Caroline Walmsley: Supporting your expat workers

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Caroline Walmsley: Supporting your expat workers

Living abroad can come with a mixed bag of emotions. It’s exciting, full of adventure and new discoveries.

But it’s important to recognise that living in another country can also be a nerve-wracking experience. There are challenges to overcome and, in some cases, fears to be faced. Some prove only to be fleeting, but others may take your team a little more time and resilience to weather.

So for HR departments managing employees internationally, it’s vital they understand the nuances of what employees working abroad may be facing.

There are, of course, challenges that are country-specific, such as coping with extreme temperatures or deciphering different alphabets, which whilst can be prepared for, ultimately are up to the individual to adapt to. But there are others that are much more common, and which you should make yourself aware of before a member of your team embarks on an international assignment.

Picking up the language

We spoke to 500 expats and heard that nearly a third (30 per cent) found picking up a foreign language to be the most challenging aspect of moving abroad. It’s true that not being able to communicate as clearly or confidently as you’d like can make even the most menial tasks, such as picking up a parcel from a neighbour or visiting a shop, a daunting experience. It’s not just the logistics of daily life that can become a struggle for those working abroad, though. Communication failures can also make it difficult to integrate socially, with aspects such as humour not always translating easily from one language to another. Whilst company culture could be uniform no matter where an employee works, and there may be one ‘common’ language (such as English), it doesn’t always mean one employee can fit seamlessly into a new environment.

As their contact in HR you can encourage assignees to stay curious, be open about their struggles and to get involved as much as they can. Language skills come with time and practise, but if they’re really having difficulties and weren’t able to take language classes before their assignment started, why not suggest they find one locally? This can also be a great way to meet people who might be facing the same struggles, helping to build up a support network.

Family matters

It’s common for expats to miss home, with two-fifths (40 per cent) of those we spoke to reporting that being away from friends and family was the most difficult part of moving abroad. Leaving relatives behind can be especially difficult in countries where a significant time difference makes it difficult to keep in touch. But with the rise of social media and services such as video calls it’s becoming easier than ever to stay in touch on a day-to-day basis, wherever friends and family may be. However, could employees take advantage of flexible working policies in order to catch up with their loved ones? Encouraging family contact instead of jeopardising it will ultimately engage the employee more, keeping them motivated and helping them settle into their new role and location.

A common worry is that if something happens to a loved one, particularly an elderly relative or dependent, an assignee wouldn’t be able to get to them quickly. Working closely with the employee and the local HR representative to placate these fears can help provide reassurance. Some companies will offer flights home as a benefit for international assignees, so use details such as this to comfort an assignee if they are worried about being away from family.

Finally, it’s worth urging expats who are struggling with homesickness to immerse themselves as much as possible into their adventures overseas. Maybe there are other expat employees they could get in contact with, expat clubs or forums they could join or new sports they could take up. If they can create a fulfilling and happy life abroad, they are more likely to stop missing home as much.

A square peg…

Struggling to fit in is a concern that expats are most likely to grapple with before they actually take the plunge and embark on their new life overseas. Fortunately, it’s one that doesn’t end up ringing true in many cases. Nearly two-fifths (37 per cent) of the expats that we spoke to said they integrated easily with other families, and just 15 per cent said that it took longer than expected to integrate.

However, there is an element of due diligence. In countries where there are significant cultural differences, such as religious beliefs and traditions, HR needs to work with expats to make sure they’re aware of the local laws and customs before moving. The success of an international assignment often depends on how well the expat settles into their new environment, so it’s vital they feel well prepared when they arrive. There’s also the issue of suitability. Whilst many employees might jump at the chance to work abroad, it’s worth reminding them the extent to which their lives may be affected – would their partner have the same lifestyle they do where they currently live, for example? Providing this ‘pre-immersion’ experience could help identify any possible red flags in advance and prevent a potentially unsuccessful assignment.

Getting around

It can be disorientating to be in a place that you aren’t familiar with. While these concerns are understandable, it’s important not to let them hold your assignee back. Could a buddy system be introduced to help with familiarisation, helping them quickly get to grips with possible barriers, such as local public transport facilities? With a helping hand they’ll soon start to feel right at home.

It’s true that the expat lifestyle comes with its challenges, but with perseverance and an open mind, there’s no reason they should define an assignee’s time abroad. My advice is to not dwell when things get tough. Encourage your expat colleagues to take risks, engross themselves in the culture and customs of their new home and try not to let their worries hold them back. Remind them that their time abroad may only be temporary, so they should live it to the full and address any problems if, rather than when, they come.

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About Caroline Walmsley

Caroline is the Global Head of Human Resources at AXA’s global healthcare business, a managing general agent dedicated to supporting the healthcare needs of globally mobile citizens.

Caroline is responsible for the people strategy across the whole Global Healthcare business, including Singapore, Hong Kong, Dubai and the UK. Though working closely with local AXA teams, she ensures all talent management, development programmes and initiatives are aligned to support the business with its strategic objectives.

Since leaving university where she qualified as a nurse, Caroline then moved into human resources. Achieving a Master’s degree in Human Resource Management, she continued to work within the healthcare industry at Eli Lilly and the NHS before joining Fujitsu as a HR Business Partner in 2007.

Caroline joined the HR team at AXA PPP healthcare in 2014 she worked across the UK and International businesses before transferring to AXA – Global Healthcare in 2017.

Caroline lives in Kent with her husband and son.

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