/0904 © Business & Legal Reports, Inc. BLR’s Human Resources Training Presentations Managing Non-English- Speaking Employees

/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

/0904 © Business & Legal Reports, Inc. Why This Issue Is Important More workers with limited English proficiency Global workforce Potential problems

/0904 © Business & Legal Reports, Inc. Language and Literacy Barriers Language barriers Literacy levels Consequences of language and literacy barriers

/0904 © Business & Legal Reports, Inc. 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

/0904 © Business & Legal Reports, Inc. Overcoming Language And Literacy Barriers (cont.) Explain written materials Use visual aids Ask for feedback Avoid technical terms

/0904 © Business & Legal Reports, Inc. Overcoming Language And Literacy Barriers (cont.) Create a buddy system Develop a language bank program Hire professional translators, when necessary Take a language course

/0904 © Business & Legal Reports, Inc. Benefits of Overcoming Language and Literacy Barriers Safer workplace Increased productivity Quality improvements Easier and more effective communications

/0904 © Business & Legal Reports, Inc. More Benefits of Overcoming Language and Literacy Barriers Better teamwork Better customer relations Improved morale Reduced turnover

/0904 © Business & Legal Reports, Inc. English-Only Rules Limited application Requirements when a rule is imposed

/0904 © Business & Legal Reports, Inc. English-Only Rules: EEOC Guidelines Title VII discrimination EEOC warning

/0904 © Business & Legal Reports, Inc. When English-Only Rules May Be Permissible Essential communications Safety Emergencies Cooperative work assignments

/0904 © Business & Legal Reports, Inc. Fluency Requirements Permissible if required for effective performance Avoid broad fluency requirements

/0904 © Business & Legal Reports, Inc. Training: Special Steps Speak slowly Choose simple words Use a translator, when necessary

/0904 © Business & Legal Reports, Inc. Training: Special Steps (cont.) Demonstrate and use visual aids Encourage participation Have employees practice new skills during the session

/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

/0904 © Business & Legal Reports, Inc. Safety Training Consequences of failure to adequately train OSHA guidelines

/0904 © Business & Legal Reports, Inc. Communicating Benefit Information Health insurance 401(k) and savings plans Other benefits

/0904 © Business & Legal Reports, Inc. Communicating Benefit Information (cont.) Provide information in the employees’ native language Explain the value of benefits Describe options Help employees complete forms

/0904 © Business & Legal Reports, Inc. Cultural Gaps: Religion Prayers Holidays Dress

/0904 © Business & Legal Reports, Inc. Cultural Gaps: Gender Roles Women and deference Men and deference Respect issues

/0904 © Business & Legal Reports, Inc. Cultural Gaps: Body Language Eye contact Personal space Shaking hands Touching Indicating “no”

/0904 © Business & Legal Reports, Inc. 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

/0904 © Business & Legal Reports, Inc. 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

/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

/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

/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

/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.

/0904 © Business & Legal Reports, Inc. 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.

/0904 © Business & Legal Reports, Inc. 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

/0904 © Business & Legal Reports, Inc. 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

/0904 © Business & Legal Reports, Inc. 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.

/0904 © Business & Legal Reports, Inc. 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.

/0904 © Business & Legal Reports, Inc. 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.

/0904 © Business & Legal Reports, Inc. 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.

/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.

/0904 © Business & Legal Reports, Inc. 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.