Whether the issue is as minor as an accent or as major as a wholly foreign dialect...

Ellias Appel
Ellias Appel | 8 Aug 2019

Ten year ago we were servicing about 70 languages. That number has swollen to around 150! Whether the issue is as minor as an accent or as major as a wholly foreign dialect, we know that more of you are bumping up against language barriers in your workplace.


So here are our Top Ten Tips to help you break through barriers and emerge, like the phoenix, reborn! (or maybe you’ll just learn how to communicate better with a diverse range of people)

 

1. Use Plain Language

This seems stupid simple, but guarantee you are as guilty of it as I am. Whether you’re interacting with someone who speaks English as their secondary (or tertiary) language, or trying to convey one of those problems that drip with jargony terms to your non-technical workmates, we should all get in the habit of using plain English language whenever possible. Yes, using large, mul-ti-syll-a-bic words makes you sound smart, but you’re going to feel pretty silly if you need to repeat those words 3 times, and then explain their meaning. Keep your conversations like unbuttered toast: plain and simple.

 

2. Consider Easy English

There is a growing trend amongst groups engaging with diverse cultural groups, and those with low literacy, to produce versions of documents in Easy English. This is a style of writing which uses everyday words, simple sentences and images to support the messages. It is different to plain language and incorporates the layout of information on a page (large font, lots of white space). We are seeing more clients who are pursuing this style of writing as a supplement to their more traditional T&Cs and legalese laden documents.

 

3. Speak slowly and clearly

Like my Nana used to say to me “You’re speaking too fast!”, and you probably are too. Slow it down and annunciate. You may be communicating with someone who speaks English fluently, but that doesn’t mean they can clearly understand your excitedly blurted words. 

Take a page from Audrey Hepburn, and speak your words clearly.

 

 

 

4. Professional Development (PD)

If your industry sector is highly technical, filled with jargon, acronyms and abbreviations, you may consider PD something inward facing. Often, capacity building and staff skilling-up are focussed on your internal processes, and not your customer interactions. Creating a culturally responsive workplace means educating not just your customer facing staff members, but also those who interact with culturally diverse workers. Lessons should include awareness of culturally sensitive issues (such as gender relations), as well as language and literacy deficits which may contribute to confusion when discussing certain topics (such as Family Violence, or financial literacy).

 

5. Use graphics effectively

Like the saying goes, ‘A picture paints a thousand words’. It may seem counter-intuitive for a language services company to advocate for images rather than text, but if you are going to effectively communicate some concepts, you can’t beat imagery. It is especially important when you are translating documents that they are correctly reformatted so that graphics are correctly aligned with your text.

 

6. Repetition

Scientifically, people need to learn something more than once to build a solid recall. For this reason it’s important that repetition of key concepts is a core element of your communication framework. While the jury may be out as to whether it’s best to repeat verbatim, or to alter messages slightly in each repetition, from a customer engagement perspective each has their place. Your core messages should be repeated verbatim (for example “If pain persists, please see a doctor”), but your core concepts may be altered to avoid boredom and disengagement by your audience (for example we use two different phrases in our content “Language and literacy are no longer barriers” and “Language and literacy are no longer a barrier to communication”).

 

7. Repetition

See Step 6 above.

 

8. Be patient and respectful

 

The person you are communicating with is having the same difficulties as you, just from the other side. Try not to get frustrated. If the tables were turned, you’d want to be shown patience and compassion. So, do unto others.

Speak carefully and naturally, clearer not louder.

 

 

 

9. Engage a translator

It may be shocking to learn that even amongst highly educated industries such as healthcare and law, there still exists a portion of practitioners that resort to bilingual staff or family members, rather than suitably trained, independent professionals.

Every document that you deem important to your customers should be translated by a qualified team. In some cases it is even appropriate to perform Independent Checking to safeguard against errors in the translation.

 

10. Enlist interpreters

Even reasonably proficient ESL speakers may experience anxiety when speaking English. Do not hesitate to engage with interpreters when it is appropriate for the customer’s experience, and to ensure a positive outcome for your interaction.

 

11. Upgrade your content

 

Video didn’t kill the radio star! Audio still has pride of place as a useful tool to enhance the effectiveness of your documents and improve understanding for low-literacy cohorts. In fact research points out that multilingual audio actually encourages better outcomes for ESL customers.

We developed our LiME Multilingual Messaging to specifically fill this gap in language services by repurposing existing written documents, and creating pre-recorded audio for customer engagements.

 

Hopefully you’ve picked up a trick or two, and can navigate your next cross-language engagement with confidence and capability.

 

 

Research points towards the use of audio-recorded content supplementing existing materials for patients/customers with limited English proficiency.

 

Background

Parents with limited English proficiency (LEP) demonstrate lower comprehension of discharge instructions. A study was conducted to (1) determine the feasibility of providing a greeting card with language-specific, audio-recorded discharge instructions to LEP parents; (2) describe use of and satisfaction with the cards; and (3) evaluate card effect on instruction comfort with home care and comprehension.

Methods

LEP parents of children undergoing day surgery from April to September 2016 were eligible. Participants were randomized to usual discharge instructions, or usual instructions plus a three-minute card with language-specific audio instructions that could be replayed repeatedly. Parents were surveyed by telephone two to seven days postdischarge to assess card use and satisfaction, comfort with home care, and discharge instruction recall (medications, home care, follow-up, and return precautions). Parent-reported instructions were compared to instructions in the medical record; concordance was determined by two blinded reviewers. Due to difficulty achieving recruitment goals, analysis focused on feasibility and acceptability.

Results

Of  83 parents enrolled, 66 (79.5%) completed the follow-up survey. Most had not completed high school (61.0%) and spoke Spanish (89.2%). Parents reported high satisfaction with the card (4.5/5 for ease of use, helpfulness, and understandability). Ninety-four percent shared the card with others, and 45.2% reported listening > 5 times. Besides reviewing the care instructions generally, parents reported using the card to review medications and engage others in the child’s care.

Conclusion

Providing language-concordant, audio-recorded discharge instructions was feasible, and parents reported high satisfaction with and frequent use of the cards with multiple caregivers.

 

Read more: https://www.sciencedirect.com/science/article/abs/pii/S1553725018301600

 

 

Language is the link between behaviour and outcome

Ellias Appel
Ellias Appel | 25 Jun 2019

Strategic Justification

A few months ago, the Daniel Andrew led Victorian Labor Government committed to find “$1.8 billion in savings, which amounts to 4 per cent of its [public service] resources [spending]“. This is an interesting amount, because 4% seems like such a pithy number… and then you realise that we’re talking in the billions and you need to adjust the scale of your perspective.

One of the fascinating elements in finding these savings is that there is often a metric of change which blows that 4% out of the water. For example, we recently tendered for a project aimed at changing patient behaviour for after-hours medical treatments. In a study performed by Deloitte in 2016, they identified that:

“The lowest cost pathways for patients seeking after hours primary care are extended and ‘after hours only’ clinics ($93) … Emergency departments [are] the most expensive [pathway] at $1,351 if arriving by ambulance (or treated and not transported) and $368 if self-presenting.”

To put this in perspective, the inappropriate use of Emergency Departments (i.e. non-critical presentations) significantly impacts the capacity of the healthcare system, as well as incurring costs of 4-14 times their primary health care equivalent. These behaviours are often a consequence of a complex series of factors, but in the case of Culturally and Linguistically Diverse patient groups, there is often an underlying health literacy deficit, specifically regarding awareness of health services.

Census data suggest a strong likelihood of underlying poor literacy and poor English language abilities in the CALD community, and this may additionally be stymieing the effectiveness of traditional campaigns and resources to effect change in the consumer decision making process for these groups. Consequently, creating engaging content and positively impacting on the customer experience is not as simple as translating written materials.

As shown in a research study we recently posted, audio can be the ‘missing link’ in effective engagement for groups with poor English language ability. Additionally, because of varying cultural trends in navigating power-dynamics, it is also important to ensure that your content is assessed for cultural appropriateness and translated by an appropriately qualified professional.

We encourage organisations that are seeking to engage with CALD groups, whether on a large scale (geographically or in population terms) or in highly targeted niche interactions, to explore data rich engagement options, such as online audio delivery, trackable links, IP geolocation and other related options.

Customer engagement is crucial to improving health literacy outcomes, but the same is true for other preferred behavioural outcomes you are trying to instil in your audience. Language informs effective communication within both marketing and resource development, and this is ultimately the linkage between your messages, and the customer outcomes you are pursuing.

 

Showcasing the Telehealth Training Process

All Graduates
All Graduates | 11 Jun 2019

All Graduates was invited to showcase at the Language Services Innovations Grants Forum at Foundation House last week. There were over 30 guests in attendance from various healthcare and language services providers. Our CEO Ismail Akinci was also in attendance.

Our video interpreting coordinator Mikaela was invited to demonstrate how we train and prepare our interpreters for telehealth consultations – an innovative method of providing languages services which is improving public hospitals’ access to professional interpreters. Well done Mikaela!
#languageservices #telehealth #CALD

 

All Graduates
All Graduates | 8 Apr 2019

Australia’s population is booming, with migrants of all types coming to our shores from all corners of the globe. Whilst this makes for a vibrant and diverse society (not to mention an expansive list of takeaway food options), it has also introduced complexities in the operations of public and private sectors. A growing CALD population (possibly struggling with low literacy in their native language), regulatory, ethical and cultural obligations – all of these have made the simple, much less so.

One of the areas in which we are regularly called to engage with our clients is that of operational efficiency. We produce a copious number of reports and analyses for government departments and companies, describing the interface between organisations and non-English speaking clients. We are often the catalyst for the introduction of technologies to enhance this interface, and also to improve the underlying systems with which an organisation may facilitate that interface.


The LiME Multilingual Messaging system evolved from the need to decrease communication barriers, and improve operational efficiencies for businesses and organisations. It has been designed as a sophisticated but easy-to-use tool to facilitate engagement with non-English speaking customers and those with literacy challenges.

 

“From the moment a non-English speaking client walks into your office, the challenge you face is the balance between meeting their needs with the inherent cost and complexity of doing so.”

 

A few years back we were introduced to a multilingual telephone message line (IVR) thanks to a looming Australian Electoral Commission tender. This inelegant proposal planted the seed which we grew into a platform-agnostic messaging system. While the phrasing may be unfamiliar, in practice this is what you do every day – you send your messages on whichever communication platform is available, appropriate or convenient. Whether you are using the web, social media, chat apps or calling an information line, the platform is irrelevant. The ​message ​is the crucial component.

Through a continuous and innovative development process, and ongoing input from our clients (and a Melbourne appropriate volume of coffee consumption), LiME was developed to offer holistic solutions to organisations engaging with CALD groups without sacrificing operational efficiencies.

 

LiME multilingual messaging system
– it ain’t just a member of the citrus family

Extensive research has shown that language barriers cause anxiety and create obstacles for non-English speakers to both engage with society at large, and access services in general. We very often see that our increasingly information-driven economy results in increased workloads and reduced efficiencies when interpreters are utilised in one-way communications. Additionally language translation services, while fundamental to ensuring the proliferation of an equitable society, are not only impacted by low literacy rates among non-English speakers, but also among the general Australian population. In spite of this knowledge, it never occurred to us until we started engaging with our clients just how transformational our LiME system had the potential to be.

 

Technology offers many benefits to language services

We understand the importance of message parity. Whilst AI technologies such as Google translate and Siri are handy day-to-day tools, they are not adequate for use in business and government communications. We recently had this exact issue raised with us by one of our private school clients, as well as the Project Manager of a pilot DHS program. LiME addresses this issue by drastically reducing the risk of miscommunication while improving access to information. We are currently working with multiple organisations that are using this system to reduce the burden on language service teams when communicating repetitive messages, while simultaneously improving access to appropriate language communications for their increasingly diverse clients.

We consider LiME as an adjunct to interpreter services, offering improved efficiencies in one-way message delivery, prior to hand-off to an interpreter if it becomes necessary. We know anecdotally and through our own internal reviews that there are often issues in communication parity when involving interpreters for “real-time translation” of complicated language documents (medical, legal or statutory). Our clients consistently point towards LiME offering immense potential in resolving these issues.

 

“LiME utilises multi-platform technology to create meaninful, comprehensive communications where and when you need them. Discover how it can work for you.”

 

All Graduates
All Graduates | 20 Feb 2024

Good communication skills are essential as we interact with a diverse range of individuals, including non-English speaking clients. Assessing the effectiveness of communication may be difficult to measure, yet its undeniable impact resonates powerfully.

What Is Effective Communication?

Effective communicators possess a distinct style characterized by clarity, empathy, and adaptability. They articulate their messages with precision, ensuring that their audience comprehends the information easily. Moreover, they demonstrate empathy by understanding the perspectives and emotions of others. 

Active listening is a cornerstone of their approach, as they attentively engage with speakers, validating their viewpoints and signaling genuine interest. By actively listening, effective communicators create an environment conducive to meaningful dialogue and collaboration, ultimately enhancing understanding and achieving shared goals.

Understanding Non-English Speaking Backgrounds

Individuals from non-English speaking backgrounds access information from various sources using diverse strategies tailored to their linguistic preferences and cultural contexts. They often rely on multilingual platforms, such as bilingual websites, newspapers, or community forums, to obtain information in their native language.

Additionally, they may utilize translation and interpreting services to navigate content available in other languages. Social networks within their communities also serve as valuable channels for sharing and disseminating information. 

All Graduates NZ - Translation and Interpreting Services

Digital communications offer immense value for individuals from non-English speaking backgrounds, providing them with unprecedented access to information, connections, and resources. Messaging apps like WhatsApp, WeChat, and Telegram enable seamless communication with family, friends, and communities across borders, fostering a sense of belonging and facilitating real-time interaction in their native languages. 

Similarly, social media platforms such as Facebook, Instagram, and Twitter serve as virtual spaces for sharing news, cultural insights, and personal experiences, allowing non-English speakers to stay connected with their communities and participate in global conversations. The availability of on-demand audio content through platforms like podcasts and audiobooks offers an immersive and accessible way for non-English speakers to consume information, learn new languages, and explore diverse perspectives at their own pace. 

The Power of Translation and Interpreting Services

Translation and interpreting services serve as vital avenues for effective communication. These services facilitate the exchange of ideas, information, and emotions across linguistic barriers, enabling individuals and organizations to connect with diverse audiences worldwide. Whether it’s translating documents, interpreting conversations, or bridging cultural nuances, these services play a crucial role in ensuring clarity and understanding among multilingual parties.

  1. Accurate Communication: Translators and interpreters ensure accurate transmission of messages, minimizing misunderstandings and misinterpretations that may occur due to language barriers.

  2. Cultural Sensitivity: They possess cultural competence, understanding the nuances of language and behavior, which allows for effective communication tailored to the cultural background of non-English speakers.

  3. Access to Information: Utilizing translators and interpreters expands access to information across various domains such as healthcare, legal matters, education, and business, enabling non-English speakers to make informed decisions.

  4. Inclusivity: Translation and interpretation services promote inclusivity by breaking down language barriers and allowing non-English speakers to participate fully in societal activities, contributing to social cohesion and diversity.

  5. Professionalism: Trained translators and interpreters adhere to professional standards and ethics, ensuring confidentiality, accuracy, and impartiality in their communication efforts.

  6. Efficiency: By facilitating clear and efficient communication, translators and interpreters save time and resources for both non-English speakers and service providers, leading to smoother interactions and transactions.

  7. Empowerment: Access to translation and interpretation services empowers non-English speakers to express themselves, advocate for their needs, and engage actively in their communities, promoting their rights and well-being.

  8. Legal Compliance: In legal settings, translators and interpreters ensure compliance with regulations by accurately conveying legal documents, statements, and proceedings, safeguarding the rights of non-English speakers.

     

    All Graduates NZ - Non-English Speaking Backgrounds

At All Graduates, we believe in the transformative power of effective communication. As a leading provider of translation and interpreting services, we specialize in breaking down language barriers to facilitate seamless interactions and connections across diverse communities. Our team of highly skilled translators and interpreters is dedicated to ensuring clarity, accuracy, and cultural sensitivity in every communication encounter.

Whether it’s bridging linguistic gaps in healthcare, legal, educational, or business settings, we are committed to empowering individuals and organizations to communicate confidently and inclusively. With All Graduates, effective communication begins, opening doors to understanding, collaboration, and success.

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Melbourne Health and All Graduates connecting Health Professional with multicultural patients across Victoria.

All Graduates
All Graduates | 5 Apr 2019

In 2018, Melbourne Health (Royal Melbourne Hospital [RMH]) expanded its use of video interpreting to facilitate telehealth consultations with multicultural patients. The initiative was supported under the Department of Health and Human Services – Language Services Innovation Grants program It followed research published in 2015[1] by Dr Thomas Schulz, Infectious Diseases Physician at RMH, which showed that patients from culturally and linguistically diverse communities preferred accessing interpreters via video conferencing rather than telephone, in situations when onsite interpreting was not possible.

RMH had worked with All Graduates on the earlier trial and approached them to be involved in this project as the supplier of interpreters via video.  All Graduates took the role of training and supporting the interpreters to use the video platform and ensured the video connections were appropriate and the delivery of the service was of high quality.

Patients from over 100 language backgrounds make up over 50% of RMH patients, indicating an obvious and growing need to:

  • ensure improved access to services
  • remove communication barriers
  • reduce costs and inconvenience for patients/interpreters located in regional/rural Victoria
  • increase efficiency of service delivery through use of technology.

From April 2018 to January 2019 123 requests for video interpreters were made, 57% of these were secured with an interpreter. The most frequently requested language was Karen – 36 requests were made of which 53% were fulfilled . As had been found in the earlier study, patients in particular valued the ability to see and interact with their interpreter rather than being reliant on telephone communication only. The sessions were delivered in 26 languages [see below] involving patients in Melbourne and interpreters located in Melbourne and remotely throughout Victoria, and across NSW, Qld, and WA.

Video interpreting is currently delivered using the Commonwealth Government’s Health Direct telehealth platform, which enables browser-enabled videoconferencing accessible by any phone, tablet or computer. Using Health Direct, any health service can link to patients or interpreters in any location, and experience a high-quality audio-visual connection. In collaboration with RMH, All Graduates used administrator-level access to:

  • allow customisation of the interpreter’s virtual waiting room
  • undertake triage in relation to conference connections
  • quality assure the connection prior to bringing the interpreter into the consultation.

Throughout the period, patients and interpreters alike enjoyed the user-friendly technology and ease of access to the video platform via the internet. One highly experienced Maltese interpreter commented that the video interpreting platform far surpassed any system used previously in his work interpreting with the courts, as no additional software, effort or expertise was required to connect to the videoconference. A Rohingya interpreter was able to successfully provide eight video interpreting sessions over two months while situated overseas. In another instance, an interpreter from a rare language located in regional Victoria, delivered an interpreting session via video which potentially saved RMH over $700 in anticipated travel expenses.

The project has been successful in embedding video as a standard means of improving access to interpreter’s for the significant refugee/immigrant populations living in Victoria, across a range of language backgrounds. It has demonstrated that any hospital that is enabled, through Health Direct, can engage interpreters from remote locations to provide interpreting services to their CALD patients .  A benefit of the approach is the access to a nation-wide pool of interpreters, which is much larger than that which can be realistically supplied in onsite interpreting situations in Melbourne. During the initial period, Interpreter locations ranged from metro Melbourne (Hungarian), to Yackandandah and Nhill (Karen), to the suburbs of Sydney (Indonesian, French), Canberra (Amharic), Queensland (Kirundi) and WA (French and Malay). In these early stages, patients were all located in Melbourne with their healthcare professional, and the interpreters, remotely located, provided services via video.

Following success of the initial period, demand for the service has grown and includes the following languages:   Amharic, Arabic, Burmese, Hakka, Karen, Kiswahili, Lao, Malay, Maltese Rohingya, Samoan, Tamil, Thai, Tibetan and Urdu.

Feedback from the patient and healthcare professional experience has been very positive, and it is particularly valued when it is able to be arranged at short notice, and a wider range of interpreting professionals can be sourced from metropolitan and regional locations around the country. Video interpreting technology has enormous potential to improve service access, delivery and flexibility, and reduce costs. Over time, the rollout of this capability will make consultations between any health professional, patient and interpreter in any location around the country a real possibility.

 

Telehealth consultations were delivered using interpreters in the following languages:

Amharic, Arabic, Burmese, Chin (Mizo), Finnish, French, Gujarati, Hungarian, Indonesian, Karen, Kirundi, Macedonian, Malay, Malayalam, Min Nan, Rohingya, Samoan, Somali, Spanish, Tamil, Tibetan, Tigre, Timorese Hakka, Turkish, Urdu and Vietnamese.

[1] Schulz TR, Leder K, Akinci I and Biggs B-A (2015), Improvements in patient care: videoconferencing to improve access to interpreters during clinical consultations for refugee and immigrant patients, Australian Health Review 39(4), pp395-399, 23 March

 

The anxiety of learning English as a second language, and the challenges non-English speakers face

Elise Hearst
Elise Hearst | 1 Apr 2019

I said, “Do you speak-a my language?”
He just smiled and gave me a Vegemite sandwich

 

If only integrating into Aussie society was as simple as chugging a beer and smashing a vegemite sandwich. With 1 in 4 Australians born overseas, and a thriving international student population, many new residents in Australia need to undergo the daunting task of learning English in adulthood. Extensive research points to significant deficits in terms of access to services and health literacy for Non-English speakers. In most cases the onus falls on the user to gain the requisite skills they need to effectively access public services, including health and welfare systems. On top of this, new arrivals need to manage day-to-day interactions with dinky-di Aussies, who probably won’t be speaking the Queen’s English.

Learning the local language can be an intimidating and anxiety inducing task (Woodrow, 2006). Consider the simple issue of geographically distinct colloquialisms. Ask a Victorian what ‘pluggers’ are and they’ll look at you quizzically. It’s QLD slang for thongs in case you were wondering. Now imagine being invited to a BBQ and being told it’s “casual dress, wear thongs”. A quick trip to google translate would lead you to a very different item of clothing than the common flip-flop. Can you imagine how intimidating this could be for someone learning English?!

 

In professional circumstances there are many great communication solutions available which can be used to improve engagement with your non-native speakers, and address the inherent deficit in their ability to access your services.

 

A 2006 paper delivered by Lindy Woodrow (Honorary Senior Lecturer in TESOL¹, University of Sydney) details the results from her study about foreign language anxiety. Woodrow looked at students in their final months of studying English, prior to enrolling in university courses in Australia. The study revealed that learning English as a second language can be a negative and potentially damaging experience both in and out of the classroom (Woodrow, 2006). This may impact a learners’ capacity to master their new language and achieve confidence in handling day-to-day communications.

¹Teaching English to Speakers of Other Languages

“Anxiety experienced in communication in English can be debilitating”

Lindy Woodrow

 

Living in a land down under
Where women glow and men plunder

 

According to the Department of Education, the number of international students in Australia increased by 12% in 2018. Foreign students currently make up more than a quarter of enrolments across varying universities. The majority of these students (31%) hail from China, followed by India, Nepal, Malaysia and Vietnam. Many of these students are seeking to access Permanent Residency in Australia via a Skilled Migration pathway. One of the prerequisites to enrolment is adequate English language skills. Research reveals, however, that in-class anxiety as a consequence of language skill is commonplace, and further research suggests that this anxiety may continue as they enter society and the workforce. This is certainly a concerning situation when we consider that in 2017-2018 there were 111,099 Permanent Residencies delivered under the Skilled Migration stream.

Evidence from Woodrow’s study shows that above all else, the top two stressors in learning English are speaking with native speakers outside of the classroom, and presenting in front of a group. This is not one of those situations where imagining everyone in their underwear is going to solve the underlying issue.

The classroom is a fairly structured and predictable environment, and in that sense it is distinctly different from social, public and workplace environments where there is a high degree of linguistic unpredictability and situational variance. Seemingly trivial interactions with passers-by, or a lack of familiarity with procedures (coupled with a limited ability to convey this), can become a significant issue. The challenge for organisations that interface with Non-English speakers is not just in managing the lack of linguistic competence and comprehension (in their native tongue as well as English), but also in creating an organisational awareness around cultural sensitivities and blind spots.

Can’t you hear, can’t you hear the thunder?​ ​You better run, you better take cover

 

What does this mean for your organisation?

Woodrow’s study suggests that the anxiety experienced by Non-English speakers comes down to three main points

  • Difficulty in navigating unpredictable situations
  • Difficulty in conveying their desired meaning
  • Difficulty in speaking in group scenarios

 

“Anxiety is clearly an issue in language learning and has a debilitating effect on speaking English for some”

Lindy Woodrow.

 

There are many rich linguistic resources available to both learners and organisations to lubricate interactions, improve engagement and reduce this inherent anxiety. For example, encouraging participation in social activities, accessing local council and library services, or utilising Non-English resources to build knowledge of and familiarity with services and procedures.

According to the Department of Education, universities are now seeking to diversify their international student population, with figures showing big increases in the numbers of students from Brazil and Colombia. With the international student population growing, and also contributing to a significant number of permanent migrants to Australia every year, service providers should rethink their approach to non-English speaking customers. It is important to take into account cultural sensitivities and potential anxieties, whilst actively seeking ways to improve the effectiveness of and appeal of client interface points. This will ultimately enhance client engagement, improve outcomes and contribute to a culture of inclusion – and that would be, well, bloody bonza mate.

 

Think about how you can help your customers from non-English speaking backgrounds ease their anxiety.

 

References

  • ABS Australian Social Trends 2102.0 June 2009
  • https://www.homeaffairs.gov.au/research-and-stats/files/report-migration-program-2017-18.p df

 

When your child asks for sushi in their lunchbox instead of a white bread vegemite sandwich, you know times have changed.

Elise Hearst
Elise Hearst | 25 Mar 2019

A stroll to your local shopping strip, or a scroll down your preferred food delivery app, reveals a lot about the culinary tastes and trends of our nation. Fish and chips, charcoal chicken, burger and a beer – once synonymous with Aussie culture, no longer dominate the restaurant and take-away market. They have been superseded by souvlakis, pizzas, and sushi; and more recently by curries, banh mi, and of course, the burrito (extra sour cream, extra guac – thanks). According to the data, Australians’ taste in food has evolved beyond meat pies to something far more representative of our status as a prosperous, food-loving multicultural nation. Market research analysts NPD declared in 2018 that ethnic fast food is the most popular cuisine among Australian millennials. It begs the question:

“In 2019, what is Australian food?”

 

You may as well ask “What does an Australian look like?” There’s no straightforward answer to either. Our palate is as diverse as the attendants at an Australian citizenship ceremony, or an AFL match (sorry, Rugby League if you’re from up north). As the song goes: “We are one, but we are many, and from all the lands on earth we come.” Since colonial times our interest in food has been largely shaped by global trends and waves of migration. An Australian summer staple, the pavlova was named after a visiting Russian dancer in the 1920s (apologies New Zealand, we know you claim its origin, but we’ll still claim it for dessert). Australian pub classic the chicken parma was inspired by an Italian eggplant dish. The well-loved Dim Sim (or “dimmie” as it’s often nicknamed), was in fact an Australian creation by a Chinese restaurateur in Melbourne in the 1940s, and has since become as ubiquitous as Smiths Chips. The Chiko Roll was born from the mind of a Bendigo boilermaker and made its debut in Wagga Wagga, a far cry from the land of the spring roll. But surely, Australian food has to be more complex than a bit of meringue or a deep-fried dumpling?! What does seem to be clear, is that since Australia began welcoming migrants from all backgrounds – regardless of race or religion – so too, have Australians embraced ethnic cuisines, and adapted them in our own unique ways.

“I’ve always said that I think Australian food is defined by the many ethnic communities that have migrated to Australia and the way we have as a collective, embraced their cooking techniques, ingredients and style”

Australian chef Dan Hong

 

This is evident not only in the changing face of the local takeaway, but in our rabid appetite for cooking shows with their casts of culturally diverse chefs and “reality” players. We can’t get enough of celebrity chefs – from Chinese-Australian Kylie Kwong to Greek-Australian George Calombaris, Malaysian-born Poh Ling Yeow to Vietnamese-Australian Luke Nguyen – and we are certainly happy to patronise their restaurants too. Calombaris, of Masterchef fame, is now the owner of 20 restaurants offering his signature Greek cuisine. In fact, over the last four years, ethnic cuisines such as Mexican, Turkish, Indian, Greek and Italian, have been the fastest growing foodservice categories, with sales increasing by 63%. NPD attributes the rise in popularity to the active participation of millennials in food and restaurant culture. Which perhaps is also code for millennials being very comfortable in the multicultural landscape, perhaps even more so than previous generations.

 

“Ethnic foods are fast becoming as Aussie as lamingtons and snags wrapped in sliced white bread.”

 

If we look at cosmopolitan Melbourne as a microcosm of multicultural Australia, you can see how different geographical areas are defined by their cultural specificity. Where the Victorian capital city used to have just Chinatown, there are now many distinct areas that are known for their migrant communities and the cuisines they are famous for. Locals and tourists alike are willing to travel far and wide in search of the next taste sensation. They’ll venture to Richmond just for a Vietnamese Pho, Footscray for Ethiopian injera, Oakleigh for a Greek Moussaka, Balaclava for a bagel, and Box Hill for Yum Cha. As we embrace these immigrant foods we are inadvertently reshaping our use of language, and evolving our national identity, creating pathways to not only appreciating those cultures, but understanding them. This results in immigrant languages and foods appearing in our day to day discourse and slang. Think how quickly Australians can turn a food phrase into a colloquialism: sanger, barbie, smashed avo, barra, snag. And think again about more recent incarnations of popular items on menus: sliders (mini burgers), bowls (rice, noodles), and wraps of any and every kind (falafel, burrito, souvlaki, – wrap it in gluten and we’ll eat it). No need to take an expensive trip to Southeast Asia. Restaurants flagrantly use the terms “hawker food” or “street food” to intimate the authenticity of their offerings.

“Food is the ultimate tool in fostering conversation and understanding between cultures.”

 

If anything, Australians’ relationship with food signals a shift in attitudes towards diverse cultures, races and religions. Food encourages conversation and understanding. Nick Temple, from Indigenous restaurant Charcoal Lane in Melbourne says, “People talk about Australia not having a cuisine… But when you’re in a space where you don’t recognise half of the ingredients on your plate, you’re not scared to ask questions. And that opens it up to more questions. It makes people recognise how much they don’t know about the country they live in.”What and how we eat changes the way we think about food, how we speak about food, and ultimately how we speak to each other. The feel-good takeaway (excuse the pun) from all this? Our rapid embrace of immigrant foods over the last ten years reflects our country’s capacity for tolerance and integration of an increasingly broad multicultural landscape.

“What’s next on the menu?”

 

We could hypothesise about the next food trend till the cows (or vegan friendly beef substitutes) come home. But there is no doubt that ethnic foods, just like ethnic culture is now intertwined with our personal identity. And more than ever, it is reflecting the core idea of Australia as a nation of battlers, each of us seeking a chance to flourish and succeed in a sometimes harsh and unforgiving physical and political climate. So, with the latest waves of new migrants coming from countries like South Sudan, Somalia,Iran, the Democratic Republic of Congo, Afghanistan, Eritrea, Ethiopia, Myanmar, Bhutan, Syria and Iraq, we can definitely expect new food trends. Before long you’ll probably be wrapping your mouth around some new taste sensations, and then, the Australianisation of those new tastes, with accompanying slang drifting into common parlance. So, pass the dead horse, and let’s go get some lunch.

“How have ethnic immigration trends impacted your business? Are you struggling to connect with culturally diverse communities?”

 

References
  • https://qsrmedia.com.au/research/news/aussies-spending-more-ethnic-restaurants-study-says
  • https://www.sbs.com.au/food/article/2017/11/12/are-we-any-closer-knowing-what-australian-f ood
  • https://mattersjournal.com/stories/swallowingourhistory
  • https://www.theguardian.com/australia-news/2018/apr/05/south-sudan-somalia-and-iran-excluded-from-one-of-australias-refugee-programs
Elise Hearst
Elise Hearst | 24 Jun 2024

Language Barrier

Language barriers pose a significant challenge for immigrants in New Zealand, especially for non-Western families, refugees, and migrants who are not fluent in English.

Challenges include the cost of English-language classes, limited opportunities to converse with native English speakers during these classes, and the lack of experience among New Zealanders in engaging with individuals from diverse backgrounds during language learning.

One prominent example of a language barrier is the difficulty immigrants face in accessing essential services. For instance, many non-English-speaking immigrants struggle to understand medical information and instructions, which can lead to miscommunication and inadequate healthcare. Additionally, navigating legal processes becomes daunting when there is a lack of available interpreters or translated documents, leaving individuals feeling overwhelmed and unsupported.

 

All Graduates - Immigrants - Language Barrier Article

 

In educational settings, children of immigrants often face hurdles due to language barriers. These children may find it challenging to keep up with their peers, participate in class discussions, and complete assignments. Language barriers can also hinder parents from engaging with their children’s education, as they may have difficulty communicating with teachers and understanding school policies.

Employment is another area significantly impacted by language barriers. Non-fluent English speakers often face difficulties in finding jobs that match their skills and qualifications. Misunderstandings during job interviews, the inability to comprehend workplace instructions, and difficulties in socialising with colleagues can hinder career advancement and integration into the workforce. In this article, we delve into the complexities of language barriers in New Zealand, exploring the struggles faced by individuals and communities, and shedding light on the efforts needed to bridge the gap for a more inclusive society.

 

Overcoming Language Barriers

The Impact of Modern Communication Technologies

The evolution of modern communication technologies has been instrumental in surmounting language barriers, a burgeoning concern in an era of increasing transnational communication demands for both businesses and individuals. Technological innovations have emerged as transformative solutions to address this issue, facilitating effective global communication.

Video conferencing technology, for instance, has eradicated language barriers, reshaping the landscape of global communication. Additionally, the progress in technology has given rise to translation apps, offering a means for people to communicate seamlessly in various languages.

In healthcare, communication technology has found practical application in bridging language gaps between patients and medical staff. Solutions like telephone and video-based interpretation serve as vital tools, aiding patients with limited English proficiency in effectively communicating with healthcare providers.

The digital era has ushered in a wave of modern communication technologies that are reshaping the way we connect, and transcending linguistic boundaries.

 

All Graduates - Modern Communication Technologies Video - Languge Barriers

1. Translation Apps and Services

Gone are the days of language dictionaries and phrasebooks. Today, translation apps and services offer real-time language conversion, enabling instant communication between individuals speaking different languages. From basic conversations to complex business negotiations, these tools bridge the gap with remarkable accuracy.

2. Multilingual Chat Platforms

Social media and messaging apps have evolved into multilingual platforms, supporting communication in diverse languages. Features like automatic translation and multilingual chat groups foster collaboration and understanding, fostering a global community where linguistic differences become less of a barrier.

3. Video Conferencing with Real-time Translation

Remote work and global collaborations have surged, and video conferencing tools have stepped up to the challenge. Some platforms now offer real-time translation services, ensuring that language differences don’t hinder the flow of ideas in virtual meetings.

4. Language Learning Apps

Language learning apps have become indispensable tools for overcoming language barriers. They not only facilitate language acquisition but also promote cultural understanding, making communication more nuanced and effective.

5. Speech Recognition and Voice Commands

Voice-activated devices and speech recognition technologies are transforming how we interact with technology. These innovations provide a hands-free way to communicate, breaking down language barriers for individuals with different language proficiencies.

 

 

Types of language barriers

Language barriers can be classified into different types based on the nature of the barrier. Here are some of the types of language barriers:

1. Linguistic barriers

Manifest from differences in languages, dialects, and accents. Interactions between individuals from different countries, variations in dialects among speakers of the same language, and diverse cultural approaches to greetings exemplify instances of linguistic barriers.

2. Semantic barriers

Emerge during the encoding and/or decoding of messages into words and ideas. Constraints like limited vocabulary, idioms, writing systems, and cultural disparities contribute to semantic barriers.

All Graduates - Types of Language Barriers - Infographics

3. Technical barriers

Surface when a knowledge gap impedes effective communication. These barriers often accompany the use of professional jargon by experienced individuals, creating difficulties for newcomers and outsiders in comprehension.

4. Physical barriers

Arise from impediments such as hearing loss or stuttering. These conditions impact both the transmission and reception of messages, affecting the ability to convey and understand information.

5. Culture-based barriers

Result from disparities in communication styles rooted in cultural differences. For instance, certain cultures may favor indirect language use, while others may emphasise direct communication as more common.

 

 

Bridging the Gap: Interpreter Services Easing Language Barriers in New Zealand

In the multicultural tapestry of New Zealand, language diversity is both a strength and a challenge. Navigating daily life, accessing essential services, and engaging with the community can pose significant hurdles for those facing language barriers. This is where interpreter services emerge as invaluable tools in fostering effective communication and promoting inclusivity.

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1. In Healthcare

Interpreter services play a pivotal role in the healthcare sector, ensuring that individuals with limited proficiency in English can articulate their health concerns and understand medical advice. Telephone and video-based interpretation services have become lifelines, connecting patients with medical staff seamlessly.

2. Legal Settings

Legal proceedings can be complex, and misunderstandings due to language barriers can have serious consequences. Interpreter services in legal settings help bridge linguistic gaps, ensuring fair representation and understanding during court proceedings, client-lawyer interactions, and other legal contexts.

3. Education

In New Zealand’s diverse educational landscape, interpreter services facilitate effective communication between students, parents, and educators. They ensure that language differences do not hinder students’ academic progress and that parents can actively participate in their children’s education.

All Graduates Articles - Interpreter Services Easing Language Barriers in New Zealand

4. Social Services

Interpreter services are instrumental in various social service contexts, from government agencies to community organisations. They enable clear communication on matters like welfare assistance, housing, and other crucial services, ensuring that language barriers do not impede access to essential resources.

5. Business and Employment

Interpreter services contribute to a more inclusive business environment by fostering effective communication between employers, employees, and clients. This is particularly vital in industries with diverse workforces, where clear communication is essential for productivity and understanding workplace expectations.

As New Zealand continues to embrace its cultural diversity, interpreter services stand as crucial pillars in breaking down language barriers. They empower individuals to fully engage in society, access essential services, and contribute meaningfully to their communities, fostering a more connected and inclusive nation.

 

Foreign Language (Communication Between People of Different Countries)

Navigating Linguistic Complexities

Interacting across linguistic divides presents a rich tapestry of challenges and opportunities. Each language carries its unique syntax, idiomatic expressions, and cultural context, which can complicate communication between people from different countries.

These nuances often extend beyond mere vocabulary; they influence how messages are perceived and understood. For instance, the directness valued in Western cultures can be perceived as rudeness in more indirect communication styles prevalent in East Asian societies. This highlights the importance of not just translating words, but also understanding the cultural backdrop that shapes how those words are used and interpreted.

Addressing Translation and Cultural Misunderstandings

Translation plays a crucial role in bridging language gaps, yet it is fraught with potential pitfalls. Automated translation tools, while useful, often struggle with context and idiomatic phrases, leading to misunderstandings. Moreover, professional translators must navigate not only linguistic differences but also cultural nuances that influence communication.

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The Role of Language Proficiency in Mutual Understanding

Language proficiency significantly impacts the quality of communication between individuals from different linguistic backgrounds. When one party has a limited command of a foreign language, it can hinder the exchange of ideas and lead to misinterpretations.

This is particularly evident in professional and academic settings, where precise communication is crucial. Conversely, when both parties have a strong grasp of a shared language, it facilitates clearer dialogue and fosters mutual understanding. Encouraging language learning and cultural exchange programs can help mitigate these barriers, promoting more effective and empathetic international interactions.

 

 

Navigating Unfamiliar Vocabulary in Cross-Cultural Communication

The Challenge of Unknown Words

Encountering unfamiliar vocabulary can significantly impede comprehension and fluid conversation, particularly in cross-cultural settings. When communicating with speakers of a different language, or even in a second language, unknown words can lead to confusion and misinterpretation.

This is especially problematic in technical or specialised contexts where precise terminology is crucial. For instance, jargon-heavy conversations in fields like medicine or technology can be daunting without prior knowledge of specific terms. Consequently, these gaps in vocabulary not only disrupt the flow of dialogue but also hinder the effective exchange of ideas and information.

Expanding Vocabulary Through Context and Learning

To overcome the hurdles posed by unfamiliar words, it’s essential to adopt strategies for expanding one’s vocabulary. Immersive language experiences, such as reading extensively or engaging in conversations with native speakers, can significantly enhance vocabulary acquisition.

All Graduates - Enhance Vocabulary Acquisition - Languge Barriers

Adapting Language for Inclusivity and Clarity

To foster clearer communication, especially in diverse linguistic environments, individuals can adapt their language use to be more inclusive and accessible. This involves simplifying vocabulary, avoiding idiomatic expressions that may not translate well, and providing explanations for potentially confusing terms.

In professional settings, using plain language ensures that all participants, regardless of their language proficiency, can follow the discussion. Additionally, being mindful of the audience’s language background and adjusting speech accordingly helps create an environment where everyone feels included and understood. By making these adjustments, speakers can bridge language barriers and enhance mutual comprehension.

 

Frequently Ask Questions About the Language Barrier

1. How does a language barrier affect communication?

A language barrier can obstruct effective communication by causing misunderstandings and limiting the ability to convey or comprehend messages accurately. This often leads to frustration and confusion, as people struggle to express themselves and understand others.

2. How do you deal with language barriers?

Dealing with language barriers involves employing strategies like using simple language, leveraging translation tools, and learning basic phrases of the other language. Additionally, practising patience and non-verbal communication can significantly aid in overcoming these barriers.

3. How does a language barrier affect development?

Language barriers can hinder personal and professional development by restricting access to information, educational opportunities, and networking prospects. In communities, they can impede social integration and limit economic growth by reducing collaboration and access to resources.

All Graduates - Call To Action - Language Barriers

Key Takeaways on Overcoming Language Barriers

1. Navigating Linguistic Complexities

  • Understanding Cultural Context: Effective communication requires more than just translation; it involves appreciating the cultural nuances that shape language use.
  • Impact of Direct and Indirect Communication Styles: Different cultures prioritise varying levels of directness, which can affect how messages are perceived and should be adjusted for better mutual understanding.

2. Addressing Translation and Cultural Misunderstandings

  • Challenges of Automated Translation: While helpful, automated tools often struggle with context and idiomatic expressions, leading to potential misunderstandings.
  • Need for Professional Translation: Skilled translators navigate both linguistic and cultural differences, ensuring that communication is accurate and culturally sensitive.

3. The Role of Language Proficiency in Mutual Understanding

  • Importance of Language Learning: Proficiency in a shared language enhances communication quality and mutual understanding in international interactions.
  • Promoting Cultural Exchange: Encouraging language learning and cultural exchange programs can significantly reduce communication barriers and foster empathy.

4. How Language Barriers Affect Communication

  • Obstructing Dialogue: Language barriers can lead to misunderstandings and frustration, as they limit the ability to convey or comprehend messages accurately.
  • Non-Verbal Solutions: Employing patience and non-verbal communication strategies can help overcome these challenges.

5. How to Deal with Language Barriers

  • Use of Simple Language and Tools: Simplifying language, using translation tools, and learning basic phrases can facilitate better communication.
  • Emphasising Patience and Body Language: Patience and non-verbal cues play crucial roles in bridging language gaps effectively.
NON J QUERY