European Centre for Modern Languages

Communicating with migrants - 
Guide for staff in job centres and public services


Communication is key to the effective delivery of public services, but it can be challenging for many reasons. Where clients have limited spoken and/or written skills in the majority language and different cultural perspectives, these challenges are all intensified.
Fortunately, there are concrete things you can do to address these challenges. This leaflet offers strategies and practical tips for managers to help staff support clients with limited language skills. And it offers help for all staff to reflect on communication styles used in today’s increasingly culturally and linguistically diverse working context.

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