Workplace English Language and Literacy Builds Efficiency. There has to be a way for industry to improve the speed and impact of training for employees of cultural and linguistically-diverse backgrounds as well as for employees with low literacy skills. Read Full Article

Workplace English Language and Literacy Builds Efficiency. There has to be a way for industry to improve the speed and impact of training for employees of cultural and linguistically-diverse backgrounds as well as for employees with low literacy skills.

The Workplace English Language and Literacy (WELL) program is Commonwealth Government-funded and enables industry to meet these needs. It is flexible and responsive to a wide variety of learning needs in industry. Good communication enables effective processes and procedures to improve in such areas as quality, safety and on-the-job training. It provides an infrastructure for team, preventative maintenance and capacity building.

Adult Multicultural Education Services (AMES) is now Australia's largest provider of specialist, multicultural language and employment services. AMES is a not-for-profit organisation, enacted by legislation in the Victorian Parliament.

The experience of one medium-sized manufacturing company demonstrates the link between talking right and acting right. AMES' initial brief was to address the lack of clear, cooperative communication between Production and Lab employees. This was of critical importance in resolving issues about specifications and sampling. The training was done in large groups of leading hands and supervisors from both sections. Over six months, techniques in conflict resolution, negotiation and problem solving were developed. The groups then worked as a team to address Occupational Health & Safety (OH&S) issues resulting in two written reports for the OH&S committee.

WELL at work

Anecdotal reports from senior managers noted that response times to sampling problems and out of spec materials improved by approximately 50 per cent. There was also an improved attitude in the sections and less raucous, disruptive communication about issues.

The following year, the training focused on establishing improved training for casuals and on-going staff. Participants in the original training continued and worked together to develop enterprise-specific employment levels and assessment tools.

As the supervisors and leading hands have maintained good communicative practices over the last two years, the company has now implemented a frontline manager training program. This will bring the supervisors and leading hands into a support role for maintaining the company's ISO status.

In other companies, including automotive and tyre manufacturing, WELL programs have focused on improving the accuracy and timeliness of quality, safety and maintenance items. Secondary benefits have included improved attitudes among participants, better understanding between supervisors and operators, some improved attendance and better relationships on the floor.

Good communications skills are the foundations for all work improvements. Therefore, report writing of all types, the use of computers, reading quality documents and negotiating quality systems fall within the range of a WELL application.

Practicalities of the WELL program

In the first year, the Commonwealth will subsidise training to 75 per cent of the total cost. Programs can run from six to 12 months. Trainers can be on-site from one to five days, depending on the complexity of the program. In general, the site needs to have 15 or more participants in a program. Such a program might run for one day or for one year.

When the company identifies a training need, it can contact a Registered Training Organisation (RTO) to partner it in preparing a proposal. The company and the RTO sign the proposal and it is sent to the WELL regional office. The WELL office usually responds within six weeks.

WELL is interested in the outcomes achieved for the company and for the participants in the courses. These outcomes might be:

* Increased participation in meetings
* Complete formatted reports
* Participate in quality improvement groups
* Respond appropriately to customer enquiries.

The outcomes that participants often report from such training are:

* Better understanding of other people's roles and responsibilities
* Better understanding of the product they are working on
* Feelings of belonging to the company
* Improvements in relationships with people on the shop floor
* Improvements in oral and written English.

For further information, please telephone Adult Multicultural Education Services (AMES Consulting) on (03) 9926 4699.