Taalbeleid aan finansiële instellings

  • Brigitte van Schouwenburg Department of Linguistics and Literary Theory, University of Johannesburg, Kingsway Campus, PO Box 524, Auckland Park 2006, South Africa
  • Marné Pienaar Department of Linguistics and Literary Theory, University of Johannesburg, Kingsway Campus, PO Box 524, Auckland Park 2006, South Africa

Abstract

This article, entitled ‘Language policies at financial institutions', explores the language policies of financial institutions. PANSALB's guidelines for the development of a language policy are discussed. Completed research concerning ways in which language diversity of clients is dealt with is reviewed. The language policies of two banks — ABSA and NEDCOR — as well as the guidelines of the Institute of Bankers concerning cross-cultural communication are investigated. The study shows that the two banks were initially hesitant to implement multilingualism in the banking hall. In the past, a lack of terminology in the African languages as well as the cost related to the implementation of multilingualism have often been used as reasons for not serving clients in their mother tongues. Our research shows that it is clear that a shift is taking place, whereby the financial sector is now attending to the implementation of multilingualism.
Abstrak In hierdie artikel, sal daar verkennend gekyk word na die taalbeleide van finansiële instellings. Daar sal in die eerste instansie gekyk word na die riglyne wat deur PANSAT gestel word vir die opstel van 'n taalbeleid. Vervolgens word navorsing wat reeds gedoen is oor die hantering van die taaldiversiteit van kliënte bespreek. Daarna word die taalbeleide van twee banke — ABSA en NEDCOR — beskou, asook die riglyne van die Instituut vir Bankiers wat betref interkulturele kommunikasie. Daar sal aangetoon word dat die twee banke aanvanklik besonder huiwerig was om werklik veeltaligheid in die banksaal te implementeer. Beweerde gebrekkige terminologie in die Afrikatale asook die koste verbonde aan die implementering van veeltaligheid is dikwels in die verlede aangevoer as redes waarom kliënte nie in hulle moedertale bedien kan word nie. Uit die navorsing blyk dit dat daar egter 'n verskuiwing aan die plaasvind is waarvolgens die finansiële sektor nou aandag begin gee aan die implementering van veeltaligheid.

Southern African Linguistics and Applied Language Studies 2005, 23(4): 335–347
Published
2006-02-07
Section
Articles