Overcoming Language and Cultural Barriers in a Multinational Food Workforce
In the UK, since leaving the EU, the variety of staff coming to the UK to work has increased. This is not a complaint, we need staff to work in our food industry and sadly, lots of Brits choose not to.
But staff from outside the EU do not always share similar culture and often do not have strong English language skills. Back in the days of Polish, Hungarian, Latvian etc staff coming over, the UK food industry was spoiled rotten. Even people who didn't speak English often had a degree and learned super quickly. Now many of these employees staff our middle and senior management layers (as they should).
So now we have very recent immigration from other parts of the world. In the past, I've always focused on using photos, videos, diagrams to get my points across, not just words. But without words you are so much more restricted. Especially where the differences aren't just language but culture. How do you explain some of M&S's requirements without words? Photos do only go so far when you can't explain "this is a shop for really rich people and very picky food technologists who will kick me up the butt if it's not perfect"...
Any top tips for not just imparting information, but knowing it's been understood and regularly applied? Where both language and culture are a blocker? Where the idea of even shopping in a supermarket is alien?
In our US facilities, we have a lot of production employees who speak Spanish with low to no English comprehension. We ensure either the QA manager is bilingual, or we ensure there is at least one bilingual employee elevated to a supervisory position under an English only manager (usually we have several per department). This allows us to make sure work instructions and programs are properly translated in both languages. When we hold meetings, we scale them down and ensure a Spanish speaker is able to translate the presentations and speaker's words (like when a corporate executive visits a facility).
I had an issue with this in the past, an auditor went to ask an operator about the colour coding of the cleaning equipment. They were just nodding to all the questions, which made it look like they have no clue which colour needs to be used in specific areas, so it ended up with an NC.
We started putting up signs in 6 different languages, forms, questionnaires and trainings were made available in everyone's native languages (google forms is very handy in these), which was not an easy task. Production teams were reorganised, in a way to make sure that leaders, supervisors and seniors are able to translate to one of these languages.
It doesn't come up often for us, but I'm fluent in Spanish, and can knock around a bit in French and German having lived in CH. German used to be pretty good, but it has faded, not much call to use it. But I use my Spanish often, and it's top draw still. Again, doesn't come up often, but when it does, it is certainly a handy skill to have.
When something doesn't make sense to my mind, I keep asking questions for clarity.
I recently had HR and a VP come into my office asking why we did one thing a specific way, but after asking questions, I found out that one of the sanitation people was feeling that all the 'difficult tasks' were given to them, when it was a matter of who was working in the area at that time.
SQF spells out that things need to be in "language(s) understood by all site personnel."
2.1.1.1 Management Commitment says the policy statement must be signed by senior site manager and displayed in prominent positions and in languages understood by all. We used Google Translate for this.
2.9.2.2 mentions training shall be provided in languages understood by all. We only have one employee who doesn't read English and we relied on verbal training and assistance from his cousin who also works for us. The cousin is also helping us with written training, as in we are popping it in Google Translate and he's reading it over to make sure it's the same.
11.3.2.5 mentions handwashing signs in "appropriate languages" We got a non-conformance on this because we did not have any handwashing signs in his language at the sinks. He knew and was observed to be washing his hands at the proper times, but we didn't specifically have a sign in a language he could read.
We use Alchemy for training----it allows you to convert (using google translate) your training into loads of different languages. Then we are able to offer the same training to all employees in their mother tongue
Caveat---Alchemy is expensive and admin heavy
Ah... thanks all. I wish only two languages! If that were the case, I'd learn language 2 whatever it was! But in some places in the UK now, 20-30 languages in a site is not uncommon. I always try and learn "thank you" in every site language. But that feels a bit weak.
I think I've tried all of the above at one time or another.
Simply its trying your best. If you have multiple languages and cultures in the work environment try to put things out there that everyone will understand. Don't get me wrong its a lot of work to get this up and running, however your staff will feel more appreciated that they are being supported and have resources that they can pull from. If its training, signage, bringing in translators (physical/digital), just bridging the gap to the best of your ability makes a huge difference for everyone. It's not going to be perfect, its after all, continuous improvement and retooling for the needs of all that it benefits.
We even offered free English courses which other than the basics was focusing on specific words, phrases used in the industry, on our site and related to the machinery etc.. It was a shame that out of 150+ people only 2 wanted to do this course :(
We even offered free English courses which other than the basics was focusing on specific words, phrases used in the industry, on our site and related to the machinery etc.. It was a shame that out of 150+ people only 2 wanted to do this course :(
If you offered the class not during work hours - could be a ride or child care issue why you don't get people. I would ask people why they didn't sign up.
Are you paying them? We do ESL (English as a Second Language) classes for employees. They are being paid while in the class. Goes for 1 hour. Starts 30 minutes before their shift should be over. So only 30 pasts their norm. Common words used in the plant are discussed. We don't offer to just anyone though. Supervisors, QC and employees that show effort are offered the class.
We tried to do a language class for management to learn Spanish, the common 2nd language at our plant, but it didn't work out. Something was always coming up and many had to be canceled.
So interesting... Both the managers and the employees don't seem really motivated to learn.
Similarly we put on English classes in one factory but had low take up. We didn't pay during the time but even if we had I'm not sure it would have been great. One of the main problems was in that town all of the people from one country lived in the same area and same for another part of the town with a different country. Neighbours, shops etc and day to day life was in their own language. The TV watched was from their own country. So even if we put on lessons, they would not be speaking English nor hearing it day to day apart from at work. So where's the incentive?