Multilingualism in the Workplace – Part 2, Managing Multiple Languages to Benefit an Organization
When employees use multiple languages to communicate, it is generally referred to as multilingualism in the workplace, and it becomes a problem when it is used to exclude co-workers and customers.
Vincent and Harriet told their story of how two sales associates tried to sell them two slightly damaged laptops and used a single serial number to fool a computer store.
When they expressed interest in purchasing two new laptops, the sales associates immediately switched their conversation to their ethnic language before making the transaction. Not suspecting that they had conspired using their ethnic language, on the way home they reflected on the strange behavior of the sales associates. Reviewing the purchase receipts and the computers, they found that the computers were slightly damaged and that the same serial number was used on both of their purchase receipts. They quickly returned the computers to the store and complained to the store manager, who caught the fraud. This is just one example of where the use of other languages in the workplace could be used to the detriment of customers and an organization.
Despite some of these negative stories, having employees with different languages in the workplace could be a competitive advantage.
Perspectives on multilingualism in the workplace
Due to changes in the demographics of countries and the diversity of the workforce, there is a need to provide models of acceptable practices for the use of multiple languages in the workplace. The problems associated with multilingualism in the multicultural workplace are enough to erode the gains of diversity in a competitive global marketplace. Culturally diverse employees without rules or standards to ensure the proper use of languages have posed challenges for HR professionals as they justify the use of restrictions and avoid charges of discrimination. The above is just a brief introduction to the complicated issues of language-based rules that some employers impose on employees of various national origins.
Most national legislation prohibits linguistic discrimination based on national origin and it is by virtue of this that most laws addressing monolingual or single language rules in the workplace are considered. In the United States, unlike Canada, there have been various legal challenges to the use of language standards and policies in the workplace. Courts in some of these jurisdictions have provided precedents on the application of language rules. Some judicial decisions point to the correct application of language rules when labor obligations are closely related to the use of the language. Legal experts have argued that enforcing language rules at all times in the workplace makes employment conditions onerous and can create an “atmosphere of inferiority, isolation and intimidation based on national origin that could result in a discriminatory work environment. Language restrictions have also been maintained when the use of the single language is intended to harmonize employee relations within the work unit.
In Canada, English and French are the (only) two official languages, and both have significant implications for business. Given the official status of both languages, bilingualism in Canada confers job placement advantages on employees. Multilingualism in Canada is often seen as a completely different topic. Employees in Canada are not restricted from using their ethnic languages when communicating in social settings with people who understand them. Problems arise in employment relationships when languages are used inappropriately in the workplace.
Our research has not uncovered any significant Canadian literature on practices adopted by organizations to reduce inappropriate language use in the workplace. There is some developing practice to institute policies around the use of languages in the workplace more as a guide for employees. That this is the case does not mean that there are no problems associated with multilingualism in Canadian workplaces.
The following is a statement from an article that addressed issues associated with multilingualism in the workplace:
“The use of language helps develop social bondssays Cristina Rodríguez, associate professor of law at New York University School of Law and author of the article Language Diversity in the Workplace. Published in a 2006 issue of the Northwestern University Law Review. She says, “English-only rules can hinder the development of relationships with co-workers, the relationship between the workplace and the community in which it is located, and even the ability of language communities to sustain their existence.”
Some HR professionals recommend the following when it becomes imperative to institute a working language rule:
“English-only policies remain a risky proposition, and employers should consider them only if they can be justified by a demonstrable, legitimate business need. Even where business necessity warrants an English-only rule, employers must strictly apply and enforce it so as not to overburden bilingual employees or risk creating a hostile work environment.”– HR Magazine, April 2006 SHRM
Look for Part 3 which provides solutions for managing employees with multiple languages and leveraging them to the benefit of your organization.