Tackling language barriers in the civil service

This article is written by Jamond Au, Customer Service Advisor, HM Revenue & Customs, United Kingdom.

• The problem: Some recent immigrants are found to have difficulties integrating into the civil service workforce.
• Why it matters: Immigrants new to civil service will not be able to excel in their roles until they have tackled these difficulties.
• The solution: Immigrants have to accept their uniqueness and differences.

As a recent immigrant to the UK, my experience has been both exciting and challenging. Readjusting to a new way of life has not been easy. Even the smallest things in daily life have become much more challenging than before, requiring me to be more patient and understanding. One of the biggest challenges I have faced is coping with my job, which takes up most of my time. Being a new employee in a new country has not been an easy task for me. Especially working within the civil service where colleagues come from many different departments and backgrounds. Although most of them speak English, their accents and tones are distinct and unfamiliar to me. Many of them are UK nationals; they know where to have good food, where you can find a good hiking route and when it is too hot or cold to go out or just chill at home. Sometimes I cannot stop feeling isolated and distant from the people around me.

Language, everything is about language

A common language is the most important channel for communication between people. Without a common language, all communication becomes difficult. No matter how outgoing or communicative you are as a person, or how great your plans are, if you cannot convey them in a language that others can understand, even a thousand words will remain locked in your heart.

When I first started working my current job it was rather frustrating because all my colleagues speak a different language from me. When I hear my colleagues chatting with excitement, I continue to do my work quietly or pretend not to notice them because I cannot understand them. I feel a burning anguish in my heart because I want to approach my colleagues and talk to them but I just can’t understand what they’re saying so I have no way to join their conversations. My English is not particularly poor, but adequate, so when conversations deviate from work-related topics, I find it difficult to relate. However, I would not want others to perceive me as unapproachable or unsociable due to this, as it is the last thing I would want to happen.

Focusing on the positive is the most crucial step.

I understand that as a new colleague who looks different and speaks differently, encountering difficulties and confusion is inevitable. I have learned to understand that this temporary sense of loss and helplessness is normal and not caused by my own shortcomings or faults. This gives me a reason and a sense of urgency to change.

What I have been doing is trying to enhance my English to tackle this barrier. For example, I read English novels to enhance my comprehension skills and listen to English YouTube channels to practise my listening skills. I do this almost every day to improve my overall communication skills and better understand others. Listening to and reading English materials not only helps me learn English but also keeps me up-to-date with global news. Nowadays, most resources on the internet are in English. According to the figure provided by Statista, 58.8% of websites on the internet are in English as of January 2023. Being proficient in English can provide me with a large number of resources when conversing with local people.

Focus on positivity

Focusing on the positive is the most crucial step. Instead of feeling fear, loneliness and the sense of loss I felt every day when I first arrived in this country, I now prioritise maintaining my uniqueness. In addition to speaking adequate English I also can speak Mandarin and Cantonese, which allows me to connect with people from more diverse backgrounds. Most of the time, I feel the warmth and friendliness of the people here because the UK is a place that values multiculturalism and diversity. As explained by Rhonda Byrne in her book, ‘The Secret’, I think I will be following the law of attraction by remembering people’s kindness and disregarding their malice in order to find miracles.

Every cloud has a silver lining

To truly thrive, it's important to be true to yourself, even in the face of challenging situations. Acknowledge the differences you encounter and embrace them. It's essential to remember that everyone is unique, and you are the best version of yourself. Instead of comparing yourself to others, focus on your strengths and try to see the positive aspects of what you may perceive as flaws. Only by accepting who you are and what you're facing will you discover your hidden talents and appreciate the good things in life.

👋 You can write an article like this one! Share your thoughts with a community of public servants. Learn more

(Image Credit: Unsplash)