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The Relevance of Linguistic Diversity Policies to Actual Language Practices on the Work Floor: a Case Study in Rabobank

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The Relevance of Linguistic Diversity Policies to Actual Language Practices on the Work Floor: a Case Study in Rabobank The relevance of linguistic diversity policies to actual language practices on the work floor: A case study in Rabobank by Melike Meder-Kara A Master thesis submitted in partial fulfilment of the requirements for the degree of Master of Arts - Management of Cultural Diversity at Tilburg University, School of Humanities August 15, 2017 Background Information Details of the Student: Name: Melike Meder-Kara ANR: 594940 Telephone: Email: Name of the Supervisors: Prof. Dr. Kutlay Yagmur Prof. Dr. Herman L. Beck Title of the Master Thesis Circle: Investigating language policy of commercial organizations Title of the Thesis: The relevance of linguistic diversity policies to actual language practices on work floor: A case study in Rabobank Group 1 Acknowledgements First of all, I would like to express my deepest gratitude for my first supervisor, Kutlay Yagmur, who used every means available in order to help me in realizing this research project. Thanks to his valuable inputs and clear guidance along the way, I am now able to celebrate an important milestone of my life. I also would like to thank my second supervisor Herman L. Beck who played an important role in shaping my thesis. Furthermore, I would like to thank Ugur Pekdemir and Roeli Pot for their cooperation and Rabobank for accepting to host my research. Lastly, I would like to thank my husband, Baris, and my family and friends who always encourage me in my endeavours. I wish you an inspiring reading. Melike Meder-Kara 2 Table of Contents Abstract...................................................................................................................................... 5 1. Introduction ............................................................................................................................ 6 1.1. Overview ......................................................................................................................... 6 1.2. Rationale ......................................................................................................................... 6 2. Theoretical Background ........................................................................................................10 2.1. Overview ........................................................................................................................10 2.1.1. Language Policy and Planning (LPP) & Language Management Theory (LMT) .......10 2.2. Macro Level ....................................................................................................................12 2.2.1. Language policy & planning in European context .....................................................12 2.2.2. Language policy & planning in Dutch context ...........................................................13 2.3. Meso Level .....................................................................................................................14 2.3.1. Approaches to linguistic diversity management in MNCs .........................................15 2.4. Micro Level .....................................................................................................................17 3. Methodological Framework ...................................................................................................19 3.1. Overview ........................................................................................................................19 3.2. Research Design ............................................................................................................19 3.3. Sample Strategy .............................................................................................................19 3.4. Data Collection ...............................................................................................................21 3.5. Data Analysis .................................................................................................................23 3.6. Research Quality Indicators ............................................................................................23 4. Contextualization of the Research .........................................................................................25 4.1. The Rabobank Group .....................................................................................................25 4.2. The Organizational Structure of the Rabobank ...............................................................25 4.3. Diversity at the Rabobank ...............................................................................................26 4.4. Organizational Policies Regarding Linguistic Diversity ....................................................27 5. Results ..................................................................................................................................28 5.1. Organizational Perspective on (Linguistic) Diversity .......................................................28 5.1.1. Organizational attitude towards (linguistic) diversity .................................................28 5.1.2. Change in the organizational attitude .......................................................................29 5.1.3. Concrete steps towards (linguistic) diversity .............................................................30 5.1.4. Organizational awareness of linguistic diversity .......................................................31 5.1.5. Opportunities for language learning..........................................................................32 3 5.1.6. Management practices regarding linguistic diversity .................................................32 5.1.6.1. Recruitment process .............................................................................................33 5.1.6.2. The use of translators ............................................................................................34 5.2. Employee Perspective on Linguistic Diversity .................................................................34 5.2.1. Individual views on the importance of and need for (linguistic) diversity ...................34 5.2.2. Awareness of and attitude towards (linguistic) diversity policies ...............................36 5.3. Language Practices ........................................................................................................36 5.3.1. Corporate language(s) .............................................................................................37 5.3.2. The role of English ...................................................................................................38 5.3.3. Language practices of employees ............................................................................38 5.3.3.1. Work-related context .............................................................................................39 5.3.3.2. Social context ........................................................................................................40 5.3.3.3. Influential factors on language practices of employees ..........................................41 6. Conclusions and Discussion .................................................................................................43 6.1. Case Study Conclusions .................................................................................................43 6.2. Discussion ......................................................................................................................45 6.3. Limitations of the Research and Directions for Future Research ....................................48 6.4. Practical Implications and Recommendations for the Organization .................................49 7. References ...........................................................................................................................51 8. Appendix ...............................................................................................................................61 I. Overview of the Interviewees ..............................................................................................61 II. Overview of the Coding Process ........................................................................................62 III. Interview Guideline ...........................................................................................................71 4 Abstract Since the majority of earlier cultural diversity management studies overlooked the linguistic diversity factor in multinational commercial companies, this research aims at revealing the relevance of linguistic diversity policies in a commercial company with the actual practices in the work floor. Both the macro level (European & national) policies and meso level (organizational) policies are explored and evaluated in order to gain a relevant insight into de facto language practices in micro (individual) level in a multinational company (MNC). The research is conducted as a form of case study in Rabobank Group, in The Netherlands. In line with the qualitative approach, along with the relevant documents from the company, the required data is collected with incidental observations and semi-structured interviews. This study contributes to existing research by suggesting that the linguistic diversity in European businesses is inevitable and invaluable in expanding both the range of activities and services, and inclusiveness of European companies. Keywords: Linguistic diversity management, business multilingualism, multinational companies, language management, language policies
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