Learn It

Communication with newcomers may seem to be a big hurdle, but using specific strategies to help make speaking and writing clearer at work will help everyone in your business. Clear communication helps everyone succeed—but jargon, idioms, and complex documents can create confusion. 

Use plain language and common words. Pause and listen during instructions, and make sure that those that are new to hearing your language have a chance to understand everything that was said. If it appears that someone doesn’t understand, slow down, speak clearly, or try saying instructions in a different way. 

Even fluent English speakers may struggle with unfamiliar workplace terms. Think about PPE and SDS. These acronyms may be common knowledge amongst Canadian workers, but someone new to the workplace may struggle to understand. Now imagine if a whole language was new. Having to learn a new word for every word is already a daunting task without adding additional words like acronyms. Things that may not be thought of as workplace jargon are commonly the most difficult for people to adapt to, because the understanding of their meaning is taken for granted.

Acronyms

Did you know that even fluent English speakers can struggle with unfamiliar workplace terms and acronyms, like "PPE" (personal protective equipment) and "SDS" (Safety Data Sheet), making it essential for employers to break down and clarify important terms?

Idioms can be sneaky. You probably use them often in your day to day. Take a look at how it might feel for someone that wasn’t raised around them:

It may seem like nonsensical communication when looking at idioms in different languages, but this way of speaking is a large part of daily communication, and has a unique way of finding its way into workplace communication. The following paragraph is a great example of a completely understandable way of speaking when interacting with native speakers, and an extremely difficult way of communicating with language learners: 

“Alright team, let’s not beat around the bush—we’re up against the wall here. If we want to knock this project out of the park, we’ve got to get all our ducks in a row and hit the ground running. I know it feels like we’re herding cats, but we’ve been burning the midnight oil for weeks, and it’s do or die now. Let’s not throw in the towel—we’ve weathered worse storms. So let’s bite the bullet, circle the wagons, and give it 110%. If we play our cards right, we’ll come out of this smelling like roses.”

Combined with language learning, Idioms can really “throw a wrench” in comprehension.

Slow Down

The speed at which a person speaks can make a huge difference in communication. Try slowing down.

Giving Instructions

It’s common for employers to struggle with communicating instructions to Newcomers. There are lots of reasons for disconnects with language learners and those that are new to Canadian workplace culture, but some of the main issues involve the way of speaking, the instruction process, and the opportunities given to ask questions or clarify. 

For someone that’s new to the language, it’s very difficult to know when it’s okay to ask questions. While it is often acceptable to ask questions from a supervisor, many people feel shy or worry about their job security if too many questions are posed. When someone doesn’t understand all the words or ideas being shared, it’s easy for them to just nod and agree, even if they’re unsure. Newcomers might take the risk of guessing or doing something wrong because they don’t want to bother others with questions. To help Newcomers settle into life in Canada, it’s important to make them feel comfortable asking questions. Let them know that asking a question is better than making a mistake, and that it’s always okay to ask for clarification at work.

Canadianisms eh?

Consider Canadianisms and unique Canadian communication  when communicating with newcomers. Saying “sorry?” instead of “please repeat that” is a very unique way that Canadians talk. In turn, responding “I’m good” instead of “no thank you” might confuse newcomers.

One essential strategy for delivering instructions is using open questions instead of closed questions, as well as comprehension check questions. An open question is something that can be answered many different ways, while a closed question is generally a yes or no answer. Here are some examples:

Remember that closed questions are fast, but can be problematic, open questions are good when you have trust built, and comprehension check questions are best for training.

The worst closed question you can ask is “do you understand”. If they don’t understand but think they do; you’re in trouble. If they don’t understand but aren’t sure they do; they may answer yes out of embarrassment. Either way, “do you understand” is one of the worst ways to ensure that instructions are received, right behind not asking any question at all. 

Open questions take longer to answer, but they also help you understand the level of understanding someone has. In some cases, someone with low English may even answer an open question with a yes or a no, in which case you can clearly see that more explanation is needed, since they demonstrated that they didn’t understand. 

Comprehension check questions take this idea to a new level. These questions always reveal how much someone understands from the instructions given to them. The simplest form of this question is to ask someone to repeat back the instructions given to them. If asked to wear gloves and goggles for a task, the instructor can follow up with “okay, what two things will you wear when you do this?”. This form of checking with employees feels difficult at first, but very quickly builds trust and understanding. The awkwardness of asking if someone understands goes away quickly, and it prevents a much worse awkwardness of someone not having the confidence to communicate, or the understanding of how to do their job. 

One of the simplest ways you can ask a comprehension check question is to ask somebody to reiterate or paraphrase what you just said, but asking directly necessary questions can also get the job done. If someone needs to put  paint can on the 3rd shelf for example, a reasonable comprehension check question would be: “Where will you put the paint can?”. Hearing them describe instructions back can clearly show where there might be some grey areas or misunderstandings in communication.

Avoid Jargon and Take Your Time

Sometimes failing to invest in training can end up causing more work. For example, Liam trains new painters as quickly as he can. His instructions are clear: “Just crank the PSI to around 90, make sure your HVLP setup is good, keep the nozzle moving or you'll get orange peel. Don’t forget to backroll the primer or it’ll fisheye.” He is consistently frustrated with the quality of work he sees from his new workers, and considers further training a waste of his time, since he needs to touch up his new hires work after each coat of paint.

Reflect On It

Have you ever had a miscommunication with someone that speaks a different language? What comprehension check question could you use to solve that misunderstanding. 

Produce It

Design a short checklist for supervisors to use during one on one meetings with newcomer staff. Consider including things like paraphrasing, using simple words, and waiting before responding.