Abstract

When a vehicle maintenance unit of a public transit agency underwent extensive demographic diversification of its work force, original workers escalated the symbolic actions and language patterns traditionally used to establish and maintain hierarchy in that workplace. Taken literally and seen as malicious by new workers, the shoptalk and horseplay became vehicles for internal power struggles that led the organization toward dysfunction and even violence. Management responded by stepping up structural control and punishment. The managers failed to acknowledge and provide for the need of newly diverse discourse communities in this workplace to negotiate a new order in which sufficient shared meaning and agreed-upon language and behaviors could be constructed.