How to Support ESL Speakers in the Workplace

Do you have ESL employees, or have you ever worked with someone whose first language wasn't English? Australia has a very multi-cultural population, with the number of English as a second language speakers steadily increasing. As of 2021, according to id Profile, 22.3% of Australians use a language other than English at home. ESL speakers can be a great asset in the workplace, bringing with them a unique set of skills and often a fresh perspective to the job. So, it is vital that we can properly support ESL workers to ensure their success in the workplace, as well as the success of the business.

Who is an English as a Second Language Speaker?

Meet Kosuke. Kosuke is from Japan and has been studying English for 6 months. He moved to Australia on a student visa only 3 months ago.

Meet Daniela. Daniela moved to Australia from Colombia when she was just 6 years old. She is an Australian citizen and has been learning English for 14 years.

So, who is the ESL speaker?

Both Kosuke and Daniela are ESL speakers. ESL speakers can look very different, with different backgrounds, different experiences and different English levels. But, both Kosuke and Daniela face challenges. This includes in the workplace.

Verbal

Let's go through some ways you can support ESL speakers in your workplace.

• Speak Slowly and Clearly: Avoid speaking too quickly or using complex vocabulary that may be difficult to understand. This is not only important when speaking with the ESL employee 1:1, but also in group meetings or presentations. Speaking slowly and clearly in all situations ensures that everyone in the room can understand.

• Don’t Shout: It is a natural response to speak louder if someone cannot understand what we are saying. But, the problem is often not the volume, and raising your voice can create discomfort. For ESL speakers, they may have to ask for clarification multiple times a day. Imagine being spoken to at a loud (almost shouting) volume several times throughout your work week. So, when clarifying or repeating what you said, remember to keep your voice a normal volume.

• Rephrase: If an ESL speaker doesn’t understand something, try expressing it in a different way with vocabulary that they are more likely to understand. For example, instead of saying 'Where can I find the report?', you could say 'Where is the report?'. It's a small change, but can make a big difference.

• Give Specific Feedback: Try not to just say 'You need to improve your English', because chances are, they already know they need to improve their English! Try to be more specific, for example 'You need to improve your email writing, particularly the structure of your emails and email greetings'. This communicates to the ESL employee exactly what they need do, and gives them something manageable to work on.

• Explain Important Expressions: When hiring a new ESL employee, provide explanations for terms that you use in the everyday operations of your business. To save time, you could write up a document with all of these terms and definitions to give new ESL employees. This means you only have to explain the terms once. Furthermore, it's handy to have a document like this anyway as a lot of new employees would probably benefit from this, not just ESL employees.

Non-Verbal

• Use Gestures: Use simple, universal gestures to supplement verbal communication. This can really help the ESL speaker to fully understand what you are saying, even if there are words they aren't able to catch.

• Nod: Nodding indicates understanding in a conversation. So when listening to an ESL speaker, try nodding your head. It shows the speaker that you can understand what they are saying and that they aren't making any mistakes. It also encourages the speaker and gives them confidence to keep going.

• Smile: A friendly demeanour can help ESL speakers feel more comfortable and encouraged in the workplace. Sometimes, it can be difficult for ESL speakers to pick up on nuance and emotion in English, especially in the workplace when things can be said very directly. Smiling reassures them that they aren't in trouble and haven't done anything wrong.

• Open Body Language: Talking to someone in a second language can be very daunting. Maintaining open and welcoming body language makes you more approachable, which in turn helps ESL speakers feel more comfortable to talk to you in English.

Other Ways to Support ESL Employees

• Provide Important Information in Writing: When possible, provide written instructions or information to supplement verbal communication. This allows ESL employees to revise the important information later and look up any words or phrases if needed.

• Promote Workplace Cultural Sensitivity: Whilst it's important for people in positions of authority, such as the manager, to be aware of the ways to support their ESL employees, it's also important for all staff members to create an inclusive workplace that respects and values cultural and linguistic differences.

• Be Open-Minded to Linguistic and Cultural Differences: If your ESL employee is demonstrating some unusual behaviour, stop and think about why. Perhaps there's a cultural difference that can explain their usual behaviour. This will help you determine the best way to approach the situation.

• Offer Supportive Channels: Ensure ESL speakers have access to someone they can talk to about any workplace issues they face.

• Provide Helpful English Learning Materials: Offer resources such as language courses, dictionaries, or online tools to support ongoing language development. You can send them emails with links to language learning websites (like this one!) that they can easily access when they need to.

Conclusion

ESL speakers can have different backgrounds, experiences and levels of English. But, they can all face problems in the workplace. Supporting ESL speakers in the workplace is not only about effective communication, but also about creating an inclusive and supportive environment where everyone can thrive. By implementing these strategies—both verbal and non-verbal—and promoting cultural sensitivity, organisations can enhance communication, productivity, and employee satisfaction among ESL speakers and their colleagues. Embracing linguistic diversity strengthens workplaces and contributes to overall organisational success. What's one way you support ESL employees or customers in your workplace? Let me know in the comments!