How to reach employees with communication that they understand well - preferably 100%? Culture plays a major role in this. In today's multicultural reality, it is important to be mindful of cultural differences . In addition, of course, it is also important to give employees the language understand. Monitoring language proficiency at work and minimizing miscommunication lowers the risk of incidents.
Language in standards...
SCC (VCA) emphasizes the importance of clear and understandable language with Section 3.7, a mandatory question for both SCC*, SCC** and SCC-P. "Does communication on HSE issues take place without language barriers?" It is therefore mandatory to prepare a communication plan. In it, you describe how you will handle communication with non-native speakers so that they, too, process the necessary information effectively.
In the ISO standards those language barriers are not mentioned by name, but regularly they too point out the importance of clear communication.
At ISO 9001 demands that both the quality policy and the roles, responsibilities and authorities be communicated and understood be. Furthermore, requirements must be communicated [5.1.1 f)] and objectives [6.2.1 f)] of the quality management system (KMS), as well as the importance of a effective system. In internal (and external) communications, according to Section 7.4, the organization should consider the way she is going to communicate.
At ISO 14001 one expects there to be appropriately is communicated internally. This clear communication should allow those in charge to work on continuous improvement [7.4.2].
ISO 45001 recommends that obstacles and barriers to employee participation be removed or minimized. An example of such an obstacle is barriers in terms of language or literacy [5.4]. The organization must consider diversity issues such as language and culture during communication [7.4.1 d)].
In addition, the various ISO standards state that anytime and anywhere an appropriate format must have (see section 7.5.2). Language plays an important role here. Since the documented information must be available as well as usable, it is important that the employees involved understand the language.
... because language barriers pose a risk ...
The standards pay so much attention to language because miscommunication does pose a risk. Therefore, it is also an aspect best included in the Risk Inventory and Evaluation (RI&E). The problem is that in practice, however, the measures for this problem are not so simple: have everyone speak English? Use pictures? Translate everything?
The SER Occupational Health and Safety Platform published an updated "Guide Language and Security Risks" (download the pdf here). In it, they provide a roadmap for organizations to master language (problems).
Substandard language skills in the workplace are a consequence of globalization and flexibilization (increased turnover of workers), according to the paper. This can cause miscommunication. Language and cultural differences, low literacy or difficult language use at work thus increase the likelihood that an incident will occur.
Therefore, the Handbook Language and Security Risks a Roadmap for a Language R&E (see A.3):
- Determine language skills of employees;
- Determine required language level;
- Identify the difference between language proficiency and the requested language level and determine the related security risks;
- Evaluate the priorities of language-related security risks.
If the language R&E shows that there are language-related safety risks within the organization, they refer to three choice indicators. These are based on the cause of the situation: foreign-language employees, low-literacy or unclear language. The roadmaps below to address the causes were taken from the handbook.
We can also refer you for tips on clear communication to Wablieft, the Belgian knowledge center for plain language. Via this link you come to their website on text consulting.
Then, in Module C, one also offers a solution book: for various language-related risk situations, the scope and solution are explained, supplemented by a practical example.
Thus, it is necessary to recognize substandard language skills in the workplace in time to avoid miscommunication and the associated risks. The first step is to include language in a risk inventory and evaluation. After that, effective measures must be taken.
... that means language solutions in phronesys and vca-online
In the module HR Our application allows you to easily keep track of the (language) requirements for jobs and monitor the (language) knowledge, competencies and training followed per employee. The competence matrix gives you a visual overview.
To respond to the demands of standards and avoid miscommunication, we provide our applications in different languages! Currently, Phronesys is available in 7 languages: Dutch, English, French, Spanish, Italian, Norwegian and Swedish. German will also be added to the list in 2021.