Andrea Nispel (2019)
This guide is crafted for managers and customer-facing staff in job centres and public services, aiming to improve communication with migrants. The effective delivery of public services hinges on communication, yet various challenges arise, such as clients’ limited understanding, stress, and staff facing time constraints and the technical language of services. These difficulties are intensified when clients have limited English skills and different cultural perspectives.
Fortunately, this brochure provides concrete strategies and practical tips. Managers will find insights on supporting staff to assist clients with limited language skills, while all staff members can benefit from specific guidance to reflect on communication styles in our increasingly diverse working context. By implementing these recommendations, the guide seeks to enhance communication effectiveness, particularly in situations involving clients with limited English skills and diverse cultural backgrounds. The overarching goal is to create a more positive experience for both migrants and staff within job centres and public services.
https://www.ecml.at/Resources/ECMLresources/tabid/277/ID/101/language/en-GB/Default.aspx (09.01.2024)