October 2004 Newsletter ********************************************** IN THIS ISSUE: News You Can Use" Working with Non-English Speaking Employees Communication Corner" Improving Your Small Talk The Leading Edge" Dealing with Bad Bosses Just for Fun" A New Bout of Illnesses? Lost In Translation Communicating With Employees Who Don't Speak English Ethnic diversity is an exciting reality in the American workforce. The various skills, ideas, and perspective immigrant workers bring to the table are a tremendous asset to employers. However, diversity is diversity, and for many employees dealing with ethnic and cultural differences is challenging. One of the most common of these challenges comes in the form of language. No doubt about it, working with employees who don't speak English as their first language can be tricky. In fact, language barriers and misunderstandings can get in the way of effective communication, creating complications in the workplace" and in the healthcare profession, even the smallest problem can result in a big catastrophe. If your healthcare organization employs immigrant workers who don't speak English as their first language, you'll want to take note of the tips below. They're aimed to help you and your employees attain a better understanding and sensitivity toward this unique group, and ultimately gain better, more effective communication in the workplace. Set the tone. Let current as well as new employees know that you value and respect immigrant workers. Provide sensitivity training that addresses cultural differences and language barriers. This training should emphasize that a large number of immigrants have considerable education and experience in their native country, but due to their limited English speaking abilities, they are left working a job they're overqualified for. To drive the point home, try this simple exercise: ask your native employees to describe what they're wearing, but in a different language. Chances are, most won't be able to accomplish the task. Through this exercise, you should emphasize that even though they can't effectively speak in a foreign language, they are still skilled and intelligent people" just like their immigrant counterparts. By highlighting these types of issues, your employees can begin to shed any preconceived notions that immigrant workers are stupid, slow, non-technical etc. Bottom line: make sure employees know that many foreign workers possess important skills, but just don't communicate in English very well" yet. Recognize that while they're somewhat the same, they are still different. Make it known that even though people share a common language, it doesn't mean they are all alike. Think of it this way: as Americans we share a language, but hardly anyone would call us all the same. Just as customs and cultures vary from states and regions in the United States, the same is true for foreign countries. Someone labeled "Hispanic" may come from a populous Central American city or a small village in Mexico. So, don't assume that all immigrants share the same culture and background just because they share the same language. Identify and get to know foreign workers as individuals. This approach will help open the lines of communication. Junk the jargon. When working with immigrants, refrain from slang. Using jargon or acronyms may not translate well, and the result could be mass confusion. Make sure employees know to choose their words wisely. Be specific and stick with simple, and if possible, small words. Clarify, clarify, clarify. Concerned that people may think they're stupid or that they may lose their job, many immigrant workers are hesitant to speak up when they don't comprehend something. So, never assume you're being understood. Let the employee know that it's OK if they don't understand, then ask for feedback or for a demonstration, especially if you're training them. Keep a pen and paper handy. You may need to draw pictures or diagrams to help illustrate what you're trying to say. Seek bilinguals. If your healthcare organization employs a good number of immigrant workers, you may want to focus some of your recruitment efforts on bilinguals. While these individuals may seek more pay, this will be money well spent. After all these skilled individuals can serve as a crucial communication link. Lastly, remember that it's crucial to be patient. An understanding supervisor or co-worker can help immigrant workers from feeling inadequate and/or embarrassed when they can't express themselves clearly. Ultimately, this kind of approach will help your healthcare organization remain competitive by maintaining a stable, diverse, and productive workforce. Making Small Talk No Big Deal It's inevitable. At one time or another we are all faced with the task of making small talk. It could be at a meeting, a cocktail party, or more commonly for healthcare professionals, with a patient. Indeed, forcing yourself to make conversation to mask the uncomfortable silence while in the presence of virtual strangers can be an unwelcome activity. Yet, acquiring small talk skills can help you network, nail an interview, and gain success on the job. One of the keys to mastering small talk begins with perspective. Maintaining a positive attitude is paramount when trying to create meaningful conversations with semi-strangers. To be an effective conversationalist keep the following in mind the next time you're in a "small talk" situation: " Everyone can prove to be a potential friend or helpful business contact. " By being inquisitive, you can learn a lot of interesting things about people. " Listening to what others have to say can help you find valuable information and opportunities. " While it may take effort to make small talk now, the next time you see the person, your conversation will flow much more naturally. Small Talk Tips To make the most out of small talk, take note of the tips below. " Always try to have a cache of icebreaker questions in mind. "How was your weekend?" "What do you think of this weather?" are just a few examples. Other questions or topics of conversation could include current events, sports, movies, and books. " Avoid controversial topics such as politics, religion, negative gossip etc. If you don't know the person well, you might offend them or end up in a heated discussion. " Try to find things you may have in common with the person you are speaking to (i.e. working in the same industry, sharing similar hobbies, a love for the same sports team, etc). " Show interest when the other person is speaking by nodding and using eye contact to show you are listening. " Ask open-ended questions like "That's interesting, can you tell me more?" "What did you think of that?" " Paraphrase other person: "So it sounds like you're saying"" " When ending a small talk conversation, politely excuse yourself by saying something such as, "Well, it was great talking to you, and I hope to see you again." Remember, the better you get at small talk, the better connections you will make with other people. And the more people that you have connections with, is all the more people who can/will be able to help you when you need it. "Don't knock the weather; nine-tenths of the people couldn't start a conversation if it didn't change once in a while." --Kin Hubbard Bad Boss!! Getting rid of the "demons" that sometimes possess your boss Despite what many may say and think, being the boss is hard work. True, the pay is higher and the boss has more job control than that of his/her subordinates" but, this all comes with a price. Properly delegating, efficient scheduling, and keeping staff happy are just a few tasks almost every boss faces. With this in mind, it becomes quite easy for bosses to make mistakes. Furthermore, some bosses are so busy or distracted that they don't even realize the error in their ways, and they most likely never will, unless it's brought to their attention. Simply put, if your boss is acting out of line, you and your co-workers must confront him or her about their behavior. Doing nothing, or quitting your job will get you nowhere. After all, there's no guarantee you won't have to face the same situations at your new job. Below are some unattractive personality traits that may take over your boss from time to time, along with some quick tips to help you expel these "demons." The Dictator Your boss is viewing the workplace as a dictatorship as opposed to a democracy. You may often hear, "Do it this way because that's how I said I wanted it done!" or "Well, it doesn't matter what you think because you're not the boss, I am!" When bosses resort to this type of management style, they are probably at the end of their rope. They may feel as if they don't know how to get people to do things. They may also feel personally threatened when employees question them or challenge their ideas. Quick tip: If your boss is prone to an authoritarian style, pay special attention to how you package things. If you have an objection or suggestion, preface your statement with something like, "I understand how you want this done, and I'm absolutely willing to do that, but could you entertain my suggestion?" Approaching your boss out of the blue and telling him that the department doesn't appreciate his management style, might make him more defensive. However, by affirming the bosses wishes, and letting him know you understand what he wants, you ultimately help take the boss's guard down and open items up for discussion. The Enigma This type of boss doesn't know much about what her employees do and vice versa. The manager is qualified for her position, but doesn't make any effort to learn about the department as a whole. This boss may not want to reveal her lack of knowledge, and as a result, she ends up using incorrect terminology, addressing irrelevant issues, and misrepresenting the team's ideas. Quick tip: Take every chance you can get to explain your primary day-to-day tasks to your boss. This doesn't necessarily mean you should approach her with a laundry list of all your duties. Rather, you could mention something here and there in daily conversation. You could also suggest a staff meeting for your group. Volunteer to lead the meeting. Set an agenda, which includes a discussion about the team's responsibilities, and give your boss a copy a day ahead of schedule. This will allow your boss to feel prepared, but at the same time, the pressure of having to lead the meeting, ask the appropriate questions, and address the right issues will be lifted. Again, your boss may be more than qualified in her area of expertise, but still unfamiliar with the nuances of the department. After one or two of these meetings, your boss should have a better understanding of the group, and should cease to be such an enigma. The Overachiever This boss makes promises without a real plan as how to keep them. These managers don't want anyone (especially those in top management) to think that they are incompetent. As a result, they make commitments without consulting the rest of the department. Of course, when inevitable problems occur later, this boss may point the finger at their own employees. Quick Tip: These situations are extremely tricky, as telling your boss "no" to a task he assigns can result in poor performance reviews, or even worse, the risk of losing your job. When your boss overextends your workload, make your case clear. Say, "I can do this new project, but understand that I won't be able to do X, Y, or Z. So, would you still like me to follow through on this project?" This kind of statement demonstrates your willingness to adhere to your boss's wishes, but at the same time, you're explaining what you won't be able to do as a result. This kind of approach will force your boss to prioritize, and more importantly it will help you achieve a clear vision as to the tasks you should be devoting your time to. The Know-It-All This boss flaunts her experience, degree, awards or whatever else she thinks makes her qualified for her current position. While she may not intend to demean you, she never seems to miss an opportunity to remind employees about her past and present successes. Quick Tip: Working with people who think they're better than everyone else is hard. This situation is made even more frustrating when your "know-it-all" boss asks for help. Your first reaction may be "why don't you do it, if you're so smart." While this response is probably warranted, it's too juvenile for the workplace. Don't stoop to this level. If your boss consistently displays this kind of attitude, your only option is confronting her. Again, she may not even be consciously aware that she's being so boastful. You can tactfully and effectively communicate your concerns by saying something like, "The department is aware of your credentials and knows how qualified you are, but your constant reminders make us feel inferior, and in a team environment, I think it's important to maintain a sense of equality and unity." Remember, it's not always easy being the boss. While attitudes and actions such as the ones detailed above are not acceptable, you should still try and see issues from the boss's point of view. When you do approach the boss on his/her behavior, make sure you're calm and collected. Describe his or her behavior, its impact, and how small behavior modifications would benefit the entire department. If you and your co-workers have repeatedly confronted the boss in a constructive manner to no avail, it's probably time to go to your boss's boss. "You can't let praise or criticism get to you. It's a weakness to get caught up in either one." " John Wooden A New Bout of Illnesses? It's a sad and unfortunate fact of life: many employees call their work claiming to have an illness, when in fact they just want a day off. Shocking!! While many employees think they're being sneaky, this tactic is usually quite apparent to employers and managers. When this is indeed the case, many managers may prefer that employees just tell them the truth. This will probably never happen, but if it did, employees would be calling in with some interesting "illnesses." Maybe it would sound something like this: "Sorry, boss I can't come in to work today. I have" The Macy's One-Day Sale Flu. The Drivers License Renewal Appointment 24-Hour Virus. The Friday Afternoon Start The Weekend Early Sudden Unbearable Stomach Pains. The I Need a Hair Cut and My Stylist Doesn't Make Evening Appointments Bout of Influenza. The It's Spring Break and I Want To Pretend I'm a Teenager Again General Ailment. The I've Screwed Up Royally and I Won't Come In To Face the Music Illness. |