Dealing with employee communication issues that arise as a result of the interference of a non-English native language, may be a challenging task for a manager.

The following guide may assist in approaching this topic:-

How should I prepare for the discussion?

Identify the work performance issue at hand. Does the employee have a difficult time interacting with others in a clear and effective manner?   Is there a decline in productivity as a result?   Are mistakes being made? 

Consider options for improving performance. For example, coaching/training,  a change in work responsibilities.

Choose a time and place where you can speak with your employee privately.


Using a results approach to improving employee performance

Using a results-based approach enables you to explain the value of positive performance from different perspectives. You can talk about results that are important to the individual, the team and the company.

You are also able to use multiple reasons to explain why something is important or why something is not important. So if an employee reacts negatively to one result (i.e. impact another employee), you can use a different result (i.e. impact customer service) to illustrate your performance conversation.

Tips to keep in mind when speaking with your employee
 

• Validate the relationship.
• Acknowledge the person’s accomplishments, length of service, and position within the company.
• Discuss the importance of communication skills to their work role.
• Explain the consequences of the problem. Explain clearly the issues that the performance concern has caused for the company/department/client/individual.
• Be specific about the desired behavior. For example, “We expect you to interact with all customers in a clear and appropriate manner.”
• Express your confidence in the employee’s ability to meet expectations.  

 

Gaining commitment to improving performance
To gain commitment, you can use the following examples as a guide:-

• Link positive employee performance to enhanced capabilities:-  "By participating in the training (action you want employee to take), you will have an opportunity to give presentations at conferences (result of action)."
• Link how improved employee performance (more effective communication skills) can give the employee greater opportunities for career advancement.
• Link Employee Performance To Other Employees' Performance:   For example, identify who the employee’s performance impacts and use this information to emphasise how one employee's performance can positively or negatively impact another employee's performance and results.
• Link Employee Performance To Business Achievements and Results:  Examine workflow processes and the products/services you provide. Do they depend on effective oral information from your employee? If so, consider what happens when they get what they need or when they don't get what they need. Use this information to explain why effective performance is important.
• Link Employee Performance To Organisational Success and Results Measures: Think about how your organisation measures success (ie number of sales,  new clients etc). Look at strategic plans and operational goals for links. Use this information to explain the impact of doing or not doing the particular skill development.

 
Steps to take after the employee performance discussion

• Document your action plan, the employee’s response, and the next steps.
• Implement a training plan.
• Document any improved work performance.
• Give your employee feedback