Public services
The police and security services, emergency services and health services all make use of languages skills to ease communication with the many people they deal with. Having someone on hand who can speak directly to members of the public, whether witnesses, victims, patients or suspected criminals can make all the difference.
Employers who draw on language skills can not only improve service to customers but also increase staff morale and motivation. A study at Heathrow airport showed how identifying and putting to use the languages spoken by staff could be hugely beneficial in tackling the dual challenge of a multicultural workforce serving a multicultural clientele – and also improve relations with the local community.
Assistant research coordinator
Customer services officer - London Borough of Newham
Director - Foreign & Commonwealth Office