31511232/0904 © business & legal reports, inc. blr’s human resources training presentations...
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31511232/0904 © Business & Legal Reports, Inc.
BLR’s Human Resources Training Presentations
Managing Non-English-Speaking Employees
31511232/0904 © Business & Legal Reports, Inc.
Goals
Recognize potential language and literacy problems associated with managing non-English-speaking employees
Know how to overcome language and literacy barriers in order to manage and train these employees effectively
Realize the legal implications of English-only rules and fluency requirements
Understand and be able to bridge cultural gaps
31511232/0904 © Business & Legal Reports, Inc.
Why This Issue Is Important
More workers with limited English proficiency
Global workforce Potential problems
31511232/0904 © Business & Legal Reports, Inc.
Language and Literacy Barriers
Language barriers Literacy levels Consequences of
language and literacy barriers
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Overcoming Language And Literacy Barriers
ESL classes Deal with literacy issues Provide written
materials in employees’ native language
Aim materials at the right reading level
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Overcoming Language And Literacy Barriers (cont.)
Explain written materials Use visual aids Ask for feedback Avoid technical terms
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Overcoming Language And Literacy Barriers (cont.)
Create a buddy system Develop a language
bank program Hire professional
translators, when necessary Take a language course
31511232/0904 © Business & Legal Reports, Inc.
Benefits of Overcoming Language and Literacy Barriers
Safer workplace Increased productivity Quality improvementsEasier and more
effective communications
31511232/0904 © Business & Legal Reports, Inc.
More Benefits of Overcoming Language and Literacy Barriers
Better teamwork Better customer relations Improved morale Reduced turnover
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English-Only Rules
Limited application Requirements when
a rule is imposed
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English-Only Rules: EEOC Guidelines
Title VII discrimination
EEOC warning
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When English-Only Rules May Be Permissible
Essential communications
Safety Emergencies Cooperative
work assignments
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Fluency Requirements
Permissible if required for effective performance
Avoid broad fluency requirements
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Training: Special Steps
Speak slowly Choose simple words Use a translator,
when necessary
31511232/0904 © Business & Legal Reports, Inc.
Training: Special Steps (cont.)
Demonstrate and use visual aids
Encourage participation Have employees
practice new skills during the session
31511232/0904 © Business & Legal Reports, Inc.
Training: Special Steps (cont.)
Use feedback to confirm comprehension
Provide handouts in the employees’ language
Follow up on the job
31511232/0904 © Business & Legal Reports, Inc.
Safety Training
Consequences of failure to adequately train
OSHA guidelines
31511232/0904 © Business & Legal Reports, Inc.
Communicating Benefit Information
Health insurance 401(k) and savings plans Other benefits
31511232/0904 © Business & Legal Reports, Inc.
Communicating Benefit Information (cont.)
Provide information in the employees’ native language
Explain the value of benefits
Describe optionsHelp employees
complete forms
31511232/0904 © Business & Legal Reports, Inc.
Cultural Gaps: Gender Roles
Women and deference Men and deference Respect issues
31511232/0904 © Business & Legal Reports, Inc.
Cultural Gaps: Body Language
Eye contact Personal space Shaking hands Touching Indicating “no”
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Review
Don’t assume understanding Use simple language Provide written materials in employees’
language Target appropriate reading level Use visual aids Create a buddy system
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Review (cont.)
Take a language course Use a translator, when necessary Be careful with English-only rules and
fluency requirements Take language and literacy barriers into
account when training Be sure employees understand benefit options Be aware of cultural differences
31511232/0904 © Business & Legal Reports, Inc.
Goals
Recognize potential language and literacy problems associated with managing non-English-speaking employees
Know how to overcome language and literacy barriers in order to manage and train these employees effectively
Realize the legal implications of English-only rules and fluency requirements
Understand and be able to bridge cultural gaps
31511232/0904 © Business & Legal Reports, Inc.
Summary
Communicating effectively with non-English-speaking employees has a broad impact on your department and the overall competitive success of the organization
Take appropriate steps to overcome language and literacy barriers
31511232/0904 © Business & Legal Reports, Inc.
Summary (cont.)
Make a special effort to be understood when training employees
Explain benefit options clearly and help employees fill out forms
Also be sensitive to the fact that employees who speak a different language may also come from a very different culture
31511232/0904 © Business & Legal Reports, Inc.
Quiz
1. The number of non-English-speaking employees in the U.S. workforce is _________________ (increasing/decreasing).
2. In addition to not speaking English well, some employees may also have problems reading in English or even in their own language.
True or False
3. Identify three steps you can take to overcome language and literacy problems.
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Quiz (cont.)
4. Employers may require employees to speak English in the workplace at all times with no exceptions. True or False
5. Identify three special steps you can take to improve comprehension when training non-English-speaking employees.
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Quiz (cont.)
6. People who speak different languages may also come from cultures with very different traditions.
True or False
7. Identify three steps you can take to communicate information about benefits more effectively to non-English-speaking workers.
8. Cultural differences in gender roles usually aren’t a problem for non-English-speaking employees or their co-workers. True or False
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Quiz (cont.)
9. Identify three benefits of making an effort to overcome language barriers and communicate more effectively with non-English-speaking employees.
10. Companies can choose to hire only job candidates who are fluent in English if they wish.
True or False
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Quiz Answers
1. The number of non-English-speaking employees in the U.S. workforce is increasing.
2. True. These employees may have literacy problems as well.
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Quiz Answers (cont.)
3. To overcome barriers, encourage non-English-speaking employees to take ESL classes, deal with literacy problems, provide written materials in employees’ native language, make sure written materials are aimed at the right reading level, explain written materials clearly, use visual aids, ask for feedback to confirm comprehension, avoid technical terms, create a buddy system, develop a language bank program using your own bilingual employees, hire professional translators, when necessary, and take a language course yourself.
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Quiz Answers (cont.)
4. False. You must have a good business reason such as safety or efficiency for imposing such rules, and employees should be allowed to speak their native languages at times when these reasons do not apply, such as during breaks, in the cafeteria, etc.
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Quiz Answers (cont.)
5. When training these employees, speak slowly, choose simple words, use a translator, when necessary, demonstrate and use visual aids, encourage participation, have employees practice new skills during the training session, use feedback to confirm comprehension, provide handouts in the employees’ native language, and follow up on the job.
31511232/0904 © Business & Legal Reports, Inc.
Quiz Answers (cont.)
6. True. You must expect cultural differences as well as language issues.
7. When communicating benefit information, provide materials in the employees’ native language, whenever possible, explain the value of benefits, describe the options thoroughly, and help employees complete forms, if necessary.
8. False. Cultural differences in gender roles can cause misunderstandings and conflicts. You must understand and be sensitive to these differences.
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Quiz Answers (cont.)
9. Benefits of overcoming language barriers may include a safer workplace, increased productivity, quality improvements, easier and more effective communications, better teamwork, better customer relations, improved morale, and reduced turnover.
10. False. Fluency requirements are generally permissible only if required for the effective performance of the position for which they are required.