Category: Articles

You have the power to make a positive change. 

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.

Effective 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.

Transparency

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.

Flexibility

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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Tools 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. 

Interacting 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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Conclusion

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.

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

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 our nation’s culinary tastes, culinary language, and trends.

Fish and chips, charcoal chicken, burgers, and beer – once synonymous with Aussie culture, no longer dominate the restaurant and takeaway 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 and culinary language 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:

Key Takeaways: 

• Traditional Australian food like meat pies and fish and chips have been surpassed by a diverse range of international cuisines such as souvlakis, pizzas, sushi, curries, banh mi, and burritos. This reflects Australia’s status as a multicultural nation with evolving tastes.
• Australian food has been heavily influenced by global trends and waves of migration. Dishes like pavlova, chicken parma, Dim Sim, and the Chiko Roll have roots in various cultural backgrounds but have been adopted and embraced by Australians.

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.” Global trends and waves of migration have largely shaped our interest in food since colonial times.

We (Australians) named a beloved Australian summer dessert, the pavlova, after a visiting Russian dancer in the 1920s (sorry New Zealand, we know you contest its origin, but we’re still claiming it as our dessert).

An Italian eggplant dish inspired Australian pub classic the chicken parma. The Dim Sim (or “dimmie” as it’s often nicknamed) is a creation of a Chinese restaurateur in Melbourne in the 1940s. It has become as ubiquitous as Smiths Chips.

The Chiko Roll was born from a Bendigo boilermaker’s mind and debuted 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 unique ways.

Local takeaways changing, and cooking shows booming – both show our love for global flavors.

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. This comfort with multiculturalism defines millennials, likely more than past generations.

Key Takeaways: 

• Australian culinary language has embraced ethnic cuisines, leading to the rise of restaurants owned by culturally diverse chefs and an increase in the popularity of cooking shows featuring diverse culinary talents.
• Urban areas like Melbourne reflect multiculturalism through distinct cultural enclaves known for their cuisines. This has led to a willingness among locals and tourists to explore different neighborhoods for authentic tastes. 

Let’s explore Melbourne’s cosmopolitan character as a microcosm of multicultural Australia. We can actively observe how different geographical areas are defined by their unique cultural identities by doing this.

The Victorian capital city, once solely known for its Chinatown, now boasts many distinct areas. Each area thrives on its migrant communities and the unique cuisines they bring.

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.

Embracing immigrant foods reshapes language, identity, and fosters cultural appreciation and understanding. This results in immigrant languages and foods appearing in our day-to-day discourse and slang.

Think how quickly Australian culinary language 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.

Key Takeaways: 

• Immigrant foods have reshaped the Australian language and national identity, with immigrant languages and foods becoming part of daily discourse and slang.
• Food fosters conversation and understanding between cultures, prompting Australians to ask questions and learn about unfamiliar ingredients and traditions.
• The rapid embrace of immigrant foods over the last decade demonstrates Australia’s capacity for tolerance and integration of a diverse multicultural landscape.

If anything, Australians’ relationship with food signals and culinary language is 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…

When you’re in a space where you don’t recognise half of the ingredients on your plate, you boldly 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.

“Food choices shape how we think, talk about it, and interact.“

The feel-good takeaway (excuse the pun) from all this?

Surging immigrant cuisine shows our nation’s welcoming spirit as cultures blend.

We could hypothesise about the next food trend till the cows (or vegan-friendly beef substitutes) come home. Ethnic foods, along with ethnic culture, now undoubtedly intertwine with our personal identity.

It reflects the core idea of Australia as a nation of battlers more than ever.  Each of us seeks a chance to flourish and succeed in a sometimes harsh and unforgiving physical and political climate.

The influx of migrants from various countries (South Sudan, etc.) promises exciting food trends.

Before long you’ll probably be wrapping your mouth around some new taste sensations. 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.

References

• 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 | 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.

“Language barriers have been identified as being the ​primary obstacle ​in providing effective, equitable and patient-safe care to patients with limited proficiency in a country’s majority language.”

(Jungner, 2018)

 

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 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.”

“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.”

(Schenker, Lo, Ettinger & Fernandez, 2017)

 

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.

“Family members often have ​inadequate l​ anguage skills, resulting in higher rates of clinically significant errors … and may interpret selectively to fit their own beliefs.”

(Schenker, Lo, Ettinger & Fernandez, 2017)

 

 

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.

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.

 

 

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.

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.

Conclusion:

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?

 

References

• 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