3. Building trust and understanding with migrant workers
How to help build trust?
The following is advice from experienced reps and caseworkers on what to do when approached by a migrant worker:
Be empathetic
Empathy is essential. Show warmth and patience. Let people speak without rushing them. Don’ t assume the issue they bring is the whole story.
Listen carefully
Take time to hear what’ s not being said. Ask open questions. Many workers don’ t lead with the full story because of shame, trauma or fear.
“ The issue is only the surface. You have to listen properly to understand what’ s really going on.” – UNISON caseworker
Be consistent and available
Follow up on what you promise. Be reachable – ideally by phone or in person. Workers in isolated roles may find digital tools inaccessible or unfamiliar.
Use clear and simple language
Avoid union jargon. Explain procedures and options plainly. Use interpreters or community support if needed.
Protect confidentiality
Set clear boundaries about what will be shared, and stick to them. Confidentiality is a foundation of trust.
Show solidarity through presence
Your consistent presence in the workplace – or in communities – is part of building trust. Trust is not given; it’ s earned over time.
Respect cultural norms
Be sensitive to cultural differences in communication, hierarchy and trust. Avoid assumptions and stereotypes.
“ If you show up and listen – really listen – people will open up. That’ s how we start organising.” – UNISON rep
20 LRD • Supporting migrant workers