Best Practices for Language Use in Multicultural Offices


How do you promote inclusion in a workplace where employees are speaking a multiple of languages?  How do you create policies that are fair?  What is legal?  What is not?  What is a good practice and what is exclusionary?  The tips below will help you to create an understanding of what are respectful language policies.

1.  Don’t  have written policies that state “English only” in  the workplace. This is illegal in Canada and an employee can cite discrimination on the basis of country of origin or language.

2.  Do take into consideration  the competing interests of different stakeholders when discussing how and when it is helpful to speak another language in the workplace.

3.  Don’t make an issue out of two people speaking together on a break or lunch hour.  Employees have the right to do so on their break, and usually they find this to be relaxing.

4.  Do encourage people  in a supportive way to speak English even if they have a language barrier. Empathize. Ask them if they would like you to correct them. Sometimes employees may use their first language for communication because they feel self-conscious about their grammar and pronunciation or the negative reaction they receive from English speakers.

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5. Don’t make rigid statements about English only in the workplace as it could backfire.  Instead,  have a discussion with employees about under what circumstances they think are reasonable.  Most companies will agree that when it comes to an emergency or health and safety, speaking a foreign language is necessary.

6. Do let employees and co-workers know if you feel excluded from conversations because they are not speaking a language that the rest of the group understands.  Sometimes people are unaware of the impact that this may have on morale and productivity as well as their self-image.

7. Don’t overlook the point that speaking foreign languages may be a symptom of a larger issue of exclusion:  workplace cliques, cultural divide, insecurity and lack of trust.  Your organization may have bigger problems that are fueling the desire to speak other languages in the workplace when it is not warranted.

To learn more about multilingual etiquette in the workplace, check out our on demand webinar at: https://www.diversityatworkcommunications.com/webinars

You’ve Come a Long Way Baby…. But They Haven’t


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Evelina Silveira, President Diversity at Work

News Flash!  Sexual harassment, sexual assault and rape are making the global headlines.  Whether it is the gang rape of women and children in India or closer to home the stories about our Royal Canadian Mounted Police and the American Military.

We have a real global problem. With all of the advances women have made we  are not taking seriously on the job.  We are still in an age where authorities will turn a blind eye to violence against women and children.  We don’t have to look very far to see that women’s basic right to safety continues to be violated even in democratic countries like India, Canada and the United States.

Our Western countries are supposedly the beacons of progress and equality – but I guess that is not the case if you are a woman who wants to enter into a patriarchal institution like the US Military and the RCMP.

I have a few questions for the officials.  Did you ever prepare to have women be a part of your forces?  What proactive steps did you take to ensure that the women would be taken seriously by yourself and those you lead? What policies were put into place? What kind of screening questions were used to disqualify members who could not work respectfully in a male/female workplace? What training was given? Did anyone ever argue that there was a  “business case” for having women in these positions? What kind of training was involved to bring acceptance and respect for fellow female officers in these institutions?   It seems like none of this happened.  Clearly the RCMP and the US Military have failed women when it comes to affording them the same respect that male officers have been given.

 A lot of pain could have been prevented that the brave women endured.  An infrastructure was needed which could have:

  • ·         screened out people who cannot work respectfully alongside members of the opposite sex,
  •        had a knowledgeable and sensitive official who the victims could trust .

We’ve come a long way indeed, but some of our institutions definitely need to catch up when it comes to workplace respect and safety for women.

If you would like more information about gender sensitivity training, please contact:

Diversity at Work   519-659-4777 or info@yourdiversityatwork.com.

Low-Cost and No Cost Tips for Workplace Inclusion


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Evelina Silveira, President, Diversity At Work

So you have taken a look at your budget and your boss says there is no money for diversity and inclusion activities this year.  What do you do?  You started something great where you work and now – BANG!  You fear that you could lose the momentum you started.

There is no reason to let your budget constraints keep you from creating an inclusive workplace.  Here are a couple of easy low-cost and no cost actions you can take that do make a difference:

 Make use of your existing resources.

 Do you have a company newsletter, intranet or know how to put a podcast together?  Capitalize on these avenues for delivering diversity information and education as well as use them as a forum for recognizing your diversity champions.  The intranet can be a great place to pose diversity related problems and ask employees for feedback.  Consider posting recent articles and eZines like the Inclusion Quarterly or links to websites like Diversity!in the workplace.   It’s cheap and you can keep employees up to date in a simple and efficient way.  Make use of these vehicles for communication.

 Learn a foreign language for free.

Don’t let time or money get in the way of learning a new language.  Do a quick internet search, and you will find that indeed you can learn a language for free.  Or if you prefer, some public libraries subscribe to language courses for their patrons and this means you can access them at no cost.  I know that my local library has access to Mango Languages.  Check it out.  No excuses!

 Make your print materials easier to read.

 Just by increasing the size and simplifying the font you use can make a big difference in how people with low vision  can read your material.  Remembering to keep backgrounds light or white and use black font for best results.  This is simple and low-cost and makes  a huge difference.

 Save costs on advertising and pre-screening candidates.

 Have you checked out the non-profit agencies that help people with barriers to gain employment?

By circulating your ads to non-profit agencies, you stand a better chance of meeting your employment equity requirements by widening the pool of applicants.  You can save on advertising costs by giving the organization some criteria for pre-screening candidates.  This should save you time and ultimately money.

There are so many more ways to make diversity and inclusion a reality without breaking the bank.

For more ideas check out our eBook, Diversity and Inclusion on a Budget at http://yourdiversityatwork.com/ebook/.

Mental Illness: A Cry for Compassionate Workplaces


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By:  Evelina Silveira, President Diversity At Work in London

I picked up my voicemail the other day to hear a friend’s desperate plea to give her a call.  She wasn’t feeling well.   Instinctively, I knew something was wrong.  I nervously looked for all of her numbers calling all of them with no response.  I gave up. I became worried.

First thing in the morning, I gave her a call.  She was relieved to hear from me.  She was having a serious anxiety attack and asked me to stay the day with her.  I listened, but I couldn’t relate.  I couldn’t understand why someone was feeling so agitated to the point that she was having difficulty with simple daily functions.  There were no health problems in her family, her marriage seemed good and so were the kids, and there didn’t seem to be any money problems either.  But somehow, she was incapacitated and had taken a sick leave from work.  I wondered if I was insensitive and I also asked myself how many times she must have faced attitudes like mine.

Just before my friend became ill she was given an increased workload.  The added stress sent her over the top!  I wondered how often this situation happens when employers keep on adding extra work trying to increase the bottom line.  But is the bottom line helped at all when these employees have to take a sick leave because the workload is just too much?   I also began to think about how a compassionate workplace must make a world of difference when it comes to  a return to work plan.

I began to ask my friend whether her workplace was understanding of her illness.  The response was neutral.  While she really wanted to go back to work, she wasn’t ready and feared that she would lose her job — an extra stress she didn’t need.

We strategized about how she could negotiate some accommodations with her employer.   We spoke about asking for a reduction in her  workload to its normal level and maybe working fewer hours. Perhaps hiring another person to do the extra work until she feels comfortable with taking it on?  I spoke to her about her right to accommodation .

As we spoke about her back to work plan, I realized that there are many ways an employer can accommodate someone like my friend who has worked with them for so long.  But it does take some creativity, compassion and the realization that mental illness is a disability just as any other.  It also means caring co-workers who can recognize when an ill co-worker is having a bad day and not to judge.  It means being humble and understanding that mental illness can happen to any of us.

In this ever rushing, consumer-oriented society that we live in,  we have become so disconnected to those experiences that once gave us balance;  because they no longer exist.  We can only expect it will become more common.

MAINSTREAM MEDIA AND ABORIGINAL PEOPLE — DECADES OF BIASED REPORTING


The Idle No More movement has been successful with raising awareness of aboriginal issues in Canada, and engaging the country in a conversation it rarely has.  Although I have to say, reading the comments posted about Chief Spence and aboriginal people in general, have shown me a side of racism I often don’t see and tells me that the conversation must continue.Dream catcher silhouette

Racism is often rooted in misinformation.

Recently, I realized a few things in a conversation with a friend, who acts as an aboriginal advisor in his workplace. We have incredibly different perspectives.  My friend lived some part of his life in an aboriginal community and spent a good part of his early years in residential schools.  Despite some upheavals and hardships he managed to get to college and have a successful career in the public service. I like to play devil’s advocate with him to see how he will respond to different contentious issues that I raise. I think you will find some of his responses surprising and informative.

1.   Why is so much of the aboriginal housing dilapidated and looks like no one cares for it?

He responded that the band will have homes built for people on low incomes.  He gave me a couple of examples of families he knew who were on social assistance and could not afford to maintain the home that they were given let alone heat them.  Furthermore, he spoke of split level homes that were equipped with electric heating way up north.  How can the average person afford an electrical heating bill in a northern climate? Much of the housing is not built to withstand the low temperatures, causing huge maintenance problems in a short time.   It just doesn’t  make sense!  It’s also poor planning.

2.  Why can’t aboriginal people maintain some of the infrastructure that has been  paid for by taxpayers?

My friend explained to me how a water treatment plant was set up in a community where they had previously had to rely on the river for water.  The government came in and set it up and trained one person.  Everything was great until that person left, leaving the community with a void.  They trained another person to treat the water but he did not know how and so they went back to relying on the river.

Government projects usually don’t have any sustainability built into them.  Sustainability in itself is a huge issue when it comes to aboriginal communities.  If you have a federal government that changes every 4 years and a band administration every two, you have some real challenges. A lot of money goes down the drain, aboriginal and non-aboriginal people alike get upset.  There are a lot of expectations and little when it comes to return on investment.

3.  Why do aboriginal people get so defensive when we ask them to be financially accountable?

He did not deny their need to be accountable but then said that the government had not done their job, checking up on their books earlier. He said that the government could have taken a different approach and offered to send in some of their people to train them in accounting practices instead of accusing them of waste.

Approach is everything when it comes to working with aboriginal communities.  Instead of “this is what you have to do”, a less patriarchal approach such as “what do you need from us to help you get these books in order”? could go over better.

If we rely on the media solely to help us form our relationships about “the other” we will undoubtedly have a very biased opinion.  If you look at the responses my friend gave me, did you ever hear any of these in a newspaper, or on the news?  Of course not!  We are only getting a snippet of a big picture – filtered through hundreds of lenses before it reaches us, sometimes with only a speck of truth left to it.

Could this also be the experience of aboriginal people who may not have much exposure to non-aboriginal people to talk about these issues?

Evelina Silveira. President Diversity At Work

Listen Up! Canadians Have Feelings, Too!


Evelina Silveira, President, Diversity At Work in London

I have been working with New Canadians for many years, and as a child of immigrant parents, I grew up with a lot of anti-Canadian sentiments.  Usually, my parents’ complaints had to do with the leniency with which Canadian parents treated misbehaving children or the relative permissiveness of Canadian society that was a sharp contrast to where they were from.  While they would complain occasionally about Canada, they would always end the conversation about how wonderful  Canada is and how grateful they were to be here.

I hear similar statements now that I am working in a field with many New Canadians.  Grievances about the educational system, health care, judicial system, and so on.  I have often found myself sitting back and saying nothing, even though, at times, I feel offended or maybe even disappointed.  On the other hand, I have encountered similar comments, even ethnocentric ones, from Canadian-born individuals related to immigrants.  For whatever reason, it seems that it is easier to challenge a Canadian co-worker than a New Canadian about stereotypes or ethnocentrism.  Is this truly fair?

The truth of the matter is that both need to be challenged.  Oftentimes, the New Canadian makes these statements out of frustration with the whole acculturation process.  Sometimes, everything is so new that they wish it was the same as it was back home, where they understood everything and knew how to navigate everyday life.  Unfortunately, these expressions of frustration can also be expressions of racism, ethnocentrism and lack of appreciation for life in Canada.

My suggestions to New Canadians who are prone to “Canadian bashing” are to:

1.  Ask Questions – Why are things done this way?  What are the values behind these institutions?  Get to understand the country and its people before you criticize it.

2.   Get involved.  Isolation from mainstream society can make you feel more negative about life here.  You can do many things – take a course, do volunteer work, get involved in politics. Conduct research on Canada etc.

3.  Stop and think for a moment.  How would you feel if you heard Canadians or other groups commenting about your culture the way you do about them?  What would you call it?  Would you report it?

4.  Remember, just because you have not received a reaction or received a reprimand does not mean that your comments do not have an impact.  Canadians sometimes tend to be passive-aggressive with these types of views by avoiding direct confrontation and instead showing their resentment in other ways.

In this day and age when so much turmoil is going on in the world., where wars, hunger and intolerance dominate our media, we have so much to be thankful for living in a country that is a haven of peace and sanity in an insane world.

Cross Cultural Differences Exist. Period


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Climate, language, history geography, spiritual beliefs, politics, kinship groups,  and ways of knowing  will be different cross-culturally. Why then is it so difficult for some people to acknowledge that cultural differences do exist?  The research on cross-cultural differences abounds, albeit some of it has been racist, ethnocentric and conducted with poor methods and funded by eugenics organizations to advance their agenda of creating the perfect race.  Unfortunately for some, their negative exposure to the former type of research is what remains embedded in their psyche, unable to explore the possibilities that good research on cultural differences can offer appreciation for one another and  maintain positive  international relations.

After working for over 20 years with various ethno-cultural groups, and having learned to navigate through my parent’s culture of origin and the Canadian one, I know for a fact that cultural differences do exist.  This doesn’t mean that one is necessarily better than the other, it just means that differences occur because of the myriad of reasons that were noted in the introduction.  Cultures are formed by differences and similarities.  The similarities in their experiences makes them a culture; this is what distinguishes them from people whose experiences are different.  The formation of cultural groups helps them to keep the characteristics that make them unique.

Indeed, when we speak about cultural differences there is the possibility of us making assumptions and creating stereotypes.  From our early years we are taught to separate and categorize for instance blocks of different colours  to help us order things in our mind and to make sense of them, and to understand their unique properties.  Yes there will always be “blocks” or “people who don’t fit so nicely into these categories but it is natural for us to want to try to make sense of large amounts of important information especially when it comes to understanding the human race..

I know that my contentions will probably deviate from those of my diversity consultant colleagues; but I believe that there is some merit to making generalizations about cultures when there is solid research backing  them up, while keeping in mind that there will always be those people that do not “fit into the box”. Ethnographies have come a long way since the days of Malinowski’s,  ‘The Sexual Life of Savages”, and cultural anthropologists are constantly improving their research methods.

Exploring cultural differences can give us not only great insight about others, but a better understanding of ourselves as well.

Just because we are afraid of creating cultural stereotypes or making assumptions is no reason for us to contend that all cultures are the same and not talk about them.  Instead, through dialogue and exploring the potential differences and the pitfalls with making some assumptions will we truly learn from one another.

Evelina Silveira, President Diversity At Work in London

Honesty is the Best Policy When It Comes to Supporting New Canadians In the Workplace


Over the last 4 years I have worked directly with New Canadian students coordinating work placements for them to gain the experience that they need to forge ahead in their professional lives.  As a consultant, I am in a unique position where  not only do I hear from immigrants about their workplace experiences, I also hear from employers about some of the challenges that they are facing working with a different demographic.

There are many situations that have come up over the years that were sensitive ones, that I had to address with New Canadians because I wanted them to succeed in their work life.  Sometimes I had to let them know that their clothing was too provocative for a Canadian workplace, I had to gently tell them to work on their intonation because they sounded like they were delivering a death telegram, or I explained to them the adage that “time is money” in Canada means if you are late for work it usually means you are going to get into trouble.  I have always prefaced my conversations with New Canadians to let them know that  although what I may tell them may sound too direct, I am giving them this advice because I want to see them succeed.  In the four years that I have worked with New Canadians to help them find work placements, I have to say that no one has ever minded when I told them the truth because my intentions were good.

So often I have heard sad stories from New Canadians who are let go and do not know why.  They are usually terminated because of a lack of soft skills, by not following the social conventions of the workplace.   Along the way, many people would have seen these behaviours, but probably decided to leave them alone for fear of offending them.  Instead , co-workers will talk behind their back, which is disrespectful instead of dealing with it up front.  The cost of not addressing issues with New Canadians because of fear of offending them can be damaging not only to them but for the company as well.  Honest feedback  gives New Canadians an opportunity to improve which can lead to pay increases and promotions in the future.  I have often noticed how organizations that are “too polite” and not open with their New Canadians, never seem to promote them.  They will tell their employees that their English is good, but then they stay in the same entry-level position for 10 or more years.  Instead, an employer that addresses issues of fluency by giving the employee an opportunity to improve, in my opinion is far more supportive and equitable  than one who leaves it alone.  The first employer is not recognizing the potential of the employee where the latter one does and is willing to support he or she to achieve workplace success.

For New Canadians who are entering into our work force for the first time, it is important to keep an open mind that is receptive to feedback.  You may want to suggest to a co-worker or a supervisor that you trust to let you know when you are not handling a situation the way they normally do in your workplace.    Let them know that you are sincerely open and that  you want to be successful in your work and that you need their advice.  When you let someone know this, you are giving them permission to guide you.  Many Canadians are very worried about offending others so they may avoid giving feedback.

Conversely, co-workers and supervisors should address any issues that arise with a New Canadian right at the beginning to give them a chance to improve and to let them know how you would like them to handle different situations.  When you say for instance ” I am telling you this because I want you to be successful in your job ….” they are more likely to take your advice.  It shows that you see their  success as part of your responsibility.

Taking the Stigma out of Pronunciation Lessons


By:  Evelina Silveira, President, Diversity At Work in London Inc.

Flyer – Pronunciation Skills.2011

Excellent communication skills are paramount to navigating through challenging situations in and out of the workplace.  For most people, they do not come easily and must be learned.  If you are a non-native English speaker who has been through the local public educational system to take your English classes, there is a good chance that you did not spend much time learning good pronunciation.  For whatever reason, teaching ESL speakers how to pronounce  well has not been a priority.  Quite often however, the students will come away with reasonably good writing and conversation skills, but are  misunderstood.  It is hard to understand why a New Canadian is in ESL classes for 3 to 5 years and continues to make the same pronunciation errors that they made when they first arrived.  The reality is, is that very little time gets devoted  to teaching pronunciation in the classroom, but also within the Teaching English As A Second Language curriculum. Furthermore, the classroom can be too large to allow for individual coaching.

If  a New Canadian spends some time outside the ESL classroom, independently studying , they can improve their pronunciation considerably.  However, as people get settled more here and the demands of work and family take precedence, it is easy to see how developing good pronunciation can take less of a priority.

Frequently, I will  be contacted by persons who feel they need some improvement with their pronunciation as well as employers who seek to support their ESL employee.  For those inquiring about lessons for themselves, they often feel embarrassed asking their employer to share the cost, believing it is too much to ask for.  My contention is that pronunciation and elocution lessons are just another form of professional development that helps employees enhance their communication skills.

Pronunciation lessons  presented the same way as they would for  any other form of professional development.  You can approach it in several ways.  Here are a few ways you can present the idea of pronunciation classes for your employees:

1)   If you find within the hiring process that the candidate could use some extra help, ask them if they would be ready to take some classes that you as an employer would be prepared to cover the costs.

2)  During the performance appraisal, offer the employee some pronunciation classes.  It is important that you emphasize the employee’s value to the organization and you want them to feel more confident in the work that they do, as well as have the same opportunities for advancement as the rest of the staff.

3)  Alternatively, if your organization is one that circulates professional development opportunities and asks employees to register their interest, make sure that you include pronunciation classes.   I would classify these under the same category as you would for other professional development that involves  improving your communication, such as:  public speaking; how to chair a meeting;,  and assertiveness training.

The key is to normalize offering and asking for support for pronunciation as much as possible.  As our workplaces become increasingly diverse,  it will be more challenging to make everyone feel included.  Being competent and feeling confident about your communication skills reduces micro inequities in the workplace and builds a greater sense of inclusion when handled in a supportive way.

“Accessibility” is not a dirty word


Author:  Evelina Silveira, President Diversity At Work

What’s the first image that comes to your mind when you here the word “accessibility”?  For many of us, it’s the international symbol of  the wheelchair, but sadly for others it means “more work” and  “more money”.  So why are businesses so behind in getting on the bandwagon?  It certainly isn’t for lack of trying  to get the message out.  Business associations and advocates for persons with disabilities have been out there, trying to educate businesses about their obligations.  Unfortunately, the attendance at these events has been abysmal.

I was surprised to learn that some businesses that do have accessible sites and accomodations do not want to post the accessibility sign on their marketing materials .  Do they not realize that utilizing this symbol brings in more business?  It speaks of a user friendly environment for people with disabilities.  I just don’t get it!

I completely understand  that for small businesses the extra work and the extra costs may seem daunting.  But, listen to this!  A study published by the RBC in 2000, estimated that the buying power of people with disabilities is around $25 billion.  This means that by making your services more accessible you will get more customers.

Sadly, whether we like it or not, if we live long enough we will be disabled in some way.  Creating accessbile businesses and workspaces makes good business sense.  We all end up benefitting.

P.S.  Public service businesses must be in compliance with the customer service standards by  January 1, 2012.

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