Managing the less literate
When the US unemployment rate posted record lows in 1999 (remember the dot.com boom?), Workforce magazine (print version) asked this provocative question, "Who's left in the labor pool?" And as the magazine pointed out, it was time to quit waiting for the right person to turn up, and time to find people who want to work, want to be trained, and can be trained. In this article we'll explore some of the communication issues involved in recruiting and hiring less qualified applicants. In doing so we focus on a common characteristic of people in this category: poor reading ability. Recruiting From the start, we should expect these candidates to bring poor reading skills to the table. Whatever the reason, they will not have the speed or comprehension of candidates who were hired when labor markets were slack. That means writing recruiting ads in the simplest language possible, to ensure you don't lose good candidates because they can't read the job listings. Of course, you also want to consider where you place help wanted ads, and if you should be using written ads at all. It also suggests you look beyond the words on the application form or resume, to try to identify the real potential, which may be hidden behind spelling mistakes and bad grammar. After making the first cut, you'll probably want to use face-to-face or phone interviews, rather than asking for written responses of any kind. The new hire If your new hire can't read well, orientation takes on greater than usual importance. Obviously you can't just hand the new employee a company policy manual and assume it will be read. Nor can you assume he or she will read memos on the bulletin board. Take special care if there are workplace safety issues. Verbally explain all the hazards and responses. For example, talk with the new hire about using the fire extinguisher properly; don't depend on the labels. The same goes for finding exits in case of a fire or other emergency. Once your new employee qualifies for group insurance have your benefits administrator discuss the coverage. Even for the those of us who read well, benefits manuals and forms can be a nightmare. Imagine what it must be like for someone who has trouble reading. On the job Western society is heavily biased in favor of readers. And yet we know intelligence means much more than just the ability to read. In fact, it might be argued that the illiterate require some special intelligence simply to navigate this world. Perhaps someone has already tested this, but I'm curious about the comparative telephone abilities of people who don't read well. In a customer service role, for example, do they listen well, are they less likely to use jargon, can they explain ideas more effectively? In general, though, dealing with the less qualified or under-qualified means assuming much less than we usually do. We can't assume that the message gets through when we write memos or pass along written instructions. A whole way of managing has to be examined and changed to suit the consumers of our communication. Application: If the average level of spelling and grammar on application forms and resumes makes you cringe these days, you should assume you'll be hiring people with poor reading skills. That should influence the way you recruit, and the way you train, with less emphasis on written words and more emphasis on spoken words. Next, go to the workplace communication page, or visit our home page Communication Skills . Contact informationRobert F. Abbott
Managing the Less Literate, Copyright Robert F. Abbott 2009 |