For migrants whose first language is not English communicating with service providers can be challenging. Front line and reception staff can also lack confidence and struggle to know how best to help.
In our policy laboratory we worked with Glasgow Clyde College to develop resources to support accessible communication. Our handbook and wall poster offer simple do’s and don’ts with visual tips and reminders for front line and reception staff.
They are designed to:
- increase staff confidence in communicating with service users for whom English is not a first language
- help with building relationships of trust
- assist in overcoming some of the challenges of providing support and the barriers to accessing support experienced by migrants.
This handbook provides general information and simple strategies for overcoming language barriers in spoken communication. It also offers advice around using interpreters and machine translation. Finally, there are some tips at the end about making written information more effective for audiences with varying degrees of literacy and levels of English.
Wall poster – Let’s Talk: Speaking with service users for whom English is a second language
This poster for your wall has quick hints and visual reminders for speaking with service users for whom English is a second language
You can download printable copies of both the handbook and poster from the links below
Handbook – Let’s Understand Each Other
Poster – Let’s Talk (Best Printed in A3 format)
If you have feedback on how using these resources has worked in your organisation or ideas about how we can refine them please get in touch. Rebecca@migrationpolicyscotland.org.uk
Find out more about Migration Policy Scotland research on how migrants are disproportionately affected by poverty in Scotland here.