"If I joined the team, I would talk to my coworkers to learn who speaks other languages, that way, I could know ahead of time who may be appropriate to assist in this situation. If a customer came in whom I was struggling to communicate with, I would first greet them with a warm smile and be patient as I focused to try and understand them. If there were no way we could communicate verbally, I would consider pointing to things or drawing/writing to see if that would help. If that failed and none of my coworkers were nearby, I would see if I could download a translation app to assist."

"I know that Maori and English are primary languages in the area, so I have actually used an app on my phone to learn basic phrases and questions to help me prepare for this situation. If a customer came to my window and I was having trouble communicating, I would smile and reassure the customer with positive body language, showing them, I want to serve them and that we will find a way. I would try to phrase my questions in a basic manner and would speak slowly to give them time to process what I was saying. I would use props or drawings where possible, for example, if I needed their ID, I might show them my badge or my own ID to see if that would help them understand what I was asking. I would ask a coworker to assist as well, so that perhaps between the two of us, we would be able to provide the customer with the service they need."