based
on questionnaires and then made conclusions. The figures are given through
charts.
3.1. DATA ANALYSIS AND FINDINGS
Chart 1. General Background of the Respondents
General background
Frequently Percentage
Gender
Female
8
35%
Male
15
65%
Total
23
100%
Experiences of learning
English
4-6 years
3
13%
7-10 years 15
65%
>= 10
years
5
22%
Total
23
100%
Have you ever had any
speaking tests?
No
21
90%
Yes
2
10%
Total
23
100%
Have you ever had English
communication course?
No
20
87%
Yes
3
13%
Total
23
100%
How often do you communicate
with foreigners?
1-2 times/
week
8
35%
3-4 times/
week
13
55%
More than
4 times/
week
2
10%
Total
23
100%
From table 1 it can be assumed that most of the respondents were female
(65%) whereas the rest were male (35%). Refer to the experiences of the
respondents, most of them were 7-10 years (75%). (22%) of the respondents
