Inclusive practices in linguistically diverse workplaces: The case of If Insurance

Abstract

This study explores individuals' experiences of working in a linguistically diverse workplace. Specifically, it aims to create understanding of the challenges related to linguistic diversity that individuals face and the inclusive practices they engage in to overcome such challenges. The study constructs a qualitative case study of a multinational insurance company, If Insurance, through individual and focus group interviews with 36 employees. These employees represent three linguistic groups identified within the organisation, based on the languages they primarily use at work: English-only users, multilinguals, and local language users.

The findings indicate that challenges and practices differ based on whether a mutually understood language is used. When a mutually understood language is used, non-native speakers of the language struggle with understanding, expressing themselves, and discomfort. To solve such challenges, individuals engage in two types of practices: firstly, practices that encourage individuals to feel comfortable and safe to use non-native languages, and secondly, practices that facilitate shared understanding across varying language proficiencies.

The challenges related to non-mutually understood language use are essentially more severe versions of the previously described challenges. These include social exclusion and strong barriers to knowledge sharing. The use of a mutually understood language is one solution to these challenges. However, in the linguistically diverse reality of the organisation, such language use is not always possible. Instead, individuals engage in practices to participate in knowledge sharing, namely the use of summaries, translation tools, and relying on colleagues’ help.

The individual challenges and practices identified in this study are largely in line with past language-sensitive international business (IB) research. However, these studies have only superficially explored the concept of inclusion in a language context, despite frequently alluding to mutually understood language use as a source of inclusion. Similarly, these studies have rarely discussed findings in the context of the large body of employee diversity and inclusion literature, while this literature has rarely considered language as a form of diversity. This study bridges the two streams of research by applying a lens of inclusion to explore individuals’ experiences of linguistic diversity. The study also explores whether inclusion is limited to the use of a mutually understood language, and idea often reflected in language-sensitive IB research.

The findings lend support to Shore et al.'s (2011) model of inclusion in workgroups and suggest that a combination of inclusive practices, inclusive leadership, and an inclusive climate are all required for individuals to feel included in linguistically diverse organisational settings. However, tensions and paradoxes inherent in inclusion imply that individuals need to constantly question and shift practices around language use.