An HR Manager's Guide to Success with Spanish-Speaking Employees Spanish Straight Talk For Successful Employees: An HR Manager's Guide to Success with Spanish-Speaking Employees Presented by Melissa Burkhart President ©2018 Futuro Solido USA

Explanations of Terms What we mean by “Spanish Speakers” Understanding cultural differences is an art not a science The suggestions here are based on Futuro Sólido’s observations and experience They ARE generalizations and of course there will be exceptions ©2018 Futuro Solido USA

Overview Importance of Spanish-Speaking Supervisors Pressure Communication Strategies Importance of Spanish-Speaking Supervisors Pressures on Spanish-Speaking Supervisors Misconceptions about Communication and Training Strategic Solutions ©2018 Futuro Solido USA

The Importance of Spanish-Speaking Supervisors Team= Equipo ©2018 Futuro Solido USA

So you have to communicate an initiative in Spanish… Translate your handbook/benefits booklet/safety manual (even if it is read it will soon be put away and forgotten) Bring in an expert (who will eventually go away) These strategies are important, and you control message. But not consistent or ongoing Spanish Handbook ©2018 Futuro Solido USA

Importance of Supervisors What message IS consistent and ongoing? Day-to-day interaction with supervisor Has a FAR greater impact on employee response than any formal materials or training you produce ©2018 Futuro Solido USA

Importance of Supervisors However, you have the least control over this communication... Spanish speakers tend to have different beliefs about numerous workplace issues... Is it possible that your message is in the hands of someone who does not communicate its importance? ©2018 Futuro Solido USA

Importance of Supervisors Our guy’s not like that! We can count on him 100%! He is completely loyal! Responsible Capable Loyal ©2018 Futuro Solido USA

Of course he is.. He’ll push production over safety, for example… So he’ll do what he perceives is best for the company… He’ll push production over safety, for example… That will be communicated on a day-to-day basis… …AND he will think he is serving the interest of the company. ©2018 Futuro Solido USA

When communication is not trickling down, you jeopardize: Benefits utilization/costs Compliance with Safety RETENTION!! …and so much more. ©2018 Futuro Solido USA

Specific Pressures on Spanish-Speaking Supervisors ©2018 Futuro Solido USA

Pressures… Criteria for promoting Spanish speakers: Seniority Loyalty and dependability Knowledge of operations In other words, good employees And they speak Spanish!! Seniority Be the best Loyalty Knowledge ©2018 Futuro Solido USA

Pressures But good employees are NOT necessarily good leaders or good communicators. To change behavior, you have to be both. (This is NOT to say you should promote or hire different people; rather, give them different support.) ©2018 Futuro Solido USA

v Pressures When Spanish speakers are promoted, they face tremendous pressure from their peers: Sold out to the Dark Side Success is like a pizza: if they got some, there’s less out there for me. ©2018 Futuro Solido USA

Pressures FURTHERMORE… Employees expect them to know everything They expect themselves to know everything ©2018 Futuro Solido USA

Pressures Us vs. Them Either you are for the company or for the employees As a supervisor, you are now one of “them.” ©2018 Futuro Solido USA

Pressures So new supervisors often feel that they have two options: B Bending over backwards to accommodate employees (stay one of “US”) B A Very authoritarian and dictatorial (become one of “THEM”) ©2018 Futuro Solido USA

Pressures But that’s not our philosophy! We have a great company culture! We have an open-door policy/Employee empowerment/We went to a seminar! ©2018 Futuro Solido USA

Pressures Splendid. But have your Spanish-speakers received the relevant leadership and communication training? In Spanish? Addressing their specific pressures and challenges? ©2018 Futuro Solido USA

Pressures Most Spanish speakers are unaware that there is an option C. Traditionally, their approach is much more dictatorial and top-down. Often they feel that being a good manager involves being mean. C Often they are not at all well liked. ©2018 Futuro Solido USA

Impact on Turnover… #1 factor in job satisfaction: rapport with DIRECT supervisor Employees stay at lousy companies because they have a great supervisor …and leave great companies because they have a lousy supervisor… …who used to be a great employee… ©2018 Futuro Solido USA

So how do we start teaching communication skills? ©2018 Futuro Solido USA

Demonstrate that it is a priority… English Speakers Conversation is essential to forming a good team. Spanish Speakers Conversation is usually a waste of time. ©2018 Futuro Solido USA

Conflicting Beliefs about Communication English Speakers Asking questions shows interest in the subject at hand and avoids mistakes. Spanish Speakers Asking questions shows that you’re not prepared—or worse. ©2018 Futuro Solido USA

Conflicting Beliefs about Communication English Speakers If I am new to position and need help, I will ask for it. Spanish Speakers If I have been promoted to be a supervisor, I have to be 100% prepared for that position. ©2018 Futuro Solido USA

Conflicting Beliefs about Communication English Speakers Communicating with superiors shows dedication to the job and the company’s well being. Spanish Speakers Communicating with superiors shows that you’re trying to earn points. ©2018 Futuro Solido USA

Conflicting Beliefs about Communication English Speakers Good employees train new hires so that the team is as productive as possible. Spanish Speakers Training a new employee puts one’s job in danger. “What happens if this new guy learns really fast and then they don’t need me anymore?” ©2018 Futuro Solido USA

Really in the dark about how good communication results in success… Employees: Perceive that the wrong people are rewarded—those who don’t work hard but rather try to earn points with superiors. Supervisors: Believe that the way to get results from their team is to be authoritarian. ©2018 Futuro Solido USA

Strategic Solutions Change their beliefs, and they will change their behavior. ©2018 Futuro Solido USA

Change Their Beliefs, and They Will Change Their Behavior Provide CLEAR job descriptions when people are promoted. Should include a description of your company’s vision of teambuilding and communication ©2018 Futuro Solido USA

Change Their Beliefs, and They Will Change Their Behavior Let them know that they will be evaluated by their employees. If you don’t think this is a good idea, be forewarned… ©2018 Futuro Solido USA

Change Their Beliefs, and They Will Change Their Behavior Provide training customized for them. Cultural differences Lack of mentors Resentment from peers Simply translating English training is not enough… They should be your MVP’s, but they need help addressing their specific challenges. ©2018 Futuro Solido USA

Change Their Beliefs, and They Will Change Their Behavior Be the kind of leader for them that you want them to be for their teams. Effective, consistent communication across culture and language is difficult… ©2018 Futuro Solido USA

Change Their Beliefs, and They Will Change Their Behavior In order to be successful, they will need effective and consistent support. Consistent Effective ©2018 Futuro Solido USA

¿Questions? 668 Cook Street Denver, CO 80206 (303) 837-8224 www.futurosolidousa.com melissab@futurosolidousa.com ©2018 Futuro Solido USA