A unique intercultural situation arises in the context of an appointment at a government agency. In communication between the client* and the government official, both assume different roles. These roles can be shaped by an asymmetrical power dynamic:
The government official possesses expert knowledge and decision-making authority. The client, on the other hand, is a layperson. They are often unfamiliar with the specific procedures and regulations and are dependent on the official’s decision. A decision can be of great importance to them. In some cases, this even leads to the client’s communication being accompanied by uncertainty or even fear. As a result, those affected sometimes remain speechless or react differently than the government official expects. A lack of language skills can also be a barrier. This can be exacerbated by legal terminology and other technical jargon. The knowledge and expertise of government officials and the client differ. While the client is familiar with his or her own case, the government official possesses specialized knowledge. Officials are familiar with the laws and procedures, as well as their own discretion. The client, on the other hand, is confronted with technical terms and the written format of the documents.
This power imbalance, along with “bureaucratic language,” can pose specific challenges for clients, particularly for non-native German speakers. These factors make it difficult to convey important information and increase the likelihood of misunderstandings.
How can agency staff address these challenges and break down barriers?
During conversations, technical terms can be avoided or explained. In addition, gestures and facial expressions can be used consciously when interacting directly with the client. At the same time, it is helpful to pay attention to these cues in the person you are speaking with. They often reveal whether the recipient has understood the content of the conversation. If there is any uncertainty as to whether this is the case, the content can be repeated or a question can be asked to confirm understanding. In addition, there are resources that can support the conversation with visual aids.
On the “Plain Language” page, we present various publications that show you different ways to adapt language so that it is easier for the speaker to understand.
People from different countries of origin have had varying experiences with government agencies. Arbitrary treatment, threats, and bribery may also be part of their experiences. Being aware of this can help prevent misunderstandings during interactions. Clients may not be familiar with the legal regulations and procedures of the government agency. This can make communication more difficult. By explaining their procedures to clients, government agency staff can avoid misunderstandings and disagreements.
What Makes for Successful Communication?
Government agency staff and clients have different goals. The agency staff member aims to provide a service as efficiently as possible in accordance with applicable regulations and laws. Clients have a specific request. Achieving this can be a source of enormous pressure for them. Their future may depend on the fulfillment of this request.
Both staff members and clients want to achieve their specific goals. However, not every request can be granted. Successful communication can still be ensured if both parties treat each other with respect, friendliness, and understanding. It is important for clients to be given sufficient time to present their concerns and explain their situation. Non-native German speakers may sometimes feel hesitant due to language barriers. To learn how staff can help clients overcome these hesitations, visit our page on “migration-sensitive counseling.” At the same time, government employees expect clients to show understanding for their work and to adhere to appointments and instructions (e.g., bringing specific documents, providing necessary information). Therefore, it is essential that both sides be accommodating toward one another and take the necessary time to address the matter at hand. This can reduce the overall workload and minimize stress.
Measures to improve communication also contribute to an institution’s “intercultural openness.” These include providing interpreters, ensuring that agency staff are multilingual, and making informational materials available in multiple languages. These measures are also part of diversity management.
*In some institutions, such as the Jobcenter and the Agency for Employment, the term “customer” (Kunde or Kundin), which is commonly used in the business sector, is typically used to refer to clients.