Learn It

Documents can be challenging for many people, especially those new to Canada. Even those who speak English well may find reading and understanding written documents difficult - particularly if they haven’t had much experience working with formal documents before. Features like tables, rows, columns, headings, and lists may require some training, especially for those starting their first job in a new environment. It is important to not assume that everyone is familiar with certain formats, processes, or numerical tasks. Taking time to explain documents clearly, and simplifying them where possible, can make a big difference. This helps build confidence and ensures everyone can engage with the information effectively.

Literacy Learners

Did you know that some newcomers may  not have had the chance to work or go to school before coming to Canada?

If it's someone's first opportunity to learn in a work or school environment, they are often referred to as "literacy learners". Additionally, someone can be fluent in a spoken language without being literate in it, as literacy often requires formal education. Emails, signage, and written policies may be difficult for these individuals to work with.

Simplified Documents

Simplifying written materials using plain language and bullet points can make a big difference at work for everyone, not just newcomers.

Using "Simplified Policy English" means creating documents that are inclusive, concise, and accessible. A document can’t keep anyone safe if they can’t understand it, and a document can’t speed up work if it’s hidden in a binder away from work. 

One of the easiest ways to improve communication is by using simple, clear language instead of complicated or overly formal words. Official-sounding language often doesn’t match how people normally speak.  A person who’s new to speaking English may not be familiar with words like mitigation, compliance, or authorized, but it’s still important that documents explain these ideas clearly to keep everyone safe.  Since the greater public won’t have access to internal documents, creating documents that work, even if they look less “professional” is a great way to communicate key messages to employees. When in doubt, check for comprehension, either in writing or by using a comprehension check question during training.

Alphabet Differences

 Only about 30% of the world’s languages use the Roman alphabet (A–Z)—so for many newcomers, reading English means learning an entirely new writing system, not just new words!

Anecdote

Julia took lots of extra time training Juan. They went over the industrial curing process in their powder coating company both using documents, and directly shadowing and demonstrating the process in detail. To both of their dismay, the first batch of parts that Juan cured by himself didn’t turn out. Looking through all the documents revealed that Juan did everything correct, except the temperature in the industrial ovens was incorrect. While the document instructed to cure the powder coating at 200°, it did not differentiate between Fahrenheit and Celcius, and when Juan imputed the temperature on the oven, he chose the wrong scale. Mistakes happen; ensuring documents are as clear as possible can mitigate them.

Using cohorts and integrating a second work language can be a very successful strategy. Many companies tend to gain momentum with hiring newcomers that share a common language. By way of referrals and ease of communication, groups of the same language speakers tend to grow in a given company. In cases such as this, there is nothing wrong with translating a document into common languages used at work. Although these language cohorts are very successful ways of integrating newcomers, something to watch for is the practice of safety procedures in English, and the communication of hazards or risks in English. All members of the company should be aware of essential information, and all information should be communicated in English as well as the other languages being integrated. If one language group at work is identifying and discussing hazards, while excluding another, it’s possible that essential information can remain uncommunicated.  

It should be mentioned that not all unclear documents are a result of the language used. Using bullets, graphics and other organizational tools will help people quickly scan a document and get the information they might need from it. Too often, a document will list a bunch of tasks without including instructions. Where you can, keep instruction documents near any operating documents at work, or better yet, post them on the wall where they will be useful. For example, the best place for cleaning instructions is next to the machine that they refer to. 

If a document refers to many different locations at work, such as a time/temp log for a restaurant with many refrigerators, the locations should be made clear during training, and supported with documents that explain where each location is, as well as the process for taking the temperature. Common mistakes in thermometer usage should be outlined, and employees should understand where to find these supporting documents. In the past, generating these simple documents represented a lot of work, but with generative AI and the hands on knowledge of the instructions involved, companies can generate these supporting documents very quickly. 

Creating documents and training employees can be challenging. Here’s a checklist to help develop documents and training that keep best practices for working with Newcomers in mind: 

Mini Audit

Do you avoid using official vocabulary like “tardiness,” “adherence,” or “protocol” where you could use simpler, plain English?

Do you avoid large blocks of text by using bullet points, headings, or white space to make things easier to read?

Do you include visuals, icons, or diagrams to help explain instructions or safety procedures?

Do you translate key documents or provide summaries in languages commonly spoken by your team?

Do you explain workplace-specific terms, acronyms, or cultural references that may not be familiar to newcomers?

Do employees have designated time to understand the employee handbook or important documents during onboarding?

Are employees guided through the documents that directly relate to their job or tasks?

Are documents like cleaning or safety instructions posted clearly near the equipment or area they refer to?

Do you test or review important documents with someone who has similar language needs to ensure clarity?

Do you write dates and times in an easy-to-read format like “April 3, 2025” instead of 03/04/25?

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Speaking and Listening vs. Reading and Writing

Someone may be able to speak a language without being literate in that language. Literacy involves the ability to read and write in a language, and often only comes about with some kind of formal education. This is why translated documents might not fully communicate their meaning to workers. A worker may not be able to read and write in English, or even in their native languages based on their education. Checking in with someone's essential skills can help you evaluate how effective they can communicate at work: AWES Essential Skills Assessment

Spoken Lanugages

There are over 7,000 languages spoken in the world, but only around 100 have a large written tradition—so it’s completely normal for someone to be fluent in their language without ever having written it down. For example, many Indigenous languages or rural dialects are passed on orally.

Mistakes

Give Newcomers the benefit of the doubt when they make mistakes. Many writing systems might have odd quirks that look different to an English eye, like the lack of capitalizing months or days of the week in French.

Reflect On It

Reflect on the sample tardiness protocol below. Would a newcomer clearly understand it without explanation? 

Tardiness Protocol

Punctuality constitutes a fundamental expectation under the terms of employment, and recurrent deviations therefrom shall be construed as a breach of professional obligation. Employees arriving subsequent to their scheduled commencement time without prior notification and documented extenuating circumstances may be subject to progressive disciplinary interventions, pursuant to the Procedural Corrective Framework outlined in Section 3.2 of the Human Resources Compliance Codex. Chronic or egregious infractions may warrant formal reprimand or culminate in termination of employment. Notwithstanding, personnel retain the right to submit mitigating documentation in accordance with the Temporal Disruption Justification Protocol (TDJP) within the designated timeframe post-incident

Use the flip cards below to check your answers. Did you catch all the areas where this protocol may be difficult for a newcomer to understand?

Produce It

Choose one policy or on boarding document and revise it using plain language principles:

• Break information into clear sections
• Remove or explain jargon and acronyms
• Use bullet points for clarity