Workplace
Success Stories - Best Practices 2002
Recognition
Strategies for a Diverse Workforce
|
Practice
Name: English as a Second Language |
Workplace
Issues Addressed: |
Description
of the practice
This program provides customized workshops to help improve
communication and customer service skills for employees with limited
English language skills. Employees say that this has helped improve
performance in delivering customer service, and increased morale.
The daily praise and recognition they receive from students have
motivated them to continue their learning and increased their
self-confidence.
Benefits
of adopting the practice
This
on-going customized English language workshop for the custodians
helps employees better understand the customer needs and respond
to them. There is improved customer service. This program is helping
employees improve their self-confidence/morale, and improve their
communication and customer service skills. Before this workshop
these employees had limited English language skills and found
themselves isolated and having to rely on others to solve problems,
or communicate important information to co-workers (safety hazards/strangers
in the building, etc.). Student issues were left unanswered and
their limited understanding of the language was having an impact
on the job and on their self-confidence. Now there is more teamwork,
improved customer service, improved skills and job performance,
and a stronger bond between management and employees. There is
customer satisfaction, improved relationships, and a supportive
environment. This program meets the needs of a diverse workforce
in the following ways: There is a customized training designed
specifically to address the needs of some individuals in this
department.
How
this practice works
Involvement
from supervisors and managers is needed. Feedback from staff as
to how it is going. Stay in touch with workshop instructors and
encourage workshop participation.
What
you need in place to replicate this practice
Management
support. Employee input and feedback. Willingness of supervisor
to get directly involved.
Tangible
improvements to the department as a result of adopting this practice
Improved
communication skills. Improved performance and customer service.
Increased self-confidence and morale. There is greater trust between
supervisor and employees and a greater sense of teamwork. Employees
feel acknowledged because their needs are being met.
Why
this practice was so successful and is worth replicating
Teamwork,
particpation, planning for success, and getting involved directly
with the employee. This direct involvement with the process brought
the supervisor closer to the employees and created a stronger
sense of trust and understanding. The workshops were offered onsite
to eliminate the need to travel.