“Most of our life is miscommunication, and when you add a language barrier to it, it just becomes total mayhem and confusion… It just adds to it with all of the cultural differences. It could be an American family meeting another American family and you could still have a total clash. With family, it’s like visiting another planet.”
Julie Delpy, French and American actress
MALAYSIA’S rapid economic development coupled with the reluctance of Malaysians to take up 3D (dirty, dangerous and difficult) jobs has led to a colossal increase in the number of foreign workers in recent years. The Statistics Department recorded 2.1 million foreigners working in various sectors in the country up to June 2022.
The influx of foreign workers, however, has introduced several challenges, particularly communication barriers between employers and workers. These barriers not only impact workplace efficiency but also lead to societal frustrations and misunderstandings.
Foreign workers are mainly from countries such as Nepal, Indonesia, Pakistan, Myanmar, Vietnam and Bangladesh and with the exception of Indonesians, these workers have limited proficiency in Bahasa Malaysia and English, the two dominant languages in our country.
In contrast, workers from India – and Indonesia – generally face fewer communication issues due to their familiarity with English and Indonesian Malay, respectively.
The communication gap becomes evident in various sectors, including construction, food and beverage, and security services. A recent personal experience highlights the severity of this issue.
At a popular restaurant in Kelana Jaya, Petaling Jaya, a waiter struggled to understand and fulfil my friend’s simple breakfast order, leading to frustration and a subpar experience.
She ordered two idlis (a type of rice cake originating from India and which is popular as a breakfast food) and asked for dhal gravy be poured over the idlis. The waiter, whom we later found out was a Bangladeshi who arrived a fortnight ago, could hardly understand English or even Malay. For drinks my friend ordered a glass of kopi brew biasa (meaning, no cow milk) and kurang manis (less sugar).
When the orders came, my friend threw a tantrum when she saw the idlis topped with spicy coconut and peanut chutneys instead of dhal which she had asked for! As for her brew coffee it was prepared in cow’s milk! Would you blame her for bursting out?
Such incidents are not isolated in Malaysia and reflect a bigger problem affecting customer satisfaction and workplace efficiency.
Many of us might take communication barriers lightly, but believe me, they can lead to serious implications. According to a study by Muhamad Farhan Rosli and Kharizam Ismail from the Department of Quantity Surveying at Universiti Teknologi MARA, poor communication, especially in the construction industry, can lead to significant delays and increased costs.
“Miscommunication often results in rework, improper project supervision, and inefficiencies that inflate costs by up to 30 per cent, excluding material costs.
“Furthermore, language barriers pose safety risks on job sites, as workers may misinterpret critical instructions. This problem is worsened by the lack of intercultural communication skills, which hinders effective interaction between local employers and foreign workers.”
There are several factors contributing to communication barriers. For one, many foreign workers lack the ability to read, write, and count in any language, making it difficult for them to learn a new language.
Another factor is unclear communication where employers often fail to set clear communication goals, leading to misunderstandings.
Also the variety of different dialect spoken by employers and customers can confuse foreign workers. They may struggle to accept instructions due to cultural differences or misunderstandings.
The main problem involving foreign workers is they often do not receive adequate language training either in their home countries or upon arrival in Malaysia.
Enough of the problems and issues; so, what are the solutions to overcome communication barriers?
Addressing these barriers requires a multifaceted approach.
Here are some of my proposed solutions:
Introduce language training schemes. Conducting language training classes for foreign workers can significantly improve their ability to communicate. These classes should focus on Bahasa Malaysia (BM) and English, the primary languages.
Employers should prioritise hiring foreign workers who already possess basic proficiency in BM and English. This can be achieved by setting up joint venture companies in the workers’ countries of origin to provide language training and cultural orientation courses which should cover local customs, traditions, and workplace norms.
Of course, the authorities must be strict when enforcing policy matters. The government should implement policies requiring employers to hire only those foreign workers who have completed language and cultural training. This will ensure that workers are better prepared to integrate into the local workforce.
Another area is on-the-job language support where employers should provide ongoing language support and training on the job to help workers continue improving their language skills. This could include hiring bilingual supervisors or providing language learning resources at the workplace.
But all these will come to naught if there are no feedback mechanisms in place! Establishing clear feedback platforms will help workers seek clarification and improve their understanding. Employers should encourage an open communication culture where workers feel comfortable asking questions.
I know of cases where bosses don’t even communicate with their workers months on end, expecting them to work dutifully a la Kunta Kinte (fictional African slave character taken to America in Alex Haley’s 1976 novel ‘Roots: The Saga of an American Family’.)
Communication barriers between local employers and foreign workers are a pressing issue that impacts both workplace efficiency and societal harmony. By implementing comprehensive language training programmes, setting clear hiring criteria, and fostering a supportive communication environment, these barriers can be significantly reduced.
There is a need for policies and practices that promote effective communication, ensuring a more productive and cohesive workforce. Through these efforts, the country can continue to benefit from the contributions of foreign workers while minimising the challenges associated with communication barriers.
The views expressed here are those of the columnist and do not necessarily represent the views of the Sarawak Tribune.
