LANGUAGE POLICY IN MULTILINGUAL WORKPLACES: Management, practices and beliefs in banks in Luxembourg. by Leilarna Elizabeth Kingsley A thesis submitted to Victoria University of Wellington in fulfilment of the requirements for the degree of Doctor of Philosophy in Linguistics Victoria University of Wellington January, 2010 1 Abstract For decades the primary focus of language policy research has been activities by states and their agencies, while language policy activities in workplaces have attracted little attention. Addressing this gap, explicit and implicit dimensions of language policies are investigated in financial institutions operating in the globalised context of international banking in multilingual Luxembourg. Three complementary theoretical frameworks are used to extend language policy research to include not just explicit aspects of language policy (language policy statements), but also implicit aspects (the language practices and beliefs of a community). Spolsky’s (2004) theory is used to identify and analyse three components of language policy (management, practices and beliefs); Language Management Theory (LMT) (Jernudd and Neustupný, 1987) is used to explore one specific component of language policy (management), and Shohamy’s (2006) framework is used to explore the complex interaction between management, practices and beliefs. The data base for the study comprised two phases: the first phase involved interviews with managers in ten Luxembourg banks regarding language policy, followed in the second phase by questionnaires and focus-group discussions with employees from three case study banks regarding language use and beliefs. This empirical data suggests that even in banks where English has been formalised as the working language, multilingual mechanisms (recruitment and language courses) contribute to employees’ practices effectively creating, a top-down multilingual implicit (de facto) policy. The data from international banks in Luxembourg suggests that a flexible approach to 2 language management is useful in workplaces where communication is complex, multi-faceted and dynamic. The bottom-up perspective indicates that employees at international banks use English as a lingua franca (ELF) alongside other languages, negotiating language choice across speech communities and linguistic repertoires, for transactional and relational purposes. These multilingual employees highly value English as the most common language in banks for including and involving all, highlighting its vital role in banks. Because the data provides a strong argument for the consideration of both top down and bottom up perspectives, the results have theoretical significance for our understanding of language policy. Overall, this thesis provides insights into the complex nature of language policy in multilingual workplaces, including the importance of both top- down and bottom-up pressures on language practices, the crucial role of ELF and the relevance of attitudes towards ELF and other languages at local and global levels of management. 3 Acknowledgements Multilingual Luxembourg first sparked my interest whilst lecturing at the University of Trier (Germany) during 2000-2002. Since that time, numerous people have assisted in the development of this research. Although it is impossible to name all, I wish to thank and extend my sincere appreciation to those who have made a significant contribution, making this PhD adventure a thoroughly rewarding one. Firstly, I would like to thank past and present staff and students from the Language in the Workplace Project team and the School of Linguistics and Applied Language Studies at Victoria University, New Zealand (VUW), for their interest in this European research. I have thoroughly appreciated the numerous opportunities for academic discussion and the visits from a long list of international academics. I extend a heartfelt thank you to my supervisors, Janet Holmes and Meredith Marra, for their invaluable support, insight into workplaces, flexibility and accessibility. Thank you also to Bernadette for your generous technological assistance, advice and for proof-reading my final draft. I also thank John Read for his supervision and advice during the initial stages of this research which has kept me in good stead. I would also like to thank others in New Zealand, especially David Tripe at Massey University for his banking expertise and assistance with preparing the data collection tools, the manager of Migrant Banking at an Australian bank, and the German language scholars at VUW who participated in the pilot interview and focus group. I also express my thanks to all those individuals in Trier and Luxembourg who aided in securing access into banks. I am especially grateful for the participation of the Directors, HR managers and employees at numerous 4 banks, who willingly participated in this study and shared their exciting experiences in multilingual workplaces. A number of institutions and individuals in Luxembourg have also made this PhD achievable. I extend my very sincere thanks to the Ministère de la Culture, de l’Enseignement Supérieur et de la Recherche (MCESR-RI), and the Fonds National de la Recherche (FNR) in Luxembourg, for their assistance, without which it would have been impossible to undertake and complete this research in Luxembourg. I wish to also thank Kristine Horner and Jean-Jacques Weber for their academic encouragement, and Claudine Moulin and Wolfgang Kühlwein for backing my initial efforts. Furthermore, I extend my heartfelt thanks to Nina who has since passed away, Horst & family, Paul & Beth, Debbie & Jerry, Hans & Adeline, Dawn & John, Micah & Jessica, Norbert & Viola for their kindness, hospitality, and great generosity during my sojourns in Europe. Finally, I want to thank you my family including Tom for your unending love, encouragement and support over many years and for the uncountable ways in which you have helped and contributed to this PhD. 5 Table of Contents Abbreviations p. 15 Tables p. 15 Figures p. 16 CHAPTER ONE: INTRODUCTION 1.0 Aim p. 19 1.1 Why the Grand Duchy of Luxembourg? p. 19 1.1.1 A microcosm of the EU (p. 22) 1.1.2 An international banking centre (p. 25) 1.2 Language policy and planning theoretical frameworks p. 29 1.3 Language policy versus planning p. 30 1.3.1 What is language policy? (p. 31) 1.3.2 Broad research question (p. 33) 1.4 Overview of chapters p. 34 CHAPTER TWO: LITERATURE REVIEW 2.0 INTRODUCTION p. 37 PART ONE: MACRO LEVEL STATE RESEARCH p. 37 2.1 An overview of the language policy and planning field p. 37 2.2 A critical perspective p. 39 2.3 Definitions of explicit and implicit dimensions of policy p. 42 2.4 Explicit and implicit dimensions of language policies at state level p. 46 6 2.5 Fundamentals of the field of LPP p. 48 2.5.1 Status management (planning) (p. 49) 2.5.2 Acquisition management (planning) (p. 50) 2.5.3 Stages of LPP (p. 52) 2.5.4 Summary (p. 52) PART TWO: LPP RESEARCH IN THE EU p. 54 2.7 EU language policy p. 54 2.7.1 The relevance of EU language policy (p. 55) 2.7.2 Explicit and implicit dimensions of language policy in EU institutions (p. 56) 2.7.2.1 The complex interaction of explicit management and beliefs (p. 57) 2.7.2.2 The discrepancy between top-down language management and bottom-up language practices (p. 60) 2.7.2.3 Bottom-up beliefs (p. 64) 2.7.2.4 The interplay of languages in EU institutions (p. 65) 2.7.3 Summary (p. 69) PART THREE: MICRO LEVEL WORKPLACE RESEARCH p. 71 2.8 Workplace research p. 71 2.8.1 Corporate LPP empirical studies in banks (p. 73) 2.8.2 European LPP studies in multinationals (p. 75) 2.8.2.1 Top-down language management of official working languages (p. 76) 2.8.2.2 Complexity of language choice and practices (p. 78) 2.8.2.3 Bottom-up beliefs (p. 82) 2.8.3 Summary and research questions (p. 83) 2.9 CONCLUSION p. 85 7 CHAPTER THREE: METHODOLOGY 3.0 INTRODUCTION p. 86 3.1 Overview of approach to management, practices and beliefs p. 87 3.1.1 Management (p. 87) 3.1.2 Practices (p. 87) 3.1.3 Ideology, beliefs and attitudes (p. 89) 3.2 Overview of phase one and two data collection p. 91 3.3 Ethics p. 92 3.4 Phase one survey approach p. 93 3.4.1 Phase one banks (p. 94) 3.4.1.1 Phase one participants (p. 95) 3.4.2 Rationale for interviews (p. 96) 3.4.3 Design of interview schedule (p. 97) 3.4.3.1 Management and attitudes (p. 98) 3.4.3.2 Practices (p. 98) 3.4.4 Pilot study (p. 100) 3.4.5 Data collection issues (p. 102) 3.4.5.1 Securing participation in phase one (p. 102) 3.4.5.2 Interviews (p. 103) 3.5 Phase two case studies p. 104 3.5.1 Phase two banks (p. 106) 3.5.1.1 Phase two participants (p. 108) 3.5.2 Rationale for questionnaires (p. 111) 3.5.3 Rationale for focus groups (p. 112) 3.5.4 Materials for investigating language practices and attitudes (p. 115) 3.5.4.1 Design of questionnaires (practices) (p. 115) 8 3.5.4.2 Design of focus groups (practices) (p. 118) 3.5.4.3 Design of questionnaires (attitudes) (p. 121) 3.5.4.4 Design of focus groups (attitudes) (p. 124) 3.5.5 Phase two pilot study (p. 126) 3.5.6 Phase two data collection issues (p. 127) 3.5.6.1 Securing participation in focus groups (p. 127) 3.5.6.2 Issues during focus groups (p. 128) 3.5.6.2.1 Hierarchy within focus groups (p. 129) 3.5.7 Final interviews with management (p. 131) 3.6 CONCLUSION p. 131 CHAPTER FOUR: LANGUAGE POLICY IN LUXEMBOURGISH AND GERMAN BANKS 4.0 INTRODUCTION p.