Practical tips for work communities to support language training

The units of the City of Espoo provide language training positions in a wide range of working environments. However, we don’t have enough language training placements for everyone. We therefore encourage all kinds of workplaces and work communities to accept language trainees! In this article, we have collected tips from two work communities for workplaces that might be considering language traineeships. Marja Peltonen, Service Manager at Espoo Info, and Service Advisor Saara Marouf shared their thoughts on Espoo's customer service. We also interviewed Arja Filpus, a Service Manager from Immigrant Guidance and Advisory Services.

Saara: We mainly had positive assumptions. We were excited about getting our first language trainee. Of course, I was a little nervous, because we hadn’t had language trainees at the Espoo Info in Matinkylä before. Beforehand, we had considered if the language trainee would have sufficient Finnish skills to keep up with an actual customer situation and if we would be able to provide a useful traineeship for them.

What surprised me most was how good their language skills were. Their strong interest in our work and motivation to learn new things also impressed us greatly. They were a lot more proactive than we thought they’d be.

Marja: My initial thoughts, or perhaps fear, was that not having a common language would make training difficult. However, this fear melted away as soon as we met them.

Saara: At Espoo Info, the language trainees’ days largely consist of observing and participating in customer situations. We have them do digital guidance, among other things. Routine tasks, such as opening the service point and sorting the mail, are also well suited to language trainees. We have also taught them to handle cash and count the till. In addition, they got to join us when we head out to provide customer service at different locations. Together, we have been to Aalto University to talk about Espoo Info to freshmen, for example.

It is important to not give responsibilities to the trainee that belong to us employees. We perform our tasks while talking about them. After all, the idea is that the language trainee gets to know our field of work extensively. The tasks that suit a language trainee depend on the person's competence and interests. However, it is good idea to keep the focus on language learning, that is, on tasks where they can hear, read and use what they’re learning.

Arja: Trainees learn the kind of language they can use every day with us by observing our customer work. At Hello Espoo info, the language trainees work alongside employees as a pair. These are situations where a customer comes to us and we start by figuring out their service needs and expertise. In these ‘initial interviews,’ language trainees get to learn what kinds of questions customers want us to answer and how professionals guide them. Every team member supports and encourages the trainee in using Finnish.

In addition to basic customer service work, language trainees have been included in events. Often, these events are useful for trainees in ways other than just language learning.

Marja: We have a dedicated orientation path for language trainees, which follows the general trainee path in Espoo. It lays down the stages and responsibilities of language practice. The supervisor is involved at the start and end of the traineeship, but otherwise one employee acts as the responsible mentor for the trainee, with the support of other team members.

The supervisor generally tells new personnel about the city organisation and the work that the unit performs. The mentor introduces the trainee to the work community and tasks. The safety officer explains the matters related to safety. For example, they carefully explain the confidentiality and non-disclosure obligations. We also give them the agreement in English, as it is important to ensure that the language trainee has understood what confidentiality means.

Saara: In our team, everyone mostly helps everyone, which is also the case with language trainees. The mentor ensures that the trainee knows the schedule and what is going on and shares the greatest responsibility for the orientation with the supervisor.

Arja: We tend to invite the people who apply for language training to an interview. One team member is given the responsibility of managing the language traineeships. They are also the person who responds to language training inquiries and arranges the interview schedule. The supervisor and the person in charge interview prospective language trainees together, while also providing more information about the workplace.

When the language training begins, the mentor teaches the trainee about general matters, such as workplace practices, the flow of the work week, how to report absences, as well as working hours and main tasks. However, it is the supervisor who is in charge of the language trainees. During customer service, the employee present at the time is responsible for guiding the language trainees.

Marja: In a shorter three-week traineeship, the main challenge has been coming up with sufficiently varied tasks for a language trainee. As an example, we don’t order various user accounts for language trainees. However, it has helped this process to keep in mind that the language trainee is not meant to learn to work independently. What’s most important is to learn the language.

At best, the work community can gain a lot from a language traineeship. Language traineeships can give you perspective on your own work and life.

Arja: It’s happened to us a few times that a person interested in language training has turned out to be our customer. Or that they have been a frequent user of our services in the past. Having an existing, close customer relationship may not necessarily be a good starting point for language training. We have been able to avoid these situations by interviewing candidates in advance.

Saara: Having language trainees has really injected a burst of joy to our work community and our working days! It's great to get to know new people. Language trainees are also genuinely helpful with various tasks, such as digital support.

Since getting to know what it’s like to work in Finland in general is a valuable experience for them, it is great to have a hand in providing these experiences. They have thanked us for teaching them about Finnish customer service culture during their traineeships, for example.

Marja: What benefits a language trainee most is working with people, far more than practising tasks. The idea is for them to also learn about Finnish work culture and people, which encourages a relaxed environment. You should also feel free to ask the language trainee all kinds of questions. You can use support words during orientation and communication, and explain difficult terms in English if necessary.

Saara: I recommend talking to the language trainee as much as possible. It is a good idea to speak clearly in regular spoken language. We have received a lot of positive feedback about this, that we have helped them learn words and phrases that they aren’t taught in school. It is worth it to keep an open mind and get to know the language trainee.

Arja: Involve the whole team, including the trainees, in joint activities and different discussions throughout the working day. It's good to remember that you could end up working with one of your language trainees some day.

If a language trainee wants to, they could collect unfamiliar words or phrases they have heard in a notebook. They can then review them with the mentor or other colleagues when it’s convenient.

Marja: Encourage the team to mentor your language trainees. After all, this is an important integration measure. As a public actor and the implementers of the Espoo story, we have an obligation to support our residents to integrate. Your own attitude makes a big difference.

When selecting your language trainee, you should carefully figure out how suitable they are for traineeship in advance. It is good practice to consider whether the trainee is a good fit for your team. Clarity is important in written communication, but you should still prefer to use Finnish or Swedish instead of English.

Arja: Boldly encourage the team. A real environment is the best place to learn the language and what working in Finland is like. Put aside small moments for chats (as you would for employees) and casually talk about languages. You or your work community do not need to memorise grammar or be language teachers.

Also check out Downy's experience of language traineeship at Espoo Info in Leppävaara.