Creating Inclusion With Multilingual Staff

A practice owner recently asked:

“We have two employees in our lab who often speak Spanish to each other. Could I tell them they cannot speak Spanish unless it is with a patient who is requesting a translator? I’m concerned because we have another employee in the lab who does not speak Spanish, and I don’t want anyone in the office to feel uncomfortable.”

This is a question many healthcare employers face as workplaces become increasingly diverse. While the concern is understandable, the answer requires careful consideration.

The Real Issue Isn’t the Language

When leaders encounter situations like this, their first instinct is often to focus on the language being spoken. However, the better question is:

Is there a workplace communication problem, or is there simply discomfort because not everyone understands the conversation?

Those are two very different issues.

People naturally communicate in the language that feels most comfortable to them, especially in casual conversations with coworkers. In some cases, employees speaking Spanish, Vietnamese, French, or another language is not creating an actual workplace issue.

The concern typically arises when other team members feel excluded, worry they are being discussed, or feel disconnected from the conversation.

Can Employers Require Employees to Speak Only English?

Generally speaking, employers should be very cautious about implementing broad “English-only” rules.

The Equal Employment Opportunity Commission (EEOC) has long taken the position that rules requiring employees to speak only English at all times may create concerns under national origin discrimination laws and should be closely scrutinized. Employers may sometimes require English in specific situations where a legitimate business necessity exists, but blanket restrictions are generally not advisable. [eeoc.gov], [ecfr.gov]

Note that while the EEOC comments on and suggests interpretations of the law, the law on this issue comes from Title VII of the Civil Rights Act, so the EEOC position is just their interpretation.

Examples where English requirements may be justified include:

• Communicating with patients who speak English
• Team discussions involving employees who only speak English
• Safety-related situations where everyone must understand instructions
• Staff meetings and training sessions where all participants need access to the same information

In contrast, two employees having a private conversation during appropriate work activities or breaks is often viewed differently. [ecfr.gov], [dol.gov]

Focus on Inclusion, Not Restriction

Instead of creating language restrictions, practice leaders should focus on building an inclusive culture.

For example, if two bilingual employees are discussing a work-related matter that involves additional team members, it may be reasonable to expect that conversation to occur in a language everyone present understands.

A manager might say:

“When we’re discussing work that affects the team, let’s make sure everyone can participate and understand the conversation.”

Notice that the expectation centers on inclusion and communication, not on prohibiting a specific language.

Address Behavior, Not Assumptions

Sometimes an employee complains because they believe coworkers are talking about them.

While you should take that concern seriously, you should not assume wrongdoing simply because employees are speaking another language.

If there is evidence of gossip, bullying, disrespectful conduct, or exclusionary behavior, address those behaviors directly. The problem is the behavior itself, not the language being used.

Good management practice means holding everyone to the same standards of professionalism regardless of what language they speak.

Don’t Discount the Value of Bilingual Team Members

In healthcare practices, bilingual employees are often a tremendous asset.

They can:

• Improve patient communication
• Increase patient satisfaction
• Help patients feel more comfortable
• Reduce misunderstandings
• Support practice growth in diverse communities

Rather than viewing multilingual communication as a problem, many successful practices recognize it as a competitive advantage.

A Practical Approach for Optometry Practices

If this situation arises in your office, consider these guidelines:

• Create blanket “English-only” rules without consulting qualified employment counsel
• Assume employees are being disrespectful simply because you don’t understand the conversation
• Single out employees based on the language they speak
• Allow workplace discomfort to turn into discrimination concerns

Creating a Strong Practice Culture

Strong practice cultures are built on trust, respect, and clear communication. When language concerns arise, the goal should not be to restrict employees from speaking their preferred language. Instead, focus on creating an environment where all team members feel included, informed, and respected.

Most of the time, the best solution is not an “English-only” policy. It’s a leadership approach that promotes professionalism, inclusion, and open communication for everyone.