Cultural Diversity Impact on Communication at Lloyds Banking Group

This research project investigates the significance of managing cultural diversity to reduce language and communication issues in the workplace, specifically within Lloyds Banking Group. The study explores the challenges of a diverse workforce, including language barriers, and communication breakdowns, and their impact on business performance. The research aims to understand cultural diversity, its influence on business outcomes, identify communication problems, and analyze effective management strategies. The methodology includes a literature review, research questions, and a quantitative approach using questionnaires to gather primary data. The report examines the impact of diversity management on business performance, discussing both positive and negative aspects, and offers recommendations for improving communication and fostering a more inclusive work environment within Lloyds Banking Group. The research also delves into the research methodology, including research philosophy, approach, strategy and choice.

Research
Project

Table of Contents
TITLE .............................................................................................................................................3
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Research proposal for using research questions and Literature review ................................3
P2 Methods for organising primary and secondary research .....................................................7
TASK 2..........................................................................................................................................10
P3 Cost, access and ethical issues ............................................................................................10
P4 Analytical technique for analysing data ..............................................................................11
TASK 3..........................................................................................................................................11
P5 Research outcomes ..............................................................................................................11
TASK 4..........................................................................................................................................20
P6 Reflection ............................................................................................................................20
P7 Alternative research methodology ......................................................................................21
CONCLUSION .............................................................................................................................21
RECOMMENDATION.................................................................................................................22
REFERENCES .............................................................................................................................23
Appendix .......................................................................................................................................25
Questionnaire............................................................................................................................25
.......................................................................................................................................................26

TITLE
To examine the significance of managing cultural diversity to reduce the issue of
language and communication in workplace”. A study on Lloyds Banking Group.
INTRODUCTION
Cultural diversity is having people of different religions, nationalities, races, cultures,
background and ethnic groups making up a community. It is the variety of human culture and
society in a particular region or even in the globe. It exist between people, such as dress,
traditions, language and the other way people interact with their environment. Apart from this,
diversity management also comes with certain disadvantages or challenges for example: diverse
environment can develop dysfunctional conflicts which turn to lead confusion and frustration,
mainly in terms of complexity as well as uncertainty also (Kulkarni and Sommer, 2015). Along
with this, divers environment, particularly when it comes to race, may create certain problems
such as low cohesion, communication breakdown etc. Therefore management of culture diversity
is necessary for an organisation. In order to manage these issue proper implementation of flat
communication and offering of cultural training must be require by an organisation. Lloyds
Banking Group is a chosen financial institution for this research project. It was founded by Lord
Blackwell in 1995 and headquartered in Edinburgh, London, England, UK. In this organisation
large number of employees are work in which some have diver background, nationality, regions
etc. Company face language and communication issue which directly impacted over its business
performance.
TASK 1
P1 Research proposal for using research questions and Literature review
Overview of study
Cultural diversity is any essential differences of a person which is observed in a culture.
The cultural environment within a workplace is reflecting the existing cultural, social and
demographics differences on a societal level. In case of any enterprise, in order to manage
cultural diverse employees is a biggest challenge (Ladegaard and Jenks, 2015). No individual is
the same, every person is not belongs to each other as they depend on their age, background,
education, perception, religion and so on. Therefore, management of cultural diversity is
important for Lloyds Banking Group in different ways. Diverse workforce helps an organisation

in increment of its productivity, improvement in understanding of customer base, greater
innovation and creativity, improvement in new employee and retention, increment in skill set and
the larger talent pool. Along with this, language and communication is main issue that occur due
to cultural diversity. Therefore, management of this issue is also necessary for an organisation
because if company not manage this problem that they can face issue of high employee turnover.
Thus, managing cultural diversity is significant for the business performance and success of
Lloyds Banking Group.
Research Aim:
The aim is To identify the significance of managing cultural diversity to reduce the
issue of language and communication in workplace”. A study on Lloyds Banking Group.
Research Objectives
 To increase understanding regarding the cultural diversity within a workplace.
 To examine the significance of managing cultural diversity on business performance of
Lloyds Banking Group.
 To identify main problems that occurs at workplace due to language and communication. To analyse ways by which Lloyds Banking Group can manage issue present in cultural
diversity.
Research Questions:
 Are you have understanding regarding the cultural diversity within a workplace?
 What are the impact of managing cultural diversity on business performance of Lloyds
Banking Group?
 What are the main problems that occurs at workplace due to language and
communication? What are best ways by which Lloyds Banking Group can manage issue present in cultural
diversity?
Significance of the research
Main purpose behind doing this research project is to examine the importance of
managing cultural diversity to reduce the issue of language and communication in workplace of
Lloyds Banking Group. This research is more beneficial for an individual as it helps them in
increasing its understanding regarding the cultural diversity and its significance in reduction of
language and communication issue (Barak, 2016). Along with this, through this investigation

researcher can easily improve its literature review, data collection, data analysis and time
management qualities. As these skills or qualities help them to easily complete full project within
given time period and systematic manner.
LITERATURE REVIEW
This is one of the most essential step within the research process. It is defined as an in-
depth, systematic, critical review, broad and comprehensive of scholarly publications and
personal communication. Main purpose and intent of literature review is to communicate to the
readers regarding the work or activity already completed and the knowledge that have been
already established on a specific area of study. Under this part of research project, books,
magazines, publication articles etc. sources will be used for identifying opinion of authors about
the selected research topic (Al-Jenaibi, 2017). Along with this, in literature review, each
objectives or questions of study are address by researcher by using different articles, books,
journals and many other sources.
Understanding regarding the cultural diversity within a workplace
As per the views of Belfield (2012), The aspect of cultural diversity refers to those
activity where an organisation make an effort to hire different background employees
irrespective of race, religion and culture. As per the current scenario of marketplace, majority of
the organisation tend to adopt the practice of globalisation for being a competent in competing
marketplace. In regard of this, diverse culture plays an essential role within an establishment as it
lead them to attain sustainable growth or development.
On the other hand Ting-Toomey and Dorjee (2018) inviting diverse cultural background
personnel empower firm to implement best strategic decision in terms of coping up with all sort
of rivalries in an improved manner. In addition to this, diversity at workplace aid organisation to
to acquire impressive level of reputation and brand name among competitors. Moreover, culture
diversity empower establishment to overcome the issue of employee turnover and can gain
competitive advantage in an improved or amended way.
Impact of managing cultural diversity on business performance of Lloyds Banking Group
According to the Rashidat Anjorin and et. al., (2018), to manage cultural diversity in an
enterprise is impact on business performance in both manner such as positive and negative. In
positive manner, management of cultural diversity is beneficial for Lloyds Banking Group by

reducing high staff turnover, enhancing brand image, maximising productivity, maximising sales
etc. These are major advantages gained by company which they manage diversity at workplace.
On the other hand, Hao and et. al., (2018), cultural diversity also have negative impact
over business performance of Bank. Sometime cultural diversity can develop dysfunctional
conflict or misunderstanding, which can lead to increase confusion and frustration among
workforce. Frustrated employees not work in proper manner which turn to negatively impact on
business performance. Therefore, management of cultural diversity impacted on business
performance and growth of bank in positive and negative manner.
Main problems that occurs at workplace due to language and communication.
As per the view presented by Vdovin (2017), there are different issues that occurs at
workplace of Lloyds Banking Group due to language and communication. Passive listening,
Ego and attitude, poorly written communication, cultural differences, lack of interest or
motivation. These are major issues of communication and language and have negative impact
over employees as well as organisational performance. Today’s workplace has become much
more diverse, particularly if an organization deals with global customers or has workers abroad.
Although there is cultural diversity within workplace, an individual still tend to go with people
from their similar culture or backgrounds, thus, manager of an organisation face the challenges
or issues of communicating with each workers as one cohesive team, while managing and
handing the dynamics involved in cliques and groups.
Along with this, language and communication issue at workplace also create
dysfunctional conflict and misunderstanding. It will also increase frustration among workers
which will be not beneficial for the growth and success an organisation (Han and Beyerlein,
2016).
Ways by which Lloyds Banking Group can manage issue present in cultural diversity.
According to the Patrick and et. al., (2012), there are certain ways that must be adopt by
Lloyds Banking Group in reduction of language and communication issue present in culture
diversity. Bank must implement flat communication within workplace which support them
workers to communication their opinion and views to the managers. As it help an organisation in
reduction of dysfunctional conflict among workers. It will also support enterprise in
accomplishment of its long term goals and objectives within given time duration. Along with this
flexible working environment for all the genders, implementation of cultural training and

promotion of equality policy within the organisation are also consider main and effective ways
for Lloyds Banking Group to reduce issue of communication and language. As it will help an
organisation in development of its success and growth. Management of culture diversity will also
assist company to maintain high employee turnover and gain better outcomes (Kubota, 2015).
P2 Methods for organising primary and secondary research
This introduces as a significant part of research methodology as it support investigator in
collection of appropriate amount of data or information (Flick, 2015). Research methodology
refers to the systematic process which is used for gathering accurate and reliable data about the
importance of managing cultural diversity at workplace. Some significance and appropriate
research methods will be determined as below:
Research Philosophy: There are chiefly two kind of philosophy in research i.e.
positivism and interpretivisim. In order to do this study positivism research philosophy will be
going to opt effectively as it assist in collecting data from questionnaire. By applying such type
of philosophy the investigator would be capable to gather data from certain sources in context of
aim and objectives of research (Gioia, Corley and Hamilton, 2013). On the other side,
interpretivisim is another section of philosophy that is not appropriate for selected topic because
it is based on qualitative research or observation.
Research approach: It is another main part of methodology which have two types i.e.
deductive and inductive. In order to collect quantitative information, deductive approach will be
going to used by investigator. As this approach helps researcher to analysis quantitative
information and get accurate outcomes in provided time period. However, inductive approach is
not appropriate according to the selected topic because this approach require information in
quality way (Green, Camilli and Elmore, 2012). As it take more resources, time and cost of an
organisation which is not essential for doing this investigation.
Research strategy: It is essential section of methodology which is used by researcher in
gathering of information from different strategies. This includes observation, interview,
questionnaire, focus group etc. Among all these type of research strategy, questionnaire will be
opted in effective manner. As compare to other research strategies, questionnaire will be more
suitable as it support researcher to collect authenticate and accurate data about the selected topic
(Kumar, 2019).

Choice of research: This is mainly one which describe regarding a method that will be
used for collecting information or data. The research methods are mainly of two type i.e.
quantitative and qualitative. Among them quantitative type of research method will be used as it
helps in collecting of appropriate data about the selected topic. Main intent behind selecting
quantitative research method as it assist researcher to gather information from questionnaire.
This method of research also support researcher by saving its time and cost (Mackenzie, Tan,
Hoverman and Baldwin, 2012). On the other hand, qualitative research method is not appropriate
according to the current investigation as it require maximum sources which also need more time.
Questionnaire: This is an important instrument which is used by investigator to gather
primary information. This source of data collection is useful because it assist in gathering of
valid as well as reliable information from the selected respondents (Mackey and Gass, 2015).
There are some questions which will be shown as below:
Questionnaire
Q1) Do you have any knowledge about the cultural diversity within a workplace?
a) Yes
b) No
Q2) Which are the current issues of cultural diversity at the workplace within an organisation?
a) Language and communication
b) Sexual harassment
c) Gender divide in leadership
Q3) Does Language and communication is major issue in cultural diversity that impacted
employees performance of Lloyds Banking Group?
a) Yes
b) No
Q4) What is the Impact of cultural diversity management on business performance of Lloyds
Banking Group?
a) Positive impact
b) Negative impact
c) Natural
Q5) What are the main problems that occurs at workplace due to language and communication?
a) Dysfunctional conflicts or misunderstanding

b) Confusion and frustration
C) Low cohesion and communication breakdown
Q6) What is the issue in cultural diversity over the performance of employees within an
organisation?
a) Decrease productivity
b) Misunderstanding and Conflicts
c) Higher staff turnover
Q7) What are the benefits gained by Lloyds Banking Group while managing cultural diversity
at workplace?
a) Improved employee engagement
b) Reduction in employee turnover
c) Increased profit and productivity
d) Improved brand image
Q8) What is the main way which would help in overcoming issue of Language and
communication associated with the cultural diversity diversity?
a) Implementation of Flat communication
b) Flexible working environment for all the Genders
c) Promote equality policy within the organisation
d) Provide training program
Q9) Does proper communication help Lloyds Banking Group in building of strong relationship
between employees and employer?
a) Yes
b) No
Q10) Provide recommendations to Lloyds Banking Group in management of issue associated
with cultural diversity.
Primary and secondary research: This involves the detail information about the number
of data sources. The sources of data collection are mainly of two type which are primary and
secondary (McCusker and Gunaydin, 2015). Both sources of data collection will be going to
used for doing this research in effective manner. Under primary data collection, questionnaire
will be applied as an effective and useful source of primary research. Main reason behind using

questionnaire as it support in collection of reliable information about the selected topic. On the
other side, secondary source of data collection will also used for doing this investigation in
systematic manner. Books, articles, publication research etc. sources will be going to used by
researcher with purpose to collecting secondary data about the given study.
TASK 2
P3 Cost, access and ethical issues
To do primary and secondary research, there are different methods that will be require by
researcher. Some important and useful method for doing primary and secondary research are
explain as below:
Cost: This is important and necessary method because without appropriate amount of
capital researcher can not conduct primary and secondary investigation in effective manner. In
order to collect primary information from questionnaire, sufficient amount of fund will be
needed (Miller and et. al., 2012). On the other hand, for gathering secondary information about
the selected research topic from books, magazines, journals etc. accurate cost will be require by
investigator. Therefore, for organisation of primary and secondary research, cost is necessary and
important method.
Access: This is also consider important and main method which will be opt by researcher
for doing primary and also secondary research within systematic manner. Under primary
research, researcher has to provide full access to respondents. As with the help of this,
respondents can easily present their view about the selected research topic. In case of secondary
research, researcher give access to different authors to present their opinion about the current
investigation (Quinlan and et. al., 2019). Along with this researcher also has access to collect and
record accurate information from the participants and from different sources such as magazines,
books, journals etc. Therefore access is also important method for researcher to do primary and
secondary study in systematic and effective manner.
Ethical issues: This is another method which will be useful for researcher while
conducting of primary and secondary research in ethical manner. Under secondary investigation,
culture of data archiving is completely missing (Riedl, Davis and Hevner, 2014). In addition to
this, there is a concern that data or information archiving exposes subject's individual views. In
order to overcome these issues present in secondary research, data must be de-defined before

releases to the investigator. On the other hand, in case of primary research informed consent,
beneficence, regard for privacy, esteem for confidentiality, respect for anonymity are consider
major ethical issues. To deal with these ethical issues, an investigator must do each activities of
study in ethical and systematic manner.
P4 Analytical technique for analysing data
In order to analyse primary research findings and data, thematic analysis will be opt by
researcher. It is an effective analytical tool which helps in analysation of appropriate information
from the participants (Scotland, 2012). In case of thematic analysis, researcher made different
themes which will be going to support in completion of research work in systematic manner. In
this method, firstly researcher make frequency table and them create themes on each questions
present in frequency table. As it will support researcher to communicate each outcomes to the
intended audience.
TASK 3
P5 Research outcomes
Outcomes of the research is mainly based on questionnaire. It is an effective and essential
instrument of primary data collection which help investigator to gather reliable and authenticated
information from the selected respondents (Silverman, 2016). Along with this, in order to present
data, different tables and graph will be going to used by investigator. These tables and graph with
interpretation of data will be explain as below:
Theme 1: Idea about the cultural diversity in the workplace
Q1) Do you have knowledge regarding the cultural diversity in the
workplace?
Frequency
a) Yes 40
b) No 10