A McDonald’s manager working for a Northern Ireland branch of the fast food chain warned Uber Eats drivers that they had a responsibility to learn English and improve their communication in their own time, The Guardian reported on Sunday (27 October).
“You can’t walk up to the front counter with your phone and point at your phone and tell the staff: ‘Where is this?’,” the manager said on the recording. He added that staff complain because “they think you’re being harsh or abrupt, but you’re just speaking normally, the way you would do in Romania. ... English is a bit softer.”
He continued that it was drivers’ responsibility to improve their language and communication.
Employees for whom English is their second language often face barriers during employment, explained Jo Danehl, global intercultural and language training leader at the relocation service provider Crown World Mobility.
Nearly one in 10 (9.9%) of the population in England and Wales does not speak English as their main language, according to 2021 census figures.
Read more: Language skills and adaptability key for global employees
Employers should be careful that they do not discriminate against employees in their language policy, explained Jim Moore, employee relations consultant at HR consultancy Hamilton Nash.
He told HR magazine: "It’s vital that employers handle language barriers sensitively and professionally. Telling workers it's ‘their responsibility' to learn English in their own time is inappropriate and potentially discriminatory."
“In multinational teams, non-native English speakers workers may communicate among themselves in their own language. Employment tribunals have previously found that instructing workers not to speak their own languages at work could be discriminatory."
Speaking to HR magazine, Danehl said: “For employees working in the UK with English as a second language (ESL), whether permanently or temporarily stationed, language barriers often impose challenges.
“According to research we commissioned this year, 43% of global HR and mobility managers surveyed reported language barriers as the main challenge employees face on relocation, rising to 60% for UK HR departments.
“Most (68%) respondents to our survey also said that language impacted them on assignment to varying degrees, while half of respondents were not offered language training in support of the assignment. This indicates a gap between need, perceived need and actual support offered.”
HR should ensure that they are compliant with the national immigration policy on English speaking, Danehl explained, to ensure that employees are recruited to suitable roles.
“Many countries also have clear language requirements within their immigration policies, and some have established guidelines in place that support language training for immigrants and ESL employees, such as government-funded programmes or grants,” she said.
Skilled workers seeking employment in the UK must be able to prove their English language proficiency through an academic qualification or an English language test, according to the Home Office.
Read more: How Tessa Boshoff transformed Wall Street English
Danhel continued: “HR teams should also ensure compliance with immigration regulations that may impact language requirements for specific roles. For instance, some positions may have explicit language proficiency criteria set by regulatory bodies.
"By staying informed about these regulations, HR can better support ESL employees in meeting necessary qualifications while supporting a workplace that encourages language diversity.”
Creating a culture where employees with English as a second language feel welcomed can encourage them to succeed at work, according to Ian Moore, managing director at HR consultancy Lodge Court.
Speaking to HR magazine, he said: “Helping employees with English as a second language is key to a welcoming workplace. HR can set up language classes or online courses to boost English skills, and pairing ESL employees with English-speaking mentors or buddies offers great practice and cultural insights too.
“Keeping communication simple and clear, without confusing jargon, is crucial, and training everyone on cultural sensitivity can build respect and cut down on misunderstandings.
“Don’t forget that flexible schedules can make room for language learning, and translation apps can aid communication. These steps create a supportive environment, boosting job satisfaction and productivity for ESL employees.”
