When we think of communication problems in the education sector...

Ismail Akinci
Ismail Akinci | 23 Oct 2019

Effective communication is really important in education. It connects teachers, students, parents, and the whole community. This helps everyone understand their goals, expectations, and progress. However, communication challenges in school can get in the way of teamwork, hurt learning, and damage trust.

Things like language barriers, cultural differences, generation gaps, and technology problems make school communication very complex. 

This article will look at the root causes of these challenges. 

Imagine a class where students don’t understand instructions because of language issues. Or parents feel disconnected from their kids’ schoolwork. Teachers may struggle with outdated ways to connect. Sadly, these scenarios are real problems many schools face today. 

When communication is unclear, bad things can happen. It can break trust, cause misunderstandings, and make people feel separated. Students may feel lost and without support. Parents may feel uninformed and worried. Teachers may have trouble engaging their audience well. 

Over time, these communication gaps can hurt academic progress. They can reduce student motivation and even contribute to dropout rates. It’s a vicious cycle that can harm the success of schools and the well-being of their communities. 

Fixing these challenges requires teamwork from everyone involved. Everyone needs to be open to change and committed to fostering a culture of open and transparent communication. 

The following sections will explore practical strategies and steps that can be taken to bridge the communication gap and enhance the learning environment for all.

We will also tackle how All Graduates help Brighton Grammar School, a school with a diverse community,  deal with these kinds of problems. 


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Communication Challenges in Culturally Diverse Schools

Teachers in culturally diverse schools often face difficulties communicating with students and parents from different cultural backgrounds. Studies show over 60% of teachers find it challenging to engage parents from non-English speaking backgrounds.

a boy student is reading in the library

Communication barriers arise when people speak different languages or have different communication styles. For students, not understanding instruction or disciplinary actions due to language differences can lead to behavioral issues like aggression or bullying. Staff members may also struggle to work together effectively if they have contrasting communication styles.

Language Barriers: More Than Just Words

One of the most obvious communication challenges in culturally diverse schools is language. While English may be the common language of instruction, students may have varying levels of proficiency, making it difficult to fully grasp concepts and express themselves effectively. This can lead to feelings of isolation and frustration, hindering their academic progress and overall well-being.

Cultural Differences: Navigating the Unseen

Communication is not just about words; it’s also about nonverbal cues, unspoken expectations, and cultural norms. These can vary greatly from one culture to another, and misinterpretations can easily occur. 

For instance, students from some cultures may view direct eye contact as disrespectful, while others may interpret it as a sign of engagement. These cultural differences can lead to misunderstandings and make it challenging to build rapport and trust.

The Impact of Language Barriers on Student Outcomes

Communication challenges can have a huge impact on students from diverse backgrounds. Studies show that students with limited English proficiency tend to have lower grades and higher dropout rates.

On the same note, when parents can’t communicate effectively with teachers and staff, they may feel disconnected from their child’s education. This can negatively affect a student’s motivation and success in school. 

As an example, parents may miss important messages about assignments, events, or their child’s progress if communications aren’t in a language they understand.

Some solutions that have been shown to help include:

Providing professional interpreters and translators. Schools that offer language services in the major languages of their community have been able to improve engagement and relationships with families.

Translating essential documents. Things like student handbooks, newsletters, report cards, permission slips, and announcements should be available in the relevant languages. This helps to keep all parents informed and involved.

Building cultural awareness. Educating teachers and staff about cultural differences can help them be more sensitive and effective communicators. Understanding a family’s background and values leads to more positive interactions and outcomes.

Using technology for translations. While human translators are ideal, apps and services can also be used to quickly convey information in emergencies or for short messages. These tools are getting better all the time but should be used carefully.

Providing English classes. Some schools offer ESL or English classes for parents and families. This helps empower them to communicate directly with the school and assists their children’s learning at home.

Focusing on inclusive communication and language access leads to a supportive environment where students from all backgrounds can thrive. Schools that make the effort to connect with linguistically diverse families in meaningful ways will see the benefits in student well-being, community engagement, and academic success.

Bridging the Communication Chasm with Professional Language Services

Effective communication is key to building positive relationships between schools and culturally diverse families. However, language barriers can make this challenging. Using professional interpreters is one of the best ways to overcome communication challenges and connect with parents from non-English speaking backgrounds.

Interpreters help convey important information accurately between the school and families. They translate conversations, documents, and notices, ensuring that nothing gets lost in translation. This means parents can fully understand their child’s progress, opportunities, and any issues. It also allows them to communicate their concerns, questions, and feedback to the school.

Studies show that using interpreters leads to improved student outcomes. When parents are more engaged and informed, they can better support their child’s education. Interpreters play an important role in facilitating this engagement and involvement.

Professional interpreters also help schools avoid issues that can arise from using informal interpreters, like family members, friends, or children. Informal interpreters may filter or change information to suit their agenda. They can also feel uncomfortable interpreting sensitive topics or confidential discussions. 

In contrast, professional interpreters are trained to interpret information objectively and keep all discussions confidential.

While professional language services may require an initial financial investment, the long-term benefits to students, parents, and schools are well worth it. 

Interpreters help build trust and cooperation between culturally diverse families and schools. They ensure that all parents, regardless of language background, have equal opportunity to support their child’s education. 

For schools aiming to foster an inclusive environment and help each student reach their full potential, professional interpreting is an invaluable tool.

All Graduates specialises in providing professional language services to bridge communication gaps. We can connect your school with NAATI-accredited interpreters in over 100 languages. Together, let’s build positive partnerships with parents from all cultural backgrounds.


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Creating an Inclusive Community Through Better Communication

To build an inclusive community, improving communication is key. When communication barriers exist, it can negatively impact relationships and cooperation. This is especially true in diverse, multicultural environments like schools.

Use inclusive language

Using inclusive language that recognizes and respects different groups of people is critical. Pay attention to the images, phrases, and words you choose. Avoid assumptions and be mindful of cultural differences in how certain terms or concepts are understood. Providing translated materials and interpreters are two ways to improve inclusiveness.

Open and transparent communication

Open communication, where people feel heard and valued, builds trust and understanding. Be transparent in the reasons behind decisions or policies and provide opportunities for constructive feedback. Surveys, focus groups, and community forums are useful for gaining insights into diverse audiences and adapting your communication style.

Meet people where they are

Effectively communicating across cultures requires understanding your audience. Connect with people in ways they can easily understand, whether that’s providing materials in multiple languages, using visuals, or simplifying complex ideas. Consider people’s backgrounds, experiences, and abilities. A “one-size-fits-all” approach often fails in diverse, multicultural settings.

Bring people together

Create opportunities for people from different backgrounds to connect through events, partnerships, or shared experiences. When people interact directly, cultural barriers and misunderstandings tend to decrease. Promoting intercultural dialog and relationships within the community helps to build inclusion.

a teacher is experiencing communication challenges in taking to a parent

Improving communication and inclusiveness is an ongoing process that requires continuous effort and adaptation. 

But by using inclusive language, maintaining open and transparent communication, meeting people where they are, and bringing the community together, you’ll be well on your way to fostering an inclusive environment where people from all backgrounds feel respected and valued.

Improving Communication at Brighton Grammar School

When we think about communication challenges in education, we often focus on teachers and educators struggling to connect with their students. However, we don’t always consider the struggles they face in connecting with parents. 

This is an ordeal Brighton Grammar School has to deal with. 

Understanding Different Perspectives

A few years ago, senior leaders at Brighton Grammar School received some surprising feedback from recently held parent-teacher meetings. Maggie Lynch OAM, the Coordinator of the school’s International Parents’ Support Group, noted there was a communication gap with families from non-English speaking backgrounds.

 As a top independent school with great academic success and an active international marketing effort, Brighton Grammar is a popular choice for new Australian families seeking excellent education for their kids and immersion in Australian culture.

 However, some of these new community members had a hard time fully engaging in important parent-teacher discussions because they didn’t speak English. 

Missing Out on Valuable Information

Not realizing the benefits of using interpreters meant non-English speaking families were missing out on helpful feedback from parent-teacher and parent-school meetings. The school reached out to All Graduates to find a possible solution to the communication problem. 

Enabling Better Understanding 

All Graduates quickly started working with the school to test a pilot program using interpreters for parent-teacher meetings. John Phillips, Brighton Grammar’s Director of Advancement, said the pilot had great results for the school and parents. With John and Maggie’s helpful insights, we were able to launch regular language services. 

“All Graduates have provided interpreter services for our parent-teacher interviews over the past four years. The feedback from our international parents about this service has been incredibly positive and confirms our decision to keep offering language support going forward,” said John Phillips. 


John Phillips
Director of Advancement at Brighton Grammar School

Meliora Sequamur

In keeping with the school’s motto “Let us keep pursuing better things,” earlier this year we expanded our relationship with the school to increase multilingual communications for students and families. 

Recognizing not every situation requires an interpreter, All Graduates began working with International Student Liaisons on an awareness program using LiME, our new multilingual audio messaging system. 

“When discussing LiME with All Graduates, I was very interested in how we could apply this to enhance student well-being. We are now developing a series of messages to engage with both students and parents around the school’s counseling services,” said Maggie Lynch OAM. 


Maggie Lynch OAM,
International Parents’ Support Group Coordinator at Brighton Grammar School


Getting Excited About LiME

inclusive learning environment can help in overcoming communication challenges in diverse communities

We’re really excited about our latest offering, LiME. It’s a customized cloud-based audio solution. With it, we can create and manage audio content for many platforms in over 100 languages with specific accents and dialects spoken by native speakers. 

Brighton Grammar is keen to use LiME across WeChat, SMS, email, and various mobile apps as selected by the school. This means staff won’t need to develop new documents but can instead reuse existing communications by making custom audio content.


So there you have it, some practical tips and solutions to help improve communication in the education sector and make a real difference. 

In the dynamic realm of culturally diverse schools, communication stands as the bridge that connects educators and students from myriad backgrounds. 

It seems complicated, but focusing on inclusiveness, providing language services, and promoting understanding can go a long way. 

While communication challenges, cultural differences, and technological disparities can pose barriers, these obstacles can be overcome through mindful approaches that embrace multilingualism, promote cultural sensitivity, and ensure equitable access to technology.

By adopting these strategies and fostering a culture of understanding and respect, educators can transform their classrooms into hubs of inclusive learning, where every student feels valued, engaged, and empowered to reach their full potential. 

And just like with Brighton Grammar School, we are ready to lend a hand and partner to improve communication and collaboration with schools that deal with students and parents from culturally and linguistically diverse backgrounds. 

Let’s celebrate the rich tapestry of cultural diversity in our schools and harness the power of effective communication to nurture a generation of global citizens who are equipped to navigate a world teeming with diverse perspectives and shared experiences.

Reach out, start a conversation, and keep an open mind – you’ll find that we have more in common than what separates us. 

Together, we can create an educational environment where people from all backgrounds feel heard, respected, and empowered. 


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  • Sarı M. H., Yüce E. (2020) ‘Problems Experienced in Classrooms with Students from Different Cultures’, Journal on Efficiency and Responsibility in Education and Science, vol. 13, no. 2, pp. 90-100
  • Working on Common Cross-cultural Communication Challenges by Marcelle E. DuPraw and Marya Axner
  • Inclusive community engagement: 10 good practices to mobilize underheard audiences by Soren Fillet


All Graduates
All Graduates | 8 Aug 2019

Language barriers can be a thorn in the side. Whether you’re trying to order food at a foreign restaurant, or you’re giving a presentation at a global conference, not being able to speak the same language as the other person can make things really tough. How to overcome language barriers may seem to be a very daunting task. 

Here’s another scenario, imagine you are a business owner planning to expand your operations into a foreign market. You have a great product or service to offer, but you quickly realize that your potential customers speak a different language. Without a way to effectively communicate your value proposition, your chances of success dwindle, right?

But fear not! In this blog, we bring you ten awesome tips on how to overcome language barriers and enhance your communication skills.

If you’re a business executive aiming to connect with global clients, a manager leading a multilingual team, or an individual seeking to improve cross-language interactions, these strategies will be your guide.

With each strategy, you’ll discover actionable tips and real-life examples that can help you break down linguistic barriers, foster meaningful connections, and achieve better outcomes in your personal and professional life. Let’s embark on this language-conquering journey together and unlock a world of possibilities.


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Leaping Over The Hurdle

In our increasingly diverse world, effective communication is crucial for building relationships, fostering understanding, and achieving positive outcomes. Language barriers can often hinder communication and create challenges in both personal and professional settings. This is why it is essential to conquer these barriers by implementing practical strategies.

Language barriers can arise due to differences in language proficiency, cultural backgrounds, and communication styles. However, by equipping ourselves with the right tools and techniques, we can bridge these gaps and communicate more effectively.

2 professionals from different cultural background is having a conversation on how to overcome language barriersAccording to a study by the International Journal of Intercultural Relations, 75% of professionals believe that language barriers hurt their work. Additionally, 90% of respondents reported experiencing difficulties in understanding and being understood when communicating with colleagues from different language backgrounds.

These statistics highlight the pervasive nature of language barriers and the urgent need for effective strategies to overcome them.

Now, let’s dive into these practical strategies and discover how they can empower you to conquer language barriers and communicate more effectively in our multicultural society.


1. Use Plain Language

When it comes to overcoming language barriers, using plain and simple language is a crucial strategy. By utilizing clear and straightforward communication, you can increase the chances of being understood by individuals who have limited proficiency in a particular language.

When using plain language, avoid jargon, technical terms, and complex sentence structures. Instead, opt for everyday words and simple sentences that are easily comprehensible across language barriers. This approach helps to bridge the communication gap and ensures that your message is effectively conveyed.

Remember, the goal is to make your content accessible and understandable to a diverse audience. By employing plain language techniques, you can enhance the clarity and effectiveness of your communication, ultimately fostering better understanding and connection.


2. Easy English For The Win!

Easy English is a concept that can greatly assist in overcoming language barriers in communication. It involves using simple language and clear sentence structures to ensure better understanding across diverse linguistic backgrounds.

By employing Easy English techniques, individuals can enhance their ability to communicate effectively, especially in multilingual environments. This approach focuses on simplifying complex information and avoiding jargon or technical terms that may be unfamiliar to non-native speakers.

By making content more accessible and understandable, Easy English promotes inclusivity and improves cross-cultural interactions. It is a valuable tool for creating clear and concise communication that transcends language barriers.

For instance, imagine you are a manager leading a team of diverse individuals, including employees who have limited proficiency in the company’s primary language. You have an important project to discuss with your team, and you want to ensure that everyone understands the objectives, tasks, and timelines involved.

Instead of using technical jargon and complex sentence structures, you choose to implement the Easy English approach. You craft a clear and concise email that outlines the project in simple terms, using everyday language that is easily understood by individuals with varying language backgrounds. You avoid using industry-specific terms and provide explanations for any necessary terminology.

By adopting this approach, you break down the language barriers that might hinder effective communication within your team. Your email is accessible to all members, regardless of their language proficiency, and allows everyone to comprehend the project requirements and expectations. As a result, your team members feel included, empowered, and ready to contribute effectively to the project’s success. 


3. Slow Down, Be Clear

When communicating across language barriers, it is crucial to speak slowly and clearly. Enunciating your words and using a moderate pace can greatly enhance understanding and facilitate effective communication. 

Here are some important reasons why speaking slowly and clearly is essential on how to overcome language barriers: 

Improved Comprehension: Speaking slowly allows the listener to process the information more effectively, especially when they are not fluent in the language being used. By enunciating clearly, you provide them with the opportunity to grasp the intended meaning of your words.

Enhanced Listening Skills: Speaking slowly and clearly encourages active listening. It helps the listener focus on the content of the conversation, enabling them to pick up on key points and fully comprehend what is being conveyed.

Reduced Misinterpretations: Rapid speech or unclear pronunciation can lead to misunderstandings and misinterpretations. By speaking slowly and clearly, you minimize the chances of confusion and ensure that your message is accurately received.

Respect for Others: Speaking slowly and clearly demonstrates respect for individuals who might be struggling with language barriers. It shows your willingness to make an extra effort to accommodate their needs and build a connection beyond linguistic differences.

Remember, adjusting the speed and clarity of your speech can greatly assist in overcoming language barriers and fostering effective communication. By employing this simple yet powerful technique, you can bridge gaps and ensure your message is received and understood by all.


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Take a page from Audrey Hepburn, and speak your words clearly.




4. Polish Your Professional Persona

Professional development plays a crucial role in enhancing communication skills and overcoming language barriers. By continuously improving their knowledge and abilities, individuals can effectively navigate cross-language interactions and foster better understanding. 

Here are some key aspects of professional development that can contribute to this:

Language Training and Courses 

Engaging in language training programs and courses can significantly enhance communication skills. These initiatives provide individuals with the opportunity to learn new languages or improve existing language proficiency, enabling them to communicate effectively with diverse audiences.

Cultural Competence Training

Cultural competence training equips individuals with the knowledge and understanding of cultural differences, ensuring respectful and sensitive communication across diverse backgrounds. By developing cultural competence, professionals can navigate language barriers with increased confidence and effectiveness.

Interpersonal Communication Workshops

Participating in workshops and training sessions focused on interpersonal communication can enhance language skills and provide strategies for effective cross-language interactions. These workshops offer practical techniques for overcoming language barriers and fostering meaningful connections. 

Continued Learning and Networking

Continued learning within one’s field and active networking can promote exposure to diverse perspectives and language styles. Engaging in conferences, seminars, and industry events allows professionals to expand their communication skills and build relationships with individuals from different linguistic backgrounds.

Seeking Feedback and Self-Reflection

Actively seeking feedback and reflecting on one’s communication abilities are essential aspects of professional development. By evaluating their communication strengths and weaknesses, individuals can target areas for improvement and adapt their communication strategies to overcome language barriers.

Professional development empowers individuals to cultivate their communication skills, understand cultural nuances, and effectively overcome language barriers. By investing in continuous learning and growth, professionals can navigate diverse linguistic environments with confidence and achieve better communication outcomes.


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logo of NEXPD, a company that offers self-paced OnDemand Courses and Workshops

Please visit our sister company NEXPD for self-paced OnDemand courses and workshops designed for bilingual workers, interpreters, and translators.


logo of Find A Translation, a website with over 80,000 resources covering over 200 languages

Translated resources are also great for professional development. The Find a Translation website provides over 80,000 resources covering over 200 languages from around Australia and New Zealand.


5. Let Graphics Do The Talking

Incorporating graphics is a highly effective strategy for enhancing communication in cross-language interactions. Visuals can transcend language barriers by conveying meaning and information in a universal way. By visually representing concepts, data, or instructions, graphics provide a clear and concise message that is easily understandable, regardless of language proficiency. 

Who doesn’t love visuals, right? So, check out these ways how to use them effectively:

  1. Infographics: Present complex information or processes in a visually appealing and straightforward format.
  2. Icons and Symbols: Utilize icons and symbols that are universally recognized to represent concepts or actions.
  3. Charts and Graphs: Visualize data and statistics using charts and graphs to facilitate comprehension.
  4. Images: Incorporate relevant images that support the main message and evoke emotions.

Just a reminder though, always use culturally appropriate images and consider the accessibility of your graphics to ensure inclusivity. By leveraging the power of visuals, you can effectively communicate your message and overcome language barriers.


6. Repeat, Repeat… Did We Just Say “Repeat”?

Did you know that repetition has been a key element in communication for centuries? One of the earliest examples of repetition in writing can be found in ancient Egyptian hieroglyphs. These intricate symbols were often repeated to reinforce their meaning and help convey important messages. 

How to overcome language barriers: RepeatToday, repetition continues to be a valuable tool in overcoming language barriers and enhancing communication effectiveness across various contexts.

Not certain how to use repetition to your advantage in cross-language interactions? We got you. 

Emphasize important points

When communicating with individuals who have difficulty understanding the language, it is essential to emphasize important points through repetition. By repeating key information, you give them more opportunities to grasp the main ideas and ensure they do not miss essential details.

Use varied examples and illustrations

Repeating information in different ways, such as using varied examples or illustrations, can help individuals with limited language skills connect the dots and gain a comprehensive understanding. These visual aids can bridge the language gap and provide additional context, making the information more accessible.

Recap and summarize

At regular intervals during a conversation or presentation, take a moment to recap and summarize the main points discussed. This allows for reinforcement of key information and helps individuals better comprehend and remember the content shared.

Provide written support

In addition to oral repetition, providing written support can significantly boost comprehension. Include key points in handouts, slides, or other written materials that individuals can refer to during and after the communication. This reinforces the information and allows for further engagement and reflection.

Encourage active participation

Engaging individuals actively in the conversation can enhance repetition and comprehension. Encourage them to ask questions, share their understanding, or provide examples related to the topic at hand. This interactive approach allows for repetition through conversation and fosters a collaborative learning environment. 

Keep in mind the power of repetition in reinforcing key concepts and facilitating understanding across language barriers. By incorporating these strategies into your communication, you can make your message more accessible and impactful.


7. Patience Is Key

When communicating with individuals who have limited proficiency in a language, it is essential to approach the interaction with patience and respect. 

Consider these things always: 

Slow Down Your Pace

Speak at a slower pace to allow individuals to process the information and comprehend what you are saying. Avoid speaking too quickly or using complex vocabulary that might be challenging to understand. 

Use Clear and Simple Language

Opt for clear and concise language that avoids jargon, slang, or technical terms. Use everyday words and simple sentence structures to ensure effective communication and reduce confusion.

Give Time for Understanding

Allow individuals to take their time to understand and respond. Avoid interrupting or rushing the conversation, as it may create further barriers and hinder comprehension.

Demonstrate Empathy and Respect

Show empathy by acknowledging the challenges individuals face due to language barriers. Be patient while listening and provide support when needed. Treat everyone with kindness and respect, fostering an inclusive and comfortable environment for communication.

Utilize non-verbal cues such as gestures, facial expressions, and body language to enhance understanding and convey your message effectively. These visual cues can provide additional context and aid in bridging the communication gap.

Patience and respect are paramount when communicating with individuals who have limited proficiency in a language. By creating a supportive and understanding environment, you can foster better rapport and ensure successful cross-language interactions.


8. Call In The Pros Part 1: Engage A Translator

When faced with language barriers in communication, one effective solution is to engage a professional translator. By utilizing the services of a skilled translator, you can effectively bridge the gap between languages and ensure clear and accurate communication. 

Here are some key advantages of hiring a translator:

  1. Accurate and Reliable: A professional translator possesses the necessary linguistic expertise to accurately convey your message without any loss of meaning or confusion.
  2. Bridging The Gaps Between Cultures: Translators are not just fluent in multiple languages, but they also possess deep cultural knowledge, allowing them to accurately convey cultural intricacies and implications.
  3. Time and Efficiency: Having a  translator saves you time and effort, as they have the skills and resources to quickly translate and interpret complex information.
  4. Professionalism: Professional translators adhere to strict ethical guidelines and maintain confidentiality, ensuring that your sensitive information remains secure.
  5. Increased Reach: By engaging a translator, you can expand your audience and reach a wider range of individuals who may not understand your language.

Lastly, make sure that when engaging a translator, it is crucial to provide them with context and any relevant materials to ensure the accuracy and effectiveness of the translation.


9. Call In The Pros Part 2: Enlisting An Interpreter

Interpreters play a pivotal role in bridging the gap between individuals who speak different languages. By effectively translating spoken words in real-time, interpreters ensure clear communication and facilitate understanding across language barriers.

There are several types of interpreters, each specializing in specific areas and settings. Conference interpreters are often seen in large-scale international events, providing real-time translation for attendees. On the other hand, community interpreters work closely with local communities, assisting with medical appointments, legal proceedings, and social services.

Simultaneous interpreters excel at interpreting spoken words quickly and accurately, often working in conference settings with the help of specialized equipment. On the contrary, consecutive interpreters listen to a speaker’s words and then relay them in the target language once the speaker has finished.

Regardless of the type, interpreters are instrumental in fostering understanding and facilitating effective communication among individuals who speak different languages.

When enlisting interpreters, it’s essential to choose professionals with fluency in both the source and target languages, as well as cultural knowledge. This ensures accurate interpretation while considering cultural nuances. Interpreters can be employed on-site or remotely through video or telephone conferencing platforms, allowing for flexible and convenient communication.

By taking advantage of professional interpreters, individuals can communicate effectively and confidently, fostering better relationships and achieving successful outcomes in diverse language environments.


10. Make Practice A Habit

In order to truly master a new language and improve your communication skills, it is imperative to practice regularly. Consistency is key when it comes to language acquisition, and by dedicating a few hours each day to practice, you will see remarkable progress in no time. There are various resources available to aid your language learning journey.

Consider joining language exchange programs where you can interact with native speakers and enhance your conversational skills. Additionally, online courses offer convenience and flexibility, allowing you to learn at your own pace.

Don’t underestimate the power of regular practice – it’s the stepping stone to fluency and effective communication. Start today and reap the rewards!



In the grand tapestry of human diversity, languages are threads that weave us together. Instead of being barriers, languages are bridges that connect us. In this article, we’ve discussed the ten great strategies on how to overcome language barriers. 

By embracing the challenge of language barriers and approaching them with patience, respect, and an open mind, you not only enhance your communication skills but also enrich your life with meaningful connections and cultural insights.

Instead of just thinking about how to overcome language barriers, opening our doors and being receptive to other people whether they speak our language or not is a wonderful experience to behold. 

So go ahead, break those linguistic barriers, and embrace the beauty of multilingual communication. Remember, every word you learn, every person you connect with, is a step toward a more interconnected, understanding world. 

At All Graduates, we are dedicated to helping you navigate the complexities of global communication. Our LiME Multilingual Messaging was created to address this gap in language services, repurposing existing written documents and creating pre-recorded audio for customer engagements. Join us in breaking down language barriers and embracing a truly interconnected world.


Happy communicating!


Hopefully you’ve picked up a trick or two, and can navigate your next cross-language engagement with confidence and capability.



Language is the link between behaviour and outcome

Ellias Appel
Ellias Appel | 25 Jun 2019

You’ve probably found yourself frustrated with how healthcare providers communicate. Maybe you felt like they were talking over your head with fancy medical jargon or not really listening to your concerns. The language used in healthcare settings has a huge impact on people’s experiences and outcomes.

When done right, communication can help build trust, convey empathy, and lead to better health for patients.

Unfortunately, too often language acts as a barrier rather than a bridge. This is especially true for marginalized groups who face discrimination and unequal treatment in healthcare. The words clinicians choose matter. Even subtle expressions can make certain groups feel excluded, disrespected, and less likely to seek care.

The good news is we all have the power to drive positive change through the way we communicate with each other. By making an effort to use more inclusive language, healthcare organizations and providers can help remedy inequities, break down barriers, and achieve the goal of providing the same high-quality experience for all. 

In this article, we’ll explore some simple yet effective ways to get started. The path forward begins with awareness, empathy, and a commitment to do better.

The Role of Language in Healthcare

Inclusive language is essential for delivering equitable healthcare. It is the conduit through which understanding and positive behavior change can be achieved. Without effective communication, how can we expect to see the outcomes we desire, like reduced emergency department overuse or improved health literacy?

To start, the language we use must be engaging, accessible, and culturally appropriate. This means assessing both the level of English language proficiency and health literacy of our target audiences. This is especially important for health information, where misunderstanding the message can have serious consequences.

A healthcare provider explains a procedure to her patients using inclusive languageInclusiveness requires empathy. Our language should reflect an understanding of diverse experiences and perspectives. For example, avoid broad generalizations or terms that imply a single ‘norm’. 

Recognize and be sensitive to differing cultural attitudes around health, illness, and help-seeking behaviors. Promote shared values of access, equity, and empowerment.

Metrics provide evidence of impact, like increased knowledge, behavior change, or service utilization. But behind the numbers, language plays a significant role. 

It builds connection, conveys meaning, and ultimately determines whether we achieve our goal: improved health outcomes for all. Because when we get the message right, change will follow.

How Poor Health Literacy Impacts Outcomes

When patients have poor health literacy, it significantly impacts their health outcomes and the healthcare system. Studies show that those with inadequate health literacy have higher rates of hospitalization and disease and lower life expectancy.

As a patient, not fully understanding health information makes it difficult to properly manage chronic conditions or follow treatment plans. This often leads to poor self-care and health choices. For the healthcare system, it burdens emergency departments and increases costs. According to research, emergency room visits can cost 4 to 14 times more than seeing a primary care doctor.

Poor health literacy also makes traditional health campaigns and education less effective for marginalized groups. 

Some reasons for this include:

Language barriers: For culturally and linguistically diverse groups, language can be a major obstacle to understanding health information. Translating materials into other languages is not enough. The content and messaging must also be culturally appropriate.

Preferred learning styles: Different cultural groups may prefer receiving information in specific ways, e.g. oral vs. written. Audio and visual options should be offered in addition to the written word.

Power dynamics: Cultural beliefs about authority figures like doctors can impact how information is received and acted upon. Content should aim to empower patients and address any cultural taboos.

The good news is health literacy can be improved by making health information more accessible through:

Plain language: Using simple words and short sentences to explain medical terms and concepts.

Teach-back method: Asking patients to explain information back to you in their own words to ensure comprehension. Then re-teaching as needed.

Alternative formats: Providing information in audio, visual, and interactive formats in addition to text. It helps to bridge the gap between languages and cultures.

Cultural competence: Educating healthcare providers on cultural beliefs and learning styles of different groups to improve communication and trust.

With some adjustments to how we develop and deliver health information, we can achieve positive changes in health literacy and outcomes.

The key is making inclusive health communication a priority. 


The Link Between Language and Behaviour

As a healthcare provider, the language you use has a direct impact on your patients’ behaviours and outcomes. The words you choose shape how your patients understand health issues and determine the actions they take. 

Using inclusive, empathetic language can positively influence patients from culturally and linguistically diverse backgrounds, helping to improve health literacy and achieve better health outcomes.

Language Informs Thinking And Action

The language we are exposed to, especially as children, shapes how we think and behave. For CALD groups, limited English proficiency can limit health literacy and affect poor healthcare decisions. Providing information in a patient’s native language, or with the assistance of a qualified translator, helps to bridge this gap. It allows patients to fully understand their conditions and treatment options so they can make the best choices for their health.

An Engaged Patient Is An Empowered Patient

Taking the time to connect with your patients, understand their perspectives, and communicate in a meaningful way has significant benefits. Patients who feel heard and respected are more likely to follow recommended treatment plans and make informed choices. Engaging with patients from diverse backgrounds in an inclusive, culturally sensitive manner is key. 

How can we improve engagement with diverse groups?

There are a few key ways to engage culturally and linguistically diverse (CALD) communities:

Use visuals: Images, videos, and infographics help overcome language barriers and improve understanding.  Create simple animations to demonstrate health topics. Photos of people from diverse cultural backgrounds make your resources more relatable.

Provide translated materials: Offer resources in the languages of your target audiences. Ensure high-quality translations by skilled professionals.

Use audio: For those with limited English proficiency, hearing information can be more effective than reading it. Podcasts, videos, and phone messages are good options. Embed audio files that provide a translation of your written content. 

Partner with community groups: Work with organizations that already engage your target audiences. They can help promote your messages and provide feedback on your approaches.

Train staff: Educate employees on health literacy, cultural competence, and effective communication across diverse groups. Their interactions and the language they use directly impact patient experiences.

The extra effort to positively impact the patient experience through empathetic communication and tailored resources leads to improved outcomes.

Metrics Matter

As a healthcare provider focused on outcomes and cost-effectiveness, the metrics matter. Non-critical use of emergency departments, for example, costs significantly more than primary care. For CALD groups, poor health literacy and limited English proficiency are often underlying factors in inappropriate Emergency Department use and other poor health decisions. 

Providing information and resources in a patient’s native language has been shown to positively change behavior by helping patients better understand available health services and make more cost-effective choices. The investment in inclusive communication and culturally tailored resources can have a huge payoff, with some studies showing potential savings of up to 14 times the cost.

The link between language, thinking, and behavior is clear. Healthcare providers must make an effort to understand their diverse patient populations and meet them where they are. Speaking in a language they understand, providing information tailored to their needs, and engaging with empathy and care are some of the most impactful actions we can take to empower patients and achieve the best outcomes.

Improving Health Literacy in Diverse Populations

Improving health literacy among diverse populations requires strategic and thoughtful communication. Visual aids, like pictures and videos, can convey complex healthcare concepts when language alone may not suffice. Integrating literacy, culture, and language improves healthcare quality for all.

Meeting Diverse Needs 

Different populations have different needs. Keep in mind that what is effective for one group may not be effective for another. Thus, one-size-fits-all solutions don’t always work. 

Successful health literacy programs consider a community’s prevalent languages, cultural backgrounds, education levels, and more. They then develop materials suited to that audience.

For example, a program for new immigrants may provide information in multiple languages and use pictures to demonstrate key points. A program for elderly patients could have large print materials, and speak slowly and clearly while limiting complex medical jargon. 

Culturally Competent Care 

In order to achieve positive changes in healthcare, it is crucial to recognize the significance of providing culturally competent care to patients from diverse backgrounds. Culturally competent care refers to the ability of healthcare professionals to understand and respect the values, beliefs, and practices of different cultures, and to tailor their approach accordingly.

To ensure equal access to healthcare services, it is essential to offer language assistance options that go beyond just translations. Utilising trained interpreters (in-person or video remote) or telehealth services, providing audio translations, and employing culturally sensitive communication techniques can bridge the language gap and foster better understanding.

A male healthcare provider tending to his patientMoreover, investing in health literacy initiatives for diverse populations can empower individuals to actively.

By embracing cultural competence, healthcare providers can effectively address the unique needs and preferences of patients from various ethnic, religious, and linguistic communities. This not only enhances patient satisfaction and engagement but also improves health outcomes and promotes inclusive practices.

An Active Role in Health 

Improving health literacy enables people to play an active role in their well-being. When patients are equipped with the knowledge and skills to understand medical information, ask pertinent questions, and adhere to treatment plans, they become partners in their own care. These lead to better outcomes and a more efficient healthcare system overall.

This collaborative approach not only leads to better health outcomes but also contributes to the overall efficiency of the healthcare system. By fostering a sense of ownership and empowerment, healthcare providers can create a patient-centered environment that respects diversity and promotes positive changes in healthcare delivery.

The bottom line: effective communication and culturally appropriate education are vital to improving health literacy in diverse populations. Using visual aids, simplifying language, and accounting for cultural differences are all strategies that make health information accessible to more people. And when people understand their health, they are empowered to pursue better well-being.

Creating Engaging Healthcare Content

To create engaging healthcare content for CALD communities, focus on using simple, inclusive language and an easy-to-understand format.

Think about your audience and what will resonate with them. Data suggests many in CALD groups face health literacy challenges and may prefer information in audio or visual formats. Provide content in the languages your audiences speak, and have it reviewed by native speakers to ensure it is culturally appropriate.

Keep it simple 

Avoid complex medical jargon and aim for an 8th-grade reading level. Short sentences, bulleted lists, and double spacing will make your content more readable.

Focus on experiences

Help your audience relate by focusing on patient experiences. Share authentic stories of people from CALD communities using health services. Explain what to expect in a culturally sensitive way. This familiarizes people with the health system and addresses fears they may have about accessing care.

Promote inclusiveness

Use inclusive and empowering language. Refer to your audience as “patients and community members” or “people” rather than labels like “CALD groups”. Explain that health services are for everyone, regardless of cultural background, language, or literacy level. Promote a sense of belonging and entitlement to use health resources.

Provide practical guidance

Give clear guidance on how and when to access health services. Explain the difference between emergency care, primary care, and after-hours options. Provide details on making appointments, bringing interpreters, and having a health care plan. The more people understand the health system, the more likely they are to use the appropriate services.

Using these techniques will help engage your CALD audiences and support them in making informed choices about their health care. The language and formats you choose are key to linking health messages to outcomes and behaviors. Crafting inclusive, empowering, and practical content can make a real difference.

Translating Materials for Inclusivity

A healthcare provider explaining one of their materials written with inclusive languageTranslating materials into languages other than English is crucial for inclusive practice in healthcare. However, translation alone is not enough. To truly reach your audience and change behaviors, you need to consider how people from culturally and linguistically diverse backgrounds access and understand health information.

Simply translating written materials may not effectively engage these audiences or change behaviors. Partnering with community organizations and hiring professionals from diverse backgrounds will help ensure cultural appropriateness and relevance.

Consider your audience’s needs, values, and experiences. 

What are the barriers preventing them from accessing the right care? 

How can you empower them with knowledge and build trust? 

What metrics will show your efforts are working?

Design materials and messages to be:

  • Easy to understand, avoiding jargon and complex language
  • Available in multiple formats (written, audio, visual)
  • Culturally sensitive, free of assumptions, and inclusive of diverse experiences
  • Accessible on mobile devices, public computers, and in community spaces

Continually evaluate your progress using real-world data and community feedback. Look for changes in behaviors as well as self-reported measures like awareness, attitudes, and satisfaction. When done right, inclusive health communication has the power to transform lives and strengthen our healthcare system. But we must go beyond translation to create meaningful change.

Using Data to Track Engagement

Using data to track how well your messages are engaging your target audience is key. As we explored in the previous section, language is the connection between what you want your audience to do and what they actually end up doing. To see if your approach is working, you need to monitor how people interact with your content.

There are a few ways to gather metrics on audience engagement:
  • Trackable links: Create custom links for your content that you can use to see how many people click on them. Use a link shortener tool to create short, memorable URLs that redirect to your content. See which links get the most clicks to find your most popular topics.
  • Download and interaction data: If you have digital content like audio files, videos, or interactive tools, see how often people access or use them. For example, track how many times an audio file has been downloaded or how long people spend using an interactive questionnaire.
  • Surveys: Ask your audience directly how useful they found your content or resources. Surveys are a straightforward way to get feedback and see what’s resonating with people. Offer an incentive like a prize draw to increase the response rate.
  • Social media: Monitor comments, likes, shares, and mentions of your content on social media platforms. See which posts get the biggest response to identify what your audience finds most engaging and interesting. Engage with people who comment to build goodwill and get additional feedback.
  • Web analytics: Use a free tool like Google Analytics to get data on how people find and interact with your website. See how many visitors you get, what content they read, how long they spend on your site, and more. All of these metrics provide clues to what your audience finds most engaging.

A client answering a survey on his mobile phone. Using a mix of these data-gathering techniques, you can get a clear picture of how well your content and messages are resonating and make changes to improve engagement, especially for groups that face greater barriers. The more you engage your audience, the more successful your efforts will be in achieving the outcomes you want.

Evaluating Behavior Change in Patients

Evaluating behavior change in patients requires looking at metrics and outcomes. As a healthcare provider, you need to determine if your messages and resources are actually improving health literacy and achieving the outcomes you want.

For Culturally and Linguistically Diverse (CALD) groups, effective engagement often relies on addressing language barriers and cultural factors. Providing translated written materials alone may not be enough. Think about offering audio content, interactive options, and culturally appropriate translations. These can help bridge the gap for those with limited English proficiency or health literacy.

One study found that CALD patients were much more likely to inappropriately use expensive emergency department services for non-critical care, costing 4 to 14 times more than a primary care clinic visit. For these groups, poor literacy and English language skills can make traditional health campaigns less effective.

As an example, say you want to reduce non-urgent emergency department visits by increasing awareness of affordable after-hours clinic options.

How can you measure the resonance of your messages and the effectiveness of your behavioral change campaigns?
  • Track referral links, IP addresses, and geolocation data to see who is accessing your audio or online resources. Notice any increases from CALD areas or communities.
  • Survey patients at after-hours clinics to find out how they heard about the services. See if any mention your audio messages, translated materials, or website. Ask what was most helpful.
  • Compare emergency department visit rates from CALD patients over time. Look for decreases that could indicate your resources are improving health literacy and behaviors.
  • Get feedback from CALD community groups and leaders on the cultural appropriateness and effectiveness of your translated and audio materials. Make any needed changes.
  • Consider doing focus groups with CALD patients to explore how your messages are received and see if there are any other barriers to behavior change that you could address.

Evaluating outcomes and making data-driven changes will help ensure your resources are achieving the positive impacts and behavior changes you intend for all patient groups. Providing inclusive, targeted options like audio and culturally sensitive translations is key to effectively engaging with and supporting CALD communities.

How will you know if your messages are resonating and behaviors are changing? 


Language is a powerful tool that can be used to create and reinforce social norms, including those related to healthcare. Inclusive language practices can help to ensure that all patients, regardless of their background or identity, feel welcome, respected, and included in the healthcare system.

Something as simple as asking for a patient’s pronouns or avoiding insensitive language has the potential to make a huge difference in providing inclusive care. 

In addition, it is important to be respectful of patients’ cultural backgrounds and identities. This means avoiding making assumptions about patients based on their appearance, accent, or name. It also means being mindful of the language that is used to discuss patients’ health conditions.

Speak up if you witness insensitive language, and lead by example using words that are inclusive, compassionate, and kind. 

Achieving positive changes in language and inclusive practice in healthcare takes time and effort. However, it is essential to create a more welcoming and supportive environment for all patients.

Together, we can transform healthcare into an environment where people feel respected and cared for, regardless of their gender, background, or identity. Words have power, so choose them wisely and help create positive change.


All Graduates
All Graduates | 8 Apr 2019

You’ve likely heard the term CALD used when discussing communities in Australia, but what does it actually mean? 

As our society grows increasingly diverse, having a grasp on the term CALD and the people it encompasses becomes more crucial. Though the acronym might seem complex, this guide aims to demystify CALD communities in a comprehensive, easy-to-understand way. 

We’ll explore the term’s meaning, examine relevant statistics about these groups, and provide tips for engaging cross-culturally. You’ll gain insight into the tapestry of cultures that make Australia unique. 

Whether you interact with CALD communities professionally or simply want to expand your awareness, this guide will unpack all you need to know about our diverse national mosaic. 

Equipped with knowledge, you can help build a more inclusive society.

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What Is CALD? Defining Culturally and Linguistically Diverse Communities

CALD stands for culturally and linguistically diverse. CALD communities refer to groups of people in Australia who come from a non-Anglo cultural and linguistic background. 

According to the Australian Bureau of Statistics, nearly half of Australians today come from a CALD background.

A Growing and Vibrant Part of Australian Society

CALD communities contribute greatly to the social, cultural, and economic fabric of Australian society. Studies show that CALD migrants have higher rates of entrepreneurship and business ownership. Their culinary traditions and festivals also enrich Australia’s cultural landscape. However, misconceptions and stereotypes about CALD groups persist.

Challenges Facing CALD Communities

CALD communities often face difficulties accessing services and opportunities. Language barriers, lack of recognition of overseas qualifications, and cultural misunderstandings can disadvantage CALD individuals. 

Racism and discrimination also remain problems, with nearly one-fifth of CALD Australians reporting unfair treatment due to their cultural background.

Promoting Inclusion and Access

To promote inclusion, government and community organisations should provide interpreter services and translated materials. Culturally sensitive training for staff can help address barriers to access. Anti-racism campaigns and events celebrating cultural diversity foster understanding and bring communities together.

With nearly half of Australians from CALD backgrounds, embracing diversity and empowering CALD communities is crucial to Australia’s future.

By promoting inclusion, access, and understanding, Australia can tap into the many benefits of its cultural diversity. The term ‘CALD’ itself, however, is debated, with some arguing it groups communities and implies a single ‘mainstream’ Australian culture. A more inclusive term may be ‘cultural diversity’. 

Regardless of the term used, valuing and empowering people of all cultures is vital.

The Growing Prevalence of CALD Groups in Australia

people from cald Australia has always been a culturally diverse country, but the cultural and linguistic diversity (CALD) of its population has grown substantially in recent decades through increased migration. 

According to the Australian Bureau of Statistics, nearly half (49%) of Australians were born overseas or have at least one parent born overseas. This increasing diversity brings many benefits but also introduces challenges in effectively serving these communities.

A Diverse Range of Languages and Cultures

Australia is home to over 300 languages and hundreds of distinct cultures. The most widely spoken languages after English are Mandarin, Italian, Vietnamese, Greek, and Filipino. These communities have unique cultural practices, values, and needs that must be considered to provide inclusive support. 

For example, some groups face higher risks of family violence, mental health issues or chronic health conditions. Tailored programs and translated resources are needed to address these concerns with sensitivity.

Uneven Geographic Distribution

CALD groups are not evenly distributed across Australia. Certain areas like Western Sydney have extremely high concentrations of migrants and refugees, with some local government areas having over 70% of residents from non-English speaking backgrounds. 

Service providers in these areas face greater demands to offer language services and culturally competent care. They require more funding and support to meet these needs adequately.

An Ageing CALD Population

Australia’s CALD population is also ageing. Migrants who arrived decades ago are now reaching older age, but they continue to face language and cultural barriers to accessing aged care and health services. 

Demand for interpreters and translated content in European languages like Italian and Greek has grown over 30% in the last five years due to this ageing CALD demographic. This trend highlights the need for long-term, sustainable support for CALD communities as they age in Australia.

With a growing, diversifying and ageing CALD population, Australia must invest in better understanding and supporting these communities. By providing language services, culturally sensitive programs, and tailored resources, we can work towards a more inclusive society that leaves no one behind.

Understanding the Needs and Values of CALD Communities

To effectively serve CALD communities, it is crucial to understand their unique needs and values.

 According to a study by the Federation of Ethnic Communities’ Councils of Australia, CALD communities face higher rates of unemployment, poverty, and social isolation compared to the general population.

Addressing Economic Disadvantage

CALD communities often struggle with higher unemployment and poverty due to language barriers, lack of local work experience, and difficulty accessing education. Initiatives aimed at upskilling and job placement can help address these economic disadvantages. 

For example, providing free vocational training, career coaching, and internship programs tailored for CALD communities has been shown to significantly improve employment outcomes.

Promoting Social Inclusion

Feeling socially connected and included is vital for well-being across all cultures. However, CALD communities frequently experience social isolation due to language and cultural barriers, as well as discrimination. 

Community centers that offer social programs, events, and spaces for people to connect across cultures are invaluable for promoting inclusion and cohesion.

Respecting Cultural Values

CALD communities hold a diversity of cultural values, beliefs, and practices that should be respected. 

Service providers must avoid making assumptions and work to understand the specific cultural values of the communities they serve. For example, some cultures place greater emphasis on collective well-being over individualism or value traditional healing practices alongside Western medicine. 

Culturally sensitive programs and policies help to honor diversity and build trust within CALD communities.

To serve Australia’s multicultural population effectively, understanding CALD communities’ unique needs around economic security, social inclusion, and cultural values is key. With compassion and the will to understand diversity, we can build a more equitable, cohesive society that provides opportunity for all.

Effective Communication Strategies for Working With CALD

Know Your Audience

The first step to effective communication with CALD communities is understanding your target audience. 

Do research on the cultural groups you aim to reach, including their languages, values, and communication preferences. For example, some cultures prefer direct communication, while others are more indirect. Understanding these nuances will help you craft messages that resonate.

Provide Translated Content

Offering information in a community’s preferred languages is key. 

According to a 2020 study, over 20% of Australians speak a language other than English at home. Translating content into common languages like Mandarin, Arabic, and Vietnamese allows you to reach more people and build trust. 

Work with a professional translation service to ensure accuracy.

Use Visuals

Visuals are a simple way to make information more accessible across languages and cultures. Videos, images, infographics, and interactive media can enhance understanding when used alongside translated text. 

A UK study found people remember 65% of visual information after three days, versus only 10% of text. Visuals also spark interest and share concepts that transcend words.

Partner With Community Groups

Collaborating with local community groups and leaders is an effective way to spread your message. These partners can help translate, distribute, and promote your content while lending their credibility. 

They have established trust and understand the nuances of the communities they serve. Partnerships also show your genuine interest in the groups you want to reach.

Provide Cultural Awareness Training

people in different backgrounds working togetherFor organizations working with CALD communities, cultural awareness training is essential. Educating staff about the cultural values, traditions, and communication styles of your target audiences will help them interact respectfully and avoid misunderstandings. It also makes services and information more accessible and inclusive. CALD customers will appreciate your efforts to understand them.

With some preparation and the right tools, communicating across cultures can be deeply rewarding. Applying these strategies will allow you to connect with your CALD audiences in meaningful ways. 

Most importantly, approach your work with patience, empathy, and a willingness to learn.

Building Inclusion and Engagement With CALD Groups

To effectively build inclusion and engagement with CALD communities, organisations must commit to understanding them. According to a 2020 report by the Federation of Ethnic Communities’ Councils of Australia (FECCA), over 49% of Australians were born overseas or have a parent who was.

Research the cultural values and norms of your target groups.

Understand how different cultures communicate and engage to tailor your outreach. For example, some collectivist cultures prefer face-to-face engagement, while individualist cultures may respond better to digital campaigns. Survey your audience to determine the channels and messaging they prefer. 

Provide translated materials and interpreters.

Ensure all communications are available in the languages your audiences speak, including on your website and social media. According to the 2016 census, over 20% of Australians speak a language other than English at home. Partnering with a language services agency can help you translate content and provide professional interpreters to assist non-English speakers.

Engage cultural leaders and community groups.

Collaborating with cultural leaders and community groups is key to building trust and sharing your message. They can advise on appropriate outreach strategies and help promote your initiatives to their members.

Acknowledge and celebrate cultural diversity.

Promoting an inclusive culture where diversity is valued and celebrated will make CALD groups feel welcomed and engaged. Share information on cultural holidays and history, provide opportunities to showcase cultural traditions, and support community-led initiatives.

Review and improve regularly.

Continuously review how well your strategies are engaging CALD communities and make improvements. Survey audiences, monitor metrics like open and click-through rates for translated content, and track participation at events. Look for gaps and revise your approach to better meet the needs of all your audiences.

With a well-researched, culturally-sensitive strategy, organisations can overcome barriers to effectively engage and build inclusion with their CALD stakeholders. But achieving this requires an ongoing commitment to understanding, listening and improving to serve Australia’s diverse multicultural communities.

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Key Insights From Research on CALD Communities in Australia

Studies show that CALD communities in Australia continue to face challenges in accessing essential services. 

According to the Australian Bureau of Statistics, nearly half of Australians from non-English speaking backgrounds report difficulties communicating with healthcare providers, while over 60% say they have trouble understanding government communications.

Healthcare Access

Researchers found that language barriers, lack of cultural sensitivity, and discrimination were major obstacles preventing CALD individuals from accessing healthcare.

A study in the Australian and New Zealand Journal of Public Health found that patients with limited English proficiency were less likely to visit doctors, access preventative care, and follow medical advice. Healthcare providers must provide professional interpreters and train staff in cultural competency to address these inequities.

Economic Disadvantage

Statistics reveal that CALD communities experience higher rates of unemployment and poverty in Australia. 

The unemployment rate for people born in non-English speaking countries was 6.2% in 2019, compared to 4.2% for those born in Australia or other English-speaking countries, according to the ABS. CALD women face even greater challenges, with an unemployment rate of 7.7%. 

Targeted programs are needed to improve job opportunities and financial security for CALD groups.

Social Exclusion

Some CALD communities report feeling socially isolated or excluded in Australia. 

A study by the Australian Multicultural Foundation found that newly arrived migrants can struggle to build social connections outside of their ethnic communities. Local governments and community organizations should create more opportunities for cultural exchange and interaction between CALD groups and the broader Australian population.

In summary, research has identified language difficulties, lack of cultural sensitivity, discrimination, economic disadvantage, and social isolation as major issues affecting CALD communities in Australia. 

By implementing targeted programs and policies, Australia can work to overcome these barriers and provide equal opportunities for people from culturally and linguistically diverse backgrounds.

Resources and Support for CALD Individuals and Organizations

Government Funding and Grants

The Australian government provides funding and grants for CALD organisations and initiatives. 

This includes the Grant for Community Projects scheme which provides small grants of up to $5,000 for community projects promoting social inclusion and community participation of migrants and refugees. Larger grants are also available through the Building Multicultural Communities program. 

These grants support projects that promote community harmony, address issues of racism, and strengthen social cohesion.

Advocacy and Representative Groups

two sets of people in a business meeting Many advocacy and representative groups can offer support for CALD individuals and communities. 

Groups like the Federation of Ethnic Communities’ Councils of Australia (FECCA) advocate on behalf of multicultural communities and work to promote inclusion, harmony, and justice. FECCA has member organizations in each state and territory representing various cultural groups. 

These organizations can connect individuals to local resources and support services.

Translation and Interpreting Services

Lack of English proficiency should not be a barrier to accessing services and resources. Free or low-cost translating and interpreting services are available to CALD individuals through organizations like All Graduates Interpreting and Translating. All Graduates provides immediate phone interpreting in over 160 languages as well as pre-booked on-site interpreting for medical appointments, business meetings, court appearances, and more.

Non-government organizations like the Ethnic Communities Council of Victoria also offer translation and interpreting services to facilitate access to government and community services. These services help break down language barriers and promote social inclusion in CALD communities.

With the increase in humanitarian arrivals and migrant numbers in Australia, resources and support for culturally and linguistically diverse groups are more important than ever. Government funding, advocacy organizations, and translating services all work to empower CALD individuals and promote community participation. 

By connecting people with these resources, we can build a more just, inclusive, and harmonious society.

LiME: A Revolutionary Multilingual Messaging System for CALD Population

LiME LogoLiME is an innovative multilingual messaging system developed by All Graduates Interpreting and Translating to facilitate communication across Culturally and Linguistically Diverse (CALD) communities.

According to a 2019 study, over 21% of Australians speak a language other than English at home. However, most mainstream messaging apps only support major languages, creating barriers for those from CALD backgrounds. 

LiME leverages state-of-the-art technology and real humans to provide real-time translation for over 100 languages, allowing users to communicate across language barriers.

LiME offers compelling benefits for both individuals and organisations that serve CALD groups. For individuals, LiME enables communication with friends and family across the world, regardless of native language. 

For community organizations and businesses, LiME can be used to disseminate critical information and engage with linguistically diverse clients or patients.

Some of the benefits of LiME are reducing language barriers, improving communication, and saving time.

LiME works by first selecting the languages you need. You can then upload your content, which can be in the form of a document, brochure, or recording. Once you upload your content, LiME will translate it and verify it for accuracy. Finally, you can log in to your dashboard and use your translated audio.

LiME is easy to use and affordable. It is also cloud-based, so you can access your translated content from anywhere.

LiME is revolutionizing communication for CALD groups and empowering meaningful connections across language barriers. 

Overall, LiME demonstrates how technology can be leveraged to uplift and include traditionally underserved populations.

Real-World Examples of Successful CALD Community Initiatives

Several impactful CALD community programs have been implemented in Australia. One example is the Community Hubs program by the NSW Government, which provides funding and support for local community groups to establish ‘hubs’ where people from CALD backgrounds can connect. 

These hubs offer services like English classes, job readiness training, and social activities. An evaluation found the hubs are helping new migrants settle in and participate fully in community life.

Another successful initiative is the Australian Multicultural Community Services’ ‘My Language’ program. This free interpreting service helps CALD individuals access essential services by providing on-demand phone interpreting in over 100 languages. Studies show enabling communication in one’s native language leads to improved health literacy and outcomes. 

The ‘My Language’ program has allowed thousands of CALD Australians to overcome language barriers when engaging with healthcare providers and government agencies.

When organisations make an effort to understand the diverse needs of CALD communities and implement tailored programs and services to address them, the impacts can be profoundly positive. 

The real-world examples highlighted here demonstrate how breaking down barriers to participation and empowering CALD groups leads to a more just, inclusive, and harmonious society overall. By investing in CALD communities, we are investing in Australia’s future.

FAQs About CALD: Your Top Questions Answered


As Australia’s cultural diversity increases, CALD communities are becoming more prominent. However, many Australians still have questions about these groups. Here are answers to some of the most frequently asked questions about Culturally and Linguistically Diverse (CALD) communities.

What does CALD mean? 

CALD is an acronym for Culturally and Linguistically Diverse. It refers to groups and individuals in Australia who have a cultural heritage different than the Anglo-Celtic majority. This includes immigrants, refugees, and indigenous groups. According to the Australian Bureau of Statistics, nearly half of Australians today have at least one parent born overseas.

Why is it important to understand CALD communities? 

Australia is a multicultural society, so understanding different cultures and languages is vital. Reaching and engaging with CALD groups is also crucial for businesses, government organizations, and community groups. Failing to understand CALD communities can lead to social and economic exclusion.

What challenges do CALD communities face? 

CALD groups often face difficulties like language barriers, lack of recognition of foreign qualifications, unfamiliarity with Australian systems, discrimination, and lack of culturally appropriate services. For example, a study found that job candidates with Anglo names were twice as likely to be called for an interview compared to candidates with Middle Eastern names who had the same qualifications.

What can be done to support CALD communities? 

There are many ways to support CALD groups. Improving language services, providing interpreter and translation support, recognizing foreign qualifications, and educating people about different cultures can help. Governments and organizations should also make sure their information and services meet the needs of CALD communities. Individuals can support CALD groups by learning about different cultures, challenging stereotypes, and advocating for inclusive policies.

With increasing diversity, CALD communities are an integral part of Australian society. By understanding them better and providing adequate support, Australia can help CALD groups overcome challenges and ensure everyone can participate fully in social and economic life.

With increasing diversity, CALD communities are an integral part of Australian society. By understanding them better and providing adequate support, Australia can help CALD groups overcome challenges and ensure everyone can participate fully in social and economic life.

We all have more in common than what divides us.

You now have the tools to build meaningful connections with CALD communities. By understanding diverse cultures and values, speaking inclusively, and adjusting policies and procedures, your organization can become a leader in embracing diversity. 

We all have more in common than divides us. 

When we open our hearts and minds to those from different backgrounds, we enrich our lives and strengthen society. The future depends on ordinary people daring to cross divides. Will you have the courage to take the first step? Our shared humanity is counting on it.

Bridge the language gap with confidence.

Building bridges of understanding across cultures starts with effective communication. All Graduates Interpreting & Translating, Australia’s premier interpreting and translating service, empowers CALD communities to thrive.

All Graduates’  team of qualified and culturally-attuned professionals ensure seamless communication, fostering trust and collaboration within CALD communities. Whether you need flawless document translation, expert conference interpreting, or specialized services, we deliver exceptional results, every time.

All Graduates Interpreting & Translating shatters language barriers, creating a more inclusive and successful Australia for everyone.

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Yes, it is possible.

All Graduates
All Graduates | 15 Apr 2019

Picture yourself trying to understand a foreign language or struggling to make sense of a document written in a language you can’t comprehend. It can be frustrating and make you feel alone – creating problems that affect every part of your life. People with non-English speaking backgrounds or NESB face these issues daily, dealing with problems related to reading and understanding language that make it hard for them to communicate and connect with others.

In 2021, the Australian Bureau of Statistics found that 22.3% of folks in Australia spoke a language at home that wasn’t English. But out of these people, only 68% said they were good or very good at English. That means more than 30% of people in Australia who come from non-English speaking backgrounds might struggle with reading and writing in English.

As we look into why being able to read and write is so important for people in Australia who don’t speak English, we want to shine a light on the problems they face and talk about some solutions that can help bridge this gap.

At All Graduates, we know how much not being able to read and write in English can affect people, and we’re committed to finding ways to help them. We’ll also talk about why it’s important to communicate well across different cultures and introduce some new services and tools, like interpreter services, translation engines, and messaging systems in multiple languages.

Come with us on this journey as we explore the complex world of breaking down the barriers of literacy and language for people in Australia who are NESB speakers. Together, we can make a difference and give people from different backgrounds the power to succeed in today’s global world.

Poor Literacy Affects NESB Speakers Too

Non-english Speakers thrive in a multicultural environment

Language and literacy barriers pose significant challenges for non-English speakers, hindering their ability to communicate effectively and navigate various aspects of daily life. While much attention has been given to improving literacy rates among native English speakers, it is essential to address the needs of non-English speaking people with limited literacy skills. By understanding the impact of poor literacy on this specific group, we can develop strategies and solutions to help overcome these barriers.

The consequences of poor literacy for NESB speakers are extensive. It diminishes their ability to engage actively in society, hindering their integration and participation. Lack of access to critical information, such as legal documents or safety guidelines, leaves them vulnerable to exploitation and injustices. Additionally, miscommunication due to poor literacy can result in misunderstandings, strained relationships, and missed opportunities.

Addressing below-par literacy among non-English speakers is a critical issue that requires collective action. By investing in effective language support services and resources, we can empower non-English speakers to overcome these barriers and achieve their full potential. Providing access to accurate and up-to-date information, language assistance, and culturally appropriate communication strategies are crucial steps in breaking down these barriers and improving outcomes for this population.


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“Audio is a great equaliser in terms of communicating messages where literacy is an issue.”


Understanding their Daily Challenges

NESB speakers with limited literacy skills face unique challenges that significantly impact their communication and daily lives. These challenges pose barriers to understanding and can hinder their ability to access essential services and information. Let’s explore these specific challenges and their implications.

Limited Language Proficiency 

One of the primary challenges for people with a non-English speaking background and who have limited literacy skills is their limited language proficiency. They may struggle to comprehend and express themselves effectively in the language spoken in their new environment. This limited language proficiency can make it difficult for them to communicate their needs, understand important instructions, and navigate various daily situations.

Difficulty in Understanding Written Information 

Poor literacy skills pose a notable hurdle NESB speakers as they struggle to read and understand written information. This can make it challenging for them to comprehend important documents, such as government forms, medical instructions, or educational materials. Without adequate support, they may miss out on critical information and opportunities.

Barriers to Accessing Services 

Limited learning skills can create significant barriers when non-English speaking people try to access various services. This can result in difficulties accessing healthcare, education, legal assistance, and other essential services, further exacerbating inequalities and hindering integration.

Social Isolation and Limited Opportunities 

The language and literacy blockades faced by non-English speakers can contribute to social isolation and limited opportunities. They may struggle to connect with their communities, find employment, or participate fully in society. Minimal literacy skills can also affect their confidence and self-esteem, making it more challenging to engage in social activities and build meaningful relationships.

Potential for Miscommunication and Misunderstanding 

When non-English speakers with below-par literacy skills try to communicate, there is a higher potential for miscommunication and misunderstanding. This can have serious consequences in various settings, such as healthcare, legal proceedings, or educational environments. Miscommunication can lead to errors, confusion, and even harm if critical information is not accurately conveyed.

The implications of these challenges are far-reaching, affecting their overall well-being and opportunities for social and economic advancement.

To address these challenges effectively, it is crucial to develop comprehensive strategies that prioritize the needs of non-English speakers with limited literacy skills. By providing targeted support and resources, we can empower these individuals to overcome language and literacy barriers and actively participate in society.

Solution #1 – Google Translate: AI and Machine Learning


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“Hey Google, how do you say ‘pass the wasabi’ in Japanese?”


Google Translate can help NESB Speakers to communicate effectively

Google Translate has revolutionized language translation with its advanced AI and machine learning capabilities. It provides an efficient and accessible tool for overcoming language barriers and supporting non-English speakers with limited literacy skills. With a vast database of languages and continuous improvements, Google Translate has become an indispensable resource in bridging communication gaps.

Accuracy and Reliability 

One of the key advantages of Google Translate is its accuracy in translating text from one language to another. With the power of AI and machine learning, Google constantly refines its translation algorithms, leading to highly accurate and reliable results. However, it is important to note that while Google Translate has made significant progress, it may not always capture the intricacies and nuances of a particular language, so some minor errors or inconsistencies may occur.

Multilingual Accessibility 

Google Translate supports a wide range of languages, making it accessible to speakers of different mother tongues. Whether it’s translating English to Spanish, French to Chinese, or any other language pair, Google Translate provides a quick and convenient solution for non-English speakers to understand and communicate in their desired language. This accessibility is particularly valuable for individuals who have limited literacy skills in their second language.

Text and Speech Translation 

Google Translate offers both text and speech translation capabilities. Users can enter words, phrases, or sentences for instant translation. Additionally, the app allows users to speak into their device’s microphone, which then translates their spoken words into the target language. This feature is especially advantageous for non-English speakers who struggle with reading or writing in their second language.

Offline Functionality 

Another useful feature of Google Translate is its offline functionality. Users can download language packs in advance and use the app without an internet connection. This is particularly beneficial for individuals who may not have access to stable or affordable internet services.

With offline translation, non-English speakers can utilize Google Translate anytime, anywhere, even without an internet connection.

Limitations and Considerations 

While Google Translate has numerous benefits, it does come with some limitations. As mentioned earlier, it may not capture every linguistic nuance accurately, and certain phrases, idioms, or cultural references may not translate well. It is essential to exercise caution and cross-reference translations with native speakers or reliable sources.

In addition, Google Translate should not be solely relied upon for critical and sensitive translations, such as legal or medical documents. For these situations, it is advisable to seek professional translation services to ensure accurate and precise communication.

Solution #2 – Interpreters for Businesses


The impact of qualified interpreters  enabling accurate communication  is invaluable.


An excellent interpreter is accompanying her NESB client in his business meetings

In today’s multicultural society, businesses interact with a diverse range of customers, including NESB speakers. However, language barriers can hinder effective communication and impact customer experience.

According to a survey conducted by Common Sense Advisory, 76% of consumers are more likely to make a purchase if the product information is available in their native language. This statistic highlights the importance of overcoming language barriers in business interactions to provide a positive customer experience and drive sales.

To address this challenge, businesses can rely on professional interpreters to facilitate communication with non-English speaking customers. By hiring interpreters who are fluent in the relevant languages, businesses can ensure accurate and effective communication, leading to improved customer satisfaction and loyalty.

Interpreters play a crucial role in various business settings, such as retail stores, customer service centers, and hospitality establishments. They can assist with tasks such as explaining product information, answering customer inquiries, and facilitating negotiations. With their language skills and cultural knowledge, interpreters help create a welcoming and inclusive environment where all customers feel valued and understood.

Furthermore, interpreters can also help businesses expand their reach into new markets. By breaking down language barriers, businesses can tap into the purchasing power of diverse communities and reach a wider customer base. This can lead to increased sales, revenue growth, and opportunities for long-term business expansion.

Businesses should prioritize professional interpreters over automated systems or untrained staff for accurate and culturally sensitive communication. Professional interpreters possess essential language fluency and cultural understanding, ensuring effective bridging of language gaps.

This is where qualified interpreters play a vital role in enabling accurate communication and bridging the gap between businesses and non-English speakers.

The Benefits of Qualified Interpreters

  1. Accurate Communication: Interpreters are trained professionals who possess excellent command over multiple languages, including business-specific jargon. They ensure precise and accurate interpretation, avoiding any misinterpretations or misunderstandings that may arise from limited language proficiency. This leads to clearer communication, fostering better understanding between businesses and non-English speakers.
  2. Cultural Understanding: Interpreters not only bridge the language gap but also help businesses navigate cultural nuances. They are familiar with the cultural norms, values, and customs of both NESB  speakers and the business environment. This understanding allows interpreters to facilitate smoother interactions and build rapport by ensuring cultural sensitivity is maintained throughout the conversation.
  3. Enhancing Customer Experience: By providing interpretation services, businesses demonstrate a commitment to inclusivity and customer-centricity. Interpreters help NESB speakers feel valued and understood, leading to a positive customer experience. This, in turn, can boost customer satisfaction, loyalty, and advocacy.
  4. Overcoming Legal and Ethical Challenges: In sectors that require legal compliance or involve sensitive information, qualified interpreters play a crucial role in upholding confidentiality and professionalism. They adhere to strict ethics and confidentiality guidelines, ensuring that the information shared remains secure and private.
  5. Efficiency and Accuracy: Engaging professional interpreters saves time and resources by eliminating the need for ad-hoc attempts at communication. With their expertise, interpreters ensure an efficient exchange of information, enabling businesses to focus on their core operations instead of struggling with language barriers.
  6. Building Trust and Credibility: Excellent customer service is built upon trust and credibility. By providing professional interpreters, businesses establish themselves as reliable partners who prioritize effective communication and customer satisfaction. This can lead to positive word-of-mouth recommendations and enhance the brand’s reputation in diverse communities.

Businesses investing in professional interpretation services show commitment to effective communication, customer-centricity, and trust-building in a diverse marketplace.

At All Graduates, we understand the importance of accurate and culturally sensitive communication. Through our interpreter services, we provide businesses with the necessary tools to overcome language barriers and connect effectively with non-English speakers. Let us help you bridge the gap and create meaningful interactions in a multicultural world.

Solution #3 – Audio-Messaging


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An NESB woman is using an audio messaging tool

Audio messaging offers a powerful solution for engaging with non-English speakers who face literacy barriers. By utilizing this innovative communication tool, businesses and organizations can create meaningful dialogues and overcome language and literacy challenges.

Enhancing Engagement and Accessibility

Audio messaging bridges language and literacy gaps, ensuring accessibility for non-English speakers with limited reading skills. Businesses benefit by delivering messages in audio formats.

Also, Audio messages provide a convenient and easily understandable delivery channel. They allow individuals to listen and comprehend information without reading or interpreting written text.

This accessibility helps to engage a broader audience, including those at the very lowest end of the literacy scale.

Creating Clear and Meaningful Interactions Help People with NESB

In situations where written text may be confusing or difficult to understand, audio messaging offers a clear and engaging alternative. By using simple phrasing and clear pronunciation, audio messages can effectively convey important information, instructions, or announcements to non-English speakers.

Moreover, this allows for real-time interaction and feedback. It enables individuals to ask questions or seek clarification in their native language, promoting a deeper understanding of the communicated content. This level of engagement can significantly enhance communication outcomes, ensuring that NESB speakers feel valued and included.

Overcoming Language and Literacy Barriers

Audio messaging is particularly valuable in professional environments, where complex concepts or technical terms may pose challenges for non-English speakers with limited literacy skills. By providing clear explanations and descriptions through audio messages, professionals can effectively bridge the language and literacy gap.

Additionally, audio messaging can be utilized in various settings, ranging from customer service helplines to educational institutions. It offers a convenient communication channel that can be easily accessed and understood by individuals with different language backgrounds and literacy levels.

The Power of Audio Messaging for NESB Speakers

In summary, audio messaging presents an effective tool for engaging with non-English speakers facing literacy barriers.

By delivering messages in an audio format, businesses and organizations can enhance accessibility, create clear and meaningful interactions, and overcome language and literacy challenges. This innovative solution allows for effective communication while fostering inclusivity and understanding among diverse audiences.

Breaking Through Barriers

Serving clients with low literacy levels is crucial for businesses to ensure effective communication and meaningful engagement. 

Here are some tips on how businesses can best connect with and cater to this audience:

  • Simplify Language and Avoid Jargon

First off, when communicating with non-English speakers facing literacy barriers, it’s essential to use clear and straightforward language. Avoid complex terminology, industry jargon, and acronyms that may confuse or intimidate individuals with limited literacy skills.

Instead, choose words and phrases that are easily understandable and relatable.

  • Utilise Visual Content

Next, visual aids can be powerful tools for conveying information to individuals with limited literacy. Incorporate images, diagrams, and infographics into your communication materials to enhance comprehension.

Not to mention that visual content can help bridge the gap between language barriers and literacy challenges, enabling NESB speakers to grasp concepts more easily.

  • Provide Language Support

Offering language support services can greatly assist non-English speaking background speakers with limited literacy skills. This can include providing translated materials, offering multilingual helplines, or utilizing translation software for real-time communication.

By addressing language barriers directly, businesses can ensure that their services and information are accessible to a broader audience.

  • Tailor Communication Channels

Consider the preferred communication channels of your low-literacy clients. While some may feel more comfortable with face-to-face interactions, others might prefer telephone or text-based communication. Understanding and accommodating these preferences can help foster better engagement and improve the overall client experience.

  • Train Staff on Cultural Sensitivity

Educate your staff on cultural sensitivity and diversity awareness to ensure respectful and inclusive communication. Understanding cultural nuances can help avoid misunderstandings and establish trust with non-English speaking clients. You can also encourage empathy and respect when interacting with individuals from diverse backgrounds.

  • Seek Professional Language Support

Lastly, if your business regularly deals with NESB clients with limited literacy, investing in professional language support, such as interpreters or translators, can be invaluable. Qualified professionals can facilitate accurate communication, ensuring that messages are relayed clearly and effectively.

Remember, breaking through language and literacy barriers requires a proactive and empathetic approach. Implementing these tips enables businesses to enhance communication, connect with non-English speaking clients effectively, and create a positive, inclusive customer experience.


You can connect to your audience in meaningful ways, regardless of literacy proficiency.



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In conclusion, addressing poor literacy among NESB speakers is crucial for creating inclusive and effective communication. Language and literacy barriers greatly impact the lives of individuals with limited English proficiency, hindering their ability to access information, participate in society, and fulfill their potential.

However, effective strategies and resources are available to overcome these challenges and promote meaningful engagement.

Throughout this article, we have explored various solutions to address language and literacy barriers. To aid non-English speakers with limited literacy skills, effective support can be provided through the use of AI, machine learning (e.g., Google Translate), and qualified interpreters.

Additionally, Audio messaging is now a powerful way to connect and interact with this audience, fostering meaningful conversations and facilitating clear engagement.

Thus, language and literacy barriers should be seen as both a responsibility and an opportunity for businesses and organizations to foster inclusivity. All Graduates’ strategies and services can help NESB speakers overcome challenges, participate in society, access services, and achieve their goals.

Together, we can break through language and literacy barriers and build a more inclusive and equal society for all.



  • Australian Bureau of Statistics, Census of Population and Housing, Census Dictionary, Language Used  At Home, 2021
  • Survey of 8,709 Consumers in 29 Countries Finds that 76% Prefer Purchasing Products with Information in Their Own Language by CSA Research, 2020

When you honour their perspectives, you'll earn their trust and repeat business.

All Graduates
All Graduates | 5 Apr 2019

You’ve worked hard to build your business, but connecting with non-English speaking background clients poses unique communication challenges

Don’t let language barriers derail your customer relationships. With some preparation and effort, you can bridge divides and forge strong bonds with CALD clients.

In fact, a 2018 study published in the Journal of Intercultural Communication found that 93% of diverse clients felt more loyal to businesses that made an effort to communicate in their native languages. 

So take steps to understand your clients’ cultures and communication preferences. Show them you care by making small adjustments to your services, marketing, and operations. When you honour their perspectives, you’ll earn their trust and repeat business.

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Understanding the Needs of Your NESB Clients

Breaking Down Language Barriers

Strong communication is the cornerstone of thriving business partnerships. For non-English speaking background clients, language can present a significant barrier. A 2019 study by the Australian Bureau of Statistics found that over 21% of Australians speak a language other than English at home.

To bridge this gap, it’s crucial to go beyond simply translating words. Cultural nuances, idioms, and nonverbal cues can easily get lost in translation. Seek out professional interpreters and translators who deeply understand both languages and cultural contexts.

Non-English speakers access information from various sources. While some may require telephone interpreter service, others are comfortable with digital communication platforms. It’s essential to accommodate these different preferences to effectively reach out to your non-English speaking background clients or CALD clients.

Considering Literacy Levels

Even within shared languages, literacy levels can vary greatly. A 2018 report by the Australian Council for Educational Research highlighted that nearly 44% of Australians have literacy skills below the minimum required for everyday life and work. This was strengthened by a report by the Australian Bureau of Statistics that revealed that nearly 15% of Australians aged 15-74 have lower literacy skills, which can hinder their ability to comprehend written materials.

Adapting your communication strategies to address varying literacy levels is essential. When communicating with NESB clients, avoid overly complex terminology or jargon. Use clear, concise language and provide visual aids or multimedia resources where possible. This inclusive approach ensures your message resonates with clients across all literacy levels.

Embracing Cultural Sensitivity

Language is deeply intertwined with culture. Effective communication with NESB clients hinges on developing cultural competence within your organisation. To truly connect with your NESB clients, you must embrace cultural sensitivity. This means understanding and respecting their values, traditions, and communication styles.

For example, in some cultures, direct eye contact may be seen as disrespectful, while in others, it’s a sign of attentiveness. 

Research by the University of Sydney highlights the importance of cultural competence in building trust and rapport with clients from diverse backgrounds. 

By demonstrating a genuine interest in their cultures and tailoring your approach accordingly, you can foster stronger connections and enhance client satisfaction.

Going the Extra Mile

Building strong relationships with NESB clients often requires going above and beyond. Consider offering multilingual resources, such as translated brochures, websites, or even audio/video content in their native languages.

Additionally, provide clear communication channels, such as dedicated phone lines or email addresses staffed by multilingual representatives. This level of accessibility and personalised service can set your business apart and foster long-lasting client relationships.

By understanding and catering to the unique needs of your NESB clients, you’ll not only improve communication but also demonstrate a genuine commitment to inclusivity and cultural awareness – values that resonate deeply in Australia’s diverse society.

Crafting a Communication Strategy for Success

Effective communication is vital when working with non-English speaking backgrounds clients (NESB). By crafting a well-thought-out strategy, you can overcome language barriers and build strong relationships rooted in trust and understanding.

Assess Your Client’s Needs

Before anything else, take the time to assess your NESB client’s specific communication needs. Do they require an interpreter? What is their level of English proficiency? Understanding their unique situation allows you to tailor your approach accordingly.

Embrace Visual Communication

When dealing with language differences, visuals can be incredibly powerful tools. Incorporate diagrams, charts, and images into your discussions to clarify complex concepts and ensure everyone is on the same page. According to a study by the University of Minnesota, visuals improve comprehension by up to 89%.

Keep It Simple

Speak slowly, use plain language, and avoid jargon or idioms that may confuse NESB clients. 

Break down information into manageable chunks, and frequently check for understanding. As Dr. Mara Rowles of the University of Sydney emphasises, “Simple language doesn’t mean simplistic – it means clear and accessible.”

The power of plain language cannot be overstated when working with clients who have limited English proficiency. Use straightforward vocabulary, short sentences, and avoid complex idioms or jargon. This approach ensures your message is easily understood and reduces the risk of miscommunication.

Leverage Technology

In today’s digital age, numerous tools can facilitate cross-cultural communication. Consider using translation apps, video conferencing with live captions, or even multilingual chatbots to streamline interactions and ensure accurate information exchange.

Build Cultural Awareness

Familiarise yourself with your NESB client’s cultural norms and values. This awareness can help you navigate potential misunderstandings and build rapport more effectively. As the Australian Institute of Interpreters and Translators notes, “Cultural competence is key to successful cross-cultural communication.”

Promote Inclusivity

Make NESB clients feel welcomed and valued by actively involving them in discussions and decision-making processes. Encourage them to ask questions, voice concerns, and provide feedback. An inclusive environment fosters trust and collaboration.

Foster a Culture of Patience and Respect

people dealing with non-english speaking backgound clients Effective communication requires patience and respect on both sides. Encourage active listening, ask clarifying questions, and provide ample time for clients to process information and respond. Avoid rushing or appearing impatient, as this can create an unwelcoming environment and hinder open communication.

Seek Professional Support

When complex or sensitive matters arise, consider enlisting the services of professional interpreters or translators. These experts can ensure accurate communication, prevent misunderstandings, and help you navigate cultural nuances with ease.

By implementing these strategies, you can effectively communicate with NESB clients, build strong relationships, and ultimately drive business success. Remember, clear communication is the foundation of any successful partnership.

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Building Trust Through Effective Communication

Establishing trust is crucial when communicating with non-English speaking backgrounds clients. Without a solid foundation of trust, even the most well-intentioned efforts can fall flat. To truly connect and serve these clients effectively, businesses must prioritise clear, empathetic communication.

The Art of Truly Hearing Your Clients

Active listening is the bedrock of building trust. Clients who feel listened to and validated are more likely to be forthcoming and participate actively. Simple techniques like maintaining eye contact, nodding, and paraphrasing can go a long way in making NESB clients feel valued. 

Summarise what you’ve heard to ensure clarity. Ask thoughtful follow-up questions to gather more context.

A 2019 study by the University of Melbourne found that clients who felt their service provider actively listened were 67% more likely to continue the business relationship long-term. Demonstrating patience, avoiding interruptions, and allowing silence can create a safe space for NESB clients to express themselves fully.

Images and Icons That Speak Volumes

While verbal communication is key, visuals should not be overlooked. Incorporating culturally relevant images, icons, and symbols into your materials can help bridge linguistic gaps. 

A 2021 report by Deakin University revealed that 83% of Non-english speaking background clients better understood service offerings when visuals were used effectively.

Infographics, diagrams, and pictorial representations can convey complex information accessibly. However, be mindful of cultural sensitivities and avoid visuals that could be misinterpreted or offensive to certain groups.

Utilising Technology to Bridge The Gap

In our digital age, businesses have a wealth of tools at their disposal to enhance communication with NESB clients. Translation apps, video conferencing with real-time captioning, and multilingual chatbots can all help overcome language barriers.

a group of diverse people talking to each other while using mobile phonesA 2020 study by RMIT University found that businesses utilising translation technology reported a 51% increase in client satisfaction among their NESB customer base. When used thoughtfully alongside human translators and interpreters, these technologies can greatly improve the client experience.

Ultimately, building trust through effective communication requires a multifaceted approach tailored to the unique needs of your NESB clients. By truly listening, leveraging visuals, and embracing technology, businesses can create an inclusive environment where all clients feel heard, understood, and valued.

Leveraging the Power of Professional Interpretation and Translation

No business relationship can flourish without effective communication. However, when dealing with clients from diverse cultural and linguistic backgrounds, clear understanding can become a significant challenge. 

This is where the power of professional interpretation and translation services comes into play, ensuring seamless communication and fostering meaningful connections.

The Art of Precise Communication

Accurate interpretation is crucial in scenarios where real-time communication is essential. Whether it’s a business meeting, a legal proceeding, or a medical consultation, even the slightest miscommunication can have far-reaching consequences. Professional interpreters not only bridge language barriers but also navigate cultural nuances, ensuring that the intended meaning is conveyed with precision and sensitivity.

According to a study by the American Translators Association, the use of professional interpreters in healthcare settings has been shown to improve patient satisfaction, reduce medical errors, and enhance overall clinical outcomes. This underscores the profound impact that skilled interpretation can have on critical areas of service delivery.

While interpretation deals with spoken communication, translation focuses on written content. From marketing materials and legal documents to technical manuals and websites, professional translation services can help you reach a wider audience and convey your message with precision.

A study by Harvard Business Review found that companies that invest in high-quality translation services see a 17% increase in global revenue compared to those that rely on machine translation or low-cost alternatives. 

This underscores the importance of working with skilled translators who can capture the cultural nuances and idiomatic expressions that machines often miss.

Unlocking Global Opportunities

In today’s globalised marketplace, businesses that can effectively communicate across languages and cultures gain a significant competitive advantage. Professional translation services play a pivotal role in this endeavour, enabling companies to expand their reach and engage with international markets seamlessly.

A report by the Harvard Business Review highlighted that companies with strong multilingual communication strategies are 2.5 times more likely to achieve higher revenue growth than their monolingual counterparts. 

By leveraging professional translation services, businesses can localise their content, marketing materials, and product information, ensuring that their message resonates with diverse audiences worldwide.

Preserving Cultural Authenticity

Beyond mere word-for-word translation, professional linguists possess a deep understanding of cultural contexts and idiomatic expressions. This expertise allows them to capture the essence of a message while preserving its cultural authenticity, ensuring that the intended meaning and tone are accurately conveyed.

A study conducted by the Globalization and Localization Association (GALA) revealed that companies that invest in professional translation and localisation services experience a 25% increase in customer engagement and loyalty. 

By respecting and embracing cultural nuances, businesses can forge stronger connections with their target audiences, fostering trust and long-lasting relationships.

The All Graduates Advantage

At All Graduates, we understand the critical role that professional interpretation and translation play in bridging communication gaps. 

Our team of highly skilled linguists, subject matter experts, and cultural consultants is dedicated to ensuring that your message transcends borders and resonates with your intended audience.

By partnering with All Graduates, you gain access to a comprehensive range of language services, including on-site and remote interpretation, document translation, website localisation, and multilingual audio messaging. 

We take pride in our commitment to accuracy, cultural sensitivity, and exceptional service, empowering businesses to communicate effectively and build meaningful connections globally.

The Competitive Advantage of Effective NESB Communication

In today’s globalised world, the ability to effectively communicate with non-English speaking background clients is a key competitive advantage for businesses. A 2018 study by Deloitte found that organisations with an inclusive culture and diverse workforce were twice as likely to meet or exceed financial targets.

Breaking Down Language Barriers

Failing to bridge language gaps can lead to misunderstandings, poor customer experiences, and lost business opportunities. On the other hand, companies that invest in professional language services can unlock new markets, build stronger client relationships, and stand out from competitors.

A 2020 report by CSA Research highlighted that 76% of consumers are more likely to make purchases from companies that provide information in their native language. Multilingual communication not only improves client satisfaction but can also drive revenue growth.

Building Trust and Loyalty

Beyond just facilitating transactions, effective NESB communication fosters trust and loyalty with diverse client bases. When clients feel understood and respected, they are more likely to remain loyal and become brand advocates.

A 2019 study published in the Journal of Business Research found that companies perceived as culturally intelligent and inclusive enjoyed higher customer retention rates of up to 34%.

Accessing Untapped Markets

different flags hanging from the ceilingBy overcoming language barriers, businesses can tap into previously inaccessible markets and client segments. This expands their potential customer base and revenue streams.

According to 2021 data from the Australian Bureau of Statistics, over a quarter of Australians speak a language other than English at home. Catering to these diverse communities through multilingual communication unlocks vast economic opportunities.

Embracing Language Diversity

At All Graduates, we understand the immense value of inclusive communication. Our professional translation, interpreting, and multilingual messaging services empower businesses to connect seamlessly with NESB clients across all channels.

By embracing language diversity, you not only gain a competitive edge but also contribute to a more equitable society where everyone has a voice. Invest in effective NESB communication today and unlock your business’s full potential.


As Australia continues to grow into a diverse, multicultural society, effective communication with non-English speaking background clients becomes ever more crucial for business success. 

By implementing the strategies discussed, such as leveraging visual aids, embracing technology, actively listening, and seeking cultural awareness, you can connect with and better serve your NESB clients. 

This will not only boost your bottom line but also promote inclusion and demonstrate that diversity is a strength. With some preparation and empathy, we can all play a part in building bridges across languages and cultures. 

Our collective efforts to understand each other better will lead to a more cohesive, prosperous society that taps into the rich talents of all its people.

Frustrated by the language barrier? 

You’re not alone. 

But what if seamless communication with your clients, regardless of background, was just a click away?

Enter All Graduates Interpreting and Translating, Australia’s premier team of linguists. We’re more than translators – we’re cultural bridge-builders. Our hand-picked network of professionals ensures every message lands with precision and impact.

Stop feeling like you’re leaving money on the table. Let All Graduates unlock the full potential of your client base. Contact us today for a free quote and experience the power of clear, confident communication across borders.

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You have the power to make a positive change. 

All Graduates
All Graduates | 5 Apr 2019

As a business serving a diverse audience, engaging with clients from non-English speaking backgrounds presents unique opportunities and challenges.

You strive to build rapport and understanding, but language and cultural barriers can complicate the process. However, with some thoughtful strategies, you can connect authentically across differences. 

This article explores three researched-backed approaches for forging strong client relationships regardless of language fluency. Drawing from cross-cultural communication principles and best practices in fields like healthcare and education, it provides practical guidance tailored for professionals in Australia.

Research shows implementing multilingual marketing materials increases revenue. Providing translation services and hiring multilingual staff improves client satisfaction. Celebrating cultural holidays and traditions fosters an inclusive environment. Small adjustments to your communications and business practices make a big difference.

With care, creativity, and cultural sensitivity, you can engage meaningfully with all clients to understand their needs and deliver your best work. The strategies discussed aim to foster mutual understanding and long-lasting partnerships that allow your business to thrive in our multicultural society.

Bridging the Language Gap and Why Communication Matters

Australia is a culturally diverse country, with nearly half of Australians either born overseas or having at least one parent born overseas. This diversity brings richness to Australian society, but it also challenges businesses looking to engage clients from non-English speaking backgrounds.

two ladies holding their mobile phonesEffective communication is key to building trust and long-term relationships with these clients. According to a study by TNS Australia, 62% of CALD consumers feel businesses need to do a better job of communicating with them due to language and cultural barriers.

Another study by Common Sense Advisory says that nearly $50 billion is lost each year due to language barriers and poor communication in international business.

For businesses in culturally and linguistically diverse Australia, ensuring clear communication across languages and cultures is crucial, and embracing diversity and fostering inclusion are good for business. 

By bridging language gaps, promoting cultural competence, and providing accessible multilingual content, you’ll be well on your way to engaging and serving clients from all backgrounds. Focusing on effective communication and building trust will lead to a loyal, diverse customer base and a thriving business.

Building Trust and Rapport with Clients 

To build trust and rapport with clients from non-English speaking backgrounds, focus on communication, cultural sensitivity, transparency, and Flexibility. 

According to a study by the Federation of Ethnic Communities’ Councils of Australia, nearly half of Australians were born overseas or had a parent who was. With such a diverse population, it is crucial for businesses to establish genuine connections across cultures.

Clear communication

Use professional interpreters and translators to ensure your message is understood. All Graduates, for example, provide NAATI-certified linguists in over 100 languages. With the help of interpreters, you can have nuanced conversations to understand your client’s needs and build rapport.

You should also consider providing key documents in your clients’ first languages. Translating essential information like contracts, terms and conditions, and product details demonstrates your commitment to accessible communication.

Cultural sensitivity

Educate yourself and your staff on cultural norms and expectations. Do research on the cultural backgrounds of your target clients and adjust your communication style accordingly.

Cultural sensitivity also means using inclusive language and visuals that represent diversity. Choose marketing materials, for example, that feature people from a range of ethnicities.


Explain your services and processes clearly. This is especially important for new migrant communities who may be unfamiliar with certain business practices. Be open about fees, timeframes, and requirements to avoid confusion or feelings of exploitation.


Understand that non-English speaking clients may have different cultural expectations regarding punctuality, negotiation styles, and more. Work with them to find a compromise that suits you both. Accommodating cultural differences and being willing to adapt your business practices demonstrates your commitment to inclusion and builds goodwill.

By prioritizing communication, cultural sensitivity, transparency, and flexibility you can gain the trust of clients from non-English speaking backgrounds and build lasting relationships. With nearly half the population from overseas, embracing diversity and inclusion is key to success in business.

Strategy 1 – Embrace Multilingual Communication

Communicating with clients in their native language shows your commitment to inclusiveness and building strong relationships. 

In a study conducted by Common Sense Advisory, 75% of consumers prefer to buy products in their native language. In another research from Deloitte, 62% of companies believe that supporting multiple languages is important for customer engagement. 

As business becomes increasingly global, adopting a multilingual communication strategy is crucial to connect with diverse clients and gain a competitive advantage.

Tap into the Power of Translation

Hiring multilingual staff or working with professional translation services allows you to communicate with clients in their native languages. According to a Common Sense Advisory study, 75% of consumers spend more when information is in their language. Translation opens you up to new markets and builds trust and loyalty with clients from non-English speaking backgrounds.

Go Visual

Using visuals is an effective way to overcome language barriers. According to Stanford research, our brain processes visual information 60,000 times faster than text. 

Infographics, photos, illustrations, and videos are visual mediums that require little to no language to communicate messages. Create visual content to supplement or replace text, making information accessible to diverse language speakers.

Tailor Content

To resonate across cultures, tailor content to your audience’s needs and preferences. Do research on your target cultural groups to understand key values, interests, and communication styles. According to The Content Advisory, culturally tailored content leads to higher engagement rates. Tailor content by:

  • Featuring culturally relevant images and examples
  • Adjusting tone, formality, and complexity to match audience expectations
  • Translating idioms and metaphors into culturally equivalent expressions
  • Choosing colours and visuals with cultural significance

Offer Multilingual Support

Providing multilingual customer support options, such as phone support, chatbots, and online communities in multiple languages, enhances the client experience. 

According to Microsoft, 65% of customers are more likely to make a purchase when support is in their language and Forbes said over 70% of global customers prefer to interact in their native language. Thus, multilingual support also conveys your commitment to diversity and inclusion.

Embracing multilingual communication through translation, visuals, tailored content, and support services allows you to connect with culturally diverse clients in meaningful ways. 

By making an effort to speak your clients’ languages, both literally and figuratively, you gain a competitive advantage and build loyalty in an increasingly global market. Focusing on multilingual strategies will open you up to new opportunities and help your business thrive.

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Strategy 2 – Foster A Welcoming And Inclusive Client Experience

Providing an inclusive experience for CALD clients should be a top priority for any business. According to a 2019 study, nearly half of Australians were born overseas or have at least one parent born overseas.

Tailoring Your Business 

Tailoring your business to be inclusive of cultural diversity is key. This could include:

  • Providing and Offering interpreters or translated materials for key client interactions. According to the Australian Bureau of Statistics, nearly 1 in 5 Australians speak a language other than English at home.
  • Training staff on cultural competence and inclusive customer service. A 2018 report found that 15% of Australians from non-English speaking backgrounds faced discrimination in accessing goods and services.

Build Trust Through Cultural Sensitivity

Showing cultural sensitivity and understanding builds trust with CALD clients. Some suggestions include:

  • Educating yourself on the cultural backgrounds and norms of your clients. For example, in some cultures, direct eye contact is seen as disrespectful.
  • Using inclusive language and avoiding assumptions. Ask open-ended questions to learn about your client’s needs and preferences.
  • Accommodating cultural or religious practices when possible, such as scheduling around important holidays or providing a space for prayer.

Personalised Service

With an increasingly globalised world, cultural diversity in Australia is growing rapidly. Tailoring your business’s approach to match each client’s unique cultural background and language needs is key because offering personalised service in a client’s preferred language leads to improved customer satisfaction, loyalty, and word-of-mouth promotion.

Providing personalised service tailored to clients’ needs makes them feel valued and understood. For CALD clients, this could include:

  • Offering information in their preferred language. Providing interpreting or translated services shows you value clients and want to meet their needs.
  • Gaining an understanding of cultural backgrounds and customs to serve clients respectfully. For example, in some cultures, it is customary to negotiate pricing or make important decisions as a family.
  • Building rapport and trust over time through ongoing contact and high-quality service. CALD clients who feel understood and respected are more likely to become long-term, loyal customers.

Review Your Business Processes

Examine your current business processes with an inclusion lens. Are your marketing materials, website, and client forms available in languages other than English? Do you offer interpreter or translation services when needed? Are signs in your office easy to understand for non-native English speakers? Making simple changes to provide multilingual and accessible information can significantly improve the experience for CALD clients.

Build Partnerships

Partnering with local cultural groups and language service providers is an easy way to strengthen your cultural competency and connections within CALD communities. 

All Graduates, for example, provide cultural awareness training, translations, and interpreting services to help businesses better serve their diverse clients. Collaborating with organizations that specialise in inclusion and diversity can help your business provide the best experience for all clients, regardless of cultural or linguistic background.

With Australia’s increasing cultural diversity, fostering an inclusive client experience is vital for any business. 

Fostering an inclusive experience for your CALD clients is not only ethical but also good for your business. By tailoring your services, showing cultural sensitivity, and providing personalised interactions, you can build trust, gain client loyalty, and tap into an important consumer market. 

The rewards of an inclusive approach far outweigh the effort. Your clients will appreciate your understanding and respect, and your business will thrive as a result.

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leveraging technology is one great strategy in engaging client with non-english speaking backgroundsTools such as social media, personalised communications via email or chat, and audio messaging can help you develop new relationships and nurture existing ones. The goal is to encourage a two-way dialogue where non-English speakers can engage in meaningful ways.

You can easily adapt and repurpose your existing communications. For instance, you could transform a brochure into a shareable audiogram or record your FAQs in another language accessible via a telephone message service.

Strategy 3 – Leverage Technology For Seamless Communication

According to a study by Common Sense Advisory, businesses lose $37 billion annually due to language barriers.

However, technology has made it easier than ever to overcome communication challenges. Leveraging multilingual communication technologies is a proven strategy to better engage clients from non-English speaking backgrounds.

Provide Interpretation Services

According to a study by the Australian Bureau of Statistics, nearly half of Australians were born overseas or have at least one parent born overseas. With Australia’s cultural diversity, providing interpretation services is key to engaging clients from non-English speaking backgrounds. Interpretation allows for clear communication and helps build trust and loyalty with these clients.

Working with a professional interpretation service, such as All Graduates, allows you to offer interpretation in over 100 languages. All Graduates has a network of NAATI-certified interpreters to ensure accurate and high-quality interpretations. Studies show that clients are more likely to return to a business that offers interpretation, as it makes them feel valued and understood.

Utilise Translation Services

In addition to in-person interpretations, offering translated materials is important for engaging diverse clients. Translating things like your website, product/service descriptions, contracts, invoices, and marketing materials into popular community languages will make information more accessible to non-English speaking clients. According to research by Common Sense Advisory, 75% of consumers spend most or all of their time on websites in their native language. Offering translations is a key way to capture this audience.

Working with a language services agency like All Graduates provides access to NAATI-certified translators to translate your materials. They can also help determine which languages are most important to translate into based on your client demographics and location. 

Studies show that multilingual websites see higher traffic and conversion rates, especially from foreign language visitors.

Embrace Technology for Remote Interpretation

While in-person interpretation is ideal, it is not always possible or practical. Remote interpretation via telephone or video allows you to provide interpretation services even when meeting with clients remotely. All Graduates offers telephone and video interpretation in over 100 languages on-demand or by appointment.

Remote interpretation is very effective, with over 90% of meaning conveyed even via telephone. It provides a convenient, cost-effective solution for engaging with non-English speaking clients remotely. 

Video interpretation via services like Skype or Zoom is even more robust, allowing for visual cues and a more personal experience. 

According to Common Sense Advisory, global e-commerce sales could increase by $99 billion if businesses improved machine translation on their websites. Providing information in a client’s native language, whether through human or machine translation, is key to building trust and capturing new opportunities.

Chatbots and virtual assistants offer 24/7 customer service and can understand and respond in many languages. Anthropic, a company that develops AI safety technologies, created a multilingual chatbot called Claude that can switch between languages in the same conversation. 

a man having a video call with someone on his phoneInteracting with a chatbot allows customers to get information and resolve basic issues on their own timetable. A study by Forrester Research found that 44% of online adults prefer to use a chatbot for simple questions instead of speaking to a human customer service agent.

In summary, leveraging technology and professional language services are effective strategies for engaging clients from non-English speaking backgrounds. By providing interpretation, translation, and remote interpretation you make information and communication accessible. 

This helps to build trust, capture new audiences, and promote long-term loyalty with these clients. While the initial investment may seem costly, the long-term benefits to your business can be huge.

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You have the power to make a positive change. 

Implementing even one of these strategies can significantly improve your connection with clients from diverse backgrounds. Begin with empathy and understanding, taking time to learn about the cultures represented in your community. Leverage tools and technology to bridge language gaps. And empower clients to feel comfortable expressing themselves in their own voices. 

By embracing diversity as a strength, we can build a society where everyone is valued for their unique contributions. Our shared humanity transcends differences when we make the effort to understand. You now have the knowledge to take that first step toward a more inclusive future, one client at a time. 

Go forth with compassion and help make the world a little better for all.

Convinced you need to bridge the language gap in your business?

Don’t waste time deciphering a sea of translation companies. 

All Graduates Interpreting and Translating is your one-stop shop for seamless communication. With us, crystal-clear conversations, culturally sensitive documents, and a global audience all within reach are reimagined.

All Graduates boasts of a team of passionate, NAATI-certified linguists who are as fluent in business jargon as they are in everyday language. They don’t just translate words, they translate intent. 

So, ditch the awkward pauses and strained smiles. 

With All Graduates, your message resonates, your brand thrives, and your non-English speaking clients feel truly valued.

Ready to break down those language barriers? 

Contact us today and unlock the full potential of your international market.

The anxiety of learning English as a second language, and the challenges non-English speakers face

Elise Hearst
Elise Hearst | 1 Apr 2019

I said, “Do you speak-a my language?”
He just smiled and gave me a Vegemite sandwich


Triggered by unfamiliar sounds, different cultural expressions, and fear of making mistakes, have you ever felt that rush of nerves when speaking in English? You’re not alone. Recent studies show over 30% of international students experience foreign language anxiety.
Foreign language anxiety (FLA), is defined as a feeling of apprehension or fear associated with communicating in a foreign language.
Learning English as a second language is undoubtedly tough, especially for international students who are already facing the challenges of living and studying in a new country. FLA can manifest in a variety of ways, such as nervousness, self-doubt, and avoidance of speaking or writing in the new language.
It can have a significant impact on language learning, making it difficult to focus, absorb information, and perform well in class and on assignments.
However, there are a number of things that international students can do to manage Foreign Language Anxiety and improve their language learning experience.

Exploring the Depths of Foreign Language Anxiety 

Foreign language anxiety refers to the fear, nervousness, or uneasiness experienced by individuals when using or learning a foreign language. It can stem from a variety of factors, such as the fear of making mistakes, being judged by others, or feeling like an outsider due to communication difficulties. These anxieties can have a profound effect on the learning experience and overall language proficiency.

If you’re an international student, you likely experience anxiety when speaking English. According to research, over 25% of university students in Australia are international, with the largest groups coming from China, India, and other Asian countries. 

While the classroom provides some structure, outside interactions can be unpredictable, making it hard to convey what you really mean or understand what’s going on. This anxiety often continues even after graduating as you enter the workforce.

Many hope to gain permanent residency, but to do so, you must meet English language requirements. This could add to the pressure of learning an entirely different language in an entirely different environment from where you grew up. 

Unmasking the Culprit: Common Triggers of Language Anxiety

According to studies, anxiety from learning a foreign language can have damaging effects and impact your ability to master the new language. A 2006 study by Lindy Woodrow found that for some students, the anxiety experienced when speaking English was debilitating. 

a girl who feels afraid of being misjudgedAs an international student in Australia, the thought of speaking English in social situations can trigger feelings of anxiety and stress. Common triggers include:

Speaking with native English speakers. Whether it’s chatting with your professor or ordering coffee, conversing with native speakers when English isn’t your first language can be nerve-wracking. You may worry about misunderstandings, not being able to express yourself clearly, or saying something incorrectly.

Presenting or speaking up in group settings. Having to present in front of classmates or speak up during a team meeting when you’re still learning the language can be anxiety-provoking. Fear of judgment from others, difficulty articulating your thoughts, or general discomfort being the center of attention are all contributing factors.

The Influence of Foreign Language Anxiety on the Learning Journey

Learning a new language can be an exciting and rewarding journey, but it can also come with its fair share of challenges. 

For international students, foreign language anxiety can be particularly challenging. Being in a foreign country, away from their native language and familiar culture, can intensify their anxieties. These students may struggle with adapting to a different learning environment, understanding cultural subtleties, and forming connections. 

The anxiety often stems from three main factors:


  • Difficulty navigating unpredictable social and workplace situations where English is required
  • Struggling to convey their meaning due to limited language skills
  • Feeling anxious when speaking in group settings or to native English speakers because of fear of being judged. 

Their anxiety can hinder their ability to fully engage in classroom activities, participate in discussions, and ask questions, ultimately affecting their language learning progress.

Some specific ways in which foreign language anxiety can affect learning are: 


Cognitive impairment: Anxiety when learning English as a second language can interfere with cognitive processes such as attention, memory, and problem-solving. This can make it difficult for learners to acquire new language knowledge and skills.

Communication avoidance: Learners with FLA may avoid speaking and writing in a foreign language for fear of making mistakes or being judged negatively. This can limit their opportunities to practice and improve their language skills.

Reduced motivation: Language learning anxiety can lead to a loss of motivation to learn a foreign language. International students learning English may feel discouraged and give up if they feel anxious and stressed about learning.

Students who experience high levels of FLA are more likely to have poorer grades and lower overall proficiency in the foreign language.

A student experiencing foreign language anxiety asks for help

Here are some examples of how anxiety cripples effective language learning: 

  • A student who is anxious about speaking in a foreign language may be less likely to participate in class discussions or activities. This can lead to missed opportunities to practice and improve their speaking skills.
  • International students who are anxious about learning English and are conscious about making mistakes may be afraid to ask questions or volunteer to answer them in class. This can make it difficult to learn from their mistakes and improve their understanding of the material.
  • An anxious student being evaluated may avoid taking risks in their foreign language learning. This can make it difficult to develop fluency and confidence in the language.

By understanding the factors that contribute to foreign language anxiety, we can take the steps to minimize them. Students will then have a better chance of overcoming their fears, mastering English, and adapting to their new cultural surroundings. Reducing anxiety and improving confidence in using English will empower international students to fully participate in Australian society.


In professional circumstances there are many great communication solutions available which can be used to improve engagement with your non-native speakers, and address the inherent deficit in their ability to access your services.


A 2006 paper delivered by Lindy Woodrow (Honorary Senior Lecturer in TESOL¹, University of Sydney) details the results from her study about foreign language anxiety. Woodrow looked at students in their final months of studying English, prior to enrolling in university courses in Australia. The study revealed that learning English as a second language can be a negative and potentially damaging experience both in and out of the classroom (Woodrow, 2006). This may impact a learner’s capacity to master their new language and achieve confidence in handling day-to-day communications.

¹Teaching English to Speakers of Other Languages

“Anxiety experienced in communication in English can be debilitating”

Lindy Woodrow


Strategies to Tame Foreign Language Jitters In Classroom

As an international student learning English in Australia, feeling some anxiety in the classroom is completely understandable. 

Managing foreign language anxiety in the classroom can be challenging, but there are effective strategies that can help both students and teachers cope with this common issue and here are some of them: 
  • Identify your triggers. What are the specific situations that cause you anxiety? Once you identify your triggers, you can start developing coping mechanisms.
  • Practice your presentation beforehand. Repeating your presentation out loud, ideally to another person, will boost your confidence for the actual presentation. Hearing yourself speak the words will make you more comfortable with the material.
  • Focus on your message, not perfection. Don’t aim to speak perfect English without any mistakes. Focus instead on conveying your key message or main points. Your proficiency will improve over time, so avoid being too self-critical.
  • Build rapport with your teacher and classmates. Having a good relationship with your teacher and fellow students will make you feel more at ease speaking in class. Try introducing yourself, smiling, making eye contact and engaging in casual conversations before and after class.
  • Ask questions. Don’t stay silent if you have a question about an assignment, discussion topic or presentation. Asking questions will clarify any confusion you have and allow you to participate more fully and confidently. Your teacher and classmates will appreciate your questions too.
  • Take breaks. When anxiety arises, step back. Shake things up by moving around or doing something you enjoy.
  • Reward yourself. When you achieve a language learning goal, reward yourself. This will help you stay motivated and boost your confidence.

The classroom is a perfect place to strengthen your English speaking skills in a supportive environment. Focus on preparation, building connections and self-care strategies to help overcome feelings of anxiety. The more you practice speaking, the more your confidence will grow. With time and experience, interacting in English will feel second nature.

Building Confidence Speaking English Beyond Classroom

Building confidence in speaking English outside the classroom is essential for language learners aiming to enhance their communication skills. 

Practicing speaking English in real-world situations will help you improve your fluency, pronunciation, and grammar. Immersing yourself in these situations will help boost your confidence in your ability to communicate in English over time. 

Practice Makes Perfect

The more you speak English, the more comfortable you’ll feel. Strike up casual conversations with classmates, neighbors, or coworkers. Ask open-ended questions to keep the discussion going. Join local social or interest groups to meet new people and get used to conversing comfortably. Don’t be afraid to make mistakes – focus on listening, understanding and being understood. With regular practice, your anxiety will subside.

Start Small and Build Up

Don’t throw yourself into anxiety-inducing situations right away. Start with low-key interactions like ordering coffee or asking for directions, then work your way up to lengthier conversations. Give presentations in front of friends or family before larger groups. Take opportunities to speak up at work in meetings or with colleagues. Each experience will increase your self-assurance for the next one.

Focus on Your Message

When speaking in public or to native English speakers, focus on the message you want to convey rather than your language ability. Prepare thoroughly and know your material inside and out. Connect with your audience by making eye contact and speaking clearly. Their reactions or judgment of your English are secondary to communicating your key points. Staying focused on your goal will boost your confidence from within.

Learn Cultural Cues

Familiarize yourself with Australian English expressions, customs and body language. The more you understand the cultural context, the more comfortable you’ll feel interacting with native speakers. Watch TV shows, read books, newspapers and magazines to pick up common phrases and sayings. Knowing what to expect in various situations will ease anxiety and allow your personality to shine through.

Record Yourself Speaking English

This is a valuable tool for tracking your progress and pinpointing areas for improvement. It can also be helpful to listen back to your recordings and get feedback from a native speaker or teacher.

So don’t be afraid to put yourself in anxiety-inducing scenarios – each experience will decrease your stress and increase your self-assurance. You’ve got this, mate! Keep at it and before you know it, chatting with native English speakers will feel as natural as a bunnings sausage sizzle.


The Role of Educators and Schools in Easing The Grip of Anxiety

In tackling the issue of lowering anxiety related to learning a foreign language, it is critical to acknowledge the pivotal roles that educators and educational institutions play in this regard. Teachers provide pupils with safe, supportive environments in which to explore learning a new language. 

With international student populations increasing, it’s crucial for teachers and schools to consider cultural sensitivities and find ways to alleviate anxiety. 

Providing Emotional Support

  • Be aware of the signs of Foreign Language Anxiety. Signs can include sweating, trembling, blushing, and difficulty concentrating. If you see any of these signs in your students, be sure to offer them support and encouragement.
  • Reassure students that feeling anxious is normal and help them develop coping strategies. Let them know you understand what they’re going through.
  • Encourage students to use self-calming techniques like deep breathing, visualization, and positive self-talk. These can help students gain confidence in their abilities.

Promoting an Inclusive Learning Environment

  • Foster an open, welcoming classroom environment where students feel comfortable participating without fear of embarrassment. Call on students to answer questions or speak voluntarily instead of demanding responses.
  • Use a variety of teaching methods and activities. This helps to keep students engaged and motivated, and it also allows them to learn at their own pace. Teachers can also provide students with opportunities to use the language in a variety of contexts, such as through role-playing, simulations, and projects.
  • Play calming music during class or group activities. Soft instrumentals can help decrease stress and anxiety for both students and teachers.
  • Avoid creating a competitive environment. Competition can increase anxiety levels, so it is important for teachers to focus on creating a cooperative and supportive learning environment.
  • Incorporate mindfulness exercises like short meditation breaks. Taking time to pause and re-center can help students gain awareness and clarity, allowing them to better focus on the tasks at hand.

Improving Cultural Awareness

  • Learn about students’ cultural backgrounds and be sensitive to potential differences. Understand that anxiety may stem from unfamiliarity with Australian teaching styles or difficulty navigating cultural norms.
  • Provide opportunities for students to share information about their cultures and languages. Promoting inclusiveness and cultural exchange can help build rapport and ease anxiety.

Make Resources Available

  • Schools (especially those that offer TESOL) should provide adequate resources, such as language labs, multimedia materials, and conversational practice sessions, to bolster students’ language skills. 
  • Provide students with opportunities to interact with native speakers of the language they are learning. This could involve organising exchange programs, inviting native speakers to visit the classroom, or providing students with access to online resources where they can interact with native speakers.
  • Partner with a reliable language services provider who can offer a wide variety of assistance to international students such as content translation (for academic materials such as textbooks, articles, essays, and presentations), interpreting services, and language coaching. These can help students to understand their coursework and complete their requirements to a high standard while building their confidence in their speaking and writing abilities. 

Additionally, educational institutions can create school-wide policies and procedures that promote a positive and supportive learning environment for all students. This could include things like anti-bullying policies, diversity and inclusion initiatives, and mental health resources.

“Anxiety is clearly an issue in language learning and has a debilitating effect on speaking English for some”

Lindy Woodrow.


English words written on a blackboardThere are many rich linguistic resources available to both learners and organisations to lubricate interactions, improve engagement and reduce this inherent anxiety. For example, encouraging participation in social activities, accessing local council and library services, or utilising Non-English resources to build knowledge of and familiarity with services and procedures.

According to the Department of Education, universities are now seeking to diversify their international student population, with figures showing big increases in the numbers of students from Brazil and Colombia.

With the international student population growing, and also contributing to a significant number of permanent migrants to Australia every year, service providers should rethink their approach to non-English speaking customers.

It is important to take into account cultural sensitivities and potential anxieties, whilst actively seeking ways to improve the effectiveness of and appeal of client interface points. This will ultimately enhance client engagement, improve outcomes and contribute to a culture of inclusion – and that would be, well, bloody bonza mate.

Immerse in the Vibrancy of Your Local Community

Getting involved in your local community is one of the best ways to reduce foreign language anxiety and ease into Australian culture. Joining a local sports club, volunteering, or participating in community events are all great options.

Find a hobby or interest group

Look for groups in your area that match your hobbies or interests. This could be anything from a gardening club to a hiking meetup. Joining a casual group centered around an enjoyable activity takes the focus off language ability and lets you connect with others over shared interests. 

Participating in a hobby group in a low-pressure setting can help build your confidence in conversing and navigating unpredictable conversations.

Volunteer your time

Volunteering at a community organisation is a rewarding way to practice your English, gain valuable Australian work experience, and give back. Check with local charities, places of worship, hospitals, or animal shelters for opportunities. 

Assisting others through volunteer work can boost your self-esteem and motivation to improve your language skills. At the same time, the organisations benefit from your cultural diversity and language abilities in serving their communities.

Get out and explore

Make an effort to get out and participate in community festivals, markets, and events. Trying Aussie foods, listening to live music, and people-watching are all great ways to observe Australian culture in action while minimizing anxiety.

 Strike up a conversation with vendors or other attendees and ask questions – most will appreciate your interest in learning more about the local community. Familiarizing yourself with community happenings helps avoid confusion over procedures and expectations, which Woodrow notes as a source of stress for non-English speakers.

Getting involved in your neighborhood and surrounding community is vital for developing a sense of belonging in your new home. While it may feel uncomfortable at first, putting yourself in social situations and engaging with others is the best way to improve your English, gain cultural knowledge, and ultimately feel at ease living in Australia. Join a sports league, volunteer, explore festivals, and start conversations – you’ll be feeling like a local in no time!

Harnessing Support for Non-English Speakers

Utilising resources tailored for non-English speakers can help alleviate anxiety and ease the transition into Australian life. Many government and non-profit organisations offer services aimed at assisting migrants and international students.

Language Services – Seek out free or low-cost English classes in your area. Local councils, community colleges, and libraries frequently offer conversational English or English as a Second Language courses. 

Translation and Interpreting Assistance – Don’t hesitate to ask for help interpreting documents or navigating unfamiliar situations. Many hospitals, local councils, and community organisations provide translation services or employ bilingual staff. Don’t be afraid to speak up if you’re unsure of procedures or proper etiquette. It’s better to ask for clarification to avoid confusion or unintentionally offending someone.

Take advantage of the technology – There are many free resources available on the internet to help you in your language learning journey. For example, Find a Translation is a free multilingual search engine for translated resources and information. 

Connecting with Your Community – Expanding your social connections leads to greater life satisfaction and contentment in your new home. The key is not to remain isolated or solely rely on university resources. 

While the classroom environment is useful for learning English in a structured way, real-world interactions are necessary to achieve fluency and confidence. Don’t be afraid to utilise the many resources available to help non-English speakers integrate into Australian society.


As an international student, learning to manage language anxiety will help open doors for you. You’ll find conversing with others less intimidating and stressful, allowing you to truly immerse yourself in the language and culture. 

Focus on preparation, positive self-talk, and learning from your mistakes. 

Repetition leads to effortless performance. Before you know it, chatting with locals about the latest news or your hobbies will seem familiar. 

Overcoming language anxiety is challenging, but with the right mindset and practical strategies, you’ve got this! 

Remember, everyone feels nervous at times – what matters most is having the courage to try.

All Graduates is devoted to helping students succeed in their studies, and our services can play a vital role in alleviating foreign language anxiety. Our team of experienced translators and interpreters is highly qualified and experienced, and we pledge to provide students with the best possible support. 

We recognize that each student is unique, and we customize our services to meet their individual requirements.

We can help you to overcome your fears and achieve your academic goals.



  • ABS Australian Social Trends 2102.0 June 2009
  • https://www.homeaffairs.gov.au/research-and-stats/files/report-migration-program-2017-18.p df
  • Anxiety and Second/Foreign Language Learning Revisited by Ying Zheng, 2008
  • A Study of Language Anxiety among English Language Learners in Saudi Arabia by Badia Muntazer Hakim, 2019
  • Impact of Foreign Language Classroom Anxiety on Higher Education Students Academic Success: Mediating Role of Emotional Intelligence and Moderating Influence of Classroom Environment by Siyuan Han, Yiman Li, and Syed Arslan Haider, 2022


When your child asks for sushi in their lunchbox instead of a white bread vegemite sandwich, you know times have changed.

Elise Hearst
Elise Hearst | 25 Mar 2019

A stroll to your local shopping strip, or a scroll down your preferred food delivery app, reveals a lot about the culinary tastes and trends of our nation. Fish and chips, charcoal chicken, burger and a beer – once synonymous with Aussie culture, no longer dominate the restaurant and take-away market. They have been superseded by souvlakis, pizzas, and sushi; and more recently by curries, banh mi, and of course, the burrito (extra sour cream, extra guac – thanks). According to the data, Australians’ taste in food has evolved beyond meat pies to something far more representative of our status as a prosperous, food-loving multicultural nation. Market research analysts NPD declared in 2018 that ethnic fast food is the most popular cuisine among Australian millennials. It begs the question:

“In 2019, what is Australian food?”


You may as well ask “What does an Australian look like?” There’s no straightforward answer to either. Our palate is as diverse as the attendants at an Australian citizenship ceremony, or an AFL match (sorry, Rugby League if you’re from up north). As the song goes: “We are one, but we are many, and from all the lands on earth we come.” Since colonial times our interest in food has been largely shaped by global trends and waves of migration. An Australian summer staple, the pavlova was named after a visiting Russian dancer in the 1920s (apologies New Zealand, we know you claim its origin, but we’ll still claim it for dessert). Australian pub classic the chicken parma was inspired by an Italian eggplant dish. The well-loved Dim Sim (or “dimmie” as it’s often nicknamed), was in fact an Australian creation by a Chinese restaurateur in Melbourne in the 1940s, and has since become as ubiquitous as Smiths Chips. The Chiko Roll was born from the mind of a Bendigo boilermaker and made its debut in Wagga Wagga, a far cry from the land of the spring roll. But surely, Australian food has to be more complex than a bit of meringue or a deep-fried dumpling?! What does seem to be clear, is that since Australia began welcoming migrants from all backgrounds – regardless of race or religion – so too, have Australians embraced ethnic cuisines, and adapted them in our own unique ways.

“I’ve always said that I think Australian food is defined by the many ethnic communities that have migrated to Australia and the way we have as a collective, embraced their cooking techniques, ingredients and style”

Australian chef Dan Hong


This is evident not only in the changing face of the local takeaway, but in our rabid appetite for cooking shows with their casts of culturally diverse chefs and “reality” players. We can’t get enough of celebrity chefs – from Chinese-Australian Kylie Kwong to Greek-Australian George Calombaris, Malaysian-born Poh Ling Yeow to Vietnamese-Australian Luke Nguyen – and we are certainly happy to patronise their restaurants too. Calombaris, of Masterchef fame, is now the owner of 20 restaurants offering his signature Greek cuisine. In fact, over the last four years, ethnic cuisines such as Mexican, Turkish, Indian, Greek and Italian, have been the fastest growing foodservice categories, with sales increasing by 63%. NPD attributes the rise in popularity to the active participation of millennials in food and restaurant culture. Which perhaps is also code for millennials being very comfortable in the multicultural landscape, perhaps even more so than previous generations.


“Ethnic foods are fast becoming as Aussie as lamingtons and snags wrapped in sliced white bread.”


If we look at cosmopolitan Melbourne as a microcosm of multicultural Australia, you can see how different geographical areas are defined by their cultural specificity. Where the Victorian capital city used to have just Chinatown, there are now many distinct areas that are known for their migrant communities and the cuisines they are famous for. Locals and tourists alike are willing to travel far and wide in search of the next taste sensation. They’ll venture to Richmond just for a Vietnamese Pho, Footscray for Ethiopian injera, Oakleigh for a Greek Moussaka, Balaclava for a bagel, and Box Hill for Yum Cha. As we embrace these immigrant foods we are inadvertently reshaping our use of language, and evolving our national identity, creating pathways to not only appreciating those cultures, but understanding them. This results in immigrant languages and foods appearing in our day to day discourse and slang. Think how quickly Australians can turn a food phrase into a colloquialism: sanger, barbie, smashed avo, barra, snag. And think again about more recent incarnations of popular items on menus: sliders (mini burgers), bowls (rice, noodles), and wraps of any and every kind (falafel, burrito, souvlaki, – wrap it in gluten and we’ll eat it). No need to take an expensive trip to Southeast Asia. Restaurants flagrantly use the terms “hawker food” or “street food” to intimate the authenticity of their offerings.

“Food is the ultimate tool in fostering conversation and understanding between cultures.”


If anything, Australians’ relationship with food signals a shift in attitudes towards diverse cultures, races and religions. Food encourages conversation and understanding. Nick Temple, from Indigenous restaurant Charcoal Lane in Melbourne says, “People talk about Australia not having a cuisine… But when you’re in a space where you don’t recognise half of the ingredients on your plate, you’re not scared to ask questions. And that opens it up to more questions. It makes people recognise how much they don’t know about the country they live in.”What and how we eat changes the way we think about food, how we speak about food, and ultimately how we speak to each other. The feel-good takeaway (excuse the pun) from all this? Our rapid embrace of immigrant foods over the last ten years reflects our country’s capacity for tolerance and integration of an increasingly broad multicultural landscape.

“What’s next on the menu?”


We could hypothesise about the next food trend till the cows (or vegan friendly beef substitutes) come home. But there is no doubt that ethnic foods, just like ethnic culture is now intertwined with our personal identity. And more than ever, it is reflecting the core idea of Australia as a nation of battlers, each of us seeking a chance to flourish and succeed in a sometimes harsh and unforgiving physical and political climate. So, with the latest waves of new migrants coming from countries like South Sudan, Somalia,Iran, the Democratic Republic of Congo, Afghanistan, Eritrea, Ethiopia, Myanmar, Bhutan, Syria and Iraq, we can definitely expect new food trends. Before long you’ll probably be wrapping your mouth around some new taste sensations, and then, the Australianisation of those new tastes, with accompanying slang drifting into common parlance. So, pass the dead horse, and let’s go get some lunch.

“How have ethnic immigration trends impacted your business? Are you struggling to connect with culturally diverse communities?”


  • https://qsrmedia.com.au/research/news/aussies-spending-more-ethnic-restaurants-study-says
  • https://www.sbs.com.au/food/article/2017/11/12/are-we-any-closer-knowing-what-australian-f ood
  • https://mattersjournal.com/stories/swallowingourhistory
  • https://www.theguardian.com/australia-news/2018/apr/05/south-sudan-somalia-and-iran-excluded-from-one-of-australias-refugee-programs

Life is peppered with unexpected events...

Elise Hearst
Elise Hearst | 18 Mar 2019

As an immigrant in Australia, encountering language barriers is often an unavoidable part of life. However, for many businesses and organizations, overcoming these barriers is crucial to providing fair and equitable services. Professional interpreting services are essential tools that facilitate clear communication and ensure people from all backgrounds have equal access.

Studies show that qualified interpreters significantly improve comprehension for non-native speakers during complex or sensitive conversations. For skilled immigrants, interpreters can be the key to unlocking opportunities that would otherwise be inaccessible due to language alone. 

With nearly half of Australians either born overseas or with at least one parent born overseas, the impact of professional interpreting services on individuals and communities is huge.

For any organisation, making qualified interpreting services available is one of the most impactful ways to practice inclusion. It allows customers and clients from culturally and linguistically diverse backgrounds to fully participate, feel heard, and receive the same standard of care as native English speakers. 

In short, it is one of the most vital keys to equitable service delivery in our multicultural society.


The Growing Diversity in Australia Calls for Equitable Services

As Australia’s cultural diversity grows, the demand for professional interpreting services is essential for equitable access to services.

The Growing Need for Interpreters

With over 300 languages spoken across Australia, including Indigenous languages, communication barriers are increasingly common. Nearly 1 in 4 Australians were born overseas, and international students make up a large portion of tertiary education. Judicial, medical, and government services all require interpreters to properly serve diverse populations.

  • In 2015, over 11,000 court hearings involved interpreters to ensure justice and understanding.
  • Studies show the quality and availability of medical interpreters vary widely, despite the critical nature of accurate communication in healthcare settings.
  • Alarmingly, 20% of GPs don’t see the need for professional interpreters to gain informed consent from patients with limited English.

When legal or medical terminology needs to be interpreted, unqualified interpreters may lack the ability to properly translate, risking miscommunication and inequitable outcomes.

Why Professional Interpreters Matter

Professional interpreters have the necessary certifications and training to handle the nuances of legal, medical, and social services communication. They are:

  • Less likely to make errors that compromise care or legal rights.
  • Best-equipped to interpret complex ideas and terminology.
  • Most impartial, avoiding selective interpretation based on personal beliefs.
  • Bound by industry standards of privacy, confidentiality, and accuracy.

With the stakes so high, professional interpreting services are crucial for an equitable, just, and inclusive society. Government, businesses, and organizations must make them readily available to properly serve Australia’s diverse communities. 

By fostering understanding across languages and cultures, professional interpreters help create a society in which people from all backgrounds can achieve equal outcomes and access to opportunity.

Mind the Language Gap –
lack of access to, and understanding of the importance of professional interpreter services

The word “Mind the Gap” written on the floor of a railway. A word “language” inserted between the words “the” and “gap”.

The Risks of Language Barriers in Critical Situations

As an organisation, it’s critical to understand the risks of language barriers in high-stakes situations. Without professional interpreting services, your linguistically diverse clients can face anxiety, confusion, and potentially dangerous outcomes.

  • Comprehension is key. Just because someone can decode words doesn’t mean they fully understand the meaning or implications. Legal contracts, medical consent forms, and important notices often contain complex language and unfamiliar terms. For low-literacy or non-English speakers, this creates a significant barrier to comprehension.
  • Using family members or friends as interpreters is unethical and can be illegal. They often lack proper training and may interpret selectively based on their own beliefs. In medical settings, this can lead to misdiagnosis, improper treatment, and adverse health events.
  • Anxiety and distress frequently result from communication difficulties. Speaking with native English speakers alone can provoke anxiety in non-English speakers. Add in confusing procedures or legal matters and their distress escalates. It is an organization’s duty to avoid unintentionally causing harm by ensuring clear communication through professional interpreting services.
  • Equitable service delivery requires professional interpreters. They have the skills and training to properly interpret medical, legal, and social services terminology. Studies show professional interpreters improve care, reduce errors, and are vital for just outcomes. With Australia’s growing linguistically diverse population, professional interpreting is crucial to equitable access for all.

By understanding these risks and providing professional language services, you can gain your clients’ trust, improve outcomes, and ensure fair access regardless of language or cultural background. 

In today’s global community, that is the hallmark of an equitable, inclusive organization.

Professional Interpreters Enable Accurate Communication

Professional interpreters are essential for providing equitable services to clients from culturally and linguistically diverse backgrounds. 

Studies show that “Professional interpreters are the most skilled in medical interpretation, the least likely to make errors, and the only type of interpreter associated with overall improvement of care for patients with limited English proficiency.”

Using unqualified interpreters like family members can lead to “higher rates of clinically significant errors … and may interpret selectively to fit their own beliefs.”


Relying on children or relatives to interpret can be extremely traumatic for all involved. 

Professional interpreters have the necessary training, skills, and certification to accurately convey complex ideas between languages. They understand industry terminology and procedures, enabling clear communication and comprehension.

For many immigrants and refugees in Australia, English is not their first language. Professional interpreters help close the language gap and provide equitable access to services by facilitating understanding between clients and organisations. 

They play an important role in establishing consent, delivering justice, and supporting positive outcomes for linguistically diverse communities.

Using qualified interpreters is vital for any firm committed to accessible, equitable service delivery and caring for clients from non-English speaking backgrounds.

Professional interpreters enable accurate communication and comprehension, which is key to closing the language gap and providing culturally appropriate care.



Take a situation where the non-English speaker is a patient in a hospital where rapid decisions need to be made – an extremely confronting and stressful experience for both patient and family. Research from Sweden and America tells us that the quality, availability of, and access to interpreters varies widely amongst institutions (Schenker, Lo, Ettinger & Fernandez, 2017) (Jungner, 2018). Within the medical field, there is a concerning belief that using family members or untrained bilingual staff is an adequate means of communication. Alarming estimates suggest that 20% of Australian GPs do not consider it necessary to use a qualified interpreter to gain informed consent (Promoting the Engagement, 2013).

In the federal court system where there is a necessity for a high professional standard, there is a preference for NAATI-accredited interpreters. Unfortunately, they are not always available, resulting in the use of interpreters who may not have the adequate skills to interpret and reconstitute legal jargon (Perry & Zornada, 2015).

The risk of miscommunication, the risk of a lack of parity of meaning, is significant in both of these scenarios and certainly applies to other fields including welfare, aged care, and government service delivery. When the non-qualified interpreter does not have adequate certifications and lacks the ability to convey terminology or procedure, or where a cultural barrier exists that inhibits them from discussing certain topics, there is a worrying potential for severe ethical issues and inequity of outcome.


“In one documented case, a child of 10 years, suffered a severe post-traumatic stress reaction that saw her hospitalised for eight months; ​one of the triggers was being used as an interpreter between her family and medical staff​ for her younger sibling, who died of renal failure at the age of 13 months.”

Promoting the Engagement of Interpreters in Victorian Health Services, 2013.

Qualified Interpreters Improve Outcomes and Reduce Costs

Using properly trained interpreters is vital for businesses and organisations to provide equal services to customers from non-English speaking backgrounds.

Equity means giving people what they need to have equal opportunities and outcomes. For those with communication difficulties, equity requires enabling them to achieve the same level of positive results as others.

Professional interpreters have the proper training, certification, and ability to interpret complex ideas accurately. They are familiar with industry terminology and procedures. 

In healthcare, the quality and availability of interpreters vary widely between institutions. 

Alarmingly, some studies show that a fifth of doctors do not think it necessary to use a qualified interpreter for informed consent. In courts, while accredited interpreters are preferred, they are not always available, risking misunderstandings and unequal justice.

A professional interpreting services helps a Japanese client understand the meeting

Failure to provide professional interpreters in healthcare, welfare, aged care, education, and government can have dire consequences. There is a significant risk of miscommunication, lack of shared meaning, and inability to discuss sensitive topics. This threatens privacy, ethics, and equal outcomes, especially for migrants, refugees, and indigenous groups.

Using qualified interpreters improves communication, health literacy, and outcomes. It reduces costs from medical errors, unnecessary tests, and longer hospital stays. Most importantly, it upholds the human right to understand and be understood. 

For equitable service in our diverse, multicultural society, professional interpreting is not an optional extra but an essential investment.

Strategies to Improved Comprehension for Skilled Immigrants

As an immigrant in Australia, navigating unfamiliar systems and achieving your goals can be challenging when there are language barriers. And while professional interpreting services are critical for equitable access and outcomes, here are some strategies to help improve your comprehension on your own: 

Ask questions

Don’t be afraid to ask the speaker to clarify or rephrase to help you understand better. Say something like, “Could you please explain that in another way?” or “I’m not sure I fully understood. Can you give an example?” Asking follow-up questions shows you are engaged and interested in comprehending the information.

Paraphrase and summarise

Repeat back parts of what the speaker said in your own words to confirm your understanding. For example, say “So to summarise, you’re saying…?” or “To paraphrase, the main points are…?” This ensures accurate message delivery and allows the speaker to address any misunderstandings.

Take notes

Write down key terms, main ideas, dates, numbers, names, etc. as the speaker talks. Review your notes afterward to cement your learning and see if anything needs clarification. Notes provide a reference for later review.

Request written information

Don’t rely solely on verbal communication. Ask for any handouts, documents, website links, or other written materials to complement what was said. The combination of listening and reading boosts comprehension.

Review and reflect

Set aside time after the communication to think about what was discussed and how it impacts you. Try to connect new information to what you already know. Look up any unfamiliar words or concepts. The more you actively engage with the content, the more you will retain and understand.

Following these strategies will empower you to have more constructive conversations, make well-informed decisions, and access various services. Don’t hesitate to let organisations know if you need an interpreter or have any other needs to facilitate clear communication. 

Your participation and initiative are equally important.

Creating Accessibility for CALD Groups Requires a Holistic Approach

Creating accessibility for culturally and linguistically diverse (CALD) groups calls for a comprehensive and coordinated approach

Experts say that Australia needs to change its communication practices to make complex systems more accessible and achieve positive outcomes for everyone.

A Combination of Solutions

A combination of solutions, like professional interpreters, pre-recorded audio, and new technologies can help bridge the gap. While artificial intelligence and machine translation have a role to play, human interpreters are still needed for nuanced, complex conversations.

Pre-recorded audio in multiple languages can effectively convey routine information and procedures, especially for those with low literacy or vision impairment. Multilingual messaging services are helping make services more accessible and equitable. Research shows that inadequate translation is linked to higher healthcare costs.

A Shared Responsibility

Providing equitable service to CALD groups is a shared responsibility. Companies and organizations must ensure clients fully comprehend their rights and responsibilities. This means communicating in clear, easy-to-understand language, and engaging professional interpreters whenever needed to prevent harm. 

“Equity is the absence of preventable differences among groups of people”

(World Health Organization, 1948).

Equity, in relation to language services, refers to enabling those with communication deficits to achieve the same level of favourable outcomes as those without deficits.
An illustration showing the difference between equality and equity

Life’s challenges are hard enough to navigate without the added burden of a language barrier. By addressing this barrier through a combination of human and technological solutions, we can work towards equity for all.

Pre-Recorded Audio Can Bridge Gaps When Interpreters Are Unavailable

Professional interpreter services should be an essential part of any organization’s communication strategy, especially when servicing clients from culturally and linguistically diverse backgrounds. While technology like AI and machine translation have come a long way, human interpreters are still necessary to convey meaning accurately and build trust.

There are times when live interpreters simply can’t be engaged, often due to availability, cost, or the nature of the communication. In these cases, pre-recorded audio messaging in the client’s native language can help bridge the gap.

Audio recordings have several benefits over written translations:

  • They are more accessible for people with low literacy or vision impairment.
  • The tone and pacing can be tailored to the audience and subject matter.
  • Messages can be delivered across multiple channels like phone, SMS and mobile apps.
  • They prevent the over-reliance on family members, especially children, to interpret in sensitive situations.

What You Can Do


As an organisation or business, make equitable access to information and services for your linguistically diverse clients a priority. Some suggestions:

  • Engage accredited interpreters whenever possible for two-way communication.
  • Use multilingual audio messaging services to provide key information in the client’s language.
  • Train staff in cultural competency and how to work with interpreters.
  • Offer documents and forms in the most common languages of your client base.
  • Build strong relationships with local cultural groups and community leaders.

Life is full of challenges, and navigating complex systems in an unfamiliar language only adds to the difficulty. By making communication accessible through human and technological means, organizations can truly achieve equitable outcomes for all.

Organisations Have an Ethical Duty to Reduce Inequity

As Australia’s population becomes increasingly diverse, organizations must provide equitable services for all. For immigrant communities and those with limited English proficiency, language barriers can prevent full understanding and access. Using professional interpreters is key to overcoming these obstacles and reducing inequity.

However, many factors block the use of professional interpreters, including cost, lack of awareness about their importance, and the belief that bilingual staff or families can interpret. This creates risky situations for those with limited English.

To achieve equity, organisations must make professional interpreters available whenever communicating complex or sensitive information. They owe this duty of care to immigrant communities to enable full understanding and participation. 

Reducing language barriers also helps diminish systemic discrimination that can negatively impact health, education, employment, and legal outcomes.

Overall, professional interpreters play a vital role in an equitable, just, and inclusive society. Organizations should work to provide and promote these critical services. By doing so, they take an important step towards closing the gap for linguistically diverse groups.

Multilingual messaging services such as LiME are paving the way for equitable service delivery, by delivering pre-recorded audio across multiple communication channels.


Partnering With Language Service Providers for Culturally Sensitive Support

Partnering with professional language service providers is key to delivering culturally sensitive support for your diverse client base.

Qualified Interpreters Improve Outcomes

Engaging accredited interpreters helps minimize communication barriers for your non-English speaking clients while also reducing risks. 

For example, without a professional interpreter, a doctor explaining a treatment plan or seeking informed consent could be misinterpreted, and a patient may misunderstand post-operative care instructions or medication side effects. 

Similarly, legal counsel should ensure clients fully comprehend their rights and obligations before signing official documents.

professional interpreting services: a male and a female interpreter in action

Technology Supports Equitable Service

While technology like AI and machine translation has made progress, human interpreters remain necessary for nuanced, empathetic communication in sensitive contexts. However, technology does have a role to play in supporting interpreter services and equitable access.

For example, providing information in audio format, in addition to written communications, helps address issues of low literacy or vision impairment. Multilingual messaging services that deliver pre-recorded audio across multiple channels can convey key information to non-English speakers efficiently while freeing up interpreters for interactive dialog.

A combination of human and technological solutions allows organizations to prevent repetition, reduce costs, and improve outcomes. According to research, inadequate language services correlate with higher healthcare costs, so a holistic approach makes practical sense.

With a growing immigrant population and over 300 languages spoken in Australia, including Indigenous languages, professional language services are vital for fair and just service delivery across sectors. 

By partnering with accredited providers and leveraging supportive technologies, your organization can truly achieve equity and culturally sensitive support for all clients.


Everyone deserves to be understood and respected when accessing any service or participating fully in your community. Professional interpreting services are a must to achieve this and uphold basic human rights. 

Now that you’ve learned about the many benefits of professional interpreters, don’t settle for less. Insist that any organisation you interact with provides skilled interpreters to facilitate clear communication and meaningful engagement. Your voice and experience matter. 

With the help of interpreters, language barriers can be overcome and equitable access achieved so you receive the same high-quality service as any other resident. You have the power to advocate for your needs and the needs of others in your community. 

Professional interpreting services should be the norm, not the exception so that we can work towards a truly inclusive society.


What can you do to create equity for your customers from non-English speaking backgrounds?



  • Schenker, Y., Wang, F., Selig, S.J. et al. J GEN INTERN MED (2007) 22(Suppl 2): 294. https://doi.org/10.1007/s11606-007-0359-1
  • How can I support a culturally and linguistically diverse person with a mental health condition?  From NSW Health
  • Engaging with culturally and linguistically diverse communities to reduce the impact of depression and anxiety: a narrative review by Amy E. Z. Baker PhD BHlthSc(Hons)(OccTh) BAppSc(OccTh), et.al, 2015