There is a growing dilemma in business—the inclusion of foreign or dialectical speakers. What looks good on a resume can lead to a frustrating scenario when communication goes wrong.
A thick or a regional accent can be unnerving if you’re not used to hearing it. How many times have you met and talked with someone, only to leave, and think “I couldn’t understand a word they said.” My guess is more times than you can remember.
A growing trend for business owners is the “search and seizure” of employees outside of the U.S. They resort to a “brain power—brain drain” mindset. They look outside their company for a qualified person when they can’t find someone from within it. While this is good in theory, it is frustrating when communication enters the picture.
The business owner is happy to have someone who can do the job. What they’ve forgotten is their responsibility in maintaining a good business standard, namely, communication that is effective and something that we all understand. In some cases, a person who doesn’t “communicate” a company’s image can lead to a loss of revenue or clients.
Businesses can learn a lot from the trends in the public schools. The school systems have been faced with a similar situation. Their game plan is universal. Federal laws are in place to mandate a free education for children. A part of this plan is the inclusion of bilingual or ESL (English as a second language) classes to provide support for their lack of language. These programs are consistent with safeguards. When a student progresses, the curriculum reinforces more English. The result is a foreign speaker who can speak English. What a concept!
Unfortunately, there are no programs in place to address this growing need for businesses. You can turn on “60 Minutes” and see a great television piece on a company’s decision to outsource (e.g., Dell Computers, America Online) to promote better business. The underlying problem is a lack of consistent training to improve communication. (Pay attention to the word consistent.) Case in point: calling a technical support line for your computer only to get someone in Bombay, India who has minimal training in the English language.
How can businesses address this growing dilemma? Here are some suggestions:
1) Understand that the inclusion of foreign and dialectical speakers at work will not change. As long as there are jobs, there will be qualified people who will apply and get them. If (even on a subtle level), you’re found to discriminate against them because of a language barrier, you face a lawsuit.
2) Incorporate cultural sensitivity training as part of your company’s staff development. This would open the doors for discussion. Hearing employee concerns (both pro and con) would give employers a chance to plan for immediate and future needs. This needs to be ongoing and a part of the corporate structure. In addition, it needs to be taught and reinforced by someone who understands the “approach” to a culturally sensitive situation. Not all corporate trainers understand this.
3) Ongoing classes that address effective communication.
4) Ongoing classes that address accents or foreign dialects. Accent modification classes help the foreign speaker improve speech delivery, while reducing a thick accent which interferes with it.
5) Understand that a foreign or dialectical speaker can help business. Nothing helps a situation more than someone who understands what is under the surface. If you feel vulnerable with a foreign situation, doesn’t it help when someone walks you through it? An employee who knows how to turn his accent or dialect on or off (to promote business) is smart and marketable. A culturally diverse demographic, with a rich market, is not something to ignore.
Promote your business with these programs and watch a change in employee motivation.
Bob Roza is president of Integrative Speech, Inc., in Westchester. Contact him at 708-531-8002 or through the Web site (changeyourspeech.com).