Modelling workplace communicative competence: evidence from migrant workers in food services

Abstract Previous models of communicative competence in applied linguistics have largely focused on general language proficiency, with few addressing the specific demands of workplace communication. This interview-based study investigated language-related challenges faced by culturally and linguistically diverse (CALD) migrant workers in the food services sector. The participants included 20 migrant workers in Australia and New Zealand and two educators responsible for training future employees. Analysis of the interview data identified two main categories of challenges: those related to language skills and knowledge, and those associated with socio-cultural and interactional competence. Findings also revealed that migrant workers drew fluidly on a wide repertoire of linguistic and non-linguistic strategies to navigate workplace communication. Based on these findings, we propose a model of workplace communicative competence that foregrounds the role of contextual facets in shaping communicative practices and emphasizes the dynamic interplay of key components that enable and sustain communicative effectiveness. This model offers a theoretical foundation for designing more effective pedagogical approaches and resources to better support CALD migrant workers, with practical implications for language training and professional development in the food services sector and beyond.