Efforts to improve workplace foundation skills ‘are worth it’

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Low levels of literacy and numeracy in the workplace continue to significantly impact employers, but efforts to improve these foundation skills can result in a dramatic uplift in productivity, education experts said at an Ai Group webinar last week.

The online event, which supported the release of the Ai Group Centre for Education and Training (Ai Group CET) report, Counting the cost: Addressing the impacts of low levels of literacy and numeracy in the workplace,showed 88 per cent of employers surveyed are impacted by this issue.

"Low levels of literacy, numeracy and also digital skills have a marked impact on both business productivity and social inclusion," Ai Group CET Executive Director Caroline Smith said.

"However, there are significant productivity benefits if we turn it around; a challenge is also an opportunity.

"Ai Group welcomes the Federal Government's policy focus on foundation skills, including the expansion of programs such as Skills for Education and Employment (SEE), now available to all Australians, in or out of work."

To explore industry initiatives, Dr Smith spoke to panellists:

▪ Kieron Nicholls, Head of People Services, Hilton Foods Asia Pacific;

▪ Kathrin Colgan, Head of Centre, Holmesglen English Language Centreand

▪ Deb Richardson, Industry Innovation Specialist - Foundation and Language Skills, TAFE NSW.

Onsite lessons

Hilton Foods Asia Pacific offers onsite English lessons to support employees at its factories in Truganina, Victoria; Bunbury, WA and Heathwood, Qld.

"Our factories are in low socioeconomic areas and attract migrants and backpackers," Mr Nicholls said.

"On top of that, we're finding the school system has failed the locals; they can speak English fluently but struggle to read or sign off on documents.

"It's a huge challenge for us, given the food industry is highly regulated, and we're audited regularly.

"We need people who can read and write English and communicate using English, as well.

"They need to understand the standards we set across the sites and read documents proficiently. They need to sign off on batches of food leaving the factory so if there is a recall, we know exactly which batches have been affected."

The lessons have been hugely successful, Mr Nicholls said.

"People are keen to learn and continue learning," he said.

"Once they start, they get that appetite to keep going. Everyone wants to develop and keep on growing. It's all about building confidence.

"The benefits of completing classes extend beyond the workplace; it improves their whole lives.

"They're better able to partake in community life and communicate with family members whose English proficiency may be higher."

Hilton's English programs are run by Wyndham CECand workers are paid overtime to take part.

"We've run the courses over the past 12 months in Bunbury and Truganinaand more recently at Heathwood, and they've had a dramatic effect in the way people are coming to work," Mr Nicholls said.

"Engagement levels have increased and there is a lot more communication as confidence in using English rises.

"It's engendering the confidence to actually speak and have a go."

Champion your champions

"It's not just education that can assist your workforce; try also to identify and cultivate workplace champions," fellow panellist Deb Richardson said.

"If spoken English is your issue, champions those in the workplace who speak English well, so they can assist others.

"Embrace practices like using plain English and not being so reliant on the written word - or support the written word with face-to-face communication or video technology with subtitles.

"It's widely accepted that workplace learning is a quicker way to reinforce what is familiar and being able to apply it to a task level.

"It's not necessarily a case of can't read or write; it's about recognising varying levels.

"However, being able to tailor a program within the workplace that matches the task and suits different levels of ability is a challenge. Yet being able to support those sorts of learning opportunities is key."

Change starts at the top

Consider how you communicate with staff.

"Look at your whole communications process and think about how effective it is and what blocks might be getting in the way," Ms Colgan said.

"Are you using plain language? Do your signs and memos have to be written?

"Rather than sending a text-heavy email that's difficult to understand, consider using pictures and simple diagrams.

"If you're finding emails are not correctly written or forms aren't filled in properly, can you use standard templates?

"These steps can help staff learn as they go.

"If staff see the employer is keen to support learning development, they will be more willing to be open about what their struggles are and take on training as it comes up.

"It all contributes to a great culture of improvement and openness."

Awareness and recognition

Awareness and recognition of gaps in foundation skills are needed by both employers and employees.

"Often people don't recognise they've got a problem with literacy, numeracy or digital skills," Ms Richardson said.

"They might be coping OK with their work, but if you start changing processes or talking about compliance and regulations, the level of reading and writing required increases.

"It's important to bridge that gap and make supervisors aware that these issues do exist and that it's a genuine problem in your workforce.

"Once you recognise the problem, you can start developing solutions together."

Assessment is not a bad word

Hilton assesses new employees on their levels of language, literacy and numeracy.

"There's no pass or fail; it's a development opportunity," Mr Nicholls said.

"We're looking out for people and trying to be community minded by helping workers identify their language weak spots.

"There's a lot of embarrassment around being able to speak English but not being able to read it."

Ms Richardson said there were many reasons why Australian-born adults had literacy and numeracy gaps.

"It can be illness or maybe they moved around a lot as children," she said.

"There can be family disadvantages. It's not a case of being illiterate. Very few people are illiterate; they just have gaps in skills, and these can be learnt.

"So, when we're talking about lifting Australia's capability as a workforce, it's not that difficult to support workers who don't have the right levels.

"They already have industry knowledge to lift themselves up, so they are able to perform at a higher level."

The introduction of English programs at Hilton has been a learning journey for all.

"When we first started, we didn't realise people would have different levels of capability," Mr Nicholls said.

"It sounds silly now, but back then, we just wanted people to learn."

Now Hilton uses an external company to determine levels of capability.

"It's a process we constantly strive to improve upon. We're learning all the time."

Supporting First Nations workers

First Nations workers are beset by historical educational disadvantage, Ms Richardson said.

"Aboriginal people have an oral culture, and there's a strong link between the oral and auditory learning pathways.

"This doesn't always translate well into our traditional school pathways based on text and comprehension.

"For many Aboriginal Australians, English is not their first language; it may be their third or fourth language.

"As a country, we've spent a lot of money on programs like the Adult Migrant Education Program (AMEP), but there are very few programs to support our Aboriginal learners in terms of English as a language they can use in the workplace.

"With this understanding, we have different ways of teaching First Nations employees in the workplace.

"We might look at a more holistic base of learning rather than just focus on an assessment-based curriculum.

"A lot of Aboriginal families have to overcome considerable learning gaps to have the same level of education or the same opportunities.

"There is so much historical disadvantage."

Ms Colgan said the pattern - strong speaking skills but low literacy - also existed among other groups of people for whom English is not their first language.

"It's something we can address when we come into your workplace, in terms of assessing levels and contextualising training."

Return on investment

No employer regrets investing in foundation skills, Ms Richardson said.

"I speak to a lot of employers, and many seek a return on investment: 'What are the profits? Where is it going to turn a corner?' they say.

"But anyone who seems to have invested in workplace English programs doesn't regret it.

"They talk about changes, not only to confidence and the ability to communicate and solve problems, but also with increasing compliance.

"There are fewer errors and less wastage, which saves the company money."

Workplace English programs also contribute to employee loyalty.

"Many of the people taking part in these courses have probably been with your organisation for a long time and know your industry well," Ms Colgan said.

"Once they have successfully participated in lessons, it's likely they will not only want to stay with you but move up and become supervisors.

"You're holding on to those skills; there's your return on investment."

The benefits are clear to Hilton.

"Once our workers come through the programs, we're starting to see they're applying for high-level roles that they would not have been able to apply for in the past," Mr Nicholls said.

"As a result, we're starting to set up career paths for people.

"So, the ROI is very much a 'gut-ometer' at the moment.

"If it's all about dollars, we can't prove it, but we're seeing positive changes in our engagement surveys.

"Meanwhile, our (TRIFR) Total Reportable Injury Frequency Rates are going down.

"I wouldn't say it's all to do with our English programs, but it's got a lot more to do with it than what we think."

Outcomes and uptake are greater when employees are allowed to take time off to study, rather than having to do it in their own time, those who attended the webinar heard.

Avoid stigmatising workers

It's important to provide support without stigmatising workers.

"Focus on issues in a group perspective rather than looking at individuals," Ms Colgan said.

"Encourage those workplace mentors to step in and perhaps conduct a group chat or toolbox meeting on a particular topic.

"You can pick up possible issues by what's happening at work. Perhaps forms aren't filled in properly or a number keeps getting missed."

Supportive learning is part of Hilton's workplace culture.

"We've got managers and team leaders on the floor who are talking to their people all the time," Mr Nicholls said.

"They can have open and honest conversations without workers feeling like they are being shamed or told off."

Ms Colgan said employees often felt more open about their needs with an external English language trainer.

"On top of SEE and AMEP, industry can support staff with tailor-made products from TAFEs, RTOs and Local Learning and Employment Networks(LLEN).

"The Reading Writing Hotline, Australian Council of Adult Literacyand Adult Learning Australiaalso have great resources."

The final Ai Group CET webinar for 2024 will be held in December (date TBC) on the topic of Apprenticeships: exploring the evolution of a system that's fundamental to industry's future growth.

Wendy Larter