June 10, 2013
Should Retail’s Selling Floors Encourage English-Only?
Whole Foods Market last week indicated it was reviewing its employee language policy after two of its Spanish-speaking workers in New Mexico said they were suspended for complaining about it.
Whole Foods officials insisted that the employees at its Albuquerque store were suspended for "rude" behavior but the possible existence of an English-only language rule created a firestorm across the internet. The New Mexico League of United Latin American Citizens threatened a nationwide boycott of Whole Foods if changes weren’t made within a week.
"I couldn’t believe it," worker Bryan Baldizan told The Associated Press. "All we did was say we didn’t believe the policy was fair. We only talk Spanish to each other about personal stuff, not work."
In a statement, Whole Foods claimed the overall incident was a misunderstanding and it does "not have ‘no foreign languages spoken’ policies in any of our stores." Still, it has a policy that English is its default language for "consistent communication, inclusion, and especially for safety and emergency situations."
The company issued the statement in both English and Spanish.
The statement added that the store’s management launched a full investigation and concluded that the two workers were never told that they could not speak Spanish. Regardless, Whole Foods indicated it "will be looking at written guidelines across our multiple regions on this front to ensure clarity."
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Discussion Questions
What type of restrictions, if any, should retailers have over store associates speaking foreign languages? Did Whole Foods handle this particular incident properly?
Poll
This is not a new problem. “Why can’t they just speak English?” is the fodder for late-night comedians, politicians and shoppers. It stems I think from a fear someone is judging the other or saying things they figure the other person wouldn’t like but are disguised by a different language. I don’t think there is an easy answer for the policy books as that fear of being judged by another is very strong.
This is a complicated question and goes far beyond what language should be spoken on the sales floor.
I live in Miami, and I don’t speak Spanish. This means I can’t really communicate with my gardener, cleaning lady, or half the people I run into on a daily basis.
The core question is really “Should the US adopt a national language?” My answer is a resounding YES. We have been forced into a position where we must provide bi-lingual education, and signage (although down here, there are places where there’s nothing bi- about it, it’s all Spanish all the time).
Normally I’m considered pretty liberal, but on this one I am unambivalent. I want to preserve the English-speaking aspect of our culture. I think it’s important. So yes, stores should have spoken language policies, and that’s just the tip of the iceberg.
Whole Foods handled the matter correctly. They just need to have a clear policy. Regardless of the policy, Whole Foods should have a right to make up any rules they want, right or wrong. Employees simply need to decide if they want to work for the company.
Just down the road at Pro Ranch in Albuquerque, mostly all I hear there is Spanish. Whether it’s Whole Foods or Pro Ranch, the idea is to make your customers feel welcome and comfortable. Both stores do a great job at that. My guess is in this incident at Whole Foods, there is more to the story, and this language issue is a lightning rod to distract from the real issue.
There is no easy answer. There may be a rationale for two types of policies. On the one hand, there may be a policy for communication among employees to speak one language so that all internal company information can be made and understood by all employees. There may be another policy for communicating with customers that allows employees to use the language of the customer. There are certainly pros and cons to both approaches. Whatever company policy is used employees can not be discriminated against.
Stores should have a policy, but they should also allow bi-lingual employees to converse with customers in their native language if that is easier for the shopper.
I don’t think its appropriate, however, for employees to converse with each other in another language in front of customers.
This is so prevalent and frankly annoying at nail salons, dominated by Vietnamese workers, that many women I know won’t go to a salon that won’t curtail the practice.
Whole Foods’s policy of having default language for “consistent communication, inclusion, and especially for safety and emergency situations” makes sense as does it policy that “English-speaking workers must speak English to customers and other employees while on the clock, unless the customer speaks another language.” The issue may not the policy but a store manager’s interpretation of what it means.
Whole Foods handled the issue very well by quickly stating their position and indicating a willingness to conduct an internal investigation.
When anyone chooses to come to the U.S.A. to work, live and be an American citizen, they should be expected to learn to speak English and assimilate into the American culture. Such Americans weren’t invited to come here to have their native culture challenge the great Magnet Of America that drew them here.
What people choose to speak in their private life is their private choice, but it should not publicly override the established language of this nation.
Future Question: If some day the next largest minority were to become Iranian, Pakistani, Afghan, Russian, Jewish, Hmong, French or wherever, should retailers be expected to encourage multiple languages on their sales floors?
I do not know of any nuances that have occurred in the Whole Foods matter in New Mexico, and I’m inclined to support Whole Foods while being understanding of the claimant’s position.
Let’s set Whole Foods aside for a moment. I believe they probably did have an “English only” rule—whether formal or informal, but we’ll never know for sure. As the other panelists have indicated, this is a sticky question.
We live in a society which is becoming (at a minimum) bilingual and yet, unlike other multilingual societies, we have few standards for managing language. Clearly, associates speaking in a foreign language in front of an English-only speaking customer is often perceived as rude. At the same time, customers more comfortable in Spanish or another language—say Arabic here in Detroit—are often better served by bilingual employees. Of course, if a English-only speaker hears employees speaking to a customer in another language they can still be put off.
The best long-term solution to me is to make sure that Americans catch up to the rest of the world and become multilingual. That would solve a lot of problems, and not just at retail.
Depends on a wide variety of factors. I believe Whole Foods handled this properly, but doubt that any retailer could have a national policy because of different ethnic markets where they operate. In Miami or LA, it would be silly to insist on English-only all the time. But IMHO, people on both sides of the issue just have to calm down. I used to be in Montreal on business fairly often at the height of the Quebecois movement, where government, stores, etc., were French-only, and hostile if you spoke or tried to speak English. I did learn a little French, but this French-only policy did not enamor me of the locals. Even the international airline pilots, coming in for landings in Montreal, were being forced to communicate in French, and it was not only stupid but dangerous. Thankfully, that got changed.
Maybe I am a Pollyanna on this one, but let the free market decide. If a store chooses to allow employees to speak Pig Latin and it allows them to achieve their marketing, sales, financial goals—go team! If shoppers do not frequent that store in favor of one that “only” speaks their preferred language, then the owner has a choice to make (stay the course to destruction, or change).
When I go to an ethnic restaurant, I WANT to hear the native tongue. Somehow, that is part of the experience for me (having Italian food served by someone named Skip or having a plate of Moo Goo Gai Pan brought to the table by Buffy makes it taste less authentic). So, in some instances, shopping (or eating) is as much “theater” as anything else. I get real hesitant when we start to use phrases like, “they SHOULD, or they NEED, or they OUGHT TO, etc.” I trust the shopper to make decisions and businesses to adapt (or fail) on those merits (or basis).
Other than xenophobia, what reason is there to object to a multilingual retail environment? Why should every other nation accommodate English but in America, it should be English only?
With Chinese rapidly becoming the biggest source of tourists and spending, I would be terrified at the thought of being an English-only retailer.
Obviously, it is rude for store associates to speak to each other in a foreign language in front of a shopper who probably doesn’t understand what is being said. The retailer should have a strict rule about such behavior, and that is their right as the employer.
In the larger sense for the country as a whole, I do not believe it is in America’s best interest to be a bi-lingual society. I have never been a fan of bi-lingual education, store signage, etc. The first wave of immigrants—the Poles, Germans, Italians, etc.—learned the English language and assimilated. I have never understood why Hispanics can’t do the same.
The Hispanic population in the U.S. will grow substantially in coming years. And that is fine as long as it is legal. But do we want America to be a melting pot or a mosaic? The former is an American tradition; the latter could be a problem. Look at Western Europe and the riots they are having over the mosaic solution.
Paula, you again have hit the nail square on the head. I also live in South Florida. It is difficult for English-only speakers to communicate and understand the communication we are receiving.
Yes, this is a spirited question and one we will not decide on this site. But the question remains why English is not required to be spoken in the workplace. I went to my bank of choice this morning. Fifty miles from the center of the Latin community in Miami. I had to request an English-speaking person in order to transact my business. Not right!
Whole Foods handled this well.
With regard to language, let employees speak among themselves with whatever language is comfortable. With regard to speaking with customers, let the customer choose the language. For emergencies, all instructions should be given in English and if there is another language predominant in the store, that particular language (read Chinese in China towns).
If English speaking customers are paranoid to think that a staff speaks in another language just to talk about them, then shame on those people and their paranoia.
I am not so sure we are getting the whole story, not that we are entitled to it. Retail is having enough problems getting consumers and employees in the stores to place language barriers on the floor is unnecessary and a foolish waste of resources. For that reason I am confident the issue was most likely about content and not language. It is not unheard of for customers and employes to attempt to disguise a derogatory remark with slang and or a language which is thought to be not understood by the person(s) of subject.
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This is not a new problem. “Why can’t they just speak English?” is the fodder for late-night comedians, politicians and shoppers. It stems I think from a fear someone is judging the other or saying things they figure the other person wouldn’t like but are disguised by a different language. I don’t think there is an easy answer for the policy books as that fear of being judged by another is very strong.
This is a complicated question and goes far beyond what language should be spoken on the sales floor.
I live in Miami, and I don’t speak Spanish. This means I can’t really communicate with my gardener, cleaning lady, or half the people I run into on a daily basis.
The core question is really “Should the US adopt a national language?” My answer is a resounding YES. We have been forced into a position where we must provide bi-lingual education, and signage (although down here, there are places where there’s nothing bi- about it, it’s all Spanish all the time).
Normally I’m considered pretty liberal, but on this one I am unambivalent. I want to preserve the English-speaking aspect of our culture. I think it’s important. So yes, stores should have spoken language policies, and that’s just the tip of the iceberg.
Whole Foods handled the matter correctly. They just need to have a clear policy. Regardless of the policy, Whole Foods should have a right to make up any rules they want, right or wrong. Employees simply need to decide if they want to work for the company.
Just down the road at Pro Ranch in Albuquerque, mostly all I hear there is Spanish. Whether it’s Whole Foods or Pro Ranch, the idea is to make your customers feel welcome and comfortable. Both stores do a great job at that. My guess is in this incident at Whole Foods, there is more to the story, and this language issue is a lightning rod to distract from the real issue.
There is no easy answer. There may be a rationale for two types of policies. On the one hand, there may be a policy for communication among employees to speak one language so that all internal company information can be made and understood by all employees. There may be another policy for communicating with customers that allows employees to use the language of the customer. There are certainly pros and cons to both approaches. Whatever company policy is used employees can not be discriminated against.
Stores should have a policy, but they should also allow bi-lingual employees to converse with customers in their native language if that is easier for the shopper.
I don’t think its appropriate, however, for employees to converse with each other in another language in front of customers.
This is so prevalent and frankly annoying at nail salons, dominated by Vietnamese workers, that many women I know won’t go to a salon that won’t curtail the practice.
Whole Foods’s policy of having default language for “consistent communication, inclusion, and especially for safety and emergency situations” makes sense as does it policy that “English-speaking workers must speak English to customers and other employees while on the clock, unless the customer speaks another language.” The issue may not the policy but a store manager’s interpretation of what it means.
Whole Foods handled the issue very well by quickly stating their position and indicating a willingness to conduct an internal investigation.
When anyone chooses to come to the U.S.A. to work, live and be an American citizen, they should be expected to learn to speak English and assimilate into the American culture. Such Americans weren’t invited to come here to have their native culture challenge the great Magnet Of America that drew them here.
What people choose to speak in their private life is their private choice, but it should not publicly override the established language of this nation.
Future Question: If some day the next largest minority were to become Iranian, Pakistani, Afghan, Russian, Jewish, Hmong, French or wherever, should retailers be expected to encourage multiple languages on their sales floors?
I do not know of any nuances that have occurred in the Whole Foods matter in New Mexico, and I’m inclined to support Whole Foods while being understanding of the claimant’s position.
Let’s set Whole Foods aside for a moment. I believe they probably did have an “English only” rule—whether formal or informal, but we’ll never know for sure. As the other panelists have indicated, this is a sticky question.
We live in a society which is becoming (at a minimum) bilingual and yet, unlike other multilingual societies, we have few standards for managing language. Clearly, associates speaking in a foreign language in front of an English-only speaking customer is often perceived as rude. At the same time, customers more comfortable in Spanish or another language—say Arabic here in Detroit—are often better served by bilingual employees. Of course, if a English-only speaker hears employees speaking to a customer in another language they can still be put off.
The best long-term solution to me is to make sure that Americans catch up to the rest of the world and become multilingual. That would solve a lot of problems, and not just at retail.
Depends on a wide variety of factors. I believe Whole Foods handled this properly, but doubt that any retailer could have a national policy because of different ethnic markets where they operate. In Miami or LA, it would be silly to insist on English-only all the time. But IMHO, people on both sides of the issue just have to calm down. I used to be in Montreal on business fairly often at the height of the Quebecois movement, where government, stores, etc., were French-only, and hostile if you spoke or tried to speak English. I did learn a little French, but this French-only policy did not enamor me of the locals. Even the international airline pilots, coming in for landings in Montreal, were being forced to communicate in French, and it was not only stupid but dangerous. Thankfully, that got changed.
Maybe I am a Pollyanna on this one, but let the free market decide. If a store chooses to allow employees to speak Pig Latin and it allows them to achieve their marketing, sales, financial goals—go team! If shoppers do not frequent that store in favor of one that “only” speaks their preferred language, then the owner has a choice to make (stay the course to destruction, or change).
When I go to an ethnic restaurant, I WANT to hear the native tongue. Somehow, that is part of the experience for me (having Italian food served by someone named Skip or having a plate of Moo Goo Gai Pan brought to the table by Buffy makes it taste less authentic). So, in some instances, shopping (or eating) is as much “theater” as anything else. I get real hesitant when we start to use phrases like, “they SHOULD, or they NEED, or they OUGHT TO, etc.” I trust the shopper to make decisions and businesses to adapt (or fail) on those merits (or basis).
Other than xenophobia, what reason is there to object to a multilingual retail environment? Why should every other nation accommodate English but in America, it should be English only?
With Chinese rapidly becoming the biggest source of tourists and spending, I would be terrified at the thought of being an English-only retailer.
Obviously, it is rude for store associates to speak to each other in a foreign language in front of a shopper who probably doesn’t understand what is being said. The retailer should have a strict rule about such behavior, and that is their right as the employer.
In the larger sense for the country as a whole, I do not believe it is in America’s best interest to be a bi-lingual society. I have never been a fan of bi-lingual education, store signage, etc. The first wave of immigrants—the Poles, Germans, Italians, etc.—learned the English language and assimilated. I have never understood why Hispanics can’t do the same.
The Hispanic population in the U.S. will grow substantially in coming years. And that is fine as long as it is legal. But do we want America to be a melting pot or a mosaic? The former is an American tradition; the latter could be a problem. Look at Western Europe and the riots they are having over the mosaic solution.
Paula, you again have hit the nail square on the head. I also live in South Florida. It is difficult for English-only speakers to communicate and understand the communication we are receiving.
Yes, this is a spirited question and one we will not decide on this site. But the question remains why English is not required to be spoken in the workplace. I went to my bank of choice this morning. Fifty miles from the center of the Latin community in Miami. I had to request an English-speaking person in order to transact my business. Not right!
Whole Foods handled this well.
With regard to language, let employees speak among themselves with whatever language is comfortable. With regard to speaking with customers, let the customer choose the language. For emergencies, all instructions should be given in English and if there is another language predominant in the store, that particular language (read Chinese in China towns).
If English speaking customers are paranoid to think that a staff speaks in another language just to talk about them, then shame on those people and their paranoia.
I am not so sure we are getting the whole story, not that we are entitled to it. Retail is having enough problems getting consumers and employees in the stores to place language barriers on the floor is unnecessary and a foolish waste of resources. For that reason I am confident the issue was most likely about content and not language. It is not unheard of for customers and employes to attempt to disguise a derogatory remark with slang and or a language which is thought to be not understood by the person(s) of subject.