Taalbeleid aan finansiële instellings

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.