°µÍøÁÔÆæ

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By Steve Doswell

Last month, I had the privilege of taking part in a thought-provoking DWP Employers Webinar on building multilingual, inclusive workplaces, organised by Joanna Statham, a partnership manager working in Birmingham and Solihull District who leads on newly arrived communities and digital inclusion. The session brought together professionals from various backgrounds to explore how we can create environments where language is never a barrier to opportunity.

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The asset of diversity

As we gathered virtually on screen, I was struck by how often we need to make the business case for linguistic diversity rather than simply recognising its inherent value. But we do, so we do. From my perspective, the benefits are clear: multilingual staff bring unique perspectives and problem-solving approaches that drive innovation through their cultural and cognitive diversity. Organisations with linguistic diversity can better serve global markets and diverse customer bases, gaining competitive advantage through authentic cultural connections.

Yet we still encounter resistance. Too many employers see language diversity as a ‘challenge to manage’ rather than an asset to leverage – especially in the UK and English-speaking countries. This mindset shift is fundamental to creating truly inclusive workplaces.
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Confronting misconceptions

During our discussion, we tackled some of the most persistent misconceptions. The most damaging is the conflation of limited English proficiency with limited professional capabilities – or even worse, limited intelligence. Potentially brilliant engineers, skilled craftspeople and experienced professionals may get overlooked simply because they don't yet have confidence in workplace English.

Another misconception involves overestimating the level of English needed for specific roles. Many employers demand "native-level" English when the actual communication requirements of the job could be met with far less linguistic proficiency, especially when supported appropriately.

A fellow participant shared a powerful personal story during the webinar about his father, who emigrated from what is now Bangladesh and worked in a factory for decades. Despite becoming fluent in Urdu through interactions with Pakistani colleagues, he never mastered English beyond basic greetings. His father was in fact an accomplished linguist – but because his English wasn’t strong he wasn’t recognised for all the skills he had.Ìý

 
Interpreting support

When we discussed arranging professional interpreting support, I emphasised the importance of understanding different interpreting modes and their applications. In-person interpreting works best for complex negotiations, sensitive HR matters, and induction training where body language and visual cues matter. Video interpreting offers flexibility for regular team meetings and semi-formal conversations, while telephone interpreting provides immediate support for spontaneous interactions.

I stressed the importance of using qualified, accredited interpreters bound by professional codes of conduct wherever possible. While I mentioned °µÍøÁÔÆæ and ITI registration, I also highlighted NRPSI as another quality benchmark. The key is to make sure interpreters have the skills and understand the ethics of interpreting and confidentiality agreements etc – plus where possible, pre-briefing them to provide context and enable preparation.

Technology as support, not solution

The discussion of language technology was particularly relevant given the current Generative AI boom. I explained that while AI and digital translation tools can support routine day-to-day communications, they should complement rather than replace human interpreters for all business-critical interactions. We also need to be cautious with AI tools when dealing with less highly-resourced languages in AI datasets – Arabic, African, South Asian, and East Asian languages often receive inadequate representation and the output can be unreliable.

For larger organisations and public sector employers, I recommended considering investment in tailored language technology solutions that incorporate industry-specific terminology and cultural nuances. But technology alone won’t be the answer in all except the most specific niches.

Learning from educational practice

One productive avenue we explored was adapting educational approaches to workplace settings. Schools excel at creating visual communication supports that could easily transfer to workplaces – translated infographics, multilingual signage and ‘scaffolding’ techniques that break information into manageable chunks with comprehension checks.

The educational sector's experience with supporting English as an Additional Language (EAL) offers valuable insights for workplace linguistic integration strategies.

Safety first, language close behind!

Health and safety understanding emerged as a critical concern. I advocated for developing multimodal safety materials – visual guides, videos with subtitles in multiple languages, alongside translated written materials. "Buddy systems" with bilingual staff serving as safety ambassadors during onboarding periods and regular safety drills have also proven effective in some organisations.

Misunderstanding safety instructions isn't just about compliance; it's about protecting people's lives and livelihoods.

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Case studies that work

We examined several successful examples during our session. NHS Trusts and local authorities which have implemented professional interpreting services report significant improvements in patient outcomes and successful public engagement, while also seeing better staff retention among multilingual healthcare and local government workers.

We also touched on research on UK construction sites highlighting the role of bilingual workers serving as informal interpreters. While these workers effectively facilitated communication through ‘translanguaging’ (using a mix of languages, gestures, and visuals) the research emphasised the need for formal language support structures to ensure consistent, safe, and accurate communication.

Practical starting points

As our session concluded, participants wanted concrete action steps. My key recommendation was conducting a language audit of existing staff to uncover hidden linguistic resources and establish a simple language skills register. Many organisations sit on untapped multilingual talent they don't even know they have.

I also suggested auditing current recruitment and onboarding processes for unnecessary language barriers and overly complex English. Small changes in job descriptions, application processes, and initial training can dramatically improve accessibility.
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Beyond compliance

What resonated throughout our discussion was that this work goes far beyond compliance or box-ticking exercises. When we create barriers based on English proficiency that isn't essential for the role, we're not just missing out on talent, we're perpetuating systemic inequity.

The story of our colleague's father – working for decades, building relationships across language barriers, contributing meaningfully to his workplace and colleagues despite his limited English – embodies the resilience and capability that transcends assumptions about linguistic boundaries. His experience challenges us to think differently about what it means to be equipped for multilingual workplace success.
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Professional responsibility

As language professionals, we have a responsibility to advocate for clearer understanding of when and how language support should be provided. This isn't about compromising on standards; it's about recognising that excellence comes in many forms and our traditional measures of workplace readiness may be too narrow in some cases.

The conversation reminded me why organisations like °µÍøÁÔÆæ exist – we’re here not solely to maintain professional standards in our industry, but also to champion the value both of linguistic diversity wherever it’s found – and of offering professional language support wherever it’s needed.
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A call to action

Every inclusive practice we implement, every bias we challenge, and every barrier we remove brings us closer to workplaces where everyone can thrive, regardless of their first language. The potential is there – we just need to create the conditions for it to flourish.

I’d encourage any employers reading this to start with that language audit. Look at your recruitment materials, your onboarding processes, your safety communications. Ask whether you're truly assessing job-relevant skills or inadvertently filtering out capable candidates.

For fellow language professionals, this reminds us that our work extends beyond traditional interpreting and translation roles. We're advocates for linguistic inclusion, advisors on communication strategy, and bridges between communities and cultures. The title of DWP’s session, "Beyond Words" in many ways perfectly captures that mission.Ìý

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SteveÌýDoswell MCIL Chartered Linguist is a member of the °µÍøÁÔÆæ and is Chair of °µÍøÁÔÆæ Council.

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Views expressed onÌý°µÍøÁÔÆæ VoicesÌýare those of the writer and may not represent those of the wider membership or °µÍøÁÔÆæ.

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