Overcome Language Barriers

Overcome Language BarriersGet Your Message Across to Non-English Speakersby Sondra Thiederman , PhD

Language diversity has become as American as apple pie. With more than 250 languages spoken in the United States today, it is a rare workplace that does not have some language barriers creating communication problems. In our increasingly multicultural and multilingual society, it is imperative that employers and employees have the skills to communicate effectively.

There are, of course, instances in which no English is spoken and an interpreter's help is required. More often, however, immigrant colleagues or international visitors speak English but struggle with idioms, nuances of the language and the rapid-fire delivery of many native English speakers.

It could be argued that it is easier when there is no shared language. At least in that situation, both parties know where they stand -- there is no confusion over what was understood and what was missed. It is relatively easy to turn to an interpreter who can get the message across. On the other hand, when your colleagues' English skills are present but not fully developed, it is more difficult. Maybe you have been understood, maybe not. Perhaps part of your message was understood and part missed completely. Worst of all, the non-native English speakers may think they understood what you said, when they actually missed a subtle distinction in idiom or emphasis.

The Signs of Misunderstanding

Let's start by looking at three behaviors that often mean your message has been lost. First, if the other party asks no questions, it is safe to assume you have not been understood. This will make sense if you remember times in your own experience when you did not ask questions, not because you understood, but because you knew so little about the subject you could not formulate a question.

Second, if the listener is perpetually nodding and smiling -- like I do in complete befuddlement whenever I visit my tax accountant -- you are probably in trouble. The listener is no doubt struggling to understand while appearing positive and pleasant. A third sign that you may not be understood happens when you ask the question, "Do you understand?" If the listener replies with something tentative like, "Yes, I think I do," or, "I'm pretty sure I got it," you best assume your message has been lost.

One reason these behaviors appear so often is that many immigrant and international colleagues place high value on sparing people embarrassment and are reluctant to state directly that they do not understand, for fear it will reflect badly on your ability to explain yourself. They might also be reluctant to ask you for what they see as the favor of repeating what you have said, especially if you are an authority figure.

Finding a Solution

In these cases, the first solution is to provide an environment in which the person will feel more comfortable asking questions or admitting he or she does not understand. You might change the setting -- take a walk, go to lunch -- and after some time has passed, again inquire if there is anything he or she wants to ask. This casual atmosphere is apt to make the person feel more ready to ask questions.

Second, explain that you greatly prefer to know if there is a lack of understanding now, rather then after an error has been made. Phrase your request as a favor, not as a demand. By making it clear that everyone on the team suffers if an error is made, you appeal to the compassion and desire for group harmony so often found in international settings.

Finally, reinforce what you really want. You want the other party to admit a lack of understanding. This means you praise the person for asking questions and admitting confusion. This may seem easy at first, but you may lose patience after the person has expressed confusion repeatedly. When this happens, take a breather and walk away if necessary. Remember, your colleague deserves all the help and patience you can muster. He is attempting to master a new language and culture, and that takes great courage and fortitude.