People & Culture at Swisher

Jacinta Carter

Language Services: A Business Imperative

The availability of language services across many businesses ensures the greatest impact. These services function as a communication vehicle that drives stronger stakeholder engagement, improved quality of service, and, ultimately, greater business results. Language services also help ensure clear and effective communication between employees, employers, and other stakeholders. 

In many organizations, the human resources function typically leads this effort as it aligns with other employee-centric initiatives that touch diverse populations. HR leaders are best equipped to drive these efforts when they understand the cultural nuances within their workplace populations. Our HR leaders are responsible for making our workplaces work for everyone. Being self-aware, empathic, and tuned into nonverbal cues will improve the delivery of the communication process and language services. 

"Showing a genuine interest in someone’s language, thoughts, and ideas creates a safe place for people to express themselves and contribute at a higher level"

Language barriers can lead to compliance issues, lower customer satisfaction, wasted resources, costly mistakes, and process inefficiencies. Although providing language services makes good business sense, depending on the resources used, it also comes with challenges. Incorporating language services into an organization should not be a “one size fits all” approach. Exploring various options, including in-person interpretation, remote interpretation, and translated materials, should be considered for each unique situation. The availability of quality resources coupled with the population's characteristics will be the primary factors to consider when selecting a language service option.

Language is a powerful tool that can help build stronger relationships. Leveraging people from diverse language backgrounds can spur creativity and result in more innovative solutions as different linguistic backgrounds bring unique knowledge to solving complex problems. Showing a genuine interest in someone’s language, thoughts, and ideas creates a safe place for people to express themselves and contribute at a higher level.